Warehouse – MHStar Saint Neots
4 STATION RD
ST NEOTS, Cambridgeshire
Bear in mind that ‘Amazon’ are preventing ‘poor’ or ‘bad’ reviews from being published on their website about this company.
The item is to be returned as too small for adult male use. I have already initiated a return, and wish to have a pre-paid label for return according to Amazon return policy.
Good morning, We are sorry that you would like to return your item. Please kindly note that we would be happy to offer you a 15% partial refund on it, if you are willing to keep the item and not return it back to us. If not, please inform us so that we can provide you with the returns information regarding a full refund. Please note that you are responsible for the return shipping as we are unable to refund you the return costs. And we would not provide pre-paid label as it was provided by Amazon. Kindest regards. Ruby On Sunday, January 23, 2022 at 2:22 PM, [e-mail address removed] wrote:
Dear Ruby Please be advised that under UK Consumer Law we are entitled to a full refund and you are obliged to pay for the return postage as your advertisement breaks Trading Standards (through misleading and incomplete information). Please provide a) a fully prepaid return of postage label and b) a full refund. Thank you.
Good morning Thank you for your message. We are sorry that we are unable to provide a prepaid label. In order to proceed with the collection and full refund, we would require you to nominate a suitable collection day between 09:00hrs and 18:00hrs that we can arrange a courier to collect your item. Please advise a working date that best suits you and we will arrange a collection to match you request as best we can. The earliest collection date available is from 27/01 onwards. We apologise for any inconvenience caused and await your response for confirmation. Best wishes Olivia On Monday, January 24, 2022 at 8:57 AM, [e-mail address removed] wrote:
Collection date on Thursday 27/1 will be fine. From the same as the delivery address.
Good morning, Thank you for your message. I can confirm we requested to arrange a collection with our courier Tuffnells for 27/01/2022. We are currently waiting for a reply from the courier, we will notify you as soon as we have further news. Please note collection will take place any time between 08:00-18:00 hrs on the above date. Please send us a message once your package has been collected, confirming collection has been successful. Kind regards, Winnie On Monday, January 24, 2022 at 7:26 PM, [e-mail address removed] wrote:
Good morning, Thank you for your message. I can confirm a collection has been booked with our courier Tuffnells for 27th January, as requested. Please note collection will take place any time between 08:00-18:00hrs on the above date. Please send us a message once your package has been collected, confirming the collection has been successful. Once notified, a full order refund will be processed. Kind Regards, Winnie On Tuesday, January 25, 2022 at 3:26 AM, MH Star UK LTD wrote:
We have waited in from 8am – 6 pm (all day) – as per your instructions – and no courier has arrived to take the unwanted goods.
Good morning, Thank you for your message. We are really sorry to hear that such issue happened. In regards to your query, we have sent an e-mail to ask Tuffnells about the reason why collection failed and request them to rearrange soon. Once there are any updates, we will notify you soon. We again apologise for the inconvenience caused. Kind regards, Sophia On Thursday, January 27, 2022 at 6:16 PM, [e-mail address removed] wrote:
Please provide a full refund in accordance with UK Consumer Law – which stipulates that it is your legal responsibility to arrange collection and not ours. We do not have to ‘wait’ for you to fulfil your legal requirement of pickup before we are granted a full refund.
Good morning. Thank you for your letter. I can confirm a full refund has been logged. Please allow 3-5 working days for the funds to be credited to your account via the original payment method used for purchase. In order to proceed with the collection again, we would require you to nominate a suitable collection day between 09:00hrs and 18:00hrs that we can arrange a courier to collect your item. Please advise a working date that best suits you and we will arrange a collection to match you request as best we can. The earliest collection date available is from 03/02 onwards. We appreciate your efforts to resolve the issue and ask you to contact us again should you require any further assistance. Kind regards Olivia On Friday, January 28, 2022 at 11:06 AM, [e-mail address removed] wrote:
Please arrange pickup for the date 3.2.2022.
Good morning, Thank you for your message. As per your request, I have messaged the courier Tuffnells to book a collection for 3rd Feb. we will let you know the Collection FBK number. We thank you for your patience and cooperation in advance and will be in contact shortly. Kind regards, Movas On Saturday, January 29, 2022 at 10:32 AM, [e-mail address removed] wrote:
Good morning, Thank you for your patience. I can confirm a collection has been booked with our courier Tuffnells for 3rd Feb as requested with reference number FBK868722. Collection will take place from the following address; MO100-390 Please note collection will take place any time between 08:00-18:00hrs on the above date. In light of the recent Corona Virus outbreak, to ensure close contact is minimised, we kindly ask you to place the parcel on the ground whilst keeping a safe distance from the driver. In addition to this, they will not require a signature. Instead, they will simply ask you to state your name. Please send us a message once your package has been collected, confirming collection has been successful. Thank you for your cooperation. Kind regards, Movas On Sunday, January 30, 2022 at 12:40 AM, MH Star UK LTD wrote:
Both myself and my partner are staying in all day waiting for your courier.
