Outrageous & sarcastic service!

★★★★★
4.7 / 5
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  • Value For Money

Guest's review of Easypave Ultrapave

★☆☆☆☆

“Outrageous and sarcastic service! ”

Written on: 05/06/2014

After ordering the 'Fossil Mint Circle/Natural Stone', we received the 'Raj Green Circle/Natural Stone' which was obvious from the photos on their website. We contacted Easypave and they were adamant that they sent out the right one, but the one we received was light colour and the one we wanted was a dark colour so obvious to anyone, apart from Easypave, that they sent the wrong one.
We contacted them and asked them to exchange it for the correct one but they kept saying they were in the right.
We had to ring the Citizens Advice Bureau and also Trading Standards as they kept wanting to charge us £85 + VAT for pick up, which we didn't feel that we should pay for as it was their mistake.
Their customer service replied to our emails in a very sarcastic and unprofessional manner, including sending links from Google which had over 50 photos of different paving slabs and asking us which was the correct one!
We are contacting Trading Standards again as they are showing photos on the website of items which don't match what you receive, so they are breaking Trading Standard laws anyway and also because of the sarcastic comment in their email replies.
We have felt that we cannot take it any further so are stuck with a paving circle we don't like but Trading Standards will be looking into it.

We would not recommend Easypave to anyone.

  • Value For Money

Levellerdt's Comment

Written on: 06/06/2014

The actual kit sent to the customer was in fact the Fossil Mint shade but the customer would not listen to our advice and was convinced we had sent them the wrong kit. In my opinion, it was a ordering mistake. It was difficult to do anything about it as they did receive the exact paving that they had ordered. We offered to take the kit back but we did have to charge a collection and re-stocking fee. Unfortunately, our margins will not allow us to pay for customer errors!
We are happy for trading standards to look into the products we supply and the photography. We have been trading for over 20 years the complaints we have received in this time can be counted on one hand!
I feel it is unfair to turn to online review sites at the first time of a problem as it can be damaging to our sales and in my opinion is just a form of blackmail. We sell hundreds of pallets each week and we have thousands of happy customers!
Natural products can always be difficult to photo which is why we state the following in our FAQ section:
"When ordering, please be aware that colours can vary to those on the photo. This is especially true when it comes to the natural stone. As the with all natural products, each batch can be slightly different, there is no single set shade. We try to capture a good representation, and different photos will show different shades. You can compare photos from our different products, such as paving, circle kits and cobble setts"
We simply asked the customer to Google "Fossil Mint" as a shade just to show what variation you can get from different suppliers. It shows the variation of shade you can get and how it can differ from photo to photo. It was not a sarcastic response.

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