“Ongoing saga for over 3 months trying to get a postage refund for returning a faulty item.
Have made at least 60 calls and currently sitting at 59 emails.
No end in site for the refund date.”
“Tried to get help with my generator that wouldn't start in August 2019. Never used apart from starting it up and running it for a hour twice a year.
Ruby in their customer services gave me wrong information time and time again and after a month of hitting my head against a brick wall trying to get help
I managed to speak to Dave Gordon, their General Manager.
He was appalled by the service I had received and offered to take the machine back and repair it if it was possible.
I sent a confirmation email referring to our conversation.
Very soon after my wife was taken seriously ill with cancer. Then several months later a burst water pipe in lounge and then covid hit.
The generator became a low priority over that time and had been put away and forgotten.
Until the recent storms and we lost power for days.
Referring back to the original email I sent a an email asking if the offer to help and the circumstances as to why I hadn't taken up his kind offer.
Timeline :-
21st February 2022 : Sent email explaining the above .Acknowledgement of receipt, But no reply
24th February 2022 : Sent another email asking for a reply. No response.
1st March 2022: Spoke with Ryan he advised that Dave was away at an exhibition until next week, So went through it all with him as he couldn't
find the original email and requested that I send it to him I'll make sure he gets it. I spoke with him again to confirm receipt and got an email:Ref 415418.
11th March 2022 : As still no response I rang again spoke with another member of staff, Again I went through it again who took my telephone number
and advised me he would put a message on his desk,
18th March 2022 : Still no reply. Undeterred I rang again, again he was not in. I Went through the same process and told him how disgusted
I was with the company and advised him I would be putting reviews on as many sites as I could find and write to their CEO Andy Wyatt, telling of my experience.
He requested if I would hold off a couple of days and he would again get in contact with Dave Gordon.
21st March 2022. Still no reply. So my reviews are on their way.
The irony is the service he was appalled about is only matched by his own.”
“Shortage in delivery with item missing, they wanted nothing to do with it and unhelpful. Had to go thru my bank to get my money back via chargeback/section 75. Never use them again. !”
“Great products at fair prices but bad customer care, poor communication from customer service. I relayed on next day delivery 3 days late costing time and reputation damage.”
“I went to buy a tool chest from SGS and added the item into my basket. When I tried to purchase it I couldn't access my item as their own website wouldn't allow it but when I finally could access it I noticed that the item had increased in price by £60! I called their sales team and was told that the price of steel had went up! To be fair the customer service agent that I'd spoken to was nice (even though I never received the email or call back that I was promised) so I just bought an even more expensive tool chest elsewhere. No love lost.”
“Excellent customer service. When item was not delivered on time, very quick response, company chased delivery company and delivered packed very well. If only all companies were the same!!”
“Awful experience, purchased a press from them, had nothing but problems from day one. Press was faulty to start with, they refused to send me a replacements even though it was a brand new item Find a more competent company to buy from, avoid this company..”
“Well Done SGS. Great Service and Prices.
Firstly, I don't know how SGS produce such high quality parts at such low prices. Also, the company proved to be very efficient and both people I dealt with were so pleasant & helpful. When I thought I may have ordered the wrong part numbers for my XJS, I emailed SGS with the various numbers I found on the old parts & they came back promptly with confirmation I had the correct parts. New parts fitted easily and work perfectly. Well done SGS.”
“Brought a new compressor used 3 times ..buts lets say i used it every day for the 45 days i had it before it stopped building pressure, called them they asked for a whatsapp video of it not working then sent me a diagram and said take it apart and check the gaskets if we can help with anything else please don't hesitate to contact us...that was the end of there help it then took 5 calls to get them to answer the phone at which point they refused to replace the compressor said i had to send it back in the original packaging for inspection”
“Ordered 2 longer gas struts for nissan elgrande on Thursday and had them on Saturday morning fitted by lunch time 10 minutes max with help from my son (6 foot) no more head banging (except AC-DC) very pleased.”
“I ordered a tool chest in November for delivery on 20th December
It was eventually delivered in January
Dreadful customer service where customer service staff think it’s ok to lie
I made a formal complaint which has been ignored
I would never buy from them again”
“Beware Beware its taken me over 10 weeks 19 emails and a number of phone calls to clarify wrong parts obtain a agreed return and then wait for a refund”
“Goods have not turned up. I have not been sent a tracking number. Customer service is a joke.
When I finally get through on the phone, (emails don’t get answered) I am fobbed off with an excuse about it being so busy, the courier is struggling to catch up, customer services can’t talk to dispatch as they’re in a different building.........all no good to me.
DO NOT BUY FROM SGS.”
“BE Warned do not use this company. If the item is faulty, which mine was. You will not get your money back.
My advice, DON'T BUY ANYTHING from this SGS Derby Company.
You have been warned”
“Bullet point summary in case you don't want too read the long version:
1) goods arrived damaged but I got zero compensation or exchange;
2) SGS literally ignored the majority of my contact, and did not act on the
small bit they acknowledged;
3) SGS were dishonest with me (claimed goods were new from the factory when
they sent me paperwork citing an entirely different customer;
4) SGS were dishonest about how they stored my pallets (had clearly been
outside in heavy rain for an extended period when delivered to me - SGS flat
out denied it;
5) I spent £2500 with this company and SGS should collectively hang their
heads in shame at the quality of service they offer.
