Pixmania.com - avoid buying anything from them - EVER

Quizaks Anorak

I am currently waiting for a refund for a product I attempted to buy from Pixmania.com. The product was a hard drive media player and the total cost of the product was €205.32.

February 21 2008 - ordered and paid for product online
February 27 Order dispatched (already 5 days late)
March 4th - Order delievered but it is missing a cable so I cannot test it. March 5th - Missing cable reported and requested
March 6th - I am advised to post back the entire order in order to have the missing cable supplied, I elect to buy the cabole myself and never use their services again
March 8th - Bought the cable and discover that the device only displays in black and white
March 10th - Reported the black and white only problem
March 11th - Posted the goods back as advised to have both issues resolved (cost of €44)
March 15th - Delivery of goods rejected by Pixmania
March 17th - Delivery of goods accepted by pixmania
March 20th - Goods sent back by Pixmania
April 3rd - Good have still not arrived I rang Customer Service to be told that it is in Athlone and I should have it in a few days. I query what they did to fix it and I was told they did nothing, they just sent it back because I didn't include the USB 2 A-A cable that was missing in the first place. I am not pleased with this as this was one of the reasons for sending it back and the first problem that I reported. I also included a note in the box detailing what the 2 problems were. These were ignored. I am told that my two options at this point are 1. Wait until the package is delivered to me and refuse delivery so it is sent back to pixmania. 2. Wait until the package is delivered to me and send it back to Pixmania myself. I am told I have to do this because Pixmania need to have the product before they can do anything like fix it or process a refund
April 9th - The goods have still not arrived and I am getting impatient (even when they do arrive, they will be in the exact same state as they were in on March 11th when I sent them back). When looking for more information on the whereabouts of the goods, the person on the phone complained to me multiple times that the information was in French (Is that my fault) and refused to let me speak to her supervisor beofre I told her that I knew exactly what she was doing and that she was trying to get me to hang up so she could get on with her day. I assured her that this was not going to happen and was eventually put through to her supervisor. An investigation is launched by the (incompetent) supervisor to determine the location of the goods. I am told that I need to wait for the outcome of this investigation and that will take up to 10 working days. When the investigation is concluded I should be able to either 1. Get a refund or 2. get a new product sent out. If I am not contacted, it will be up to me to contact them again. I also enquired about how to get a refund for the postage and I am supplied with an incorrect fax number to fax a receipt for postage expenses to
April 23rd - I contact them again and speak to the same supervisor only to be told that the investigation was closed immediately (2 weeks ago) because the records show that the goods were successfully delivered. I am not pleased and complain that this individual should have known better as I was on the phone with him when this happened over 2 weeks ago and that I should now be in a position to get my refund like I was told and demand my refund. This is not forthcoming and I speak with the manager. Manager then says they need a new investigation to determine who signed for the package. I need to send in a copy of my drivers license or passport so my signature can be verified and and also need to sign a statement stating that I did not receive the goods (this to me feels like they are accusing me of lying and I am not happy. I am also in a bad position because both passport and license are off being renewed)
April 29th - All details requested are emailed in. I speak to the only useful customer service person who supplies me with the correct Fax number for postage refunds and also advises me that I'll need a swift code and IBAN number for the postage refund. I get these and give them to him and fax the receipt to the correct number.
April 30 - I do some research and find out that I am not the only person to have problems like these and it seems that people only get refunds if a consumer watchdog gets involved so I write to the European Consumer Centre and the Nationaol Consumer Association explaining the problems (all of the above). I then mail pixmania to inform them that they have been reported to the above bodies. within 2 hours I have emails stating that my refund is pending resolution with the Accounts department, one in relation to the initial order and the other in relation to the postage.
May 1st - The European Consumer Centre emails me and tells me that I should get a full refund. They ask me to send on details of all correspondance (proof of payment etc) and with this they may be able to contact P(r)ixmania on my behalf. Because of the two mails from the previous day, I think that all is well so I do not respond
May 2nd - I telephone to find out how long it will be before I get my refunds. I am told that there is no guarantee that refunds will be made, that they need to wait for a new investigation into the postage to be closed. I state that I received emails that suggested my refunds are on teir way. I am told that these are automatic emails sent by the system and don't necessarily mean that a refund is on the way. I am not happy about this and report it to the European Consumer Centre and supply all the information they requested. I log another complaint via the FAQ on pixmania again stating that I have given this information to the European Consumer Center. As I write this I have received two conflicting emails from pixmania. The first states

