Galaxy Stores 

I bought a table, it wasn't delivered and 6 months later I am still chasing them for a refund for £200. it looks like they have done it to countless other people too. avoid at all costs. I reported them to trading standards, citizens advice and action fraud. please all do the same to try and stop this happening to others.

Bought something near beginning of June got email 12th of June to say item that said was in stock on website wasn't actually in stock. Since then asked a number of times for a refund and still not received a refund even though had emails to say its being processed.
[name] from customer service was meant to be dealing with it but clearly hasn't! I am complaining to my credit card company to now try to get the money back - waste of my time - avoid this company!!

I only wish you were able to rate with a Zero

I placed an order for an Emerson dining set priced at £620.00. I requested delivery for the 1st march and was told that was ok and that had been added to my delivery details. Having arranged for someone to be at the new house to receive it they waited all day and nothing came. I contacted them and they then told me that despite having sent me a receipt and agreed delivery details that my order had not been placed due to me requesting a delayed delivery ??? this is provne to be false by email communications .They then said they cannot request specific dates despite them actually agreeing it to it by email and telling me my order was delayed due to me requesting delayed delivery !! I get the impression these people could not lie straight in bed.

On the 4th March following further emails I was then told that they could not tell me when it would come as they do not accept request for specific days and the delivery company would contact me direct to arrange this.

It finally arrived on the 11th March and instead of being assembled the dining table and chairs was in multiple boxes to self assemble and the delivery driver wanted to leave them on the doorstep as he said they are not paid to put it inside, the person who accepted the delivery was a 70 year old lady with some mobility issues and all she asked was them to put it just inside the door out of the rain and he did not want to.

A relative who is a carpenter by trade put it together for us, he said that the wood was very inferior and that he was worried as he did not think the fittings were adequate to hold the weight. And was right, 12 days later it started to fall to pieces, and not due to bad fitting the actual wood was splintering round the fittings under the weight when moved to one side it then collapsed thankfully no one was hurt by this They have now updated their site to state it is flat pack but they didn't when I purchased it only after I complained again proof of which I have in emails . And when they say walnut finish what they mean is a thin strip of walnut stuck to a mix of cheap tatty wood underneath.

I emailed the company who have said they would get someone to collect it to take a look at it they then said they had arranged for collection which never happened . I said that as it is not fit for purpose I want it removed and a full refund, all they do is say yes they will but have done nothing. The last time they responded to me was on the 18th April to now there is no more contact and no refund.

I have now purchased another table from a reputable supplier for only £50 more and it came fully assembled , it was carried into the house , unpacked and put in place by the very polite delivery people and is real solid wood not the mishmash of rubbish Galaxy sold me which has now been moved to the garage.

It would appear that as they will not take the table away or refund me as they continually promised I will now have to involve trading standards and take court action to retrieve my money and to charge them storage fees on top. It would appear from the many review sites on the internet and Twitter where Galaxy have closed their account it would appear after being chased by unhappy customers that I am just one of many who have been deceived.

Anyone who is considering shopping with these people do yourselves a favour and save yourselves a lot of money and grief find another company , I am not a moaner for the sake of it believe me but this outfit is really disgraceful and does not deserve your money.

I placed my order before reading the awful reviews on here and as soon as i did i panicked. But i had no reason to, my emails were answered within 2-3 hrs of sending and the 'live chat' on the website worked very well with the staff member having answers to my questions. Product arrived in good condition via a brilliant courier 'KnowHow' and it is exactly as described, allbeit a couple of days late. I would use again considering the fantastic prices.

Thank you.

We wanted bunk beds for our sons and brought the Leo Pine set. I emailed before order to double check stock and true to their word it was and the guy emailing checked the shade of pine for me too.

It came next day delivery promptly before midday by UK MAIL all perfect. Beds are so robust, no issues - Would buy again!

I purchased a sofa in March, was told it would be a month. Waited, no sofa. Contacted galaxy who then gave me another date. No sofa again, same pattern.

They promised me a refund weeks ago but its still not happened. I have numerous emails to say they will resolve the matter but this has still not happened. They have now stopped responding to my emails. I feel that I have been conned and I will never see my money again.

Avoid at all costs!

VERY POOR DELIVERY!!

Ordered a bed with this company which turned out to be a nightmare!

