Illogical and unreasonable customer service
We spent a fair amount of money on a wall mounted basketball hoop for my son. After spending many hours mounting the hoop, sadly it broke in less than six months as the metal hadn’t been soldered on properly. Now the vibrations we hear every time a ball is thrown hurts my ears… having sent clear photos of the problem and asking for a replacement of the broken hoop, their customer service has been non-existent and a case of “computer says no”. They are asking us to carefully package up the whole thing (in what I have no idea as the original packaging is long gone), for me to stay in when a courier comes to collect it (I can’t leave it on the doorstep so am going to have to hang around for hours), so they can inspect it before they consider sending a replacement. When I pointed out that this will require us to hire a tall ladder another TWO times (once to remove the broken one and once to put up the replacement when they finally send it), and asked for the replacement to be sent at the same time the broken one is collected, the answer is just no… so as well as the inconvenience of having installed a faulty product in the first place, they are now wanting to put me to yet more inconvenience. Please don’t buy from here - when I’ve bought from other outlets, if a product can be shown to be faulty they will replace it (it’s not exactly easy to return a wall mounted basketball hoop!). I’m struggling to comprehend how they think this is an acceptable response, and will incur more cost themselves in sending a courier out twice rather than once.
