Galaxy Stores 

We placed an order (100030039) on the 20th of December, for just under £500, because it said on their website that it takes 1-2 days to deliver. This was supposed to be a Christmas present and we haven't heard from the company, nor have they responded to any of our emails. There are no telephone numbers available to call and the on-line chat keeps saying it's offline. We just want to cancel the order now and get a refund, but we're stuck.

I placed my order two months ago and the goods still haven't arrived. They are the most unprofessional company I have ever dealt with. Very poor management and non existent customer service. They could do with reading and understanding the following...
Credit Consumer Act Section 75, Protection From Unfair Trading Practices 2008 and Consumer Contract Information Cancelation and Additional Charges Regulations.

I ordered a bed from Galaxy Stores mid November, this was for a spare room so we weren't in any particular hurry to get it especially as other items which we had ordered else where were due just before Christmas. The website showed in stock with 1-5 days delivery and the price was very competitive so I placed the order. When I went back to check the site the bed was now out of stock. I then started reading these reviews and was getting worried. After 5 days having not heard anything I decided to send an email which said that the bed had been passed to the couriers. A week later still no call so emailed again, to be told that the couriers would be in touch the following week. By Wednesday I still hadn't been contacted so emailed again, to be told the couriers would be calling "very soon", nothing I had been told was a lie but it was very wooly. After one final email on the Friday being told the courier would be in touch that afternoon, we finally got a call to organise delivery not from a courier but the actual Manufacturer who would be delivering straight to us.

The bed finally arrived on yesterday and was in perfect condition so very happy with it. What I can't understand was why after my first email was I not told unfortunately the bed was out of stock and would be coming directly from the manufacturer rather than all the waffle about being passed to couriers etc. As I mentioned above we were not in a hurry for it and were waiting on other furniture coming from other vendors which also turned up this week but on full knowledge that this was when we should expect it.

I have ordered a single wardrobe from Galaxy stores. After having heard nothing for three weeks, have contacted them three times over email and online chat. Every time I was promised that the customer services person will get back to me, however nothing happened each and every time. I am very disappointed as have no means to speak to or complain about it to the store management.

So we're on day 31 of this order...I've decided to keep the order open rather than cancelling so I can gather more evidence for the trading standards case I opened. My order was only £30 so I'm not distracted by the financial loss and happy to keep this going...the longer it takes the more damning it becomes really..Surprised to see some spontaneous 'excellent' reviews on this site also, seems anything negative gets pounced on my the company, then some miraculous success stories appear...
Anyway, I digress...
Order ID 100027414 placed on Saturday 15th November 2014 (4 weeks ago) was for some hanging basket hooks ..Delivery Time on their website for the last 4 weeks always shown "1-5 Days" with Availability "In Stock"
On Day 6, having had no dispatch confirmation I decided to contact the store by email and was informed
"your order has been slightly delayed and I do apologise for this, we are just sorting all of this out at the moment and you will be notified very soon of your order being dispatched to yourself at the end of next week, once this has happened the couriers will be in touch to arrange everything with yourself directly."
So I replied, and asked them to change the Delivery time and availability on their website to reflect reality so other customers aren't misled.
3 Weeks ago, a customer services representative we'll call from now on [Rep 1] said "Thank you for your email and I will be working to have all this information amended as soon as I can,"

Since then I decided to use their live chat..Here's the long list of plausible reasons you're likely to get in relation to why they can't send you the product...Note, there are two customer services reps who shall remain nameless so I'll refer to them as [Rep 1] and [Rep 2] ;-)

So 27th November - let's see if things are actually in stock...

