Help Please

smirnnie

I placed an order on the 21st may, with Pixmania.co.uk and I received a Beko DW450, (described on site as Black and a sleek design to enhance the look of any kitchen.) Product arrived on 26th May 2010 Delivered by Curry's. But the dishwasher was white and only a carcass.

Rang customer services at 11am on 26th May 2010, was informed they would contact their Tech Guys, because I was obviously sent the wrong item and they would get back to me. No reply from them at all. Rang again at 4pm 26th May, to be told they are looking into it and I would receive an email ASAP as to what to do. No email arrived. Rang again 4 times today 27th May, I was continuously cut off, then on my fourth phone call I was informed they were having computer problems, they took my mobile phone number and promised to call before lunch as the computers would be back up again by then. Still nothing.

Rang again today 27th May at 2pm, to be told they are waiting to hear from their head office on what to do, they asked me to be patient (personally I think I am being very patient) and I would be contacted ASAP before close of day.

So in the meantime I decided to try a different number found on my receipt for Aftercare. This put me through to Beko, who informed me the dishwasher is not supposed to be black or sleek and is supposed to be hidden in the kitchen, not enhance its look. They advised I contact Pixmania, as they were not describing the machine correctly at all.

Rang again 27th May at 4.30pm, as I still didn't receive my promised response and the office closes at 5pm. Told the response from head office was still not ready and I wouldn't hear from them now until tomorrow morning 28th May 2010. I have a feeling this might go on and on for some time. And reading reviews on various sites (which I wish I had read before dealing with this company) I would like some advise on where I stand and what rights, if any I have if this company continue to fob me off.

Thanks in advance.

KeithP

Under Distance Selling Regulations, you have seven working days, starting with the day after delivery, to tell the supplier, Pixmania, you do not want the goods.
Send them an email soon telling them that and asking them to collect the machine and refund your money.
You do not need any reason to be able to do this.

Clearly the machine does not match the description, and is not suitable.
For this reason, you should not have to pay for the return of the thing... whatever their T&Cs may say.

smirnnie

Thankyou so much for your quick response, I will send the email now.

sarahg1969

On the description on the Pixmania site, it clearly states that it's a built-in dishwasher. It does say it's black, but the photo shows a cupboard door on the front. So it wouldn't really matter what colour it was.


I also see that Pixmania is not a UK company, but a French one, and that they have their own T&Cs for returns on the site - different from the UK DSR.

For reimbursements:
- If the product is returned within 7 days of its delivery, the User will be reimbursed by bank transfer if payment was made by bank card, or by cheque in other cases. If the User paid by bank card (via a bank card reader), reimbursement will be made by cheque.
If tests need to be carried out on the product, in the framework of the right of retraction, Pixmania will do its best to reimburse the User as quickly as possible. This time period will depend on the nature of the technical tests performed by the After-Sales Service of your product’s manufacturer, for a maximum period of 3 weeks.
- If the product is returned between the 8th and 15th day after purchase: you will be refunded in the form of gift vouchers
Only Kitchen and Home Appliances and TVs with a delivery fee of 19.99£.
Cancellations:
You can cancel your purchase at any time up to 7 working days following the day you receive the goods. In this case please call us on 0844 369 0372 (open Monday - Friday 9 am - 5 pm) with your order number (example CCL065214521) or send an e-mail to currys_uk@pixmania.com with the serial number of the product to be returned. We will then arrange to collect the goods from you.
Your product must be complete and in ‘as new’ condition (i.e. if you have opened the box to examine the product you must have done so without damaging or marking the product or packaging). It must not have been used or installed. It should be returned with the original box, packing and accessories you received with it. By following the steps above you will receive a full refund for the price of the product. However, you must pay the following charges if the goods are collected from you:
Product Type Collection ChargeLarge kitchen appliances, 21” TVs or larger£19.99All other items £7.99

KeithP

So Pixmania is a French company.

This appears to be a clever way for DSG International plc to get round the DSRs.

Order from Pixmania, delivered by Currys...

Nevermind, we're all the same company, but without the responsibilities.

smirnnie

sarahg1969 wrote: »

On the description on the Pixmania site, it clearly states that it's a built-in dishwasher. It does say it's black, but the photo shows a cupboard door on the front. So it wouldn't really matter what colour it was.

