Electricpoint Avis 13

Réponse : Electricpoint

20 mars 2026

Hi Paula,

We're very sorry to hear about your experience and the lack of updates — we understand how frustrating this must be, especially with a time-sensitive order.

This is not the level of service we aim to provide. If you can contact us with your order details, we will look into this as a priority and work to resolve it as quickly as possible.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

15 déc. 2025

Hi Bede,

Thank you for your feedback, and we're really sorry for the frustration caused. We understand you’d checked in about next-day delivery and were told this would be possible — we should have followed through more carefully.

There was a shortage in our warehouse which unfortunately delayed dispatch. As the order still fell within the 2–3 working day delivery window advertised at the time, no further action was taken. That said, your request for next-day delivery should have been clearly noted on the order — had it been flagged, the delay would have been picked up and communicated to you.

We’re genuinely sorry for the inconvenience this caused. If you'd like to get in touch with us at sales@electricpoint.com
, addressed to Matt Leicester, we’d be happy to see if we can look after you on a future order.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

20 mars 2026

Hi Matt,

We're sorry to hear about your experience and understand your frustration. This is not the level of service we aim to provide.

If you’re willing to contact us with your order details, we’d like to look into this and help resolve the issue as quickly as possible.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

3 déc. 2025

Hi Alice,

Thank you for taking the time to share your experience, and we’re very sorry for the frustration this has caused. Waiting this long for a working product — especially after returning a faulty one — is absolutely not the service we aim to provide.

We’ve tried to trace your order using the name on your review and by checking our completed online returns forms, but we haven’t been able to locate your details. We want to resolve this for you as quickly as possible, so please could you contact our customer service team directly?

📧 sales@electricpoint.com

📞 0203 994 5470

Once we have your order information, we will prioritise your case and ensure your replacement or refund is processed without any further delay.

We’re genuinely sorry for the inconvenience caused and look forward to resolving this for you promptly.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

12 déc. 2025

Hi David,

We're very sorry for the delay in getting back to you and for the frustration caused. We understand how important it is to resolve these issues quickly.

Gary has arranged for a return so we can swap the items out as needed, and we’re happy to proceed once the items are back with us. Please don’t hesitate to get in touch if you need any help with the return process.

Apologies again, and thank you for your patience.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

17 déc. 2025

Hi Vicky,

Thank you for your review, and we're truly sorry again for the delay and lack of communication — we fully understand how important the heaters were for your organisation.

We’re glad to hear the delivery has now been completed and appreciate your patience and understanding when speaking with our team. If there's ever anything more we can do to support you, please don’t hesitate to reach out.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

Actualisé le 26 nov. 2025

Hi Jon,

Thank you for taking the time to share your feedback. We’re genuinely sorry for the inconvenience this order caused — we fully understand how disruptive delays and missing items can be when you’re working to tight deadlines, and we apologise that we fell short here.

After reviewing your order, it’s clear that the split dispatch and communication gaps on our side created a frustrating experience. While the missing items were sent as soon as you made us aware, we appreciate that this still caused avoidable inconvenience, and we're very sorry for that.

We are currently working on improving our stock accuracy and internal communication processes, especially during busy periods, to ensure situations like this don’t happen again.

If anything is still outstanding or you’d like to discuss this further, our customer service manager, Matt Leicester, is available and happy to help:

📨 sales@electricpoint.com

📞 Or call our main line and ask for Matt directly.

Thank you again for your feedback — it genuinely helps us improve the service we deliver.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

5 nov. 2025

Hi K S,

We’re very sorry to hear about the delay and frustration you experienced. We understand how important it is to receive your order on time, and we regret that we weren’t able to meet your expectations on this occasion.

Your refund has been processed, but if you have any further concerns or would like to discuss this in more detail, please don’t hesitate to contact our customer service manager, Matt Leicester, at sales@electricpoint.com
or by phone. We’d like the opportunity to restore your confidence in us.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

Actualisé le 17 nov. 2025

Hi Jack,

Thank you for taking the time to update your review. We’re genuinely sorry for the inconvenience and frustration caused here — your experience was clearly not up to the standard we aim to deliver, especially when you were working to a tight deadline.

We have reviewed your order history and communication trail in full. Your first item was shipped on 21/10, and the remaining two items were sent on 30/10 once stock arrived with us. We completely accept that our communication should have been clearer while the items were on back-order, and we apologise for the delays you experienced.

Regarding your update — we have checked our inbox carefully, including spam filters, and unfortunately we have not received any email from you addressed to Matt Leicester. Matt is very much a real member of our management team, and he responds to all escalation emails personally. We’re keen to resolve this for you properly, so we would be grateful if you could please forward your original message to Matt directly matt.leicester@medlocks.co.uk

Alternatively, Matt is available by phone and is happy to speak with you directly.

We appreciate the time you've taken to raise this, and we’d like the opportunity to put things right and restore your confidence in us.

Kind regards,
The Electricpoint Team

UPDATE

Hi Jack,

Thank you for your further update. We understand why you’re frustrated, and we’re sorry that this situation has continued to cause you inconvenience.

To clarify the email issue:

Our main customer service address is sales@electricpoint.com

We also provided a direct escalation contact: matt.leicester@medlocks.co.uk

To help move things forward quickly, Allan from our team has just called you directly and left a voicemail asking you to return the call at your convenience. We’re very keen to resolve this properly for you.

You can also resend your email to either address below so we can pick it up immediately:

📨 sales@electricpoint.com

📨 matt.leicester@medlocks.co.uk

Or if easier, feel free to call us back using the number provided in the voicemail.

We want to make sure this is resolved fully and appreciate your patience while we work to do so.

Kind regards,
The Electricpoint Team

Réponse : Electricpoint

29 août 2025

Thank you, Darren! 😊 We're glad you were happy with the service, speed, and product quality. Appreciate your recommendation! 👍📦

Réponse : Electricpoint

29 août 2025

Thank you, Peter! 😊 We're thrilled to hear your order arrived so quickly and smoothly. Really appreciate your kind words! 👍📦

Réponse : Electricpoint

29 août 2025

Hi David, thank you for your feedback. We're glad delivery went well but sorry to hear you were disappointed with our after-sales service. We’ll work on improving this area to provide a better experience in the future.

Réponse : Electricpoint

29 août 2025

Hi Phillip, we're very sorry to hear about your experience with the extractor fan and the frustration caused by our returns process and response times. Your feedback is important, and we’ll use it to improve both our policies and communication. Thank you for bringing this to our attention.