Build4less Avis 

Réponse de Build4less

28 nov. 2023

Hi Renata,

Thank you for your review. We would like to apologize for the error on our side in relation to the 10mm screen and bar. This was an error on our website that has been rectified. The 10mm screen is no longer manufactured and was removed from our website soon after our communication.
When you notified us of the issue we informed you that we could send out the missing bar in approx 2-3 working days, to which your response was for us to collect the screen and issue a refund. We then asked when it suited you for collection, which you advised on 21/07 that you were going on holiday for 2.5 weeks soon so the collection was arranged for 03/08 which you were notified of. 
Collection was attempted on this date, however nobody was at the property and no answer on your phone number. On 15/08 you emailed asking for a full refund. We then replied explaining that we had been trying to collect the screen so we could refund you and that the refund would happen once the product was received back in our warehouse. You never replied to our email, and just opened a chargeback with your bank on 22/08. 
We emailed you on the 28th advising that we had been trying to organise collection the past few weeks so wasn't sure why a chargeback had been opened as we told you numerous times that we were organising the collection as per your request and once received back in the warehouse we would issue you a full refund. 
We again arranged another collection for 24/08, and again nobody was there and you at this stage informed the driver over the phone that you didn't know when you would be back from holiday in order for the collection to be able to take place. We find this an odd response as to not know when you would be back from holidays as you originally told us it would be 2.5 weeks. You then didn't reply to our last email on 24/08 where we advised you needed to let us know when collection can take place as we had tried 3 times now to collect and all had failed.
For some reason you made it very difficult for us to collect the screen and consistently remained quite allusive to be contacted. In this instance we did everything we could to send you out the new missing piece and also arrange a collection so we could issue a refund. However it seems to us that you want to keep the product and get a refund. Unfortunately a refund can only be approved when the item has been returned. 
We offered to send you out the parts free of charge that you needed in 2-3 days, which you said no and requested a return and refund. So we are unclear why you went out to purchase these instead. Our sales team will be in touch to discuss this further with you. Please expect an email from them today.

Regards
Build4less

Réponse de Build4less

27 nov. 2023

Hi Kooky,

Shop Pay is a Shopify payments platform that is available worldwide and it is possible you made a purchase from another Shopify Store amd used a mobile number for that purchase.

You do not have to make your purchase via Shop Pay as we offer alternative payment options. However we should be able to resolve the issue for you. Can you please email us on info@build4less.co.uk and we will see to it that your account issue is resolved.

Regards
Build4less

Réponse de Build4less

7 nov. 2023

Hi,

Thank you for your review.

On the cart page there is an option to select to see the expected delivery charge of your order based on the products you have added to your cart. We cannot give a fully accurate delivery charge until we know the customer's postcode as the shipping cost can change based on postcode. The Delivery Charges drop down menu will have the full anticipated delivery charge at that point. This is typically right but in some very rare occasions may differ slightly from the final amount. There is no Pay Now button at this point.

When you select the Check Out button underneath the Delivery Charges drop down menu you will be brought to our Check Out page whereby you will be requested to insert your shipping details incl postcode. It is at this point the shipping cost will be populated into the cost of the order as this is the most accurate figure during the buying process. You still have not been requested to insert your payment details or complete your order at this point. This would be standard practice across all websites as shipping cannot be calculated accurately without a postcode.

The Pay Now button only appears on the page where you have entered your shipping details and payment details and it is at this point you have all the information in front of you whereby you can decide to proceed or not. Again this is standard practice across the industry.

There is no Pay Now then we add on shipping cost stealthily hoping you miss it. As stated the Pay Now button is on the final Check Out page after everything is laid out on that page incl the shipping cost and the Pay Now button is after you have inserted your card details and would be the final action to complete your order.

Regards
Build4less

Réponse de Build4less

19 oct. 2023

Thank you for your review.

We are very sorry that your order could not be fulfilled at this time and as you state yes there was an error on our website whereby the shipping cost was not calculated correctly. For this we are very sorry and the issue has now been rectified.

Your order was refunded on the morning of the 18th Oct and this review was placed on the morning of the 19th Oct.

We have no control as to when you receive your refund back into your account as this is up to your bank but is typically 3 to 5 days after the refund is processed on our side. The same way we still would have not received your original payment as it can take up to 3 to 5 days for us to receive your payment from our bank after you place your order. So in essence we never actually had your money. It was in cyber space somewhere waiting to be delivered.

All refunds are processed via our accounts team and are typically processed within 1 to 3 days after the refund has been requested. We would be one of the fastest reacting eCommerce stores when it comes to refunds as most you will have to wait 30 days or more for your refund to be processed.

We are very sorry we could not be of more help to you at this time and if there is anything else we can help you with or you have any further questions regarding your refund please feel free to contact our team via our previous correspondence.

Regards
Build4less

Réponse de Build4less

2 oct. 2023

Hi Alamgir,

We are very sorry about the delay in your order and then also the 2 missing boards that you were left short. Unfortunately in this instance there was a shortage in stock and as this product is imported the distributor had to wait for the additional products to come into stock.

Build4less was not notified of the shortage in stock until after your order was placed.

Again we are very sorry for the delay and assure you there was nothing we could do to try get the product out to you quicker as we were totally reliant on Cladco to bring the product back into stock.

The 2 missing boards from your order have been refunded along with any delivery charges you paid as a gesture.

Regards
Build4less