“Poor communication, radiators out of stock even though web site states in stock, 3 delivery dates with no show - is this company even real? Feeling like I’ve been ripped off.
Radiators ordered in April and delivery date set.
Delivery date came and went - contacted the company: ‘radiators are not in’
Changed order to ones that were in stock.
Delivery date came and went - ‘we forgot to process the amended order’
Amended order delivery date came and went…..
On and on it goes! AVOID!!”
“I have ordered nearly £2000 worth or radiators and valves , but unfortunately the valves were wrong so need to send back for refund as I got them else where , this company has the worse customer service I ever had to deal with , it’s been more than 3 months of me trying to return them , 1st they don’t accept returns by post as they want to collect the item them selfs which is fine but they’re not interested in picking up the item , I’ve been emailing them for more than 3 months now and calling in a weekly basis and I’m just getting ignored , I will now contact trading standards and my bank to see what can be done to deal with this fraud company. I’ve seen some of the reviews here and they seem to pretend they have no idea on how to deal with customers and are in denial. I STRONGLY SUGGEST YOU STAY STAY FROM THIS COMPANY AS IT SEEMS LIKE A DODGY COMPANY. Anthony is suppose to be the customer service manager but dear or dear you have no idea about managing anything apart from managing to ignore your customers shame on you”
“The following had been my interaction with Designer Radiator Concepts (DRC) part of LuxPad Group.
05/10/21: Order placed and delivery date selected 14/10/21 and left a note to deliver to my neighbours as I was working on that day.
13/10/21: received an email regarding the marginal delay and new delivery date given 18/10/21.
18/10/21: APC driver attempted to deliver this parcel but as requested didn’t check with neighbours. I watched him doing so on my door bell camera. Upon raising this issue with APC, I was informed that there was no instructions passed on to them regarding alternative delivery options and when i spoke to DRC, they blamed APC as They were provided with all the instructions according to their records. Anyways new delivery date requested for 21/10/21.
21/10/21: parcel received and found damaged upon inspection. Raised the issue with DRC and requested cancellation and collection of this product. Filled up online form and provided all pictures to show the damage. I hadn’t received any further instructions regarding this collection.
25/10/21: APC driver attempted a collection without any prior notice as no text or email was received from both companies. Informed the driver that I was at work via my door bell camera so he left. Contacted DRC and they arranged a collection on 29/10/21
27/10/21: made enquiry regarding this collection as I still didn’t receive any confirmation email or text from DRC or APC. Received an email confirming the collection on 29/10/21 from RDC.
29/10/21: Collection made.
02/11/21: Enquired about this collection and I was informed by DRC that it takes time as the parcel has to go back to warehouse.
03/11/21: received an email from DRC that they received different product under my return reference number and I was asked if I had returned the right product. I was asked if I can provide any evidence that the right product was returned and I provided footage from my door bell camera showing the APC driver collecting the parcel. I must emphasise at this stage that when the collection was made I wasn’t asked to sign anything and nothing was scanned but luckily I could provide the footage thanks to the door bell camera. Also DRC didn’t provide any specific instructions or return labels to assist this collection. So I have to wonder what would they had done if I didn’t have this footage as proof. Anyways spoken to Customer Relationship Manager for DRC and expressed my frustration regarding this matter and complained about the bad service provided by APC. I was assured that the video footage provided will be sufficient to rectify this error and will help the investigation.
05/11/21: Made an enquiry with DRC and I was told that the item had been found and I will get my refund in 14 days according to The Consumer Contracts Regulations.
09/11/21: received an Email from DRC confirming exactly the same thing that I had confirmed with them on 05/11/21 over the phone. According to this Cancellation Approval I should be getting my money back within 14 days from the day the parcel was received back.
17/11/21: phoned DRC and I was told that according to their system, I will get my refund on 19/11/21.
19/11/21: I phoned DRC after waiting whole day for my refund. After the almost 50 minutes of being on the phone and was told that now the funds have left their accounts and I should get my money back in another 5-7 working days.
21/11/21: No refund has been received as
yet.
Finally it had been a nightmare dealing with Designer Radiator Concepts (DRC) part of LuxPad Group as there were so many miscommunication between them and APC. I had chosen this company because of the price they were offering which was the cheapest at that point. Also they should provide more clarification regarding delivery date as I didn’t find that out till after making the payment. I think this would had been a positive review if the product didn’t arrive damaged. I believe everything went down the hill from that point on. I wouldn’t recommend using APC as a courier service as I hadn’t received one single email or text regarding any delivery or collection during all this time. Everytime I had to get on phone to speak to DRC there was 20-30 minutes wait and according to my phone log I had made 21 calls between 21/10/21-21/11/21. I really hope that I will get my money back soon.”
