[Simon PolarBrite]

Hi all,

I just wanted to get a chance to reply and explain the situation regarding the tread "Polar Brite !!! Warning !!!!!" as i never got a chance to before it was locked.

!!!!!!!!!!WARNING!!!!!!!!

Be very carefull when buying items from this company,
what is advertised on there websie is not the product you receive

they sell cheap alternatives

!!!!!!! You have been warned !!!!!!!!!!!!!!

To cut a long story short Mr South Window Cleaning Ltd bought what he believed to be an Unger scraper after looking at our website.

I picked up the order not noticing that the the picture on our website was out of date (and was of an Unger scraper) and packed the Silverline scraper that we now sell in its place.

The scraper is the same price as the Unger scraper except it comes with 10 spare blades.

After receiving a answer phone message regarding Mr South Window Cleaning Ltd being outraged by the Scraper I gave him a call and offered him the chance to return the scraper for a refund. It was then mentioned that it would cost as much to return the scraper than the original price paid.

I was of the opinion that it wasn't a big issue when the phone conversation ended shortly after that, he did mention he would just chuck it in the bin, so I left it at that until we noticed the strange thread on here.

I would have offered to replace it but as mentioned previously we no longer sell the Unger Scrapers.

If I can help with anything I will try to.

If you have any questions please feel free to message me.

Kind regards,

Simon
PolarBrite

[paul ette]

Lol it's only a scraper not worth moaning about really

[supernova77]

Hi all,

I just wanted to get a chance to reply and explain the situation regarding the tread "Polar Brite !!! Warning !!!!!" as i never got a chance to before it was locked.

Quote
!!!!!!!!!!WARNING!!!!!!!!

Be very carefull when buying items from this company,
what is advertised on there websie is not the product you receive

they sell cheap alternatives

!!!!!!! You have been warned !!!!!!!!!!!!!!

To cut a long story short Mr South Window Cleaning Ltd bought what he believed to be an Unger scraper after looking at our website.

I picked up the order not noticing that the the picture on our website was out of date (and was of an Unger scraper) and packed the Silverline scraper that we now sell in its place.

The scraper is the same price as the Unger scraper except it comes with 10 spare blades.

After receiving a answer phone message regarding Mr South Window Cleaning Ltd being outraged by the Scraper I gave him a call and offered him the chance to return the scraper for a refund. It was then mentioned that it would cost as much to return the scraper than the original price paid.

I was of the opinion that it wasn't a big issue when the phone conversation ended shortly after that, he did mention he would just chuck it in the bin, so I left it at that until we noticed the strange thread on here.

I would have offered to replace it but as mentioned previously we no longer sell the Unger Scrapers.

If I can help with anything I will try to.

If you have any questions please feel free to message me.

Kind regards,

Simon
PolarBrite

Just sounds like "one of those" customers to me!

[South Window Cleaning Ltd]

sold as unger scraper:

[Clever Forum Name]

Christ. Speechless.

[Nathanael Jones]

All that fuss for a poxy £4.99 scraper???

Someone needs to go back on their meds!

[robert mitchell]

sold as unger scraper:

What exactly is the problem?

The pic was out of date , he apologised and offered you a refund.

sounds like pretty good customer service to me .

Have you never made a mistake?

Remember , the man who never made a mistake , never made anything.

[Dave Willis]

That's shocking! I would be straight on the phone to the Sun.

[PurefectWindowCleaning]

Unbeleivable Jeff

[windiewasher]

sold as unger scraper:

A £4.99 scraper lol
all the fuss over a scraper.Shocking behaviour.
I hope you apologise to polarbrite as they offered your money back.
Classic.

[brad t]

MODS ban him for not posting   

[wfp master]

scrapping the barrel moaning about a scraper. . do the unger ones have go faster stripes.?

[paul13]

This forum just keeps getting better

[wfp master]

10 spare blades i hope hes ok. that silverline scraper might have cracked him up.

[wfp master]

MODS ban him for not posting   

hes having unger withdrawals.

[rosskesava]

I cannot believe that the original complaint was over a scraper?

Sorry Steve from PolarBrite if it's not but is this all a wind up?

[Don Kee]

Thats bang out of order having the wrong picture of the scraper...

I'd go on an unger strike.....

[Clever Forum Name]

Thats bang out of order having the wrong picture of the scraper...

I'd go on a unger strike.....

Like it lol

[p1w1]

lol unbelievable what a complete tool  ..thanks polar brite for clearing that up.

