I bought a retractable washing line on 3/5/23 and installed it a few days later. We usually don't have much washing and the secondary line gets light use at best. On 3/7/23, the secondary line would not retract into the housing and there was no tension on the line at all. I sent a very politely worded email to Vinsani advising them of the situation and requesting that they revert to me at their convenience. I received a response the following day advising me that, as 30 days had passed, they were not prepared to assist me in any way. I subsequently informed them that although 30 days had passed, the fault had only developed after that period and that whilst I appreciated the returns policy, I would also expect a quality product to still last much longer and to provide their opinion on the matter. I then received another very short response that included the words 'Sorry' and 'Have a great day' which, as I'm sure you will agree, was not ideal by any standards.I think that this highlights the difference between a company that cares about the customer compared to one that only cares about the profit.I've dealt with several reputable companies in the past that are more than happy to assist customers after the returns period because they know it makes good business sense and those customers will come back, but unfortunately, this isn't one of those companies.I feel like I might be able to gain some small consolation if, by providing this feedback, I can at least inform my fellow shoppers of my experience and I will feel better if I can save you your hard earned money by advising you to consider looking elsewhere and hopefully finding a company that values your long term custom.
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