Name: Eckman
Rating: 1.54

“Unfortunately, I placed an order for an Eckman Elite 2.4kW 'In-Line' Electric Chainsaw on 27th January 2016, before I read this review. Unfortunately, I also paid for Express Delivery at £7.99, for which Eckman's website advises "delivery within approximately one working day". Like several reviewers on this site, I immediately received a email notifying that the order has been received, with limited information and nothing whatsoever regarding delivery. Based on a next day delivery (following acceptance of the order), I had somebody waiting in the house for the delivery, which surprisingly, did not arrive. I then sent a sent an email Eckman asking for information on delivery, which is not unreasonable. To date, I have received no response whatsoever, however, they have sent me to emails; one advising that I retrieve a 25% discount on any items from their website, then seconds later, a further advising 30% discount. Clearly, sales matter and customer service does not. My reason for writing this review so quickly, is to warn others, principally on the additional fees charged for one day delivery which has not happened, and secondly, I suspect I will encounter similar issues to every other reviewer on this site. However, I will give Eckman one further day to respond (Monday, 1 February 2016), then I will be looking at obtaining a full refund. Alternatively, if I do receive an appropriate response, or receive the product but the product then fails to meet expectations (based entirely on the description within Eckman's website for the product), I will then pass the matter over to my wife, who works for Trading Standards. I will provide her with the details of this website also, which I think TS will find most interesting. In the meantime, I will give Eckman's a chance, but if they fail in any respect whatsoever, I will pursue them to the full extent of the law, and regardless of failure or success, provide an updated review on this site for others. David Stanway”

Helpful Report

Posted 9 years ago

I have today as per telephone call emailed you my details. I apologise for the delay and inconvenience caused

Posted 9 years ago

“These people are just not up to it! An email everyday in December with offers and when you do order, they take about a week to dispatch. What's more, when you enquire with customer services, they are barely civil! To top it all the carrier lost the goods........ Stick to Amazon, they know about customer service.”

Helpful Report

Posted 9 years ago

Thank you for your review - I am sorry to hear of the problems that you have had with your order.. I have emailed you today

Posted 9 years ago

“Ordered a telescopic window cleaning kit. When it arrived it was broken. I returned it for a full refund, in accordance with their terms and conditions. Had no response. Eventually contacted my bank and asked for charge back on my credit card. Provided them with all the evidence, and the bank refunded the purchase price, but not return postage costs because I paid with cash at the post office. Tip for the future; pay with a credit card for return postage! Will pursue postage costs through courts. My advice; DO NOT BUY FROM THIS COMPANY!”

Helpful Report

Posted 9 years ago

Thank you for your review I am sorry to hear of the problems that you have had with your order I have sent you an email with my details on it Thank you

Posted 9 years ago

“Good looking website. Absolutely dreadful service. Ordered a fork & trowel set on 16.12.15 (Ekcman advertising delivery for Xmas on anything ordered by 21st. One order confirmation email back then nothing at all. Emailed on 24th to ask what was going on. No reply. Tried to call several times but no ansaphone, just a BT(?) message saying "this number is unavailable". Sent second email to cancel the order. Still no reply by 29th so rang again. Was told that the item I ordered wasn't actually in stock when I ordered! No apology offered. The girl on the phone said that an email confirming it had been cancelled had been sent. I said nothing recieved and asked her to send it again (as yet still no email!). Timescale on refund? Huffily advised they will process it in a couple of days time. A company to avoid. Completely.”

Helpful Report

Posted 9 years ago

Thank you for your recent review I am sorry to hear of the service that you have received from us. I have emailed you my details Thank You

Posted 9 years ago

“I wish I had checked with this site before ordering the chainsaw. I placed the order & paid extra for 1 day delivery. Other than a confirmation of the order I have received nothing from them. When I called the next day to find out what was going on, I was told that it had been despatched (a day late) and would be with me the next day. When it didn't arrive, I called again and asked for the tracking number. The Yodel website says it will be with be on Monday, 5 days after the order was placed. All I was offered by way of compensation was a refund on the additional charge I paid for the express delivery. In other words (& assuming the refund actually goes through) all they have done is return the money they took for a service they did not provide. Had I known they would not meet their delivery promises, I would never have made the order in the first place. I am absolutely disgusted. As I said at the start, I wish I had checked this site first.”

