Customer service from hell. I am now two weeks into a "next day" delivery of diffusers for my softbox. First, they charged me a fortune for next-day delivery, then didn't send it, claimed that another... Näytä lisää
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Katso, mitä arvostelun kirjoittajat sanovat
I've ordered many times from Essential Photo and I wouldn't go anywhere else. Their products have really helped me to grow in my photography business and I wouldn't go anywhere else for new gear!
Great service, and price, they had it in stock, lot of other companies on back order. Kept advised via email through out the process, and arrived on time. Why would you use anyone else ?
I’ve placed two separate orders with this store. One through their eBay shop and another directly from their website (order number #47916). Both experiences were excellent. Each order arrived the... Näytä lisää
Yritys on vastannut
Yrityksen tiedot
Yrityksen kirjoittama
A British company based in Birmingham, EssentialPhoto & Video specialises in studio lighting equipment and accessories for photography and videography industries. Our range includes studio flash, continuous/LED lighting, light modifiers, stands, backgrounds and much more. An Official Partner with Godox, we also stock a huge range of Godox lighting and accessories, including the brand new KNOWLED range of professional TV and Film video lighting. We offer first class service on amazing products, but if you have had a negative experience with your order, please don't hesitate to get in touch with our Customer Support team at info@essentialphoto.co.uk and we will do our best to make your experience 5-star!
Yhteystiedot
EssentialPhoto & Video, 48 Brick Kiln Street, DY5 1JG, Brierley Hill, Yhdistynyt kuningaskunta
- 01215523113
- info@essentialphoto.co.uk
- essentialphoto.co.uk
4,5
Erinomainen
1 t. arvostelua
Pyytää asiakkailta arvosteluja
Tämä yritys pyytää asiakkailtaan arvosteluja – olivat ne sitten hyviä tai huonoja
On vastannut 93 %: iin saamistaan huonoista arvosteluista
Vastaa yleensä 1 viikon sisällä
Kuinka tämä yritys käyttää Trustpilotia
Tutustu arvostelujen ja arvosanojen lähteisiin, pisteytykseen ja moderointiin.
You want a refund? We'll make it as difficult as possible.
They have your money and they will do their best to prevent you getting it back even though they sent you a faulty product.
Appalling customer service and such a confused and complex policy to return an item and claim a refund.
Pixapro/Essential: "Send videos of the fault.... now send an explanation of the fault...follow our tech dept's advice. Okay the fault is still there, but our tech experts say you should now try this....send more evidence of you doing this.....Okay, still faulty so do what we told you to do in our first email...oh, sorry, we sent you a template email without reading your email....Okay, send it back for our tech divas to test it and we'll let you know how we get on...."
Me: "If you don't offer a refund I will make a claim in a small claims court."
Pixapro/Essential: (Aggressive phone call): "Ignore our last email, it shouldn't have been sent. Send the product back and we'll give you a refund. No hard feelings, ay?"
28. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Rahil, thank you for your feedback. We understand your frustration and apologise sincerely for any confusion caused during your case.
Regarding our returns process, the reasoning for this was outlined to you when you reached out via Social Media, and our team explained that the process for requesting information and videos of the problem you're experiencing is in place as this allows us to suggest any possible solutions so that you can try to get your unit working at home. We understand this may feel tedious, however we find that we can often resolve faults like these without the customer having to send items back and forth, therefore making it easier and faster for you where possible. Unfortunately in your case, these suggestions were already attempted or did not work, which is why we have now proceeded with the next steps for your case and provided the returns label for you to send this back.
Please be aware that AT NO POINT did we refuse to proceed with the process of a refund or replacement or allude to you not getting a refund, before or after your threats to go to small claims and post your experience online. You were already within the process to refund or replace this, and the steps outlined above are part of this process, and are followed with every customer who experiences a fault with their item. The refund/replacement is the last step in this process and was going to be actioned regardless, when it became clear there was no at-home solution to your problem.
In regards to the email template received, we do apologise for any confusion caused as a result of this. While the template did include some relevant information for your return, and the pre-paid returns label was supplied for you also, the irrelevant information from this should have been removed or clarified by our team.
