Expansys - totally useless?

reflux

reflux

reflux

Soldato
Joined
15 Nov 2007
Posts
13,177
Location
Hertfordshire
Short version: Expansys provides terrible customer service. They refuse to respond to emails and don't return calls, leaving customers waiting indefinitely for refunds. Do not buy from Expansys, and certainly never try and return anything to them.

I ordered an HTC 8X from Expansys on Monday 5th November. Decided the day after getting it it wasn't for me and I couldn't afford to keep it. It then took me a week of trying to get them to arrange a return under DSR - they couldn't process my return over the phone, and then totally failed to call back or reply to my emails.

I returned the phone on Tuesday 13th November via RMSD, and since then have had nothing. No acknowledgement of receipt, no refund.. zilch. Inexplicably their site says a refund can take 10+ days from receipt.

I wrote Expansys a formal complaint and sent it by email, but surprise surprise no reply. How can it be so difficult for them to process and refund a return in 2+ weeks when OCUK and others can do it in just a few days?? At the very least they could tell me they've received the item.

Has anyone else had any trouble? Seriously unimpressed with Expansys right now. I won't be shopping with them again if this is how they treat customers.
 
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They haven't been good for a while imo. Much like play they used to be very good and suddenly just went from good to plain crap. You're correct on the email front though as it took them two weeks to reply to an email regarding mobile phone stocks.

Its a shame because they used to be THE place to goto if you were after a phone/pda device.
 
They're not even that cheap :(

A quick google reveals lots of negative reviews... "expansys doesn't reply to emails" "expansys staff are evasive and rude" etc. etc. Definitely wishing I hadn't ordered from them now. What a load of cowboys.
 
Placed my first order with them recently, both items showing as in stock on the website. Checked my order later in the day and one item had the status 'expected in the next day'. Checked the stock levels on the website and they both still showed as in stock.

Phoned the customer service line, on hold for 15mins, then cut off. Retried, eventually got through to someone who seemed clueless. . The only thing she seemed competent at was cancelling my order.

Not impressed at all.
 
This is why I always try to pay with my American Express card - whenever you get 'the wall', one call to AmEx and they will sort it in a week or so.
 
Yeah sounds like a good idea. I will try that from now on.

I managed to get through to them on Friday and they said that they were "moving premises from France" and had an enormous backlog of orders to get through. He said the [email protected] email address is wrong and no-one answers emails sent to that adddress (!) I asked him if he could confirm whether or not the return was received - he said that it was not on the system (still!) and asked me for an RMA number. I was able to dig it out but he said that if I hadn't had one or had lost it, they wouldn't have been able to do anything. Crazy!!

He said he couldn't process the refund over the phone and couldn't tell me when it would go through, but at least I managed to get him to send me an email saying they had it and were going to process it.

Total joke tbh, moving premises or not there's no excuse for such bad customer service. Given the other reports from across the web I think the lesson here is - don't buy from Expansys!
 
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I wont use Expansys ever again.

I ordered a phone holder which the website claimed was in stock.
3 days after they took my money they advised me it was actually out of stock - and would be 5 days.... 5days came and went and it'll still be 5 days... 6 weeks later I cancelled the order and requested a refund, I ordered elsewhere and that arrived the next day. A couple of days later I got an email saying my order was in stock and they'll now process my order. I replied to the email and told them the order was cancelled a few days earlier and asked when my refund would be processed - ignored.
Got another email saying my card had now been charged (erm.... deja vu) and my order will be dispatched later that day. I rang up, spent ages getting passed from pillar to post explaining the situation to about 4 people before someone decided I was talking the right office. They apologised, refunded my money and said the item would not be shipped.

Next day.... email - your item has been shipped. I rang up again, they apologised and asked me to return the item when it's delivered. I also noticed that only 1 charge had been refunded. The item arrived and I sent it back. I spent the next 3 months ringing every week or so trying to get a refund but they claimed the item was never returned.

Sent a seething complaint by Special Delivery to the boss, that was 12 months ago.
Was never acknowledged and I never got the refund.

