Appalling after care service!
Appalling after care service.
We ordered a 32inch monitor for our home office which upon setting up was C
cleary too large for the space it was occupying. We identified another more suitably sized monitor and returned the monitor at our own expense which was close to £20 including the relevant insurance.
Once the monitor was received we were informed that the box was damaged and no longer possible to be sold again other than as "Seconds"..... I was disgusted after seeing the photos provided by the vendor, the box which was resealed by me using the appropriate packaging tape was clearly cut away recklessly butchering the boox in the process, the courier had and would have zero reason to open the package and despite being labelled on the tape by me saying "Fragile and handle with care" its clear the returns depot staff opted to destroy the box and remove the tape in such a way that I now have to suffer a restocking charge despite keeping my business with the company and having ordered another monitor!
Disgusting customer service in this day and age and a total lack of owning liability for this leaving me out of pocket!
Reply from Continental Computers
Thank you for your feedback.
I’m sorry that after all of our correspondence, you still feel this way. But we refer to our email conversation with one of our directors/as per our terms and conditions which state that there is a 15% restocking fee applicable if the item is not returned in A1 condition. We lowered this to 10% for you as a gesture of goodwill, as you had placed a replacement order with us. We do advise on our website that specifications, including measurements, are carefully checked beforehand to prevent ordering an unsuitable item.
The returned item came into us in the exact state which we sent you photographs of. No-one at our premises had touched the tape on the box when it was photographed. I have since been into the office this week to try to tidy the box up and remove the tape. The damage is unrelated to the area which was taped. We do not have specific returns depot staff as we are a small company and very few monitors get returned to us. My colleague which signed for the parcel solely signed for it and moved it 10 yards before photographing it. We have no wish to sell items as ‘seconds’, but if something is returned to us in a lesser state than when it left, we sadly have no other option. We cannot be liable for the courier chosen, and/or the return journey to us.
Once again, I apologise that you feel so disappointed.