AVOID

Kronos AV - www.kronosav.com
★★★★☆
3.7
68.0% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

NiallBrophy's review of Kronos AV - www.kronosav.com

“AVOID”

★☆☆☆☆

written by NiallBrophy on 06/05/2016

Placed an order with Kronos AV through their website for an Onkyo A9010 amplifier. I had not heard of them before, but their website showed that the item was in stock (other stores were showing as out of stock) so I proceeded to place an order. After ordering, I received no order confirmation email and, on their website, my order was showing as pending. After waiting for three days, I contacted their ‘customer service team’ to enquire about the order. Although I received no response to my email (you could not reach them on the phone – a constant and repeating theme), I was contacted a day later by a representative from their Belfast store.

He informed me that the website was wrong and that the item was not in stock and, further, that he had no idea when they were likely to get any more in, although he hoped it would be May. He suggested that I think about whether I wanted to wait for it and, if I did, that I should consider making payment now to make sure I was at the front of the queue when they did arrive. I said that I would think about it and let him know tomorrow

The next day, I checked my bank account and noticed that they money (£200) had been taken from my account two days prior to our conversation, despite the fact that the order could not be fulfilled and that they had no idea when it would be fulfilled. I again tried to call their customer service team and was unable to speak to anyone.

Instead, you get put through to a receptionist who tells you that everyone is busy and that she’ll take a message and get someone to call you back. This is not true; it is a lie. No one ever calls you back. Indeed, I doubt that Kronos even have a customer service team (despite claiming on their website that their Customer Service team is available 24/7). As such, I sent an email confirming that I no longer wanted the product and that I would like an immediate refund of my money.

I received no reply to this email.

I sent another email, in which I again queried when I could expect to receive my refund and, further, drew their attention to the terms on their website which states “If we cannot supply the item, and money has been taken, we will refunded you the full amount for any item not sent within 24 hours”. As it turns out, this is another lie.

After receiving no reply to this second email, I tried calling again and got through to the same receptionist who refused to even let me wait in a queue for a customer service representative. At this point, I was entirely exacerbated by the process. I tried speaking to their customer service team through their online app. Whilst I managed to speak to someone, I was informed that the refund would take 11 days. When I explained that their website said it should take 24 hours, he said that he would do his best to fast track it.

Guess what? Still no refund. So the following week I make one last attempt to speak to someone on the phone (after sending my fourth email without reply) and finally manage to speak to someone in their Brighton branch. He informs me that the ‘Belfast Guys’ are at a trade show in Munich for a week and, as such, nothing is going to get done until they return. He urged me to wait until their return before taking any further steps (negative reviews, contacting my credit card company etc.).

Unsurprisingly, I have still not had a response. They have taken £200 from me, without ever having the product in stock and have now held on to it for 3 weeks without ever acknowledging any of my requests for a refund. I have had to notify my credit card company that it appears that I have been the victim of a fraudulent transaction and am having to attempt to get my money back this way.

I have never, ever felt compelled to write a review (positive or negative before) but really feel that if I had read a review about what this company was really like before making my purchase, I would have never gone through with it. I would urge all of you to avoid this company. I would never want to go through this experience ever again. They have taken money from me without providing any product and have no intention of refunding this amount.

Be careful.

  • Goods purchased & cost

Thesheep's Response to NiallBrophy's Review

Written on: 17/02/2017

Browsing their site, I just tried to phone them. It's 10am on a weekday now, but the message said please call back in office hours. So I searched for reviews and found yours. Think I'll give it a miss. Thanks for sharing.

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Fonz50's Response to NiallBrophy's Review

Written on: 04/04/2020

I to have had a bad experience with this company, bought HACO speakers from them, terrible, I asked to return them, they don’t want to know, I’m taking legal action against them. It’s a long story

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Klfwilson's reply to Fonz50's Comment

Written on: 20/10/2020

Hi there, currently experiencing a similar issue with this company. Would it be possible to contact you @Fonz50 to hear about your experience?
Thanks.

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