Awful service

“Awful service”

Written on: 16/07/2012 by robsuepatch (1 review written)

I purchased a Laguna powerclean cordless pond vac form Arkpetsonline on the 22nd of june.(£89.95) It arrived very quickly. As instructed I put it on charge for 4 hours. I tried it out on my pond but it would not work. Putting it back on charge, I tried to phone Arkpets but got a recorded message, I asked them to contact me as soon as possible, I also emailed them seeking some help. After about 2 hours I tried that number again,and again the answer machine. I phoned the other number on their website, the chap I spoke to told me I would have to phone Laguna customer service. Which I did. They told me someone would get back to me,they did not. Leaving the battery on charge overnight, I tried again in the morning. Again they said someone would get back to me. I waited 2 hours, Phoned them again, again they said that someone would get back, I said I was not prepared to do that as they never get back and I would hold until someone would help me. In less than one minute I was talking to customer service. The lady told me to try to free the blades with a screwdriver and then it may work. I did that and it did work. but only for about 5 or 6 minutes before the battery ran out of charge. I Put the battery back on charge and tried it again, this time my wife timed me. After 7 mins. 30 secs. the battery ran out of charge again. I tried to contact Arkpets but again got the answer machine,so I called Laguna again. They said that the battery was obviously faulty, and I was to call Arkpets and they would send me a replacement battery. I eventually got in touch with someone at Arkpets and told him about the faulty battery and that Laguna said he should send a replacement. I could not believe what he then said to me:"You will have to send the faulty battery back at your expense and when we receive it we will then send out a replacement and refund your postage cost". I told him that that would not do, and that he should send me the replacement battery and enclose a stamped address jiffybag for me to return the faulty battery. He said that he would not do that, and if I was not happy with that I should return it for a refund. I told him I would do that, and would HE arrange for a courier to collect it. He said NO! I would have to arrange for a courier myself and they would refund my postage costs. This I did at the cost of £23.25. They received it back on the 28th. I have had no response from any of my emails, and they have not returned my phone calls. Needless to say I have not received the £89.95.for the pond vac or the £23.25 it cost me to post. I have had to open a dispute with my credit card company to get my money back. I have dealt with many companies on the internet, But I can honestly say that this has been the most frustatingly awfull company I have ever come across. 'AVOID'