If you're thinking of buying from Pixmania, read this.

boa-constrictor · 22-02-2008 9:46pm #1

I'm not very happy with Pixmania and I believe that there are a substantial number of people in the same boat.

I bought a camcorder from Pixmania in December which turned out to be about as much use as a mobile phone (imo) for taking video so I availed of their return facility. They claimed non receipt of the camcorder even though

- they acknowledged receipt of the case for it which was sent in the same package.
- I told them the name of their staff member who signed for it.
- I provided a proof of delivery.

They have kept me busy chasing them for almost 2 months now and I don't believe for one minute that it was a clerical error. I have seen several other posts from dissatisfied customers and even a website dedicated to bashing them.

I probably saved €30 on the purchase but I spent atleast 2 hours sorting the mess out (which I'm glad to say works out at a bit more than €30 in lost time).

This is how it went and the moral of the story is "shop local". I am never going near them again.

This is only a selection of the correspondence. All names have been changed in the following to protect the incompetent...

(1)
Dear John Doe,

Thank you for placing an order on PIXmania.com on 2007-12-06.

We have taken into account your return request. Please find attached your coupon as well as your returns number. We would like to remind you that these documents should be printed. The returns coupon duly signed and dated must be attached to your parcel and your returns number must be written clearly on the parcel. (Please note: the returns coupon must not be stuck to the product's original packaging).

We would also like to remind you that your parcel must be returned to us on its own (without the accessories) and correctly packaged (to prevent damage during transportation) to the following address:

Centre de retour FV
Chez Wincanton
Bâtiment B
Avenue de la commune de Paris
Zac de la maison Neuve
91226 Bretigny sur Orge
FRANCE

We will keep you informed of your product's progress by mail and in the After-Sales Service section in your "PIX & I" space on .

Please do not hesitate to contact our team of advisors for further information.

Kind regards,

(2)
Mr. Doe John,
Your product was received at our premises on the and has been evaluated by our specialist team to determine the procedure to follow. Please find further information below:

product returned report of product condition content details

PIX Photo/Video 18x14x9cm Hold All new
Your returned item has been evaluated and a refund has been granted. Customer services will process your request (refund) as soon as possible.
You can track the progress of your order through your PIX&I space on our website: www.pixmania.com.

For further information, do not hesitate to contact us by e-mail at Contact or by telephone on 0818 244 100 (national rate).

Thanks you for choosing Pixmania.com.

Kinds regards,

(3)
Dear Mr. Doe,

We are delighted to inform you that a refund in the amount of 13 € was made today.
Your order was paid for by Bank Card on our Internet site. The reimbursement will be available on your account in 4 business days (if you paid by immediate debit card), or 30 business days (if you paid by deferred debit card).
To obtain additional information as to what type of card you have, please contact your bank.

(4)
Dear John Doe,
Thank you for your e-mail.
The account department has validated your refund on 2007-12-28.
Your order was paid by credit card on our website, the refund amount will be credited to your account within 4 working days (if you have a bank card with immediate debit) or within 30 working days (if you have a bank card with deferred debit).
You will be updated by an e-mail shortly.
Thank you for your comprehension and patience.
Best regards,

(5)

Order CCL000000000‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 29 December 2007 19:46:01
To: purchasingcentre@pixmania.com
Sir or Madam

I received your email informing me of the refund for the hold all which I returned. I returned the camcorder in the same package but I have not received any email about this yet. Please confirm that you have received it and that the refund will be processed.

Regards

John Doe
353 86 0000000

(6)

Complaint‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 19 January 2008 14:23:12
To: s.Rudden@fotovista.com
Dear Mr Rudden

I placed an order for a camcorder, a stand, a holdall on a pack of discs with Pixmania recently under reference CCL000000000.

On receipt of the goods I was not happy with the camcorder so I returned the camcorder and the holdall to Pixmania by registered post. I received an email confirming receipt of the holdall but not the camcorder. As I have proof of delivery and you have acknowledged receipt, it is obvious that if you cant trace the camcorder it is Pixmania's problem.

I have sent an email to your customer service people stating that if you don't email me by next wednesday 23rd January at 5 pm Irish time I am going to pursue my legal remedy.

I would appreciate if you could save me wasting anymore of my time on this.

Regards

John Doe
00 353 86 0000000

(7)

Subject: RE: Complaint
Date: Mon, 21 Jan 2008 11:17:25 +0100
From: S.Davies@fotovista.com
To: JohnDoe@hotmail.com

Hello

Please accept my sincere apologies for any inconvenience.

Could you please forward me your proof of delivery and I will look into and resolve this for you.

