Name: Eckman
Rating: 1.54

“I ordered an Eckman 2-in-1 Chainsaw &Hedge Trimmer in August 2015. When it arrived,the chain was missing from the parcel so I contacted them immediately and it is now November and I still have not received the chain they owe me,so to me that is stealing from a loyal customer.”

Helpful Report

Posted 8 years ago

Please accept my apologise for the delay in dealing wit h your query I have today left a message for you - I will try again later Thanks

Posted 8 years ago

“A 1 star rating is one too many for this company, in my opinion. Placed an order for two items on 27 October 15: 1)Tap jackets £9.99 2) LED Solar Gutter lights £14.99 (both plus total postage of £4.99, which represented the cost to send the two items - only one was sent, see following) and waited a reasonable time before contacting them re delivery. I had had no response from them other than an order acknowledgement (no indication of items being out of stock, or any "we have dispatched your order" type documents, both of which are usual these days with organised mail order companies). On 13 November I received a package, however, purporting to fulfill part of my order and with documentation indicating the jackets were out of stock. The package contained incorrect items, and was returned to Eckman, AT MY OWN COST, the same day as I received it in view of the company's stringent returns conditions. A further call revealed that the tap jackets (designed to protect exterior taps from frost) were not expected in this country until February! (almost Spring). On this call , and having already returned the incorrect Solar lights, I then instructed cancellation of the whole order. I received a cheque for £14.99 on 18 November, which is not an unreasonable turnaround (had it been for the correct amount!). Another call today (19/11) tried to explain to a member of customer services who 1) did not listen properly. 2) refused to allow me to talk to anyone in a senior capacity. 3) Refused to reveal the name of the company directors. I asked for an email from the company to confirm the action being taken, and, perhaps not surprisingly, nothing has yet appeared in my inbox. For anyone else meeting the resistance in information re Directors, the internet informs that they are: David Charles Eden, and Melvyn Stuart Eden The company is based in London (29 Welbeck Street, London, W1G 8DA I will never, ever, be dealing with this company again, having had an unfortunate experience in the past with a miss-described item”

Helpful Report

Posted 8 years ago

I am sorry to hear of the problems that you have had with us regarding your order. I have tried to contact you today. I have refunded the balance of your order for you. Please accept my apologises regarding this

Posted 8 years ago

“Beware this company sells poor quality goods and has very poor customer service. I bought a 1000W electric multi-tool from them in July of this year. Although I paid for next day delivery, I waited in for the delivery but nothing came. Eventually, after three days, I received a card through the door. By a strange quirk of fate I had not properly locked my side gate so the couriers had managed to leave the parcel by my back door. At first the tool seemed good; it performed as I expected, although the noise and vibration levels were much more than I would expect, especially when the term "professional" is used in much of Eckman's advertising. After I had used the tool six times, however, it started making a load growling noise accompanied by a lack of rotation on the tool head, consistent with a gearbox failure. After I contacted Eckman they said via email that they would collect the tool on the day of my choice after the 4th November. I replied that I would like the tool to be collected on the 6th November. Surprise, surprise, the 6th November came and went and there was no collection or reply from Eckman, although I had taken a day off work to wait for the collection. As I discovered when the tool was delivered they clearly have no concept of the calendar. I am now left with a totally useless heap of junk for which I have paid good money, which Eckman are not willing to provide a way for me to return to them.”

Helpful Report

Posted 8 years ago

Thank you for your review I am sorry to hear of the issues that you have had with us - I have emailed you as I would like to discuss the problems that you have had with us Thanks

Posted 8 years ago

“I have recently purchase the 3000w leaf/vac blower. What an absolute waste of money. It is another example of a defective product manufactured in China I should have listened to the wife and gone to B & Q for a recognized brand!!!”

Helpful Report

Posted 9 years ago

Thank you for your review I am sorry that you have a faulty product. I can see that our customer services have emailed you today. If you could reply to the email and we can arranged a collection for you Thank

Posted 9 years ago

“Bought a hedge trimmer which was supposed to be lightweight. It wasn't. Phoned to return it and to be fair it was collected when they said it would. Now the problems - getting a refund. Had to phone three times before they actually refunded me, but only the cost of the item. Have not refunded postage costs as per their website. Have emailed them three time already, no response. Will probably now have to phone them (on their premium rated phone number) and demand that they give me a full refund. Good company if you are not planning to return anything to them. Customer service dreadful.”

