My Pixmania Experience
This is just a quick blog about my experience with the Online E-Tailer Pixmania.
On the 5th October 2005, I placed an order with Pixmania for a 250GB USB External Harddrive. I also ordered a 4 port USB Hub. Both of the products were in stock. I paid for the order using my credit card and expected to receive my order within a couple of days, thanks to their 24 hour delivery services ...
On the 11th October I received an email from a person called James Felix. According to his auto signature, James is the Customer Care Manager at Pixmania.
In his email, James informed me that “As part of our policy of transparency and honesty, we are writing to warn you that, due to problems encountered by our logistics platform, there may be a slight delay in treating your order. This additional delay should not exceed 2 to 3 days and we apologise in advance for any inconvenience caused.”
I was disappointed when I received this email, because it meant that my 24 hour delivery would take more than a week.
On the 18th October, my delivery still had not arrived, so I decided to contact Pixmania again. I sent an email to Pixmania and within 24 hours I received another email from James Felix. This time James stated that "We have now found the source of the problem and every effort is being made to correct the problem in the next few hours to allow us to dispatch your order before Friday."
One week later, on the 25th October, I had still not received an update from Pixmania. I decided to contact them. This time, their customer support person told me that he would refund me the cost of postage and apologised for the problems that I have received. Later that day I received an email from James Felix confirming this. I would like to congratulate James, because according to his email autosignature he is now the Customer Service Director. Congratulations James, I am glad to see that your hard work has been recognised.
On the 28th October I was delighted to receive an email informing me that my product had been dispatched. The product listed was my 4 port usb hub. At the bottom of the email it stated that they had already shipped my hard drive. I had not received a notification of this shipment, so I gave them a call.
The customer support person informed me that my product hard drive was shipped on the 25th October. A couple of days later, I noticed on the Pixmania site that the product was now out of stock and it hasn't been shipped at all.
Each time I call pixmania I am left on hold before I get to speak to any customer support person. The amount of "hold time" varies from 20 minutes to over 60 minutes.
It is now the 8th November, 34 days after I placed my order with Pixmania and my product still has not been shipped! According to their website the product that I purchased is currently in stock. Why won't they just send me my hard drive? It really is unbelievable. I don't want to cancel my order, because I have received the USB hub already and will have to return this to them at my expence.
Today, I phoned them and tried to escalate the issue. I was on hold for 55 minutes before I got to speak to someone. She was polite, but could give me no information. I asked to speak to a supervisor, but unfortunately there are no supervisors available in their call centre. She gave me an email address ( one which I have been given before) and I informed her that I have tried sending emails to that address in the past and I have not received a response from it.
She then gave me another email address or the managers personal assistant. I sent her an email detailing my issue and am currently awaiting a reply.
I will update this blog when I get my response.
Keywords: Pixmania, Customer Service, Lack of Customer Service, Complaints, Online Ordering, No Delivery, Pixmania Sucks, E-Commerce, ETailer, Selling Online
On the 5th October 2005, I placed an order with Pixmania for a 250GB USB External Harddrive. I also ordered a 4 port USB Hub. Both of the products were in stock. I paid for the order using my credit card and expected to receive my order within a couple of days, thanks to their 24 hour delivery services ...
On the 11th October I received an email from a person called James Felix. According to his auto signature, James is the Customer Care Manager at Pixmania.
In his email, James informed me that “As part of our policy of transparency and honesty, we are writing to warn you that, due to problems encountered by our logistics platform, there may be a slight delay in treating your order. This additional delay should not exceed 2 to 3 days and we apologise in advance for any inconvenience caused.”
I was disappointed when I received this email, because it meant that my 24 hour delivery would take more than a week.
On the 18th October, my delivery still had not arrived, so I decided to contact Pixmania again. I sent an email to Pixmania and within 24 hours I received another email from James Felix. This time James stated that "We have now found the source of the problem and every effort is being made to correct the problem in the next few hours to allow us to dispatch your order before Friday."
One week later, on the 25th October, I had still not received an update from Pixmania. I decided to contact them. This time, their customer support person told me that he would refund me the cost of postage and apologised for the problems that I have received. Later that day I received an email from James Felix confirming this. I would like to congratulate James, because according to his email autosignature he is now the Customer Service Director. Congratulations James, I am glad to see that your hard work has been recognised.
On the 28th October I was delighted to receive an email informing me that my product had been dispatched. The product listed was my 4 port usb hub. At the bottom of the email it stated that they had already shipped my hard drive. I had not received a notification of this shipment, so I gave them a call.
The customer support person informed me that my product hard drive was shipped on the 25th October. A couple of days later, I noticed on the Pixmania site that the product was now out of stock and it hasn't been shipped at all.
Each time I call pixmania I am left on hold before I get to speak to any customer support person. The amount of "hold time" varies from 20 minutes to over 60 minutes.
It is now the 8th November, 34 days after I placed my order with Pixmania and my product still has not been shipped! According to their website the product that I purchased is currently in stock. Why won't they just send me my hard drive? It really is unbelievable. I don't want to cancel my order, because I have received the USB hub already and will have to return this to them at my expence.
Today, I phoned them and tried to escalate the issue. I was on hold for 55 minutes before I got to speak to someone. She was polite, but could give me no information. I asked to speak to a supervisor, but unfortunately there are no supervisors available in their call centre. She gave me an email address ( one which I have been given before) and I informed her that I have tried sending emails to that address in the past and I have not received a response from it.
She then gave me another email address or the managers personal assistant. I sent her an email detailing my issue and am currently awaiting a reply.
I will update this blog when I get my response.
Keywords: Pixmania, Customer Service, Lack of Customer Service, Complaints, Online Ordering, No Delivery, Pixmania Sucks, E-Commerce, ETailer, Selling Online
posted by Michael at 3:30 PM
116 Comments:
I placed an order for a Canon EOS 20D on 2005-11-02 and was also hoping for at least 48 hour delivery. I then got the warning message about the "logistical" problem and that it may be delayed by up to 5 days.
At one point my order was in Being Prepared status but after contacting them it has reverted to Pending.
I fear I may be stuck in the same loop as you. 34 days is intolerable though, you should report it to your bank/credit-card company.
I had problems with them too, but it wasn't that bad at all..
I am definately NOT going to use their services anymore.
I have never dealt with a company where you could not escalate before.
Normally if the first level support person can't solve your problem, or if you have had a particularly bad experience with a company, you get to speak to a supervisor, who can attempt to sort out your problem.
Not so at Pixmania! The only way to escalate is to send an email to a person who doesn't answer the phone, and as yet has not responded to my numerous emails.
I think this would put a hugh amout of extra stress on the customer support people at pixmania. I wonder what their staff turnover rate is...
On the topic of support escalation; Contact their parent company, Fotovista.
I emailed their CEO and got back a reply pretty quick. So now the parent company knows about their misbehaving subsidiary and they are getting things done.
Thanks for the update Paul. I have sent an email to the CEO of Fotovista informing me of what has happened.
Hopefully he will sort it out for me.
I did not receive a response to my email, but I did receive a read receipt at about 11pm last night. Looks like the CEO works late!
I just logged onto the Pixmania site and see that my item has been dispatched. I have not got an email to confirm that it has been dispatched but I have a dhl tracking number.
Finally my wait could be over!
Shortly after the CEO replied my order was dispatched too. It should be arriving any hour now.
My order arrived and is what I asked for. I think there has been a mistake though as I also got an email today from Pixmania stating that they had reimbursed the full amount. Either they just did something amazing or their finance department does not know their operations department has shipped the order.
I wished that I had read your blog earlier. I've been waiting for my order for five weeks now and I send them an email every day. After they ignored me, they keep sending back the same answer. Never ever again...
PixMania con -
just one more thing. the 0870 number cosst 35 p/minute. i was on hold for over an hour. these bastards have made another 18 quid. i have never been so angry before in my life. camera paid for more than a week ago, nothing, no answer. cannot cancel the order. truly screwed.
Not sure if this is way out of date, but can anyone tell me the email address of either the CEO of Fotovista, or indeed of the rising star Mr James Felix?
Thanks!
Conor
(Frustrated Pixmania-Pro Customer)
This is my experience with the Pixmania.sk (Slovak version)
On the 7th September 2006, I placed an order with Pixmania for a Videocamera JVC Everio GZ-MG21.
On the 13rd September I received an email from a person called James Felix. My package will be deliver till 18.September. According to his auto signature, James is the Customer Care Manager at Pixmania.
