Expansys - totally useless?

I ordered a phone with royal mail special delivery from them and instead they sent it 4 days late via DHL from France. They then offered to refund me the delivery cost of £10 after I complained on their Facebook page.

When I finally received the phone, it had a small dent on it, exactly where there was an opening on the box of the phone. There was no damage to the packaging though.

They then agreed to a partial refund of £40 for the dent. I had not received the £10 postage refund at this time either.

After a few days of no reply I got sick of waiting for my agreed £50, so I started a paypal dispute. After a few hours they accepted my claim of £50 to close the dispute.

A week or so later they then manually refunded me another £50 for a total of £100.

Yep they are completely useless, even though it kind of ended well by mistake I wouldn't use them again.
 
Right so I just got through to them instantly via option #1 on my house phone (decided to give it a go in case they were blocking my mobile number). Told the bloke that if they haven't done this in a week's time they will actually be breaking the law, and he said I was due my refund "in the next few days". I got him to email me confirming that, so we will see if it actually happens! I'd quite like my £400 back, yes.

Interesting that when you do actually get to speak to someone they're quite pleasant and polite - it seems to me that it must be the returns department causing the problems here, rather than customer service, but who knows.
 
Well depends if you get through to the U.K department or the overseas one. Pretty sure I got through to a call centre once and they were not interested at all.

Will give them till next week then I'll get back on to them about my refund.
 
Phoned them again today, was told the warehouse accepted my return on the 7th. ( Special delivery delivered on the 27th. ) , so around 10 days for the item to get processed in the warehouse.

Took one day for OcUK to process a return. Now I don't know the scale of the two operations but surely if Expansys is a larger then they should be staffed accordingly, a return sitting in a warehouse for around 10 days is ridiculous.

So, they accepted the return on the 7th and then was told it can take a further 2-4weeks to process. Told the guy if it's not processed by next week I'll be filing a claim with Paypal and also contacting Amex, as it's already coming up for nearly 3 weeks since it was signed for by an Expansys employee.
 
I rang them today - because, surprise surprise, still no refund. I told them that if they couldn't process the refund today they'd be breaking the law as it has now been 30 days and according to the DSR they must issue a refund within that period. I said I would be contacting the authorities tomorrow and they promised that they'd "speak to someone in returns and get it sorted".

We shall see. I expect I will be talking to trading standards tomorrow. Expansys' returns department is absolutely shocking - it is no surprise that you're having a similar experience.
 
I'd raise an incident with your card provider if the money isn't with you when you next check. Your bank will have bigger teeth I suspect. It's a real shame you've had to deal with this bunch of idiots.
 
Just for future reference, this is the section of the DSR that stipulates the refund window:

http://www.legislation.gov.uk/uksi/2000/2334/regulation/14/made

(3) The supplier shall make the reimbursement referred to in paragraph (1) as soon as possible and in any case within a period not exceeding 30 days beginning with the day on which the notice of cancellation was given.
Click to expand...

And the notice of cancellation can be taken as the day in which the item was posted back to the supplier.

http://www.legislation.gov.uk/uksi/2000/2334/regulation/10/made

(b) sends it by post to the address last known to the consumer and addressed to the supplier or other person by name (in which case, it is to be taken to have been given on the day on which it was posted);
Click to expand...
 
I refuse to use them anymore, their customer services is pretty poor. Shame as I have spent a lot their historically but that means nothing to them.

I had to return an item and apart from having to send it to France, it took them an age to process a refund, kept claiming they had but nothing had come back.

They need to take a leaf out of Amazon's book who on the opposite end have the best customer services.
 
I just rang Natwest and asked them what they could do about it. I got put through to the Visa Disputes team, who put me on hold and rang Expansys. The woman came back on and said they'd got put through to France, and they needed to find someone to translate, so put me on hold again for a bit and then put me straight through to an English speaker in Expansys HQ France.

I explained the problem and she said it would be no problem, the item was received yesterday (!!!!!!!!!) and that they'd issue a refund today or on Monday. She also muttered some excuse about their offices moving from France to the UK.

So we will see if this refund actually appears... if not, back on the phone to the bank on Monday and Expansys will get a proper kicking.

Hopeless bunch of idiots. Hopefully they'll listen to the bank and get this sorted.
 
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I FINALLY GOT MY REFUND!!! YAYYYYYYYY!!!!

5 weeks after I returned the item and 6 weeks after I asked for a refund, Expansys has finally given me my money back. It took £20 of calls and getting NatWest involved, but they have finally done it. I thought I would never see that £400 again.

The lesson learned here is that Expansys doesn't care about customer service, and Expansys doesn't care if you're unhappy with their service. They don't reply to emails, fail to phone back and they will only do something if someone bigger than them (ie a bank) goes knocking on their door.

I will certainly never shop with Expansys again. It's a shame for them, because if they'd processed my refund promptly or actually given a **** at any step of the process, I might well have purchased something from them in the future.
 
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Good stuff, managed to get there in the end.

I've filed disputes with Amex and Paypal against Expansys, by law they have to give the company time to respond but hopefully they'll take the refund more seriously now.
 
Yeah, from my experience as soon as I got the bank involved Expansys started taking notice. It's a shame that's the only thing that gets them moving but there we go.
 
Promised a speedy resolve on Facebook, fobbed off as usual. So thought I'd tweet Peter Jones from Dragons Den, who's on the board of Expansys.
He's quite happy to share Expansys deals via twitter so thought I'd ask him where my refund was although doubt he'll allow the tweet but just venting.
 
^Yeah worth a shot anyway. Did you speak to your bank/payment processor?

I would like to reiterate to anyone reading this thread... NEVER BUY ANYTHING FROM EXPANSYS!!!
 
Ahhh damn, that sucks. Are you out of your 30 day refund period now? When I rang Visa Disputes at NatWest they just dealt with it straight away.
 
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