eSpares Slow Inadequate Customer Service; No Phone Contact & No Live Chat!
I've used eSpares 2/3 times over the years, and like most of the reviews on here I would echo; Good/excellent experience all-round.
However, when something goes wrong that's when the 'customer experience' flips 180 degrees to a bad/terrible experience.
To speak over the phone with somebody at eSpares you may as well try to build a rocket to the moon, actually at least there is the potential in the latter, but the former there's absolutely no chance. Any phone number advertised is not a current phone, none of them are in operation. To exacerbate this eSpares state on their website and all over the internet how customers can have a live chat with their very helpful staff during office hours... well, it's better than nothing, right?.... BUT their 'live chat' is a fictional fantasy... because it DOES NOT exist, there is no such thing as live chat on eSpares website.
Their 'contact form' which implies its going to take the customer to a live chat facility, when completed, their website states that someone from eSpares will get back in 48-72 hours!... I kid you not!... and this is in 2025! They even state that on weekends and bank hols it can be even longer!
This is very frustrating, and I now echo many of the customers on here who have had issues and I notice they mention the lack of communication methods also, one almost feels duped into ordering with them.
My actual problem was with DPD who never delivered my eSpares parcels that I changed to my chosen DPD pick-up point (a local shop), DPD confirmed the change of delivery and sent me a text later stating my parcels are at the pick-up point waiting for me to collect.
But DPD took it upon themselves to return all my parcels to eSpares... without informing me! I only realised what had happened because I went to pick up my parcels (I walked in the freezing cold) from the DPD pick-up point only to find they had never even passed through the shop door. For a whole 6 days DPD never bothered to inform me.
Two phone calls later, DPD also state they don't know why they returned my parcels, and they don't know why they didn't contact me over the 6 day period to update me. They led me to believe the parcels were delivered and ready for me to pick up.
When I asked about getting my money back they said I need to speak with the sender (eSpares). So I went on the eSpares website and it wasn't long before I realised that I cannot speak with any personnel at eSpares, and neither can any customer... Never Ever!!! Their live-chat option is completely fabricated & fictional.... It does not Exist! Waiting 2-3+ days for just one reply is seriously very painful, like being forced to watch paint dry would be a good analogy.
I have filled their contact form out and told them what happened, and asking for my money back, I even filled out a return request on DPD's behalf in case they couldn't manage to even complete the return correctly, and again I explained to eSpares its DPD making the return, not me, I never even seen my parcels as DPD in their 'divine wisdom' decided to return my delivery, the parcels apparently were never even scanned by the driver... so the mystery continues!
If you use eSpares keep your fingers crossed the order & delivery goes smoothly, because if it doesn't you will experience a side of eSpares that'll disappoint, anger & frustrate you. Due to this experience I wont take the chance again. Just hoping for my refund and order my parts elsewhere, and who don't use DPD either!
DPD & eSpares together = 'A marriage made in Hell!'
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by Mr David Hamlett
17/01/2025
Part didn't fit
Part didn't fit. By didn't fit. I don't mean by mm it was at least 25mm too small. Still waiting for info on how to return.
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by Jj
17/01/2025
Perfect mini bottle rack
Perfect mini bottle rack, easy to install and a great price.
It came quickly and very well packaged.
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by Jan Shearer
16/01/2025
Unresolved problem with return of 1 of…
Unresolved problem with return of 1 of 3 items. Delivery note references don’t match website. Several attempts made to contact via ‘returns’ link but no response. No email of phone number am over £44 down??
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by Barry
16/01/2025
Parts were perfect
Parts were perfect, repaired tumble dryer
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by Mark Sussex
16/01/2025
Good quality
Easy to find the part, reasonably priced, fits well
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by Mr Edwards
16/01/2025
great prompt service
great prompt service
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by Mark Da-Costa
16/01/2025
Good quality replacement provided which…
Good quality replacement provided which were delivered on time
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by Mrs Susan Mccarter
16/01/2025
I was expecting the parcel in 2 to 3…
I was expecting the parcel in 2 to 3 days, but it arrived the following day much to my surprise
Wonderful service
Thank you
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by TERRY CHADBURN
16/01/2025
The part ordered fitted perfectly…
The part ordered fitted perfectly affordable price and great delivery time
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by Barrie Thomas
16/01/2025
Fast delivery
Fast delivery
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by D Powell
16/01/2025
I rarely get excited about spares
I rarely get excited about spares - their requirement is usually the result of poor design, poor manufacture, etc. This means reliance on an effective repair item supply chain. In this the part that had failed - a black one had to be met by a white 1. Hence only 4 stars for at least having a substitute and delivering promised timescale.
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by Mr Pangilinan
16/01/2025
quick delivery
quick delivery, well-packaged, parts reliable and as described
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by Nigel Edmondson
16/01/2025
Excellent
Always have what I need and it's delivery is punctual
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by Phi
16/01/2025
Quick delivery
Very good and very quick delivery.
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by Bob Busby
16/01/2025
Great team & good stock lines
As always great stock of items & swift delivery, along with regular updates on my order…
eSpares is my first port of call for items I require
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by Mr Trevor Middleton
16/01/2025
Website provides a lot of help in choosing and installing product
Photos of products is helpful in making purchases and installation videos are excellent. Postage was very quick - thanks.
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by Maureen
16/01/2025
Most efficient service
Most efficient service . product fitted perfectly.
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by Kevin Plant
16/01/2025
Ordered a part for a dishwasher
Ordered a part for a dishwasher. It arrived a few days later but was incomplete. Espares do not publish a phone number and the chat facility they advertise actually doesn't exist. The contact form has no option for incomplete or incorrect delivery. I posted a request to be informed they will respond between 48 and 72 hours. When they dud respond it was to tell me that they're talking to their warehouse to find out why it happened. Not really of any use or service to me! Espares used to be very much better.
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by Mr William Davies
16/01/2025
Service and price
Service and price
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