On the 19th September, my delivery still had not arrived, so I decided to contact Pixmania again. I received another email from James Felix.
My package was lost. DPD delivery service returned it to Paris last week. Nobody does’nt know why…I hate for Pixmania.com and special for James Felix.
I am definately NOT going to use their services anymore
Peter.
When you phone them up and press the button to indicate that you've already purchased you are sent on a merry-go-round automated system where it's impossible to get speaking to a real person.
INSTEAD, if you press 1 for "sales" you are immediately connected to a sales person. As you know the sales person can't help you.
My wife used to work for an internet service provider who operated like this and had to quit her job. It's a terrible place to work as you know you're mistreating good customers every day.
PIXMANIA HQ in Paris including phone number.
Siège Social Fotovista Pixmania 43/47 avenue de la Grande Armée 75016 Paris France Tel: 0145013535 Fax: 01 56 61 45 54
Hi All
reason I searched out their address
I tried to purchase a LCD TV from these guys, I used a site similar to Pricerunner to find the product at the lowest price PIXMANIA came up with the lowest UK price. so clicked on the link and view the product on their site, all looked great! the problem was that they had deliberately included the NEW spec TV code in upper case in product search the title and in lower case the real old spec code to make this look like the same product. I spotted this later that evening. (the difference being full 1080x1960 hd ready instead of 768x1342) So we called an cancelled the order, when their phone lines opened the next day, no Problem they said, next we find they have then transferred the monies from out bank account, another call later, I ask and received an E-mail from them stating a full refund would be made in 4 working days. that was 9 days ago and counting still no refund. Also the normal 0870 number cost a fortune and take ages to answer. I will be writing to UK trading standards about this and would urge NO ONE to ever use them.
after much searching I have found their real address and tel no in france as part of the Fotovista group. which mean although their web site has a UK address I believe they are not even based in the UK.
Siège Social Fotovista Pixmania 43/47 avenue de la Grande Armée 75016 Paris France Tel: 0145013535 Fax: 01 56 61 45 54
This Pixmania crowd are a joke I wish I had seen this before I had any dealings with them. I ordered a nikon d80 plus sigma lens off them 4 weeks ago, with a 3-4 day delivery. A week later I received a Bodum wok. I was surprised to see they actually do sell woks...As of today I have been on to their support 5 times. They still have not picked up the wok or sent out the correct parcel. Yesterday I received an email from Mr Felix saying an investigation had been started with the courier. Thats 12 days after my initial complaint. Today i received an email saying the investigation had come to an end and that I had received my parcel, failing to realize my complaint was the incorrect contents and not whether i had received a parcel or not. Today I was again promised that the problem will be sorted out but first they will pick up the wok and"check it" before sending out the camera. I am beginning to doubt I will get my camera any time soon after reading the above. I cant find the address for that CEO at fotovista on the site - if anyone could post it I would appreciate it. For anyone thinking of buying at Pixmania I would strongly urge you to take your business elsewhere.
Last December I bought 2 identical Fuji cameras and accessories from Pixmania. I received DHL tracking numbers for both. Within one week, one camera and accessories arrived. I then began a 2 month tirade with Pixmania and their lack of customer service to track down the other missing camera...
The DHL tracking system showed that the camera was dispatched to Shannon within 3 days of ordering, but after that vanished. At one stage Pixmania reps tried to convince me that a neighbour of mine, a mister John Doe, had signed for the delivery of the missing camera ;-)
Anyway, with the help of my credit card company I was able to dispute the purchase and got a refund. Lesson learned though..
Shopping on the web is normally a joy, but with pixmania there is noting but problems. I bought a cellphone several months ago, but returned it since it did not contain my country's language (despite it being sold on that market!!) and I am still waiting for a refund. Have called and mailed several times... Im just getting really tired of the whole thing. Like many others, I will NEVER buy anything from them again.
bought £20 photo credit, months later ordered 50 plus photos but was charged again, but needed them as Christmas presents so carried on with order. then checked account on site to find no credit. Tried to contact them by email and well, you know the story. The photo's turned up on time "YIPPEE" instead of 50 i got 10 of the wrong ones . Refused to phone them so i wrote to the French address 2 months ago, still waiting. Tried to unsubscribe to there promo E-mails! undeliverable!!! still getting them. Try it yourself, just for fun!
Anyone got that fotovista CEO email address?
Very interesting reading these comments here.
I live in Spain and I ordered a camera from Pixmania’s Spanish web site on the 31st of April. It was in stock, with a 2 to 3 day delivery period. Two days later I checked their site and my order had been dispatched. Four days after placing the order I get an e-mail from James Felix, stating that they are having minor technical difficulties with their new fully automated delivery system. Rings a bell? This now seems to be the standard excuse for not meeting their own published delivery dates. Four hours later, on the very same day, I got another e-mail, this time saying the order had just been dispatched. What on earth was going on?
I received the camera but was disappointed with the image quality and I decided to send it back. Their customer service told me to print off a “goods return note” from their web site, but I couldn’t find it anywhere in the confusing maze they call a web site. So I phoned them. The cost of the phone call is 0.28 €/min (19 pence) plus VAT, or 0.75 €/min (51 pence) plus VAT phoning from a mobile. For various reasons I had to phone from a mobile. The first time I was given inaccurate information on where to find this “goods return note”, the subsequent times I was put on hold, listening to music, at 51 pence a minute plus VAT. I gave up on that avenue and just kept e-mailing them.
Finally they e-mailed me this note. By now I didn’t trust Pixmania so I returned the camera, in person, to their shop in Madrid.
They gave me an e-mail address (madrid@pixmania.com) to send my bank details to for the refund, which will take a month. Upon e-mailing the details to their address, I got a bounce back from their mail server, saying that mail delivery failed as the final destination (a certain k.guerbaa@pixmania.com) did not exist! Again another e-mail to customer service, and they reply that in fact they have received the account details!
It really make one wonder just how secure this bank account information is.
So now I have wait a month for the refund.
This has been a frustrating and annoying experience. I will not buy from them ever again, regardless of price.
Very interesting reading these comments here.
I live in Spain and I ordered a camera from Pixmania’s Spanish web site on the 31st of April. It was in stock, with a 2 to 3 day delivery period. Two days later I checked their site and my order had been dispatched. Four days after placing the order I get an e-mail from James Felix, stating that they are having minor technical difficulties with their new fully automated delivery system. Rings a bell? This now seems to be the standard excuse for not meeting their own published delivery dates. Four hours later, on the very same day, I got another e-mail, this time saying the order had just been dispatched. What on earth was going on?
I received the camera but was disappointed with the image quality and I decided to send it back. Their customer service told me to print off a “goods return note” from their web site, but I couldn’t find it anywhere in the confusing maze they call a web site. So I phoned them. The cost of the phone call is 0.28 €/min (19 pence) plus VAT, or 0.75 €/min (51 pence) plus VAT phoning from a mobile. For various reasons I had to phone from a mobile. The first time I was given inaccurate information on where to find this “goods return note”, the subsequent times I was put on hold, listening to music, at 51 pence a minute plus VAT. I gave up on that avenue and just kept e-mailing them.
Finally they e-mailed me this note. By now I didn’t trust Pixmania so I returned the camera, in person, to their shop in Madrid.
They gave me an e-mail address (madrid@pixmania.com) to send my bank details to for the refund, which will take a month. Upon e-mailing the details to their address, I got a bounce back from their mail server, saying that mail delivery failed as the final destination (a certain k.guerbaa@pixmania.com) did not exist! Again another e-mail to customer service, and they reply that in fact they have received the account details!
It really make one wonder just how secure this bank account information is.
So now I have wait a month for the refund.
This has been a frustrating and annoying experience. I will not buy from them ever again, regardless of price.
Very interesting reading these comments here.
I live in Spain and I ordered a camera from Pixmania’s Spanish web site on the 31st of April. It was in stock, with a 2 to 3 day delivery period. Two days later I checked their site and my order had been dispatched. Four days after placing the order I get an e-mail from James Felix, stating that they are having minor technical difficulties with their new fully automated delivery system. Rings a bell? This now seems to be the standard excuse for not meeting their own published delivery dates. Four hours later, on the very same day, I got another e-mail, this time saying the order had just been dispatched. What on earth was going on?
