Hot Rox UK www.hotroxuk.com

I bought a few things through the years and it was always fine, until something went wrong, and I found out these people are DISHONOURABLE as it can be.

If you are thinking of buying valves from them, please think again. Go and read their terms and conditions. These shameless people make the GROTESQUE claim that valves are "perishable" and therefore non-returnable. The law does say that perishable items are non-returnable, but "perishables" are things like food, or fresh flowers. Not valves.

Hotrox was forced to refund me by Paypal. Yet, they did not change their terms and conditions after that. Shame on them.

I had some valves bought for me as a Xmas gift from Hotrox Uk - one of them failed in the first hour of use. After a number of phone calls and email exchanges I returned the valves and this was the reply I received from Hotrox customer services:

"We have further inspected the valves returned. Unfortunately the faulty/cracked valve has been received in completely broken condition which makes any further inspection impossible. There is no other way forward with this issue other than to offer you once again the opportunity to purchase one single valve to make up the pair again. We DO NOT sell these as singles so I hope you will receive this as the final gesture of good will that it is intended to be. I will await your further instructions.

Kind regards 

So their alleged 90 day 'no fuss' guarantee is utterly worthless - save your money, buy valves direct from China - at least you know you are gonna get shafted if there is a problem and at much less cost.

Sincerely

Dissapointed

Sent 4 email queries with no response. Called them, spoke to someone who was either preoccupied or maybe even a customer who answers the phone???? A simple question yet no answer. The result in such shocking customer service is that I managed to source a brand new item elsewhere, £200 cheaper and pre/after sales service even for a distance sale has been impeccable. In some ways I'm glad I heard nothing because it seems they have a tendency to sell part used or returned items as new anyway. Maybe I got off lightly but companies like this need reporting, especially when there are other places who pride themselves on serving you no matter what the product or where you live yet don't survive in these harsh times for retail.

The item I bought was cheaper with Hot Rox than anywhere else I could find, and it arrived within 2 days. All good up to the point I found it to be faulty and wanted to return it.

Contacted Hot Rox using their online form, a few days went by with no response. Contacted them using the email address that came with the order confirmation, another day with no response. Phoned them: no answer. Was starting to think what kind of tinpot operation is this, then phoned again and finally got the return information.

I was told to include a letter detailing the fault, and that I would like a refund. I did all this, and the package was delivered to Hot Rox within 2 days.

A week after that, I still hadn't heard anything so rang them again. The guy told me the person who deals with returns wasn't there at the moment and I would be contacted by phone when she came in.

By 2pm next day there was no phone call so I rang again. A guy told me he'd just opened the parcel five minutes earlier and the refund had been processed. It seemed unlikely he'd just opened the parcel 5 minutes earlier, so I questioned him a little about it. He had no idea the item had been returned because of a fault, or that I'd paid via paypal. It was obvious he hadn't done anything he claimed.

By this time I felt I was dealing with BS merchants so opened a dispute with paypal. The first step was to send a message to the seller via paypal. Hot Rox-s reply was what was the matter with the item. The letter they explicitly asked me to include appears still not to have been read. I redescribed the issue, and asked them why they hadn't read the letter.

After another few days of feet-dragging, I finally get a refund.

Hot Rox had my item and all the info they needed to make a decision about the refund for 11 days,but chose to do nothing.

It took a dispute via paypal to get them moving.

I like to support small businesses as big companies need competition to keep the marketplace healthy for consumers, but companies like Hot Rox just make you wish you'd stuck with the big boys as the one thing you can be sure of is when things go wrong the return process will be totally hassle-free. Won't be shopping with Hot Rox again even if they are a couple of quid cheaper. Not worth it, and I wouldn't give them my business after the nonsense I had to listen to over the phone.

I purchased an item that was listed as 'in stock'. However it took nearly 3 weeks to arrive and was faulty when it finally did. After such a delay why wasn't it checked as working before sending it out? A complete waste of time and money. Hotroxuk used to be an excellent business with equally good customer service but not anymore.

I had a dreadful experience with HotRox UK after buying some audio equipment which was in used condition when supposed to be new. They refused to refund and were generally absolutely horrible people to deal with. Do an internet search for them and you'll see I'm far from the only one.

Hot Rox UK have an extremely poor reputation in the online music community (just Google them). They are particulary notorious for selling used goods reboxed as new. Slow delivery, out of stock items, complete lack of customer service and a general bad attitude towards the customer seems to be what they are most well known for. I wish I'd known this before purchasing from them as unfortunately I found all of the above to be true.

item never arrived. fake tracking number. liars

they told me item was send me, but impossible to check tracking number. after one month, they tell me item was returned.

ok, send me again,

they give me a tracking number, impossible to check it.

item never arrived..

NEVER BUY AGAIN

I have ordered online for two quad sets of valves - Gold Lion KT88 & EHX KT90 - from Hot Rox UK to send to me in Vietnam. The valve prices are indeed competitive, the order process is quite simple & the shipment was sent out immediately on the next working day. Although it has taken some times for the parcel to arrive due to the local service in my country, but not by Hot Rox UK or Royal Mail service. All the valves have arrived in good conditions & sounded excellent to my music taste in my system. Hot Rox UK's service is really fast & reliable. I highly recommend their service & will place further orders with them in the future.

This is a great music shop and i highly recommend a visit. They stock hard to find effects pedals and always have good stock. When buying online I've always found them very helpful and knowledgeable and the prices are very competitive...Very friendly and helpful staff, keep up the good work.