Helpful Report

Posted 9 years ago

Thank you for taking the time to talk to me today I am sorry for the problems that you have had with your order. I can confirm that the remainder of the refund was done for you today Thanks

Posted 9 years ago

“Eventually got a repayment, but only after my bank put pressure on Eckman, not when Eckman told me it was being repaid. So thank you Halifax and my advice is still don't touch Eckman.”

Helpful Report

Posted 9 years ago

“I purchased a rechargeable battery lawnmower from Eckman on 14/7/15 for £204.98. When we received the lawnmower we were unable to charge the battery fully so it did not work for more than 30 seconds. We rang customer service and they said they it was probably faulty and that they would send a replacement battery. When the replacement battery arrived it was the wrong battery (it was for one of their hedgecutters). We telephoned them and they said they didn’t hold that battery and asked us to return the one they had sent and the lawnmower; given they were at fault I asked that they arrange for the goods to be collected and that we wanted a refund for faulty goods. Having by then seen the very negative comments online about this company I decided that we didn’t want a replacement. Eckman arranged a collection for the items on 21/8/15 - the item was not collected. I telephoned and a second collection date was arranged for 1/9 - the item was again not collected. I telephoned and a third date was arranged for 9/9; they said they could ‘guarantee’ it would be collected and that they would send an email to confirm. Nothing was received and again the item wasn’t collected. I sent two emails 10/9/15 and 11/9/15 to which I had no response. I phoned them on 11/9/15 and they agreed to collect the parcel on 15/9/15 and told me that they would refund the money immediately. The parcel was collected on 15/10 by Yodel. By 12/10/15 I still had not been refunded so I phoned customer service. I was told that the staff member would email the refund department, and copy me into the email, to find out what had happened. She told me ‘I should hear today or tomorrow’. No email was received and no contact made. I emailed Eckman on 18/10/15 to demand a refund. I received no reply. I phoned again on 23/10/15 and spoke to Louisa. She said it had been passed to the accounts department for payment. I asked to speak to accounts but was told this wasn’t possible as they deal with them only be email. She said it had been passed t them for payment on 16/10/15 so I should just check my account to see when it is paid. I complained about this and she said she would find out when it is being paid and ring me and let me know within the next week. I heard nothing. I rang again today on 6/11 and spoke to Irene. However, on voicing my complaint (I was understandably cross but not abusive), she hung up. I have tried to ring again today but after hanging on for 15 minutes (and being told I was next in the queue) was told by their automated service that they were having a lot of calls and I should ring back later. I just was my £204.98 back which Eckman have kept for a considerable period of time and despite my best efforts Eckman seem unable to manage to refund me. Will be grateful for a response from Eckman on this. Needless to say I will never buy another product from this company ad would urge others to do likewise.”

Helpful Report

Posted 9 years ago

thank you for your review. I am sorry to hear of the problems that you are having with your order. I am trying to ring you and will continue to until I get through Thanks

Posted 9 years ago

“I ordered a leaf blower/vacuum on 6-10-15 and paid for next day delivery. When it had not arrived, I rang on 9-10-15 and after a tortuous conversation I was told it was due to be delivered by 7pm that day. That was a lie. Probably because I had said I would cancel. We were then away for 2 weeks, as I had told them. I had no reply to my email, so rang them. I was told it had been sent on 12-10-15 and had been refused on 19-10-15. That was clearly another lie as we were not there and there was no note to say delivery had been attempted. I was offered delivery on 28-10-15, 3 weeks after it should have been delivered, but only by paying the next day delivery fee. I asked for my money back, but will not hold my breath.”

Helpful Report

Posted 9 years ago

Thank you for taking the time to speak to me today. a per our conversation I can confirm that a refund has been done for you

