Indefinite delays and rude owner
The website looks quite promising and they claim items are in stock however once you have paid you are then left waiting and chasing them for confirmations.
Order #26042 placed Tuesday, following Monday no feedback whatsover despite stating the order is URGENT in the order notes.
When you finally cancel the order because they don't reply you then get a nasty email saying they can take up to a week to process orders and indefinite delays beyond the week to suit their needs.
The owner even complains that I am wasting his time by cancelling the delayed order. The owner also claims that the customer accepts the retailers terms and conditions when they place an order BUT the retailers terms and conditions do not comply with European Union consumer legislation. Only after threatening OMIC and EU Ombudsman did this retailer decide to refund in accordance with EU legislation.
See the owners replies to other negative reviews to gauge his attitude towards customers.
This is not the way you do e-commerce.
If you envisage any delays beyond 24-48 hours then you communicate with your customer because good customer care generates customer re-tension and their good reviews bring in further new customers.
My advice to other customers, go to Brico Depot instead because the Kingfisher Group (B&Q, Screwfix, Brico Depot) built their success on good customer service.
I finally purchased some stove piping from Blofer in Portugal who were absolutely brilliant to deal with after my negative experience of the rude owner of Bricofire.
Reply from Bricofire
Buenas.
Este es el claro ejemplo de quien quiere imponer sus propias condiciones por encima de todos.
El pedido se realizó en plena campaña de Diciembre. En los plazos de entrega se especificaba que tardaría una semana en llegar. A pesar de eso, al cuarto día solicitó cancelar el pedido quejándose del servicio y le explicamos en dos ocasiones y debidamente documentado, que los plazos son los que eran, estaban debidamente informados y por mucho que pusiera en un mensaje que era urgente no íbamos a colarle por delante de otros clientes. Se llegó a indignar porque no le respondimos a un whatsapp en fin de semana! Cuando no se trabaja!
Se le explicó que nuestra tienda (y todas) tienen unos tiempos y unas condiciones (totalmente legales) que todo cliente debe asumir sin excepción. Pero eso no quería entenderlo.
Por supuesto, se le devolvió el importe cuando tenía que devolverse y siguiendo rigurosamente las condiciones de venta y no porque usted nos amenazara.
Conclusión. Por respeto al resto de clientes que asumen respetuosamente los procesos de compra y sus tiempos, Bricofire no dará un tratamiento privilegiado a nadie.
Que tenga un buen día.