Extremely disappointing experience – faulty product and poor customer service

I purchased a portable oxygen concentrator for my father, who has COPD, as this was essential medical equipment that we needed to be able to rely on. Unfortunately, after less than three weeks, the concentrator completely stopped working. Despite fully charging the battery and carrying out all the troubleshooting requested by the seller, it continued to display “Low Battery” and then shut down.

I contacted the seller several times and provided video evidence clearly showing the problem. I was initially told that a replacement battery was not available and that it could take around a month to source one. Given that this was essential equipment for someone with a medical condition, waiting a month was simply not an option.

As a result, I had no choice but to purchase another oxygen concentrator directly from the actual manufacturer, at additional expense, so that my father had a reliable machine he could use.

I eventually requested a refund and was instructed to return the faulty machine. I had to pay £22.95 myself for the return postage, even though the product was faulty. I returned it by Royal Mail Special Delivery, and it was delivered and signed for on 1 September.

I have now received my £499 refund, which I am extremely relieved about, but the seller has not reimbursed the £22.95 return postage.

The whole experience was unnecessarily stressful and frustrating. When you purchase something as important as an oxygen concentrator, you expect it to be fit for purpose and, if something goes wrong, you expect the seller to deal with the problem promptly and professionally.

I would not recommend this seller and I certainly would not purchase from them again.

Order processed and despatched promptly.
Courier notified delivery and arrived within specified period.
Arrived in good condition, well packaged with product packaging inside mailing carton.

Came on time and very well packed and the delivery driver was very friendly

The seller service was excellent and quick delivery

Te seller was good the product was well packed and came on time

Excellent service

Excellent service. Well packaged.

The seller was very correct and polite.

Goo