Emma Ginster
ordered a heavy duty trolley from this company via Amazon, the delivery was fairly quick given the circumstances, but that’s about the only good thing I can say. The trolley that arrived was no where near the size that was described on the product advertisement, I was expecting a 138x 60cm trolley... but only got a 90x44cm, meaning it’s totally unusable for what I needed it for. I assumed I must of made a mistake and ordered the wrong item, or the wrong sized item had been delivered... however on checking the advertisement again I then realised the actual measurements of the trolley are listed much much further down the page under ‘package dimensions’, but as a customer why would I have even needed to look this far ? when the dimensions of the product I thought I was getting were shown firstly in the images of the product, and then again in a section actually titled ‘product dimensions’... this is false advertising ! And from reading the reviews it seems I am not the first customer to be caught out by this misinformation... so DOMU brands, if this is an honest mistake then why has it not been corrected when pointed out several times by your customers ? After complaining to the company several times about this and being ignored, it would seem the misinformation is actually there on purpose to give the impression of the item being good value for money ,and trick people in to buying a much smaller item than they think. Any other company with ethics would of admitted fault and be seen to be doing something about the issue to satisfy future customers... but not DOMU brands, more than 2 weeks after the trolley was delivered I haven’t even received an apology, the misleading product description still remains on the advertisement. To make matters worse I have now tried to book two collections for this item through their free returns process... both times no one turned up to collect the item, so it’s currently still blocking up my hallway. The individual I spoke to via the customer support email only seemed concerned about this because: I quote ‘ the company has to pay out for every failed collection’. Despite this comment irking me, they did offer to contact the courier to arrange a collection date for me and asked when would best suit me, to which I replied any day ( so I couldn’t of made it any easier for them). However when I prompted them for a day I should expect the collection after hearing nothing back, I was just sent back a generic ‘copy and paste’ job reply on how to request a return ! Which I had already explained I had done twice to no avail ! Which is why they were supposed to be contacting the courier ! Which clearly wasn’t done after all judging by this totally unhelpful brush off reply. Apparently my details have been referred to their escalations team now... still yet to hear anything from them, and impossible to speak to anyone on the phone either. I really need a refund otherwise I’m unable to cover the cost of a new trolley, but so far if the pathetic half arsed so called customer service is anything to go by, then I’m loosing all faith that I will ever be granted one. Would be leaving zero stars if I could! False advertising No acceptance of company fault Useless customer service No collection of item No refund No solutions offered I’m left £70 out of pocket with nothing to show for it ! If this isn’t sorted ASAP then I will taking it to trading standards. Never had hassle like this from anywhere else, don’t bother wasting your tim
5 months ago
 
Domu Brands has a 1.80 average rating from 15 reviews

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