Chat transcript from 11/27/2014
[Rep 2] of the customer support team (14:29:35): How can I help you?
Me (14:29:58): Hi, can you confirm whether these are in stock pls ? [link to the hanging baskets]
[Rep 2] of the customer support team (14:35:03): let me just check for you
[Rep 2] of the customer support team (14:41:25): They are indeed in stock at the moment
Me (14:41:47): thx...how quickly can you dispatch one ?
[Rep 2] of the customer support team (14:43:15): We could have the delivery to you on Wednesday if you ordered today
Me (14:43:55): thx...can you check the status of order 100027414 pls ?
[Rep 2] of the customer support team (14:45:28): This will arrive with you on Wednesday, we had a few delays with it coming from our supplier but they will deliver directly to you next week
Me (14:45:51): thx [Rep 2]
[Rep 2] of the customer support team (14:51:26): no problem at all

So a week and a bit passes and nothing...bit annoyed having read other reviews of this site so I think best to cancel...

Chat transcript from 12/08/2014
[Rep 2] of the customer support team (11:44:23): How can I help you?
Me (11:45:12): hi [Rep 2], we've chated a few times now re order 100027414. COuld you cancel this order pls ?
[Rep 2] of the customer support team (11:46:17): We can certainly arrange that for you, I have just checked and this is on the list to leave us tomorrow for delivery on Wednesday at the moment
Me (11:46:38): that's what I've been hearing for the last two weeks tho
Me (11:47:12): where is this product as of today ? is it in this country ?
[Rep 2] of the customer support team (12:06:21): it is indeed, there has been a delay previously with it landing with our supplier but is now with them so we are going to dispatch directly from them for you
Me (12:09:23): has it been customs cleared yet ?
[Rep 2] of the customer support team (12:09:48): yes, it has actually landed with our supplier in this country
Me (12:10:08): any reason why it can't be dispatched today ?
[Rep 2] of the customer support team (12:10:51): it is being unloaded as we speak and they don't think the container will be done by the time the couriers arrive
Me (12:12:09): which port did it come in to ?
[Rep 2] of the customer support team (12:13:11): I don't know the answer to that sorry
Me (12:17:27): ok thanks [Rep 2]. I've opened a case with Trading Standards in the meantime just to help your management improve the service. You've advertised a leadtime of 1-5 days with availability 'in stock' for the last 3 weeks when in fact it's been on a container ship until today. I did ask [Rep 1] on 22nd November to change the leadtime/stock status but that hasn't happened and I think that misleads customers.
Me (12:20:20): Based on it now being unloaded I'm happy to wait until the end of the week to receive it but the client I am working for is obviously unhappy I'm able to finish the job hence my frustration with your company. If it was just for a hanging basket it wouldn't be so bad but unfortunately its integral to a bespoke walk in wardrobe that I need to get finished
[Rep 2] of the customer support team (12:21:25): I completely understand your frustration and can only apologise for the inconvenience that has been caused, as soon as these have left with the courier on their way to you we will pop over some tracking details for oyu
Me (12:21:53): thx [Rep 2].
[Rep 2] of the customer support team (12:23:10): no problem at all, please do let me know if there is anything further I can do to help, my email address is ***
Me (12:33:53): thx [Rep 2] will do.

That was the Monday...so let's see...by Friday, still no delivery confirmation...what could have gone wrong ? I mean they were unloading the container 4 days ago !

Chat transcript from 12/11/2014
[Rep 1] (02:09:21): How can I help you?
Me (02:09:49): hi [Rep 1], i've been chatting with [Rep 2] for the last few weeks
[Rep 1] (02:09:59): coul;d i have your order number please
Me (02:10:11): 100027414
[Rep 1] (02:10:21): thank you
Me (02:10:48): he said the container had landed on Monday and was being unloaded
[Rep 1] (02:11:58): i iwll have to email through for you on this one and will let you know when they have come abck to me
Me (02:18:55): thx...I think you and [Rep 2] should go find a reputable company to go work for btw. Be a lot less stressful thank working for ['CEO']

I never did get anything back...so next day I try again....

