Very poor customer service.
Very poor customer service.
I purchased a steamer from this company 7 months ago!
The steamer developed a serious electrical fault — it started making sparks and even flames when being plugged in. This is clearly a safety issue, not normal wear and tear.
When I contacted customer service, they initially confirmed that the product has a 1-year warranty, but then said it only applies if the machine is used at home. If it’s used daily for work, they say it’s “not their problem,” even though the fault is electrical and dangerous, not caused by misuse.
Despite explaining that sparks and flames inside the unit indicate a manufacturing or electrical defect, they refused to take responsibility. The only response I received was that it’s “not their business.”
Very disappointing attitude and zero support for a clearly unsafe product. I would not recommend this company based on their lack of responsibility and poor customer service.
Update:
After posting this review, I was contacted in a very unprofessional manner and put under pressure to remove it. I was told that if I do not delete my review, they will contact Polti regarding my warranty. This felt like an attempt to intimidate me for sharing an honest experience.
This behaviour further confirms my concerns about their customer service and professionalism.
Reply from Indors
Dear EXPERT CLEANING,
we are sorry to read this review, especially because it does not accurately reflect what actually happened.
We would like to clarify a few key points:
Warranty
We never stated that the product was “not under warranty.” On the contrary, we correctly explained that the warranty for professional/business use is 12 months, as specified by the manufacturer’s conditions. At no point did we deny the existence of a warranty.
Support provided
From the very first contact, we offered two concrete solutions:
– collecting the product and sending it to Italy for technical inspection, or
– contacting Polti directly to arrange service in your local area.
After that, we personally contacted Polti, who responded positively. In order to facilitate and speed up the process, we even asked Polti to replace the product, despite the fact that it had been used for approximately 7 months in a professional cleaning environment, while the machine is intended for hobby/domestic use.
Review and alleged pressure
After the negative review was published, we simply asked—politely—whether it could be reconsidered or removed, given the concrete efforts we made to resolve the issue.
We never threatened to deny repairs or replacement, nor did we condition the warranty service on the removal of the review.
We only informed the customer that Polti would be made aware of the review, which is entirely normal when assistance is handled jointly with the manufacturer.
For these reasons, we believe it is unfair and misleading to describe our behavior as “irresponsible” or “intimidating,” when the facts clearly show the opposite.
We remain fully available to complete the assistance process in the quickest and most appropriate manner, as we have always done.
Kind regards