Lunirel have left my mother high and dry

cat_plant

My mother brought a Portable Air Conditioner - Energy Efficient & Compact Room Cooler from lunirel for £176 on 3rd July . They eventually sent a desktop air conditioner. Lunirel email support insist on a video of my mother starting the air conditioner. She is 88, has arthritis and can not post videos and is not keen to get her elderly friends to do so. It is difficult for her to remove from the box. She's very upset and feeling like a mug.

I then tried to contact lunirel and got the same response. I tried to ring but there contact number has been discontinued.

I'm a bit stuck as to what we can do next. It's a lot of money and very hot now again.

Any advise.

Thank you

(Removed by Forum Team)

Woodstok2000

Did she buy it from a store, or online? When did it arrive? Is there a problem with the unit? Is the one they sent different to what she ordered?

mta999

and how did she pay

Woodstok2000

Looking at their site and the trustpilot reviews, it has all the hallmarks of a drop-ship retailer so getting anything out of them is going to be challenging.

eskbanker

It is difficult for her to remove from the box

That presumably implies that it hasn't been used yet, so does that signify that her issue is that she believes it not to be what she ordered?

https://lunirel.com/products/portable-air-conditioner-energy-efficient-compact-room-cooler seems to equate to the item description mentioned above, and is illustrated as a compact unit on a table, so could perhaps be described as a 'desktop' one?

flexyfox

https://forums.moneysavingexpert.com/discussion/6679676/lunirel-have-left-my-mother-high-and-dry

That’s really frustrating, especially given your mother’s age and the difficulties she has with handling the unit. If they’ve sent the wrong product, it seems unreasonable to expect her to prove it by making a video. I’d keep all the emails and order details and pursue it in writing so there’s a clear record of what’s happened.

Alderbank

Lunirel are drop shippers. All their goods are sent from China.

They make no secret about this, their website says:

To keep our prices competitive and our service efficient, all orders are shipped directly from our warehouses in China to your doorstep. This direct-to-consumer model minimizes extra costs, allowing us to pass on the savings to you.

What This Means for You

Competitive Prices – By shipping directly from China, we cut costs and deliver better value directly to you.

Delivery Times – Since our products are shipped from China, delivery times may be longer than local shipments. 

I'm sorry your mother is very upset and feels like a mug. If you are able to confirm which product she bought (their website has dozens of different 'portable coolers') and also tell us why she feels like this (does she need help or instructions to operate the device, has she changed her mind and wants a refund, is the device faulty in some way, etc.) then we might be able to advise your mother what remedies are open to her and what actions she should take.

sheramber

More information would help, rather people guessing.

Did she buy it online?

How did she pay?

What was your complaint to Lunirel?

Why do they want a video of her starting it?

FlorayG

At that price, it's unlikely to be a real air conditioner - it's probably a fan with a holding unit you fill with ice

elsien

does the size of the box that she has received match the description for what was ordered?
did she check the dimensions before ordering? She won’t be the first or last to be caught out by a picture of it suggest something is a lot bigger than it really is.

Jumblebumble

https://forums.moneysavingexpert.com/discussion/comment/82101656#Comment_82101656

I cant believe this to be the scenario

No one in their right minds is going to want the recipient of a potentially wrongly delivered item to start using it unless they want to say its used so no refunds