I strongly advise avoiding this service provider, Sotel GmbH (sotel-electronics).
I am based in the United Kingdom and am disabled within the meaning of Section 6 of the Equality Act 2010 due to long-term physical and mental health impairments that substantially affect my ability to carry out day-to-day activities.
On 23 September 2025, I purchased two quantities of the “Lian Li O11 Dynamic Mini Snow Edition Mid-Tower Case, White – Modular Design, Dual Chamber, Tempered Glass, ATX, Micro-ATX, Mini-ITX Compatibility” on Amazon from the seller sotel-electronics (Sotel GmbH).
On 25 October 2025, I initiated a return request, citing manufacturing and quality control defects present upon delivery, including a wobbly and loose power button, smudges on the glass panels, permanent dark scuffs, and staining on the dust filter.
From that point onward, my experience with Sotel was extremely poor. On 27 October 2025, I attempted to contact the seller through Amazon regarding a prepaid return label. I received an automated response stating that the seller was no longer able to receive messages. I was required to wait 48 hours before filing an Amazon A-to-z Guarantee claim.
On 29 October 2025, I opened an A-to-z Guarantee claim because no return label had been provided despite return approval, Sotel was uncontactable, and I disclosed that I have mobility disabilities requiring home collection as a reasonable adjustment. I clearly stated:
“I have disabilities that significantly limit my mobility. Under the Equality Act 2010, I am requesting a reasonable adjustment: a prepaid label with home collection service.”
On 2 November 2025, I discovered that Sotel had uploaded a prepaid return label dated 30 October 2025 without any notification to me, giving approximately 24 hours before an automated deadline. No collection was arranged, despite my lawful and reasonable request.
On 4 November 2025, an Amazon associate, confirmed and acknowledged the disability discrimination, stating:
“You are perfectly right Sharon. Everyone should be treated accordingly to their situation and things such as discrimination due to their condition should not be tolerated.”
Over the following months:
• My A-to-z Guarantee claim was denied on 16 November, appealed on 19 November, and denied again on 26 November 2025.
• My daughter (who is also disabled) had to speak to Amazon on my behalf as a reasonable adjustment.
• Amazon opened another Amazon A-to-z Guarantee claim on 9 December 2025.
• Amazon repeatedly sent automated requests for photos and tracking, even though photos had already been provided and no return was possible without collection.
• My claims were withdrawn multiple times by automated systems.
• I was repeatedly asked for shipping receipts and tracking numbers, despite explaining that the goods had never been collected.
• I sent multiple detailed emails to both Amazon and Sotel outlining the situation, my disability, and the legal position, which neither acknowledged.
As of February 2026—
• the second Amazon A-to-z Guarantee claim was denied on 1 February 2025;
• the defective goods remain in my home and available for collection;
• Sotel has made no effort to retrieve the goods and has retained £315.53;
• I have not received a refund or replacement; and
• Sotel has never directly communicated with me over a period exceeding three months.
In summary, despite accepting the return, Sotel—
• did not initially provide a return label;
• could not be contacted through Amazon (Amazon confirmed several times that the seller “had left the store or could not receive messages”);
• repeatedly failed to respond to direct emails on 11 November, 23 November, 6 December, and 12 December 2025; and
• repeatedly failed to respond to Amazon’s own messages requesting collection on 4 November, 7 November, 5 December, and 9 December 2025.
Under the Consumer Rights Act 2015, the seller must bear all return costs for faulty goods and facilitate their return. Sotel failed to provide appropriate return options and has forfeited the right to insist on return prior to refund by failing to facilitate collection within a reasonable time.
As a disabled customer, I was subjected to repeated, avoidable, and inaccessible barriers that a non-disabled customer would not face. This caused significant distress and disadvantage. This experience demonstrates a serious failure by Sotel GmbH to communicate, facilitate returns of defective goods, or engage with accessibility needs.
My experience with Sotel GmbH (sotel-electronics) has been one of the most exhausting and distressing consumer experiences I have ever had.
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