“Well well what a surprise after reading the negative reviews on here...NOT !! I purchased a pet carrier from them via Amazon 6 months ago. It has been used all of 6 times. The closing mechanism has completely come away rendering it unusable as your pet would be able to get out which is not what you want to happen. I contacted them by email via Amazon. To be told that they'd need to inspect it and that I had to return at my own cost. If an item is faulty, long distance selling rules come into force and the seller has to pay the return postage. I contacted Consumers Advice to check my rights and they agreed. Surprise surprise this seller flatly refuses to pay the return costs. They even told me to contact the manufacturer to sort it out... er my contract is with with you as the seller not the manufacturer. I offered to send photos of the fault which they have sent to the manufacturer for comment. They then told me if the manufacturer agrees that its faulty they'll replace the door but I have to pay the postage.. its laughable. Here is what they said to me in two of their emails....
First email... How many times do I have to tell you we dont cover postage on an item after 6 months, so if you want us to replace this you pay the postage or come and collect it.
Second email...I have to also remind you that for all we know you have broken this by manhandling it, we cannot comment on the item until its been inspected (which it hasnt yet as you havent sent it back).... They are so unprofessional... this company has zero customer service. They dont want to accept any responsibility. Its shameful......A date in the not too distant future...at the Annual Customer Service Awards Ceremony....and the winner is (drum roll).... Kettering Koi & Ponds Ltd..er I dont think so. I hope if any of you buy from this company and the item ends up faulty, that you have better luck than myself and several others who have ended up with faulty items. Good luck to you.”