Posted 9 years ago

“BRANCH SAW SAGA - UPDATE ON PREVIOUS REVIEW Some weeks ago I reported on difficulties I was having in securing a refund from Eckman for a Branch saw which had been delivered minus parts, and which to me, looked like a poorly repacked returned item. Eventually, I received a long overdue refund, so matters have now been concluded. My difficulties started when this defective item was received on 28 August 2015. This is a summary of the most recent events from 18 September, up to the conclusion on 16 October: Friday 18 September: I spoke to a member of staff at 10.25am to enquire why I had not received a refund. He said that a refund of £69.98 had been authorised and should be in my Paypal account by 23 September. Friday 25 September: I spoke to a member of staff, stating that as a refund had not yet been received, I wished to speak to the manager in the refund department. That request was refused and I was told that a refund of £64.95 had definitely been authorised. I reiterated that I was seeking £77.97 to include £7.99 return postage for the defective item. Thursday 1st October 13.00Hrs: As no refund had been made, it was my view that not only was Eckman in breach of its own terms of contract; it was in breach of consumer protection legislation. Spoke to a member of staff who said she would look into matters with the lady who deals with Paypal refunds and would call me back. No-one called back. (No surprises there then). Friday 2 October, 9am: As no-one rang back on 1 October I spoke to yet another member of staff who assured me that all amounts had been authorised and actioned for refund, namely, £64.99, plus £4.99 original P&P, plus £7.99 My Hermes return postage, a total of £77.97. I asked to be put through to the department that deals with refunds to speak directly to them. Was told “we can’t put you through - we only deal with the refund section via e-mail”. Tuesday 13 October: Received notification from paypal of a full refund. (Refund of return postage of £7.99 still outstanding. Friday 16 October: Received a cheque for the outstanding £7.99 through the post. Hence, for me, this drawn out saga is now at an end. Despite Eckman’s own terms of contract stating that they will refund within seven days of the defective goods having been received by them – which in my case was 7 September, it took six weeks, six phone calls and an unanswered e-mail (what’s the point?), for this matter to be concluded. Had I not been persistent and assertive, I can’t imagine how much longer it might have taken. Each phone call entails being placed in a queue. Front line staff - who are clearly under pressure to make sales - serve as an impenetrable ‘firewall’ to keep customers away from supervisors and management. There is only a ‘sales’ department, only a ‘sales’ e-mail address and when things go wrong, no mechanism to resolve the problem speedily and without fuss. It’s ludicrous for Eckman to spend so much effort in spraying sales literature around like confetti, and bombarding people with e-mail sales spam, if they seriously hack off existing customers who are the ones most likely to place future orders if they’re looked after properly. To dissipate customer goodwill in this way makes no sense at all. In the end, I got my full refund after a lot of hassle, and had I got it within the time promised by Eckman, I might have been favourably impressed. As it is, Eckman have lost a customer for good, and I lose no opportunity to warn others off dealing with Eckman, relating my tale of woe. So, the bottom line is that if you deal with Eckman, you ride at your own risk - I've parted with them for good. First impressions count, and no-one gets a second change to make a first impression. Bye bye Eckman. David.”

Helpful Report

Posted 9 years ago

“Bought the leaf blower3000 worked for 10 minutes, blower stopped working then vacuum and shredder seemed to pack up. Don't waste your money. Rake leaves and pick up the normal way.”

Helpful Report

Posted 9 years ago

“Ordered a Eckman 2 stroke power tool 1/10/15 took my money on the 2/10/15 on the 12/10/15 sent a e mail on the 13/10/15 I decided to ring them I finally got through to be told they could not understand how my order had got through when they are out of stock of this item and not ever having them again!!! A email explaining this would have been a nice idea but I suppose whit any company all they want is your money. Very disappointed with them as the order was originally supposed to come within 3 or 4 working days.”

Helpful Report

Posted 9 years ago

with regards to your review I am sorry to hear of the problems that you have had with your order. I apologise that you never received notification that the item that you ordered was out of stock.

Posted 9 years ago

“APPALLING ! 7 WEEKS AFTER ORDER - NO GOODS, NO REFUND, NO REPLY TO EMAILS AND NO SATISFACTION AFTER 3 PHONE CALLS (calls take about 30 minutes! ) 24th August 2015: Ordered (summer garden furniture), paid for: Received email order confirmation 16th September 2015 : Emailed them enquiring when delivery would be made. NO REPLY 30th Sept 2015: Phoned Eckman and spoke with Tracy who took details and who told me system showed delivery would be directly by their supplier. She apologised for no reply to my email and told me there was a note on the file dated 21st Sept that an email had been "recently received". She promised to investigate and phone me back the next day. 1st October 2015: NO PHONE CALL 4th October 2015 : I emailed them. :NO REPLY 7th October 2015: Phoned Eckman and spoke with Kyle who told me system showed delivery would be directly by their supplier; could not tell me when it would be delivered; that Tracy was a supervisor but she was off that day; that Kerrie, a supervisor would phone me back with information re order: NO PHONE CALL 12th October 2015: Phoned Eckman and spoke with Lily (I gave full account of previous contact) who could not find my order and insisted I must have a "customer number" ( even though no customer number had ever been supplied and the 2 previous employees had found it based on Web Order Number, name and address.) Eventually she found it ( from my cc details) and told me system showed delivery would be directly by their supplier etc. She was unable to ascertain whether or not order had been dispatched. Told me that only way I could cancel and get a refund is to refuse delivery of the order and when supplier reported back to Eckman they would then arrange a refund! I told her this unsatisfactory - my contract is with Eckman not the supplier; Eckman has my money - I asked to speak to supervisor. Told that they were all busy on the phones and that Lily would organise for one of them to phone me back. I pointed out that neither Tracy nor Kerrie had phoned me back previously. She was unable to give me a time for such a phone call - it would be whenever the supervisor was not busy.....”

