Pixmania
Reviews and Complaints

I ordered a canon EOS 800 from pixmania on Nov 16th 2017 and paid €1086 which was debited from my account. I was given a two day delivery time. This was four weeks ago. Despite numerous emails for which I receive a standard response to wait 72 hours and telephone calls which advises to use email I have never had a meaningful communication with regard to my complaint.
On further investigation I have found that the merchant Pixmania use GE Direct IEuk are out of business since 2016.
I have spoken to Consumer affairs for Europe who seem to be aware of Pixmania but despite complaints dating back years appear to do nothing about them. They are clearly in existence to scam money off people.

I want to warn everyone that the company PixMania is scam and they take money from people without permission. I recently found out that they charged my account for $10 and it was unauthorized withdrawal. Of course, no one returned money to me as well as they didn’t reply to my emails and messages. I wonder if there are people, who had the same thing. Maybe you can advise me how to stop these withdrawals. Please post your ideas and comments. Thanks.

I ordered a new 46in tv and soundbar from Pixmania.co.uk
I specifically went with them for the 24-48hr delivery. It is now the 6th working day since we ordered.
I have emailed them 3 times to no reply whatsoever.
I have called 7 times chasing it up, to again sit listening to be told "an operator will be with you in 3mins 43secs to then be cut off 4 times.
Eventually i got through and spoke to a young lady who told me that the item was not dispatched due to a problem with the payment? not all the money was received.
I called my credit card company who stated the payment went through in full on the day ordered.
I called back to pixmania (a man this time) who told me that he couldnt understand why i was told that, and that full payment was received and that he said that there is a delay of SOMEKIND? in their warehouse? Well if you dont know, who does?
I just want my tv, my wife is 9 months pregnant and we are decorating the main room and all the items i ordered from elsewhere has all been delivered.
This is the worst customer service i have dealt with. I dont know when i or if i will get my new tv and whats worse is that nor does pixmania by the sound of it.
How can the company you buy from not know when or even where your items are?

V unhappy customer

Pixmania France used my credit card without my knowledge. They charged me two times. I don’t know what plan they had but they really thought that I will not notice $5000 loss? I contacted BBB and police. I hope I will get every penny back.

I posted this review on Trustpilot on 16 May 2012:

"Rather than wasting my time on this company, again, I thought I'd use the complaint letter I wrote to them - adjusted so it reads as a review rather than a letter. This is a complete, honest and non-slanderous commentary on this company and why (especially if you live in the UK) you should avoid them at all costs.

I was left totally dissatisfied with the service. You will no doubt grasp of the deep feelings I have, evident by the time and effort spent on the below...

It is best to outline the many problems based on issue even though there is a chronology involved.

1) The time it took to receive goods did not warrant a delivery charge of £36.25 (ex. VAT)

My order was placed on 30th March at 06:11. At the time the dishwasher was out of stock, but scheduled to be back in stock on 7th April. Due to their Terms & Conditions I accepted this and was happy to wait. 7th April came and went with no contact from Pixmania, which I would have appreciated. Instead I had to find out by logging online that the date had been changed to “within 28 days”. On the 8th April I sent an e-mail to customer services asking for an update. Other than an automated reply I received no contact until 12th April, which was a framed ‘ready-made’ e-mail with no personal correspondence, stating the dishwasher to be in stock on Saturday 21st April. On their website the dishwasher was recorded as IN STOCK on Saturday 21st April but was not dispatched until the 25th, and this was only after I made a phone call to their customer services on the 24th. In my opinion, this particular issue was satisfactorily resolved with a partial refund of the delivery charge (£29.90). I very much wanted this to be the end of the matter, but as you can see from the below, Pixmania chose to continue to provide me with sub-standard service.

2) The lack of personal correspondence and feeling of ‘neglect’ from Pixmania's customer service

In addition to the above problems highlighted in issue #1 above, the treatment of me from their customer services left me feeling neglected and maltreated. On 16th April I received a ‘ready-made’ e-mail asking to sign a “SWORN STATEMENT” that I had not received delivery. Pixmania had not sent the dishwasher at this point and the wording of this request was cold and made me feel like I was at fault.