Best Regards
Sandra Davies
Assistant to Angela WILEY
North European Supervisor
Pixmania.com
43-47, avenue de la Grande Armée - 75016 Paris FRANCE
FAX + 33 145 013 140
TEL UK 08700 118 117 FIN 0201 44 36 36
SE 08 562 90 240 DK 03 526 0590 »

(8)

Sandra

My proof of delivery can be viewed online. If you go to

http://track.anpost.ie/track/trackone.html

and input the Delivery Tracking number which is RL000000000IE

You will note that the package was received by Amed on 26 December 2007.

I would appreciate if you would credit me for the cost of the camcorder without delay.

Regards

John Doe
+ 353 86 0000000

(9)

Proof of Delivery‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 21 January 2008 19:01:52
To: customer.services@anpost.ie

Sir or Madam

Please send me a proof of delivery for the following item;

RL000000000IE

Thank you

John Doe

(10)
Subject: FW: Proof of Delivery
Date: Thu, 24 Jan 2008 12:11:55 +0000
From: Customer.Services@anpost.ie
To: JohnDoe@hotmail.com
Hi John, the item was delivered on 26-12 at 10.36 and signed by Amed. If you need a hard copy of the signature will you send me the name and address that was on it and i will request same from Chronopost.
Regards

(11)

RE: Proof of Delivery‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 24 January 2008 21:27:51
To: Customer Services (customer.services@anpost.ie)
Hello Jane

The parcel was sent to;

Pixmania /FOTOVISTA
43-47 Avenue de la Grande Armée
75016 Paris
France

Thanks

John

(12)

CCL000000000‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 29 January 2008 18:11:25
To: a.Wiley@pixmania.com

Dear Ms Wiley

I placed an order for a camcorder, a stand, a holdall and a pack of discs with Pixmania recently under the above reference.

On receipt of the goods I was not happy with the camcorder so I returned the camcorder and the holdall to Pixmania by registered post. I received an email confirming receipt of the holdall and have been credited back €13 but I am told that the camcorder has not been received. As I have proof of receipt (package was signed for by Amed) and you have acknowledged receipt, it is obvious that if you cannot trace the camcorder it is due to a problem at your end.

This has been going on for several weeks and I have sent several emails to your customer service people but to no avail. I have wasted so much time on this issue that it would have made far more sense for me to have just purchased the product locally even if it cost a couple of hundred Euro more.

I am requesting you to intervene and sort this out now.

Regards

John Doe
00 353 86 0000000

(13)

Attn Jane Re: Proof of Delivery‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 30 January 2008 20:06:41
To: customer.services@anpost.ie

Jane

Can you advise if you were able to locate this proof of delivery.

Thanks

John Doe
086 0000000

(14)

RE : CCL000000000‏
From: Angela Wiley (a.Wiley@pixmania.com)
Sent: 30 January 2008 11:46:39
To: 'John Doe' (JohnDoe@hotmail.com)
Hello,
Thank you for your e-mail.
Please could you scan & send me the receipt for the return postage.
We will sort this out asap.
Best Regards,
Angela WILEY
North European Supervisor
Pixmania.com

(15)

Re: Proof of Delivery‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 11 February 2008 21:28:14
To: customer.services@anpost.ie

Sir or Madam

Can you please advise if you have been been able to locate the proof of delivery which I requested (see below).

Regards

John

(16)

Subject: Proof of Delivery for RL000000000IE
Date: Tue, 19 Feb 2008 17:16:45 +0000
From: @anpost.ie
To: JohnDoe@hotmail.com

Good Afternoon John,

Please view the attached file. We have finally received a copy of the
POD for item number RL000000000IE from France.
It was sent under the International ID number EF000000000IE.

Please accept our apologies for the delay in obtaining this document.

Kind Regards

Customer Services
An Post

(17)
RE: Proof of Delivery for RL000000000IE‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 19 February 2008 21:21:13
To: xxxx@anpost.ie)

Thanks very much for that.

Regards

John

(18)
RE: RE : CCL000000000‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 19 February 2008 21:08:48
To: Angela Wiley (a.Wiley@pixmania.com)
Security scan upon download

POD.pdf (302.6 KB)
Ms Wiley

I have attached a pdf file which contains the proof of delivery for the camcorder which I returned to Pixmania.

Please now process my refund without delay.

Regards

John Doe
Tel 353 86 0000000

(19)

RE: Complaint‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 21 February 2008 18:17:33
To: Sandra Davies (s.Davies@fotovista.com)

Sandra

I have attached the proof of delivery as requested. Please now process my refund as soon as possible.

Regards

John Doe
353 86 0000000

(20)

FW: Complaint‏
From: John Doe (JohnDoe@hotmail.com)
Sent: 21 February 2008 18:35:40
To: s.Rudden@fotovista.com
Security scan upon download

POD.pdf (302.6 KB)
Dear Mr Rudden

I enclose the proof of delivery for the camcorder which I returned to Pixmania and have yet to be refunded for.