Helpful Report

Posted 9 years ago

I apologise for the delay in getting in touch having read your review I would like to discuss the points that you have made I will email you so that I can contact you

Posted 9 years ago

“ordered petrol multi tool early august money taken out on 19 august not received tool spoken to them twice both times said they can,t understand why it hasn,t been collected. phoned today they won,t refund my money until they have emailed yodel the carriers I have spoken to yodel and they have,nt authorisation yet to collect the tool not looking like I will get anything back”

Helpful Report

Posted 9 years ago

Thank you for your review I apologise for the delay and I am sorry to hear of the problems that you have had. I have checked your details and i can see that a refund was done for you back to the details that you paid with

Posted 9 years ago

“Ordered the leave blower then read theses reviews and wished I had read them earlier! However the blower arrived within the week and I have already used it,so I am pleased to write something here.”

Helpful Report

Posted 9 years ago

“I ordered the Sunjet 300 Solar Powered Water Fountain, on offer at £48.98 on 4th July 2015. Eckman collected the payment straight away, but emailed that delivery was delayed till end July. Throughout the summer the item didn't arrive, no notification of further delays until I telephoned; then on 10th September I said (again) I haven't received it, please cancel and refund. They confirmed on 16th September, to expect the refund within 3 - 5 working days. Today (2rd October), no refund; phoned Customer Services, their records show refund has been cancelled!!! Also they say I have received the item!!! So they are (they say) investigating; I am submitting a formal complaint (their customer services operator knows nothing about that). I will never buy from them again. I'm also looking at some sort of Code of Practice that should protect mail order customers. DON'T BUY FROM THEM!”

