“Unfortunately my experience was not good, both the machine originally ordered and subsequent replacement failed within a short period of time. The process of obtaining a refund was an abject lesson in how not to do customer service.
Buying refurbished/recycled is laudable for the planet but is obviously going to be prone to problems, therefore the companies backup service needs to be good. I can not recommend this company because of their appalling communications, less reliance on technology and more on good old human contact would pay dividends.”
It's frustrating as a business owner to read this review when having full context of the situation.
One of our staff drove personally over 100 miles the same-day you rang us about a internet issue to help you fix your problem on the day for free. This was subsequently fixed.
Later you believed the laptop was still faulty and asked to exchange it for another one, outside of the extended 30-day money back guarantee. However, in an exchange to be as helpful as possible we were happy to accept this arrangement.
Once we received the laptop you claimed to be faulty in our workshop - it was completely fine. And even had rubbers missing from the laptop. However, we still chose to accept the exchange to try and keep things as streamlined as possible.
Regardless that we could of declined the trade at this point given the laptop was not sent back to us in the condition it was sent to you in.
Sometime later again, you claimed this second laptop was faulty. At this point my presumptions of unreasonable attitude was becoming very clear. And you asked for a refund outside of the 30-day window a second time.
Frankly, we accepted as it wasn't worth the hassle. And once again the second laptop booted completely fine as soon as we received it back in our workshop. And has subsequently been sold again to a very happy customer.
You were then refunded, for both laptops in full. However for weeks you inundated us with emails saying you hadn't received a refund. After a long exchange of back and forth we recently received an email saying from you stating you missed the refund and now have found it on your bank statement.
As the owner of Peach Stores I will happily hold my hands up when we've not done a significantly good job, which can happen from time to time.
However, in this case, this is incredibly unreasonable and it is unfortunate that some customers can act in this way. Something I pre-empted with this particular customer.
As with any small business, it is deeply damaging to us when a customer is not satisfied. And in most cases we go out of our way to significantly help anyone we can. It is with deep frustration this ended as it did, however there was no more we could have done.
- Zack
