Ecco - www.diyhomesales.co.uk

This has been a learning experience!

I received some strange looking shoes with an Ecco logo and a chinese delivery note. I didn't link this with my attempt to buy some Ecco chelsea boots from the above website, firstly because my credit card payment stated: failed and secondly because it was not something I'd ordered and it came from Hong Kong.

I only linked it when my credit card statement came through.

I have emailed them, but I think I am going to have to put this down to experience and accept that I've lost the money.

I would like to contact Ecco though, but am not sure where to locate the head office UK.

I did not realise that this website was based in Hong Kong and seems to have nothing to do with Ecco.

Liz

I came across this website whilst I was searching for ECCO boots on line. Their website looks professional and their prices are very competitive. At the time I did an on line search and could find nothing negative about them. Actually I could find no further information on them at all. As the domain was .co.uk. I assumed that they were based in the UK. I ordered two pairs of ECCO boots from them and paid a total of £170. What a fool!

The delivery information on the website states that items take between 3-5 days in transit and that all items can be fully tracked. After 3-5 days an email turned up with the tracking number. A tracking number for a Chinese shipping company. Nowhere on their website does it make the slightest indication that this company is based in China. I began to worry that I would be charged import tax on the purchase and that this was how the company could offer such low prices. I needn't have.

And so the farce begins. After 3 weeks the package arrived. The package consisted of a heavy duty plastic bag which visibly contained footwear as there were no boxes in use. The customs note on the packaged was marked as containing t-shirts. The boots that it did contain were laughable. Two pairs of generic, low end, suede rubbish. This is my email to the company:

Hello, I ordered 2 items from your website:

Ecco Track 6 casual boot bison PN053

Ecco Darren casual boot moonless PN047

These were ordered on 25/03/2014. Your delivery time is stated as 3-5 days

to GB, the package took 21 days to arrive on 16/04/2014. This was

incredibly disappointing. However what was even more disappointing was that

the package did not contain the items that I had ordered. Instead of 2

pairs of genuine Ecco boots, the packaged contained 2 pairs of "Xiuxan Xille

'Sport' boots", one grey pair and one brown pair but other than the colour

identical in style. Both pairs of boots had the Ecco logo printed on the

side of the boots.

As neither pair of boots was a genuine Ecco product it is safe to say that I

have been supplied with a counterfeit product. The most offensive part of

this situation is that in some way I was not supposed to notice that the

boots were not genuine Ecco boots. I may be shortsighted but I can still

see. The only person that would not have been able to discern that these

boots are fakes would be a blind man and I suspect that he would have his

doubts given that the insoles supplied appear to have been manufactured from

cheap carpet. The boots were also the wrong size. In both cases.

I would now request a full refund be paid to the card from which I purchased

the boots.

If you require photographic evidence of these boots please let me know.

I look forward to your reply

And 5 days later this is their reply:

Hello,

I will pay attention to your complaint from this mail.

But pls solve the question step by step.

Firstly provide some valid evidences（physical pictures) to us.

Our system will record your complain.

We will deal with it honestly.

I duly sent off photographs of the 'merchandise' and waited. And waited. And sent some more emails asking how things were proceeding and waited some more. 4 weeks later I have just received this email:

Hello,

There are ways for this situation:

1.return,

All costs associated with the return of goods are the sole responsibility of the consumer.

You can get refund once we got items.

2.keep it ,

i can apply for a partial refund as compensation.

Hope you could think twice.

Waiting for your reply.

At present I have told the company that I expect to be fully refunded before I return anything anywhere. Needless to say I'll be waiting a long time for a reply.

It seems rather poignant that in all the communications from the company there has been no apology, surprise or expediency.

Perhaps this situation will be resolved amicably but I won't be holding my breath.

I have again searched for any information on this company and have found nothing. However when I have entered the company's customer service email into Google the results link the email address to several websites that purport to be selling in various countries around the world, all offering various brands of shoes at very competitive prices! 

Make of it what you will