Chat transcript from 12/12/2014
[Rep 2] of the customer support team (10:10:38): How can I help you?
Me (10:10:49): hi [Rep 2]...regarding order 100027414
Me (10:11:07): we talked on Monday when the container had landed and was being unloced
Me (10:11:12): unloaded..
Me (10:11:30): I was expecting it to be delivered a couple of days ago based on that
[Rep 2] of the customer support team (10:12:41): They have indeed, they are taking longer than expected to unload due to the amount of containers that have arrived in the lead up the Christmas, I have just received note thismorning they are almost done so we can book the couriers for Monday to pick up and deliver on Tuesday
Me (10:14:35): can you forward me the note pls
[Rep 2] of the customer support team (10:16:09): its a massive list of orders that has been put on my desk to arrange couriers for today for collection on Monday that I will be working through thisafternoon
Me (10:17:15): i'd better let you get on with it then...couriers have cut off times for collection monday
[Rep 2] of the customer support team (10:17:58): yeah, I fortunately have until 4pm, just need to get through the morning rush so I can crack on

By end of play Monday I'd heard nothing (what a surprise) so decide to chat customer services again
Chat transcript from 12/15/2014
[Rep 1] (12:51:12): How can I help you?
Me (12:51:46): hi [Rep 1], was speaking with [Rep 2] on friday and he said my order was due to be shipped today..can you update me please ? Order 100027414
[Rep 1] (12:59:36): i have asked [Rep 2] to get back to you as soon as he can
Me (13:00:43): thx
Of course, I didn't hear anything back and no shipping confirmation has arrived in my inbox so I guess [Rep 2] didn't manage to get the long list of deliveries booked on Friday...let's see what happens next...

Here we go...

Chat transcript from 12/15/2014
[Rep 1] (12:51:12): How can I help you?
Me (12:51:46): hi [Rep 1], was speaking with [Rep 2] on friday and he said my order was due to be shipped today..can you update me please ? Order 100027414
[Rep 1] (12:59:36): i have asked [Rep 2] to get back to you as soon as he can
Me (13:00:43): thx

nothing heard back on Monday...so Tuesday...
Chat transcript from 12/16/2014
[Rep 1] (14:20:42): How can I help you?
Me (14:20:49): Hi [Rep 1]
Me (14:21:15): I didn't hear anything back yesterday regarding my order 100027414
Me (14:21:41): and don't see a delivery confirmation from your store either so assume this still hasn't been shipped from you yet
Me (14:53:15): hi [Rep 1], not heard back from you in a while...this chat still working ?
[Rep 1] (14:56:59): sorry it is being touch slow
[Rep 1] (14:57:50): i have a looked at this and this is already being dealt with by my colleaguie who will be with you by the end of the day
Me (15:00:40): thx [Rep 1]

of course...nothing back on the Tuesday at all..we're now over a week since the container landed and was being unloaded and still the website shows 'In Stock' with a leadtime of 1-5 days...
Chat transcript from 12/17/2014
[Rep 1] (10:09:08): How can I help you?
Me (10:10:11): good morning [Rep 1]...[Rep 2] didn't get back to me yesterday or monday regarding my order 100027414...can you perhaps take ownership of this and let me know why it still isn't delivered please ?
[Rep 1] (10:11:15): let me have a look for you
Me (10:11:22): thx
[Rep 1] (10:14:07): i can see that [Rep 2] has inquired as to this for you, he is still waiting for a reply but i have now emailed over to but will have to get abck to you when thye have come abck to me.
Me (10:17:06): I'm at a loss as to what to do [Rep 1]. This order is over a month old now. Over 3 weeks ago you said you'd look into updating the website to change the lead time and in stock status of this item but it still shows it as InStock and Leadtime 1-5 days which clearly isn't true...as of now, what you're telling me is there's no ETA at all as to when it'll be delivered
Me (10:19:49): [Rep 2] on Friday said he had a list of orders to book couriers for and implied mine would be in that list. Clearly it wasn't...so that tells me you have no idea where this product is or whether it even arrived in the shipment
[Rep 1] (10:21:08): the issue is that the depot that we need to speak to is so busy at the moment that when we try and get in touch we are delayed in getting a response, i have asked about this now and will get abck to you the moment i have heard further from them and can get you fully resolved,
[Rep 1] (10:21:43): If you would like to send me an email about this so that i can reply to it then please feel free *********
Me (10:25:56): thx [Rep 1]

Pretty satisfied with the whole process - quick and simple. Would definitely recommend if you're looking at giving this site a try. I had shopped around but found the item cheapest here. Arrived on time and as expected! :)

I ordered a TV unit in October from their professional looking (don't be fooled by this) web site. I was e-mailed some 3 days later telling me it was out of stock and would I accept something else (obvioulsy not, I just wanted the item I had actually ordered in the first place.)