They delivered the bed to my billing address rather than my shipping address which I no longer lived at. Not only did they get the address wrong, buy they also failed to contact me to say when the bed would arrive so there was no one in the house. Therefore they left the bed at the front of the house which contained personal details on such as my address and mobile number.

I had to go to my old address and struggled to load the boxes into my dads car. Luckly he was there as I am currently 7 months pregnant so unable to lift heavy objects.

Once we got the bed to the correct address we realised one of the boxes was wrong and had a different address and mobile number on. I rang the number and a very nice man exlpained the same thing has happenend to him. The company left his bed infront of his house. He also had the wrong delivery as he had my missing box.

The kindly arranged to sort out a swap and drove to my address to resolve the problem. Thank you!

I have emailed Galaxy three times and had no response! VERY POOR customer service WOULD NOT RECOMMEND!

I bought a Dyson Fan on 22-May and they haven't delivered it yet although they have charged for it !
Avoid it at all costs - don't be fooled by the low prices!!!!!! I know it is very tempting but now I haven't got the item neither the money .....
I will have to contact the credit card to ask a refund under the buyer protection section 75.
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The Consumer Credit Act 1974 is a piece of legislation that means that lenders must be licensed by the Office of Fair Trading.

Section 75 of the act says that license means that lenders are responsible for the credit agreements between traders and individuals.

In essence, it's a fall back: when a cardholder has a claim under legislation like the Sale of Goods Act, section 75 means the card provider has to help.

That means cardholders can claim on items that are:

Not delivered example: you book a flight but the airline goes bust.
Faulty example: you buy a TV but it doesn't work.
Damaged example: you buy plates online and they arrive smashed.
Cardholders have a right to be refunded if they make a claim within 6 years (5 in Scotland) and the claim is dependent on the bank, not just the company.

Only purchases which cost between £100 and £30,000 are covered by Section 75.

Unfortunately I have to give them one star to post this but they aren't even worth the one! We placed an order for bedroom furniture and they took our money the same day. Six promised delivery dates later and still no goods just lies after lies! Cancelled order and guess what still no refund - I'm handing it over to Mastercard! Shocking customer service, I can see whey they don't want a phone number, they would spend all day speaking to irate customers.

I placed an order in September last year, and the item was out of stock
I requested a refund, but it was never processed. I can't get in touch with them since September - they don't reply to mu e-mails.

Ordered a wardrobe. It took weeks to arrive instead of the days as promised. Arrived broken. They now won't issue a refund or replacement.

There's no telephone number on their web site - so once they ignore your emails there's nothing you can do but sue. What a hassle!

Order # 100014965

Initially impressed by transaction speed but delivery estimates, customer service skills and overall company professionalism/organisation leave a huge amount to be desired. Attempted to resolve problems with the customer services department only to receive no replies, conflicting information and misleading emails about the reason for complications with my purchase and the stock status/dispatch of my actual item. I am still waiting to receive this. The onus is completely on the customer to ensure they get the service they have purchased. In their eventual replies to me they have repeatedly refused to comment on any of the concerns I have raised, showing what contempt they have for their paying customers. I could have bought and collected a similar item to that which I ordered, on the same day I made the decision to patronise them with my custom. A mistake I will not make again. AVOID PEOPLE, AVOID!!!

Ordered a bed end of January...still waiting end of February...they promised it would be in end of March...still no sign...then they said end of April...told them to cancel as we had visitors coming and needed a bed ASAP...bought a bed locally...delivered within 5 days...now trying to get a refund from Galaxy Stores...said end of April they were processing the refund...am still waiting on my £365 3 weeks later. Sent a complaint email yesterday asking where my refund was and this morning I receive an email to say bed was now in stock and if I would like to order, then click on the link!!! Think I will be contacting my credit card company at the end of the week. What a joke of a company! Would even go as far as to call them fraudsters!!

We ordered a firepit table for £750 on friday 4th April this year. The website advised a delivery time of 1 to 2 days and we waited in for the delivery on Wednesday and Thursday the 9th and 10th April. When the firepit didn’t arrive we googled Galaxystores and to our horror discovered all the other customers like us who had had the misfortune to deal with this company. We cancelled the order immediately under the distance selling regulations 2000 but despite all our emails asking for the refund to be credited to our account we are still waiting like many of the other customers on here for the refund to materialise. In the meantime we have had to settle our credit card bill, paying £750 for an item which we are not going to receive in order to avoid interest charges.
If you do not want to waste your hard earned money DO NOT DEAL WITH THIS COMPANY. Save yourself time and stress - read the emails below exposing their shoddy tactics and shop elsewhere.