Secondly, I was referred to as “Mme” (9th April, 15th April) and “Ms” (16th April) only to finally be referred to as “Mr” for the first time on 2nd May. All other correspondence has been headed with “Dear Customer”. This clearly shows that Pixmania are not in-touch with their customers and continue to insist on using automated systems.

The two examples above are not the only problems I can attribute to this particular issue, as you will read below.

3) Failure by Pixmania to meet simple requests: personal and direct contact by Mr James Felix

On 16th April at 18:11 I sent an e-mail to Pixmania's customer services to the attention of Mr James Felix, their UK customer services director. On this e-mail I kindly asked for direct contact details for Mr Felix. I received the customary automated reply that my e-mail was received and that it “been forwarded to the relevant department”. I received no further contact from customer services or indeed Mr Felix himself.

On 24th April at 16:42 I called Pixmania's customer services on an 0844 number and spoke to an operator. I requested to be put through to Mr Felix but the operator said that she could not grant this request. In a test of Pixmania's “100% customer satisfaction” goal, I asked for Mr Felix to contact me directly on my mobile so I could discuss the issues directly with him. I told the operator that if I am not available, Mr Felix was to leave me an answer phone message with a geographical number to call him back on. I never received a phone call from Mr Felix.

In an e-mail of official compliant sent to Pixmania's customer services sent on 28th April at 12:50, I requested Mr Felix or a person in a position of authority to contact me on my mobile. I gave a deadline of Wednesday 2nd May for this to occur. No phone call was received.

The only correspondences I have received from Mr Felix have been ‘ready-made’ e-mails that have no personal tone to them what so ever. There is no indication in these e-mails that he has properly read (or even received) any of my requests. I actually wonder if this Mr Felix actually exists...

4) Failure by Pixmania to meet simple requests: Saturday delivery

At the time of the aforementioned phone call on 24th April at 16:42, the dishwasher had been labelled as ‘IN STOCK’ on Pixmania's website but it had not yet been dispatched according to the ‘My Account’ section. Since a previous (automated) e-mail stated that the dishwasher will be sent as soon as it was in stock, I requested delivery on the upcoming Saturday (28th) as I am unavailable during the week-day. The operator said she will put this request through for me. The following day I received an automated e-mail that my delivery was scheduled for THURSDAY (26th).

On Wednesday 2nd May I received another automated e-mail stating my replacement dishwasher (see issue #8) was scheduled for delivery on THURSDAY (3rd). Why on earth would Pixmania schedule another delivery for a Thursday when I have contacted them multiple times regarding deliveries?

5) Compensation for time and money spent contacting Pixmania and KNOWHOW (their delivery partner) costumer services

The aforementioned phone call on 24th April at 16:42 in total lasted 17 minutes. I asked the operator that I wished to be compensated for the cost of this phone call (£1.736 on my tariff). I did not receive this compensation at the first time of asking. I ended up making further calls to charged numbers which I added to my compensation claim.

6) Failure by Pixmania to meet simple requests: the supply of a UK postal address

In my e-mail of official compliant sent to Pixmania's customer services on 28th April at 12:50, I requested to be given the postal address to their UK head office so I can post an official complaint. This request was also set to the deadline of Wednesday 2nd May. No such address was ever received.

7) Compensation for money lost due to waiting for failed delivery

When Pixmania set up the first delivery on Thursday 26th April (despite my request for a Saturday delivery), the KNOWHOW website stated that delivery would take place between 15:25 and 19:25. I was forced to leave my place of work early in order to return home for 15:25. My wife and I have yoga classes on Thursday evenings at 19:30 which are paid upfront. As 19:25 approached with no delivery it became apparent that my wife and I would not be able to attend our class as I had to wait for delivery. At 19:51 I called KNOWHOW and the operator informed me that the driver had got in to work late that morning and that delivery may be as late as 21:00 leaving me very angry and frustrated. I am usually in bed by 9pm since I get up early to commute to work. Since Pixmania initially failed to schedule my delivery for Saturday as requested, they effectively cost me money as my yoga teacher is an independent and is unable to refund or waive any fees for missed classes. So this was also added to my compensation claim.

8) Delivery of damaged goods

When the dishwasher finally arrived on the morning of Saturday 28th April, I was immediately alerted by the KNOWHOW driver that the dishwasher was damaged. Knowing my rights I accepted the dishwasher but asked the driver to note this damage on his PDA with a view for a replacement to be sent to me at a later date at my convenience. This issue was the trigger for my official e-mail of complaint sent to Pixmania on 28th April at 12:50 (the ‘straw that broke the camel’s back’ – if you will). The e-mail contained pictures of the damage.

