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Utter useless company.
I initially purchased a fax machine as a Christmas present via their website. I got a call the next day saying it was out of stock and if I would like the next model up (an extra £40 or so), which I agreed to.
It arrived the next day but despite being told on the phone (when they rang me to say the other one was out of stock) that it was the same size as the one I had initally ordered, it didn't fit where I wanted it to.
What with the weekend etc, I didn't have much time to return it (they only have a 7 day turn around on returns). I was at work and left the fax at home with a courier collecting it (which I paid for).
I emailed them to say I wanted to return it today but this is where they started messing me around...
Firstly, I had to phone them to "confirm" that I was returning it. Then I had to send them an email as they require "written confirmation" to confirm if I'm really really sure I want to return the goods. So after waiting for a response, they then told me that I needed to email the serial number to them first for "verification". I explained I was at work and the fax was at home but they said they cannot accept it without the serial number, although they had it and my details on their system (just another of the many ways how they like to be awkward).
So after calling home and explaining, I then got the serial number over the phone and emailed it back to Printerland.
They then responded and said because I had bought it for a business, I would be capped 20% of the price I paid - although I did not buy it for business. They just "assumed" this so they could make more money out of me. They did not ask me if it was for business or for home use. I then had to explain I didn't buy it for business and then they eventually agreed on giving me a full refund (minus shipping). They said that they would have normally refunded me minus the 20% fee (although I continued to explain it wasn't for business use........) but they will not in this case as a gesture of goodwill. They sure know how to please their customers!
Useless company and bad return policies. I felt as though I had to literally BEG them for a return.
They will ALWAYS use their terms and conditions to bail them out even if they're in the wrong. I remember another time when I wanted them to beat a price on a printer I had seen cheaper elsewhere since they always keep going on about their "price promise". However, the competitor's price must have been too cheap so they referred to their terms saying "if the competitor is a loss leader then we reserve the right to refuse to beat the price.". They then pretended that the printer was also out of stock so I could not buy it from them.
Don't go with these cowboys - go with Ebuyer.com, who have FAR better return policies - they even get City Link to collect it from you for free!