NM
Nicole M
1 reviews | Active since Nov 2021
29 Nov 2021, 16:48
Terrible customer service/refusal to grant a refund
I bought the genesis hydrovac extreme on the 02 June 2021( six months have not yet lapsed) and it has been in for repairs twice, the first time the filter needed to be replaced and the second time it was a suction related issue. We called the number given to us by the sales person and requested a refund, we were told this would not be possible however the policy says that a refund could be requested within 6 months of purchase. I am very unhappy with the unhelpful service we have been given thus far especially considering how pricey this machine is. I feel that this is a big let down to consumers as you would assume if a machine was this pricey that you would be getting a quality product. The machine has been in more for repairs than we were able to use it - I am really fed up which has led me to post here as I am not seeing the light calling the call centre as I am just given one excuse after another.
Helpful (0)
Replies (7)0
Replies (7)
Verimark's replyOfficial
30 Nov 2021, 08:57Good day Nicole
Thank you for informing us of your disappointing experience with a recent purchase of our Genesis Hydrovac Extreme, please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority and it is important to know when a purchase has fallen short of our high standards
Verimark strictly aligns itself with the regulations set out by in the Consumer Protection Act (CPA) to ensure our customers are protected at all times
If there was a manufacturing defect within the first 6 months - you could either get an exchange or refund.
If it was due to incorrect usage then that clause does not apply, it is important to note: A dirty filter restricts airflow, restricts suction power, and places extra pressure on the motor significantly reducing its life expectancy, A clean filter is a filter that does its job properly by effectively filtering dust while not restricting airflow-allowing you to get the full benefits and cleaning power of this vacuum, regular cleaning can be done by simply tapping the filter outside to release the dust from it, for a more thorough cleaning it can also be washed, but never replace the filter if not completely dry Please take the product to your nearest Verimark store for an assessment, and ask them to book it back to our Head Office so that we can ascertain what the problem is. Once we get the product back to our Head Office we can give you feedback regarding your query on this item. It would be easier if you could book it at a Verimark store
Have you looked at the machine and made an assessment from your side? Please mark it for Patricia’s attention.
Should you require any further assistance, please contact our Customer Care Department on ***and one of our friendly consultants will be able to assist.
Kind regards
Verimark Team
Thank you for informing us of your disappointing experience with a recent purchase of our Genesis Hydrovac Extreme, please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority and it is important to know when a purchase has fallen short of our high standards
Verimark strictly aligns itself with the regulations set out by in the Consumer Protection Act (CPA) to ensure our customers are protected at all times
If there was a manufacturing defect within the first 6 months - you could either get an exchange or refund.
If it was due to incorrect usage then that clause does not apply, it is important to note: A dirty filter restricts airflow, restricts suction power, and places extra pressure on the motor significantly reducing its life expectancy, A clean filter is a filter that does its job properly by effectively filtering dust while not restricting airflow-allowing you to get the full benefits and cleaning power of this vacuum, regular cleaning can be done by simply tapping the filter outside to release the dust from it, for a more thorough cleaning it can also be washed, but never replace the filter if not completely dry Please take the product to your nearest Verimark store for an assessment, and ask them to book it back to our Head Office so that we can ascertain what the problem is. Once we get the product back to our Head Office we can give you feedback regarding your query on this item. It would be easier if you could book it at a Verimark store
Have you looked at the machine and made an assessment from your side? Please mark it for Patricia’s attention.
Should you require any further assistance, please contact our Customer Care Department on ***and one of our friendly consultants will be able to assist.
Kind regards
Verimark Team
Verimark's reply30 Nov 2021, 08:57
Official
Good day Nicole
Thank you for informing us of your disappointing experience with a recent purchase of our Genesis Hydrovac Extreme, please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority and it is important to know when a purchase has fallen short of our high standards
Verimark strictly aligns itself with the regulations set out by in the Consumer Protection Act (CPA) to ensure our customers are protected at all times
If there was a manufacturing defect within the first 6 months - you could either get an exchange or refund.