Helpful Report

Posted 9 years ago

Thank you for taking the time to talk to me today. As promised I have emailed you my details Thanks

Posted 9 years ago

“Avoid this company at all costs. I purchased a solar sensor spotlight in November at the price of £24.99 plus £4.99 p & p. The deal was "buy one, get one free" so this was an incentive to buy. However, only one of the lights worked. I have emailed the company three times asking about replacing the faulty light, but guess what? no response. On their website the company states it aims to reply to emails within 24 hours!! This is the last time I will buy from Eckman and I intend to report them to Trading Standards and to the Radio Times in whose magazine I found their catalogue. I wish I had read the reviews on this site before purchasing.They are obviously selling goods not fit for purpose. Carolyn Parry”

Helpful Report

Posted 9 years ago

I am sorry to hear that you have had problems with your order I have emailed you today Thanks

Posted 9 years ago

“In September I purchased a security camera and shortly after lost the instructions, I emailed to ask for a replacement, they don't seem to reply to emails! I have called many times and had various responses, the penultimate time I was told they would be emailed to me. They have not been sent and so I rang again, this time I was told, uncompromisingly, that I must wait for the email, obviously it is unlikey to happen. This was after I was told the instructions could be downloaded, I explained I had been told this and it is not true, something the person on the telephone found when they tried to do it. I really see little point in dealing with these people.”

Helpful Report

Posted 9 years ago

Thank you for taking the time to speak with me today I am pleased to hear that your instructions have now arrived Thanks

Posted 9 years ago

“On 16th April'05 I purchased a Multi tool hedge trimmer cost£253.97. The machine was duly delivered to my son in Cornwall. He started to use it, after a short time the fuel system malfunctioned, spraying him with petrol. He repacked it and telephoned Eckman within 30days . After this call everything went quiet, after E mails and further telephone calls, I sent an E mail late August stating that if the company continued to ignore me I would go to law. Beginning Sept. we received an E mail re the return of the machine. More E mails the machine was eventually collected 29th Sept.. I thought, at last things were moving, how wrong I was ,I have E mailed the company, No reply , telephone calls are a waste of time. SO NOW I DO RESORT TO LAW”

Helpful Report

Posted 9 years ago

I am sorry to hear of the problems that you have had with your order I have emailed you today asking for contact telephone number so that I can Discuss the issues with you Please accept my apologises for the delay Thanks

Posted 9 years ago

“Here below lies the sorry tale of Eckman Customer Service. Ordered a "Solarmate" lighting kit product on 6 October 2015 and this never arrived. -Emailed 15 October expressing concern and got no reply. Still no product. -Rang on 18 and 23 October and told it was dispatched and was on the way. - Rang on 29 October and told someone would call me back. No call! -Rang twice 30 October as I got cut off. Told product had been dispatched. -Rang again 7 November and told I would get a refund but the accounts department needed to discuss it first! Said I was not happy etc and the phone went dead! No refund. No phone call -Rang back Week starting 16 November and spoke to Liliana who denied she had ever dealt with me regarding a refund. Asked to speak to accounts department and was connected to Chris who I originally spoke to at the beginning of October. Told the warehouse would need to be contacted and someone would get back to me. No phone call or email. -Rang 24 November spoke to Irene. The person dealing with it is now off sick and the accounts department still need to discuss it. Told I would be called/emailed. This is the most appalling customer service I has ever experienced. The call operators cannot deal with any problems and are unable pass you on to someone who can. Eckman seem unable to call or email and so far are unwilling to issue refunds. I have never received the product ordered. I have had to buy it again (I ended up going to Maplins and it arrived in perfect condition within 48hrs) I have yet to receive a refund. At its most basic this amounts to theft. Lets not even get started on contract law, consumer protection law Its simply really, all I want is a refund for the full amount of £334.98 and to forget the whole sorry experience.”

Helpful Report

Posted 9 years ago

I apologise for the delay and inconvenience caused in this matter. I have rang and left you a message today. I can also confirm that I have refunded your order for you as well I am sorry to hear of the problems that you have had with your order I have left my details if you would like to discuss the issue Thanks

Posted 9 years ago

“I ordered an Eckman 2-in-1 Chainsaw &Hedge Trimmer in August 2015. When it arrived,the chain was missing from the parcel so I contacted them immediately and it is now November and I still have not received the chain they owe me,so to me that is stealing from a loyal customer.”