I received the camera but was disappointed with the image quality and I decided to send it back. Their customer service told me to print off a “goods return note” from their web site, but I couldn’t find it anywhere in the confusing maze they call a web site. So I phoned them. The cost of the phone call is 0.28 €/min (19 pence) plus VAT, or 0.75 €/min (51 pence) plus VAT phoning from a mobile. For various reasons I had to phone from a mobile. The first time I was given inaccurate information on where to find this “goods return note”, the subsequent times I was put on hold, listening to music, at 51 pence a minute plus VAT. I gave up on that avenue and just kept e-mailing them.
Finally they e-mailed me this note. By now I didn’t trust Pixmania so I returned the camera, in person, to their shop in Madrid.
They gave me an e-mail address (madrid@pixmania.com) to send my bank details to for the refund, which will take a month. Upon e-mailing the details to their address, I got a bounce back from their mail server, saying that mail delivery failed as the final destination (a certain k.guerbaa@pixmania.com) did not exist! Again another e-mail to customer service, and they reply that in fact they have received the account details!
It really make one wonder just how secure this bank account information is.
So now I have wait a month for the refund.
This has been a frustrating and annoying experience. I will not buy from them ever again, regardless of price.
Pixmania are one of the worst companies I have dealt with - having order and taken delivery of a Sanyo camcorder - the unit failed after 2 months.
I despatched it back to Pixmania and 2 months later got a response that the manufacturer said it would cost nearly 50 Euros to repair and they refused to repair under warranty. No reason no explanation. The camera was used carefully and not dropped.
Pixmania call centre was useless and my only recourse was to write a letter head office in Paris (emails not possible) - otherwise I could not get my broken camera returned or repaired unless I coughed up.
At best this is sharp practice at worst this is criminal. Call centre refuses to escalate - and seem to feel their company policies trump laws like the Sale of Goods Act - I would recommend never using them again to anyone who will listen.
Hi
My name is Rafael
I want you to listen this story. I ordered my camera 18th of May 2007. I paid by credit card, later on I had to send you a copy of my passport and confirmation from my work place ?? . I did it and on friday 25th May it should be delivered, but of course it wasn't. Later on you push the date further to 1st of June and now the date is the 7th of June. I paid extra 20 € for express delivery which mean 24 - 48 hours as it is written on your website. Now I am waiting 18 days !! for my express delivery. I was calling you several times and only what they can tell me in call centre is that they are very sorry and it is not their fault (well whose fault ? ). On the internet site ( pixmania.ie ) camrea I ordered is still in stock although I was told that you don't have it. Somebody on the phone told me that they will change it but they didnt !!!! It is totally unfair to take money for fast delivery if you cant do it. Maybe this the company politics to have a client who will buy something in your company only one time and later on never again, I dont know it is up to you, but you treat me like an idiot, because you didnt even send me an email that there will be some delays !! It is really ridiculous.
Regards
Rafael
I have had similar problems with Pixmania. It has taken over 18 months to resolve a problem with a Camera that has not worked from day one.
Fortunately, I came accross the following website:
http://www.thewwwsite.com/pixmania.htm
There, I found the contact details for the CEO of Fotovista (Pixmania's parent) Having emailed M. Rosenblum, he passed my complaint over to his head of Customer Service - who immediately phoned me, and has guaranteed a full credit-card refund within 4 days.
Barry
I placed an order on April, a Canon 400D. The camera was not good so I had to sent it back. Then I got another one, which it was not good either. So I ended up sending it back too. So far no problem. They told they were going to give me the money back. Today, July 2nd I still don't have my money. I've try to call them up and and the all the representatives are always busy! They told me through email that they were about to send me back the money. In fact, they told me so a month ago too. Besides this, Pixmania Spain it is a monolingual one, being totally unnrespectful towards Catalan speakers.
Pixmania are without doubt the worst company I have ever had the misfortune to deal with. Bought a KISS DP600 media player for Christmas 2006. Unit was faulty. Cos it was outside of the 15 day money back period I had to pay £30.00 to send it back to the maufacturer! 6 months later after constant phone calls and emails I discover it's disappeared and I have been offered a voucher that is actually £10.00 less than what I had to shell out in the first place. So, I am reluctantly forced into still doing business with them as it's a voucher. I order a different manufacturer replacement media player that's £ 70.00 more that the original unit, and guess what, all the destructions are in bleeding french!! So, in actual fact, the buying experience alone of dealing with Pixmania in my particular case has cost me the best part of £ 150.00. Price promise!! What a load of bull. Stay well clear.
I have had numerous failed products, and customer service is diabolical.Unfortunately in Ireland it is hard to find an alternative wholsaler, but i am adamant it is the last business i will do with this so-called "pro" shop.
Yes! These people are a bunch of arses. I ordered a digital camera for my wifes Xmas present.
It didn't work, I sent this back recorded delivery (£4.95, I had to wait 3 WEEKS for them even to acknowledge they received the item (even though I posted it guaranteed next day), a fact I only learnt after sending 5+ emails and 1 phone call.
After 2 months the camera was returned to me "fixed"... of cause it wasn't fixed.
The camera only cost £50! for Christ sake, why didn't they just replace it!?!?!
I will definitely NOT be using these bunch of sherkers again.
USELESS
Get this I have waited since 28th Feb to get a refund on a faulty phone and they refused to give me an address I write in an complain - they keep referring me to thier website ! - by the way as of the 28th July I'm still waiting !
DONT BY YOURE STUFF HERE..
I have so far persuaded 4 people NOT to but from Pixmania (3 ipods and a LCD TV) Apart from price they are dreadful - it has all been said before. I would offer the following advise for UK customers
1. DONT
2. But if you do then use credit card and then complain to the card issuer if there is a problem and pixmania blank you
3. Zen engagement... my arse
4. Persuade others NOT to use
I've ordered stuff from Pixmania for over 700 EUR. They took the moeny from my account and after that they've canceled the order because of some security check. Never got answers what the security check was, but what is more worrying - it's been 4 weeks and I still don't have my money back !!
I'm never going to order from Pixmania again.
Ordered a camera which was in stock 1am Monday morning, paid for express delivery £9.45 exc VAT as I need it urgently. According to their delivery timescales expected Wednesday the latest. As of Tuesday lunchtime it hadn't been dispatched so I chased it up. If you want to place and order (option 1) you get straight through. If you want to check up on an existing order (option 2) you can expect to wait at least 5 minutes. And don't try and ask the people on option 1 for help as they use a different system (really, in this day and age?) and all of them seem to be training and therefore unable to check an order status. The training for taking your credit card details seems to be quite straight forward.
After realising that this was not going to go my way, I requested a refund. Apparently, they can't do this as my package had already been prepared. My only option was to refuse delivery. But wait, why can't it be cancelled if it's in the warehouse? They just can't OK! Deal with it!
What they can do is send a request to the team that manages the conveyor belt (?) to see if they can stop it going out. They will then keep you informed. Brilliant. 30 minutes later, I called again and managed to get a refund. Should have my cash back in 5 days but I will be pleasantly surprised if that is the case.
Out of the 5 people I spoke to at Pixmania's Liverpool call centre, only one was remotely helpful. Honestly, these guys deserve your contempt.
If they have it stock, you're in no rush to get it and it works for the year (and you don't mind grey imports/foreign instructions) then Pixmania is for you. Unfortunately , you'll regret using them in all other cases.
Avoid
At the start of September I bought a car stereo that when delivered was faulty. I have been trying to return it for a refund. It is now the end of October and I have recieved no e-mails even though they claim they sent them and had no proof of a collection being attempted even though they claim this. I am waiting for it to be collected from my work address still and have made many, many calls.
I really want my money returned and will never use them again (I have ordered a number of things in the past). I am going to recommend to friends not to use them. Why do companies treat people like this?
Pixmania are TERRIBLE
I will never use them again.
I ordered an external HDD, it didn't work straight out of the box...
90 days later; problem still NOT resolved and no credit note or refund!
Shocking service
Pixmania have not got any better.
Their tracking system is currently broken, not even their own employees can access it.
Consequently you'll receive no confirmation of delivery or tracking info.
They'll blame you for this however, stating your junk mail filter is the cause. Funny how all their advertising junk arrives just fine and dandy to the very same email address I gave them!!
They never let you speak to supervisors and no one ever calls you back.
My fridge freezer turned up when I was not there to meet it. I've had to reschedule delivery with the courier, because Pixmania still can't trace whether or not I received it in the first place.
