Have your say & ask the experts

My experience with AudioAffair is very mixed. I placed three orders with them:

first one (creek earphone amp): i received the email that my order was shipped but the shippment arrived only one month after that. I did not get a reply to an email that I sent to inquire.

second order (chord interconnect): Everything was fine and arrived within one week.

third order (chord interconnect): ordered beginning of april. did not receive any communication from AudioAffair. Inquired two times by email but no reply was sent. In the second E-Mail, sent two weeks ago, I announced that I would advise my CC-company to cancel the payment if I did not receive a reply within one week (which I did now).

This was definitely the last order I place with them.

Hi

Not sure if this helps or is too late but Audio Affair is trading name for ALEXANDER MICHAEL LTD so Mission may only know trader by this name?? 

People like this really don't understand do they. Idiots.

Well im in two minds about ordering with this company... they do have the product i want at the cheapest price (partington super dreads...) but all of these tales of missing items and poor customer service does put me off this company. Also it seems rather strange to use a 3rd party forum to do customer service messages and not send private emails to the customers concerned, almost trying to save face and not actually doing anything.

Also it is all well and good talking about new staff and making excuses about expansion but surely you know that business is built on reputation, sure you might be the cheapest but if you dont sort out the old customers before trying to save face for new ones you are taking one step forward and two steps back.

Thank you for your comments. Of the thousands of items we supply a year, most customers are delighted with their purchase. We  did have a few customer service problems several weeks back, most of which have now been resolved, though we always welcome feedback on how we can improve further.

We have written some replies on here to explain delays for items, though of course customers who e-mail us directly will receive a reply. We appreciate that it takes a level of trust to order online, yet its always good to note that we would not be able to represent the premium brands we offer without an excellent level of service. We also now hold many more items in stock to ensure fast delivery. This includes Partington Super Dreadnought and Dreadnought Broadside stands - both of which are in stock today (we have many of each), available for next day delivery.

As always, you can give us a call to check availability before placing an order, or just for a chat about your system, 0800 520 0710.

Best regards,

Alex

Director

audioaffair

Please see new house rules regarding traders on the forum, and amend your signature and bio accordingly.

Also be aware of what is and isn't allowed in post contents.

I find it strange that after all the hassle I had with Audioaffair when I ordered my centre speaker, no one from the company has ever contacted me directly to apologise or to discuss what went wrong. I see that some guy regularly writes on here on their behalf but everyhting I've read leads me to believe that there are still big customer service issues with this company.

When I had the misfortune to order my goods from them, someone promised me on at least 4 different occasions that my item had been dispatched only for me to be disappointed each time. I was even told to phone Mission UK myself to find out when they would be posting the itme on!

I would have considered using Aidioaffair again had someone from the company had the balls to phone me (which they never did once) during what really was a desperate fisaco. I don't appreciate having a company spokesperson trying to answer problems anonymously on a third party website!

Alex has clearly put his name and job title on his posts, so i'd hardly say that was anonymous!

It's also worth pointing out that we encouraged him to come on here and answer some of the points made.

As we've covered off re our recent change in House Rules, we're happy for manufacturers and retailers to use these Forums to answer questions and share expertise - as long as it's clear who they are, and that they're not in hard-sell mode.

Having said all that, it's obvious you feel your grievance hasn't been dealt with - and I understand how these things grate. 

Hello,

Just a little post to share my own experience with Audio affair.

1) 17th of April, I ordered a Slimdevice Transporter from the
website : price was good and it was said usually dispached within 24h
(and does still say that on the website).
2) 1st of may, 1st mail to get news. The answer is : we are waiting
for the delivery within the next 2 days, it will then be dispatched.
3) 15th of may, 2nd mail because nothing arrived. The answer was :
sorry for the delay, the distributaor has recently changed, the stock
should arrive next week.
4) 26th of may, 3rd mail because the Transporter was not yet delivered : No answer from Audio affair.
5) 2nd of June, 1st phone call to Audio Affair. The answer was : there
is a delay but we don't have an idea of when it would come, more than a
week.
6) 15th of June, 2nd phone call. Same answer as the first one, Audio Affair propose to cancel the order and refund.
7) 29th of June, 3rd phone call : I get in touch with Audio affair and
confirm them that I cancel the order and want a refund. A mail was sent
straight after to Alex (no answer received ).
8) 3rd of July, 4th phone call because I did not receive my money back
: the answer is the order is canceled and the transaction is done.
9) 13th of July : the money is not on my Bank account and I'm now looking with my Bank how to force Audio affair to refund me .

To conclude, my personnal experience with Audio Affair is : "If
you don't want to waste your time and stress about your money, you
should order from an other company".

I hope Alex will read that and will speed up the refund process.

Xavier Nicolas

This is exactly the point I've been trying to make. At no point does any one representing Audio Affair contact you avout your order, it's all left to the custmoer to chase things up. I was in exactly the same predicament being told anything just to get me off the phone.

It's not acceptable for someone from Audio Affair to make condescending and patronising replies using this website to people who have spent a lot of their hard earned cash.

If anyone from Audio Affair wants to contact me directly then I'd appreciate the chance to give some direct feedback.

I will keep you informed of my order for a Roksan package deal (Amp and CD). £949 taken from my account immediately a few days ago, items supposedly in stock ("a few remaining" according to the website). Emailed Alex at AA yesterday to ask where the equipment was. They cannot update me on the progress of the order, but the items are at another warehouse and will be despatched in a couple of days. Phone call also today to female assistant, not particularly helpful, unapologetic, unhelpful silences. I am worried, and will be contacting trading standards if i have no equipment by Saturday.

 I will update the forum after weekend.

Dennis Harvey:

In response to Dennis Harvey.

Dennis - thank you for your comments. You placed this order on Tuesday. We contacted you to confirm that we had run out of brand new units, but after a stock check we have a pristine ex demo unit available (which we understand to be the last twin pack in the country), and we offered this to you at £200 off retail. You refused and requested a refund. Within 5 minutes, a lady in admin had processed a full refund for you and confirmed this by e-mail. Please contact us if you have any further queries.

Kind regards,

Alex
Director

grdunn123:

It's easy to forget that a lot of people are spending significant amounts of money and are not receiving any sort of customer service.....Audio Affair 's customer service policy appears to operate like the Lotto, occasionally somebody gets lucky whilst the vast majority of people just put it down to experience and probably won't shop there again. Really not good enough in my opinion.

Thank you for your comments. Of the thousands of happy customers we've had over the last year, our customer satisfaction level is actually around 95% and we receive countless testimonials from delighted customers by e-mail. Of literally thousands of transactions, there have been a minority of cases where service is not up to par and we have been working to improve in every way.

The vast majority of orders are delivered next day or within 3 working days (please note the many items online which are shown as in stock - specifically to ensure fast dispatch). We are still recruiting more customer service staff, and if an item is delayed by a long period in future, we will contact you to discuss the delay and in most cases we even offer a discount or add a free item onto the order to make up for any inconvenience.

We welcome your comments and are working hard to ensure every single customer receives the best possible service.

Kind regards

Alex
Director