Find attached photo of unwanted product waiting for pick-up!
No refund has been received.
It is now 12:19pm and no pick-up from your couriers.
It is now 14:35pm and no pick-up from your couriers.
It is now 17:58 hrs and we have waited in our home for 10 hours as per your instructions for the second time. And again, for a second time your courier has not arrived. This is terrible customer service.
Dear customer, We are sorry this matter has occurred. This is not the level of service we expect from the courier companies we have chosen to represent us. Due to the circumstances, we do not want to inconvenience you further by requesting a full day for collection. Please could you either keep it as a good will gesture from us, dispose of it/throw it away or put it to some use elsewhere? We apologize for the inconvenience cuased and appreciate your patience. Kind regards, Anne On Thursday, February 3, 2022 at 5:59 PM, [e-mail address removed] wrote:
Good morning I am contacting you from the Customer Care Team at MHstar as we can see from your feedback you are disappointed with the product and the service received We are truly sorry to hear that and we have tried to contact your as we would like to discuss this matter with you to assist you further We will try again and please be assured we will do our best to resolve the case Please accept our sincere apologies for the inconvenience caused. Kind regards Elio On Friday, February 4, 2022 at 1:09 AM, MH Star UK LTD wrote:
What compensation would you suggest?
Good afternoon Thank you for your reply and your patience We will contact you on Monday 7th to discuss the matter Your patience is greatly appreciated Kindest regards Mhstar Customer Service On Friday, February 4, 2022 at 10:56 AM, [e-mail address removed] wrote:
We received a ‘refund’ early this morning – and then almost immediately – your courier arrived at our front-door demanding the product. This contradicts your suggestion below that we give this product to charity. Now, the little children at the local Church playgroup will not be able to keep-fit on an object they lovingly referred to as a piece of furniture similar to that found in a ‘Hobbit Hole.’
Good afternoon We are sorry to hear of your disappointment The refund was processed as mentioned without requesting the return of the item, this is why you received the notification from Amazon before the item was collected, returned and checked by our warehouse team This was offered as gesture of goodwill as the courier failed the collection. We were not informed by the courier that the collection was not cancelled after failing and this is why it was reattempted today without our request. We sincerely apologise once again for the inconvenience caused. Kind regards Mhstar Customer Service On Monday, February 7, 2022 at 10:29 AM, [e-mail address removed] wrote:
That is understandable. As both myself and my partner stayed-in twice waiting for your couriers – and given that both stints lasted 12-hours each – we would require a one-off payment a one-off £50 for time and earnings lost. Thank you!
Good morning Thank you for your reply The collection of the unwanted item was raised free of charge as gesture of goodwill from a third part courier. The courier was provided with the correct collection date and the failure in collecting the item was out of our control. While we do appreciate your disappointment unfortunately we can not assist you this time with your request Kindest regards Mhstar Customer Service On Wednesday, February 9, 2022 at 7:16 AM, [e-mail address removed] wrote:
Well, in that case, we must raise our request for compensation to £100. This will be raised by £50 each time MHStar issues its negative replies.
Good morning Thank you for your reply Unfortunately as mentioned in the previous email we cannot assist you with your compensation request This is our final decision on this matter We apologise once again for not being able to assist you further Kind regards Mhstar Customer Service On Wednesday, February 9, 2022 at 12:12 PM, [e-mail address removed] wrote:
Dear MHStar – under UK Consumer Law you are obliged to provide ‘free’ return postage and as this is a legal requirement – such a facilitation cannot be construed as ‘compensation’. As you are refusing to adhere to UK Consumer Law – our demand for compensation is now being increased to £150.
Good morning Thank you for your reply The size of the item purchased from our company, ASIN number B08CV95BLD, is specified in the listing https://www.amazon.co.uk/gp/product/B08CV95BLD on the “About this item” section and in the pictures. Therefore your return request falls in the category of “unsuitable item”, and according to the Amazon return policies and our return policies you are liable for the return. We have agreed to collect the item free of charge as gesture of goodwill. Your order has been fully refunded on our end and acknowledged by Amazon. As mentioned in the message we sent you on the 10th of February, any previous or future compensation requests will be rejected. Kind regards Mhstar Customer Service
Thank you for admitting liability. The amount of compensation has now increased to £500. In the meantime, I am forwarding this matter to Amazon to adjudicate. Shortly, your listings will be taken down and your selling account ‘closed.’ This remedial action will protect the public from any further ‘good-will’ enacted by MHStar.