Re branch: Estrada Nacional 125, Lanka Park I, Armazem 11, 8200-856 Albufeira
Although the staff are friendly and polite, this experience has left me completely disgusted with Norautos customer service. Having purchased a Pioneer stereo from another retailer, I visited the branch over a month ago to ask what parts I would need for installation believing they were knowledgeable, and could help. The customer Service assistant told me he would contact their suppler, find out, and email or call me to let me know. He took the make and model of my car to ensure he ordered the right parts. A week later I'd heard nothing, so went back to the store to chase up. Another assistant told me he’d take my name and number and have the original assistant call me back. Another week passes and nothing so for a third time I go back, this time the assistant takes again the make and mode of my car, and sends an email to the supplier while I’m with him. A few days later I get an email saying the parts are ready to collect, so I go back for a fourth time. Why this could not have been done the first time I visited the store I can’t understand. Instead I had to make a total of four trips and wasted over four hours visiting the branch to purchase the parts.
I got the stereo fitted to then find out the leads to connect the steering wheel controls, sold by Norauto, were the wrong item. It didn’t fit, instead I had to spend more money and waste more time ordering the correct part from another seller.
I went back to Norauto for a refund, since this was an error on their part. The assistant knew the make and model of my vehicle, yet made a mistake in ordering the incorrect part. I was shocked to be told that because their supplier has recently decided to refuse refunds on certain items, I was unable to get my money back. This is absolutely appalling customer service. Not only did I have to make four unnecessary journeys to get the product in the first place, each time waiting to hear back from Norauto who failed to contact me to update me, I was then mis-sold a product by an assistant who took the make and model of my vehicle, to be told I can’t get a refund because of their suppliers unclear policy. Had I been made aware of this at the time of purchase I would have re-considered buying from Norauto in case something went wrong. But a complete lack of transparency has now lead to this. I was offered a credit voucher with extended validity, which I used to buy some windscreen wipers while waiting to speak to the store manager to try and resolve the situation. I still have €103 on the voucher which I was looking to get refunded onto my credit card – only to be refused – also by the store director who visited the branch the next day and was told about the issue.
I am a Norauto customer dealing and transacting directly with Norauto – what their supplier does or doesn’t do is no concern of mine and should not have anything to do with the relationship I have with them as a business. Adding to that the fact this is an error on their part – they had all the information they needed to order the parts, yet they got this wrong. Which would have been ok – mistakes do happen – but any professional business who understands what good customer service is would take accountability for their error and offer full compensation. Plus the fact I went through so much hassle to get the part in the first place… has resulted in a lost customer with no hesitation in telling my friends and family about this terrible experience.
Update: after my last call from Norauto telling me there was nothing more they could do, they called me back that afternoon and offered me a full refund! Shame I had to go through all of that, but grateful for the eventual positive outcome.
Norauto is rated 2.0 based on
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Avenida dos Cavaleiros 49