If it was due to incorrect usage then that clause does not apply, it is important to note: A dirty filter restricts airflow, restricts suction power, and places extra pressure on the motor significantly reducing its life expectancy, A clean filter is a filter that does its job properly by effectively filtering dust while not restricting airflow-allowing you to get the full benefits and cleaning power of this vacuum, regular cleaning can be done by simply tapping the filter outside to release the dust from it, for a more thorough cleaning it can also be washed, but never replace the filter if not completely dry Please take the product to your nearest Verimark store for an assessment, and ask them to book it back to our Head Office so that we can ascertain what the problem is. Once we get the product back to our Head Office we can give you feedback regarding your query on this item. It would be easier if you could book it at a Verimark store
Have you looked at the machine and made an assessment from your side? Please mark it for Patricia’s attention.
Should you require any further assistance, please contact our Customer Care Department on ***and one of our friendly consultants will be able to assist.
Kind regards
Verimark Team
Thank you for informing us of your disappointing experience with a recent purchase of our Genesis Hydrovac Extreme, please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority and it is important to know when a purchase has fallen short of our high standards
Verimark strictly aligns itself with the regulations set out by in the Consumer Protection Act (CPA) to ensure our customers are protected at all times
If there was a manufacturing defect within the first 6 months - you could either get an exchange or refund.
If it was due to incorrect usage then that clause does not apply, it is important to note: A dirty filter restricts airflow, restricts suction power, and places extra pressure on the motor significantly reducing its life expectancy, A clean filter is a filter that does its job properly by effectively filtering dust while not restricting airflow-allowing you to get the full benefits and cleaning power of this vacuum, regular cleaning can be done by simply tapping the filter outside to release the dust from it, for a more thorough cleaning it can also be washed, but never replace the filter if not completely dry Please take the product to your nearest Verimark store for an assessment, and ask them to book it back to our Head Office so that we can ascertain what the problem is. Once we get the product back to our Head Office we can give you feedback regarding your query on this item. It would be easier if you could book it at a Verimark store
Have you looked at the machine and made an assessment from your side? Please mark it for Patricia’s attention.
Should you require any further assistance, please contact our Customer Care Department on ***and one of our friendly consultants will be able to assist.
Kind regards
Verimark Team
NM
Nicole M's updateReviewer Update
30 Nov 2021, 10:20Hi
The machine has been in for an assessment the first time the filter was replaced-(REF 29960) which is a manufacturing defect and when we brought it home to attempt to use it there was no suction and we had to return it to the store and it was booked in once again.(REF 96544) - The machine was not used the second time with the suction issue.
The machine is currently at the store and we have requested a refund on numerous occasions and have been given excuse after excuse, When calling the store just yesterday we were told that the machine has a 3 month guarantee and we could bring it back and get a full refund should we encounter issues which we know is an outright lie because when we requested proof of this we were given the same policy we have read . Can someone please contact me in order to start the process going as I am not having joy going in to the store/calling the call centre- i feel we are being give the run around as the 6 month period will have lapsed in a couple of days and we will then be told we cannot be assisted. if I am not appropriately assisted I will need to take legal action as the service we have been given is unacceptable
The machine has been in for an assessment the first time the filter was replaced-(REF 29960) which is a manufacturing defect and when we brought it home to attempt to use it there was no suction and we had to return it to the store and it was booked in once again.(REF 96544) - The machine was not used the second time with the suction issue.
The machine is currently at the store and we have requested a refund on numerous occasions and have been given excuse after excuse, When calling the store just yesterday we were told that the machine has a 3 month guarantee and we could bring it back and get a full refund should we encounter issues which we know is an outright lie because when we requested proof of this we were given the same policy we have read . Can someone please contact me in order to start the process going as I am not having joy going in to the store/calling the call centre- i feel we are being give the run around as the 6 month period will have lapsed in a couple of days and we will then be told we cannot be assisted. if I am not appropriately assisted I will need to take legal action as the service we have been given is unacceptable
NM
Nicole M's update30 Nov 2021, 10:20
Reviewer Update
Hi
The machine has been in for an assessment the first time the filter was replaced-(REF 29960) which is a manufacturing defect and when we brought it home to attempt to use it there was no suction and we had to return it to the store and it was booked in once again.(REF 96544) - The machine was not used the second time with the suction issue.
