Awful experience - Filthy purifier arrived
Awful experience. I bought a Sqair purifier that arrived filthy, disconcertingly so. Black finger prints all over it and red marks. I contacted Sharon at SmartAir about this and she was defensive from the outset, stating she couldn't see how this was possible and requesting photographic evidence (I can understand asking for photos, but not the defensiveness). She then said well what do you want to do then, again defensively. I said a replacement would be great (one that is clean I hoped). I provided the photos and Sharon said someone would collect this. I received a call from David in the warehouse who was lovely and he arranged collection the next day, he'd said they would also deliver my replacement that day too. (He said that he thought the purifier must have had the filter changed and they'd not used gloves, this was why it was so dirty all over - still doesn't feel reassuring when it's an air purifier, it makes you 'feel' like it's been used). The dirty purifier was collected and thankfully I kept the receipt for this as nothing came as a replacement for the next 9 days. Sharon, when I contacted her again, said she'd need to locate both items before she'd issue a refund (!?). I then received an email a few days later saying I'd be issued a refund and it might take up to 5 days, "...but is usually much quicker..." She was this time apologetic. Eight days later nothing had been refunded. I had to contact them yet again (the fourth occasion) to state that if I was not refunded by the end of the day I'd issue a dispute via Paypal. Ping, into my account comes the refund. I find this customer service appalling. I'd been nothing but really calm and understanding all the way along. I wouldn't touch them with barge pole or two!