Horrible business policies that violate UK Consumer rights
Highly concerning business.
My item eventually arrived after a long period where it was “delayed” in shipping with no updates. I reached out to splash blanket who said they would follow up with DHL but were very quick to say that they could not guarantee I would receive my item as I had unticked the box to pay for additional shipping insurance.
Here are some responses pasted directly from my email communications with the company:
“We’ve looked into your order and noticed that the Route Package Protection was removed/not added at checkout. This protection typically covers lost, damaged, or stolen packages, and without it, we’re limited in what we can guarantee on our end…
… while we’ll do everything we can to support the claim, a replacement isn’t guaranteed.”
“For reference, during checkout, we display a disclaimer advising that declining Route Package Protection means Splash Blanket is not responsible for parcels that are lost, damaged, or stolen during transit.”
I had to have a very concerning email exchange with the company pointing out that this would be a violation of my consumer rights under UK consumer law and they had a responsibility for the package until it had been received by me regardless of any additional “insurance” offered at checkout. They did not seem to care and continued to respond trying to claim they had no responsibility to either provide the item I ordered or give me a refund.
I was fully ready to issue a chargeback on my credit card when the item finally arrived over a month late, but I would never purchase from this company and would actively warn others not to do so too. I’ve never had a worse customer service experience that put me off a company so entirely.