On January 6th I ordered some items from Poolwood. The following week the tracking showed that only the label had been printed. I claimed the items the following week. It was only about a week later that I was able to contact Poolwood by email to claim the items. Later I received information that the items had been sent, but that they had probably been stolen. This happened just before Christmas. On January 6th I contacted PayPal to open a case, and I am now very grateful that I used PayPal to pay for the items.Eventually PayPal escalated the case to the point that I now had a claim against Poolwood. I informed Poolwood that the items had now been cancelled, as the tracking only indicated that the label had been made. However, Poolwood did not want to accept the cancellation. They also informed me that they had claimed the items and that they had been stolen, and that they had an insurance contract for such situations. I therefore asked Poolwood to inform PayPal, so that they could return the amount I had paid. Poolwood stated that they would do this, but according to PayPal, they had never received such a request from them.I expect the seller to take responsibility and clean up when problems arise. It is unfortunate that Poolwood has given me incorrect information. In fact, it appears as if they have tried to delay the refund. This indicates that Poolwood has significant shortcomings in following up on problems. As a seller, you need to understand that challenges will arise, and when such situations arise, you need to act proactively and resolve the issue—not in the way Poolwood has done, by resisting the refund as much as they can.It was not until February 14th that I received a partial refund from PayPal, but there was still 700 NOK (51 UKP) missing, and I am unsure of the reason for this.I have observed that many customers are very happy with Poolwood, and it is understandable when everything goes as planned. However, the problem arises when things do not go as expected, which can happen to anyone. In such cases, one must ensure that the situation is handled satisfactorily, unlike Poolwood, which seems to be resisting. I therefore advise against trading with Poolwood.
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We sell machinery and tools for woodworking, metal work, welding, airlines, pumps & washers by Charnwood, SIP, Scheppach, Fox, Tormek, Robert Sorby etc.
