Eckman Reviews

Name: Eckman
Rating: 1.54

1.5 Rating 586 Reviews

12 %

of reviewers recommend Eckman

Company Reviews

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Metrics

1.5

Based on 586 reviews

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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Phone:

0203 455 0497

Email:

sales@eckman.co.uk

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Anonymous

Anonymous // 01/01/2019

Filter: Rated 1 None 5 Stars 4 Stars 3 Stars 2 Stars 1 Stars Helpful

“ordered petrol multi tool early august money taken out on 19 august not received tool spoken to them twice both times said they can,t understand why it hasn,t been collected. phoned today they won,t refund my money until they have emailed yodel the carriers I have spoken to yodel and they have,nt authorisation yet to collect the tool not looking like I will get anything back”

Helpful Report

Posted 9 years ago

Thank you for your review I apologise for the delay and I am sorry to hear of the problems that you have had. I have checked your details and i can see that a refund was done for you back to the details that you paid with

Posted 9 years ago

“I ordered the Sunjet 300 Solar Powered Water Fountain, on offer at £48.98 on 4th July 2015. Eckman collected the payment straight away, but emailed that delivery was delayed till end July. Throughout the summer the item didn't arrive, no notification of further delays until I telephoned; then on 10th September I said (again) I haven't received it, please cancel and refund. They confirmed on 16th September, to expect the refund within 3 - 5 working days. Today (2rd October), no refund; phoned Customer Services, their records show refund has been cancelled!!! Also they say I have received the item!!! So they are (they say) investigating; I am submitting a formal complaint (their customer services operator knows nothing about that). I will never buy from them again. I'm also looking at some sort of Code of Practice that should protect mail order customers. DON'T BUY FROM THEM!”

Helpful Report

Posted 9 years ago

“Ordered a Branch saw 23 August 2015 - it arrived August 28. Opened the parcel, which was festooned with tape and looked second-hand (IE, possibly returned by another customer as unwanted). The internal packaging was damaged, parts were loose in the box, and the rechargeable battery was missing. Rang same morning asked for an 'RAC Number' to return the defective goods, which was provided. Was told to send back via Post Office - "Just give them the RAC Number". Post office hadn't a clue what that meant (why would they?) and wanted £12.98 to send the parcel. I returned home rang Eckman again and was told that Yodel would collect the parcel the following Weds 3 Sept - could be any time into the evening. Stayed in all day - no Yodel. Rang at 4pm and was told "he's definitely on his way - could be early evening". (Still no Yodel). I rang next day 4 Sept and said in view of being let down, I'd go to the trouble of sending the parcel back via My Hermes, which I did, at a cost of £7.99, along with a letter outlining the reasons for return, proof of cost of My Hermes and asking that they honour their promise of a refund in 7 days, including P&P up to £10.00. My Hermes confirmed that the parcel was received and signed for by Eckman on Monday 7 Sept 3pm. Total refund sought was £69.98 - original cost & postage, plus £7.99 My Hermes, £77.97 in all, to put me back into the position I was in before I ordered the defective goods, which were not of 'merchantable quality' as called for by consumer law. No response to my letter, no response to emails, and no refund. Waited till Friday 18 September, rang to ask why no refund? Was told that a refund of £64.99 had ben authorised - original goods less postage costs. I said that wasn't acceptable as I would be £12.98 out of pocket. Operator said he'd tell the refund Dept to up the amount of refund. A week later, 25 Sept - still no refund, so I rang and said "Please put me through to the manager of the Refund Department". A pleasant young man said "I'm not allowed to do that - I'll get in trouble for not dealing with your query myself". Huh? I said still no refund, and he too said: 'Well it says on the screen refund £64.99 so you should have it by now". I said not so, and reiterated that I expect a full refund of £77.97. He said he'd speak to his supervisor and it should be in by next Wednesday - 30 October. I'm not holding my breath, but that would in any event be a full month after I received the second-hand damaged goods with missing pats, passed off as brand new. Here's how Eckman claim to deal with complaints and queries: Quote: Queries and Complaints: 1. "We aim to respond to e-mail, faxed and written queries within 24hrs of receipt". Truth: They don't respond at all - not ever, not to e-mails or letters. "Our Customer Services can answer your telephone queries Monday - Wednesday 8am - 7pm, Thursday 8am - 6pm, Friday 8am - 5pm, and Saturday & Sunday 9am - 5pm". Sure - they'll put you in a queue, tell you how many are in front of you, then when you do eventually get through, under-pressure operators in their call centre make promises that Eckman don't keep. 2. "In respect of complaints, we will consider the nature of the complaint and will contact you within 14 days of the complaint giving you the result of the enquiries and what we propose should be done" Nonsense - All contact is one way - from long-suffering let-down customers whose representations fall on deaf ears. Note too, the wording of the above - no mention of aiming to resolve the complaint to the customer's satisfaction: 'We'll let you know what we propose should be done". All in all, they don't even comply with their own stated terms and conditions, let alone consumer legislation or good marketing practice. How silly of me to not heed the warnings of legions of dissatisfied customers and to go ahead and place an order with Eckman. I just don't understand how a firm can spend so much money trying to promote it's products, then totally destroying customer goodwill and trust in the company. What Eckman needs to realise is that Goodwill is money in the bank, and trust is like virginity - 'when it's gone, it's gone'. This isn't keeping me awake at night, but it should do Eckman. I wonder if anyone in Management is even aware of the appalling reputation the company has gained through its own actions (or rather inactions)? Makes no sense to me - with such appalling disregard for customers, treating them with indifference and contempt, they must be on borrowed time, surely? Ho hum - I'll see if I get my refund any time soon, but I won't hold my breath! If you're thinking of buying from Eckman, all I can say is 'you ride at your own risk'. Not ranting - just rambling :-) David, in Hull.”

