Not buying anymore
Unfortunately, I was very disappointed with my experience with this company.
I ordered a shower seal online for £14.88. The seal was completely unused, but unfortunately it was not suitable for my shower screen because the gap was too large for this particular seal.
The order arrived in a very large and surprisingly heavy box, which also contained additional items that I had not ordered or requested. This made the parcel unnecessarily heavy and bulky, which was particularly frustrating when it came to returning the item.
I contacted the company to arrange a return. After several emails, I was told that my refund would be reduced by £2.48 for VAT/tax and £1.24 for a handling/restocking fee, leaving an estimated refund of only £11.16. I would also have had to pay the return postage myself.
Considering that the item cost £14.88, returning it would have meant paying a significant amount for postage to receive only £11.16 back. Because of this, I ultimately decided not to return the item.
What I found particularly frustrating was the amount of communication required just to establish how much I would actually receive as a refund. I had to send several emails and wait for replies before receiving a clear breakdown of the deductions.
I understand that businesses have their own return policies, particularly for discounted items. However, in my opinion, the potential deductions and return costs should be made much clearer to customers before purchasing.
The seal itself was unused, but unfortunately the overall experience with the return process and customer service left me very frustrated. The unnecessarily heavy parcel and the additional items I had not ordered only added to the frustration.
I would personally think twice before ordering from this company again.
Odpowiedź od Simba Seals UK
Hi Joanna,
I’m very sorry that your experience with us was frustrating, and I completely understand why the return process felt disappointing.
For some shower seal products, we may include similar profiles or close sizes in the same parcel. This is explained on our website, and the reason we do this is that shower seals can be difficult to measure accurately. In many cases, customers find that one of the additional profiles is actually the better fit, which helps avoid another order or a failed fitting.
That said, we understand that in your case the extra items made the parcel feel heavier and more difficult to return. We should have made the reason for the additional profiles clearer before dispatch or inside the parcel.
Regarding the return, our policy explains that return postage is not covered where the product is not faulty. However, we understand that for a lower-value item, the cost of returning a long shower seal can feel disproportionate.
We are sorry that the seal was not suitable for your shower screen, and that the return process caused frustration. We will take your feedback on board and work on making return costs, deductions and any additional included profiles clearer for customers.
Kind regards,
Alvin
SIMBA Seals UK