DO NOT USE
DO NOT USE
I placed an order for a pool via B&Q. It was advertised as coming with a lid and ‘equipped with a filter’. The pool arrived but no lid or filter. When I contacted smartbies via B&Q, their response was ‘it has been delivered’, after further chasing on my part, I received a tracking reference for the lid but my enquiries about the filter were repeated ignored. Smartbies eventually said that the pool did not come with a filter. After further complaints to B&Q, who agreed the product description clearly said ‘equipped with a filter’, I was sent a dispatch confirmation from B&Q with a picture of a filter. This filter was delivered.
I separately ordered a more expensive filter from Tesco. I am still waiting for this filter to be delivered. Smartbies are claiming that the filter sent by B&Q is the filter I ordered from Tesco, despite this filter being a cheaper version and different to the image on my order. The tracking reference on this missing filter is the same as the tracking reference on the B&Q order, indicating that Smartbies have sent only one filter to fulfill two separate orders from two separate companies.
A summary of issues:
1) purchased a pool that was advertised as being equipped with a filter and lid. -the filter was not included. Smartbies have admitted it was falsely advertised and said they have since change the description. They have not apologised or been forthcoming in resolving this.
2) I separately ordered a more expensive pump from Tesco. I received a confirmation from Tesco to say the pump had arrived. The tracking reference was the same as the b&q tracking reference. I have still not received the more expensive £90 pump I ordered from Tesco.
Errors made by Smartbies that I have shown them evidence for:
1) Smartbies falsely advertised a pool at b&q as coming ‘equipped with a filter’.
2) Smartbies sent the same tracking reference for two separate orders to both B&Q and Tesco
3) My order from Smartbies via Tesco has not been delivered
4) Smarbies are now asking me to produce an additional order reference for the B&Q filter despite this complaint being resolved by B&Q who sent confirmation that a filter was being sent
5) The customer service Smartbies have shown to me throughout has been appalling. Despite admission of errors on their part, their communications have been brief, often one/two sentence responses repeatedly failing to show understanding of the issues or willingness to rectify the issues.