Helpful Report

Posted 9 years ago

“The company will not issue a refund for a hedge trimmer returned to them at my own cost. They told me the refund was processed on 1st September but I have received nothing. My emails to customer services are ignored. OI believe they are intentionally dishonest in their trading practices”

Helpful Report

Posted 9 years ago

Thank you for your review I am sorry to hear of the problems that you have had I have checked and I can see that your refund was done for you back to the details that you paid with

Posted 9 years ago

“Tried to get a spare part for my 4in1 hedge trimmer. Was told not possible, nobody with any technical knowledge, unable to give any clue as to manufacturer, didn't understand the concept of my wishing to speak to someone more senior for advice. I am stunned , how is this company still trading ?”

Helpful Report

Posted 9 years ago

“Ordered by internet Spray n seal buy one get one free ordered and paid for 6 bottles was expecting 12 bottles. First called on 10th September and spoke with Anthony who assured me my order was despatched and would be with me soon Called Julie on Friday 18th September to be told order despatched on 17th September and would be with me soon Order came on Saturday 19th September only 6 bottles not the buy one get one free but 6 bottles only instead of 12. Refused to sign for order. THis company is very dishonest and their averts are misleading. Called and spoke with Yioda who told me that once the bottles are returned they will call me re refund. Will be disputing transaction with my credit card company as I placed the order on the basis of buy 6 get 6 free Otherwise it works out more money than elsewhere. Avoid awful company and dishonest - still awaiting my refund”

Helpful Report

Posted 9 years ago

“It seems like many others I requested a refund, was told everything ok refund would be in my bank within three days. Eckman took payment within 24hrs 8 days later still no sign of the money, called again to be told because I paid by debit card it went through Sagepay and would be delayed by a few days. At time of writing Eckman still owe me £177.98 inspire of promises the refund has been processed Wga”

Helpful Report

Posted 9 years ago

“Same as others! Ordered hedge trimmer with express delivery. When it hadnt arrived in a week, I emailed. No reply. Emailed again. No reply. Called, waited in queue for ages, got guy who said they'd sent it regular delivery, but would send a cheque for difference, which they did. When it finally came, missing a part. Emailed, etc. no reply. Called, waited, etc. Spoke to guy who said they'd send replacement right away. Didn't arrive. Emailed, etc. Called, waited, got guy who said I shouldnt have been told they'd sent it right away as it took 3 weeks for the parts dept to do this. I said I wanted a refund instead. Guy said OK, we'll arrange a pickup. Pickup hasnt showed up. Mercifully, I paid with Paypal, and opened a claim. NOW I get replies (from Tracy, customer service manager)!!! But still no refund. BTW Eckman are "really" Direct Response Fulfilment, Euro House, Dolphin Road, Sittingbourne, Kent ME10 3US.”

Helpful Report

Posted 9 years ago

“NEVER EVER by from ECKMAN. I had the misfortune to buy a rechargeable telescopic branch pruner and when it arrived, no battery and no branch grip. After two letters of complaint and many phone calls at great expense and prolonged waiting time, no response from this company. Customer service is non existent and all they care about is taking your money. Their electrical products do not bear the CE marking and country of manufacture so where they originate from is anybody's guess. My advice to anyone wanting products similar to that sold by Eckman is to go elsewhere, believe me you will get better service and better products.”