They'll come up with the cheapest deal on price comparison sites, but do yourself a favour and avoid like the plague. You'll end up paying in wasted time and grief further on down the line if you order from them.
i bought a tv lcd on pixmaniaes ebay; after 4 days I received a tv which had broken glasses.
i wrote them immediately.
they told me to wait ther investigation on the shipment. i didn't know anything about this investigation since their coustomer care always answers that they retire immediately products damaged. after a month they refuse to retire tv, refuse to refund me and they say that they are not involved. they don't explain what bartolini courier told them.
i'm going to meet a lawyer.
i paid them 600 euro.
frh71@yahoo.com
Some of you may be interested in this - a story from The Telegaph about major fraud in Fotovista's Paris warehouse.
http://www.telegraph.co.uk/money/main.jhtml?xml=/money/2007/03/29/bcndsg29.xml
Pixmania is horrible and their customer services is just a group of uncompitent people! I've bought a fotocamera on their website. Camera was not as good as was described and I sent it for refund 1 month and half has passed and I still waiting for it. Everytime I call there no any info. They tend to say that they do not communicate with accounding division. So I'm still trying to get my money back! I wish I found this web site earlier I would never use them!
I have just ordered a video camera from Pixmania which was stolen in transit. I have now been informed that the 'investigation' is closed (having never been opened) and that no further action will be taken! I am now trying to pursue either James Felix or someone higher up who can deal with the problem. Nightmare. NEVER order anything from this company
I have never been more angered by a company before. PixMania has spent three weeks to deliver me nothing. You cannot contact them, their customer services number keeps you on hold for 20mins before telling you that no one is available. NEVER purchase anything from this awful cheating company.
I'm another angry customer who will NEVER use Pixmania again. Long delivery delays with a motherboard which then broke a few months later. I sent it back. They receievd it but I didn't get refund till six months later after I had complained by email time and time again.
Finally they put my refund in their dreadful Pix-and-I system (ie I have to spend it in their godawful shop) when I want my money back. Appalling.
did you know Pix is a synonym of Axe!!!
Never try to hold one with one finger
They delivered HiFi without remote. Most functions required remote so I was fairly pissed off. Also I reckon this was a customer return as sellotape on box looked a bit dodgy. Anyway contacted them on email and to their credit they responded quicky. They credited me £7 without waiting for my approval. What can I do with £7? Replacement remotes for the HiFi cost £20. After 5 or so emails, they would not budge and then suspended my account so I could not send any more emails. Its not the money, but the horrible feeling of being cheated. Avoid!
Another experience from far Czech Republic.
I ordered a camcoder paying in advance. After I had got the propper e-mail announcements from Pixmania, I realized, that Pixmania would have big problems to deliver it in time before I would leave my country. So I called them and they really confirmed they were not able to deliver. I cancelled the order and went abroad. Some four days later the messenger contacted me he had the goods. From abroad I could not take it ;-) so I refused it. It was mid-January.
After my comeback I had to urge the start of payback operation. Nobody contacted me, but absolutely nothing happened, as they wanted my account number - but I had to ask them what is the problem. I sent them my account number and waited. It was mid-February...
Once more I contacted them at the end of February and on March 4 they "suddenly" wrote me they sent the money to be delivered in eight days ("the term can be a little longer so we thank for your patience"). Well I was patient, but...
March 21 I urged them once more and they replied they sent the message to their bosses and appologized. March 26 I got their promo mail that read: "You'll find your happiness on our webpage". F..king happiness! :-O
I called them once more and on March 28 I received a question which of two(?!!) paybacks they had to pay I had not received. Quite angrily I replied that I had received none of them. March 31 they "sent the payback to be urgently solved". Who knows - what does "urgently" mean to Pixmania.
Wait for some updates later...
I won't purchase anything ever again from pixmania - I regard their service as appalling, I was mug enough to pay for express delivery (48 hours guaranteed) - I received my order six days later; they stated the 48 hours was timed from the time they dispatched the order. Unbelievable!
http://englishmum.com/2008/07/28/pixmania-could-they-get-any-more-crap/
Thank you so much for this revelatory blog. I was about to place a €400 order with Pixmania but after reading the comments here I'm definitely going to buy it from Dabs.ie instead. (Obviously, no company is going to be perfect, but our experience with Dabs has been pretty good so far.) Thanks Michael et al.
00 331 45 01 36 55 is the directors office number - ask to speak to James Felix or Suzanne Dolson - she is his second in command - they will process your refund then and there - dont deal with the call center in Romania - it's a nightmare.
I placed an order for a mag gps on 01/05/2008. I cancelled this order on the same date. The order was shipped to me and refused at door as advised by pixmania website. I was charged for same and when i requested a refund i was told to wait while investigation was carried out. The order was lost and I was told that it was my fault. when i sent them an email expressing my dismay they have black-listed me and refuse me an opportunity to contact them via e-mail. i have lost my money and they have refused me leave to contact them saying the matter is closed.
PIXMANIA!!! Never more
The thing I did already try to get my money back :
-call their number
-ask immediately for their supervisor explaining that your order keeps delaying
-ask to cancel the order
-menace them of shutting their website down with lawyers,and stuff if they don't want to refund you.
expected time : 25 minutes
Same thing over here :
I tracked it down. It comes down to the fact that the company is located in France
I found these adresses on the web :
43-47 Avenue de la grand , Armee 75016 Paris
187 rue du Chevaleret, F-75013 Paris
Here is how their fraud schema works :
All together this French company has a poor ordering department,and thus a poor ordering website.
Many items on their website just can't be delivered anymore ,because the company from which they buy their goods don't produce those goods anymore or won't deliver anymore to them.
Instead of keeping track of that ,they just leave everything on their website and let people order.
This way even tough goods aren't deliverable money is coming in.
Their tactic is to postpone the unsatisfied customes as long as possible of claiming their money back.
This way they can build up a huge amount of money without delivering ANYTHING.
This money on it's turn can then be used to build a stock of goods.
The guy that has made this scheme up did his homework well.
Also The same name always keep popping up : James Felix
I think this is a pure imaginary name,and that this person doesn't exist.
Claims for pixmania pop up all over europe : UK,Germany,Holland,Belgium,Greece,...
The amount of money these people make is huge.
Other sites :
http://www.consumentenbond.nl/forum/showthread.php?t=295
http://www.complaintsboard.com/complaints/pixmania-c72915/page/0.html
http://forum.pricerunner.co.uk/thread.jspa?messageID=201744
http://www.ephotozine.com/topic/t-557/p-5
http://forum.geizhals.at/t153265,-1.html
The is the first time I got trapped by an internet site.
I will not let this go silent.
The next people will be warned for these guys :
Belgische kamer van koophandel (official Belgian Instance)
Consumerorganisation Testaankoop
Dutch Fraude tv show : www.opgelicht.nl
Union Fédérale des Consommateurs (UFC) => French consumer organisation
To BE CONTINUED
The thing I did already try to get my money back :
-call their number
-ask immediately for their supervisor explaining that your order keeps delaying
-ask to cancel the order
-menace them of shutting their website down with lawyers,and stuff if they don't want to refund you.
expected time : 25 minutes
Same thing over here :
I tracked it down. It comes down to the fact that the company is located in France
I found these adresses on the web :
43-47 Avenue de la grand , Armee 75016 Paris
187 rue du Chevaleret, F-75013 Paris
Here is how their fraud schema works :
All together this French company has a poor ordering department,and thus a poor ordering website.
Many items on their website just can't be delivered anymore ,because the company from which they buy their goods don't produce those goods anymore or won't deliver anymore to them.
Instead of keeping track of that ,they just leave everything on their website and let people order.
This way even tough goods aren't deliverable money is coming in.
Their tactic is to postpone the unsatisfied customes as long as possible of claiming their money back.
This way they can build up a huge amount of money without delivering ANYTHING.
This money on it's turn can then be used to build a stock of goods.
The guy that has made this scheme up did his homework well.
Also The same name always keep popping up : James Felix
I think this is a pure imaginary name,and that this person doesn't exist.
Claims for pixmania pop up all over europe : UK,Germany,Holland,Belgium,Greece,...
The amount of money these people make is huge.
Other sites :
http://www.consumentenbond.nl/forum/showthread.php?t=295
http://www.complaintsboard.com/complaints/pixmania-c72915/page/0.html
http://forum.pricerunner.co.uk/thread.jspa?messageID=201744
http://www.ephotozine.com/topic/t-557/p-5
http://forum.geizhals.at/t153265,-1.html
The is the first time I got trapped by an internet site.
