Mirror Guard Ltd - abysmal customer service!
Solwaybuggier
Forum Participant Posts: 6
From time to time, there are discussions online whether Mirror Guards are worth buying. I'm not commenting on their product, but Mirror Guard's customer service is utterly abysmal. Use them at your peril!
Back in the summer, we had a (relatively low speed) clash of mirrors in France, which cracked the guard. When we got home, I phoned the company to order a replacement - this was the first week of August. No sign of the guard arriving, so after 10 days
I rang again - black guards out of stock, I was told, they were awaiting material, but may have the odd one to send. 21 August, they took the money from my account, so I assumed they'd found one.
I rang again - black guards out of stock, I was told, they were awaiting material, but may have the odd one to send. 21 August, they took the money from my account, so I assumed they'd found one.
On 1 Sept, still no sign so I emailed them to enquire and said I needed it by end of the month at the latest - I got a prompt response (the only time they have ever responded to a query without me chasing them up!) saying it would be 2 weeks, and offering
to refund payment. Stupidly, I said to hang on to the money provided I could get the guard within 3 weeks.
to refund payment. Stupidly, I said to hang on to the money provided I could get the guard within 3 weeks.
After 3 weeks, I rang and was told the material was in and guards would be sent out by end of the week. Still no sign, so on 29 Sept I rang again - the guy (Paul Sydenham, I assume) said it would be sent out that day. No sign of any apology, and when
I asked him, in view of delay, to use next day courier service as we were going away, he was unwilling. At which point (conveniently?) his mobile signal broke up! He made no attempt to ring me back.
I asked him, in view of delay, to use next day courier service as we were going away, he was unwilling. At which point (conveniently?) his mobile signal broke up! He made no attempt to ring me back.
My further phone calls then went straight to answering machine, but I left a message saying that as he had been unable to deliver by the end of Sept, as agreed, the order was cancelled. Further, that delivery would be refused if attempted. This message
was also sent as an email.
was also sent as an email.
On 2 October, the guard arrived and was rejected. I emailed them, accepted that the guard could in theory have been posted before receiving my cancellation, but pointed out that they should have emailed to advise if this was the case. I asked for a full
refund within 7 days. No reply.
refund within 7 days. No reply.
On 11 October, I sent a further email, asking for confirmation that the rejected guard had been received back, and again for a refund. Again no reply. As of 16 October, I have still had no refund, nor even any response.
In my experience, this company is a total nightmare to deal with. They don't do what they say, you can only contact them via a mobile or email, and they don't respond to messages. If you want to be ignored and treated with contempt, go ahead and use
them.
them.
When we get home, I will be starting with Trading Standards, and if that doesn't work I'll be using the small claims procedure (even though that will cost more than half of the refund.)
There is, fortunately, an alternative - Van Comfort stock mirror protectors which I think are of at least a similar standard, and we found their customer service excellent. (I have no connection with them.)
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