Traumatic Experience with Customer Service
Customer service gaslighted me and called me a liar, very bad experience with Michelle from First4Magnets.
Ordered 2 sets of modelling magnets from them in December 2023 to make some gifts for Christmas. However, upon trying to use the magnets to attach accessories to the models the majority of them snapped in half.
Contacted customer service in January 2024 via email, but they never replied. Then created a PayPal dispute and uploaded a photo of the broken magnets.
First4Magnets claimed that they had replied to my original email, they had not. Then they claimed that the damage was not visible in the photo, the magnets could clearly be seen to be broken. They also wanted a forensic report on how the magnets had been used and why they had snapped, they did not put any trust in the customer at all.
Overall, abhorent customer service! Probably the worst experience I have ever had! Lost the money I spent on the magnets, and had to use a different method to attach the accessories to the models for Christmas.
Thanks for nothing First4Magnets.
Reply from FIRST4MAGNETS
Hi Steve. Firstly, thank you for taking the time to leave your feedback, it is greatly appreciated. We are sorry to hear that you had a negative experience with us.
Our customer care team has ensured that they sent an email on December 21st 2023 at 3:28pm and a follow up email on January 3rd 2024 at 11:17am.
We understand the frustration in having to answer some questions about your magnets, asking how they were handled and if the package arrived damaged on delivery, ensures we are taking the correct course of action to make our products or processes better.
We are keen to be able to offer a solution for all our customers, however as we did not receive a reply we could not offer a refund on your purchase.
Please feel free to contact the team on 0800 488 0288 or email at sales@magnetexpert.com and will be more than happy to answer any questions you may have.
Thanks again,
Aine O’Hare
Digital Marketing Executive