6). Oh, and the ‘next day delivery’ claim on your order screen is a flat out lie.
The longer version:
Having built a new double garage, I wanted to take my first foray into
fitted garage storage. I looked at the market and saw that SGS are based
just up the road from me. The pictures on their website looked good, so
despite them having 7% one star reviews on here (which is high, how I wish I
had listened to my inner voice!) I decided that with lots of happy customers
I would be okay. How wrong I was. All I can conclude is that most
customers either get lucky, or don't buy large garage storage systems.
My two pallets were delivered with extensive damage to the boxes. The boxes
were so wet that they were disintegrating, the metalwork of the storage
system inside was exposed in many areas. There was also extensive tearing
to the boxes as well as various places where they had clearly suffered some
sort of impact. There were also boot prints on the side face of one of the
boxes. I photographed them on my drive (as advised by the courier, who was
pretty shocked at the state they were in!). Many of the boxes disintegrated
entirely between my drive and my garage purely as they were so wet. They
had clearly been left outside in very heavy rain for an extended period -
the cardboard had lost its integrity and was more like papier maché. Also,
the pallets both had an entirely incorrect delivery label (giving me another
SGS customer's name and home address!!), so it appeared that this was
someone else's order. For whatever reason it then sat outside for a period
of time (perhaps it was returned? Who knows) before then being labelled up
and shipped to me. The courier supported this theory. SGS flat denied it,
claiming that the goods were new to me, came straight from the factory and
had not been left outside or shipped to anyone else. The condition of the
boxes and the labelling demonstrates that that is simply not true.
I unpacked it all in the garage, and found various scratches and marks on
many of the pieces, a pretty severe dent on the rear of the corner base unit
(which would prevent fitting unless rectified) and a big chunk missing from
the edge of one of my short pieces of worktop. I figured (being an overly
conflict-averse sort) that I could live with the scratches, should be able
to repair the bent corner myself but that the worktop being so poor meant
that I really needed to swap that out and that SGS would understand (their
returns policy is on their website). Another mistake by me.
I ordered the started corner set and 2 additional base units. So the two
single worktops my units came with didn't cover the two additional base
units. I asked SGS whether I could return both my single pieces (inc the
one with heavy damage) and have two double width ones as a replacement (with
me paying the difference). This met with a very blunt 'no'. Despite my
needing more worktop to cover my additional units, they would not swap my
good single for a good double (with me paying the difference). Very poor
customer service (this could have been avoided, but my questions ahead of
purchase were almost universally ignored, so I had ended up having to take a
punt rather than knowing), but I took it on the chin and asked to return the
damaged one. They told me how to do that (it involved a courier collecting
it) but then went silent. Ignored calls and emails until I went away.
So what could I do? New garage built, cars waiting to go in, SGS literally
ignoring me and becoming a bit sad about the whole thing (which was supposed
to be a treat I had been looking forward to). I ended up simply going onto
their website and buying an extra double worktop. I then installed my two
single ones (yes, including the damaged one) on the other side of my units.
I try to ignore the scratches when I am in there, and I have manually bent
back the back of my (£400) corner unit. It now looks straight enough from
the front if you don't know what to look for. Sadly, I do.
I spent £2500 with SGS, have had no further contact, they don't want to
know. Please please please spare yourself the stress and do not invest your
thousands and your happiness in your big project with these charlatans.
These are big moments in our lives and SGS simply don't care. I regret ever
using them.”
“Shocking company avoid like the plague! Ordered milwaukee drills still not arrived going to claim money back through card Company as they don't answer and are a joke try powertool mate great company”
“Steer well clear of this company.
Back end of October I ordered a tool chest for my husbands birthday and asked for delivery to be delayed until first week December. Absolutely no issues and money taken and I had to wait the delivery.
Fast forward to the beginning of December no sign of the item. Call to be informed the item was no longer in stock (was in stock at the time of purchase and paid for in full so not available to sell on as they did) my options......wait until the item became available or wait 7-10 working days for a refund. At this point it was almost 14/12 and as such I would not have the item not the money to purchase a replacement in time for even a Christmas present.
Fast forward again to the 6th January and I am still yet to have a response from my endless emails or the callback from management I have been promised time and time again since before Christmas, the item has been back in stock for over a week now and I have still not received it nor had any form of apology from the manager who is "inundated with calls" maybe if you treated your customers properly and sold your items as you should be selling them this would not be such an issue and maybe you would not be inundated with so many calls that you can fail to return one for over 3 weeks.
Beyond disgusted with this company and would strongly advise anyone to avoid at all costs unless you want to pay for an item you won't receive and then fight for 5 weeks for an answer.
Shocking”
“Bought a Milwaukee Pack out System before Christmas item arrived damaged. Straight on the phone to let them know, after sending photos and repacking item they said they would exchange item everything seemed great. How wrong was I after 12 days of being told rubbish issue with courier, etc etc they sent courier out to exchange item knock at the door DHL standing there to collect faulty item. Which my partner handed over as we was told it would be two different drivers etc etc. New one would arrive later that day oh yeah nothing arrived . So back onto them and told will contact courier etc etc etc and you got it nothing again. So now they have my money and half of what I purchased. Tried to call no answer tried to email no reply why do people have to be like this £238.99 out of pocket other people out there good luck I will not be buying from these ever again”
