Have your say & ask the experts

drtom:

This thread has me rather worried. I visited the shop in Birmingham on Saturday 7th Feb and ordered some Nordost cables. I was promised delivery by the middle of last week but so far nothing. I spoke to them on Friday and was told that there was a delay in getting the order from the supplier and that I should now expect delivery by the middle of next week. Having subsequently read this thread I am troubled that I may never see my cables. I will of course post an update if and when I have further news. In the meantime, I would not recommend this company to anybody.

Hi Tom

Thanks also for your comments. As discussed, the interconnect shipped out and should arrive tomorrow latest and were of course sent recorded delivery. We used to send items with a value under £30 non recorded but we are starting to send all UK items recorded to ensure every item is trackable.

As discussed when you originally placed the order in store, the speaker cables would take slightly longer than usual as the Nordost distributor had just changed. Atacama are the new distributor and they are doing a fantastic job, but some custom speaker cable lengths (as ordered) were due on their next shipment and this was the reason for this delay. As discussed, these will ship as soon as they come into stock (which should be within the week) and we can also credit the discount discussed on these which I hope makes up for the delayed delivery

Kind regards

Alex
Director
www.audioaffair.co.uk

Aeis:

I ordered a set of Atacama gel pads 4 months ago (paying via paypal) and I'm still waiting.  They tell me they've shipped them twice but no joy.

Hi

Sorry to hear this - as previously mentioned items costing under £30 used to be sent standard mail (they are now being sent recorded to avoid this in future). It's very rare that an item is lost in shipping but if they have still not arrived, please e-mail us with your order number and we will send you another set by recorded delivery.

Kind regards

Alex
Director
www.audioaffair.co.uk

grdunn123:

I have finally received my order and it's actually correct too......I will not be using again though. The guy I spoke to was unhelpful and interrupted almost evrything I tried to say. Awful customer service! Hope they see this.

Sorry to hear that - we had a member of staff leave following a few occasions of poor phone manner as this is unacceptable. We have new customer services staff starting soon, one of which will manage a new dedicated after sales number and we are dedicated to always improving service wherever we can. Hope everything is ok with your order

Kind regards

Alex
Director
www.audioaffair.co.uk

audioaffair:

Thanks for your comments. Hope everything is still sounding good with the Roksan Kandy set up - £780 was one of the lowest offers we had for this system. Are you looking to upgrade your speakers? We recently started stocking the new Acoustic Energy Radiance range which are worth a look for a good match with the Kandy

Kind regards

Alex

Director

Hi all. 

Unfortunately my experience dealing with this company also matches the many disgruntled people recounting their stories here. I spent £471 on an Atacama Pro XL SE Stand and was disappointed to find that two critical components were missing from the packaging. I have written to this enterprise and was assured by Alex that he would be speaking to Atacama and would be sent the replacement parts within two days if appropriate. Needless to say that I haven't heard anything since, despite spending a considerable amount of time and effort ringing both their Freephone number and their Birmingham line on the hour every hour yesterday. I now have nearly five hundred Pounds Sterling worth of scrap metal cluttering up my front room simply because quality control seems to have taken a back seat these days.

I'll be posting my experience of dealing with Audio Affair on as many forums as I am member to in the hope that potential customers may be warned off dealing with this Internet retailer. My advice is to stick to traditional bricks 'n' mortar retailers when  spending your hard earned cash. There may be slight savings when buying over the internet but when you take into account the cost of putting right any mistakes in order accuracy, missed deliveries, incomplete orders and anything else that can go wrong then it surely is a false economy. I consider this a painful lesson learned the hard way.

Regards,

Madskillz

Madskillz:

Madskillz

Hi, thanks again for your order. You called us when it was received to say these were missing and we agreed to send a spare set. These were ordered from Atacama immediately, arrived today and shipped out first class for delivery tomorrow. We confirmed this by e-mail this morning. We did everything possible to get the replacement part out to you as it was of course outside our control that these were missing from a product which was brand new and sealed.

Kindest regards

Alex
Director
www.audioaffair.co.uk

VoodooDoctor:

Madskillz, have you phoned Atacama? I have needed spare parts for my stands in the past and they have been very helpful. May be worth a try.

Atacama are indeed extremely helpful - we've shipped hundreds of Atcama stands to delighted customers and it's rare that something is missing from an order, but as in this case, if there is any item missing, we will do everything possible to send the replacement part needed free of charge as soon as possible 

Kindest regards

Alex
Director
www.audioaffair.co.uk

I've just discovered this thread and am rather glad I didn't see it earlier... I have used Audio Affair twice in the last month for online purchases and have had no problems at all with their service. My GS Novo headphone amp was ordered on 24 February, shipped on 26 February and arrived as promised the following day.

My ex-demo NAD C565BEE was ordered at lunchtime on 19 March and arrived at midday on the 20th. I was able to track the package online as soon as I received the 'shipped' email. Can't ask for more than that, really.

I would certainly use them again.

I am sorry that I have been slow to post an update in this thread.

The interconnect did arrive as promised following my previous post. The speaker cable also arrived today. I do appreciate that there have been significant problems obtaining Nordost cables in the UK as I believe the UK distributor has recently changed. When I spoke to Atacama shortly after my previous post they confirmed that the order had been placed with them at the time I placed my order with Audio Affair and the delay has been due to lack of stock in the UK. I did find it frustrating that it was suggested that my cables would be with me in less than a week when I placed the order more than six weeks ago, however.

Nobody else I spoke to before my purchase had the cables in stock so the wait would have presumably been the same and the Audio Affair price was by far the best I was quoted. Knowing I was going to be waiting this long I may have listened to some alternative options instead though. They do sound absolutely amazing though so I am very pleased with the end result

Tom

Bought pair Tannoy Mercury F1 Customs from Audio Affair which were delivered prompty but packaging slightly damaged and stained. Speakers top notch though. Did order a Mission M3AS same time and was informed awaiting stock however only later informed product discontinued and they would cancelled my order. However, was given the option of an alternative product (Mission MVC) but I did not persue and I got a full refund. Also purchased Mission M3C2i that took over 2 weeks to deliver. I did chase my order but I did not get a single reply from Audio Affair within this time to update on my order until an email (eventually) to say it had been shipped. Product did arrive promptly once shipped status confirmed and in perfect condition. Cannot fault DPD courier on delivery. On the whole recent experiences with Audio Affair ok, but feel the very competitve prices take president over customer service(!) Seems a bit hit n miss dependent upon product purchased from my experience.

Hope this helps