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Ordered what was supposed to be a brand new machine, but it turned up scratched, noisy, and clearly used. When I reached out to customer service, I got vague, dismissive replies that dodged pretty much everything I asked. Instead of directly answering whether the whole unit could be replaced, I was suddenly offered a refund I didn’t even ask for, while my actual concerns went ignored. At one point, they even told me the scratches and wear in the photos I sent were “just dust”. Seriously? After a few rounds of back-and-forth, someone higher up jumped in - not to resolve the issue, but to scold me for being “rude” and defend the rep who wasn’t answering my questions. Apparently, asking for clear answers now counts as a personal attack. To top it off, they scheduled a next-day collection without checking if I’d even be available, and then informed me that all my future orders would be automatically refunded. So I guess I’ve been banned too - which would be funny if it wasn’t so ridiculous. All in all, the whole experience felt more like dealing with a defensive family setup than a professional company. I won’t be shopping with them again, and if you value transparency and decent customer service, I’d suggest looking elsewhere too. ----------- Response to below: Hi "Aqua" Let’s be clear. I wouldn’t have had to email you out of hours if your team had actually responded to my original questions with clarity and professionalism. The only reason this situation dragged out is because I was met with vague, clipped replies, deflection, and zero accountability. At no point was I offered a replacement machine. I'm can more than happily share screenshots of the full email chain if you'd like. I specifically asked whether the entire unit could be swapped, and instead of a straight answer, I was offered a refund, which completely dodged the issue. You're not providing customer support, you're dancing around my queries and issues and trying to convince customers that scratches, noise and wear are just "dust". You then scheduled a collection without checking my availability, and when I couldn’t make that and informed you of such, you treated it like I’d chosen to keep the item, which couldn’t be further from the truth. That assumption just highlights how unwilling your company is to actually listen to its customers. You also provided no follow-up/communication after I'd informed you. Given how Avern handles situations like this, from dismissive responses to patronising public replies, claiming staff were abused because a customer asked a representative to do their job instead of dancing around concerns and questions- I’ve decided not to engage with your business any further. I’ve been making arrangements directly with the manufacturer, who’ve been far more helpful, responsive, and understanding than anything I experienced through your "team". And just to underline the tone you chose to end on, I’ll quote you directly: “..so hopefully we won't have to deal with you again." "Thank you so much for choosing to spend your bank holiday weekend thinking and writing about Avern instead of spending it with family or friends - it means a lot to us :) All the best, hope you treat people around you nicer than you treated our staff.” That kind of petty, passive-aggressive sign-off really says it all. Thanks for confirming exactly what kind of people you are, why I won’t be back and why I'd urge others not to do business with you.
Had to order a new motor for my hover (basil) as the old motor had failed. I was given your contact details when I contacted numatic themselves. The website was easy to use I was able to find the motor I needed so really pleased .
Was kept inform of the delivery all along the way
Order delivered two days after being placed; I can't see how this kind of service can be improved. Thank you.