On 2nd May at 10:39 I received what could be described as the closest I came to a personalised e-mail, acknowledging the declaration of damaged goods. However even this e-mail was worded, in my opinion, in a cold manner (see issue #10). I was refunded the rest of the delivery charge (£13.60) via yet another ‘ready-made’ un-personalised e-mail signed by Mr Felix. The refund was acceptable, but the issue remains unresolved as other outstanding issues means I am currently withholding delivery of the replacement dishwasher.

9) No delivery of 3rd item on order paid for (Neocal Anti-Limescale Device)

On my order placed on 30th March was a purchase for a “Neocal Anti-Limescale Device”. I never received this item and was later told that it was discontinued! I was eventually offered a refund for the item.

10) Being made to feel like I am treated with contempt

All of the above issues have made me feel like I have been treated with contempt. However there are further incidences which have solidified this feeling:

a) Pixmania felt the need to remind me, twice, via ‘ready-made’ e-mails that they had already given me a partial refund of £29.90 (2nd May 10:20 and 10:39). Why did they feel the need to remind me of this refund?

b) The wording of the only ‘personalised’ e-mail received was cold: e.g. “you are required to notify the manufacturer strictly within 48 hours after delivery”. This sounds like Pixmania are placing onus and responsibility on the customer for issues that they have created.

In my complaint letter, I gave a final ultimatum, giving Pixmania the chance to avoid court action. The requests were simple:

1) To be compensated so I could cover costs (e.g. phone calls) and loss of money experienced. I game them a breakdown of my costs on a spreadsheet. I asked for this compensation to not to be in the form of vouchers of any kind.

2) I asked to receive a written letter of apology from someone in a position of authority – Mr James Felix himself would have been nice. I will not accept a generic or ‘ready-made’ letter. It must be posted to my address.

3) I asked for them to send me the “Neocal Anti-Limescale Device” that I have paid for on a date that I am available to receive delivery.

I sent a copy of the letter to the KNOWHOW team in Hemel Hempstead (they were brilliant in supporting me and I had no doubt that Pixmania caused them as much frustration as they had me). Copies were also sent to the UK European Consumer Centre (ECC) Trading Standards Institute and BBC Watchdog.

Funnily enough, Pixmania did not take long to respond... by e-mail, from their head office in France. Here was the result on the above requests:

1) Pixmania's mediation department 'accepted' my claim for compensation - this was to be transferred to my bank via BACS. But, in a shamed attempt to keep my custom, I was also credited with £20 in my "Pix Piggy" account - i.e. a voucher! I declined this, and instead asked for it to be given to a charity of my choice. Pixmania declined this and stated: "Concerning your decision to decline our further offer to credit your PIX PIGGY account for £20, our mediation department has asked me to confirm that unfortunately we cannot credit a third party as requested. This credit is still available.". Make of this statement what you will...

2) The letter was pitiful... In fact, it was the e-mail of apology sent to me from head office printed out. At least they took the time to put it in an envelope... And, you guessed it, it wasn't from the phantom James Felix.

3) As already mentioned - I was sold a discontinued item, but I did get the money back for it.

In conclusion: On their website and e-mails footers, it states: “Our goal: 100% customer satisfaction !”. Well Pixmania, you have totally and utterly failed with me. And... I will not be shopping with you again. Not giving that £20 'Pix Piggy' credit to a charity basically sums you right up... Cheap prices? You get what you pay for..."

I have complained on this board now and written 4 times to Pixmania and had no refund or reply to my emails. I bought the Panasonic HDC-SD900 High Definition Camcorder from Pixmania on the understanding that I could claim £50 cashback that was advertised on their web page as a Panasonic cashback deal and this is why I bought the camcorder from Pixmania. I filled in the cashback form and sent it to Panasonic who wrote back saying that it was not eligible as it is not UK stock and that I have to deal with Pixmania directly to claim the cashback. I wrote to : [protected]@pixmania.com, and [protected]@pixmania.com. with all the details and scans of all the paperwork. Neither have replied to me and it would be good to know what to do next. It is outrageous that Pixmania get away this and it seems like a scam to me.

