eSpares UK
Reviews and Complaints

I placed the above order on 11 July 2023. Despite not having the item in stock they took my payment. They then sent me a weekly automated message saying that it still wasn’t in stock. After 5 months I gave up, cancelled the order and asked for a refund. They confirmed the cancellation but I still haven’t received the refund. On 14 December I emailed customer service but they still haven’t responded. I managed to find a number for a live chat but was put in a queue and when I reached the head of the queue they closed it down saying all their operatives were busy. I can no longer find a number for the live chat or a telephone number. There doesn’t seem to be any way of contacting them. On 19 December I gave them a one star review on Trust pilot and they responded by apologizing and saying they had given me a full refund. If that were true, it should have been in my account by now even allowing for the Christmas holidays. It’s truly a dreadful company.

I can't express how disappointed I am with the time scale to simply send an item not much larger than a credit card only to be received in a damaged condition. A company such as yourselves should know the importance or the condition of a microwave guide, had I of installed it as received the chances of a fire could be quite severe.

I ordered on 17th and received 21st. On receipt I sent a complaint requesting a replacement and here I am, more than a whole week on

having sent numerous emails and without the use of my microwave oven and no clue as to when or even if I'll get a replacement part. 

Mr Stuart Williams

On 18th May, I requested espares to cancel my order and full refund me.

Then, they mailed me back that the order was cancelled and I will receive a full refund in 3-5 working days.

Till now, I didnt received any payment from them.

Because of this, I will not recommend to buy any of their products from this supplier, due to their poor services and totally unproffesional.

I ordered two vacuum hoses, the first one I ordered was incorrect so I ordered the correct one and cancelled the first one, had an email saying they had cancelled the order but they had cancelled the wrong one, they said they had issued a refund but 2 weeks down the line no refund has still been received, no phone number and no chat. I have emailed them several times but no answers are still forthcoming. Worst company I have ever dealt with

A very poor customer experience to be honest. Firstly tried to cancel the order because the machine I bought the part for was beyond repair. Wrote 10 emails to customer services without any reply at all apart from the ticket allocation for my complaint. Delivery arrived left on doorstep without the opportunity to reject it. Another 17 emails to customer services with only two replies. One from Blanca telling me to accept delivery then the would send labels to return. Then ignored every email thereafter. The Adam who apologised and said they had system errors and would send return labels within 38hrs and that was on the 4th April and it’s now the 12th. Again ignored every email reply thereafter. So we are still stuck with a part we advised we didn’t want and spent countless hours writing emails to no avail, this has and is the worst customer service experience I have ever had. Fuming, avoid like the plague.

I have been attempting, without success for the past several weeks, to obtain further information regarding the above part number which is listed on the eSpares website but, unhelpfully, with little detail & no image.

I am in the process of restoring an obsolete Electrolux Z506 vacuum cleaner & require a replacement height adjustable front wheel assembly. It is possible that the above part number might be what I am looking for however, before I place an order I naturally want to confirm the position.

To this end I have repeatedly requested some simple details, namely;

1. An image of the part in question &

2. Sufficient information to enable me to confirm that the part is indeed compatible with the 500 series models.

Throughout the process I have met with a truly disappointing series of responses from the "eSpares Team" clearly indicating that the staff involved have no interest whatsoever in going the extra distance required to deal with my enquiry or to provide a basic standard of customer service. I have even offered to approach the stockist myself provided the requisite details are given to me but without response or comment!

In evidence, the following unsatisfactory messages are quoted (all of which are under Enquiry Ticket Number T11986352);

17/1/2023 from Amitpal Sembi

20/1/2023 from "Yasmine"

24/1/2023 from "Jucel"

30/1/2023 from "Radhiha"

3/2/2023 from "Bilal"

7/2/2023 from "Mohamed".

The desired outcome is quite simply, the additional information I have repeatedly & politely requested. A positive response will lead to an order being placed provided that the part is indeed what I am looking for.

If you can not fulfil what I consider to be a simple enough request than you can at least provide me with sufficient information to enable me to approach the stockist myself.

I placed the above order online with eSpares a couple of weeks ago.

On 17th April I received an email from them ["Exciting news, Order #[protected] has been despatched from our warehouse and is making its way to you right now"] Details of the order were attached - confirming pack of 4 items

It was delivered during Easter week (I was away) but on opening the package yesterday, the pack contained only 1 item (not 4, as stated in the order detail).

I emailed eSpares yesterday advising them of this problem, enclosing a copy of their despatch email and sale detail.

During the course of the following 48 hours I received 2 emails and 2 phone calls from eSpares advising me that they (sales) are following up the matter with their warehouse.

I've just (15:30 26th April) received an email from eSpares stating "our distribution centre and they have notified us that time item is sold as a single and not as a pack and this has now been escalated to our purchasing department to update.

I have sent you a returns pack by email to return this for a refund.

We apologise for any inconvenience caused."

Now, the order I placed with eSpares was for a 'pack of 4' and this was confirmed in their email of 17th April. It may sound trivial, and a relatively inexpensive issue, but online retailing is a cut-throat business and those who can't operate efficiently may (or should) go to the wall.

Right now, I'm awaiting their reply to a strongly-worded email on the matter.

I'll update this complaint after further developments.

Stephen T

advice : don't deal with espares if you are using another service

whilst awaiting part.We spent over 4oo euro on launderette awaiting a washing part part they never sent, after taking the order and the money.

We ultimately had to buy a new washing machine.****************8

If they mess with you on round 1- don't re order for a failed delivery. On several occasions we ordered a part.