Sent: 08 April 2014 09:38
To: customersupport@galaxystores.co.uk
With regards to order number …….could you please ring me on…….
Thank you

On 8 Apr 2014, at 13:44, Galaxy Stores Customer Support"
We don’t have phone lines to make calls out at the moment, what was it regarding?
Kind regards,
Customer Support Team

Sent: 08 April 2014
To: Galaxy Stores Customer Support
Can you confirm the status of this order. Your website stated a lead time of 1 to 2 days for delivery. We are therefore expecting the table to be delivered tomorrow on Wednesday 9th April and have arranged time off work accordingly.

On 8 Apr 2014, at 17:18,
I will chase this and come back to you ASAP regarding this. I should have more information for you by tomorrow
Kind regards,
Customer Support Team Galaxy Stores

On 9 Apr 2014,
Thank you for your email yesterday. Have you found out any more information? Can you confirm the expected delivery time

On 10 Apr 2014, at 17:07,
Can you please ring me on …… to discuss the above order before I cancel.
Thank you

Date: 10 April 2014
To: Galaxy Stores Customer Support
I ordered the ravello marble top fire pit table on Friday 4th April 2014. I have not yet received the goods.
Under the Consumer Protection (Distance Selling) Regulations 2000 I am entitled to a seven-day cooling off period, starting from the day after I bought the goods and am writing to cancel the order.
I have paid in full on my visa credit card and would therefore request that you provide a full refund within 30 days and email me to confirm this has been arranged

Sent: 22 April 2014
To: Galaxy Stores Customer Support
Subject: Consumer Protection (Distance Selling) Regulations 2000 order no ….

In your last email you stated you had passed this cancellation email to your accounts department to arrange a refund. We have not heard anything from them yet and our account is due for payment.
As I am sure you can appreciate we do not want to have to pay for this item which we know we are not going to receive in order to settle our credit card account and avoid interest charges.
Can you therefore please ask your accounts department to action this refund immediately.
Thank you

On 22 Apr 2014, - Galaxy Stores Customer Support wrote:
Sorry for the delay in coming back to you, I have been looking into this and it seems there was an issue with the stock being discontinued which has caused the delays. Our buyers have been looking to get new fire pit tables in to replace these and they have just made me aware of the new items that are coming in this week. I have attached a photo above and the details for this table are below:
Height:62cm: Width:107cm:Price = £350
The top is made from hand-cut slate of predominantly warm red and brown colours, having a riven surface. It is supplied with charcoal grid, stainless cooking grill, domed mesh lid and stone plate to cover the firebowl when not in use. Each table includes 2 stainless steel firebowls, so you can use one for heating or cooking and the second as an ice bowl for storing cold drinks. It has a steel rim and steel leg assembly finished in black.
We could deliver this to you for the begging on next week on Tuesday/Wednesday if this would be a suitable alternative? Sorry again for the delays in coming back to you and the inconvenience this may have caused
Kind regards,
Customer Support Team Galaxy Stores

Sent: 22 April 2014
To: Galaxy Stores Customer Support
Thank you for looking into the reasons for the delay on the ravello fire pit table. We very much appreciate your efforts to find a suitable alternative for us but as we particularly wanted that model we would ask you to still go ahead with the refund as requested on the 10th April.
In your previous email you stated you had passed our cancellation email to the accounts department and asked them to issue a refund and advise us accordingly.
Unfortunately we haven't heard from them to date and our credit card account is now due for payment.
As I am sure you can appreciate we don't want to have to pay for an item which we have cancelled and will not be receiving in order to settle our account in full and avoid interest charges.
Could you please ask your accounts department to refund the monies as soon as possible and email us when they have done so.
Thanking you in advance


On 23 Apr 2014, - Galaxy Stores Customer Support"
That’s no problem, I do understand, thank you for your patience while I tried to source alternatives for you. I will make sure this gets done for you. Did you manage to find an alternative in the end?
Kind regards,
Customer Support Team Galaxy Stores

On 30 Apr 2014, I wrote:
It's been another week and we still haven't had a refund from your account department. Could you please expedite this and give us some idea of how long this is likely to take as we don't want to settle our credit card for an item we are not going to have.
Thank you very much

Sent: 01 May 2014
To: Galaxy Stores Customer Support
As 24 hours has passed with reference to my last email could you please reply with regard to the refund. (See previous email sent yesterday morning)
If you can't email please ring me on my number below
Thank you

On 1 May 2014, Galaxy Stores Customer Support wrote:
Sorry for the delay in coming back to you, I have sent it over to my accounts team who will sort this for you today. Apologise for all the delays with this order.
Kind regards,
Customer Support Team Galaxy Stores

On 1 May 2014, I wrote:
Thank you for getting back to me. Will the accounts team email me later today when they have put this through.

