Purchased item faulty & supplier will not respond
Purchased item returned due to not being able to activate same. Returned from company stating that it was fully operational which is not the case but regrettably I cannot get them to even contact me to action a return & refund for the faulty product.
Reply from BuyInSecret.co.uk
Hi Sue,
Thank you for your feedback.
We are sorry to learn that you feel our service has not met your expectations.
As per our Return and Refund policy, all customers are eligible for a full refund or a replacement when they receive a faulty or damaged product.
We acknowledge receipt of your returning product via our Free-Post address.
Our records indicate that the first inspection of the returning product performed by our Quality Assurance Team found no fault.
A secondary independent inspection undertaken by the product manufacturer concluded the same result of no fault found.
Finally, a third inspection, again performed by our Quality Assurance Team, found no fault.
For the protection of our customers and to ensure we maintain the highest health protection and hygiene standards, we are unable to accept returns on the type of product that was returned unless faulty or damaged.
As a good-will gesture and contrary to our policy terms and conditions, our Customer Service team waivered any inspection costs incurred plus the return postage fee. Our delivery tracker shows that you safely received your non-faulty product on 30th June.
Again, we apologise if you feel our service here has not met with your expectations.
Sadly, one of your email responses breached an internal policy in place to protect our Customer Service Team from inappropriate and/or threatening emails. The consequences of which has resulted in your email address being blocked.
In good faith, this block has now been removed so if you would like to retry contacting our Customer Service Team for any further assistance you can now do so.
Kind regards,
The Customer Service Team