Helpful Report

Posted 9 years ago

Please accept my apologise for the delay in dealing wit h your query I have today left a message for you - I will try again later Thanks

Posted 9 years ago

“A 1 star rating is one too many for this company, in my opinion. Placed an order for two items on 27 October 15: 1)Tap jackets £9.99 2) LED Solar Gutter lights £14.99 (both plus total postage of £4.99, which represented the cost to send the two items - only one was sent, see following) and waited a reasonable time before contacting them re delivery. I had had no response from them other than an order acknowledgement (no indication of items being out of stock, or any "we have dispatched your order" type documents, both of which are usual these days with organised mail order companies). On 13 November I received a package, however, purporting to fulfill part of my order and with documentation indicating the jackets were out of stock. The package contained incorrect items, and was returned to Eckman, AT MY OWN COST, the same day as I received it in view of the company's stringent returns conditions. A further call revealed that the tap jackets (designed to protect exterior taps from frost) were not expected in this country until February! (almost Spring). On this call , and having already returned the incorrect Solar lights, I then instructed cancellation of the whole order. I received a cheque for £14.99 on 18 November, which is not an unreasonable turnaround (had it been for the correct amount!). Another call today (19/11) tried to explain to a member of customer services who 1) did not listen properly. 2) refused to allow me to talk to anyone in a senior capacity. 3) Refused to reveal the name of the company directors. I asked for an email from the company to confirm the action being taken, and, perhaps not surprisingly, nothing has yet appeared in my inbox. For anyone else meeting the resistance in information re Directors, the internet informs that they are: David Charles Eden, and Melvyn Stuart Eden The company is based in London (29 Welbeck Street, London, W1G 8DA I will never, ever, be dealing with this company again, having had an unfortunate experience in the past with a miss-described item”

Helpful Report

Posted 9 years ago

I am sorry to hear of the problems that you have had with us regarding your order. I have tried to contact you today. I have refunded the balance of your order for you. Please accept my apologises regarding this

Posted 9 years ago

“Beware this company sells poor quality goods and has very poor customer service. I bought a 1000W electric multi-tool from them in July of this year. Although I paid for next day delivery, I waited in for the delivery but nothing came. Eventually, after three days, I received a card through the door. By a strange quirk of fate I had not properly locked my side gate so the couriers had managed to leave the parcel by my back door. At first the tool seemed good; it performed as I expected, although the noise and vibration levels were much more than I would expect, especially when the term "professional" is used in much of Eckman's advertising. After I had used the tool six times, however, it started making a load growling noise accompanied by a lack of rotation on the tool head, consistent with a gearbox failure. After I contacted Eckman they said via email that they would collect the tool on the day of my choice after the 4th November. I replied that I would like the tool to be collected on the 6th November. Surprise, surprise, the 6th November came and went and there was no collection or reply from Eckman, although I had taken a day off work to wait for the collection. As I discovered when the tool was delivered they clearly have no concept of the calendar. I am now left with a totally useless heap of junk for which I have paid good money, which Eckman are not willing to provide a way for me to return to them.”

Helpful Report

Posted 9 years ago

Thank you for your review I am sorry to hear of the issues that you have had with us - I have emailed you as I would like to discuss the problems that you have had with us Thanks

Posted 9 years ago

“I have recently purchase the 3000w leaf/vac blower. What an absolute waste of money. It is another example of a defective product manufactured in China I should have listened to the wife and gone to B & Q for a recognized brand!!!”

Helpful Report

Posted 9 years ago

Thank you for your review I am sorry that you have a faulty product. I can see that our customer services have emailed you today. If you could reply to the email and we can arranged a collection for you Thank

Posted 9 years ago

“Eventually got a repayment, but only after my bank put pressure on Eckman, not when Eckman told me it was being repaid. So thank you Halifax and my advice is still don't touch Eckman.”