Sent: 01 May 2014
To: Galaxy Stores Customer Support
We haven't heard from your acts dept today. Can you ask them to confirm the refund has been done.

On 2 May 2014, Galaxy Stores Customer Support wrote:
Sorry for the delay in coming back to you, I will chase them up this morning to check it has been done for you.
Kind regards,
The Customer Support Team Galaxy Stores

Sent: 02 May 2014
To: Galaxy Stores Customer Support
Thank you. Have you spoken to them yet?? Can you confirm they will do this today and will email me the credit refund notice today?? As you couldn't supply the table required we ordered from another company who unfortunately haven't been able to supply it either. However, within a day of advising us they couldn't supply the goods they have sent me a email detailing the refund. I can't understand why it is taking so long for your company. I really don't want to worry about this all bank holiday weekend - and would appreciate you getting back to me today.
Thank you

On 2 May 2014,Galaxy Stores Customer Support wrote:
I will get this sorted for you today. I’m just waiting on them getting into the office.
Kind regards,
The Customer Support Team Galaxy Store

On 2 May 2014, i wrote:
Any news yet - have you managed to contact them

Sent: 02 May 2014 16:41
To: Galaxy Stores Customer Support
Almost close of play now - what time do you all finish.
I still haven't heard anything

On 2 May 2014, Galaxy Stores Customer Support wrote:
We finish around 6 normally, I have sent them an email because I don’t think they are going to arrive in, they tend to work from home some nights so I will push them to put it through this evening if I’m gone by the time they get back to me
Kind regards,
The Customer Support Team Galaxy Stores

Sent: 06 May 2014 09:03
To: Galaxy Stores Customer Support
Still haven't heard from your accounts department but am assuming the credit refund was put through on Friday as promised. Can you confirm this today please - it is now 27 days since we requested this refund on the 10th April.

On 6 May 2014, at 13:49 Galaxy Stores Customer Support wrote:
So sorry for the delay in coming back to you, I will check up on this just now.
Kind regards
The Customer Support Team Galaxy Stores

Sent: 06 May 2014 14:58
To: Galaxy Stores Customer Support
Have you spoken to your accounts department

On 6 May 2014, at 16:45, Galaxy Stores Customer Support wrote:
Sorry for the delay in coming back to you, I have passed it over to them so it should be sorted shortly, were you still looking for a firepit out of interest?
Kind regards,
The Customer Support Team Galaxy Stores

On 6 May 2014, at 17:27, I wrote:
No we've have now shelved the idea of the firepit. When you say it 'should be sorted shortly' do you mean today. We can't understand the delay?

Sent: 07 May 2014 12:46
To: Galaxy Stores Customer Support
Still haven't heard anything can you please get back to us today.

On 7 May 2014, at 17:53 Galaxy Stores Customer Support wrote:
Thank you for your emails, apologies for the delay in responding. My colleague … is currently absent, I will look into your order in full tomorrow morning and come back to you with a full update.
Kind regards,
The Customer Support Team Galaxy Stores

Sent: 08 May 2014 12:30
To: Galaxy Stores Customer Support
Can you give us an update as promised yesterday on the progress of our refund. Tomorrow it will be 30 days from when we cancelled the order on April 10th. If no further information is forthcoming today we will instruct our credit card company to pursue the matter under section 75.

On 8 May 2014, at 13:28, Galaxy Stores Customer Support" wrote:
Thank you for our emails, I will pass the matter over to accounts to process a refund, you will receive confirmation via email when this has been processed.
Kind regards,
The Customer Support Team Galaxy Stores

Sent: 08 May 2014 14:48
To: Galaxy Stores Customer Support
Thank you for looking into our refund. I cannot understand, however, why you are saying you have passed it to your accounts today to deal with. The customer support team emailed us on the 10th April to confirm they had passed the refund to the accounts department - was this not the case then??

