“My experience with SOTEL was the worst customer service I've ever had. My coffee machine bought on Amazon arrived broken, with buttons that did not work properly, and it took THREE MONTHS to get my money back. When pressing the button to start making a coffee, the water kept pouring continuously. I requested a refund in the usual way and SOTEL agreed to a return by Evri. However, the company sent a label with no QR code. When the label was refused at the Post Office, I contacted Sotel asking for the correct label. Their response was "just re-programe the buttons on the coffee machine". After several emails to the company and no response, Amazon took over and told me to post the item at my own cost from the UK to Sotel in Germany, so that Amazon itself could refund the cost of the machine plus the £47 postage throgh the Amazon A To Z Return process. As soon as Sotel received the returned item, they provided the correct label with QR code which they had previously refused to send. This triggered Amazon to cancel my A to Z Return, as Sotel was now saying they had provided the right label for me to return the item, even though they waited until AFTER they had received the coffee machine back from me at my own cost! Finally, three months later, I have received my refund from Amazon for the broken coffee machine and international postage. I would reactive a ZERO STAR review for Sotel Electronics if this were possible.”
“Extremely bad experience. Do not order from them. You will never receive the item, and they will not issue a refund.
Despite reaching out, they ignored my requests, and I noticed the product I ordered was relisted for sale. This behavior feels dishonest, and the lack of customer support is unacceptable. I wouldn't recommend doing business with them.”
“Dangerous Goods - Risk of Fire/Injury/Property Damage/Death - Sued in Small Claims Court
Bought a coffee machine from Sotel (£141.88) that sparked/burnt my plug socket, made a loud bang, and almost burned my partner.
Returned the machine on the understanding I would receive a full refund, which was never given (and Sotel kept the machine).
Sotel argued that the coffee machine was fine, but that the EU-UK plug adaptor was at fault (they supplied the adaptor!).
Sotel's MD was exceptionally rude and combative. Sued Sotel and awaiting court judgement.”
“Worst company on the planet,sent me a used toaster,I returned it the MD said it had the wrong plug on it so having put the right plug on (l assume) said it was fine.I never said it wasn’t working I said it was an old toaster which it was it was filthy inside.then the MD said it was a different serial number on the one I returned,to the one they sent me,why would I send an old toaster back I don’t have a lot of old toasters lying about.he finally said the toaster didn’t come from his company,what a horrible person,still waiting on my refund for returning his old toaster”
“Wish I had read this page before ordering! I ordered a coffee machine for £183 but received a large blender. I had to pay a substantial amount on top to return the item by post- to Germany. The seller has acknowledged receipt but won’t refund me because I left a bad review (criticising the fact that the item was wrong and I had to pay a further large amount for postage.)
The MD has responded to my enquiry about the refund by saying he’s not going to be helpful because I left a bad review! What terrible service.”
“Reading the bad reviews on here 100% resonates with my own experience especially reports of how utterly unprofessional their, of all people, MD was - Heiko Somorowsky. It makes sense that the company is so bad if they employ someone so completely disinterested in providing a half way decent service. They still - one month later have provided no update on my refund of a faulty iron and I suspect as they are so bad will do all they can to avoid refunding me. Sotel is honestly the rudest, most unprofessional company I have ever dealt with. They sent me a faulty product and from the very start of the return process their emails were openly hostile with a littering of exclamation marks and question marks, as if the fault was a gross inconvenience to them and they could not be bothered. At no point whatsoever did they do what any respectable company would do and apologise. The marked absence of any professionalism makes me wonder what sort of people actually work there…given the bar is so low. Avoid. Avoid. Avoid.”
“not happy, a purchase of £200, cannot be returned, i wanted to return it within 2 horus of receiving it, THEY REFUSED poor customer service AVOID !!!”
“Most terrible service I've ever dealt with. I asked for a repair, because their item was a counterfeit product. I paid for more than £400 for a Roborock vacuum cleaner and it was broken in months. I asked for a repair and they replied they don't mind I should contact the manufacturer. After I asked the details of the manufacturer (why didn't they send it in the first place?) they said I should google it. No help at all. I then contacted the manufacturer and they said, I should deal with the seller, which is true, as this is the law. I then asked them again and then I realised that the item can't be oiginal, as in half year the second part is broken. So contacted them again and again no help. They are absolulety useless and stole my money, doesn't even follow the law. Disgusting. I reported them to the Trading Standard through CAB. I hope no-one will get the same 'service" as me.”
“This is by far the worst experience I’ve had with a company shopping online (and I shop online a lot. I could write an essay but I’ll refrain.
I waited 7 weeks for a Sodastream that was apparently sent to me twice but I never received. Instead, I received a printer, which the company didn’t know I had received so if I didn’t tell them they never would have realised their error. How is that possible nowadays? They sent me a random email saying the Sodastream was returned and did I want a refund. But, where was it returned from and why? I didn’t do it. The two must’ve been mixed up but the company couldn’t / wouldn’t come to that conclusion.
So I sent back the printer (I had covid over Christmas so was delayed but they didn’t miss the printer in the first place, so it shouldn’t matter, right? Wrong!) and was assured my Sodastream was now on the way. The printer took 4 days to arrive to them and the tracking was available from beginning to end. I waited 2+ weeks for my Sodastream, with no tracking, was told it was in London (see pics) only to be told 2 days later AFTER they received the printer that I could get a refund or the item sent to me ASAP (I don’t think they know what that means). So the Sodastream wasn’t in London and I was lied to by several people in various correspondence. Great, just great.”
“If I could give zero stars I would. This is a vile, rude and dismissive company. After getting in contact to try and discuss a reimbursement due to a significant price change within my returns period, I was told I was being impossible and unreasonable and that if I was unhappy I should return the item and repurchase. I was then put in direct contact with the Managing Director, Heiko Somorowsky. I raised my concerns directly and asked for a resolution to which I was told ‘I don’t have the time to read your email.’ After this I asked for guidance from them to return the item as per the instructions on their previous emails to me and on their website. They told me to do what I liked and it was up to me and didn’t attempt to find a resolution. Finally they said that they won’t discuss the matter with me any further.
I have made the decision to return the item with full tracking and insurance and get a refund and if for any reason they try to block this refund which I imagine they will, I will open a PayPal dispute and am able to provide full written evidence of their behaviour.
What little guidance they did provide on the returns I have followed as advised, however I have little faith they will refund me and will instead attempt to keep my money.
I wish I had read the reviews before engaging with this company. They are unprofessional and very rude and dismissive. I would advise everyone to avoid dealing with them in every and any circumstance.”
“I ordered a Bosch Standard eBike Charger. The item was exactly as ordered and with the required three-pin plug. I received it on the day predicted.
Recommended professional service.”
“Late delivery of a damaged item. After saying it was the manufacturers fault, sent me details of a company that wasn’t the manufacturer. After more confusion their answer was simply to ask us to find a welder to fix it ourselves. But then refused to pay the going rate for welding, and said instead that we need to package and send the part back to them - on our own time at the post office because they don’t want to send a courier.
Abysmal customer experience. Avoid at all costs”
“After trying to source a specific Samsung subwoofer, which the retailer I bought a soundbar through, and even Samsung couldn’t supply, with some trepidation I ordered one from Sotel. No problem, it was delivered from Germany on the earliest predicted date, in perfect condition. I would definitely recommend them.”