Helpful Report

Posted 9 years ago

“Long phone waiting times. Staff did not do what they said they would. Package arrived opened. Was not reordered as requested. Still no item after 3weeks and they have my cash. Not happy”

Helpful Report

Posted 9 years ago

“Late delivery, payment taken when order placed not when delivered.part missing, Emails unanswered.Long wait to contact by telephone [told no 16th in Que] Asked for a refund, told only when they received the goods back! but then they did not call collect the item! ! Would not recommend purchasing from this company ever.”

Helpful Report

Posted 9 years ago

“Ordered and paid for a water feature 16/06/15, -emailed eckman on 12/07/15 requesting approx date of delivery, reply received 4 days later saying due to high demand, product out of stock but expected soon, e-mail received from eckman on 10/08/15 saying product due to be despatched 13/08/15 with delivery 5 days later. Item not received so on 02/09/15, I rang them to cancel and requested a refund. Today 08/09/15 the product turned up while I was out, I have just spent over 30 minutes on the telephone (20 minutes on hold being told that my call is important to them) I was told that my refund has been actioned but whoever I spoke to on 02/09/15 didn't cancel the order. The only contact number is 0844, and my call to them on 02.09.15 cost .89p so I dread to think what today's call will cost. Not impressed with their service, communication or their call centre and will not be ordering from them again”

Helpful Report

Posted 9 years ago

“product never worked. waiting 4 weeks for replacement over an hour wait on telephone 3 times never buy from them”

Helpful Report

Posted 9 years ago

“Well bought 4 solar lights with one not working, they said they would replace free of charge pleased nice service!!!. No replacement came, tried to ring customer service waited for 1 hour and 8 minutes at 5 pence a minute. customer service, diabolical asked if they will take me of there order list I do hope so.”

Helpful Report

Posted 9 years ago

“In short steer well clear from this inept company, 6 weeks wait for what turned out to be incomplete goods so cannot use!! Over 100 telephone minutes racked up in their queues only to be fobbed off with what has so far turned out to be flannel.. Don't do it - go elsewhere with your custom.”

Helpful Report

Posted 9 years ago

“Very poor service, bought an over door canopy, as advertised in colours white or black ,and paid £7.99 for next day delivery, 12 days later and still no canopy. I have been told that a refund will be paid into my bank within 3 working days and guess what, still waiting for that , avoid this company it's so frustrating, and incidentally got a similar canopy from Amazon ......free postage too, why didn't I go there in the first place”

Helpful Report

Posted 9 years ago

“Big adverts, brilliant website, a disgrace of a company. My hedgecutter arrived late but that was only the start of the problem. A small fitting was missing so emailed the company twice but got no reply. Rang customer services and spoke to Samantha, who said she would look at. She followed up with an email telling me she would get the part sent out. Four weeks later, no part, no email. Rang customer support again, spoke to someone called Ashley who said they couldn't send an individual part but if I would like to try B&Q they would reimburse me! Other than that, he could not help me. What a joke. Having been assured the part would come, I had used the cutter, meaning I could not sent it back. Eckman have no interest in their customers once they have got their money. The after-sales service is among the worst I have ever experienced. There are other garden equipment specialists out there. Use them and avoid Ekman at all costs”

Helpful Report

Posted 9 years ago

“I ordered my goods on the internet 30th July and to date have not received my order. I was told last week when I chased up my order for the second time that it would be with me in 3/5 working days, followed by another e-mail from someone else at Eckman saying that the product I ordered was out of stock and the next date I have been given is August 25th. I did try to call at one point but told I was number 16 in the queue. This service is totally unacceptable and I am totally frustrated by the lack of any customer service this Company gives. Sorry, but would think twice before using them again.”

Helpful Report

Posted 9 years ago

“Very poor and unreliable company, waste of time . I have made an order through their website and waited for 3 weeks but nothing delivered, I wasted a lot of time and phone calls which is not cheap with no benefit , then I have spoken to my credit company to get my money refunded.”

Helpful Report

Posted 9 years ago

“i AGREE WITH MANY OF YOU. ECKERMAN DO NOT ANSWER THIER PAY PHONE,HOLD IN A QUEUE ,DO NOT RESPOND TO E MAILS,AND STAFF ARE SURLY AND MISINFORMED WHEN YOU CAN ACCESS THEM. CEO AND HEAD OF CUSTOMER SERVICE AND HEAD OF TECHNICAL ALL FAIL TO RESPOND TO COMPLAINTS/REQUESTS FOR ASSISTANCE. FOUND THEIR AD, IN RADIO tIMES AND HAVE REPORTED THEIR CUSTOMER SERVICE STANDARDS TO RT AND NEXT WHICH R CAMPSIE”

Helpful Report

Posted 9 years ago

Eckman is rated 1.5 based on 586 reviews