Review Time
We have previously ordered small quantities of speciality fasteners from this very expensive UK source because of their clear website and its comprehensive information - but were badly messed around in respect of our recent order.Having paid well over double the going rate for some basic bolts (and been bounced into buying a pack/double our requirement by the outrageous unit price) we found out the hard way that despite this premium pricing the company demonstrates minimal interest in providing service beyond processing the basic transaction.We're clearly not alone judging by the 27% assigning a one star rating here with almost all of these complaining of similarly poor service.We as has been previously acceptable to the company very shortly (a few hours) after ordering on the web requested a VAT refund for what was an export order.The company responded by saying that they 'could' refund the VAT given 'proof' of export – which by the thrust of their less than helpful response seems effectively to be synonymous with use of their delivery offering. This proof was demanded despite the goods having been forwarded to us by them via what is clearly an export only shipping and customs clearance service contracted to our national post office.We given the seeming unwillingness of the agent to engage to validate the nature of this shipping service went to considerable trouble to provide information which did so. It was ignored - our impression is that the company likely prefers to 'encourage' use of their horribly expensive courier delivery service for export orders. Royal Mail as was made clear in our message was not an option given the post Brexit delays current in our local and in the UK postal service.We paid local VAT when the package arrived - this was compounded on top of the UK VAT. We then found that the bolts supplied were not to the spec offered and were unsuitable for our application. They were different to the advertised standard/norm and to those shown in the relevant drawing and photos on their website. The company in response to our consequent request that they replace the by now hugely expensive bolts failed to do so. They to justify this dived for the fine print in which they claimed to give themselves permission to vary the spec from that clearly indicated in the website listing.Our response setting out why this is not acceptable practice also provided a receipt for payment of local VAT on the delivery. This proof of export should have triggered the VAT refund. This message as of today (days later) has so far been ignored...Update 13-5-23/almost 3wks later. Still no reply to this review or to our email and no VAT refund.
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