Excellent experience from the first time I spoketo Adrian. Product knowledge was very good and always kept in touch by email. All in all I would recommend Universal Fans to other clubs
I made a phone purchase from information on the internet. I received useful information from the salesman over the telephone and I’m pleased to say that the fan is now installed and working perfectly.
VERY BAD SHOPPING EXPERIENCE!!!!!!!! Never had a chance to see what I bought.
The fans was ordered from NZ and shipped to China. I liked the fans much .This order was looked after by Eunice and she...
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Customer Service
Universal Fans
7 years ago
Hi, we’re sorry for your experience and we were also very disappointed when your order was rejected by customs. Although we do fill overseas orders, we mainly serve the Australian market and it’s not possible for us to monitor the customs requirements for all overseas destinations. This is why it’s necessary for us to have a strict no returns policy on overseas orders. As you mention, Eunice put in a great deal of effort to try and resolve this case, and made her own enquiries to follow up the documents you needed from the manufacturer. Unfortunately, in the end she had no luck. We are currently reviewing our policy regarding the way we process overseas orders, in order to prevent similar disappointment for future customers as we move forward. This will include actively encouraging customers to research the customs requirements for their destination country. Your case was probably one of the most complicated we’ve had to deal with, and unfortunately we couldn’t offer you a refund. We would like to offer our sincere apologies for the disappointment you felt when you received our final email. Everyone at Universal Fans, including management, was hoping for a better resolution, but this was a very complex problem.
we have not yet received our products still waiting as i had to send back to you someone's order from n.s.w we are in the n.t so well have to wait to give them a true review...hopefully you can also...
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Customer Service
Universal Fans
7 years ago
We're very sorry about this. Obviously when mistakes like this happen, it's extremely frustrating for everyone involved. Our warehouse dispatches 100s of orders each day and we can assure you this a very rare occurrence. We are working with our warehouse staff to create better procedures to further reduce these sorts of mistakes. We sent your tracking information through by email yesterday and we apologise for our delayed response. If we can be of further assistance you can reach our team by emailing sales@universalfans.com.au