I was then told the item I wanted would be delivered when back in stock on the 27th of Nov. A consignment number was e-mailed to me around this date, with a new promised eta of 2nd of Dec. After waiting in all day (like many others have reported to on here) I contacted the courier (UK Mail) to chase down my order (warning here, Galaxy Stores have no direct contact number - CRAZY!) UK Mail told me the item had not been available to collect from Galaxy Stores and was not in their possession.

Again I e-mailed Galaxy Stores customer services to find out what was going on exactly. Eventually I was assured this was a mistake on the part of UK Mail, and was then given a further delivery date. As this new date was totally inconvenient to me, I decided to contact UK Mail and organise a more convenient delivery slot. AGAIN UK Mail confirmed (100%) that it had never been available to collect from Galaxy Stores and they did not have it for delivery.

Basically I have been lied to from the moment I clicked the 'buy now' button on their web site. The item I bought was never in stock, and their web site should have clearly indicated this to me.

Fortunately I paid via credit card (as I always do online) and opened up an immediate dispute with them via my bank. A full refund to my card was made in 48 hours, and they will handle the dispute claim with Galaxy Stores directly.

I buy online goods often, and I have NEVER EVER had a buying experience like this one before. They advertise items that they do not have in stock and their customer service is beyond a joke.

AVOID, AVOID, AVOID please......

# Interestingly, the only thing they have reacted to quickly was to get this review blocked within 3 hours of me posting it. It appears they have blocked many other dissatisfied customer reviews on this site too. And I find the number of 5 star reviews on here very difficult to believe.

Additional update, they pursued me to drop the bank dispute claim asap. And were still assuring me the item had been despatched and was out for delivery. Funnily enough I had an e-mail from UK mail on the same day telling me the TV unit had not been collected from Galaxy Stores. SHOCKING!

I recently ordered a Trellis Planter from Galaxy Stores. It wasn't the cheapest option, but looked best to meet our requirements - especially because they guaranteed to deliver wthin 1-2 days, which we needed.

The day after placing my order I chased to confirm when the item would be delivered. I was told there had been a delay - and it then became clear they wouldn't be honouring their 1-2 day delivery promise. No reason was given - I just got the impression they'd forgotten to process the order.

When we did then agree a delivery date the following week (which had already missed the deadline for when I required the item) I waited in for their delivery the whole day (a 9am-5pm delivery slot) and the item did not arrive.

During this whole experience, whenever I emailed and requested to speak to someone about my increasing level of disatisfaction, Galaxy kept sending me emails saying they don't have access to phones. I completely understand the principle of keeping costs down by not taking orders over the phone, but if you cannot call a disatisfied customer to discuss a complaint, in my opinion, you're not in a position to operate a business in the modern world.

When the item was finally delivered (requiring me to wait in for another day) it was not of particularly good quality. We ended up having to sand down the wood to fit the parts of the planter together and much of the wood had an unpleasant green marking.

I asked Galaxy one final time if they would like to have a conversation about my complaint. They declined, hence my making my views public. An entirely unsatisfactory experience.

I purchased 2 different items for a total value over 1k, with a promised delivery in less than 48 hours.

The first item was delivered on time, but broke during assembly - an expensive table, badly glued???

The second item was deliver after several days and was damaged when we opened it (please note the delivery driver will not wait for you to examine the package). The 1st replacement they sent was also damaged, for the 2nd replacement they sent the wrong item, we then had 2 more damaged deliveries all of which took approx. 2 weeks. Luckily on the final order the delivery driver was feeling sorry for us, and allowed us to choose the good parts from the last 2 deliveries to make up 1 good item.

