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?
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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.