Pole Design Reviews - www.poledesign.co.uk

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★★☆☆☆
2.3 / 5
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33% of users recommend this
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Latest Reviews

★★★★★

“excellent product and speedy delivery ”

Written on: 11/08/2013 by redwood56 (1 review written)

i should have written this review months ago but didnt get round to it. It was only after reading the adverse comments of another buyer that I felt I had to review my purchase I bought a jones pole with beautiful crystal finials and it came excellently packaged and was exactly what a wanted. It arrive within 2 days. I would definately recommend and intend to use this site again. It was very well priced for the quality of the item and looks much more expensive than it was… Read Full Review

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Karenrhodes's Response to redwood56's Review

Written on: 15/08/2013

Thank you so much for your positive feedback.

99% of customers are delighted with Pole Design and we do our best to provide a good online service and at the same time give the best prices. Unfortunately it is usually only the very few dissatisfied customers that post comments.

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★☆☆☆☆

“Terrible experience”

Written on: 21/04/2013 by Buscuts (2 reviews written)

Bought a product and returned it immediately as it was not what we wanted - were instructed to send it back to her supplier. They then tried to deduct a £20 restocking fee ( that's illegal under sales of goods act) then refused to refund the original postage charge (again, illegal). Email communication was akin to head butting a wall as she could not grasp that she has to comply with uk law or that distance selling regs mean that you don't need a reason to return goods. After being messed… Read Full Review

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Karenrhodes's Response to Buscuts's Review

Written on: 23/05/2013

The reason the refund took so long (£45) was because the customer raised a Paypal dispute over the description of the goods when all they had to do was follow the refund procedure. Once the Paypal dispute was in place the Company was powerless to refund the card. The customer also wanted Pole Design to pay return postage to which they were not entitled which delayed things even further.

However we did refund the customer in full including original postage by cheque.

The return procedure was exasperated by the customer's impatient and rude behaviour and could have been avoided.

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Buscuts's reply to Karenrhodes's Comment

Written on: 23/05/2013

In keeping with our previous correspondence you have missed key facts to suit your aims. The reason we raised a paypal dispute was because you refused a full refund as described in the second sentence above with your illegal claims to a £20 charge and not returning the original postage. Even after the paypal dispute ended it still took several weeks and dealings with trading standards to complete the refund.

You are also incorrect that I wanted you to refund my return postage costs. While distance selling regs state that a consumer is entitled to them if the product is incorrectly described, I remember telling you clearly that I would not be perusing this if you resolved the matter promptly and avoided it being escalated to a civil court. I also diplomatically noted that it was debatable if they were described correctly or not.

I can however understand why you would want to omit these details on a review website. I remember warning you that your dealings would be factually left on a review website but this did not prevent you from trying to bypass my consumer rights.

I was also not "rude" at any point.

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Karenrhodes's reply to Buscuts's Comment

Written on: 23/05/2013

I can also however understand why you omit from your comment that you created a dispute through Paypal stressing ''goods not as described'' as the reason which was a complete fabrication on your part. The goods description was as full as possible and the same as any other online retailer. You wasted a lot of our time telling us that the goods were not described clearly on the website.

Yes, our Refund Policy includes an uplift cost which is offset against the fees we are charged by our Suppliers (admin and restocking) so we can supply the goods online at such reasonable prices without incurring a loss. These fees are not to incur profit but to limit loss. This is called doing business.

The alternative for the customer is to purchase through a local retailer which costs time and is also much more expensive. You cannot have it both ways.

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Buscuts's reply to Karenrhodes's Comment

Written on: 23/05/2013

Return fees are not called "doing business", its called operating illegally due to infringing people's consumer rights as per the sales of goods act and the distance selling regs. Two documents that I see you still have no knowledge or respect for.

Anyway, I've had my say, you've had yours, people can judge for themselves.

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Karenrhodes's reply to Buscuts's Comment

Written on: 23/05/2013

We are not operating illegally. The Return fee covers the cost of the uplift admin and restocking. Someone has to pay for it.

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Buscuts's reply to Karenrhodes's Comment

Written on: 23/05/2013

Fascinating. However the office of fair trading says its illegal. Call me crazy but I'm going to take their side on this one. You'll find page 10 of their DSR guide enlightening reading.

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★☆☆☆☆

“impossible to contact when order doesn't arrive”

Written on: 21/02/2013

The company has an impressive range of poles. I ordered what I wanted and a few days later the curtain rings turned up but no pole. I tried emailing them, no response. I phoned them several times but although there are 2 phone numbers, no one ever answers. They just tell you to email them or leave a message. I've left messages and emailed again. Still no response. I've no idea how to get hold of my curtain pole. It may well be that the delivery has been lost by the courier. However, the most… Read Full Review

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Karenrhodes's Comment

Written on: 02/04/2013

The customer contacted us by e mail on the 20/02 and received a response within 24 hours by e mail. She received her order in full within 7 days of placing the order. I would not say that this equates to bad service.

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Karenrhodes's Comment

Written on: 02/04/2013

I would like to add to my previous comment that the customer placed this review the day after making initial contact with us before we had even had a chance to respond.

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