Ian H.

On 30/06/2017 we ordered 2 x 5m x 10m PVC Party tents with white Velcro (PT*******). This was for my wife's 50th birthday party. When we unpacked them to use them for the party on 24/08/2017 we found that one of the roofs was 5m x 10m and the other was 5m x 8m even though they were both in boxes that said they were 5m x 10m roofs. I raised a claim with Dancover expressing the urgency of the need to ship a replacement roof of the right size (The Claim number was CL*******) but the same day I raised the claim they sent me a message:

"Unfortunately we have not been able to locate any roof of 5x10 to send to you in the UK.
We apologise for the inconvenience.
Kind regards
Dancover A/S"

So we had to change the layout of the tents and the flooring and the number of tables to use the 2 tents we had to use, at some expense to us. On Monday 28/08/2017 (2 days after the party) I received an email saying a new roof had been found and it was being shipped to me. When it arrived a number of days later we had already taken down the tents and packed them away and so we took the new roof and just put it with the rest of the party tents assuming it was now right.

On 2/8/23 we put up the tents again - this time for my 60th birthday. We built the 2 x 10m frames and opened the box with the new roof in it and pulled it out and it was again only an 8m x 5m. The box said it was a 10m x 5m roof but the roof inside was only 8m x 5m. So at the time in 2017 it looks like they had a batch of roofs put into the wrong boxes and we got 2 of them.

I contacted Dancover UK on 8/8/23 to tell them of the problem by email. First of all I had an email saying I had to use their claims process on the website – so I did, only to get an email from the same person this morning which said:

Good day Ian,
Thank you for making the claim.
I've looked it over and unfortunately we're unable to accomodate [sic] your claim.
You've made a claim in 2017 and we don't even have the order in our system still, because of a five year data limit according to GDPR.
You also do have a responsibility, to check the merchandise you recieve [sic] - Reasonable time according to EU law is within 2 months after you recieve [sic] the package.
I'm sorry to say, but we will not be able to send you a new roof.
Thank you,
Best regards,
Rxxxxx
Customer service

So, despite the fact I sent him the original purchase order, the replacement purchase order, photos of the boxes and labels as well as all the emails from the entire duration of the problems I still cannot build 2 x 10m tents that I originally purchased. I have said I am happy for them to come and inspect the 3 roofs I now have – two of which are the wrong size – but the computer says no.

Having read some of the other comments from people about the atrocious customer services I was doubtful they would do anything, even offer me a replacement roof at say - £80 – whatever half of the roof cost is – but no – they just claim GDPR stops them from checking despite the fact I sent them EVERY document and email I had with regards to the original problem.

Yes, I accept that maybe I should have checked it, but as it turned up over 2 weeks after we had had the party and it was now all away I thought it prudent to trust the label on the box and leave it in the box because it was neat and compact and folded. How wrong I was.

So, I would say that if you need a party tent order from another supplier – it seems that the aftercare and customer service is dire and hides behind excuses…. They also need to employ a spell checker!

Adjustment Invoice for £13.98 sent to me 42 DAYS after delivery.

I booked a collection of an awning on 10/11/22 to be sent for repair to Pontefract from the Midlands. It was a circular awning bag which measured 90cm long and was 30cm in Diameter. It weighed 20.5 kilos on a set of digital scales but I rounded it up to 21 kilos so I was not understating the weight.
It was wrapped in polythene, sealed properly with parcel tape and clean. The paperwork was on the outside as requested and the driver collected on time and it was ready for him.
I booked it to go with UPS and paid £15.28 by credit card.
The parcel was delivered on 14/11/22 as promised at 14:11 and there were no delays or problems.

26/12/22 ParcelCompare sent me an email to say there was an adjustment invoice for £13.98 an they have already taken the money from my account! I will instigate chargeback proceedings with my credit card issuer as there was no explanation. The parcel was not oversized, it was not under declared in weight and was not above the maximum dimensions specified so there is no reason for an additional charge. Since contacting hem they have pointed me to a page not accessible during the order or even highlighted that detailed additional charges and told me I should be aware of ALL conditions imposed by ALL carriers. Sharp practice which has now been reported to Trading Standards.

I will never use them again or recommend them. In fact I will go out of my way to tell everyone about the shoddy and sharp practices followed by this company.

They have even tried to have my reviews on other sites taken down citing it is not a genuine review - once I provided the shipping number and proof of invoice it remained on the site!

I ordered a framed starchart on 13/12/20 as an Anniversary present. On 21/12/20 the starchart was delivered unframed. I contacted customer services immediately and explained it was an anniversary present for the middle of January. They contacted me and said they were sorry and would remake the order. It then took until 7th January (17 DAYS) before they remade the order. It was shipped and sent UPS. I was told it would be delivered this week. Tonight I checked and it was still showing it is with UPS. I rang them and they said it was still in Germany and to contact MyPicture.co.uk! So faulty order, delay in putting right the error, slow shipping and then item not delivered in time for the Anniversary. Waste of money, extremely poor customer service and lousy delivery excuses by UPS. Would NOT recommend this company to anyone if you want your goods to be right or delivered on time.