We understand that you're looking for the fastest possible resolution for your case, so we would now advise to return the item with the supplied returns label, include your order number and information in the parcel so this can be identified, and our team can get this processed swiftly when received.
Thank you for your time and patience.
My experience with this seller is not…
My experience with this seller is not great. Deceitful advertising, customer service not great either, i won’t use them again.
2. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi there, we are very sorry to hear of your experience with us. Please be assured that we did not falsely advertise the availability of the products you purchased, and that we clearly stated that these were Special Order Only on the product listings and in the product titles of the confirmation email you received. We do always aim to provide an accurate estimate for timeframe for these products on request.
As for your refund, we do apologise sincerely for the delay with this, but can see that this has since been processed and should be back in your account. We will pass your feedback to the team for future reference.
thank you for great customer service…
thank you for great customer service and answering all my question . recommend to all searching around
8. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Luke, thank you so much for your positive review! We’re glad to hear our team were able to assist with all your questions! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
I’m very happy with my order from this…
I’m very happy with my order from this webshop. The delivery was quite fast and everything arrived in good condition. Overall, I’m very satisfied and would definitely order again.
12. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Tai, thank you so much for your positive review! We’re thrilled you’ve had a great experience with us, and we are happy to assist you with any new equipment you’re looking for in the future! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
It's exactly what I ordered
It's exactly what I ordered,
Delivery came on time
7. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Aklass, thank you so much for your positive review! We’re thrilled to hear you’re enjoying our products, and we’re glad to hear how easy your experience felt! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
always exceptional service
always exceptional service, very pleased with the 10% discount which is always there from previous purchases. Plus the points system always makes a difference. can highly recommend.
13. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Michael, thank you so much for your positive review! We’re thrilled to hear you’re loving our loyalty points system! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
Easy ordering and absolutely no fuss…
Easy ordering and absolutely no fuss with delivery. Always good quality equipment and now my go-to for everything, great all round!
30. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Alex, thank you so much for your positive review! We’re glad to hear you’ve enjoyed ordering with us! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
Always a pleasure to deal with
Always a pleasure to deal with. Great service. Always very helpful with any questions. Fast dispatch. Well packed.
26. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Lee, thank you so much for your positive review! We’re pleased to hear you’ve had such a great experience shopping with us! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
Godox x3 trigger
Had what I wanted ordered and received the next day excellent company to deal with and great customer service
3. heinäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Andy, thank you so much for your positive review! We’re glad to hear you had such a positive experience with your purchase from start to finish! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
Not recommended GO ELSEWHERE
Bought a CITI400PRO a battery powered studio flash (currently >£500) with 2yr warranty. Received in good condition checked and flashed it a couple of times. Put it away safely in a dry spot. Take it out to use it 15 months later - dead battery.
Now advised about a complex periodic battery maintenance procedure not mentioned or communicated at time of purchase. Despite 2 yr warranty EssentialPhoto want £25 to 'reset' my battery. Terrible customer service. Despite what others say I have had a different experience.
Not recommended GO ELSEWHERE
As an ADDENDUM to the reply by EssentialPhoto below:-
AT NO TIME DID THE TEAM OFFER TO WAIVE THE FEE
25. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Ian, thanks for your feedback, and we're sorry to hear you've not been happy with your experience. Please be advised that we do state clearly in our warranty policy that batteries are subjected a maximum of 6 months warranty. We do aim to provide as much information as possible around proper battery care for our lithium-ion batteries, including semi-regular charging top-ups to stop them from going into protection mode and requiring reset due to the battery's nature, size and output. Leaflets providing this advice has been included in customer orders since January 2022. I can see that our team offered to waive the labour fees for this reset as a gesture of goodwill despite the length of time since your purchase, so if you would like to go ahead with this please let them know and we'd be happy to proceed.
Update 07/07/25 Hi Ian, we have reviewed the email thread and do apologise that the waived fee wasn't made clearer to you by our team - to clarify, the £25 fee quoted for the battery reset is after the £25 labour fee on top of this was waived, and the return postage for the battery to be sent back out to yourself was also waived, making the total £25 maximum. If you would like to go ahead with this reset please kindly let our team know via email and ensure this battery has been returned to our warehouse before Thurs 24th July to proceed.
