Hannah Walkers profile

Reviews (1)

Pixmania

An absolutely appalling company to deal with – I will ‘NEVER’ use them again!

They don’t even deserve one star, this company should NOT be trading, they have extremely poor customer service.
I recently ordered a laptop just before Christmas (23rd December 2011) I wanted to cancel the order as I had found another laptop I preferred. I contacted pixmania via email asking to cancel the order and wanted a refund. I was informed by pixmania that as they had already dispatched the product. I was to refuse the delivery of the parcel and I would get a refund once it had been returned (see email below)

“Thank you for your email.

Following your email concerning the cancellation of your order, please note that parcel is being prepared for shipment and we can no longer stop your order. You must refuse delivery upon arrival of the parcel. Once it has returned to the warehouse, we can then process a refund for you.”

I emailed the a few weeks later after not hearing anything and no refund. They started an investigation into where the parcel was as they were saying that they had not received it back in the warehouse (HOW CAN YOU LOOSE A PARCEL THAT HAS A TRACKING NUMBER?????????)
After finding out the tracking number at YODEL DELIVERY, it clearly states on the tracking itinerary that the

Consignee Cannot Be Reached (STOKE HOME DELIVERY)
28th Dec 2011 10:28

THEREFORE I DO NOT HAVE THE PARCEL!!!!

Pixmania are basically telling me that they do not have the parcel, after investigations at yodel delivery company, they do not have the parcel so therefore I am not entitled to my refund of £500.
So after following pixmania’s instructions and many unhelpful emails with pixmania’s service department and people lying about where this laptop is, they have informed me that the investigation is closed, sorry for any inconvenience caused!! (What a joke!!!)

I have lost my money and am now seeking legal advice.

*ONCE AGAIN* HOW COULD THIS HAPPEN ON A TRACKED PARCEL?????

*DISGRACFUL COMPANY AND CUSTOMER SERVICE*

Monday, February 27, 2012

Reply from www.pixmania.co.uk

Hello
Thank you for your review.
I am sorry that the laptop was lost on its return to us.
We try to ensure that the couriers deliver and return the products to us and our clients in perfect condition and in the promised timeframe. If an item should go missing in transit, an investigation will be opened with the courier in question, and you may be asked to send certain documents to aid us with the enquiry. Once the investigation is accepted by the courier and has been closed or the item is found we will be able to refund you.
I ask that you please contact me on rachel@pixmania.com with your order details so that I may review your file and the investigation in progress and contact you directly.
Kind regards
Rachel
Pixmania

Hannah Walkers profile

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Hannah Walker
Reviewer
manchester, United Kingdom

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