I bought the Panasonic HDC-SD900 High Definition Camcorder from Pixmania on the understanding that I could claim £50 cashback that was advertised on their web page as a Panasonic cashback deal and this is why I bought the camcorder from Pixmania. I filled in the cashback form and sent it to Panasonic who wrote back saying that it was not eligible as it is not UK stock and that I have to deal with Pixmania directly to claim the cashback. I wrote to : [protected]@pixmania.com, and [protected]@pixmania.com. with all the details and scans of all the paperwork. Neither have replied to me and it would be good to know what to do next. It is outrageous that Pixmania get away this and it seems like a scam to me.

Last Sunday (22/01/2012) I did buy a intern Hard Disk at PIXMANIA.COM. In the same moment I detected that I made a mistake about the size of the disk. I ordered a 500Gb disk instead 1Tb. I did cancel the order immediately and I received an email letting me know that my credit card money will be refunded ASAP. At the same day, I did buy the correct disk (1Tb) that was charged during the transaction in my credit card. Passed 3 days, I received an 500Gb hard disk in my house, so I received the disk of the order I did cancel. I made many contacts attempts but unfortunately they refuse to speak in English (Once I´m Portuguese and don´t speak Dutch neither French properly). Until now, I´m using google translator to send French emails but they insist on not to send a resolution for my problem. Mean while, my Laptop is stopped, I have a wrong hard disk in my hands and a duble credit card charges with no refunds.
I don´t know what I have to do anymore.
Regards

Gabriel Rodrigues

I ordered a Panasonic SD90 camcorder from Pixmania on the 15.01.12. They said delivery would be 2-3 working days. A week later nothing had arrived but the payment had been taken out of my account! I call and emailed and was told it would be sorted out in 24hrs or less. I heard nothing back. I called back 24hrs later and was told that the item had been sold to someone else as it was second hand and there was only one. 1) I thought I was buying a new item. Nowhere on my invoice or computer did it say I was buying a second hand item! 2) they took full payment from my bank account for the item even though they had sold it to someone else. A week on and I'm still trying to get a refund! D NOT USE THIS COMPANY! THEY ARE A SCAM!

Moral and commercial ethics of Atilla The Hun

I ordered a Tomtom Sat Nav from Pixmania on 31 May 2011 and immediately paid £234.89 by Visa. They sent an email advising despatch with a link to carrier DHL. On 8th June, DHL showed the parcel had been delivered on 6th (impossible - we were away). The signatory data was a funny DHL code which I was subsequently told (by DHL) meant that the parcel had been sent by Pixmania and delivered to their depot – not my address!

I phoned Pixmnia to report non-delivery and I was told bluntly that I had to sign a sworn statement for non-delivery and send them copy of my ID. They would not even start investigating until they had this. While all this was going they increased the price of the item.

Some 30 emails and revenue–earning phone calls later, Pixmania finally emailed on 20 June to say the parcel had been lost. I asked for a replacement but they refunded my payment 3 days later saying, “our partner warehouse cannot afford to reship”. I told them they were in breach of contract and they should supply the item I ordered at the price agreed but they flatly refused even when I told them I will report them to the Office of Fair Trading. In the end I ordered elsewhere and it cost me £35 extra.

This underhand and dishonest attitude is utterly disgraceful. They had my money for nearly three weeks, would not lift a finger to respond when I told them what DHL had said and then they tried to screw me on the price.

I am reporting them to the OFT but one thing is sure: they will never, ever take one penny from me, or my family or and hopefully anybody who reads this report.

Ordered last week a D7000 with 18-105 lens from pixmania.ie
Received yesterday the parcel (with ups in 2 days). The parcel was the same size of the camera box with no bubble bags, jiffy or padded bag to protect the box.
Other issues:
1.I ordered on the .ie website, IRELAND, English language. The paper manual was in FRENCH language
2.The charger plug was European and not UK-irish
The worst of all was and issue with the Nikkor lenses. When autofocus was working, I could hear a noisy sound, totally different from the sound of a normal AF lenses. I tried with another lenses, same model given me by a friend, no noisy sound at all. Therefore I paid 1300 Euro.
After complaining, I fortunately received the return number and a courier at their expenses collected today the parcel. I still to receive my money but I will hope everything will sort out.

