TW
Tony W
1 reviews | Active since Nov 2019
22 Jan 2025, 06:45
Poor customer support
I purchased a keyboard from FirstShop that was unresponsive and laggy on my Mac. Despite multiple communications and returning the product, FirstShop refused to issue a full refund, citing no fault found and imposing a 20% handling fee. This experience reflects poorly on their customer service and respect for consumer rights. I cannot recommend FirstShop based on this experience.
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Replies (3)0
Replies (3)
FirstShop's replyOfficial
22 Jan 2025, 12:47Hi Tony, Thank you for sharing your thoughts. We’re sorry the product didn’t align with your expectations. From reviewing our communication, it seems there may have been some assumptions about the product’s capabilities. It’s always a good idea to check specifications carefully or reach out to our team for guidance before purchasing to ensure the product meets your specific needs. We’re here to help with any questions for future purchases and ensure the right fit for you. Let us know if there’s anything further we can assist with.
FirstShop's reply22 Jan 2025, 12:47
Official
Hi Tony, Thank you for sharing your thoughts. We’re sorry the product didn’t align with your expectations. From reviewing our communication, it seems there may have been some assumptions about the product’s capabilities. It’s always a good idea to check specifications carefully or reach out to our team for guidance before purchasing to ensure the product meets your specific needs. We’re here to help with any questions for future purchases and ensure the right fit for you. Let us know if there’s anything further we can assist with.
TW
Tony W's updateReviewer Update
22 Jan 2025, 13:41Hi FirstShop,
Thank you for your response, but I must clarify that this issue is not about assumptions or a lack of research on my part. The keyboard I purchased did not perform as expected on my Mac, which was communicated clearly from the start. Your team’s decision to charge a handling fee for a product that failed to meet its advertised plug-and-play compatibility is not acceptable.
I do not wish to make further purchases from your store. I only request that this matter be resolved fairly with a full refund rather than a voucher or partial credit. This experience has already caused significant inconvenience, and I urge you to respect my consumer rights by issuing the refund without further delays.
I hope we can resolve this matter amicably.
Thank you for your response, but I must clarify that this issue is not about assumptions or a lack of research on my part. The keyboard I purchased did not perform as expected on my Mac, which was communicated clearly from the start. Your team’s decision to charge a handling fee for a product that failed to meet its advertised plug-and-play compatibility is not acceptable.
I do not wish to make further purchases from your store. I only request that this matter be resolved fairly with a full refund rather than a voucher or partial credit. This experience has already caused significant inconvenience, and I urge you to respect my consumer rights by issuing the refund without further delays.
I hope we can resolve this matter amicably.
TW
Tony W's update22 Jan 2025, 13:41
Reviewer Update
Hi FirstShop,
Thank you for your response, but I must clarify that this issue is not about assumptions or a lack of research on my part. The keyboard I purchased did not perform as expected on my Mac, which was communicated clearly from the start. Your team’s decision to charge a handling fee for a product that failed to meet its advertised plug-and-play compatibility is not acceptable.
I do not wish to make further purchases from your store. I only request that this matter be resolved fairly with a full refund rather than a voucher or partial credit. This experience has already caused significant inconvenience, and I urge you to respect my consumer rights by issuing the refund without further delays.
I hope we can resolve this matter amicably.
Thank you for your response, but I must clarify that this issue is not about assumptions or a lack of research on my part. The keyboard I purchased did not perform as expected on my Mac, which was communicated clearly from the start. Your team’s decision to charge a handling fee for a product that failed to meet its advertised plug-and-play compatibility is not acceptable.
I do not wish to make further purchases from your store. I only request that this matter be resolved fairly with a full refund rather than a voucher or partial credit. This experience has already caused significant inconvenience, and I urge you to respect my consumer rights by issuing the refund without further delays.
I hope we can resolve this matter amicably.
FirstShop's replyOfficial
24 Jan 2025, 12:29Hi Tony,
I respectfully disagree with your comment about conducting proper research before purchasing. Allow me to address this by pointing out some details.
Below are your comments followed by my notes from the emails:
1. "I was disapointing with the keyboard delivered as well as it was advertised as full Bluetooth compatible. Without ****le."
--- This is not accurate. Our product listing clearly states that the keyboard includes a USB ****le. This was also mentioned in a reply, located above the section you highlighted in your screenshot.
2. "I need a bluetooth 5.0 connectable Keyboard only."
--- Our store listing does not specify the Bluetooth version. Since you required version 5.0 and purchased this product, it seems you may have assumed it included Bluetooth 5.0.
You also stated: "The keyboard did not perform as advertised for my use case with my Mac setup."
From a data perspective, this feedback does not directly pertain to the product listing, as it lacks specific details about the product's actual performance. Your comment reflects personal expectations rather than objective performance insights.
