AVOID: POOR PRODUCT, UNPROFESSIONAL CONDUCT FROM DEALER
Unlike online, when I make a High Street purchase, I select my item perceived as new and pay the cashier/sales assistant. Easy. I don't expect staff to surreptitiously and covertly exchange it for a different one that's old/used/damaged/opened/returned/ex-display/seconds/faulty. My purchase wasn't impulsive: I'd spent considerable time beforehand sourcing it and selecting it from the best point of sale. Importantly, I made sure I had sufficient funds in my bank or cash to pay. There should be absolutely no reason for me to be 'unhappy' with it. So, I shouldn't expect to arrive home and, on discovering the item had somehow magically changed its condition, to then spend my valuable time contacting the shop because of this. I complain. The result an apology - OK, the staff agreed it wasn't new. An immediate offer of a very small discount or the choice that I return it for a 'full' refund is suggested.
'Simply' repackaging a relatively large item and travelling the equivalent of 500 miles in expenses for a refund doesn't address or resolve the issue which should not have occurred in the first place. The expense in time and money returning the product would negate the value of the refund so most customers, such as myself, experiencing this won't bother. We'll be 'grateful' for the efficient resolution of a 'discount'. The staff in the shop know this so they 'try their luck' and hope to deal with only a few such minor inconveniences - after all, how long does it take to say, or write, "As you are not happy with your purchase, return it and we will be happy to issue a full refund" while ignoring or denying the fact a swap had been made. Obviously, in a brick shop this scenario doesn't happen - at least I've never heard of or experienced it.
I rate my experience with Berkey Water Filters Europe (BWFE) as Bad; 1 star. It was an "unacceptable experience" and it's wholly "unreasonable" to ignore valid questions about issues regarding my order. Poor cosmetic appearance is one thing but another, very important question about the functioning of the unit has been ignored.
The product reviewed is a water filterer/purifier unit and although unconnected to this company or the manufacturers of Berkey's, and having not occurred in the UK, although of UK residency, I have known personally of death caused by drinking contaminated water abroad. Although BWFE are unaware of this, as a customer, if I have an issue with the functioning of my new unit (independently witnessed) I expect it to be addressed. It wasn't.
I hadn't intended to publish a review on Trustpilot, or any other review platform, but I'd noticed 30 June that another review company sent me an email on 21 June at 06:27 requesting feedback for the product I purchased from BWFE and as I had already found several issues with its condition and had just discovered another, I decided to write it at my personal time and expense and sent it on 1 July. However, it wasn't published and neither did I receive any acknowledgement.
I don't appreciate receiving unsolicited feedback requests and then having my genuine experience ignored - even if it was too 'bad' to be published. It concerns me that the reviews for BWFE are mostly 5 stars with a few 4 stars but my review, -3 stars, vanished. I used BWFE because of its positive reviews online, and it's based in the UK.
This is now a review of my experience of BWFE and the quality of the specific Berkey unit I received.
The 1 star is for the quick delivery (to London) and secure packaging. There was reasonable courtesy via email and phone call.
Being unable to witness potential purchases in person, customers can only buy online in good faith that the supplier has integrity. They must believe, obvious accidental transit damage aside, they will receive the product as advertised. For me, this did not happen.
To provide some background, I didn't receive a confirmation email for my order placed on 11 June 2017 and nothing had been sent to my spam filter. As confirmation was expected, I didn't print the order information - although I made a note of the Order Number: 100001135 and time at 15:33. I've yet to confirm if this may have been an issue with my internet service provider which caused a breakdown of trust by the company, but if it were due to incompatible apps/software, glitches etc, I would expect any company with a 'big' online presence to have and employ technical resources to deal with such issues - even if it's a basic email from Customer Services requiring customer verification. Either way, BWFE received my funds without problem. Anyhow, the courier delivery emails were received the following day without problem and the order arrived quickly and well packaged on 13 June.
