Network Distributing Reviews 

Package never arrived. Had to claim refund through a PayPal claim. Informed that they would re-send but never did. Ultimately, PayPal had to review the case and refund me. I will not use this company again. Terrible.

I ordered a store-exclusive Deluxe item on 17/05/22, and received a dispatch notification email the following day. There was no tracking number in the email or in the Orders section of my account, so I assumed that the package had been sent untracked, which was consistent with what is stated on Network On Air's website: "To reduce shipping costs for our customers, most orders are not sent via a tracked service." Fair enough, although I did express my view that Deluxe / Super Deluxe items - because of their cost - ought to be sent tracked.

A week after placing the order (25/05/22) I had still not received the package, so I chased it up. Their website rather ridiculously states: "If you have not received your order after 28 days, please email us." No way was I going to wait a month before reporting the order missing, and I can't imagine anyone else being prepared to wait that long either. My concern was that the item could easily sell out within that period of time. To be fair, they did respond that they would hold a copy back for me in case it didn't arrive, although given the incompetence displayed subsequently, I am not entirely convinced that this would have been honoured.

I got a reply the same day saying: "I can see that your order was sent via Parcelforce and your tracking number is - PBDU8987678001. According to the Parcelforce website they are attempting a second delivery today."

So it had in fact been sent tracked after all, and ParcelForce had already made an initial delivery attempt! But given that Network On Air had only provided the tracking number on the actual day the package was due to be delivered (and even this was purely because I chased the matter up), I had already gone out for the day, and was unable to be present for any delivery attempt. If I'd been given the tracking number sooner, I could have been at home or been able to make other arrangements. ParcelForce didn't exactly help the situation by not leaving an Attempted Delivery card, but I was at least able to enter the tracking number on their website, where I saw that they had returned the package to Network On Air after the second failed delivery attempt.

I messaged Network On Air again instructing them to re-send the package to a different address, and to inform me of the tracking number as soon as it had been sent. I also asked them to delay re-sending it as I would be away for a few days, and a second missed delivery would only result in more hassle for both parties. They responded that they would do all the above, and would not re-send the package until AFTER 31st May.

The package turned up at the alternative delivery address (so they at least got that bit right) on 1st June. Nobody at Network On Air had contacted me with a tracking number, and there still wasn't one visible on my account. In fact it looks like they hadn't sent it via a tracked service this time round, despite their previous implied assurance that they would (I say "implied" because they told me they would inform me of the tracking number, which logically entails that the item would be sent via a tracked service).

Bear in mind also that they had assured me that they'd re-send the order AFTER 31st May, which means 1st June at the earliest. Yet the package arrived ON 1st June, meaning they had obviously sent it ON OR BEFORE 31st May, not AFTER 31st May as per their stated intention.

Also, for some obscure reason they sent the box housing the item in another box twice the size with some air bags - but enough air bags to prevent the smaller box moving around inside the larger one. Rather like Network On Air's customer service team, there was a lot of void. Why not just send the item in the smaller box in the first place?

So, even after making a pig's ear of the first delivery, then assuring me of a smoother experience second time round, they somehow exceeded themselves and messed up on the second delivery. Yes, I did receive the item, but this was more down to luck than anything else given that I had been promised a tracking number and post-31st May dispatch.

The item I had ordered was a store exclusive. I'd rather have purchased it elsewhere, since this is not the first time Network On Air have messed up what should have been a simple and smooth delivery experience. However, this time they've really taken the biscuit, hence my feeling strongly enough to post this review.

On a final note, their email communication is rather poor, usually consisting of a few brief sentences, and glossing over - or completely failing to address - points or questions raised by the customer.

I will probably order from them again - if it's a store exclusive I'll have no choice - but it will be through gritted teeth in the full expectation of yet another disastrous delivery involving mistakes and non-communication / inadequate communication on their part.

I ordered the complete Goodies set of 14 DVDs in August and they got lost in shipping. I left it until mid December to contact them as I know there has been all sorts of shipping delays worldwide. After a couple of very polite emails they resent the order with TNT for tracking and it arrived in rural Australia in 10 days. Could not have been happier with their support.

As always excellent service and great products in this case The Prisoner complete series on Blu ray purchased during there recent limited period 40% off offer so very pleased once again from a very well tried and trusted company.
Many thanks 😊
⭐️⭐️⭐️⭐️⭐️

Ordering via your website is straightforward. Your discounts are first rate, often being £6 cheaper in some cases compared to Amazon. However asking questions regarding the process of your order is too automated. Despite some comments from other purchasers about difficulty in obtaining contact I can't agree with this as you have always have provided a response.So more of a personal approach with your customers would be welcomed. But keep your great prices and extensive choice of products.

Why can't I give these guys 0 stars. Worst customer service I've ever experienced. If you email them with an issue they send an automated email acknowledging your email with links to FAQs. A few days later they will send another (evidently) automated email asking if you problem is solved, and if not reply to this email, which results in, you guessed it, an automated email acknowledging your email. And so it goes on. They never address the issue, or even read your emails as far as I can see. Appalling.

Their customer service is awful. Every time you email them with a problem which is a lot, they just ignore you. We have had dealing with Network for approx. 10 years and they have been excellent up until the last 12 months. We spend £1000s with them every year and it would be nice to just be acknowledged when there is a problem. We are thinking of closing our account and going elsewhere!!!!

Information for people considering purchasing DVD's from this
unresponsive company.

Should you have a problem with a DVD order as I did with One item of the Five I ordered missing please be aware they will not respond to emails sent to their either their Customer Service email address or their Sales email address.

I now have to contact Hammersmith and Fulham Trading Standards (where their company is based) to open a case.