Helpful Report

Posted 9 years ago

“I purchased a rechargeable battery lawnmower from Eckman on 14/7/15 for £204.98. When we received the lawnmower we were unable to charge the battery fully so it did not work for more than 30 seconds. We rang customer service and they said they it was probably faulty and that they would send a replacement battery. When the replacement battery arrived it was the wrong battery (it was for one of their hedgecutters). We telephoned them and they said they didn’t hold that battery and asked us to return the one they had sent and the lawnmower; given they were at fault I asked that they arrange for the goods to be collected and that we wanted a refund for faulty goods. Having by then seen the very negative comments online about this company I decided that we didn’t want a replacement. Eckman arranged a collection for the items on 21/8/15 - the item was not collected. I telephoned and a second collection date was arranged for 1/9 - the item was again not collected. I telephoned and a third date was arranged for 9/9; they said they could ‘guarantee’ it would be collected and that they would send an email to confirm. Nothing was received and again the item wasn’t collected. I sent two emails 10/9/15 and 11/9/15 to which I had no response. I phoned them on 11/9/15 and they agreed to collect the parcel on 15/9/15 and told me that they would refund the money immediately. The parcel was collected on 15/10 by Yodel. By 12/10/15 I still had not been refunded so I phoned customer service. I was told that the staff member would email the refund department, and copy me into the email, to find out what had happened. She told me ‘I should hear today or tomorrow’. No email was received and no contact made. I emailed Eckman on 18/10/15 to demand a refund. I received no reply. I phoned again on 23/10/15 and spoke to Louisa. She said it had been passed to the accounts department for payment. I asked to speak to accounts but was told this wasn’t possible as they deal with them only be email. She said it had been passed t them for payment on 16/10/15 so I should just check my account to see when it is paid. I complained about this and she said she would find out when it is being paid and ring me and let me know within the next week. I heard nothing. I rang again today on 6/11 and spoke to Irene. However, on voicing my complaint (I was understandably cross but not abusive), she hung up. I have tried to ring again today but after hanging on for 15 minutes (and being told I was next in the queue) was told by their automated service that they were having a lot of calls and I should ring back later. I just was my £204.98 back which Eckman have kept for a considerable period of time and despite my best efforts Eckman seem unable to manage to refund me. Will be grateful for a response from Eckman on this. Needless to say I will never buy another product from this company ad would urge others to do likewise.”

Helpful Report

Posted 9 years ago

thank you for your review. I am sorry to hear of the problems that you are having with your order. I am trying to ring you and will continue to until I get through Thanks

Posted 9 years ago

“I ordered a leaf blower/vacuum on 6-10-15 and paid for next day delivery. When it had not arrived, I rang on 9-10-15 and after a tortuous conversation I was told it was due to be delivered by 7pm that day. That was a lie. Probably because I had said I would cancel. We were then away for 2 weeks, as I had told them. I had no reply to my email, so rang them. I was told it had been sent on 12-10-15 and had been refused on 19-10-15. That was clearly another lie as we were not there and there was no note to say delivery had been attempted. I was offered delivery on 28-10-15, 3 weeks after it should have been delivered, but only by paying the next day delivery fee. I asked for my money back, but will not hold my breath.”

Helpful Report

Posted 9 years ago

Thank you for taking the time to speak to me today. a per our conversation I can confirm that a refund has been done for you

Posted 9 years ago

“BRANCH SAW SAGA - UPDATE ON PREVIOUS REVIEW Some weeks ago I reported on difficulties I was having in securing a refund from Eckman for a Branch saw which had been delivered minus parts, and which to me, looked like a poorly repacked returned item. Eventually, I received a long overdue refund, so matters have now been concluded. My difficulties started when this defective item was received on 28 August 2015. This is a summary of the most recent events from 18 September, up to the conclusion on 16 October: Friday 18 September: I spoke to a member of staff at 10.25am to enquire why I had not received a refund. He said that a refund of £69.98 had been authorised and should be in my Paypal account by 23 September. Friday 25 September: I spoke to a member of staff, stating that as a refund had not yet been received, I wished to speak to the manager in the refund department. That request was refused and I was told that a refund of £64.95 had definitely been authorised. I reiterated that I was seeking £77.97 to include £7.99 return postage for the defective item. Thursday 1st October 13.00Hrs: As no refund had been made, it was my view that not only was Eckman in breach of its own terms of contract; it was in breach of consumer protection legislation. Spoke to a member of staff who said she would look into matters with the lady who deals with Paypal refunds and would call me back. No-one called back. (No surprises there then). Friday 2 October, 9am: As no-one rang back on 1 October I spoke to yet another member of staff who assured me that all amounts had been authorised and actioned for refund, namely, £64.99, plus £4.99 original P&P, plus £7.99 My Hermes return postage, a total of £77.97. I asked to be put through to the department that deals with refunds to speak directly to them. Was told “we can’t put you through - we only deal with the refund section via e-mail”. Tuesday 13 October: Received notification from paypal of a full refund. (Refund of return postage of £7.99 still outstanding. Friday 16 October: Received a cheque for the outstanding £7.99 through the post. Hence, for me, this drawn out saga is now at an end. Despite Eckman’s own terms of contract stating that they will refund within seven days of the defective goods having been received by them – which in my case was 7 September, it took six weeks, six phone calls and an unanswered e-mail (what’s the point?), for this matter to be concluded. Had I not been persistent and assertive, I can’t imagine how much longer it might have taken. Each phone call entails being placed in a queue. Front line staff - who are clearly under pressure to make sales - serve as an impenetrable ‘firewall’ to keep customers away from supervisors and management. There is only a ‘sales’ department, only a ‘sales’ e-mail address and when things go wrong, no mechanism to resolve the problem speedily and without fuss. It’s ludicrous for Eckman to spend so much effort in spraying sales literature around like confetti, and bombarding people with e-mail sales spam, if they seriously hack off existing customers who are the ones most likely to place future orders if they’re looked after properly. To dissipate customer goodwill in this way makes no sense at all. In the end, I got my full refund after a lot of hassle, and had I got it within the time promised by Eckman, I might have been favourably impressed. As it is, Eckman have lost a customer for good, and I lose no opportunity to warn others off dealing with Eckman, relating my tale of woe. So, the bottom line is that if you deal with Eckman, you ride at your own risk - I've parted with them for good. First impressions count, and no-one gets a second change to make a first impression. Bye bye Eckman. David.”

