Okay when they're taking your money

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CFlat's review of Hot Rox UK www.hotroxuk.com

“Okay when they're taking your money”

★☆☆☆☆

written by CFlat on 15/02/2017

The item I bought was cheaper with Hot Rox than anywhere else I could find, and it arrived within 2 days. All good up to the point I found it to be faulty and wanted to return it.
Contacted Hot Rox using their online form, a few days went by with no response. Contacted them using the email address that came with the order confirmation, another day with no response. Phoned them: no answer. Was starting to think what kind of tinpot operation is this, then phoned again and finally got the return information.
I was told to include a letter detailing the fault, and that I would like a refund. I did all this, and the package was delivered to Hot Rox within 2 days.
A week after that, I still hadn't heard anything so rang them again. The guy told me the person who deals with returns wasn't there at the moment and I would be contacted by phone when she came in.
By 2pm next day there was no phone call so I rang again. A guy told me he'd just opened the parcel five minutes earlier and the refund had been processed. It seemed unlikely he'd just opened the parcel 5 minutes earlier, so I questioned him a little about it. He had no idea the item had been returned because of a fault, or that I'd paid via paypal. It was obvious he hadn't done anything he claimed.
By this time I felt I was dealing with BS merchants so opened a dispute with paypal. The first step was to send a message to the seller via paypal. Hot Rox-s reply was what was the matter with the item. The letter they explicitly asked me to include appears still not to have been read. I redescribed the issue, and asked them why they hadn't read the letter.
After another few days of feet-dragging, I finally get a refund.
Hot Rox had my item and all the info they needed to make a decision about the refund for 11 days,but chose to do nothing.
It took a dispute via paypal to get them moving.
I like to support small businesses as big companies need competition to keep the marketplace healthy for consumers, but companies like Hot Rox just make you wish you'd stuck with the big boys as the one thing you can be sure of is when things go wrong the return process will be totally hassle-free. Won't be shopping with Hot Rox again even if they are a couple of quid cheaper. Not worth it, and I wouldn't give them my business after the nonsense I had to listen to over the phone.

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