Pulleymaid Bewertungen 

⭐️ 1 star

Very disappointing customer service and a frustrating experience with an ongoing product issue.

We have owned a Pulleymaid wall mounted beadboard drying rack for several years. The wooden laths started developing mould not long after we had it, which was obviously unexpected from a relatively new product. We contacted PulleyMaid as soon as the issue arose and were advised to clean the laths and, if the problem persisted, to “consider giving the laths a light sand and coating them with a water proof resilient lacquer, available from any DIY shop”.

We followed that advice and have continued to clean and maintain the rack over the few years, repeatedly making considerable efforts to keep it clean and mould free rather than simply expecting a replacement.

The rack is kept in a warm, dry utility room with a moisture detecting extractor fan. We have tried numerous cleaning methods and have spent considerable time maintaining the wooden laths.

We are now with a newborn and a toddler, so understandably wanted to replace the affected wooden laths for a fresh start. To be absolutely clear, we were not asking PulleyMaid to replace anything for free. We were asking to purchase the replacement parts ourselves.

This seemed like a reasonable request because PulleyMaid’s website currently states:

“We offer a full range of replacement parts for our ceiling airers and laundry drying racks.”

The website also refers specifically to replacing “tired looking wooden laths”.

And in 2021, PulleyMaid also confirmed to us in writing that replacement laths were available from £12.99.

When we contacted them this time, we were initially directed by their team to the replacement laths page. It then turned out that those particular parts were for a ceiling airer and were not suitable for our wall mounted rack. We therefore asked whether the correct parts were temporarily out of stock or whether they were no longer available.

We were instead told that the laths for our rack are not sold separately and that, if we wanted to replace them, we would need to replace the entire unit at around £220.

We were also told that if we have mould in our home, this is our responsibility, which we found a particularly rude and unhelpful response. We do not have mould anywhere in our home, except our double Pulleymaid rack.

To be clear, we are not suggesting that mould can never occur on a wooden product or that it does not need to be properly maintained. Our frustration is that this issue first arose when the rack was relatively new, we contacted PulleyMaid as soon as it happened, followed the advice we were given and have continued to clean, sand, reseal and maintain the rack over the years.

We were simply trying to find a sensible long term solution by purchasing replacement wooden components. With a newborn and toddler in the house and their clothes being dried on these racks, we felt that replacing the affected laths was a reasonable precaution.

When we went back to ask about the clear discrepancy between the current website wording, the previous written confirmation that replacement laths were sold, and their current position, we were told that PulleyMaid would no longer engage with us and would not be advising any further than the recommendation to either sand the wood (which we have done) or purchase a whole new rack.

We found the responses extremely rude, dismissive and lacking in empathy. We were not asking for anything free or unreasonable. We were trying to purchase replacement parts that their website says are available and that their team had both recently and previously in 2021 advised were available.

There was no apology for the conflicting information, no clear answer as to whether the parts were temporarily out of stock or no longer available, and no real attempt to resolve the issue.

The rack itself is a nice looking and practical space saver, but unfortunately the recurring mould issue and, particularly, the way our concerns have been handled have left us extremely disappointed with PulleyMaid and its customer service - so we would not recommend.

I haven’t put my pulley maid up yet as we’re in the midst of a house renovation. However the buying and delivery process was easy and I feel like there is a lot of information available on how to put it up online. I’m looking forward to having it to use!

We have had a Pulleymaid clothes dryer for a number of years and have loved it. Recently the screw on one of the pulleys was damaged so I bought a replacement part from Pulleymaid. The part arrived swiftly with free postage and was easy to swap out for the broken one.

Pulleymaid make excellent products and have great customer service,. including useful instructional videos on their website.

Highly recommended!

I am very happy with the quality of the clothes airer in which I had all of my questions and expectations met by the helpful staff at Pulley Maid .
Highly Recommended.
Wayne.

The quality of the pulley is great. I bought to replace an old one and it’s as good and as authentic as.The customer service team where great and responded to my query quickly as I was having trouble placing my order.I received my pulley when expected and it looks great in my new utility room. I would and already have recommended this company.

Great products and really great service. Email liaison with Tom (sales) was quick, very pro-active and obviously commited to suggesting solutions to potential sizing problems. Orders arrived before my latest requested delivery dates and very well packaged - most helpful as I took them abroad.

Order was on time and was simple to order. Product seems great to

Great product, we've hung it in our catio which has a polycarbonate roof so we can use it outside summer and winter. Was much easier to put up than I thought, and excellent communication and responsiveness when there was a slight delay in delivery.

Great product. easy to install. happy

Excellent quality and quick delivery. It saves us a lot of space and works really well! Would recommend to others.

Really love the way it looks, really makes the room stand out! Love it and would buy again! Oh and I love the feel of it

Website very easy to use and the Modern Ceiling Clothes Airer is good quality & looks great in our utility room. I'm really looking forward to being able to dry clothes out of sight (i.e. not on the living room!)

Thanks Pulleymaid

Delighted with the new wooden airer laths. It all looks like new. Ordering was easy and they were delivered within the week.

Love the pulleymaid, really easy to use and looks very stylish

Pulley is perfect, was easy to install, is making drying clothes so much easier and quicker and the delivery was super quick too, thank you.

No communication, I have contacted PullyMaid over six times, requesting shipping information - they responded with a shipping number, which shows "Overdue Collection." No response to my requests for updated shipping information or demands for a refund.
Update: I received a refund - and a threat to edit my review. I explained we have 1st Amendment Rights in the USA and their "We will give this until close of play tomorrow the 21st of July. Please can I remind you that we will retain your contact details and we will take this further if necessary." I suggest they bring their customer service team to the US to learn how its done and to remember they are not the only pullymaid product on the planet.

The pulley set arrived well-packaged, complete and as described. The communications were clear, though I've reduced the stars to 4 and considered 3 because they were several times late and slightly peremptory. I got the feeling that my brief requests or notes had been at best skimmed. This seemed to jar slightly in the face of their "...developed a reputation based on a passion for quality and a competitive pricing structure," and being a small business. It's also notable that I couldn't find a phone number anywhere. Assuming the product remains as-is, which I don't doubt, I would use the company again.

Very very happy with our PulleyMaid product - excellent craftsmanship and efficient delivery. I highly recommend.

Great product, incredibly easy to set up and works as expected.