I would really appreciate if Pixmania could now refund me my money or if this will take time to process, perhaps someone could acknowledge receipt of this email as I have already sent it and received no response.

Regards

John Doe

(21)

CCL000000000‏
From: Angela Wiley (A.Wiley@fotovista.com)
You may not know this sender.Mark as safe|Mark as unsafe

Sent: 22 February 2008 09:53:42
To: John Doe (JohnDoe@hotmail.com)
Dear Mr Doe,
Thank you for your e-mail.
I am very sorry for the trouble you had with your camcorder.
We received the parcel you sent us but the camcorder was missing.
On the attached POD there is the French reserve “Reçue sous réserve de contrôle et de déballage”
The translation would be received under reserve of being opened & checked.
When the parcel was opened, it only contained the case & in the camcorder box there was only 2 lithium batteries, the manual, the guarantee and a CD Rom.
The main item was missing.
We ask that all items are returned insured & in this case, as the item is missing, we advise that you contact the courier you sent it back with. They are responsible for compensation depending on the insurance you took out.
Should they need confirmation of the missing item, please don’t hesitate to pass on my details.
Best Regards,
Angela WILEY
North European Supervisor
Pixmania.com
43-47, avenue de la Grande Armée - 75016 Paris FRANCE
FAX + 33 145 013 678 / + 33 145 013 907
TEL UK 08700 118 117 FIN 0201 44 36 36
SE 08 562 90 240 DK 03 526 0590

And finally today, 2 hours and 29 minutes after they told me to go and whistle for it

(22)

Dear Mr. Doe,
Thank you for your email.
I have now checked up on your order and I can see that there has been a mix-up in the references. I can see that our aftersales service has registrered the Pixmania PIX Photo/Video 18x14x9cm Hold All . However, I have contacted our aftersales service and asked them to register and refund the camcorder, as soon as possible.

Please accept our apologies for the delay and for the incurred inconvenience.

Best regards,

boa-constrictor · 09-03-2008 9:32pm

This is now getting totally ridiculous. On 5 March I emailed Pixmania again as I still hadn't received my refund which they told me they would give me on 22 February.

They have now done a U-turn, after informing me on 22 February that they would refund me, now the are saying that they won't.

(23)

RE: CCL00000000
From: John Doe (johndoe@hotmail.com)
Sent: 05 March 2008 22:37:59
To: A Wiley (a.wiley@fotovista.com)

Dear Ms Wiley

Shortly after I received your email of Feb 22nd (below), I received an email from an unamed person at your company, telling me that a mistake had been made and that I was being refunded.

That was almost 2 weeks ago and nothing has happened yet. I hope you realise that I have been treated like dirt by your company. Please respond to me with details of when I can expect to receive the refund to my Credit Card.

John Doe
+353 86 000 0000

(24)

To: johndoe@hotmail.com
Subject: Pixmania
From: noreply@pixmania.com
Date: Thu, 6 Mar 2008 08:57:01 +0000

Dear John Doe

Thank you for your e-mail.

As you have been informed in the previous e-mail, the Pixmania PIX Photo/Video 18x14x9cm Hold All has been refunded on: 28/12/2007. However, there is still no trace of the camcorder on our system. Once it gets here we will process with your refund.

Thank you for your comprehension and patience.

Best regards,

Team Pixmania
Pixmania.com : Number 1 in Europe. Low prices guaranteed. Always in stock.

(25)

RE : CCL000000000‏
From: Alice Wiley (A.Wiley@fotovista.com)
Sent: 06 March 2008 15:33:56
To: John Doe (johndoe@hotmail.com)

Dear Mr Doe,

Thank you for your e-mail.

I’m afraid that we are not responsible for this return.

As confirmed below, we would be happy to confirm to the courier company or post office that we received the parcel without the main item.

As we recommend to insure all returns, you can claim the value back from the return insurance.

Best Regards,

A Wiley

North European Supervisor

Pixmania.com

I have now reported Pixmania to the European Consumer Centre in Dublin but the response I got from them didn't sound too promising. It basically sounds like they are taking the side of Pixmania so I sent them the email in which Pixmania confirmed that they would refund me.

Never again. This has cost me alot more than I could possibly ever save by shopping with them.

You would think that a legitimate website would employ a translator to write their content. "Thank you for your comprehension and patience". They obviously used a thesarus to come up with that one (it should read "understanding and patience").

Real professionals.

jor el · 10-03-2008 1:01pm

Did you have insurance on the camcorder when you returned it? Pixmania are correct when they say they can't be held responsible for items going missing or being stolen in the post, the insurance would cover that. Same as if they had sent it to you and the box turned up empty, they'd have to claim on their carrier's insurance.

