Plank Hardware Arvostelua 2 298

Penalising their customers for their errors and declared to not have a formal process to let me raise a formal complaint about it.

I purchased hooks on their website. The next day, they sent me an email stating that they had experienced a technical error and sent me an invoice for additional costs to my order.

I challenged it, stating that I appreciated that they had a technical issue, but that I had made a purchase in good faith and was expecting it to be honoured. I also asked to be sent their complaints procedure, as I was not happy with being penalised for an issue that I didn't generate and said I wanted them to take ownership of their mistake.

They just said that they don't have a complaints process to raise formal complaints and they only do emails. Whilst they said they would escalate to the Head of Operations, they also said that they were off work.

Awful to penalise your customers for your own mistakes.

I like the handles we received, nothing bad to say about that. But this company uses a very underhanded returns policy that is against your consumer rights. They charge you a "restocking fee" which is illegal under the consumer act, if you ask for a refund. However, buried in their terms and conditions, if you ask for a "cancellation of your order" (yes, even after you've received it, they want you to call it that), then they will wave the fee, which of course they have to, as it's your right when you order goods online, to change your mind within 14 days without being penalised for it, for any reason! Very shady way to grab more money from customers, which is a shame, as the products are already on the pricier side, and there is no need to play games like this. I would strongly recommend this company to stop this, and be transparent about customers statutory rights instead of banking on the fact most people won't know this. You have lost what would have been a repeat customer.

Love the products! Great quality and great selection! Also. Great customer service and care afterwards! Thank you!

Disgraceful returns policy. Do not order with this company.

After ordering a handle with plank I initiated a return as the handle was not quite what I needed. My order was less than the amount required for free shipping so I paid the cost of the product plus a £5 shipping fee upfront. Fair enough.

Upon returning, I incurred a very dubious £5 ‘restocking fee’ which effectively meant I received less than the original cost of the order itself (ignoring the shipping fee entirely).

Not sure I’ve ever returned an item where I got less than the original cost of the product itself back! Feels underhand at best.

Great service and product, about to order loads more so thanks.

Excellent products beautiful packaged and great service. Highly recommend and would use again.

Great website, arrived on time, good quality handles

Really pleased with these handles. They are nice and heavy and look classy. Customer service was fabulous on returning superfluous items. Definitely recommend

great products, swift delivery

Excellent customer service helped me sort out one small issue and I’ve ordered several items for my home renovation. Quality is fantastic and very lux.

Great products and service

I cannot rave about this company enough. I desperately wanted some unique handles for a large set of cupboards I was renovating and had spent months searching something that would match my bobbin design. Then suddenly, I found Plank Hardware who did bobbin handles in different sizes too! I was ecstatic! Delivery was super quick and packaging to protect the handles was brilliant: they even wrapped up the fixings for each individual handle separately! And my cupboards look beautiful! Thankyou Plank Hardware…we will be back!

Very happy with two pendant lights I ordered and the great customer service I received. I ordered the lights to collect and was able to pick them up two hours after ordering. I showed up on foot and with baby in tow (my mistake!) but the helpful guy at Plank found me a big sack and helped me pack the boxed lights so I could carry them to the bus stop. Have recommended to others - thanks guys!

Good satisfying products and helpful service. I bought a toolbox for myself and another as a gift. Wish I needed some new light switches too, very tempting

Easy to order, quicker than anticipated delivery and the handles we ordered for our built in's are phenomenal quality.

Loved my hooks. They were exactly what I was looking for. Thank you.

Such great quality and solid, coupled by the fact it looks great.

I purchased a kitchen tap and really impressed with the item and the packaging. I purchased other items during the sales as well and it arrived so quickly. I have never heard of plank but they were selling the tap which I liked the look and quality of and I am so glad I did purchase it from them and was not disappointed.

Really nice quality products,

Great quality goods and delivery as promised.