So there I was sitting with my laptop during Easter 2011. Ready to be tricked by the Pixmania boobytrapped order process. I found the digital camera I wanted to buy on Pixmania.nl, the Dutch Pixmania webstore. I selected the camera and then things started going downhill from there!

First two expensive insurance and warranty products were automatically added to my basket after selecting my camera. This added roughly 12% to my order valua an I couldn't remove it from my basket. I figured I must have done something wrong. So I hit the back button to start over. Then I ended up with 2 cameras and 2 "additional services" in my basket. Luckily I found the barely visible 'remove' option in pale light grey. I managed to delete the expensive and unwanted upsell services and continued the 5 step ordering process.

Next came the payment. I selected bank transfer and was expecting an IDEAL wire transfer. I was told to make a manual bank transfer instead. The landing page showed the order number and payment number. So I fired up my banking application and wired over the money. I returned to Pixmania.nl to review my order only to find out that no orders were registered on my account! So I transfered over €495 based on an order confirmation number that didn't exist. I felt scammed.

The next day their customer service lady told me I hadn't fully completed the order process and forgot to confirm my order. Her reaction: "You've problably forgot to confirm your order after the payment like most people do that call with these issues". So, it's a known design flaw in their order funnel and Pixmania doesn't seem to care to improve this. In stead they tell you you're stupid and don't know how to work their site. In the mean time she made the rather vague promiss that once the monay is received they would confirm the order themselves and ship the camera. I was told I would get e-mail notifications of every step in the process. This was yesterday but I haven't heard anything back. I did see the money being debited from my account but it's unclear who received it and when (if) my camera will be delivered.

I'm a confident online shopper and have purchased loads of products online throughout the past years. The pixmania webstore and operations are definitely the worst online shopping experience I've ever had. Fingers crossed I will ever receive my camera or a refund...

Pixmania my A..e, Totally useless company. I ordered online 1000 euros worth of DSLR Camera. I paid for a courier 48 hr delivery 20 euros, 48 hrs later they ask me for verification of who I am, I sent driving licence, Passport and last electric bill...they are still asking me for different forms, I have asked them to cancel and I will buy locally, albeit at a higher price, totally useless.

On 15/12/2017 I ordered a DJ Hercules MP3 mixer for my son for Christmas. On checking the website, it stated the article was dispatched on 16/12/2017, delivery mode DHL Global Mail 5 days. On 23/12/2017 the item had not arrived. I rang the 0844 number on the website and after waiting for 20 minutes on hold (at international call rates) was told that it would actually be 7 working days, which should be 24/12/2017 but that the item wasn't trackable because it had no number. Obviously the item didn't turn up so I rang them again on 28/12/2017 at which point they said 8 working days which would have been the following day day. My husband rang on 29/12/2017 and was told we'd have to wait until Monday 4/1/2017 for an investigation to be started and that someone from head office would ring me. No phone call from head office so my husband phoned them today, 5/1/2017 and was told that it's 10 working days for delivery and they can't begin an investigation until 8/1/2017, after I've signed something to say I haven't received the item and provided them with a photocopy of my ID! It then takes another 10 days to conduct the investigation and 'find' the parcel, although how they can find it if it's not trackable I can't quite understand. So all in all a very disappointing experience and I certainly wouldn't recommend them to anyone.

Don't be fooled into ordering consumer electronics from Pixmania; they may be £1 or £5 cheaper, but you'll pay for it in the end. I ordered a portable hard drive in February when I got a new laptop. it was defective, so I returned it and asked for a replacement or a refund. It's now June and I'm still waiting for it! For weeks, they sent emails saying they were "attending to it." Then, three weeks ago, they claimed they had already posted it to me. But I'm still waiting. Whatever you do, don't buy from Pixmania.