I will not let this go silent.
The next people will be warned for these guys :
Belgische kamer van koophandel (official Belgian Instance)
Consumerorganisation Testaankoop
Dutch Fraude tv show : www.opgelicht.nl
Union Fédérale des Consommateurs (UFC) => French consumer organisation
To BE CONTINUED
I hate this company so much that I have started a separate blog just to voice my anger at them.
http://ihatepixmania.blogspot.com/
Doesn't look like matters have changed much in the last three years does it.
my order number with pixmania 071522234 more then 4 months don't know where is my item, pixmania always reply we are workign on our order. what a f.......
huh
don't do any shopping from pixmania if you want tension free transactin. 09/12/08
My experience has been the same as everbody else's - terrible. Thank God I found this site.
As said by a previous blogger the only way of getting your problems resolved is to contact James Felix (yes, he does exist) directly on 00 331 45 01 36 55.
James passed me on to Alice Walker who 'magically' managed to get me a delivery date. Unfortunately the date was inconvenient so still juggling with it. Will update blog on outcome.
For those that are having problems getting their money back you should contact your credit card company. You can either get them to cancel the payment if still pending or thay can recharge the amount back to Pixmania. It is up to Pixmania to prove to the credit card company that you should be charged.
Unfortunately I have something to add too.
The website they have is a big lie.
Tellign you, if you pay extra, you'll have a 24-48 delievery.
The 48 hours are well passed and mailing them the gave the simplest solution for them :
refuse the package when it comes (if it comes) and ask for a refund.
If the refunding of 884 Euro is as reliable as their delivery...
Bunch of....
FOUND THE EMAIL of James Felix !!!
"Verification" is the auto-responder I just received:
from James FELIX
J.Felix@fotovista.com
to *****
subject Réponse automatique d'absence du bureau : subject
Bonjour,
Je serai absent jusqu'au 9 Janvier. Je ne manquerai pas de vous répondre dès mon retour.
Toutefois pour les messages importants pour le service clients Pixmania France , veuillez rediriger votre mail à Mlle Maud Guei, à l'adresse m.guei@pixmania.com
and so on...
Pixmania has absolutely no regard for their customers. Their support is non existent. Four emails complaining about non delivery went unanswered. I just spent one hour on hold to their phone support and have given up. I cancelled my order via their web site and they have not accepted the cancellation nor refuned my credit card. Absolutely do not buy from these scammers!!!
Ordered an ATi 4870 via Pixmania's Amazon market place, the product shown was a different one (strange cooler instead of the standard exhaust cooler) so I sent it back because it was exhausting the heat into my PC's case and warming everything up quite quickly.
So I phoned their 0870 number - which is incredibly hard to find - and I was on hold for a good 15 minutes before I was told I'd have to email them via Amazon as they didn't seem to support the marketplace over the phone. Got it sent back and I wonder how long they'll hold it before they say they've got it. UPS will tell all though.
i ordered a SAMSUNG T260 26" wide TFT Screen from pixmania they advertised it to have load speakers when i pluged my ps3 into it, no sound, checked the manufactures website which i know now i should have done first time around and it has no speakers. the only thing i can say if your considering buying from these people is dont go of what they tell you as they do mislead.
this item can be found here, http://www.pixmania.co.uk/uk/uk/1153378/art/samsung/syncmaster-t260-26-wide-t.html
still say load speakers but no longer availible.
also funny enough my monitor came late too due to technical fault. odd that
i ordered a SAMSUNG T260 26" wide TFT Screen from pixmania they advertised it to have load speakers when i pluged my ps3 into it, no sound, checked the manufactures website which i know now i should have done first time around and it has no speakers. the only thing i can say if your considering buying from these people is dont go of what they tell you as they do mislead.
this item can be found here, http://www.pixmania.co.uk/uk/uk/1153378/art/samsung/syncmaster-t260-26-wide-t.html
still say load speakers but no longer availible.
also funny enough my monitor came late too due to technical fault. odd that
The bottom line is that this comnpany have the worst level of customer service known to mankind.
If you order something and you dont need to return it or replace it then you will not have any issues.
If you need to get a refund or a replacement be prepared for a long hard battle.
Its worth having the following information.
Area Manager for UK & Ireland:
Alice Walker - 0033145013535 - a.walker@pixmania.com
Alice Walkers Assistant - Suzanne Delsol - s.delsol@pixmania.com
Steve & Jean Emile Rosenblume - s.rosenblum@fotovista.com, je.rosenblum@fotovista.com - founders & CEOS of Pixmania.
I had several severe issues that take too much time to outline, but there is a phone number in Paris, France +33145013535 and the Lady responsible for the UK and Rep. of Ireland market is Alice. I received help from her pretty swiftly. In my opinion it’s a disgrace how Pixmania conducts their business in the UK and Ireland and I am still puzzled how they are still allowed to do so legally?! I hope this helped.
To the person who posted Alice Walkers phone number, thank you sincerely. Had an issue with items missing from a delivery, in which DHL denied all responsibility. I found the number here, and rang her. She sorted immediately, and left me with a better view of pixmania than before I made the call. Thanks again.
PIXmania.com sell second hand items as new!
Hi all,
Recently bought the Pentax K20D (body only), Including Charger, Lithium battery (description exactly the same as on their website).
I have received the incomplete order on 23-03-2009, as there were missing from Pentax K20D (body only) the following items:
- Operating Manual in English, as I live in UK not France, as it was in French!
- Quick Guide
- PENTAX PHOTO Browser 3/PENTAX PHOTO Laboratory 3 Operating Manual
- PENTAX REMOTE Assistant 3 Operating Manual
- Rechargeable lithium-ion battery
- Battery charger
Sent the item back and they still processing exchange.
Through online forms I am getting only crap answers like "please wait for some days as the warehouse didn't get the my item yet", but if the people want to do the business properly the UPS URL proves that the item has been delivered to their warehouse.
I tried to file the PayPal claim but PayPal doesn't support the complaints about the attributes or quality of goods received even, if it's even empty box.
STAY AWAY FROM Pixmania.co.uk
00 331 45 01 36 55 RING this number goes through to HEAD OFFICE IN FRANCE OR DIRECT DIAL TO SUZANNE DELSOL
0033 145 013 237 GOOD LUCK...
I did not like Pixmania here in Brussels. They have a shop in which I entered, not kowing what was Pixmania.I found à Garmin GPS for 139 €. They charged my card 146 € telling there is a 7 € non refundable charge. This is not fair. I will not go or use Pixmania anymore.
After a stack of problems getting a faulty TV picked up (incidentally the second faulty one to be delivered) I e-mails Mr Rosebblum, Ms Walker, Mr Felix and got nowhere. I then used the telephone number for Ms Delsol and spoke directly to Ms Walker. Within 2 mins my refund was processed. When sending e-mail to the various characters above use the @fotovista.com address as the @pixmania.com addresses don't always work.
PS. Ms Walker was extremely helpful on the phone and couldn't have been more pleasant
I have ordered an LCD TV from Pixmania and minutes later I stumbled across these posts and other bad reviews about that company on the internet.
Feeling a bit apprehensive, I decided to cancel the order a couple of hours after I ordered it. I received a mail stating that I will received further notification about cancellation in 24 hours. Since it was a Saturday, I guessed I would received an answer only on Monday.
On Monday morning at 10am I checked my order on the website and it wasn't yet validated. I figured that since the team will see my order and find my immediate cancellation, they would cancel my order properly. To my utter dismay (and was dreading it a bit), at 11am they validated the order and went through with "preparing" the order.
They sent me a mail saying that they can't cancel it, that I will have to refuse delivery and wait for it to get back to warehouse for a refund.
I wasn't going to let them walk on my feet like this. I quickly emailed Alice Walker and put Suzanne Delsol in copy, stating that this was unacceptable and that I would like to cancel the order and receive an immediate refund. Alice Walker was very helpful and 30 minutes later my order was fully cancelled and my paypal account was refunded in FULL.
Then I headed to Amazon, inquired a bit more and bought the exact same LCD monitor for the same price. I recommend anyone who encounters problems like these to immediately contact Alice Walker (a.walker@pixmania.com) and Suzanne Delsol (s.delsol@pixmania.com).
I am experiencing problems with the Customer Care Service at pixmania. I sent them the following e-mail:
Dear Sir,
this email is a compliant for the both the ordering procedure implemented
at pixmania.com and its customer service.
