Everything I state below is unfortunately true. I urge you to read to the end. Keep in mind that my experience is by no means unique. I found a German website where 90% of the reviews state exactly the same thing: a rude owner who fails to acknowledge any faults, refuses refunds and ignores the law. Even the reviews before me on here say the same.All you have to do is google the owner's name to find tails of incredibly bad, rude customer service and even accusations of illegal bidding behaviour on eBay.I bought an item for almost 1000 euros. It arrived faulty and I immediately let Marc Zakolowski know about this. His response was simply that all of their products work perfectly. I responded that I was the one with the item in front of me, can only be the one to say whether the item is working or not, and would like to arrange a return. He failed to respond for over 2 weeks until I sent him an email formally rejecting the product by law. From here on out he only responded in German, which I can only presume was out of pettiness and to make things more difficult, as I have previously spoken to him in English without any problem. I informed him that by law I had a legal right to reject the product within 30 days if it was faulty and be issued with a full refund. He replied that the time period had long since passed (it hadn’t) and I needed “legal tutoring.” This was even after I had linked to the Consumer Rights Act on the UK government website, letting him know that I was fully aware of my rights. “Under no circumstances will you receive a refund” were his exact words, even after this. As I knew my rights I made sure to return the faulty product within 30 days. Tracking confirmation clearly stated that the product was returned. I should make it clear that he continuously refused to accept that I could even return the faulty product. I have no doubt that this was a stalling tactic, leaving those who are less familiar with the law’s automatic right to a refund if an item is returned within 30 days process weaken. I made sure not to inform him of the incoming return, as he would have inevitably rejected to sign for the package. I once again informed him that I knew what my rights were and that our correspondence proved that he was knowingly in direct breach of the law. At this point he now had both possession of the faulty product along with my money yet still refused to refund, effectively having stolen almost 1000 euros from me.He responded by saying “we will file criminal charges against you. We hope you enjoy the prosecutor's office.” An amazing thing to say, which proves that I am not the one in need of “legal tutoring.”. Not only because of my legal right to obtain a refund, but also because my accusations (which are all truthful and recorded) as a consumer against a retailer have nothing to do with any criminal courts, particularly as he was the one ignoring the law since day 1!Another email followed from him: “I wish you much fun with the prosecutor. Civil actions (which will be really expensive for you) will follow. Would be laughed if you cannot put people like you in your place!” Fortunately, I paid by debit card and to no surprise of anyone who has been reading I received a full refund via chargeback by contacting my bank. However, this does not include the £20 I spent having to return the item, which I know I will never get back, even though a retailer must cover the cost of return shipping for a faulty item, according to the law.I urge you to stay far, far away from Marc Zakolowski and SpringAir.de If you are reading this and currently have a problem, make sure you are aware of your legal rights as a consumer. Even if the owner completely ignores the law, you are protected and will get the refund you are entitled to. I just hope you paid through debit or credit card. If not, you will have to go through the courts, which would be a great hassle, even if the case would inevitably be decided in your favour.If you are thinking of ordering, don’t. Even in the unlikely event that nothing goes wrong, do you really want to do business with an owner who shows such utter contempt to customers and knowingly ignores the law put in place to protect you?
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