Company details for SMS Food Equipment

SMS Food Equipment

This company is by far the worst customer experience I've witnessed in my life. I bought an item 3 months ago which, by fault of my own, I could not power. Before buying, I explained that I had a small shop, and wanted to ensure I could power it, they explained how said item was so many horsepower, voltage, etc. All seemed well so I ordered via email, paid via bank transfer and received an invoice. Upon delivery, the item appeared to be three phase which I could not power. I was sent images of the product but not of the power chord. So I asked for a return immediately under my cooling off period. The item was returned about a month later, and I was refunded the majority but less £100 despite being told I would be fully refunded. I rang and asked why, they said it was the shipping charge despite them saying I'd be fully refunded. They said I'd receive a call that day about it, no call. I rang almost every day since then and was always told I'd receive a call that day and never once did. I emailed today saying I was fed up of waiting (after all this had gone on for 3 months due to serious lack of communication) and saying what grounds I had to be fully refunded and that I would do a chargeback or take them to small claims court as nobody was communicating with me. The people I spoke to in the office were always kind and nice to speak to, but never called me back when they said they would. Then I got a call from a despicable man called Joe. He was screaming and balling at me, lied to me, saying I specifically said we could power three phase which I most certainly did not as I didn't know what it was, he called me stupid, and that I didn't know what I was doing and he was going to bill me for more shipping costs. He used sexual dominance over me, spoke down to me, called me names, shouted at me and intentionally insulted me. When he put his point across, and I tried defending myself, he said if you don't shut up I'll hang up and block you. So I went silent while he explained his side. He said he'd paid £320 for delivery costs but only charged me £100 but because I was a "b***h" he was going to charge me the rest. When I tried explaining my point and defending myself he said I don't care, I'm sick of you and hung up. If someone rang me on day 1 and explained that then that would have been the end of it, but they dragged it on and on and on, so I chased and chased just wanting an answer which led to Joe ringing me, abusing me but had the cheek to call me abusive when I was just chasing them to give me an answer, I dont think I was mean in any way, I always apologised to the staff for them having to deal with it because I knew it wasn't their fault. I was dumbfounded by the way Joe spoke down to me, he never once let me say my side of the story, he just screamed and shouted at me for 10 minutes and then hung up when I tried saying my peace. Absolutely disgusting service and they should be punished for that. FYI - my side was that, a. I was never sent an image of the power cable and I never saw it in person. B. I never signed any terms and conditions yet Joe said I did because they were on the invoice (but putting something on an invoice makes it benine as I didn't sign anything because I spoke via email?). C. I returned within my window and by law, they are obliged to refund me in full. D. They specifically said they would refund me in full Now, this is only £100 so I'd have let it go if they called me straight away, but this was weeks ago and I've just been strung on and strung on then got shouted and screamed at by some small irrelevant man. Granted, they did say on email once, it was three phase amongst many other numbers and letters but as I didn't know what three phase meant, I didnt know that it made such a difference, when I spoke via email, I expressed concerns about powering it due to voltage etc. But they never once asked me if i could power three phase or highlighted the significance of it. At least Joe got to call me stupid (amongst other rude words) for that, I hope it made him feel better. As I'm sure you can gather, I would not recommend this company to my worst enemy and I will be reporting them to their governing body. I will not be spoke to like Joe spoke to me, he should be ashamed of himself. The staff at SMS are great and I do apologise if this backslashes them but I would certainly recommend using a different company for food equipment.

By Anon Anon - 09 September 2021