fotoSENSE - more like nonSENSE

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Ordered an item from them on Sunday. Item was "In Stock". Didn't pay for next day delivery as I would have been at work anyway but did pay for recorded delivery.

I expected it to be delivered by Wednesday, nothing, checked account details...it was stuck at "Processing"...website now says "No Stock"...so phoned them today (Thursday).

Me: Is this item in stock?
Them: Yes, it is in stock with our supplier
Me: Well when am I going to get it?
Them: Probably about a week
Me: A week from Sunday or a week from today?
Them: <after a blank pause> A week from today.

Me: Well please cancel the order then as it is in stock from other vendors.
Them: Okay we'll cancel the order and refund you next week
Me: So you have already taken my money for something you don't have in stock even though you stated it was in stock?
Them: It must have been a stock error.
Them: The cut off date has passed this week for refunds so it may be the week after.

I am sick of these companies who are quick to take your money and slow to refund. Bean counters are soley responsible for this type of behaviour. I'll never buy anything from them ever again, very shoddy. Well done Mr. Bean, give yourself another bonus for saving 20p but losing a £100 order and any future custom.

After vebal cancellation and a further 3 emails the order is still "processing".

If they don't cancel this order and send it even though I have cancelled it multiple times I am going to go postal. I am going to phone them again tomorrow and I want to see the status change to "cancelled".

That is another online retailer added to my black list, should have stuck with WEX.


I have now ordered the item from WEX, who I phoned specifically to see if they have got actual physical stock (which they did). It has even been dispatched already (3 hours after placing the order).
 
They are a nightmare some times, it all depends on what your after.

I went in the other week, their website said in stock so expected to walk away with the item. The old woman who works/is there doesn't have a clue, she is funny to talk to and listen how she goes on about everyone in there but god help us. She went and shouted in the back if they had what I wanted the answer was no so then got someone else to come down and take an order from me. I asked when it would be in and got the same reply about a week so I left without ordering.

The thing is they weren't the cheapest place for the item by about £4 but saving on postage and buying from a local company I am OK paying a bit more. I ended up buying it online for less and it was delivered in 2 days due to me ordering late in the afternoon.

Talking about quick to take your money, I bought a Christmas present for my sister. money was taken 22nd December ok late I know but paid for Saturday delivery and a few days no problem. the company didn't even reply to me contacting them by email, message on their website, phone calls never returned I even went in to their store (main office is above) but got response finally got a reply to all my messages on the 20th Jan order still processing keep waiting due to Christmas and sales blah blah. 16th Feb get to speak to someone else who tells me the item is out of stock and was out of stock before Christmas refund finally received 21st February.
 
I ordered a new Nikon EN-EL14 battery from Amazon on Sunday 19/02/2012 and when I got the order confirmation from them saw that it would be coming from FotoSense. I received a confirmation email from FotoSense on 20/02/2012 and the item was delivered on Wednesday morning 22/02/2012. I might have been lucky but I cannot complain about their service. Customer reviews on Amazon give them a 97% positive rating.
 
Yep - as posted in the other recent Fotosense thread - I won't ever use them again. Took around 3 months to get my money back, and only by getting my credit card company to deal with it... Terrible aftersales service, terrible communications, and a terrible refund process.. Never again!
 
Maybe Fotosense's Amazon service is better than their own web service. I bought a tripod head and spare plate from them through Amazon. Delivery was quick and the price was very competitive.
 
cymruchris said:
only by getting my credit card company to deal with it...
Click to expand...

If you paid by credit card, then report them to your credit card company now - they have said that they are offering a refund, so explain that to the credit card company and let them help you chase it down!
 
I really dont want to say anything bad about any company but I just want to warn you about the refund process from fotosense.

After a year and a half of problems and multiple returns for repair of an item which never worked, I informed them I wanted a full refund of that item from the order.
I made them come and collect the item.
It took me a couple of months of phone and email contact and them failing to return my calls as they promised they would. Many times they said they'd put the money into my account and it never went in.

Eventually the money did go into my account but in a way that caused great concern.
The item to be refunded cost about £350.
They first took out about £500 from my credit card account.
Then they refunded me £850 later the same day.

So technically I got my money back, but I was lucky that it didnt bounce when they took out all that money off my credit card when all they were supposed to do was put money into it.

It scared the hell out of me that they could do such a thing so I'll never shop with them again.
 
That echoes my experience :) Sounds like when they're good they're good, and when they're bad they're incredibly bad..
 
Well I have used them twice and the service has been excellent granted the knowledge base is a little thin....But they have beat everyone on price and the service I got was spot on - backed up all the research I had done and steered me away for buying what I did not need also.....

I have visited them and bought on line - BUT on both occasions I have called first to check stock levels and made sure I am going to get what I want when I need it....

Sorry to hear you have had a bad experience......sucks when that happens
 
I ordered the same item from WEX at 15:30 on Thursday, arrived Friday morning and that was standard delivery.

But in the rush I forgot to use Quidco :lol:
 
When I complained about **** poor service from them on here, I got shot down in flames and told to stop being so petty.
I didnt realise recieving faulty and used goods when I ordered new was petty.
Glad its not just me that will never use them again.
 
I was going to order from them quite a substantial order many months ago, but considering its not too far from me I thought I would call. If first impressions are to go by I was right, I never even got out of my car. Came home and thought stuff it, its worth paying the extra from WEX and its here next day.
 
Placed an order with them last week via Amazon for an 'in stock' filter. It was still showing as awaiting despatch today, so I chased it down only to be eventually told the filter was actually out of stock and my order had been cancelled. Useless and a waste of time!
 
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