Good special offers and prompt service.
Good special offers and prompt service.
DPD delivery is prompt and easy to redirect if necessry.
5. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Bob, thank you so much for your positive review! We’re thrilled to hear you’ve had such great experiences making purchases with us and that our courier has been stress-free too! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
Terrible service and customer focus
Terrible service and customer focus
An order was made on June 9th for Godox flashes, the payment went through, but we received a message that they did not have the flash in stock, it would only appear in August. Why couldn't they have informed us about this right away, and not after the payment was made. We applied for a refund, they said that the money would be returned in 13 days. 13 days passed, of course we did not receive any feedback, much less a refund. After another message that we still had not received a refund, they wrote back that the application was sent as urgent and we needed to wait another 24-48 hours. The situation is irresponsible and stupid, be careful when ordering something from this site
9. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi there, thanks for providing your feedback. Please be assured that all out of stock products are advertised as such on the product listing before purchase, stating "Out Of Stock, Pre-Order Available" for your attention.
Regarding your refund, we did advise this would take between approximately 5-10 working days, and this was processed within this timeframe. We do apologise that you weren't satisfied with your shopping experience and will pass your feedback across to our team for their notice.
Design fault
When there is a problem with a product this company expects the customer to take on the postage costs. I recommend trying another company first.
28. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Chris, thanks for your review, and we're very sorry that you're not happy with your experience. After viewing the details of your case, we can confirm that the adapter you purchased was not faulty, which is why we have been unable to provide a pre-paid returns label for your return. We understand your concerns that the adapter you purchased was functional, but not to your particular preference, and have also noted that you have since purchased an alternative product that would allow you to achieve your desired lighting effect.
Please be aware that you are still within your returns period to be able to send this back to us, but that we must request for this to be back with our warehouse by 27th June for this to still be eligible for refund.
Quick as a Flash :-)
What made the experience great?
The sheer ease of ordering, good tracking, speedy delivery and let's not forget a good price.
The AD200 Pro 2 was ~£50 cheaper than most other mainstream stockists.
29. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Mark, thank you so much for your positive review! We’re so glad to hear how smooth your experience was with us! Your feedback is greatly appreciated, and we’re looking forward to serving you again soon!
Softbox
Easy online purchase, quick delivery and the product quality is spot on. Minibox 60 is a delight, quick and easy to open and store, compared to the Elinchrome standard softbox.
7. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Mike, thank you so much for your positive review! We’re thrilled to hear your enjoying our products, and we’re glad to hear how easy your experience felt! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
Great Customer Experience
Very user friendly, easy to navigate website. Equipment delivered quickly, well packaged and in good condition.
2. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
"Hi, thank you so much for your positive review! We’re so glad to hear our website made your purchase feel smooth! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
good honest pricing and fast delivery
25. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Peter, thank you so much for your positive review! We’re glad to hear you’ve enjoyed ordering with us! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
There were no complications
There were no complications. The order arrived on time and in good condition.
9. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Paul, thank you so much for your positive review! We’re glad to hear you’ve had no issues from us at all, and we hope your kit is still going strong! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
Very happy customer
Super fast shipping and my backdrop is of such great quality, I am so impressed and very happy with my purchase
13. toukokuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi Sue, thank you so much for your positive review! We’re glad to hear you’re loving your product! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
My order was dispatched and delivered…
My order was dispatched and delivered very quickly. The item I ordered, the BD-07 Barn Door Set for Godox AD200 Series and Pixapro PIKA200 Series Pocket Flashes, is a great addition to my set up. It’s very easy to use and versatile for product, macro and even some portrait photography.
2. kesäkuuta 2025
Oma-aloitteinen arvostelu
Vastaus yritykseltä EssentialPhoto & Video
Hi David, thank you so much for your positive review! We’re glad to hear the new kit is working well and you’re having a great time using it! Your feedback is greatly appreciated, and we're looking forward to serving you again soon!
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