After reviewing your communications, it appears that you are dissatisfied with the quality of the product you selected and are seeking a resolution at our cost.
Please know that our intention is never to cause dissatisfaction or be uncooperative. We handle a high volume of orders each week and receive various return requests. To manage this fairly and effectively, we follow our established policies. While we strive to accommodate our customers, we are unable to cover costs in cases where the product simply does not meet expectations.
In situations where we are at fault, we have no hesitation in taking responsibility and resolving the issue for our customers.
We sincerely hope for your understanding and greatly appreciate your consideration.
I respectfully disagree with your comment about conducting proper research before purchasing. Allow me to address this by pointing out some details.
Below are your comments followed by my notes from the emails:
1. "I was disapointing with the keyboard delivered as well as it was advertised as full Bluetooth compatible. Without ****le."
--- This is not accurate. Our product listing clearly states that the keyboard includes a USB ****le. This was also mentioned in a reply, located above the section you highlighted in your screenshot.
2. "I need a bluetooth 5.0 connectable Keyboard only."
--- Our store listing does not specify the Bluetooth version. Since you required version 5.0 and purchased this product, it seems you may have assumed it included Bluetooth 5.0.
You also stated: "The keyboard did not perform as advertised for my use case with my Mac setup."
From a data perspective, this feedback does not directly pertain to the product listing, as it lacks specific details about the product's actual performance. Your comment reflects personal expectations rather than objective performance insights.
After reviewing your communications, it appears that you are dissatisfied with the quality of the product you selected and are seeking a resolution at our cost.
Please know that our intention is never to cause dissatisfaction or be uncooperative. We handle a high volume of orders each week and receive various return requests. To manage this fairly and effectively, we follow our established policies. While we strive to accommodate our customers, we are unable to cover costs in cases where the product simply does not meet expectations.
In situations where we are at fault, we have no hesitation in taking responsibility and resolving the issue for our customers.
We sincerely hope for your understanding and greatly appreciate your consideration.
FirstShop's reply24 Jan 2025, 12:29
Official
Hi Tony,
I respectfully disagree with your comment about conducting proper research before purchasing. Allow me to address this by pointing out some details.
Below are your comments followed by my notes from the emails:
1. "I was disapointing with the keyboard delivered as well as it was advertised as full Bluetooth compatible. Without ****le."
--- This is not accurate. Our product listing clearly states that the keyboard includes a USB ****le. This was also mentioned in a reply, located above the section you highlighted in your screenshot.
2. "I need a bluetooth 5.0 connectable Keyboard only."
--- Our store listing does not specify the Bluetooth version. Since you required version 5.0 and purchased this product, it seems you may have assumed it included Bluetooth 5.0.
You also stated: "The keyboard did not perform as advertised for my use case with my Mac setup."
From a data perspective, this feedback does not directly pertain to the product listing, as it lacks specific details about the product's actual performance. Your comment reflects personal expectations rather than objective performance insights.
After reviewing your communications, it appears that you are dissatisfied with the quality of the product you selected and are seeking a resolution at our cost.
Please know that our intention is never to cause dissatisfaction or be uncooperative. We handle a high volume of orders each week and receive various return requests. To manage this fairly and effectively, we follow our established policies. While we strive to accommodate our customers, we are unable to cover costs in cases where the product simply does not meet expectations.
In situations where we are at fault, we have no hesitation in taking responsibility and resolving the issue for our customers.
We sincerely hope for your understanding and greatly appreciate your consideration.
I respectfully disagree with your comment about conducting proper research before purchasing. Allow me to address this by pointing out some details.
Below are your comments followed by my notes from the emails:
1. "I was disapointing with the keyboard delivered as well as it was advertised as full Bluetooth compatible. Without ****le."
--- This is not accurate. Our product listing clearly states that the keyboard includes a USB ****le. This was also mentioned in a reply, located above the section you highlighted in your screenshot.
2. "I need a bluetooth 5.0 connectable Keyboard only."
--- Our store listing does not specify the Bluetooth version. Since you required version 5.0 and purchased this product, it seems you may have assumed it included Bluetooth 5.0.
You also stated: "The keyboard did not perform as advertised for my use case with my Mac setup."
From a data perspective, this feedback does not directly pertain to the product listing, as it lacks specific details about the product's actual performance. Your comment reflects personal expectations rather than objective performance insights.
After reviewing your communications, it appears that you are dissatisfied with the quality of the product you selected and are seeking a resolution at our cost.
Please know that our intention is never to cause dissatisfaction or be uncooperative. We handle a high volume of orders each week and receive various return requests. To manage this fairly and effectively, we follow our established policies. While we strive to accommodate our customers, we are unable to cover costs in cases where the product simply does not meet expectations.
In situations where we are at fault, we have no hesitation in taking responsibility and resolving the issue for our customers.
We sincerely hope for your understanding and greatly appreciate your consideration.