During the last two weeks, I have tried to buy an item using my Paypal
service, but - at least until now - without success, because of an odd
procedure and the many difficulties encountered in interacting with the customer service.
As respect to the ordering procedure my considerations are the following:
Why to ask for a customer feedback (via phone) in order to confirm the buying
order, when the customer PayPal account is checked and charged since the first
step of the procedure?
This approach burdens customers who are unable to send a confirmation feedback
(see below) for having their account improperly charged.
After that, those customers have to wait for a refound from pixmania (a very
overheaded and controversial procedure...)
Why the information about the above required feedback is not given to customers during their on-line interaction with the buying procedure ?
It appears that the Pixmania web interface not so user-friendly, and many useful information is omitted, or is difficult to find. It is also difficult for a customer to find appropriate feedback contacts.
As for the Customer service, which is managed via email through the account
c.sferrazza@pixmania.it and under the supervision of mr. James Felix, well....
it is totally irresponsive!!
The phone number indicated (0033145013855) is actually ALWAYS busy, and it is very difficult to get a feedback via email by Mrs. Camilla Sferrazza or any other of the staff (if any...)
After more than 45 days waiting for a devolution i take a look around in the internet to find more cases and i find this nice blog , i decided to post because i live in porto , portugal and the name of the responsable for the client relation is exactly the same , i will put next a text copy fro a email taht was send to me :
Exmo(a) Sr(a) Paulo Rocha,
Informamos que o reembolso no valor de 33.9 € relativo à encomenda CCL100469955 foi efectuado hoje.
Uma transferência bancária neste valor será creditada no prazo mínimo de 8 dias (úteis) e máximo de 30 dias.
Agradecemos desde já a sua compreensão.
Com os melhores cumprimentos,
James Felix
Responsável Relação Cliente
The text in email is in portugueswe and say that in between 8 and 30 days the devolution money will be creditaded in the correspondent nib account but the name of the responsable guy is the same that many other cases showed in this blog that indiciate a certain comportment with the consumers with artificial conducts in some procedures .
In first place i would like to say that is not my intention that more exposed cases don´t still coming in , but i think that a general view about the comportment of this company will come in handy
to analyse what really you can expect when you are using
the Pixmania.com services , after a decent research i
think i have the full picture about this company work ,
so let´s start with the bad procedures that can happen
when you are using the company services :
- Many deliveries made with problems and out of the
expected time to delivery
- Many incorrect procedures with the encomends and sometimes the product not delivered or with
deficiences and the product money already extracted from the bank account or credit card
- In case of problems with the bought products no assistance , help or refound to the consumer
- No general refounds
- Suspicious clients responsables , names or company addresses , so in case of problems
with the clients they act like a ghost company
- The company´s phone calls are only to extorse the money from the calls , they don´t really
care about the client problem
- Total lack of respect for the consumer rights
( they never care about complains )
I suggest to everyone reading this post for never use this company services , in case of do it
it is better that everything be ok with the bought product because you probably never get back your
money or the product in good conditions .
Here is the way to get pixmania to react after sending my iomega 1tb hhd back as it died after only 3mts with 750 gb of data on it the last thing i wanted was to wait 2mts and be fobed off from their call centre and emails on thier site drew the same responce appathy .All i did was to follow the facebook link for happy freinds and bingo post a scathing attack on the service i had recived within an hour the mod for the site emailed me and told me facebook was not to be used for complaints but if i emailed her back trough the facebook link with my ref number she would sort it and now thanks to Kate a full refund inc p&p is on its way i think Kate should go and work in customer services she is needed there regards Sam
Here is the way to get pixmania to react after sending my iomega 1tb hhd back as it died after only 3mts with 750 gb of data on it the last thing i wanted was to wait 2mts and be fobed off from their call centre and emails on thier site drew the same responce appathy .All i did was to follow the facebook link for happy freinds and bingo post a scathing attack on the service i had recived within an hour the mod for the site emailed me and told me facebook was not to be used for complaints but if i emailed her back trough the facebook link with my ref number she would sort it and now thanks to Kate a full refund inc p&p is on its way i think Kate should go and work in customer services she is needed there regards Sam
Wow. I received a my hardrive with the cables missing. I'm returning it and have also received an e-mail from James Felix. Is he the only guy in customer service.
Hello all, I had no problem with delivery BUT when the item, A £385 Canon camera arrived it was minus an English language manual. Unfortunately I don;t speak French, Dutch, Italian, or German to the level required to understand an instruction manual. If you live in England and want an English language manual I suggest you buy from a company based in the UK. Viva la France, possible, via Pixmania, definitely not.
Mike Jones
I just started a Facebook-group called "Stop Pixmania's Internet Fraud". Join it and spread it if you want others to learn from this!
Pixmania Huh!
Mine experience happened in October 2009 when I bought a flash gun, the battery decided not to work. I requested that a new battery was sent out instead of sending the whole product back. No! the whole item was to be removed, it is now December 09 where they calim not to have it in stock. On checking their other sites including the one I ordered from they have it in stock. After reading teh articles on here about scamming well I think that is what is going on. I am now going to look at legal advice on this matter and even get the BBC Watchdog involved in the matter so that otehrs are aware of these people. Their customer care is the pits. I will never use pixmania again.
Pixmania es la mierda mas grande del mundo, si tienes problemas con el servicio logistico se desentienden totalmente y no, no esperes que te devuelvan el dinero o te reenvien el producto, pq estarás 2 meses esperando y con un por de suerte lo consigues.
I bought a camera before Christmas from them. Wrong power supply came with it. No email address to contact them just a contact form on their website. This is useless, I got an automated reply saying I would be contacted in 24 hours, that was 2 weeks ago. I have tried to contact them again every way I could find but no reply. MAY THEY ARE CHEAP BUT THEIR SERVICE IS EVEN CHEAPER., THEY ARE JUST CRAP
I should have never bout from Pixmania. The items were in stock when I ordered, then 3 days later they went out of stock. Returned the next day but as of 6 days later, no shipment. Today it changed to Waiting to be delivered , whatever that means since they haven't actually left Pixmania.
Pixmania are competitvely priced and I have no doubt that when things run smoothly they are good value for mony however as below when a problem arises they are hardly professional. We purchased a new tV 30-12-09 told it was out of stock, but when we checked on website shownas in stock when pointed out to them they then told us of a delivery date 3 days later Item delivered faulty screen, despite immediate return contact email content below.
WHICH DOES NOT COMPLY WITH CONUMER LAW, it is the supplier (retailers lawful responsibility to deal with faulty goods not the manufacturer within this timescale)
Thank you for your recent e-mail.
We apologise for the problem you have had with your order.
It is important to clarify whether the product is DAMAGED or FAULTY:
FAULTY: Problems due to manufacture. The manufacturer is accountable.
DAMAGED: Post-manufacture problems such as scratches or dents: The manufacturer is not accountable.
FAULTY
Repair feasibility must be investigated prior to the option for exchange/ collection for refund.
You will only have the option of an exchange or collection for refund if the fault has been reported within 28 days of delivery and the manufacturer provide an uplift number which deems this product as faulty.
We can only arrange an exchange if provided with ALL of the following:-
UPLIFT NUMBER (evidence the product has been deemed FAULTY)
SERIAL NUMBER of your product
FULL DESCRIPTION of the FAULT
We recommend that you contact the TECH GUYS immediately concerning the feasibility of repair. This problem must been reported to them within the 28 day period.
TECH GUYS: 0870 607 0973 (Mon-Fri 8am-8pm, Sat 9am-6pm, Sun 9am-5:30pm)
The manufacturer require that you place this call rather than Pixmania, since they are required to record all the details of the problem from the customer’s perspective, permit a telephone diagnostic and to negotiate call out schedule.
Bob Elliott
I bought a TV in PixMania Belgium but they sent me a power cable for UK. Their customer service promised a quick response but, after 1 week, I still don't have the right cable (they will send an adapter, instead a cable).
After some days without being able to use the TV I had to buy an adapter.
I will complain by letter to Fotovista (the company that owns PixMania) and I'm not planning to use their services again.
It is now February 15, 2010 and nothing has changed. Items on stock are shipped 5 days after receiving the payment, and delivery takes another 3-4 days.
The whole organization sucks, stay away from it.
