Superfi www.superfi.co.uk

I ordered a Panasonic UHD TV, on offer as last one. Item arrived quickly, unpacked and set up. On powering up it was apparent that the screen was impact damaged. I checked the box and the shipping label was put OVER a hole in the box where it appears to have been pierced. This lined up with the damaged area.

I reported the TV as damaged, no further stock was available but I was offered the newer model with a £50 discount. I decided to wait until I got my refund. TV was collected by DPD, arrived 19/08/21 apparently.

10 days later no email from superfi, no refund and I am now raising as a dispute with PayPal. What a waste of my time.

Ordered tv online paid for it but not in stock they wasnt interested in getting me one so got refund never going to superfi again argos are best......

I had the worst customer experience with SuperFi Birmingham branch. I have a Monitor Audio MASS 5.1 system purchased from SuperFi 15 months ago. Monitor Audio gives 5 year warranty on their products which SuperFi also states on their website. Just recently my belowed MASS W200 subwoofer broke down. I have contacted online customer chat explaining situation and was advised to call and take my subwoofer to the nearest SuperFi branch in Birmingham (67 Smallbrook Queensway, Birmingham B5 4HX). After calling SuperFi Birmingham branch and explaining that my subwoofer has been purchased 15 months ago but is still under 5 years warranty - I was told to take my subwoofer to them. Now this subwoofer weighs 16 kg and comes in a very big box. There is no parking next to the entrance to this branch. We parked half a mile away and carried this subwoofer to the branch to get looked at and taken for repairs or replacement.

NOW HERE IS WHERE DISGUSTING CUSTOMER SERVICE COMES IN:

We were told to bring subwoofer in to the branch, but when we came branch manager was extremely rude and not interested in honoring 5 years warranty despite his employees telling him that this item is still under warranty. I showed all the purchase papers (invoice with exact purchase date) and brought subwoofer in original packaging with all original paperwork. Basically this managers so called answer was: YOU PURCHASED THIS ITEM IN MANCHESTER SO YOU SHOULD TAKE IT TO MANCHESTER FOR REPAIRS YOURSELF, and also ONLY the person written in the invoice that made a purchase 15 months ago can take this item for repairs. So if this PERSON who made initial purchase is abroad, dead or unable to bring the item in person, YOU HAVE NO WARRANTY! We felt really unpleasant after receiving such customer support, where we were told to take subwoofer for repairs to Birmingham SuperFi branch after our details were checked over the phone, just to be turned down and told to go elsewhere.

Fortunately Monitor Audio gives excellent customer support, after I told Monitor Audio the situation with this subwoofer and poor service received at SuperFi - they have sent me the replacement part within a week.

Thumbs Up to Monitor Audio for being a great company that looks after their customers. HUGE thumbs down for SuperFi for being arrogant and not bothered to help their customers.

I will keep this brief as possible

I placed an order for £549 of hifi equipment from Superfi on the Amazon website. Superfi delivered equipment other than that I had ordered. They claimed this was due to them listing it incorrectly on Amazon, their error, but due to my commitments being available at home for them to collect the items before they will give me money back will leave me out of pocket.....so buyer beware because it doesn't bother them that is due solely to their incompetence

Let me cut to the chase

- no product knowledge (I found the answer quicker on the net)

- manager had no knowldege of bi wiring/bi amping and had to seek help

- seemingly no way of knowing if the stock is ex display or not

- at first I was ASSURED it was brand new, sealed and reduced to £299

- they sent me payment details with jepegs of the damaged goods

- the manager didn't realise it was ex display

- that suggests that they have poor processes and maybe sell used stock as new

- manager tried to mislead me by telling me the item was £499 reduced to £299

- they actually had it on offer for £349 in store!

- very underhand practice which reminded me of a car salesman

- my complaint has been ignored

- I cannot imagine what reaction I would get if I bought something I wanted to return

had a fault with my sony turntable so returned it to be fixed.the turntable was returned to me with no belt in it.ive emailed them and they are just ignoring me.i am now left with a faulty turntable and being ignored by the company that sold it to me.AVOID THIS COMPANY!

I placed 2 orders with Superfi on Christmas eve. One order eventually went through on 28/12, but the other was canceled due to my credit card being declined and I was told to re-order.

