The Electrical Counter Avis 

Réponse de The Electrical Counter

12 oct. 2026

Thank you for your review. We appreciate your order, but we do not believe this one-star rating fairly reflects the circumstances you describe.

As you acknowledge, you mistakenly ordered two cooker switches without sockets. We supplied the products you selected. Whenever we make a mistake, we accept responsibility and put it right at our expense. Where a customer orders the wrong product, we offer a return for a refund and ask them to place a new order for the correct goods. The customer pays the return postage, and the new order attracts our normal delivery charges.

Our 30-day returns policy provides additional flexibility beyond the statutory 14-day cancellation period.

You understandably regard £1,052 as a substantial purchase, and we value that business. However, the order total should not be confused with the profit it generates. Online electrical retail operates on slim margins. Most of that money pays for the goods themselves, followed by delivery, packaging, administration, rent, rates, utilities, salaries and employers’ National Insurance.

Your original order included free delivery, which we paid for. Supplying another £40 of products free of charge, or funding return carriage and another delivery, would impose further costs on an already narrow margin. Those costs can wipe out the profit on a transaction. Businesses must cover their costs to continue offering competitive prices and employing the people who serve their customers.

We respect another retailer’s decision to offer you additional products as a goodwill gesture. Each business makes its own commercial decisions, but that does not make our returns policy unreasonable.

We stand by the advice our colleague gave you. You were offered a straightforward route to return the incorrectly ordered switches for a refund and purchase the versions you needed. We believe that was a fair and reasonable solution to an acknowledged ordering mistake.

The Electrical Counter

Réponse de The Electrical Counter

12 oct. 2026

Hi Jay,

We’re sorry the delivery delays and uncertainty over your refund have left you disappointed.

Your order was placed on 26 September and included a Wylex item advertised with a 7–10 day lead time. That item arrived with us on 2 October, and we dispatched your complete order the same day, ahead of the stated lead time. We also sent order preparation and dispatch notifications.

Unfortunately, delivery was then delayed by DHL. We chased the courier on 5 October and, following your cancellation, requested that the parcel be returned to us on 8 October.

Normally, we process the refund once the goods have arrived back with us. However, on this occasion we have instructed that your full refund be processed today, without waiting for the parcel to return. We will confirm this to you directly once it has been processed.

Although we dispatched the goods promptly, we recognise that the overall delivery and cancellation experience has been frustrating.

Kind regards,
The Electrical Counter

Réponse de The Electrical Counter

9 oct. 2026

Hi Harry,

We’re very pleased you’re happy with the bulbs, and we’re sorry DHL kept changing your delivery dates.

We use DHL and have sent over 53,000 consignments with them so far this year. Our figures show that 99.99% arrive safely and on time. We are aware of issues at certain depots and with some agency drivers, and we’re currently addressing these with DHL.

Thank you very much for your custom, and we hope you’ll buy from us again soon.

Kind regards,
The Electrical Counter