[CleanClear]

sold as unger scraper:

I'm with you, if i ordered a Unger scraper and got that, it would be going back. Actually i would expect it to be collected. Its their mistake (Polarbrites) for putting a wrong photo , description or whatever and to be honest they should have just refunded you with no quibble as its not what you ordered.
    You should of said that in your original post as well its no good giving half a story leaving us all guessing. And, causing Polarbrite to respond here.
 I don't think you handled this well at all, and i don't think Polarbrite have either.

[trippyboy]

 Some ppl really enjoy making idiots of themselfs

[robertphil]

the fact he was asked to return it first to then get his refund is proof enuf for me that polarbrite are rogues

 if you run an online catalogue you cannot tell me you dont look at your images -yeh you do , you hoped to make a quick buck selling a cheapo  imitator ,  9 out of 10 buyers would just suck it up

[G Griffin]

I cannot believe that the original complaint was over a scraper?

Sorry Steve from PolarBrite if it's not but is this all a wind up?

Don't you start; it's Simon  .

[South Window Cleaning Ltd]

sold as unger scraper:

I'm with you, if i ordered a Unger scraper and got that, it would be going back. Actually i would expect it to be collected. Its their mistake (Polarbrites) for putting a wrong photo , description or whatever and to be honest they should have just refunded you with no quibble as its not what you ordered.
    You should of said that in your original post as well its no good giving half a story leaving us all guessing. And, causing Polarbrite to respond here.
 I don't think you handled this well at all, and i don't think Polarbrite have either.


This is my point?
they sold an item knowing it was not the one advertised,
why should I have to take time out of my day to go to the post office and pay to return it,
its there attemt to con people with cheap products,

look at it this way if you went to buy a gardiner slx 25 from alex and he sent you a brodex pole you would be unhappy, then when you phoned him he said send it back at your expence and time and i will refund you (same thing)

[rosskesava]

So why didn't you post that information to start with?

Mistakes do happen but I would have expected PolarBrite to pay the return postage as it was their mistake.

[South Window Cleaning Ltd]

This is my point?
they sold an item knowing it was not the one advertised,
why should I have to take time out of my day to go to the post office and pay to return it,
its there attemt to con people with cheap products,

look at it this way if you went to buy a gardiner slx 25 from alex and he sent you a brodex pole you would be unhappy, then when you phoned him he said send it back at your expence and time and i will refund you (same thing)

Maybe should of given more info to start with, just very angry with them, and there lack of customer service,

[SeanK]

Your missing the point guys, yes he could have returned it but why should he be out for
postage costs.
I got the same from a company on Amazon, ordered a set of folding ladders.
The set I received wasn't the set advertised. (cheaper version)
Complained and was told if I posted them back then I would get a refund only it was going to
cost £50 to return them with a private courier.
They knew my only option was to keep them as they only cost £100.
In my opinion Polar Brite are in the wrong doesn't matter if its £1 or £100.

[Don Kee]

All sounds a bit unger hand to me....

[andyM]

I don't know how much South Window Cleaning Ltd. paid for his "Unger Scraper" but the one he was sent is advertised for £2.82 on the Polar Brite website.
Maybe if I were the seller I would of just refunded the money straight away as a gesture of goodwill.

[Clever Forum Name]

All sounds a bit unger hand to me....

I think you may have unger done it with that joke.

[Don Kee]

All sounds a bit unger hand to me....

I think you may have unger done it with that joke.

 

[Stephen.C]

This is my point?
they sold an item knowing it was not the one advertised,
why should I have to take time out of my day to go to the post office and pay to return it,
its there attemt to con people with cheap products,

look at it this way if you went to buy a gardiner slx 25 from alex and he sent you a brodex pole you would be unhappy, then when you phoned him he said send it back at your expence and time and i will refund you (same thing)

Maybe should of given more info to start with, just very angry with them, and there lack of customer service,

Did you know the pubs are still open? chill out man.

[Clever Forum Name]

All sounds a bit unger hand to me....

I think you may have unger done it with that joke.

 

I need to get a life lol. Sat here laughing at Unger jokes lol

[Don Kee]

All sounds a bit unger hand to me....

I think you may have unger done it with that joke.

 

I need to get a life lol. Sat here laughing at Unger jokes lol

I dunno buddy, i'm the one here making them up....