"We are delighted to inform you that a refund to the amount of 44 € for order CCL0XXXXXXXX was made today directly into your bank account.
This transfer will appear in your bank account within 8 working days.
Please note that this process may take longer. Thank you for your patience regarding this matter."

and the second states

"Dear XXXX XXXXX,
Thank you for your e-mail.
We apologise for the delay caused.
We are working with our Accounts Department to issue a refund for postage fee. Once we receive an answer from them, we will e-mail you shortly.
Thank you for your comprehension and patience.
Best regards,
Team Pixmania"

This seems to contradict the earlier mail, that they are actually sending out the refubd for the postage

May 2nd Now - Where is my refund for the Postage and Where is my refund for the disappearing package?

Do yourselves a favour and NEVER EVER EVER buy anything from Pixmania.com. Their products look great but if you have any problems, you are in for a world of trouble and a long long wait (possibly endless). Take it from me, someone who paid for goods two and a half months ago and has nothing to show for it except an invoice, and a receipt for payment of postage and nail marks in my palms from clenched fists.

311

They are probably the worst online company to communicate with.
Their email system is totally automated and also has an inbuilt delay ,so you think that someone is actually doing something:rolleyes:

Still though ,I buy from them when the price is right. The gamble is worth it sometimes.

boa-constrictor

I got burnt too. Got my money back after 4 months and around 40 emails.

I will never buy from them again. Even if you pay €30 more on the high St at least you know you have some redress if anything goes wrong with it.

They are just ignorant and if they don't change their ways the word Pixmania will become a euphemism for shafting someone.

Guy:Incognito

I've bought from them 2 or 3 times without issue. twice was as a result of cancelling orders due to headwrecking crap from other apparently better companies.

peteburnshndbag

I HATE THEM SO MUCH!! I bought a Mustek HDD/DVD Recorder last Xmas, and after a month, the sound went completely distorted wheneve i waitched anything thruthe recorder, even the TV. But when I watched TV thru cable box it was fine.

I sent them loads of e-mails asking for a refund, cause I had already bought a new sony hdd recorder, and they told me they only replace things, don't give refunds unless they cannot fix it.

But I told them that they shouldn't be selling faulty goods that break after a month's use; isn't this against the law??

So I still have the Mustek collecting dust under my bed. I paid 150euro for it, and I might aswell of thrown the money away.

They told me if I wanted it fixed I had to take it up with MUSTEK as it was after a month since I bought it..

NEVER BUY FROM PIXMANIA

Guy:Incognito

peteburnshndbag wrote: »

But I told them that they shouldn't be selling faulty goods that break after a month's use; isn't this against the law??

Pixmania dont make it. It arrives from Mustek in a box. Thats why you get a warranty. You chose to go out and buy a new reciever before contacting them. Thats no ones fault but your own. If you had contacted them they would most liekly have replaced it.

Against the law.:rolleyes: Do you honestly think they said to themselves "here that peteburnshndbag guy is looking to buy an amp, lets sell him a broken one"


As for contacting Mustek. While you dont have to it'd most likely have been quicker and easier because Pixmania most likely would have had to arrange collection and send it to mustek anyway. Your only adding a middleman when theres not much need.

dfcelt

Never had an issue with them myself, purchased about 20no. items from them including 5no. Canon cameras. One of these had a slight fault & rather than try Pixmania I rang Canon & they advised me to send directly to them with copy of Pixmania invoice as all Pixmania would do is send product to them anyway, similar to Amazon and the like. So basically I'd just speak directly to the manufacturer if possible & explain it was purchased through a third party.

Predhead

I've always found them far too expensive.
Just saw they had GTAIV in stock - for 70e!

Guy:Incognito

Predhead wrote: »

I've always found them far too expensive.
Just saw they had GTAIV in stock - for 70e!

Swings and roundabouts, different site are better for differents priducts. I had originally soeccd my pc using Komplett but ended up only buying my 2 hdd's from them . Bought the rest from Pixmania, Dabs , elara and MCmemory.

rom

The have dreadful stock also.