I emailed BWFE the same day because flaws were found on all parts of the stainless steel unit, but I received no reply. It was only when I made the time to call the company eleven days later (24 June at 13:11-13: 33) I was told an email was sent on 14 June which also contained a copy of the order acknowledgment as I'd requested this confirmation in my email. Again, I'd not received either. However, the emails were then sent (again) to me during that phone call but from a different email address which I received instantly.
As previously mentioned, had I not received requests for feedback, I wouldn't have written the review as I knew it would take more than 10 minutes of my unpaid time to compose. I'm also aware many people will simply look at short, 'good' reviews but it's rare to want to 'waste' 10 minutes or more reading lengthy 'negative' but informative and actually helpful - time and cash saving - reviews. Speaking of waste, I don't have a cupboard, loft, garage or otherwise full of unwanted, unused purchases.
I've included (some of) my original feedback below. It was intended for the product only and didn't mention BWFE as I hadn't noted the email/review site and connection. Anyhow, it wasn't published and I've edited it very slightly to include the company's name and some new information:
"A Surprisingly Poor Quality Product "I chose to purchase the Budget Travel Berkey as a trial with the view of further investment in the future.
I was of the understanding that the 304 stainless steel used is "highly polished". The unit I received not only had several light scratches and marks synonymous with being previously used or handled, it also had numerous minute scratches as would be expected if the entire unit had been washed or unprofessionally 'polished' with an abrasive and oily material causing damage to the finish. Reflected light takes on a matt, satin, almost brushed appearance with a distinct haze of repeated 'buff' marks. This distracting finish is either the result of a flaw, is incomplete or the description "highly polished" is very misleading. However, as I was assured I'd received a new unit rather than one at a discount from 'Scratch and Dent', I can only conclude that the quality of polish New Millennium Concepts allows to pass as "high" for quality control is remarkably poor. I certainly did not expect such an obviously substandard finish. About a week later, I noticed the clear plastic bag containing the spigot had also been opened and resealed but as it had been opened from the bottom, it wasn't immediately apparent. I see no valid reason why a brand new, unused and undamaged product in a sealed transparent bag required opening by BWFE to be "checked" prior to despatch - unless flaws and faults are an expected possibility or it was to be sent with the disingenuous knowledge it was a used/returned/substandard item. I was advised I either return the purchase or accept a £20 discount. I opted for the discount as I did not make the considered purchase from a professional, authorised and apparently leading Berkey dealer expecting to return it. I didn't have another unit to compare the finish with, so there was no guarantee a replacement wouldn't present similarly. Images have been sent to BWFE of the problems. I have since noticed that one filter immediately drips water eight times in five seconds while the other produces only one drip in the same time. They are supposedly new and identical but clearly something is amiss: so which is filtering 'normally'?
(Edit: on further inspection on 3 July, I can see that one filter has faint vertical 'scrub' marks and also has a slightly mottled appearance. While this was originally unnoticed as it wasn't expected and only realised after fitting the filters, it can be seen with the naked eye. It is very clear under magnification).
I'd suggest consumers requiring a professional quality finish look elsewhere. Furthermore, if a high grade, 'highly polished' finish and aesthetics is not needed, any reasonably competent person should be able to construct their own unique water filterer for a fraction of the cost of a Berkey. BWFE simply suggest I return the unit as I'm "not happy" with it. There has been no help, advice or explanation offered.
EDIT 19/07 Re BWFE's evasive reply: I was/AM FULLY AWARE of their BUDGET version's online details: i.e the ONLY difference was my purchase came with EARTH, not BLACK filters. This purchase wasn't made because I couldn't afford a 'proper' one - far from it. There was no mention that one filter would be used to the point of being non functioning and the unit itself would present as imperfect, and there was absolutely no information that it "is not the same as the proper Travel Berkey.." I can only conclude that BWFE assumes their time more valuable than their customers so the onus should be on the customer to resolve issues at their expense if they're "not happy".
I believe without valuable customers there is no value in business so it's prudent to iron out 'mistakes' before inflicting them on unsuspecting customers. Too many 'customers' are 'happy' to earn money just to buy junk to store unused or to send to landfill.
13. Juli 2017
Bewertung ohne vorherige Einladung