Very strange, as the same card was used for both orders and there were plenty of funds available. I phoned my credit card company who confirmed that the card was not declined and the payments were both marked as "pending".

I re-ordered the item anyway and confirmed with Superfi over the phone that I would only be charged once (we'll see).

On checking my order status, the item which was in stock when originally ordered, and in stock when I placed the re-order today, was now out of stock and awaiting delivery from the supplier.

I suspect that my original order wasn't canceled due to my credit card, but someone who works there, or their friend, wanted the last set of speakers and canceled my order with a spurious reason to get them.

The speakers were to be used at a new years party, but I've got no idea when they will be arriving now and I'll have to borrow some.

Their prices are good, but I won't be using Superfi as my first choice again.

Avoid this company at all costs.

Place an order. Waited 10 days, money was taken away from my card straight away. Waited 10 days, no dispatch.

Contacted them for a week, only get through telephone with someone once, the person said he will find out and call me back, which he never did.

Called more times, each time on hold for 20 minutes, then they automatically hang up.

Email them few times, no response. Email to cancel order, no response.

I had to raise a paypal dispute to get me money back.

If you paid by card, what can you do?

Seriously, do not fall the trap by them. Avoid them at all costs.

Positives

Good price (best I found for what I wanted)

Helpful chap on the Nottingham head office telephone number (when eventually found it)

Negatives

No confirmation email

no delivery date or tracking number

woeful customer service

help line not helpful as nobody ever answers

same with email

24 hour delievry--oh no it isn't

Would I use again? Only if I was going to one of the shops in person and could walk out with the product there and then, online? not on your nelly!

I have also experienced really bad customer service from Superfi.

I bought a HUMAX DTRT1010/1TB via another on-line retailer, thought it was so good I wanted another, they were out of stock, so I searched the web & found "Superfi", never heard of them before but they had listed what I wanted.

So I clicked, added to basket, checked out, paid via paypal - Job done with free next day delivery, happy days!

Instant response from paypal stating the money had left my account. I refreshed my emails, clicked send/receive several times...nothing from Superfi, ok, bit worrying, but ok.

The nextday, the delivery day, I still hadnt received any email or any response from Superfi, so I called them.

First I tried their 0800 number (fabulous a company with a free phone number). Recorded message stated there was no one available to take my call & duly cut me off. That was option 2 on their list, so thought I'd try option 1 their sales line......nope, silly me, after trying several times on every available option & constantly getting cut off...I slowly started to panic, I'd paid this company I've never heard of before a few hundred quid of my hard earned cash & now I could find anyone who cared enough to answer the telephone.

I telephoned their Nottingham store to ask if they were still in business, apparently they were, and the very helpful chap gave me another number to call, not all bad...could have just been me!

I called the other number. The chap stated no I wouldnt have received any emails the item is out of stock, apparently I should have checked THEIR stock levels before placing the order...strange! I placed the order, they took my money, the deal was that they would deliver the next day for free....its the next day & they're telling me its not going to be delivered.

I asked to speak to his supervisor & was told "oh he'll only tell you...." thanks but I'll have a chat with him anyway if thats ok with you. I did & was told that as I'd paid them via paypal and the item was out of stock, they'd email me when it was in stock & notify me of the delivery day then. He couldnt understand why I was getting annoyed.

Explain please why I've placed my order, paid my hard earned & you've not even sent me an acknowledgment email as a courtessay? Explain why your system took the order & didnt tell me that you were out of stock? Explain why I should check your stock levels? Explain what your company pays you for...what exactly do you do?

Customer service manager is poorly trained & dosent understand customer service, offered to pop round with a customer return product to replace the one I'd ordered and refund £5.....Nah, thanks, but...I ordered new & kind of thats what I'd like.

I'll wait the week for you to get it back into stock, and spend the day I wrote off to wait in for the delivery publishing my experience with your company on-line, if thats ok with you? After all, you've got my money, you agreed to supply a product via next day delivery and have entered into a contract as such, and you're now in breach of contract.

Would I spend anymore money with this company, no thanks. Customer service just isnt there in relation to their on-line sales, retail sales staff are of course a different breed and do actually give a damn, which is unfortunate as sorry guys, but its now a company thing for me, I'll avoid you all. Sorry.

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