Review Time
During the recent cold snap in the UK I ordered a panel heater from Smartwares Group on the B&Q platform. It was scheduled for rapid delivery - which was one of the main reasons I chose that product/seller.
The package was collected by DHL on the 6th of January. On the 7th of January the tracking notification informed me that the package was delayed and that I should contact the sender. This normally means that the courier requires more information from the sender before the package can be delivered.
I have exchanged numerous messages with the Smartwares customer service team. They seem to believe that having handed the package to DHL, they have no further responsibility to ensure its safe delivery. They have refused to contact DHL, and advised me just to wait and that it would probably turn up eventually.
When I requested a refund, as I had not received the heater and would like to order one from a company that would actually deliver, they refused, but said that I could return the heater when it arrived and they would process a refund then. But how can I return a product that has not been delivered?
During the recent cold snap in the UK, I ordered a panel heater from a seller on a popular platform. It was supposed to arrive quickly, which was a key reason for my choice. The package was picked up by the courier on January 6th. The next day, I received a tracking update stating there was a delay and I should contact the sender. This usually indicates that the courier needs more information before delivery. I have sent multiple messages to the customer service team, but they seem to think that once the package is with the courier, they have no further obligation. They refused to reach out to the courier and simply told me to wait, suggesting it might show up eventually. When I asked for a refund since I hadn't received the heater and wanted to order from a company that would actually deliver, they denied my request and said I could return the heater once it arrived. But how can I return something that hasn’t been delivered?
Awful customer support! I have two plug-in doorbells that worked fine until my neighbor got one for her elderly mother. Now, every time her doorbell rings, mine chimes too, which is frequent due to daily visits from carers. Customer service told me one of us needs to buy a new doorbell to fix the issue. When I asked for a replacement since the problem lies with the product, I was told they can't ship to the UK right now. I then requested a voucher to buy a new one myself, but they flatly refused. This is a technical issue, not a warranty problem. There was no compassion for my elderly neighbor or acknowledgment of the fault. I advise against buying from this company; they clearly don’t care about post-sale issues.
I have a smoke alarm that, after about two weeks of installation, starts going off randomly—even when placed in the garage. It’s loud, but as a smoke alarm, it’s ineffective. Worse, there's no customer contact information on their website; it's clear they don’t want to deal with customers. This indicates a poor-quality company selling unreliable products. My advice: avoid purchasing anything from them.
I contacted the seller to report that my external security camera only works when I'm at home and not when I'm abroad like it used to. After numerous emails to customer service, I was ignored for 2.5 months and then asked to fill out a form and provide proof of purchase for a device bought five years ago. I received no further communication. Avoid this company; it lacks professionalism and is run by amateurs.
I wouldn’t recommend buying their products. I bought a streetlamp through an online marketplace where they were the seller. The lamp had faults, and despite contacting customer service, they initially seemed helpful but then kept asking for the same information and photos I had already provided. It felt like they wanted to discourage me rather than assist in finding a solution. They don’t stand behind their products, and I regret buying from them.
I received no support for a product that failed within its warranty period. I was directed back to the retailer, who stopped responding to my emails. The seller's support team also ceased communication. This lack of support is concerning, especially since the product is still listed on their website. I would hesitate to buy anything from this company.
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Smartwares is een innovatief merk dat slimme en betaalbare oplossingen biedt voor een veiliger en comfortabeler huis. Ze brengen een breed assortiment producten op de markt, van beveiligingscamera’s tot rookmelders. Smartwares is expert (A-merk) op het gebied van brandveiligheid.
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