On 8 May 2014, at 16:57, Galaxy Stores Customer Support" wrote:
Thank you for your email. Before we cancel your order completely can I just double check if you would be interested in switching your order over to an alternative from stock? The reason I ask is that we have recently brought into stock some new fire pits such as the following: xxxxxxxxxxxxxxxxxxxxxxxx


If this isn’t suitable we can also look at ordering any other alternative item that you may have seen elsewhere online in to our warehouse for you specially. Please let me know if this would be of interest.
Kind regards
The Customer Support Team Galaxy Stores


On 8th May I wrote
No thank we just want to cancel.
At the moment we have £750 on our credit card which we are going to have to pay (to avoid interest charges) for goods we know we are not going to receive. Please arrange the refund today as promised and email us to confirm when it has been done
Thank you

I ordered a product that was shown as in stock and would be dlivered in 1 to 2 days. That was Good Friday. By the following Wednesday, having received no notification of despatch, I emailed customer services and they replied by saying that my product would be delivered that day. Not having received delivery I emailed customer services again asking for a tracking reference, to which I received no reply. On Friday I received an email saying they just wanted to be sure I was aware the product was out of stock but on back order. I cancelled the order and asked for a refund which was processed promptly after I logged a dispute with Paypal.

HAVE HAD NOTHING BUT HASSLE SINCE ORDERING A NEW BED. WAS ATTEMPTED TO BE DELIVERED TO WRONG ADDRESS.
BED WAS DAMAGED, DENTED AND SCRATCHED.
REPLACEMENT STILL NOT HERE 2 WEEKS LATER
THEY DELIVERED 1 PART, SIDE RAILS NOT WHOLE NEW BED
NOW WANT TO REFUND ME RATHER THAN SORT

CUSTOMER SERVICES ARE APPALLING
WORST COMPANY I HAVE EVER DEALT WITH

ABSOLUTE RUBBISH!!

AVOID
IF THERE WAS A ZERO WOULD HAVE SCORED IT THAT


UTTER RUBBISH

NEVER NEVER USE THIS COMPANY

This was without doubt the worst experience of online purchasing I have ever made. They sold my item as 'in stock' with a delivery of 1-3 days and 'fully assembled'.
It arrived 3 weeks later as flat pack.
Endless emails chasing the item and a threat to report the MD to trading standards (I found his name on companies house) - as well as raising a Paypal dispute, resulted in me actually receiving my item... I believe a lot of other people haven't.
After 3 weeks of chasing I did actually ask for a refund but they ignored that and continued the delivery!
They also have no phone number which is too convenient (for them!)
I really would advise you all to shop elsewhere.

I ordered a 4 X 6 ANTIQUE WHITE PHOTO FRAME (Product code: 169226) on Thursday 10th April.

On the website, it said "Delivery Time: 1 -2 Days - Availability: In Stock".

I emailed asking for a shipping confirmation on Monday 14th April and I was emailed back the same day "APC couriers are delivering to you this Wednesday before 4pm. Tracking will be sent to you tomorrow morning."

I waited until approx 3:30pm on Tuesday 15th April before asking again for a shipping confirmation as it was not sent in the morning as I was told.

Shortly after, I was sent an automated email with an INVALID consignment number after checking numerous hours after being sent the confirmation and for it to say "APC Couriers will deliver this Thursday before 4pm" even though I was told it was to be delivered on Wednesday!

This product was needed by Wednesday 16th April and it will no longer be needed as it's too late meaning I will have to source from elsewhere.

Following my first experience with Galaxy Stores, I would not recommend them or use them again.

Terrible customer service. No phone number to call and they don't respond to your enquiries via email. I wasted 3 days waiting in for delivery from these clowns. I have never received such awful customer service in my life. An AWFUL company to do business with.

My shed never arrived, despite promises from customer services. I couldn't cancel as they had already started building the shed (a lie). No refunds were possible as they would be unable to sell on the shed (why?). Also for Galaxy 21 days delivery means working days so beware using that argument. Even so, i stood no chance of ever receiving anything more than platitudes.

Raising a dispute with paypal worked wonders. Maybe looking out who the MD is on companies house website and sending him a nudge might help others.

Two stars, not one: I have to say I always got a prompt courteous response from [name] in customer services, who might consider that his patient talents might be better employed elsewhere!