Helpful Report

Posted 9 years ago

“Ordered a Branch saw 23 August 2015 - it arrived August 28. Opened the parcel, which was festooned with tape and looked second-hand (IE, possibly returned by another customer as unwanted). The internal packaging was damaged, parts were loose in the box, and the rechargeable battery was missing. Rang same morning asked for an 'RAC Number' to return the defective goods, which was provided. Was told to send back via Post Office - "Just give them the RAC Number". Post office hadn't a clue what that meant (why would they?) and wanted £12.98 to send the parcel. I returned home rang Eckman again and was told that Yodel would collect the parcel the following Weds 3 Sept - could be any time into the evening. Stayed in all day - no Yodel. Rang at 4pm and was told "he's definitely on his way - could be early evening". (Still no Yodel). I rang next day 4 Sept and said in view of being let down, I'd go to the trouble of sending the parcel back via My Hermes, which I did, at a cost of £7.99, along with a letter outlining the reasons for return, proof of cost of My Hermes and asking that they honour their promise of a refund in 7 days, including P&P up to £10.00. My Hermes confirmed that the parcel was received and signed for by Eckman on Monday 7 Sept 3pm. Total refund sought was £69.98 - original cost & postage, plus £7.99 My Hermes, £77.97 in all, to put me back into the position I was in before I ordered the defective goods, which were not of 'merchantable quality' as called for by consumer law. No response to my letter, no response to emails, and no refund. Waited till Friday 18 September, rang to ask why no refund? Was told that a refund of £64.99 had ben authorised - original goods less postage costs. I said that wasn't acceptable as I would be £12.98 out of pocket. Operator said he'd tell the refund Dept to up the amount of refund. A week later, 25 Sept - still no refund, so I rang and said "Please put me through to the manager of the Refund Department". A pleasant young man said "I'm not allowed to do that - I'll get in trouble for not dealing with your query myself". Huh? I said still no refund, and he too said: 'Well it says on the screen refund £64.99 so you should have it by now". I said not so, and reiterated that I expect a full refund of £77.97. He said he'd speak to his supervisor and it should be in by next Wednesday - 30 October. I'm not holding my breath, but that would in any event be a full month after I received the second-hand damaged goods with missing pats, passed off as brand new. Here's how Eckman claim to deal with complaints and queries: Quote: Queries and Complaints: 1. "We aim to respond to e-mail, faxed and written queries within 24hrs of receipt". Truth: They don't respond at all - not ever, not to e-mails or letters. "Our Customer Services can answer your telephone queries Monday - Wednesday 8am - 7pm, Thursday 8am - 6pm, Friday 8am - 5pm, and Saturday & Sunday 9am - 5pm". Sure - they'll put you in a queue, tell you how many are in front of you, then when you do eventually get through, under-pressure operators in their call centre make promises that Eckman don't keep. 2. "In respect of complaints, we will consider the nature of the complaint and will contact you within 14 days of the complaint giving you the result of the enquiries and what we propose should be done" Nonsense - All contact is one way - from long-suffering let-down customers whose representations fall on deaf ears. Note too, the wording of the above - no mention of aiming to resolve the complaint to the customer's satisfaction: 'We'll let you know what we propose should be done". All in all, they don't even comply with their own stated terms and conditions, let alone consumer legislation or good marketing practice. How silly of me to not heed the warnings of legions of dissatisfied customers and to go ahead and place an order with Eckman. I just don't understand how a firm can spend so much money trying to promote it's products, then totally destroying customer goodwill and trust in the company. What Eckman needs to realise is that Goodwill is money in the bank, and trust is like virginity - 'when it's gone, it's gone'. This isn't keeping me awake at night, but it should do Eckman. I wonder if anyone in Management is even aware of the appalling reputation the company has gained through its own actions (or rather inactions)? Makes no sense to me - with such appalling disregard for customers, treating them with indifference and contempt, they must be on borrowed time, surely? Ho hum - I'll see if I get my refund any time soon, but I won't hold my breath! If you're thinking of buying from Eckman, all I can say is 'you ride at your own risk'. Not ranting - just rambling :-) David, in Hull.”

Helpful Report

Posted 9 years ago

“The company will not issue a refund for a hedge trimmer returned to them at my own cost. They told me the refund was processed on 1st September but I have received nothing. My emails to customer services are ignored. OI believe they are intentionally dishonest in their trading practices”

Helpful Report

Posted 9 years ago

Thank you for your review I am sorry to hear of the problems that you have had I have checked and I can see that your refund was done for you back to the details that you paid with

Posted 9 years ago

“Tried to get a spare part for my 4in1 hedge trimmer. Was told not possible, nobody with any technical knowledge, unable to give any clue as to manufacturer, didn't understand the concept of my wishing to speak to someone more senior for advice. I am stunned , how is this company still trading ?”

Helpful Report

Posted 9 years ago

“Ordered by internet Spray n seal buy one get one free ordered and paid for 6 bottles was expecting 12 bottles. First called on 10th September and spoke with Anthony who assured me my order was despatched and would be with me soon Called Julie on Friday 18th September to be told order despatched on 17th September and would be with me soon Order came on Saturday 19th September only 6 bottles not the buy one get one free but 6 bottles only instead of 12. Refused to sign for order. THis company is very dishonest and their averts are misleading. Called and spoke with Yioda who told me that once the bottles are returned they will call me re refund. Will be disputing transaction with my credit card company as I placed the order on the basis of buy 6 get 6 free Otherwise it works out more money than elsewhere. Avoid awful company and dishonest - still awaiting my refund”

Helpful Report

Posted 9 years ago

“It seems like many others I requested a refund, was told everything ok refund would be in my bank within three days. Eckman took payment within 24hrs 8 days later still no sign of the money, called again to be told because I paid by debit card it went through Sagepay and would be delayed by a few days. At time of writing Eckman still owe me £177.98 inspire of promises the refund has been processed Wga”

Helpful Report

Posted 9 years ago

Shipping & Delivery
Delivery Methods	Courier
Average Delivery Time	Over 7 Days
On-time Delivery	Greater than 27%
Accurate And Undamaged Orders	Greater than 76%
Customer Service
Communication Channels	Telephone, Email, Live Chat
Queries Resolved In	Over A Week

Eckman Reviews