Airconcentre.co.uk - www.airconcentre.co.uk

Terrible customer service when things go wrong. I always judge a company by their actions when things go wrong. I understand products fail but if an item fails within 12 months, sending an email expecting the customer to contact the manufacturer to "see if it's covered by warranty" is not acceptable. My contract is with you, so please sort out the issue for me!

If there is a problem with your order, they wont tell you.

If they have no plans to deliver your items, they wont tell you.

If you want a refund, they won't help you.

Expect the worst with Airconcentre. Their communication is worst than the dead.

Their idea of compensation is "would you like to buy additional products that we don't intend to send you?"

Great delivery service very quick but that is were the positive review stops!!

They supplied by air-cooler which was a customer return this would not be an issue if they had tested the unit before shipping out to me. Their failure to test the unit almost resulted in me being electrocuted. I turned on the unit, very noisy before I could turn off the unit large flash from front vent causing my fusebox to trip. The fan blades appeared to have sliced into the mains power cable in the unit.

I have emailed, made several attempts to call but still no answer or reply. Other than do not send multiple emails on the same topic as this will delay a reply.

It getting to the stage that I am thinking of getting Trading Standards as well as Visa to start recovery of my money. They are leaving little choice as I would have expected at least an acknowledgement by now.

After researching all the biggest suppliers of air conditioning systems, we went with AirConCentre because of their "TrustPilot" ratings shown nicely and prominently on their website.

We ordered kfr-33iw from their website

As promised, next day delivery. Hooray. So we thought....

On opening the boxes we noticed the internal unit looked nothing like the picture. So before starting to fit anything we thought it best to check. We got live chat open via their website and explained the problem. So much for "live chat support". They couldn't help and said we must ring, telling us what number to ring and what "invoice number" to quote. We rang. The chinese guy who answered was confused and asked why we rang his company. I explained that AirConCentre had just given us this number and he said "We are not AirConCentre, we are their supplier"! Unbelieveable yes, but thankfully the man was extremely polite and helpful, and quickly concluded that AirConCentre had sent the wrong internal unit, as I was already sure of. He advised me to ring ACC and explain. I did so, but his word wasn't good enough, so they asked me (over the course of 4 phone calls) to take photos, read serial numbers, look for handwriting on boxes etc. I emailed a load of photos to them, and the man I dealt with (who was trying to be helpful I must admit) eventually concluded "we sent you the wrong internal unit". Bear in mind I had at this point lost half a day (setting out all parts on the ground ready to fit when I started the morning, phone calls etc) and I had taken the whole day off work to fit this system.

Yes It was bad enough that they sent the wrong item but it got worse. He then tells me they will have to collect the wrong unit, and "when we get that back we can send you the correct one". I said that wasn't acceptable, I had already lost a day due to their mistake, and asked why on earth they couldn't just send the correct one today for delivery tomorrow, and collect this one today too. He said they can collect the wrong unit today, but would not send out a replacement until it was received back. I said that was ridiculous and it would make more sense for us to just get a refund and order from someone else who WOULD deliver it all the next day so I could get on with fitting. He put me on hold, presumably speaking to a supervisor, and came back with "No these are the rules, we have to have that one back before we can send the right one". So I told him I wanted a refund instead and would order else. I went to aircon247 and hope to have a half decent customer experience with them. I never write reviews, never ever, but this was so ridiculous and badly handled that I felt i must.

Ordered an extraction fan made by british company xpelair.Recieved it very quickly, but had to be sent back due to a manufacturing problem.The replacement was the same (dont buy british)and i ended up with a refund because unfortunately there was no alternative stocked.The customer service was outstanding and instant.By the time i had put the phone down emails were sent including return labels et.Shame there wasnt another fan to buy, but ill definately use this company again.

They delivered my extractor fan promptly, efficiently and at a good price.

When I decided I needed a slightly different model they responded immediately to my request for an exchange.

The exchange was made without any hassle.

I even got an immediate response to an email sent on a Sunday.