Personal Projector Avis 

Réponse de Personal Projector

25 janv. 2022

Sorry to hear you feel this way regarding the screen you ordered. We have a 5 star rating on Google for our customer service and do everything we can to try and resolve things for customers.

We received your email saying you wanted to resolve this amicably so are surprised to see that at the exact same time you have left a 1 star review before we had a chance to resolve this with you.

It appears there is a lot of confusion re your points which I will clarify below:
1. We asked 2 questions to clarify simply if there was an error at our end OR if you simply wanted to return it. Thats not a lot of questions. Once established we accepted the return no problem

2. Returns not 14 days - it is simply NOT TRUE that 14 days are counted from the moment of placing your order. They are counted from the day they arrive as you would expect.

3. Returns cost £69 - returns costs vary depending on the product you buy. A large oversized long screen costs a lot more to return than a projector. If you had returned this screen yourself it would cost more than £69 so we offered to use our account to collect it for you and express it to ensure it got returned within the 14 day window. You decided not to send it and went on holiday and did not inform us it had not been collected.

4. Policy outside 14 days window - With most customers we resolve all returns amicably and can usually come to some arrangement provided we have some time however if you decide to email us and say you would like to resolve this amicably and then leave a 1 star review at the exact same time its as confusing as telling us to collect a screen and then going away and not informing us that its not been collected and expecting a refund 6 weeks after you purchased it.

We get 5 star reviews because we always try to sort issues out with the customer.

In this case you purchased a screen 29th November which was delivered 2nd Dec and it was covered under the normal 14 day money back guarantee plus the standard warranty.

You then emailed to tell us that the screen was "not as expected" and wanted to return it. When you say we asked lots of questions, we simply wanted to determine if there was an error with the order and we sent a couple of emails and you confirmed the sizes are correct, but you "messed up the furniture where it was meant to sit. The projector screen is as new."

Not a problem and we immediately agreed to take it back in the 14 day warranty period. We even offered to collect the screen for you, even though it was unwanted rather than faulty, and charged you a lower rate than you would have been able to get for returning the screen.
We agreed to do this quickly for you so that it could be returned within the 14 day period which was already running out. We spent a lot of time trying to make this happen for you and getting the labels across so everything was ready for the collection and to make sure you could get it back to us on time.

We then heard nothing from you for 3 weeks and we were concerned the screen had got lost. So we contacted you to make sure everything was ok and to check that the screen wasnt lost. Had we not contacted you it this would have been longer.

By this time you were several weeks over the return time but you told us that you had not shipped on the agreed date and had gone away and not informed us.

We informed you that this is almost a month outside the returns period and over 6 weeks since you purchased it.

As you were out of the returns period we suggested trying to sell the screen on Facebook Marketplace or Ebay as there is a good demand for these screens.

Normally we would work out a resolution for this over email and we regret you have decided to give such a negative review as we feel that we did everything possible to help get your screen returned and could have continued to resolve this to your satisfaction had we been given the opportunity.