The quality control is appalling, the products are of Chinese origin, the only good thing about this company is [name] who works in customer support, he does his best to help.

If you factor in the time lost off work waiting for deliveries, this was a very expensive experience.

At no time was I offered any compensation for my problems (I didn't ask).

I ordered a bed from this company for next day delivery and money was taken in full from my account. the following day I received an email to say this was out of stock - and will be back in March (4 months time)!!!! I emailed to ask for my order to be cancelled and a full refund. Was sent alternative links to beds. I then confirmed I didn't want these and wanted my refund. I got sent more links to beds double the price!! I insisted that I was phoned to talk as there is no number to contact - as you can imagine no one rang. In the meantime I ordered a bed else where and received confirmation of my refund from an assistant and was told I would get an email from the accounts team. The next email I received was a conformation my bed was shipped!! You can imagine how I felt knowing I had no refund and 2 beds on the way! I contacted straight away saying I didn't want this bed and to make sure it didn't arrive - I received emails saying 'the bed is back in stock would I still like it?!' You get the picture this went back and forth. After an annoyed email From me I got confirmation that the bed hadn't been shipped and this was an error (good job I hadn't canceled my other bed) but would I still like to wait for it?!?!?! I finally got my refund 7 days after the first point of contact. On the upside the customer assistant replied to every email but obviously on commission - annoyed I wasn't refunded when he said it had been arranged the first time!!! Unreliable company do not order.

Item did not arrive. Originally stated 7 days maximum delivery. After 3 weeks still nothing. False shipment email sent (with no tracking number and when queried changed their minds and said it was still at the factory!!) Customer service repeatedly lied and changed story about whereabouts of item . Promised a refund but now not responding to e-mails. Will be reporting to the police and trading standards as well as my bank. AVOID do not lose your money, buy from a company with a phone number!!!!

I bought a coffee table more than one months ago. After few weeks when I didn't received my table I contacted them to find out that ..... the coffee table was not in stock. Of course nobody from Galaxy store phone me or sent any info about this. It is a dodgy company, they don't have even a phone so you can call and talk about the order. I wanted a refund which they refused to issued. They are interested only to take your money and nothing else. AVOID AVOID AVOID one star because I cannot give 0

Placed an order on the 6th Sept and the delivery was eventually attempted on the 8th October (They use UK Mail and their outfit is a whole world of terrible!). 1 item was damaged so I asked for a replacement. I was told that they could give me a partial refund of £2 but that they could not guarantee that the replacement would not be broken!
I was going away between the 14th and 26th October so asked for collection and redelivery to be after. This was not done. I received 2 sarcastic missed delivery cards from UK Mail, whilst I was away and eventually received the item today. Surprise surprise it was again damaged.

They have no phone number so you can only contact them through email. I cannot recommend strongly enough that no one ever use them!

Lets see how long a refund takes!

Brilliant service and delivery. Really helpful customer service.

It has taken 6 weeks, and an enormous of aggravation to receive the promise of a refund, it is still a "promise" the money has not actually arrived in my account yet.

My refund request was for goods that never arrived. For the product I was buying Galaxystores.com used a third party to send out the goods, they didn't actually have them in stock. So it was only by contacting the drop ship supplier and their involvement that I was able to prove I hadn't actually received the goods.

I have learned NEVER use an internet company that won't give out a telephone number and answer that telephone number.

I had to threaten to go to Trading Standards and the Police before I got any response.

If I had read the reviews on Trust Pilot first I would not have placed an order, not wasted so much time and endured so much aggravation.

Having read the reviews I now know it is a common problem amongst customers at Galaxystores.co.uk Don't risk it, buy from someone else.

The ottoman was easy to assemble and had all tools included. It looks good and feels stable not only for storage but for sitting on. Would definitely recommend as a storage solution.