It was never delivered.

The part was never available but they took payment anyway.

A

I ordered a replacement element in october 2021 and it has been ok since my oven has not stopped heating up again and I am not having any luck with your customer service.

1st they said it was out of warranty... Well it isn't so I had to go through it all again. Now they are asking for loads of details I have given the order number etc what more do you need?

Every day wasted is another day I can't use the oven.

I need a response and a resolution for getting this sorted...

Hi,

when looking for my part I received a banner notification from your website stating that if I applied code Spring10 to my order I would receive 10% discount.

I ordered my part - order number [protected] - and paid for it and at no point during the purchasing process was I given the option to input any discount codes.

I even contacted your online chat who advised that this usually shows if you return the the home screen and click on the basket. it didn't work.. just two options displayed - check out securely or view basket. Online chat than advised that they couldn't progress issues with the website. As such, decided to order as I need the part.

As such, you told me that I could receive a 10% discount but did not provide me with the mechanism to claim this discount.

I've been waiting for months, all I get are excuses. Jon Halliday, 37 Millbank Square, eh47 0he

The espares website is easy to use and make orders.
However once payment has been made, the customer service is non existent.
Against our better judgement (of not using a local spares shop) and for ease we ordered a tumble dryer belt that was urgently required.
The postage options are poor with no next day delivery however we assumed with a postage charge the items would be delivered promptly - a la amazon!
Received an email confirming despatch, however espares use Royal Mail, possibly the worst delivery service available.
The item never arrived. We contacted customer services and had contact with Safiyyyaahh.
Despite the item being well overdue already, and they couldn't locate where the item was - ie tracking, she still said we'd have to wait 10 WORKING days to be able to file a claim against Royal Mail and only then would they send another item out.
For an £8 item I expected a much better service and more proactivity to sort the issue out.
Do not use Espares unless are certain the item will arrive or it is not urgent as they will not care once you have made payment.

I am not happy about ordering online without human contact to confirm that the part I need will in fact fit my fridge freezer. I have fibromyalgia and find the process too difficult. Please phone me on [protected] uk. I want to place an order with a human being!
In addition to this, I am being asked to make my complaint longer when all I want is some customer service person to person by friendly phone call.
Thank you for your prompt call back

Please help I have been trying to return 3 fridge lower door shelves all sent from espares which are the wrong size. Espares sent 3 shelves all wont fit my fridge., my vrige shelf is 16 inches, the shelves were 17inches too big for the space. I've been trying to return these for 2 for 3 weeks a d one for a week. Ive been emailing return no hassle but had no reply. Espares knew the part wasn't a available and russell hobbs told me when I phoned so why did espares send these 3 shelves knowing they wouldnt fit. I want a return and refund. When I email returns it wont accept my email address and password im gettingnowhere and hassle.

Since the UK left the EU eSpares have abandoned their BFPO customer base without any explanation or reason. Brexit brought with it new regulations for the shipping of items from the UK to addresses inside the EU, particularly to BFPO addresses in the EU.
Compliance with the regulations for BFPO post is quite simple. UK VAT is removed from the order total, a CN22 (or 23) customs declaration is attached to the item and the item shipped using normal domestic routes and domestic rates, the MOD is responsible for onward delivery to the final BFPO location. On arrival at the BFPO destination, VAT is paid at the local rate, along with any additional duties levied against the delivery.
99% of UK companies found the transition to these rules simple, but eSpares deliveries are being returned due to non compliance, with eSpares stating by email that the customer has returned the items, which is simply not true!
Why has eSpares decided not to comply with new postal regulations and chosen to simply abandon their BFPO customer base instead?

After describing the integrated freezer several times to vicki courney, I sent an email with two photos I said "I hope this settles the matter". I got a reply that had a picture of a glass shelf for a fridge, with caption say"buy now" I assume that this was their way of saying [censored] off.
Once iknow my complaint is taken seriously, I can forward all emails.
The first email I sent in response of 1 from vicki courtney was on the 31st may 2021, it had a reference no - t11649039. I got a reply on the 4th jume from vicki.
I sent the email with photos the same day. The reply had no name attached, was sent on the 6th of june

I purchased this item 31/03/2021. I keep getting emails saying the item is due in on such a date and will be dispatched. I still haven't received the item and I've been sent numerous emails giving false dispatching information. I've been extremely patient, and yet again I've received a email saying it will be 04/06/2021.

It's my first time ordering from yourselves, I am waiting on a party that I really need, and all I'm getting is false information.

I've attached all the details below

Ordered the above on Friday night (26th March) paying 8.99 to have delivered Saturday, got a text would be delivered between 6-7pm.
Arrived and thought this envelope is flat, opened up the envelope and found nothing inside apart from an empty plastic bag with a sticker on it saying
Stok No [protected]. ?
Received an empty envelope ? no part
Please respond..., Very disappointed...

Ticket no T11588145

I have waited over 10 working days for a well overdue refund of the wrong products sent.

I used your returns label and I have uploaded proof of my return receipt.
I sent several emails now and none of them are being returned please organise my refund.

I ordered a Coffee Maker Glass Jug on 31/01/21 which was promised to be dispatched on 12/02/2021 as the email stated. I still have not received my order and I am absolutely disappointed. When I placed the order on 31/1/21 I was told it will be dispatched within 10 days and when I recently sent them a message they said it will be 26/2/21 and I am still waiting. Very bad customer service and they keep shifting the dispatch date which is very unprofessional.