Great price, zero communication
I'm writing a lot of detail here hoping it will help others.
This relates to the UK website Motorsandremotes which is linked to Motorise.it and Tromm in the Netherlands.
I ordered a new motor for my garage door, the price was great (less than 200 quid), with free postage (by UPS), and it arrived in a reasonable time (6 days), but... and it's a BIG BUT... there was no communication whatsoever from the supplier about my order.
The first alarm bell went off when I did not receive any order confirmation. It's pretty standard these days to get an email confirming your order has been received, but nothing came from this company.
The second alarm bell was two days later when I returned to the supplier website (link blocked by Trustpilot), logged in using my account details and discovered the status of my order was "processing". It still says that now, even after the goods have been delivered.
I sent a message using the "happy to help" link which looks like a live chat system but apparently isn't. You leave your name, email address, and a brief message.
Their website promises that someone will get back to you, usually the same day if not within a couple of hours. Absolutely no response.
Over the course of the next few days I made several attempts to contact the supplier by email, but no replies came. It's only when you start looking deeper into their website that it gets a bit worrying, and I really began to think I had been scammed.
Their "about us" page is a 404 Not Found and says "Whoops, our bad. The page you requested was not found, and we have a fine guess why."
Their "Contact us" page gives a form fields to sent them a message, but no phone number.
Their "Customer service" page provides an email address with a promise of a prompt reply.
It also says "we currently do not offer telephone support, as that would decrease our overall response time". Surely a decreased response time is a good thing.
I started researching online for any information about Motorise.it and found some clues on YouTube.
They have a YouTube channel featuring lots of helpful videos, but also a little bit of company information.
It turns out they aren't a UK based supplier, they are in the Netherlands, and they have several websites.
[Unfortunately, Trustpilot doesn't allow me to share the links but look on YouTube].
The posted videos all feature "Otto" who gives his email address and website details.
[again I'm not allowed to share the details but look on YouTube].
Of course, I sent emails but got no replies. Very frustrating.
Eventually after 6 days, a large parcel turned up with UPS, it was from TROMM in the Netherlands.
It was the right part. So all was good in the end, it's not a scam, it is a genuine supplier
BUT their communication and customer service is RUBBISH.
I would give them 5 stars for price and delivery time, but zero for communication.
