After a search for ‘car audio’ in Google, this company and their sister site are listed as the top two hits, although I struggle to understand how, because it’s definitely not repeat custom, here’s why..
I placed an order for some audio equipment from this company after also realising that they are the only dedicated car audio company through Quidco (cashback).
Later the next day, I received an email that there was a problem with the order and that I need to call the given a number and speak to the named person.
Call 1
The call was made and the contact was busy, so asked if I could be called back. 45 minutes later, no returned call. So, I call back again. The call was answered by the named contact given and went on to be told that the 3 out of the 4 items I had ordered were not in stock and on back order. The employee then proceeded to go on to sell alternative products in place of those on my original order and said they would be sent next day delivery, although too late for today’s dispatch but would be out the following day. It turned out at the end of the conversation I wasn’t speaking to the named contact and the phone had been passed over at the start of the conversation.
After some research, it was found that the Juice JA1200D amplifier, In Phase XTC43 speakers and DB Audio subs, the amplifier in particular were in no way similar to specification to the original equipment ordered and after further investigation released that they are cheap units manufactured in China and then branded in the UK by CAC. There is no reliable source for the specifications of the hardware apart from a poorly made website hosted by the company themselves. What was even more annoying was that all of the items I originally wanted were still showing on their web site as part of their xmas offers.
Call 2
At this point a call was made to cancel the order in full compliance with the companies own T&Cs, there was no answer. Called again first thing the next day only to be told the order has been processed already and they would not cancel in any circumstances, even though the delivery company had not at this point had any involvement, various excuses were made. Fair play to the sales guy who did seem to know his audio technical information, but this was no supported with any facts with regards to the alternative products sold. Confusion tactics, maybe?
Call 3
I made another call in order to cancel the order citing their own T&Cs, saying that I was not happy with being supplied with substandard products different from the original order. Not at one point was I told that I was in breach of their returns policy, but the CAC representative went on to justify the choice of alternative products given, abnormal working hours during xmas, rather than proceed with the cancellation. I explained that I could not find any information to back their claims regarding the specification of what they has sold me, the conversation ended with CAC employee telling me he would ‘question my command of Google’ if I was unable to find any information. I asked whether he was going to cancel, and the conversation ended with a disappointed customer hanging up.
The next part shocked me as to how low this company would go to see a sale through.
Call 4
I called again to request a link to information on the technical specifications of the amplifier, my email address was taken and told information would be sent. Lo and behold half an hour later a link came through which took me to the manufacturers site which I had already visited on numerous occasions previously in search of the information I was after. There were two additional entries of the RMS values of the amplifier in the exact wording that I was told when given justification for alternative product in my third conversation of the morning.
It seems strange how CAC would go to length to explain to me how they cannot update their site to actually reflect their stock levels, but have a web developer on site who can update information on their own brands website in the space of half and hour...
Two weeks later, still no goods (to have been refused at the point of delivery) and a charge on my card. No response to the emails, filled web forms and phone conversations.
In summary, once this company has your money there is no chance of it being returned by them, they will break their own T&Cs and employ diversionary tactics in order not to give you a refund.
They use bait and switch tactics to sell their own sub standard products.
You should only have custom with this company if you never expect to cancel, refund or return your order, and you would be a customer:
who knows exactly what they want, and makes sure they get exactly what they want with no substitutes.
OR
who has absolutely no clue whatsoever and are happy for these people to sell you what THEY want, even if it seems to be far cheaper than budgeted, or far better than it seems. That’s because this is the case.
There are two sides to every story, but this is my side.