Helpful Report

Posted 9 years ago

“Bought the leaf blower3000 worked for 10 minutes, blower stopped working then vacuum and shredder seemed to pack up. Don't waste your money. Rake leaves and pick up the normal way.”

Helpful Report

Posted 9 years ago

“Ordered a Eckman 2 stroke power tool 1/10/15 took my money on the 2/10/15 on the 12/10/15 sent a e mail on the 13/10/15 I decided to ring them I finally got through to be told they could not understand how my order had got through when they are out of stock of this item and not ever having them again!!! A email explaining this would have been a nice idea but I suppose whit any company all they want is your money. Very disappointed with them as the order was originally supposed to come within 3 or 4 working days.”

Helpful Report

Posted 9 years ago

with regards to your review I am sorry to hear of the problems that you have had with your order. I apologise that you never received notification that the item that you ordered was out of stock.

Posted 9 years ago

“APPALLING ! 7 WEEKS AFTER ORDER - NO GOODS, NO REFUND, NO REPLY TO EMAILS AND NO SATISFACTION AFTER 3 PHONE CALLS (calls take about 30 minutes! ) 24th August 2015: Ordered (summer garden furniture), paid for: Received email order confirmation 16th September 2015 : Emailed them enquiring when delivery would be made. NO REPLY 30th Sept 2015: Phoned Eckman and spoke with Tracy who took details and who told me system showed delivery would be directly by their supplier. She apologised for no reply to my email and told me there was a note on the file dated 21st Sept that an email had been "recently received". She promised to investigate and phone me back the next day. 1st October 2015: NO PHONE CALL 4th October 2015 : I emailed them. :NO REPLY 7th October 2015: Phoned Eckman and spoke with Kyle who told me system showed delivery would be directly by their supplier; could not tell me when it would be delivered; that Tracy was a supervisor but she was off that day; that Kerrie, a supervisor would phone me back with information re order: NO PHONE CALL 12th October 2015: Phoned Eckman and spoke with Lily (I gave full account of previous contact) who could not find my order and insisted I must have a "customer number" ( even though no customer number had ever been supplied and the 2 previous employees had found it based on Web Order Number, name and address.) Eventually she found it ( from my cc details) and told me system showed delivery would be directly by their supplier etc. She was unable to ascertain whether or not order had been dispatched. Told me that only way I could cancel and get a refund is to refuse delivery of the order and when supplier reported back to Eckman they would then arrange a refund! I told her this unsatisfactory - my contract is with Eckman not the supplier; Eckman has my money - I asked to speak to supervisor. Told that they were all busy on the phones and that Lily would organise for one of them to phone me back. I pointed out that neither Tracy nor Kerrie had phoned me back previously. She was unable to give me a time for such a phone call - it would be whenever the supervisor was not busy.....”

Helpful Report

Posted 9 years ago

I apologise for the delay in getting in touch having read your review I would like to discuss the points that you have made I will email you so that I can contact you

Posted 9 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 27%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

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