ETOREN

Dear Sharafeldin Elawad, We would like to clarify some points towards your comments. The first steps when we receive feedback of defects is to verify the fault and at the same time try troubleshooting. This is to avoid time and cost if we were asked for ship back at once. Regards to "overheat" and "battery drain" complains, we would usually ask to observe if it persists after few days of use. New phone might sometimes feel hotter (not overheat) for few days as the processor is running in background to set up apps and copy data. We also note that this heating observation may be subjective to different individuals as some will compare it with a different phone which has different specs and hardware. Regards to your comments that "we found the overheating problem but returned the phone." We wish to correct your misunderstanding of our message - We found the heating to be of normal level, no overheating observed and thus proceeded to return without action. We have checked it internally and also sent it to Samsung service centre (as it is still under their warranty) and no overheating was found as per your complains. We wish to assure you that we have arranged shipback and cost of return, there are also no reasons we do not proceed repair at official service centre under official warranty if the overheating issue has been diagnosed by service team. Hope we have clarified the situation further.

Dear Edward, Thanks for your purchase at our store. We are sorry that our service did not meet your expectations and we would like to provide some clarifications regards to your feedback. Delivery days The item you ordered Galaxy S10 Lite is a discontinued model, launched over a year ago and thus there are now quite limited stocks available. We managed to arrange stock from another warehouse which still carries this model and therefore it took 2-3 days more than expected for logistics. At each of our product pages, you will see Estimated date which the item will leave warehouse, (in case of item you purchased, it is estimated at 1-3 work days as our order processing time). Next, based on country of delivery and delivery service selected, in your case UK standard delivery, you will see 5-8 work days. The Estimated delivery days is actually 6-11 work days. All dates provided have been indicated as "Estimated" on our site Broken Seal - One of reason for the open seal is due to the age of stock and model which sat in the warehouse. Our warehouse team would sometimes check to ensure that the unit is still in perfect condition before packing it in order to make sure your do not receive "Dead on Arrival" item. All items from our store are absolutely 100% brand new and we do not sell any refurbished item. If you do find any indications that the item is used, please do absolutely contact our customer support to report this issue. Finally, we understand that all our customers are anxious to receive their order as soon as possible, and we would always do our best to dispatch the order soonest. Most of our orders are delivered much within our estimated time. However, there are various factors, both in/out of our control that could affect our delivery days. Thanks for your feedback, we are not perfect but we ensure that we always do our best to get item into hands of our customers as quickly as possible! Rgds Etoren Support Team

Hello Carlos, thanks for your positive feedback on service you received! Regards to the charger, we source our products from different countries worldwide in order to offer best prices. The source of item and therefore the charger, might not be the same as your country. As all items are brand new unopened in original factory condition, we do not open the seal/box to replace the original chargers. We do provide compatible adaptor plug in the parcel, please contact our customer support in case you have not received it. rgds Etoren Support Team

Dear Fernando Perez, Sorry for the inconvenience you encountered. To clarify, we do not modify delivery address from customer's input and all address information information are automatically transmitted to DPD in order to generate DPD address sticker label. We believe that there might have been a technical problem on the data received. We do accept this responsibility of failed delivery and have engaged DPD to investigate and resolve this issue. We accept the responsibility for this failed delivery. We are truly very sorry for this inconvenience. As I understand from my colleague, they have provided compensation on delivery fees for the inconvenience you had to go through and that you have also managed to contact DPD regards to rearrange the delivery. If there are other problems we can help you with, please contact us anytime. rgds Etoren Support Team

Hello Khizar, You may wish to contact our customer support with your order details so we can check and provide you more information on the reason your order was cancelled. Regarding your payment, please note that all payments are processed via 3rd party payment processors (eg, Paypal, Stripe, Banks etc) for all ecommerce store. You may note that in general any payment/refund action from your account/refund process is processed by them and it may take 2-5 days delay for status to be updated in your account. This process is 100% handled by the payment processors and unfortunately, we do not have any control on the banking process. In any case, you should feel safe to know that in case of any genuine failure to receive your refund, you can simply contact the payment provider or your credit card company to enquire.

Hello Fabien, We take this feedback of no response from our customer support seriously. I would like to clarify with you that the mentioned order ID has already been completed smoothly without issues on 18th Dec 2020. Your current feedback is actually related to a separate general enquiry email you sent us on 21st Jan 2021 regards to Paypal payment failure for a 2nd order you are trying to make. We have actually replied to you on very same day that we will need to check this with Paypal and received your acknowledgement. I hope you have not missed that email. We are puzzled that you have left us a feedback now on the 2nd business day after your enquiry that we have not responded for a week. We kindly request for you to allow time for us to follow up your enquiry and get Paypal support to contact you. We like to share that we (and all eommerce sites) do not have access to your Paypal (or any credit card/bank) account details and do not participate in processing your payment for security reasons. I hope this information is helpful to you for next ecommerce purchase. For now, we are relieved that we have not missed to reply you for a week as you have mentioned., hopefully you can also kindly reconsider your review to rate us fairly. Please feel free to contact us directly if you have further enquiries. Our customer support is only available on business days Monday-Friday and we always strive to reply all customer enquiry within next business day.

Hello Tracey, Thank you for your feedback and overall satisfaction with us and your purchase! We would like to clarify the delivery time of orders from our site. At the product and checkout page, we provide estimated dates "Estimate to leave warehouse" (in case of UK orders 1-3 working days) and estimated delivery 5-8 working days (Standard Shipping) We received your order on 4th Jan and our customer support replied your email sent to us on 6th Jan that your parcel will be sent to our courier on 8th Jan (which is 4th work day). The courier then received and processed next work day on 11th Jan and you received delivery on 12th Jan. Your order was actually delivered on the 7th working day after placing order. I believe the misunderstanding is that shipping days should be counted in working days, not calendar days. We are sorry dispatch date was bit longer than estimated due to high volume at the moment, so sometime we do miss the estimated dates. We definitely do our best to always complete all orders as quickly as we can, We hope this clarifies it further. Hope to see you shopping with us again! Rgds Etoren Support Team

Hello Ossama, Thanks for your order at our store. Regards to your comment, I would like to clarify that the price you see at checkout page on our website is exactly the price we charge. We do not collect any additional above what you see at checkout page. The commission fee you mentioned is likely charged by your bank/credit card company. Some bank/credit card company may charge such fee when you make overseas transaction or in different currency. You may check with your bank regards to this fee they have charged so that you understand their fees for you future purchase. We can confirm that we do not collect addition commission fee as you mentioned. i hope this clarifies. please let us know if you have further questions. rgds Etoren Support Team

Dear Mr Murray, Thank you for your feedback regards to an error in product description, we have made the necessary corrections. I am glad that we managed to resolve your query and delivered your intended item successfully. Thank you for your patience and hope to see you back again! rgds Etoren Support Team

Hello Morteza Nik, Sorry to hear on the incident. We would like to assure you that all our items are 100% brand new and authentic. Dead pixels do happen sometimes in all kinds of products that uses LCD display. If it exceeds a certain number of pixels, it may be eligible for warranty claim. This is in line with market standards for treatment on dead pixel cases. Please do contact our customer support for more information. Note: regarding your comment: "probably it is fake Samsung or perhaps they sell cheaper versions that supposedly be sold in Middle East and not UK and EU" It is not true that there are cheaper/inferior versions of same model to be sold in Middle East and better ones for UK/EU. All models are produced in Samsung factory with quality control and equivalent/same parts. Unfortunately, we do not support your comment as it sounds discriminating to imply that cheaper version be sold in Middle East. rgds Etoren Support Team