I did some research before ordering several large items. There seemed to be a few bad reviews of Galaxy but a few good ones so I decided to give them a try.
Firstly I was sent a mail saying all items were out of stock and I could either wait or accept a replacement. Unfortunately I decided to wait. There was no correspondence from them (it was at this point I couldnt find a contact number to speak to them, only an email address). When I emailed I would get a proposed in-stock date but nothing delivered).
They did try to deliver one of the items in stock and tried to charge me £170 for non delivery as my wife and father couldnt unload the item. (It was expected that me and a friend were to take a day off work to man handle the item off the back of a truck). After this I cancelled all the items and was promised a refund that never materialized. I only got a refund after contacting my credit card company who were excellent, although the delays almost put the claim over the maximum time period of six months.
I still cant decide if they are purposely trying to con people out of their money or if they are just extremely incompetent. Either way I would avoid unless you want to be chasing items and refunds and incurring lots of stress.

I ordered two items which were supposed to be in stock, but after I paid had an email explaining they now weren't in stock and given a new date.
Cut a long story short.... Dates kept moving, items kept being delayed by manufacturer... I got one part of the order and then had to wait further again for the rest of the order.
Weeks went by with dates changing so I gave up and found the second item on another website, little bit more expensive and guaranteed next day. Cancelled rest of order which didn't seem to go down well. I then emailed a detailed request for refund quoting my legal rights as a consumer and their refund policy. I got an emailing the next day telling me money was being refunded and it arrived back into my back 2 days later. I also received an email from the customer service person promising to check into stock if I ordered again and a discount for the inconvenience I've had.

I think they struggle with their suppliers. I would maybe use them again under certain conditions.

Their customer service people seemed helpful to me but they can only work around the problems from their suppliers.

I purchased a Cameo Dining Set. It was the cheapest online, plus got £5 off. I was extremely happy with the item. It was delivered when it said it would be (2 hour time slot), really easy to follow instructions, it make a huge difference that all the screws etc where in different bags, for each of the chairs, made life so much more simpler!
So thanks again for a fantastic service, and a brilliant item, at a discounted price!
I will be back in due course. Thanks.

Galaxy stores 'Google Review' stars are inaccurate and therefore gave me a false sense of security at the time of purchase.

I spent good money on a La Hacienda Romana Pizza Oven from Galaxy Stores. Initial impressions were good, since email communication was prompt and they allowed me to use my loyalty points gained from purchasing the pizza oven to put towards a cover for it in a separate transaction. During waiting for the pizza oven to be delivered, I'd noticed a refund for the price of the cover into my bank account, but with no explanation by email etc as to why this amount had been refunded. I emailed them, to which they replied to say that the cover was no longer available and therefore they'd processed a refund.

I accepted this small problem and awaited the delivery of the oven, however on the day we specified for delivery the item never arrived. Again there was no communication from Galaxy Stores or the company responsible for delivery. My wife contacted Galaxy stores at the end of the day and had to inform them to get the delivery company to contact us, since Galaxy don't have a telephone number. Eventually the delivery company did and they said 'there had been a problem with our delivery' and therefore it wouldn't arrive that day. Frustrating, since she'd stayed in all day to receive it.

They delivered it again a couple of days later and on opening the package it was heartbreaking to see the bad damage to our pizza oven. All the outer coating was severely scratched and scuffed, dents on doors, scuffs to the flu chimney and broken bricks in the oven.

I contacted Galaxy stores straight away via email and they asked for photographic damage of which I duly provided. One assistant seemed rather incompetent and had to ask for my order number on separate occasions and gave me no evidence of the progression of my complaint throughout an entire day. It was only when I escalated my complaint by initiating 'Cashback' through my credit card company then I received a phone call from La Hacienda directly.

La Hacienda were very pleasant to speak to and dealt with my replacement promptly. A new well packaged pizza oven arrived the following day and they allowed me to keep the original damaged one for spares.

Please strongly consider this review amongst others before purchasing items through Galaxy Stores.