Its March 2010. As a Christmas gift, my wife purchased me a camcorder that I chose from the Pixmania website. My wife is pregnant with our first child due any time now so I wanted to record clips of the pregnancy, and footage of our new arrival. I was pleased to receive the gift on Christmas day and took it with me on a 4 day ski-break to France in the first week of Jan. Unfortunately, the camcorder was faulty and only recorded 3 or 4 mins of footage before the battery kept failing despite a full charge every evening. I accept that faults can happen, we contacted Pixmania on my return and had to go through the customer services part of their site which is extremely frustrating. I was told that I'd have to contact the manufacturer (Toshiba). I again contacted them to say that I was not prepared to do this. I wanted the camera replaced or refunded, or to be given a credit against another model. After a lot of messing about, Pixmania arranged to collect the camcorder. 4 weeks later and after varying attempts to contact them, and contradictory and changing statuses on their website, I still didn't have the camcorder, and then got correspondence from them to say they still had a couple of weeks left to get this resolved (under their own business practices). In the absence of any other option I waited and finally got angry when another deadline came and went so I asked for a refund and threatened to contact card company. No response but a few days later, a camcorder arrived with no info about whether it was repaired, replaced or refurbished. It also had a European power supply so I was unable to test it. We emailed Pixmania again several times and were rewarded with automated responses completely missing my point. I still have the camcorder with no charger (March 23, 2010), no idea of who’s camera they have sent me (it arrived opened and with finger marks all over it). It also had manufacturers sticker on it which were not on the original which led me to believe that my original was not a new product. Have tried to cut my losses by just asking again for a charger and after several days had the response 'please check the contents of your box again', have tried telling them I have done this but still no response from Pixmania. I've missed the pregnancy, will miss early footage of new baby. Still cannot charge the camera. Don't know if it was repaired, replaced or someone else’s refurbished unit. Also tried to put my Customer Rating for the Product on their website with a rating of 1 out of 10, but a month on, its still not included in the reviews. Only seems like there are reviews with products rated at 8, 9, or 10 by customers. This is further deceit to its customers. Do not use this company. They are the most awful business I have ever tried to deal with. Customer Service, inexistent. Scary that they are even still allowed to trade. Do not be taken in by their competitive prices and mega deals. They lie, cheat, steel and deceive.
Pixmania seems to be a ghost-company.
- Orders/factura have no adress, telephone number, registration number, tax/vat/se number or any other contact information written.
- The website has no information of adress, support number or mail.
A simple fill in contact-form is provided. The response is autogenerated, and there is no real reply to your issues.
- As a costumer, you have no information of where shipments are made from (country/city).
- The company structure is for sale, not for fast shipment, further contact, support, refund, complains of damage and similar.
If you are shopping online, please take 5 minutes to read some of the the massive amount of complains and negative reviews - they are all over the web.
Simple "don't use Pixmania" You WILL regret it.Tracked an item returned to them via there returns label which was refused at there returns centre in Paris (yes that is where your returns will go to despite being delivered from the UK)3 phone calls later each time being told there systems where down (how convenient)got a standard reply we will look in to it. 5 weeks later finally got a refund Minus the original delivery cost's (£7.00). I cant be doing with the hassle of trying to get the Del costs back. VERY VERY BAD company to deal with.Do yourself a favour and use Amazon the item might cost a couple of £s more but excellent customer service.
Thanks to the email address of the fotovista (parent company of pixmania) ceo that I found in this blog, our pixmania problems were addressed within 2 hours. After sending an email explaining our problem, we promptly received phone calls from both pixmania and the vendor, and have been promised a full refund. This comes after over a month of being shined-on (basically ignored) by both pixmania and the company selling the defective product that we purchased from the pixmania website. While the refund hasn't actually been received yet, I finally have the feeling that someone is helping us to resolve the problem. Thanks!!
Thanks to the email address of the fotovista (parent company of pixmania) ceo that I found in this blog, our pixmania problems were addressed within 2 hours. After sending an email explaining our problem, we promptly received phone calls from both pixmania and the vendor, and have been promised a full refund. This comes after over a month of being shined-on (basically ignored) by both pixmania and the company selling the defective product that we purchased from the pixmania website. While the refund hasn't actually been received yet, I finally have the feeling that someone is helping us to resolve the problem. Thanks!!
27th July 2010 - I totally agree with all the negative comments in this blog - Pixmania do not what customer service is. I ordered a microwave which showed as in stock on their site. Aftre chasing and a very frustrating call last 30 mins during which I was cut off three times I discovered the item was out of stock. I had no communication to this effect and equally no apology. Even more frustrating there is nowhere to log a complaint on their website. I will be contacting the parent company thanks for the mail address.
I posted anon a month ago on this site that I thought our problem was getting resolved. Well, pixmania 'told' us that they would fix the problem, but in reality nothing was done. So we are still struggling to get a refund for a defective item we ordered from pixmania (seller: Vigipiscine). Never again will be buy from Pixmania!!!
Hi - wish I's read all of this before buying my hubbie a Blu Ray player via Pixmania.... Thery delivered a "French" version of the player, which I returned within the 7 days at my own cost (to France - they don't tell you that you have to do this when you order items!!) It's now over 2 weeks later and Pixmania are saying that they still haven't received it - their customer support team (who I have rung a few times re this problem) are awful..... Next time I place an online order for anything I will do a thorough search on the company involved to try and avoid this type of company! My advise - don't waste your money and buy anything from this company....
I, also, am having problems with Pixmania. By mistake I ordered two TV's, I immediatly 'e' mailed to cancel 1 item and they confirmed that they had received the 'e' mail. I assumed that they would not send 1 TV but they delivered two and my neighbour accepted both as I was out. After more 'e' mails and phone calls they sent a msg saying don't accept 1 TV, after they were delivered. Since then I have I have been in touch by e mail, telephone and even sent a letter to their Paris office but they still will not agree to pay the return postage. I don't think the TV's were delivered from France, so why have I got to send them back there
Hi,
Unfortunately I am just having the worst nightmare with Pixmania I have every had with anything before...
I am almost too upset to try and describe it - these things are usually long stories of course..
I purchased a washing machine from them, it arrived and it was faulty - trapping a large washiload of my children's clothes and school uniforms in it.
Pixmania told me to call a number and get the Uplift Number from the Tech guys... When I called the Tech guys I was told this was an error and to call Pixmania back, when I did they gave me a new number.. that brought me back to the same people... This just kept on and on and on....
I started to record my conversations as I was just getting nowhere... I am 10 days down the line, 28 phone calls later, theee times they have told me they are getting a manager to resolve it.. no one responds back to me...
What am I suppose to do??????????????????
Here is my latest letter of complaint to Pixmania-Pro
Hello
I would like to express my utter exasperation at the dire level of customer service I have received from your company
Let me begin by outlining my experience.
My order was placed on the 1st of January and I emailed my validation papers to you the next day. On the 10th of January I was growing increasingly concerned about my order as I had heard nothing from your company about any delay. In the end I had to contact one of your service agents myself to find out what was going on. It was only then that I was informed that the my validation has been accepted, but order had only been partially processed and that the product I ordered was out of stock for another 9 days which is almost 3 weeks from when I ordered it.
My complaint is this
1 I should have been informed if and when my validation was accepted. I had to call your helpline to learn this. This is just common courtesy.
2 I should have been informed that the product was not in stock and that there was going to be a delay. Again it was only through my own efforts that I learnt this and any other mail-order company would have informed me of this straight away.
3 Of most importance is that I am relying on this piece of equipment for by business and I find it completely unprofessional to have been left in the dark this way when I have clients waiting a service that I cannot deliver because I have not been informed of problems with my order!
At this stage I was annoyed but was willing to overlook any negligence on your part but I would think twice about recommending your service to my colleagues.
However, when I received my order yesterday, I was flabbergasted to see that all the literature was in French. I am based in Ireland which as far as I know is not yet a province of France. But insult was added to injury when I called your helpline to inform you of this mistake only to learn that the best you could do was to email me a pdf. That was the icing on the cake and I find it hard to fathom how bad a service can be. As a paying customer it almost feels Pixmania-Pro have a policy of wilful comtempt for my custom and I can only hope that this is a once-off.
Please for your own company's sake something needs to happen here. Communication is essential in any business and this has shown up some chronic deficiencies in your service
I am extremely unhappy and will steer as many colleagues and friends away from your service as I possibly can unless I see a clear intention to improve your service.
Hugh Kavanagh
A total waste of time and immense fustration. Purchased a Hotpoint cooker that was then suddenly out of stock. Spoke to customer services after long delays on the phone to get no where, asked for a full refund which was promised but am still waiting on. Have now spoke to the credit card comapany to intervene.