At least you unger stand them


 

[Pro-Smart]

This is my point?
they sold an item knowing it was not the one advertised,
why should I have to take time out of my day to go to the post office and pay to return it,
its there attemt to con people with cheap products,

look at it this way if you went to buy a gardiner slx 25 from alex and he sent you a brodex pole you would be unhappy, then when you phoned him he said send it back at your expence and time and i will refund you (same thing)

Maybe should of given more info to start with, just very angry with them, and there lack of customer service,

Did you know the pubs are still open? chill out man.

Cinema's open too - heard the "Unger Games" film is pretty good... Although when you come to watch it, it might turn out to be  Mickey Mouse instead  

[mikeyfaerosyth]

May only be a scraper but they went about it in a underhand way and fobbed him off.

Very frustrating to be fobbed off by companys like that.

Now we know how they deal with customers I wont ever use them.

[davids3511]

May only be a scraper but they went about it in a underhand way and fobbed him off.

Very frustrating to be fobbed off by companys like that.

Now we know  how they deal with customers I wont ever use them.

I agree, if the had treated him with respect when he complained they wouldn't have got this negative press.   They should have either sent him what he paid for, paid for the return or just refunded and told him to keep it (what I would have done). They treated him with a hint of contempt which you isn't a good sign.

[Simon PolarBrite]

Good evening,

Just for your information, It was advertised as the following

"Safety Scraper"
"Pocket size holder, blade retracts into holder for safety when not in use. (Not supplied with blades)."

It was not specifically advertised as an Unger Scraper, the picture was the type that Unger, Contico, Hillbrush etc stock.

Below: The type of scraper we used to sell, exactly the same as the Unger scraper.
http://www.conticospraychem.com/DI.php?t=P&l=W&s=2164.jpg

Below: The image that was on the website, again I apologised for the image being wrong and updated it as soon as he notified me. In hindsight I should have phoned him before and given the option of a different scraper instead of just sending it out, maybe then I would have avoided all the drama.
http://www.polarbrite.co.uk/image/cache/data/product/safety-scraper-500x500.jpg

From a personal point of view its difficult to keep up with all 536+ products online and make sure they are the correct price, description, image all of the time. Even manufacturers will slightly change a design and then not inform the distributor before they send the product out, does that mean they are out to con us?

If it was me personally I would probably be irritated that it was the wrong type, however as they are the same price, both do the same job and being offered the option of a a refund I don't think I would be to upset about it.

In short I have learned from this innocent mistake and can only apologise once again.


Kind regards,

Simon
PolarBrite

[Dave Willis]

Considering the piffling amount of money here why did you just not send the correct one out or just cancel the payment as a good will gesture?

I think you both need your heads banged together to be honest 

[rosskesava]

I always curious as to why companies don't refund the postage especially when it's their mistake and I think that is part of the issue even though it's a small amount.

It's good that Simon replied though and for once it's nice to read that someone in a company admits they made a mistake albeit an innocent one.

[richard groves]

All sounds a bit unger hand to me....

I think you may have unger done it with that joke.

 

I need to get a life lol. Sat here laughing at Unger jokes lol

I dunno buddy, i'm the one here making them up....

At least you unger stand them


 

If you think that's funny , you guys should meet my mate stanley, he'd have you in stitches

[pt]

Now i know why I only visit this site every couple of month.

[SeanK]

I always curious as to why companies don't refund the postage especially when it's their mistake and I think that is part of the issue even though it's a small amount.

It's good that Simon replied though and for once it's nice to read that someone in a company admits they made a mistake albeit an innocent one.

They don't refund because they know as its a small amount the customer will take it no further
and until forums like this and others came along they could get away with it.
I look at it this way if they are that miserable with a small amount then what would it take to get a larger
amount back.
To many good customer friendly companies out there to waste money on the like of this one.

[robertphil]

bring back the birch

[G.W.C]

window cleaning warehouse has just done the exact same thing to me.
ordered a charger for my backpack,they sent a different one to the pic they had on site.
I called them to get it sorted and they agreed to refund me INC P+P if I posted it back.
received the refund today without P+P lol.
they can keep the £3.90
I will not be shopping there again

[South Window Cleaning Ltd]

So MR polar Brite started this post to be little me !

Best he reads all the comments as most agree with me,
its not the amount, (its only a couple of pounds) its the fact I have to return it at my cost

Think your be littleing of me has back fired,

should of just refund,

and I am about to buy a new gutter vac system dont think I will be buying it from this lot (along with some of the other cleaners that have commented)