Bought Audio Technica LP120 turntable online and paid PayPal. There was a weekend deal I undertook for extra 10% off. However this was nothing compared to the ordeal I have been through since placing this order. I wish I had paid more and bought this from elsewhere as Audio Affair's customer service team's ability to get back to customers as they say so is dreadful.
Initially, due to un verified address on my PayPal account, I received an email the next day asking for proof of address. Replied to this promptly, with no response via email whatsoever for two days, so I was non the wiser if proof of address was sufficient or not or when item was actually being sent.
THree days after order was placed, I called to enquire when item was being sent. Audio Affair rep confirmed he had seen the email (shame he didn't actually answer it) and would action it to be sent. Eventually, now three days after it should have been received the item eventually turned up.
Connected turntable to PC via USB to see no signal coming through on the right channel. Thought it may be a USB issue, so tried connecting via phono leads and same issue. Tried connecting via amp and it was intermittent right channel.
I researched online and found this was a common fault with this turntable. Called Audio Affair next day to report issue and request fix/replacement. I was advised th9is would need to come back for the turntable specialist to look out and he would confirm fault and send replacement if confirmed.
I was then sent an email I had to complete. I replied to this with all of the information and once again got no response, like the first time. I waited another 2-3 days then had to ring them and chased to find out when they were arranging collection. First time I was told someone would ring me back that day, which they didn't, so had to call again the next day.
Eventually spoke to member of staff who once again said they had my email and woudl arrange collection that very same day. I left the turntable on reception at my company and low and behold no courier turned up.
I had to call Audio Affair AGAIN to find out why courier hadn't arrived. I was then told collection was missed as they came to the back door. Collection was arranged again for the Monday, as this was a Friday.
Item was collected on Monday. 1 week later, the following Monday I had to phone AGAIN for another update. I spoke to John and clearly explained I was awaiting confirmation of the fault on a returned product. He said he would ask Dan to call me back. Dan then called me back some hours later as he'd heard there was an issue with courier and the collection. I was very frustrated by this point, as clearly internal communication is as much of an issue as external communication. I explained I hadn’t said there was an issue with the courier, as he himself had sorted that the week before, so they should have the item back now. I was ringing to ask if the fault had been confirmed.
I was then informed it had gone back to Audio Technica for them to also verify the fault Audio Affair had found. I asked how long this would take and Dan didn't know. So the turntable specialist did not honour what he had said and action a replacement being sent, it was simply sent back (which confirms they acknowledge the fault existed) and no-one at any point thought to call me with an update or let me know what was going on.
I said I would like a replacement sent as the product was clearly faulty for Audio Affair to send it back to Audio Technica and I wasn’t prepared to wait any longer. Audio Affair said they had to wait to confirm if I had damaged it myself or not. By this point I was losing patience fast due to being messed around for so long and never been kept up to date with what was happening and now I still wasn’t going to be sent a replacement.
I mentioned that under distance selling regulations I was entitled to a full refund (even it it was open), additionally I had been sent faulty goods and I am covered by my credit card company on faulty purchases, so if I didn’t have a suitable response with an ETA for replacement that day I would simply seek the money back and buy another one elsewhere.
Eventually I had to ring AGAIN later that day for an update as no-one called me back. I was then told by John that a replacement was going to be sent out to me now, but they had to wait for stock coming in again. This could be 3-4 more days.
It amaze me how every time I ring Audio Affair there have been developments, but no-one EVER takes the time to call the customer and potentially completely prevent this terrible review of their business.
It is now 3 weeks since I placed the original order and I still don't have a replacement turntable for the faulty one.
To be continued....!!
I placed an order for a hi-fi which I could have gone and picked up from my local hi-fi store, but with the next day service on offer, I thought i would use the website and save the journey. It stated items ordered before 3pm would be next day andI ordered at 2pm.
I needed it to delievered to a different address to my billing address and the website asks you to ring up to do this. I called and spoke to Andy who told me to enter the address in the special instructions section online. A bit stupid.. if that's all your asked to do.. I expected the order to be processed over the phone?
I waited for the parcel the next day which never arrived.. so I called to enquire. Andy told it had been sent out to the billing address not delivery by mistake and my special instructions had been missed (even after me specifically ringing to ask about this and him knowing my order was coming through minutes later...??). He said it would be late now and not with me that day.
That evening I went onto their carrier's website, Yodel and tracked the parcel with the tracking number supplied by email and I noticed it had only been collected from Exceptional Audio Visual that second day, not the day before. So, I had been lied to and the item hadn't even been at all the day before, even thought it was well before 3pm cut off.. so there was no way it would ever have got to me.. irregardless of the address being missed. Why wasn't he just honest?
I called back the next day to ask why I hadn't been told it wasn't even sent. Andy tried to back track but was caught out. I wasn't impressed!!
I then asked was it still due to arrive that third day... During this phone call he looked up my parcel on the system and now told me it wasn't going to arrive again as it was being sent back to them due to the address being used. I was so annoyed.
Andy then said he would need it back to them and then sent to me. I asked did he not have another i stock he could send.. to which he said no at first.. then changed his mind and said yes.
Eventually.. Four days after it being ordered (not the next day) the item arrived. In hindsight I should have gone to the local hi-fi store.. as the service from this company was terrible. If I hadn't kept chasing this like I did I think it woudl have taken even longer and I wouldn't have been kept informed.
If you offer next day service if ordered before 3pm - send the goods.
If a customer calls with a different delivery address - use it.
If something goes wrong thing the best way to reolve it.. without the customer havin to come up with the solutions like in this case..!
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