Absolutely DO NOT PURCHASE even a single AA battery from this company!!!
Heavy problems are solve by experience
PVC cards
Bad experience me too from Italy.
I ordered a Sandy Bridge Motherboard and a cpu Intel 2100t. Paid through paypal and received the confirmation email. After that, the day after, i checked on the site in my account section and the order was disappeared. I call help desk and they inform me their servers had problems and the orders of two days (13 and 14th may 2011) were losses. I resend them the parts that i have order but nothing. They promise me a refound and they say me that it was done on 19th may but until now 26th may i haven't received it. I recall every days looking for resolve the situation but unsucessfully. Last time, today, they said me that they have contacted the account department.
I will never buy somethings else from this crap online shop.
You are advice. Stay away from Pixmania
I have also had problems with Pixmania. I just agree: don't ever place an order in that company.
Basically they are just any other low touch internet company. Don´t know how they manage to stay alive for so long. I´m filling a fraud complaint against them. I bought and paid and they didn´t deliver neither refund, and no justification. Fraud!
On the 4th of July 2011 I placed an order for a FUJIFILM FinePix XP30 - white for underwater photos up to 5 meters, 1 month later after using it for 1 week in the south of Portugal not more then a 1 meter depth of water with just the snorkeling tube the screen goes black. I sent the camera back because it has 2 years warrantee and they made me send it to France and I had bought this in the Portuguese site for 152€.Now they right back the Fuji will not cover the warentee, if we want it fixed we will have to pay 172€ if we do not want it fixed we will have to pay 11€ for postage to Portugal and they will not give a new camera back nor fix it at all; What do we do with all this? this is daylight robbery please let me know what is the advice on this situation?
Thanks
On the 4th of July 2011 I placed an order for a FUJIFILM FinePix XP30 - white for underwater photos up to 5 meters, 1 month later after using it for 1 week in the south of Portugal not more then a 1 meter depth of water with just the snorkeling tube the screen goes black. I sent the camera back because it has 2 years warrantee and they made me send it to France and I had bought this in the Portuguese site for 152€.Now they right back the Fuji will not cover the warentee, if we want it fixed we will have to pay 172€ if we do not want it fixed we will have to pay 11€ for the postage to return this back to Portugal and they will not give a new camera back nor fix it at all; What do we do with all this? this is daylight robbery please let me know what is the advice on this situation? I am really disappointed but I am taking this further, the person who always signs the letters is a James Felix;
thanks
Thanks
http://www.linkedin.com/profile/view?id=4855637&authType=NAME_SEARCH&authToken=hfSA&locale=en_US&srchid=c3e7de4c-493e-48e4-9662-6df990d7c2e0-0&srchindex=5&srchtotal=44&goback=%2Efps_PBCK_*1_James_Felix_*1_*1_*1_*1_*2_*1_Y_*1_*1_*1_false_1_R_*1_*51_*1_*51_true_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2_*2&pvs=ps&trk=pp_profile_name_link
James Felix linkedin page.
Pixmania are a nightmare to deal with. Avoid at all costs. Tried to buy a laptop off them. I was able to confirm after six days of non-receipt of my order that their courrier Yodel had lost my parcel. After two weeks and a bunch of e-mails James Felix was delighted to confirm this and give me a refund, after I had provided him with photographic ID and a signature. I didnt ask for a refund, now if I want to buy it I have to pay £50 more because the offer is no longer on. I hate Pricksmania. I have sent them a curse.
Hello everyone,
I'm from Porto, Portugal, and I also had a problem with pixmania.
I bought an WD external disk in the store at Via Catarina, Porto, and 2 months later it stopped working.
I turned it in and they said they contact me soon. One month without repply, I sent an e-mail asking why the delay.
They said they would send a new disk to my address the next day, but then enters Mr. Felix with an e-mail, the day after that, saying he was happy to anounce I had a credit of the price of the item minus € 7, which supposedly was the service fee. I asked for the substitution of the product for a new one, they propposed an EMTEC (marked € 179 on their site)disk, which I had no interest on, and proposed the equivalent model of WD available (also marked € 179 on their site), since mine had, in the meantime, gone out of stock.
To my amaze, in comes Mr. Felix again (after 2 more weeks), saying it was impossible to substitute with the model I proposed, since its price was higher than the original purchase (which incidentally was € 142,89). So the EMTEC marked € 179 was ok for them, but the WD also marked € 179, wasn't. Can't understand this.
The matter is now on the hands of a lawyer.
A few notes about the "service fee": retaining the service fee is utterlly ilegal, since when you resolve (end a contract because one part hasn't fullfiled it's contractual obligations, in this case, ensuring the warranty) the parts have to be put in the same situation as if the contract was never celebrated.
This said, I would advise everyone who has a complaint with pixmania the following:
- at the moment they don't comply with the second deadline established to do something (ship a product, refund, etc.), to not wait any longer. File a criminal complaint with your national prossecution office (in Portugal it's Ministério Público) for fraud, and deliver a copy personally in the store near to you (I didn't buy online). Be civil but don't be shy to let everybody in there know what you are doing. At the same time you do this, ask for the complaints book, and simply write the facts, especially since there's an european directive that states they have 30 days to solve a complaint, with the least possible hassle to the consumer and with no expenses to the said consumer (Directive 1999-44-CE, from the European Parliament and Council, from the 25th of May). Failling to comply with the deadline, means a fine up to € 2500. Send your copy of the complaint to the state consumers supervision authority (in Portugal it's ASAE).
- In Portugal you can also file a damages suit (deprivation of use, all the trouble you've had, not complying with the obligation to ensure the warranty), without having to pay judicial costs or fees (it's in Lei (= Law) 24-96, de 31-07).
I also inform they don't have a headquarters in Portugal, the address given in the invoice is of an accountant firm who does their accounting.
This company's behaviour is simply and completly unaceptable and at this time I'm also looking for an european organism to file a formal complaint.
I ordered a Panasonic 3D TV from Pixmania using my debit card. Right away the money was sent to them and 2 days later they sent me an email asking some documents for validation. I sent the documents to them and didn't hear anything. So, I had to call validation service and that was the only time they gave it a go. 4 days later my order came. Lo! and behold! I got a 3D TV with huge cracks on the screen. UPS had to take it back and it's been a week since the "so "called" investigation. It now puts me in a situation of not knowing what's going to come out in the resolution. It's been a week and they said next week...
Since there are a lot of bad comments about Pixmania, I hope someone from their company will be held accounted for. With the recession, they have the face to victimise people.
We have tried Pixmania a few times, but encountered more than once a problem. This is just a company which should be taken off the market. You could say they even should be brought before court. I advace not to fall in the trap by the so called "cheapest price" = it is just not because you receive, after a much longer time than promissed, not quality goods.
Dutch readers can read about it more:
http://marcusampe.wordpress.com/2011/02/16/pixmania-onwaardig-webverkoper/
http://marcusampe.wordpress.com/2011/02/18/er-zijn-er-die-liever-lastige-klanten-hebben-dan-gelukkige/
Pixmania pro, probably have the rudest customer care i have ever experienced, still waiting on a refund after sending back a lawnmower over two weeks ago, i have also told them about 10 times to remove the products in question off there website, and stil they are for sale.
I will never order from them again !!
Pixmania pro, probably have the rudest customer care i have ever experienced, still waiting on a refund after sending back a lawnmower over two weeks ago, i have also told them about 10 times to remove the products in question off there website, and stil they are for sale.
I will never order from them again !!
I wanted to order a scanner, but the telephone number they give (so that I could get more information, as their description gives nothing I want) is at 10p per minute, and they just say, whether you press 1 or 2, they do not recognise your response!!! I think they must be in league with the telephone companies just to make money. I will go somewhere else
A very good and interesting post that i have come across, thanks for sharing the post.
Really appreciable.
http://tecnoprix.com
Pixmania still has a problematic customer support. Email for Dutch customer service was faulted. The only response I got was that it was the wrong email address, not even bothering to forward my message.
Payment by iDEAL was not possible even though it stated iDEAL as a payment method at the bottom of the page.
And last but not least: my login details were sent to me uncrypted so all Google employees now know my password ;). No just kidding but I think it's a disgrace for an electronica supplier to provide private info in such way.
Thank you. Your blog was very helpful and efficient For Me,Thanks for Sharing the information.
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