They're attitude in the emails is less than competent, but it doesn't make them responsible for the refund in this case.

byte · 10-03-2008 8:08pm

Indeed, it does happen, where somebody with sneakily take the camera from the package and wrap it up again. So it's all possible that Pixmania aren't lying (even if their reputation for after-sales care doesn't seem to be great, from various other threads).

Sconsey · 10-03-2008 9:16pm

byte wrote: »

Indeed, it does happen, where somebody with sneakily take the camera from the package and wrap it up again. So it's all possible that Pixmania aren't lying (even if their reputation for after-sales care doesn't seem to be great, from various other threads).

Personally I'm not that impressed with their pre-sales care either...I ordered an item that was in stock, paid extra for speedy shipping becasue I wanted the item for the weekend....it took them three days to pick and ship the thing which meant I was wasting my money paying extra for the fast delivery. I rang them and they said it was on the pallet in France but the never got round to shipping the damn pallet for over two days. I shant be buying from them again.

boa-constrictor · 10-03-2008 11:36pm

byte wrote: »

Indeed, it does happen, where somebody with sneakily take the camera from the package and wrap it up again. So it's all possible that Pixmania aren't lying (even if their reputation for after-sales care doesn't seem to be great, from various other threads).

Well that just negates every returns policy ever given by an internet retailer. The parcel was well wrapped and couldn't have been interfered with without it being obvious. When you work in goods inwards the first thing you do when you get a delivery is you inspect it. When you sign for it you are not signing for no reason you're signing to say that you received the package in good order. If it isn't in good order you would either reject it or note it on the POD. I have a POD so its their tough sh1t if they didn't check it in properly. Secondly, given that Pixmania have a crap reputation in this department (google it if you don't believe me) why would you take their side and lastly, they confirmed to me in writing that they would refund me so why would anyone with a pair of balls let them off the hook.

jor el · 11-03-2008 12:29am

boa-constrictor wrote: »

Well that just negates every returns policy ever given by an internet retailer.

Not really. It's up to the sender to ensure adequate insurance, this applies to the retailer in the first instance, and the customer in the event of a return. If something goes missing or is stolen, then the recipient cannot be held liable. This is why a lot of retailers offer a no quibble refund or replacement without the customer proving that the purchase didn't arrive.

boa-constrictor wrote: »

The parcel was well wrapped and couldn't have been interfered with without it being obvious.

You're not in a position to make that claim as you didn't see the package in it's received state. There's no telling how well it was re-wrapped, and in that case no claim against those who signed for delivery.

boa-constrictor wrote: »

Secondly, given that Pixmania have a crap reputation in this department (google it if you don't believe me) why would you take their side

They may be lacking in customer relations skills, but I don't think they're deliberately trying to rob you.

boa-constrictor wrote: »

and lastly, they confirmed to me in writing that they would refund me so why would anyone with a pair of balls let them off the hook.

You may have something there, though I'm not sure what this means for you from a legal or consumer law point of view, especially since Pixmania are based in France and as such not subject to Irish consumer law. You could plead with them to honor what they said, but I don't think you can force them to, and since they've subsequently denied you a refund I don't think they're going to give in, balls or not.

It does say a lot about Pixmania overall since they kept you waiting so long to even tell you that the package had components missing and that they've been changing their mind about how they are going to resolve the situation, but I honestly don't think there's anything you can do at this point. Spread the word, put your story on a Blog, and never use Pixmania again. If the European Consumer Centre come through for you, then that's probably as much pressure as you can put on Pixmania. Without this, you're fighting a lost cause.

boa-constrictor · 06-05-2008 10:45pm

I reported Pixmania to the European Consumer Centre and advised them that I had done so. Got a cheeky email from Ms Walker in the company more or less telling me to do my worst.

A couple of days ago I received the following email informing me that I would at last be refunded;

Dear Mr. Doe

We are delighted to inform you that a refund in the amount of 316 € was made today.
Your order was paid for by Bank Card on our Internet site. The reimbursement will be available on your account in 4 business days (if you paid by immediate debit card), or 30 business days (if you paid by deferred debit card).

To obtain additional information as to what type of card you have, please contact your bank.

Best Regards,

James Felix
Customer Service Director

I have now asked them to close my account

Summary Customer number 00000000
E-mail address johndoe@hotmail.com
Last name Doe
First name John
Comments
You are the most annoying company I have ever dealt with. I have now received my refund which I had to fight for for 4 months. Please cancel my account and do not send me any more stupid emails.

Regards

John Doe

and to Ms Walker

Dear Ms Walker

Thank you for your email.

I have now received my refund like I said I would. Its a pity that you put me through all the bother - had you refunded me without all the hassle you would have won a loyal customer. I hope that you consider this a good use of your time and mine. Judging by the number of unsatisfied customers who have put posts up on the internet, you have a bit to learn about customer service.

Good luck with the business.

Regards

I think I'm entitled to a parting shot after all they put me through.