Never, ever again.
 
Wow... the sheer level of ineptitude going on there is pretty scary. I really hope Expansys don't mess my refund more than they already have.. it's a lot of money at stake.
 
OK, update:

I rang Expansys on Wednesday to chase up this sorry mess, and they said that they were still having problems (surprise surprise), that there was a massive backlog of returns (heard that one before), but that they'd "escalate" my refund and have the money back to me by today.

Obviously "escalate" to Expansys means "sit on backside scratching ****" because I have still not had my money back.

I will ring them on Monday and give them hell. It will be nearly 3 weeks since I returned the phone. The lesson here is NEVER BUY FROM EXPANSYS. EVER. And certainly never try and return anything for a refund. They are unbelievably bad.
 
Might do, their TrustPilot reviews are almost all as bad as mine so their "customer service" is clearly a trend.

http://www.trustpilot.co.uk/review/www.expansys.com?r=3132999&ref=tp

Definitely gonna get some big guns soon, sick of being fobbed off

Interestingly, the Distance Selling Regulations say that the seller has a period of 30 days to return monies owed for a refund, from the date of the notice of cancellation. Since it'll be 30 days in a week, if they hold off any longer they will actually be breaking the law. Idiots.
 
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reflux said:
Might do, their TrustPilot reviews are almost all as bad as mine so their "customer service" is clearly a trend.

http://www.trustpilot.co.uk/review/www.expansys.com?r=3132999&ref=tp

Definitely gonna get some big guns soon, sick of being fobbed off

Interestingly, the Distance Selling Regulations say that the seller has a period of 30 days to return monies owed for a refund, from the date of the notice of cancellation. Since it'll be 30 days in a week, if they hold off any longer they will actually be breaking the law. Idiots.
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They might just hold off for as long as possible. A certain OCUK competitor always does this with DSR (and RMAs, anything customer service TBH), takes 28 days to do anything.
 
I have also had problems with these fools. I am foaming at the mouth thinking about them and the hassle they cause. You never get any response from these idiots. I scoured the internet looking for emails, got myself one of the chief sales staff emails and got it sorted in 2 hours, previous to that I was on phone for 25 minutes a couple of times with no answer. My advice is please stay away from them they will make it hell for you.
 
koooowweeee said:
not looked at the dsr laws but does it apply to company's abroad. can anything be done?
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They are based in the UK, no? http://www.expansys.com/contact-us/

Marvin said:
They might just hold off for as long as possible. A certain OCUK competitor always does this with DSR (and RMAs, anything customer service TBH), takes 28 days to do anything.
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That might be what they're doing; if that's the case it's very frustrating but at least I might get my money back soon.

_ST said:
I have also had problems with these fools. I am foaming at the mouth thinking about them and the hassle they cause. You never get any response from these idiots. I scoured the internet looking for emails, got myself one of the chief sales staff emails and got it sorted in 2 hours, previous to that I was on phone for 25 minutes a couple of times with no answer. My advice is please stay away from them they will make it hell for you.
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Would you mind sharing that email address if you still have it? I am getting nowhere with the "customer service" staff.
 
Still haven't got anywhere. I've phoned them twice so far this week and can't get through to anyone. So far they have cost me about £12 in calls.

I sent them a very angry email today asking what they're doing and for a firm ETA on the refund. Doubt they'll reply, but felt like I had to do something.
 
I returned a faulty phone last week for a refund. Phoned up the other day to inquire about the refund and unfortunately my return hadn't even been logged in at the warehouse. Apparently warehouse has a huge backlog of returns to get through and refunds can take a while.

The girl I spoke to said she would send the warehouse an email to speed things up but I'm not getting my hopes up. I'll update this thread if I get lucky.

P.S I find phoning at 9 a.m to be pretty successful - option 4 I think.
 
Ah right, yeah I've had the backlog story too. It very well may be the case but 3 weeks is stupidly long and shows they've got some serious deficiencies in management/staffing.

I'll option 4 it next time, I've been option 1'ing it to speak to generic customer services but maybe 4 is the way to go, ta :)
 
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