Euroboilerparts Reviews 

Reply from Euroboilerparts

May 16, 2024

Dear A Green,

Thank you for your feedback. We regret any disappointment caused by our response to your inquiry. As an e-commerce shop, we focus on providing accurate stock information for the parts we carry. Our customer service team, while dedicated to assisting with inquiries, are not boiler engineers and thus, we are unable to provide technical advice or alternatives for parts not in our inventory.

We appreciate your understanding and value your input as it helps us improve our customer experience.

Reply from Euroboilerparts

Updated May 23, 2023

We apologize for any confusion caused and appreciate your feedback. We would like to reiterate that we promptly responded to your initial message and offered to send a free replacement for the damaged part. We also explained that the damage was primarily aesthetic and would not affect the functionality of the product. However, we understand your preference for a replacement of the entire part.

In accordance with our Terms and Conditions, we informed you that we can either refund or replace the part upon inspection, with the returning postage to be covered by the customer. We regret that you were not willing to pay for the return postage and requested a return label from us. We would like to clarify that, in compliance with the Consumer Rights Act 2015 and the Guidelines from Trading Standards, we have made it clear that return postage is the responsibility of the customer. However, we are still happy to proceed with the replacement or refund as long as the part is returned to us within the specified time frame.

Once again, we apologize for any inconvenience caused, and we remain available to assist you further.

Sally
Euroboilerparts Customer Service Team,

23/05/2023
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UPDATE TO OUR FIRST REPLY:

We would like to provide further clarification based on the Trading Standards Guidelines. Please refer to the following link for more information:

[Trading Standards Guidelines - Return Delivery Charges](https://www.businesscompanion.info/en/quick-guides/goods/delivery-charges#Returndeliverycharges)

According to these guidelines, unless we have explicitly agreed to cover the return costs, the consumer is responsible for paying the return costs. However, this is contingent upon us providing you with the necessary information before the contract was established. If we failed to provide the correct information, we will be responsible for the return costs. Detailed information regarding the information requirements can be found in the guide 'Consumer contracts: distance sales'.

In situations where the consumer has the right to return goods due to reasons such as faults or misdescription, they are entitled to have the goods collected free of charge or to be reimbursed for the reasonable costs of returning them.

As we mentioned in our email dated 16/05/2023, both our Terms and Conditions and the email itself explicitly state that the cost of returning goods is to be covered by the client. If your refund is approved, it will be for the total price of the sold goods. In the case of a replacement, the postage for the returned item is to be covered by you, and we will send the replacement while covering the delivery fee for the replacement item.

Regarding the chargeback on your card, as per regulations, it is necessary for you to provide your card company with proof of the return of goods to the retailer, along with any correspondence you have had with us while attempting to resolve the issue, and our terms and conditions.

We value our relationship with our customers and understand your concerns regarding previous negative reviews. We would like to assure you that we have taken those concerns seriously and have made improvements based on feedback. We are committed to enhancing all our policies and procedures for the benefit of our customers.

Once again, we are eagerly awaiting your decision on whether you prefer a refund or replacement, as well as the date when you will be returning the item. We are ready to take appropriate action based on your choice.

Best regards,

Sally
Euroboilerparts Customer Service Team

Reply from Euroboilerparts

Mar 27, 2023

Hello Matthew,

We apologize for the inconvenience and frustration caused by the damaged part you received from us. Our customers' satisfaction is our top priority, and we are committed to ensuring that all our products meet the highest quality standards.

We take all customer complaints seriously and would like to investigate this matter further to resolve it as quickly as possible. Could you please provide us with your order or invoice number and contact details so we can locate your order in our system to contact@euroboilerparts.co.uk to the attention of Letizia?

We understand your frustration with the lack of response from our customer service team, and we are actively working to improve our communication processes to ensure that we are more responsive to our customers' needs.

Once again, we apologize for the inconvenience caused and hope to have the opportunity to rectify this situation to your satisfaction.

Sincerely,

Letizia
Euroboilerparts.co.uk

Reply from Euroboilerparts

Mar 27, 2023

Hello Mike,

We appreciate your feedback and would like to assure you that we take all customer complaints seriously. We do our best to ensure that our products undergo rigorous quality checks before shipping to our customers.

In regards to the return policy, we understand your concern about the restocking and inspection charge. However, this is a standard procedure that we have in place to cover the costs associated with inspecting and testing the returned item before it can be resold to another customer.

Please be assured that we do not want any of our customers to receive faulty items. Can you provide me with your order details so that I can look into the issue further and see what can be done?

I apologize for any inconvenience caused and appreciate your patience and understanding in this matter.

Letizia
Euroboilerparts.co.uk

Reply from Euroboilerparts

Mar 27, 2023

Thank you so much for taking the time to leave such a positive review! We're thrilled to hear that you had a great experience with us. We are here to help!

Best regards,

Letizia
Euroboilerparts.co.uk

Reply from Euroboilerparts

Mar 27, 2023

Hello Bob,

I know this answer comes a year after your review but we just claimed this Trustpilot profile and are checking the feedback received.

Thank you for bringing this to our attention. We're sorry to hear about the issues you experienced with our product and we apologize for any inconvenience caused. We take all reports of safety concerns very seriously. If you could please provide us with your order details and any other relevant information, we would appreciate the opportunity to review the situation and address any issues. We do offer a warranty on our products, but each product has specific warranty terms that apply to them.

About your claim that the parts we sell are not new, I can assure you all our spare parts are new at the moment of shipping them, we don't sell refurbished parts. In regards to the return policy, we have processes for inspecting returned items to ensure the quality and suitability before approving a refund, replacement or restocking of a products.

Please be assured that we do not want any of our customers to receive faulty items.

Once again, we're sorry that we didn't meet your expectations and we apologize for any inconvenience.

Best regards,

Letizia
Euroboilerparts.co.uk

Reply from Euroboilerparts

Mar 27, 2023

Hello Yakub,

Thank you for taking the time to leave a review.
We're sorry to hear that you had a negative experience with our company. We do have a restocking fee in place for returned new parts, as outlined in our terms and conditions, but we understand that this may not have been clear to you when making your purchase. We apologize for any confusion caused and we appreciate your feedback. We will make sure to make our TCs more prominent for everyone to see.
Thank you.

Letizia
Euroboilerparts.co.uk

Reply from Euroboilerparts

Mar 27, 2023

Hello John,
we recently claimed our business profile and wanted to take a moment to address any outstanding reviews. We apologize for any previous lack of response to your feedback, as we were not aware of the reviews prior to claiming our profile. We take all customer feedback seriously and value your input.

Moving forward, we will do our best to respond promptly to any future reviews or concerns you may have. Thank you for bringing this to our attention and please don't hesitate to contact us with any further feedback or questions you may have.

Letizia
Euroboilerparts.co.uk

Reply from Euroboilerparts

Mar 27, 2023

Hello Steve,
we recently claimed our business profile and wanted to take a moment to address any outstanding reviews. We apologize for any previous lack of response to your feedback, as we were not aware of the reviews prior to claiming our profile. We take all customer feedback seriously and value your input.

Moving forward, we will do our best to respond promptly to any future reviews or concerns you may have. Thank you for bringing this to our attention and please don't hesitate to contact us with any further feedback or questions you may have.

Letizia
Euroboilerparts.co.uk