Felgains Reviews

Thank you so much - and we'll look forward to seeing you again :)

Good to hear - thank you, Karen!

Lovely feedback - thanks Marie!

Great, thank you!

Zoe - we apologise sincerely for what happened with your order, but we must also set the record straight on the assumptions you have made.

It is categorically untrue that this was an attempt to get away with sending you a secondhand model. That would be far below the ethics we've operated on for almost 50 years. This was a very unfortunate mistake which we tried our best to rectify as quickly as possible.

We believed we had sent you a new and unused model. It had been unboxed for fitting your accessories. You are right that the charger was missed in repacking, and it then transpired we had sent you a model that had been returned by another customer and it was not in brand new condition. This should never, ever have happened. As Barry mentioned, its completeness and condition should have been picked up during the PDI and accessory fitting and it wasn't; this has been thoroughly investigated and dealt with internally so it cannot happen again. As soon as we realised, we offered you an immediate replacement. Understandably, you were very unhappy with us and asked for a full refund instead.

There was no attempt to hold on to your money. Once we process a refund, it often takes a few days for it to go through our respective bank's processes before it is credited to your bank account.

We apologise if our response times were not quick enough, although the dates & times you mention do not tie up with our records. We were certainly not ignoring you, but were organising a collection and full refund for you.

These points aside, we accept we still fell short of our usual standards with your order and we're very sorry. We hold our hands up for our mistake and have been honest about what happened.

However, we are confident that, with the overwhelmingly positive feedback we receive and our Which? Trusted Trader endorsement, we are what we say we are: an honest family firm with a solid reputation built up over decades.

Brilliant, that's what we like to hear - thank you!

Great, thanks Alexis!

Fantastic feedback, Jules - thank you! And we'll look forward to seeing you again :)

Thank you, David for a great review!

Great to hear, Jackie - thank you!

Thank you so much Denise for your kind review!

Great news, thanks Lorna!

Thank you so much Maureen, and you're very welcome!

Thanks Edward!

Vg, thanks Victor!

Thanks Gary - that's what we like to hear!

Thank you for a lovely review, Virpi!

Great to hear Sue, thank you!

Thanks John!

Thanks Alan - glad you're happy!