Eufy Camera (faulty) - I cannot get a replacement?

anotherday1974

I purchased a camera directly from Eufy, but it is faulty. I am stuck in a continual cycle of emails to try and get a replacement with a potential free return. They keep asking for serial numbers and god knows what. I am sure the emails are sent by a chatbot thing. I have lost count of the stupid messages. One email said they sent a replacement, but nothing. I asked for the tracking number, but they sent the tracking number for the original faulty item that was delivered a month ago. I tried phoning and I only get a recording to say I have to contact by email. 

Please help!

I simply want a camera that works! 

How can I get a replacement or full refund if they just keep putting blocks in the way? 

I only purchased 21 November 2024. 

born_again

Have you tried ringing them on the UK number on their website.

anotherday1974

born_again said:

Have you tried ringing them on the UK number on their website.

Yep. The UK phone number simply tells me to contact by email. 

I am stuck, since I am just stuck in a cycle of emails and getting no closer to getting a working camera. 

anotherday1974

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Undervalued

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Short answer - sue!

A chargeback is dependent on the banking rules, rather like stopping a cheques. It makes no judgement on the rights and wrongs of the dispute. If the bank / card company will allow it then try.

If it was over £100 and you used a credit card then the card company is liable if the supplier fails to meet their legal obligations.

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

born_again

Was it faulty when you received it?

anotherday1974

born_again said:

Was it faulty when you received it?

Yep. It arrived faulty.

user1977

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

anotherday1974

user1977 said:

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

Wow. I didn't know that Eufy UK website resulted in a direct import from China. The delivery was quick, so I am sure it came from a UK warehouse. 

This is what I found via a Google search:

-----
The UK address for eufy is Suite B, Fairgate House, 205 Kings Rd, Tyseley HQ, Birmingham. 

You can contact eufy UK customer service by calling +44 (0) 1604 936 200, Monday to Friday, 9 AM to 5 PM (GMT). 
-----

So is this correct that the Eufy UK website is not a registered UK subsidiary company and the above address provides a false sense of security? 

Ps. nobody answers when phoning the UK telephone number. 

user1977

anotherday1974 said:

user1977 said:

Undervalued said:

anotherday1974 said:

Can I do a chargeback on my credit card instead?

What can consumers do if the retailer don't send a replacement or allow a free return? 

I am stuck in a continual cycle of emails and getting nowhere! 

Otherwise, as my first line, sue. Send a letter before action and if that fails file a small claim in the county court via Moneyclaim Online.

Might be tricky, when you're importing from a company in China:

17.1 This Agreement is governed by the laws of the People's Republic of China.-

17.2 Any dispute, controversy or claim arising out of or relating to this Agreement, or the breach, termination or invalidity thereof, shall be settled by arbitration in accordance with the rules of the Shenzhen International Arbitration Court. The arbitral tribunal shall consist of three arbitrators appointed in accordance with the said rules. The language of the arbitration shall be Chinese. The place of arbitration shall be Shenzhen, China.

(from their terms here)

Wow. I didn't know that Eufy UK website resulted in a direct import from China. The delivery was quick, so I am sure it came from a UK warehouse. 

This is what I found via a Google search:

-----
The UK address for eufy is Suite B, Fairgate House, 205 Kings Rd, Tyseley HQ, Birmingham. 

You can contact eufy UK customer service by calling +44 (0) 1604 936 200, Monday to Friday, 9 AM to 5 PM (GMT). 
-----

So is this correct that the Eufy UK website is not a registered UK subsidiary company and the above address provides a false sense of security? 

Ps. nobody answers when phoning the UK telephone number. 

A website isn't a company. The UK address isn't on their website. There does not appear to be any UK company listed on their website.

born_again

https://find-and-update.company-information.service.gov.uk/company/12251573

Is the only active company at that address. Even then it is overdue with accounts.

If you look on Amazon. most if not all Eufy products are via Anker Direct. Who are a Chinese Company.