Fansonline Reviews

Thank you for taking the time to share your feedback. We’re genuinely sorry to hear that this experience was frustrating for you, as that’s never the outcome we want for any customer. We understand how disappointing it can be when a product doesn’t meet expectations, particularly around features such as lighting, and when the returns process feels more difficult than anticipated. We appreciate the opportunity to clarify that this particular fan model is listed as no-light, and we work very hard to ensure this is stated clearly across our product descriptions. We also offer pre purchase assistance via phone, email and chat to ensure customers can make informed decisions where there are any queries because we absolutely want our customers being happy with what they purchase. Of course, we acknowledge that misunderstandings can occur with purchasing, and we regret the stress this situation caused. As an online-only retailer, our Melbourne warehouse is customer-facing, and is the one where all returns are processed through our designated returns facility. Our policies around opened items are in place to ensure integrity of our electrical products and fairness to all customers, but in this case we did our best to assist and ultimately waived the standard restocking fee as a gesture of goodwill. We’re also sorry that our communication did not feel as smooth or timely as it should have. Your feedback has been noted and will be used to improve how we support customers throughout the returns process. While we regret that this experience led to disappointment, we do thank you for raising your concerns and wish you all the best going forward.