Thank you for taking the time to leave a review, and we’re glad to hear the Claro Whisper DC fan itself has been working well for you.
We’re genuinely sorry to hear your experience with both the delivery timeframe and the courier drop-off location didn’t meet expectations. We understand how disappointing it is when delivery takes longer than advised, and we also completely appreciate your concern that the parcel was left in a shared area near the village office rather than at your nominated delivery point. We agree the delivery should have been handled more securely and particularly given the packaging clearly identifies the product.
We take this feedback seriously and will be raising it directly with the courier team to reinforce correct delivery procedures for village and shared-property deliveries, including ensuring delivery instructions are followed and that safe handover methods are used where appropriate.
Thank you again for your feedback.
Abominable, frustrating, and one I hope never to repeat and would like to assist other members of the public from experiencing what I went through.
Product reviews
Product
Fansonline
3 months ago
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.
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We verify that reviews are from genuine customers by matching them to a sale or transaction. People are only invited to leave a review after purchasing from the business.
