Faulty product and complete lack of customer support
I placed an expensive order with BGA Store and received a faulty frame (scratched on arrival and extremely fragile, breaking while trying to take a picture of the scratch).
I contacted customer support on 28 January and followed up again on 4 February. As of today (9 February), I have received no response whatsoever.
This is particularly concerning given that:
Their emails state that customers receive a reply within 24–48 hours, which is not accurate.
Their website advertises a live chat, which does not exist.
Email is the only available contact method, and it appears to be ignored.
Once an issue arises, there is no practical way to reach the company or resolve problems. The lack of communication, combined with misleading information about support availability, reflects very poorly on the company’s standards.
I will be documenting this experience, including the defective product and dated email correspondence, so other customers can make an informed decision. Based on my experience, I would not recommend this company if you expect reliable customer service or post-purchase support.
Reply from BGASTORE.UK
Dear Andreas,
We are very sorry to read about your experience and sincerely apologize for the frustration this situation has caused. This is certainly not the standard of service we strive to provide.
In order to properly investigate your case and offer a solution (refund or replacement), we kindly need to verify your order number, which we are currently unable to locate based on the information available in your review.
Please contact our customer service team directly at the following email address so we can assist you without further delay:
[email protected]
Kindly include your order number and, if possible, photos of the faulty item. Once received, we will prioritize your case and work toward a resolution as quickly as possible.
Thank you for bringing this to our attention. We hope to have the opportunity to resolve this matter for you.
Kind regar