Supplydivision Reviews 5

Last year I ordered elastic from this company, but unfortunately had to return it because it did not have the level of stretch that was advertised online. Before placing the order, I had actually requested a sample so I could check the quality first, but the sample was never sent.

After returning the elastic, I received an email from the company claiming that I had used approximately 25 metres of the product and had returned it in “very poor and unmerchantable condition.” They said the reel had been unwound and poorly rewound, making it unsellable. Because of this, they rejected the return and only offered a £20 + VAT refund from the £71 + VAT I had originally paid.

To summarise their email: they claimed I had heavily used the product, unwound a large amount of elastic, and returned it in a condition they said could not be resold. On that basis they refused a proper refund and offered only a partial goodwill credit.

This was completely untrue. I did not cut off 25 metres of elastic from the 250 metre roll, I returned the reel in the same condition it was received. I couldn’t even use the elastic because it didn’t match the advertised stretch in the first place. Even if their claim had been accurate (which it wasn’t), refunding only £20 from a £71 purchase would have been extremely unreasonable.

I chose not to respond further because my previous communication with them about the missing sample had already been met with passive-aggressive replies and sarcasm. I opened a chargeback with my bank & was able to receive the full amount back.

Based on my experience, the owner shows very little respect for customers. The tone of their communication was dismissive and accusatory rather than helpful or professional. Judging by the number of other negative reviews describing similar experiences, this unfortunately seems to be a pattern.

I would strongly recommend looking elsewhere.

Called as a potential customer. I work in education and we will need a wide range of supplies on a regular basis.

Needed a quote for a few things before signing up and creating an account etc (unable to create account myself as this will be done by the relevant department)

asked for said quote, told outright no, they don't do that need to create profile etc. Fine, kind of, but I needed this quote for the department to set it up.

Met with extreme rudeness and outright hostility by the guy on the other end of the phone. Explained the situation and was basically told its not his problem and to get lost.

the worst customer service I have received in a long time.

I DO NOT RECOMMEND

I ordered approx at 8am realized I made a mistake called as they opened told the person who in turn said they will call me back shortly to cancel. I waited an a hour and called back a gentleman called back and said it’s already packed and he can’t recall it !!! I’ll leave the rest up to you to decide.

I ordered some elastic cut to size which I paid for in full. The order came very quickly and the company seemed very professional.

However I made a mistake and ordered the wrong elastic. When I contacted the company to see if anything could be done I was met with aggression. The mistake was mine and all I wanted was a little compassion and perhaps a small discount on a replacement order. I have never had a customer experience like it. We exchanged a few emails, here is the final response of which I have not answered as it was quite upsetting.

My email...
You have no doubt done a professional job however your email tone has been quite aggressive. I have been quite clear that it was my mistake and I am surprised by your customer service response. A little compassion can go along way.

Their response....
As for your bizarre attempt to somehow take the moral high ground we can only pity you. Your "high and mighty" attitude may work with some but to be honest we think you should seek help. Why you just can't accept that you made an error and that you should pay, we cannot understand. Perhaps you are of the mind that other people should pay for your life? That our families should subsidise you because your need is greater than others. You have absolutely no idea what they have done or what we as a company have done to contribute towards the well being of people during this crisis, non. You have absolutely no idea of the loss or sacrifices we have endured.

We're glad you will go an become a burden on some others but sad they will have to deal with your attitude. We sincerely hope, for your peace of mind, that you actually comprehend your demanding nature and do something to alter it.

Take responsibility for yourself and your actions.

Keep safe & kind regards,

Neil Sissons