The machine is currently at the store and we have requested a refund on numerous occasions and have been given excuse after excuse, When calling the store just yesterday we were told that the machine has a 3 month guarantee and we could bring it back and get a full refund should we encounter issues which we know is an outright lie because when we requested proof of this we were given the same policy we have read . Can someone please contact me in order to start the process going as I am not having joy going in to the store/calling the call centre- i feel we are being give the run around as the 6 month period will have lapsed in a couple of days and we will then be told we cannot be assisted. if I am not appropriately assisted I will need to take legal action as the service we have been given is unacceptable
The machine has been in for an assessment the first time the filter was replaced-(REF 29960) which is a manufacturing defect and when we brought it home to attempt to use it there was no suction and we had to return it to the store and it was booked in once again.(REF 96544) - The machine was not used the second time with the suction issue.
The machine is currently at the store and we have requested a refund on numerous occasions and have been given excuse after excuse, When calling the store just yesterday we were told that the machine has a 3 month guarantee and we could bring it back and get a full refund should we encounter issues which we know is an outright lie because when we requested proof of this we were given the same policy we have read . Can someone please contact me in order to start the process going as I am not having joy going in to the store/calling the call centre- i feel we are being give the run around as the 6 month period will have lapsed in a couple of days and we will then be told we cannot be assisted. if I am not appropriately assisted I will need to take legal action as the service we have been given is unacceptable
Verimark's replyOfficial
30 Nov 2021, 12:50Hi Nicole
Thank you for your reply
Can you please advise which store you have handed in your vacuum cleaner to as the 2 above reference numbers don't appear on our system
Please advise as we need to investigate this matter urgently
Kind regards
Verimark team
Thank you for your reply
Can you please advise which store you have handed in your vacuum cleaner to as the 2 above reference numbers don't appear on our system
Please advise as we need to investigate this matter urgently
Kind regards
Verimark team
Verimark's reply30 Nov 2021, 12:50
Official
Hi Nicole
Thank you for your reply
Can you please advise which store you have handed in your vacuum cleaner to as the 2 above reference numbers don't appear on our system
Please advise as we need to investigate this matter urgently
Kind regards
Verimark team
Thank you for your reply
Can you please advise which store you have handed in your vacuum cleaner to as the 2 above reference numbers don't appear on our system
Please advise as we need to investigate this matter urgently
Kind regards
Verimark team
NM
Nicole M's updateReviewer Update
30 Nov 2021, 13:06Hi
The machine was purchased at Cradlestone Mall, and it was handed to Clearwater mall branch
The machine was purchased at Cradlestone Mall, and it was handed to Clearwater mall branch
NM
Nicole M's update30 Nov 2021, 13:06
Reviewer Update
Hi
The machine was purchased at Cradlestone Mall, and it was handed to Clearwater mall branch
The machine was purchased at Cradlestone Mall, and it was handed to Clearwater mall branch
Verimark's replyOfficial
30 Nov 2021, 13:46 Dear Nicole Please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority, and it is important to know when a purchase has fallen short of our high standards. We pride ourselves on the after-sales service we offer and are disappointed that you as a valued customer was not treated with the utmost courtesy during your visit to the shop. This matter has been escalated to management and we were advised that you can go to the store anytime convenient for a refund, the store can call us for authorization.We appreciate the trouble that you took to bring this matter to our attention. We can assure you that our products are manufactured under strict quality control procedures to satisfy our consumers. Kind regards
Verimark team
Verimark team
Verimark's reply30 Nov 2021, 13:46
Official
Dear Nicole Please accept our sincere apologies for the disappointment and inconvenience caused. Good quality and best value are a high priority, and it is important to know when a purchase has fallen short of our high standards. We pride ourselves on the after-sales service we offer and are disappointed that you as a valued customer was not treated with the utmost courtesy during your visit to the shop. This matter has been escalated to management and we were advised that you can go to the store anytime convenient for a refund, the store can call us for authorization.We appreciate the trouble that you took to bring this matter to our attention. We can assure you that our products are manufactured under strict quality control procedures to satisfy our consumers. Kind regards
Verimark team
Verimark team
NM
Nicole M's updateReviewer Update
02 Dec 2021, 14:47Thank you for your assistance and help, if they need to confirm this with anyone who should they contact?
NM
Nicole M's update02 Dec 2021, 14:47
Reviewer Update
Thank you for your assistance and help, if they need to confirm this with anyone who should they contact?
Verimark's replyOfficial
03 Dec 2021, 13:07 We are happy we could resolve the matter for you.
Kind regards
Verimark team
Kind regards
Verimark team
Verimark's reply03 Dec 2021, 13:07
Official
We are happy we could resolve the matter for you.
Kind regards
Verimark team
Kind regards
Verimark team