Yes I realise it is built in, I have an older kitchen with black doors. I didn't have the funds when putting the kitchen in a few years ago to purchase a dishwasher. Later I learned the kitchen company were no longer supplying 450mm doors for slimline dishwashers, which is all I have space for.

So when I seen an advert for a built-in black dishwasher, I mistakingly thought my luck was in. Knowing nothing about kitchen installations, I believed this built-in dishwasher would be black and would suit my needs.

Yes I see now, this was a stupid mistake made by me. But I still believe their advertising of this product is very misleading, as it is also described as 'a sleek design to enhance the look of any kitchen' Now if it is white and just a carcass, which needs to hidden, then how can it enhance the look of any kitchen?

Thankyou very much for your response. I have sent an email to Pixmania customer services, quoting their after sales legal guarantee;

Shipping fees of the products are the customer’s responsibility.

However, if the product does not conform to the product description, shipping fees will be reimbursed to the customer.

and asking for a full refund and collection of the item.

Hopefully I will get a response quickly.

Dee_from_Kent

HELP HELP ... New here today - and not sure how to opena new thread to post my issues so adding onto this page in hope!
I on Tuesday I ordered online a Vibrostation ( vibrating plate machine) for £895.00 Via credit card - initial payment taken of £299.00 and 4 payments to be taken thereafter. The site quoted 28 day money back guarantee. I have been unwell and hoped it would help with my health and getting back to work INSANE I realise now but was grabbing at straws - I had to contact the site as I there was a mix up in the address and in the email I sent them I stated that It was my understanding it was a 28 day money back guarantee, and continued to explain the mix up over address. I received an immediate call back from someone that took correct information - he never mentioned any additional information regarding the 28 day money back guarantee. The machine arrived promptly and was huge far larger than I could ever have imagined. I opened one box and began to read the manual which proceeded to mention things that if you suffered with or may have such as Diabetes and Tumours ... this caused me to look up for more information as I was frightened by this and decided that I was not willing to take ANY risks. I have now been told that I am liable to pay £~70 return fee. I hadn't been aware of this and although was going to struggle paying monthly for this "health" machine can't justify paying £70 for nothing other than it's return ... Am I legally bound to pay the £70? even tho there was no reference or contradiction to my email stating 28 day money back guarantee? I am unhappy to use the machine after reading the reports on the net. Where do I stand? My income is only £62.00 per week. The machine was to get me ( hopefully) fit and well and out of depression and stress and back to a working world and life. Now I feel worse than ever and don't know what to do? HELP? ....

smirnnie

Hi dee I am sorry you find yourself in this situation and wish I could help. Unfortunately I don't have the expertise, but I am sure someone will help you shortly.

Rang pixmania customer services yet again today 28th May, they told me they had sent emails trying to arrange collection, which I hadn't received. I asked them to please resend those emails, which they did. I asked if I would be getting a full refund, shipping costs included and was informed yes, as soon as the product reaches them in FRANCE!!! I find this very strange, as the product was delivered by Curry's depot in Mallusk, Belfast, which is 10 miles down the road from me. It seems a waste of money to have that item collected again by Curry's in Mallusk, just to send it to France. Collection will be tomorrow hopefully, but should I not have an instant refund, when the product is collected? Its £226.80 which is quite a considerable amount of money on my income and money I have spent the last 6months saving. Also I worry after weeks of waiting I will again be put in the position of chasing Pixmanis customer services for my money.

Any suggestions would be appreciated.

Thankyou.

PixmaniaUK

Hello,
Thank you for your review.
I am sorry that the product that you have received does not conform to the description on our site and for the problems you have had with our after sales service.
We take the utmost care to satisfy all requests of our customers and I am sorry if your experience with our customer care agents was not satisfactory.
If your situation has not yet been resolved l invite you to contact me directly with your order details on [EMAIL="mediator_uk@pixmania.com"]mediator_uk@pixmania.com[/EMAIL] so I can investigate and provide an immediate solution.
Kind regards,
Rachel
Pixmania Mediator

savemoney

PixmaniaUK

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