Maplin a Retailer from Hell & Sennheiser their associate!
On 08.04.2018, I called at a Maplin store and asked for advice as to the best Headphone for my new Nokia Mobile phone as the original was too wide for my ears. I was advised Sennheiser CX 2.00i Ear-Canal Headphones for iOS would suit my needs particularly with 2 years manufacturer’s warranty. I duly paid £39.99 for it and for the past three weeks I have been delighted with it however, this week has started working erratically “ the on and off button is haphazard and lost the volume up and down (none of which works”
Today 29.04.2018 I took the complete headphone with its original packaging to Maplin-Blackpool where I met the staff from Hell! Where my complaint was dismissed outright and no replacement or refund would be provided. I asked to see the manager, the 6’ 2” tall chap I was talking to would not give me his name and immediately ripped his ID off his chest. I then heard a voice in one of the alley who would not speak to me direct and at a distance saying “I am Denis and I will not replace the headphone” I then stated “could you state in my writing for their refusal, the response was “we don’t write or sign” I then asked whether I could film it their response and the reply was “no comment”
What was important that luckily the camera on my cycling helmet was working fine and the whole of incident was recorded throughout which I will upload on YOUTUB and post my review on Trustpilot upon any response both from Maplin Head Office and Sennheiser the manufacturer within 14 days, both of whom I have sent a copy of this e-mail.
Having done investigative work and the law, I am well aware of my The Consumer Rights Act 2015.
From: Maplin Head of Customer Service
Date: Mon, Apr 30, 2018 at 2:14 PM
Subject: RE: Maplin a Retailer from Hell!
Need help? Contact Us or 0333 400 9500
Thank you for your email, although I am sorry to hear that you are not happy with the responses that you had form our store.
That said, due to Maplin being in administration I can send you over our returns and refund statement from our Administrators PWC, which reads as follows:
As you are aware, Maplin went into Administration on the 28th February 2018. in this instance PwC our administrators have asked I respond on their behalf.
To try and help answer your query, please review our updated Returns and Refunds Policy below.
For all Goods purchased prior to the 28th February 2018:
The Administrators are unable to honour any returns or guarantees prior to 28 February, and I'm afraid we will not be able to refund or exchange this product. If not, you can make a claim from the Administration estate, and a claim form can be provided upon request.
This would mean that you will become an unsecured creditor of the Administration, at the end of the Administration you will receive a dividend proportional to the value of your claim, and the level of other creditors.
Please note we cannot advise at this point what the timing or value of any dividend will be.
For all goods purchased in Maplin Stores from the 10th March 2018
All goods are sold as seen and no refunds or exchanges are available unless the item is faulty If a fault is identified and confirmed, and you can provide the relevant receipt information, an exchange can be authorised within 30 days from the date of purchase. If we are unable to offer a replacement product then a refund can be authorised within 30 days from the date of purchase.
Sennheiser - contactcenter
Apr 30 (9 days ago)
Thank you for your email and sorry to hear of your experience in Maplin's.
I am also sorry to hear that you have experienced a problem with your Sennheiser product. All Sennheiser products are covered by a two year warranty, so we can replace this for you under warranty. Could you please send me a copy of your proof of purchase from Maplin's and confirm your delivery address? I will then get the replacement sent straight out to you.
Whilst Maplin's are an authorised reseller of Sennheiser products, we as the manufacturer are not in direct control of their staff or their actions. Ordinarily in such a circumstance we would escalate this via our sales representative, to their management team. However, since Maplin have recently gone into administration, I am not sure we would get very far with this.
I trust that replacing the product for you under warranty will be a satisfactory resolution for you, but should there be anything further I can do to assist you please do not hesitate to contact me. .
Tel: 01628 402200
Apr 30 (9 days ago)
Email to; Sam Davison
Good afternoon Sam,
Thank you for your prompt response and please see the attached response
received from Maplin earlier today regarding the issue.
I would have been happy yesterday if the staff or manager? at Maplin to
take the item back to you for checking for fault before dismissing my
concern outright. The customer service skill a lot to be desired for.
I would be still happy to post the item to you to check at my expense
before repair or replacement is considered. Further more I would be even
happier to pay the difference if any of your product is suitable for my
needs; listening to music whilst cycling and answering phone if needed.
Please find the attached purchase receipts as requested.
Apr 30 (9 days ago)
Thank you for contacting us. We have assigned your request to a ticket number:
We will contact you as soon as possible. For further questions regarding your request, please reply to this email with your ticket number in the subject field.
Thank you very much for your interest in our products and services!
Your Sennheiser Customer Support KG Wedemark Germany
Sennheiser electronic GmbH & Co KG
Am Labor 1
08.05.2018, 3:17 PM (23 hours ago)
Any indication what is happening to the headphone replacement? ticket no. C180430-0286
09.05.2018, 3:17 PM (23 hours ago)
Tel. Call to Robert, Service Dept. @ 12:54, Sennheiser
Any indication what is happening to the headphone replacement?
The response; leave it with me, I will sort it and get back to you today.
I am still waiting!!!!!!!!!
The worst customer service ever and have I been conned in broad daylight by both Maplin and Sennheiser?! Court application is my next port of call.
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