PicStopAvaliações 

Resposta da PicStop

28 de abr. de 2025

Hello Richard Owen (Toe cutter)
We are disappointed to receive this 3rd negative review about the same order & issue from you.

This is in addition to the other reviews under aliases on Google (Chop Chop (Kingkong)) and Trustpilot (Mctavish). There was no problem at all for us to help facilitate a warranty claim, the manufacturer who offer the warranty (not the retailer) would have simply replaced the product (at no cost to us) had we received it. You posted the item without any tracking and told us you were concerned about sending via your local mini supermarket / post office. We suggest obtaining proof of postage or add tracking for a return with any retailer.

Resposta da PicStop

16 de abr. de 2025

Occasionally, a product we supply may unfortunately develop a fault, we would always apologise for the issue and endeavour to resolve the situation as quickly as possible for any customer. In this instance, we are quite sure we did our utmost to help this customer and responded to all 87 emails with this buyer professionally & courteously. Unfortunately, the buyer didn't agree and made a claim with his credit card company just prior to the replacement under warranty being shipped.

From reporting the issue, a replacement would have been received after 14 working days. As the manufacturer could not help resolve the issue remotely they requested the unit be returned for testing (as you would expect), only then would they release a replacement unit under warranty.

Here's exactly what happened:

- Buyer Orders Smart Telescope - Tues Feb 25, 2025, 1:29 pm
- Delivered Wednesday 26th February 2025 at 10:18

- Buyer reports issue with product. Mon Mar 24, 20:10
- We respond the following day - Tue Mar 25, 13:29, we didn't have the answer and sought support from the manufacturer.
- Manufacturer advised, please report fault through the telescope APP (Mar 25, 15:34), buyer does this.
- Sat Mar 29, 22:02, Four days later - Customer: "I've put a claim through my credit card"
- Manufacturer support replied: Mon Mar 31, 7:48 and advises returning for repair or replacement.
- Customer requests the unit is picked up, arranged for Thur 3/4/2025 (date buyer requested), and it arrived at our warehouse Mon 7/4/2025
- Unit shipped to manufacturer on the same day, Mon 7/4/2025
- Unit Arrives with manufacturer Tue 8/4/2025
- Manufacturer agrees to ship replacement Thu 10th April.

- Thu Apr 10, 12:57 - Confirmation of chargeback claim against us from credit card company, funds now withheld by card issuer.
"The buyer has filed a chargeback with their financial institution reporting that the item they received wasn't as described. "
- Shipment of replacement cancelled - Thu 10th April
- Friday 11th April, the day the replacement should have been received.

Note: Every business reviewed by this person on Trustpilot has received negative feedback.