I agree with Messiah - not glowing reviews and most of the problems that are reported seem to carry a similar theme - money taken immediately but refunded reluctantly, poor communication and late orders.
I would like to know when you became a 2009 WHS&V award winner?
Quote from the good web guide website: "An authorised retailer for over 200 brands and winner of What Hi-Fi Magazine's 2009 Awards, Audio Affair offers each product with full manufacturer's warranty and technical support."
When an order is accepted and you discover that contrary to your website claims, you don't have any in stock (as per complaints above and on previous threads), why do you take full payment and give no notification to the buyer that delivery will not be as advertised? Why do you take any payment in this instance if you do not know when items will be sent (as you may have to wait on manufacturers sending your goods) as in the case of the Partington Stands?
Taking full payment immediately rather than when items are dispatched (more common practice in my experience) is not clearly advertised on your website.
Your service rating on customer support was from 379 people - so 50 people out of less than 400 did not enjoy the customer services experience. Quite high no? While an offer of a goodwill gesture is to be commended, most would prefer a more positive and less stressful experience.
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I expect the WHF Award winner aspect relates to Partington Stands (whom have indeed quite rightly won many Awards from us); I will ask Good Web Guide to clarify this, and notify Audio Affarir.
Group Marketing & PR Manager - Computers Unlimited;
Former Group Editor of What Hi-Fi? Sound and Vision and Whathifi.com
Audio Affair sell WHS&V award winners but the wording doesn't read that way. It suggests Audio Affair themselves have won an award. It is an admin error on someone's part that requires correction. S'all.
This is a typo GoodWebGuide appears to have made accidentally - they have been informed so this will be edited.
Nick Slater (Store Manager) AudioAffair, now including Faithful Audio
Yes, you are too cynical - there's hardly a retailer around that doesn't do the same; it's a live link to all the WHF Award winners in one place.
Thank you for the call yesterday and for confirming that my order had been sent promtly via Royal Mail the same day, the delay is entirely down to Royal Mail and not any fault of Audio Affair. The good news is that the cable arrived this morning, however it was just left at the door even though it required a signature and i only knew it was there when i went out this morning and anyone could have helped themselves before then! I'm not blaming Audio Affair for this it just goes to show how good the postal service is currently in my area.
Thank you for your comments and confirmation that your order arrived safely. We were suggesting it should always be quicker to get an update by calling the retailer directly - especially due to the fact we can not check specific order details based on a forum alias and because of data protection. You mentioned you couldn't get through by phone so I offered the three separate phone numbers and a warm welcome to call us anytime. Despite the fact the delay was down to Royal Mail after all, we'd still be happy to offer a good deal on another item as a good will gesture if you give us a call
And to confirm that this has been amended.
Sorry to hear about your problems with your online purchase. I always worry when buying from an online company that I am not familiar with but the price is tempting.
I have bought from Audio Affair in the past (an Atacama Equinox XL Pro SE Hi-Fi Stand) and had no problems at all, in fact they were very helpful with collection in-store or delivery options.
So not sure where the problem lies at their end, and no customer should be made to regret purchasing online esp if the company wants to stay in business in the long term and maintain a good reputation. Online bad news travels fast!
Good luck and please let us know if the company resolves the issue promptly and offers something for the hassle/stress caused.
* Looks like the issue has been resolved. Sorry i did not read the latest posts.
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Let me just clarify that i never intended to cause any offense to your company and was only posting on this thread to get some reassurance from forum members about your company as i had never ordered from you before and had no luck in contacting customer services through the channels on your website.
Thankyou for providing those phone numbers on this thread but i didn't need them in the end as i got a call a couple of hours after posting this thread before i had the chance to take down the numbers and call. The person i spoke to was very helpful and calmed my fears, as i said earlier it turns out that Royal Mail was to blame so i'm sorry if i caused any offence.
Also thankyou for your kind offer of a good deal on another item and i may well take you up on the offer once i've got to the bottom of the postal issues to my address....it turns out post has been going missing for some time and Royal Mail are now monitoring my address to find out why.
BTW the Chord Crimson Plus interconnect sounds excellent and i'm extremely happy with it, i was very surprised to find it was the latest version of the cable...but i'm certainly not complaining!
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don't you love a happy ending.. glad everything been sorted
Audioaffair are one if not the only one hifi/audio supplier who offer delivery to ROI as standard,never bought from them but any emails and price enq. were answered as quick as any other online audio/video Co.
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I have tried to seek purchase advice from them a couple of times with their online 'chat' function,but the chap really wasn't any help at all.
I ended up purchasing off of another company who gave me all the answers i needed!
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Wish I'd seen this thread earlier having just spent circa 1200 GBP on a headphone system with them Living in Cyprus I don't have much option but on-line shopping and I must admit my gut reaction based on their responses (or lack of) to my e-mails and messages was to look elsewhere but hey ho fingers crossed in the next few days I'll get my goodies.
I used to post on here (under another username) quite frequently but gave up on the forum as it seemed to have descended into ill informed squabble mostly centred on interconnects, speaker and mains cables.
Don't mean to be overly critical of Audio Affair or to pre-judge them but seeing that topic heading over my breakfast coffee definately didn't get my day off to a great start. Anyhow I'll let you know if I get my order anytime soon
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I don't think you've read this thread properly. Read it in full & then make your judgment.
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