Hi Samir,
We’re really sorry to hear that you feel this way and appreciate the opportunity to clarify what happened.
Firstly, the machine you purchased was a plug-and-play model, which doesn’t require installation or training — something that was made clear at the time of purchase. However, we still offered to send out an engineer if that would have made you more comfortable, even though it wasn’t necessary.
You mention that the machine was delivered late, but your order was placed on a Friday evening, and the machine arrived on Monday morning, which is in line with our next working day delivery promise.
Regarding promotional materials, we delivered free posters to you by Tuesday morning — even though this isn’t typically something we include as standard. You requested more than we usually supply, but we did our best to accommodate that without charge.
We spoke with you several times on the phone, during which we reiterated that the machine didn’t require an engineer, but we still booked one in to visit you as a goodwill gesture. Due to high demand, the appointment was booked for the earliest available date, but this wasn’t soon enough for you, and you opted for a refund instead.
To be clear, you paid a deposit on the 20th of June, and by the 23rd, you were already requesting a refund — three days later, despite having received the machine. We then issued your full refund on the 1st of July, just seven working days after your request. We also arranged collection of the machine, but due to scheduling issues, you ended up liaising directly with the manufacturer — and as far as we understand, you still have the machine despite the full refund being issued.
We always aim to support our customers and are sorry that this situation left you feeling disappointed. That said, we believe we acted fairly, professionally, and swiftly at every stage — including offering a payment plan to help spread the cost, which meant the full amount wasn’t even paid at the time of delivery.
While this experience didn’t work out as hoped, we genuinely wish you the best moving forward and thank you for considering us in the first place.
Warm regards,
The Bonco Leasing Team