Would like to complain regarding the poor Customer Service and After Sales I’ve received from Pixmania. Firstly I called LG to explain and test that my DVD player was faulty, after numerous testing LG came to the conclusion that it was faulty and gave me a returns number to give to you – Pixmania to replace the item. Secondly I had to return the full LG Home Cinema System when it was only the DVD that was faulty. I didn’t have the original packaging as it was nearly 6 month old and the box was the size of a coffin. So I had to source a box and the packaging to return the product to your Returns Dept without any help from you guys except a UPS returns label. Thirdly I after numerous phone calls and conversations with numerous Pixmania staff, I was sent a email telling me that my product was been shipped to LG for repair, which I know already due to speaking to LG that isn’t going to happen as LG won’t repair that item due to its cost. Instead they will replace it and that’s why they gave me a Returns Number to give to Pixmania.
So at the moment I’m without a working system that I’ve paid for and having to wait 28 days that Pixmania quoted for repair, even though LG will not be repairing it and already have stated that. I don’t understand why I can’t just have a replacement sent out (which is currently in stock according to your website)

I’m also going to complain to LG about the lack of corporation I’ve receive from you guys and warranty procedures that Pixmania have.

I would never use pixmania again, they are fraudulent in how they conduct business

I ordered from this company, they took money from my bank for products they didnt have in stock, I cancelled and requested a refund, and they then dispatched the order anyway days after my cancellation, used it as an excuse not to refund me.

I refused delivery, they have records that it passed through DHL depots across the UK on the way back to them, and it went mysteriously missing near their warehouse, but they say I cant have my money back until theyc an locate their goods. Their call centre is appauling and unhelpful, and no one else wants to know or help, or cares at all, and the worst thing is, they are holding onto £231 of my cash.

Ordered 3 separate TV's for work - all showing as being in stock, none of them were in stock.

Company took my money even though they were not in stock, and even after I reported to them that this wasn't right - shouldn't advertise stock that is in stock that is not in stock, it still shows on their web page as being in stock, and had to wait 10 days before I got my money back, in the meantime, I ordered another tv - only to find out that this too was out of stock - same story as before. Then I gave them one last try - and ordered a tv that i was assured over the phone was in stock, only to find it wasn't - so i asked them to cancel the order -they said they had cancelled the order and in 10 days I would receive full refund - I didn't - I received partial refund - am £60 short - have rung several times, and the people you get through to say they can only pass a message on to finance, they can't talk to finance, they can't give me a number or email to contact finance on, the same goes for trying to speak for someone in management - they won't put you through to anyone - when you ask then who is going to take responsibility for this - they say it's not their fault - they just work there - I have spent hours on the phone to them - probably paid £50 in phone call costs, and still haven't got anywhere. I am totally not impressed.

hi, on the 31/12/08 i tried twice to order a photographic lens with a value of 800.00€.the 2 times it said my transaction was declined.i then realised it had something to do with my credit card company.
after i sorted it i decided to order somewhere else.on the folowing sunday, after geting the lens from the other website, i checked my visa account .i was in total shock, i was debited of 800€, by PIXMANIA! also by the other website.
the same day i got a email asking to contact them to check the delivery adress for one of the order .
i tried to contact them on the monday and was told the order was in progress and could not be cancel. to cancel i had to wait until the item arrives to return it straight away to start a refund procedure.(whatever that is)
so, how come since the transaction was declined, they can still acess ur credit card details and do whatever they want with youre money.of course after 2weeks, no lense arrived, i have contacted them many times without sucess.what they dont seem to understand, that money is mine and they had no right to take it from me.i have a feeling it will take a long time to get it back but i need to get it back soon.
thanks

I bought a wireless pc card november 30th. No sign of the thing not being in stock. The confirmation e-mail said the card would be sent to me within 2 or 3 days. From then on... silence... December 5th I called Pixmania (0, 25 eurocents per minute). They told me the card wasn't available anymore and that the manufacturer of the card could not deliver until december 19th. I asked them how it's possible I could order a card that wasn't there anymore. "It's possible that the moment you ordered someone bought the last item just seconds before you", they told me. And why didn't they just send me an e-mail telling me so? "We don't do that" they simply replied.
December 19th passed and guess what... still no sign. I called again today. Now the story was: "The manufacturer just told us he cannot deliver the card at all". But they would give me a refund. Like hell they will! I asked again (what can you do) why I didn't receive an e-mail telling me this. Well, I knew the story... And I asked: "What if I hadn't called? Would you have given me a refund anyway?"
They bluntly told me that they wouldn't have done so, not until I would have contacted them myself.
I'm so pissed right now! I should be getting my money back within 10 workingdays ("We're in France, you see". No I DON'T!) I sure hope I don't have to go over to France in order to get it!
All I can say to anyone is: NEVER buy anything from these french swindlers!