Add-On Design Reviews 60

TLDR; 6months of drama, wrong design sent TWICE, bad communication, constantly had to chase for updates, and now told there is nothing further they can do!

21/08 Reply to my online form submission asking if possible to have the Scirocco LOGO. They sent two photos of the logo. 22/08 I confirmed which design I wanted.

23/08 Ordered & emailed to say I had ordered so they could tie up my order with our emails.

26/08 “Thank you for your support. Let me contact our design team on that.”

10/09 Received them, and emailed to complain as it was literally just SCIROCCO in a basic typeface – NOT the logo I requested and confirmed. I asked for a replacement and to see a photo BEFORE shipping.

12/09 & 17/09 chased

18/09 “we have shipped the replacement door sill, and the tracking information will be sent to you shortly after.” I replied “I thought I was going to check a proof first" They reassured me “We have confirmed with our design team that we will make the design for the image design you have sent us.”

22/09 tracking number supplied

02/10 chased as no change to tracking
07/10 & 10/10 chased

14/10 arrived wrong AGAIN. Same as the first time! Emailed to complain…again.

17/10 chased

21/10 “Let us send a free replacement again. This time, we will ask our design department to confirm the design, forward to you for confirmation on the order before sending” 21/10 offered to send the logo as a vector in case that was the issue, though they said the original image (that they supplied!) would work fine

22/10 “We are currently working on it with our design team. Should be able to send you a printed design within the next day or two”

24/10 chased

26/10 they sent a photo, of the new replacements and they were actually correct! I confirmed they were good to ship. I asked for an ETA
27/10 they told me shipping was approx. 7-10 days

08/11 chased for tracking / update

09/11 “The replacement request is currently under processing. Once we get an update, we will send you the new tracking number.”

13/11 chased

14/11 “We are sincerely sorry for the delay. I can see here that the replacement has been actioned which means that your order has been packed. As per status, we are just waiting for the courier to pick up the item. I have sent another follow up today to get an update.”

21/11 chased
27/11 chased

28/11 “Thank you for reaching out to us. We have received your concern and are currently looking into it. Please be assured that we are working diligently to resolve this matter and will provide you with an update as soon as we have more information.”

08/12 chased

12/12 “We sincerely apologize for the inconvenience and the delay you’ve experienced. We understand how important it is to resolve this for you as soon as possible. Please rest assured that we are actively working on your replacement order to ensure it reaches you promptly. We will update you with further details, including tracking information, once the item has been dispatched.” I replied and asked for an explanation & ETA as I saw the correct product photo over a month ago!

17/12 practically the same email apologising and saying they were looking into it.

01/01 chased

06/01 “Thank you for your patience. We’re pleased to inform you that your replacement order has been processed and is now on its way!
Replacement Details: New Tracking Number: 4PX3001569834508CN”
I finally thought this was it!

05/02 chased as no change to the tracking…again

06/02 18:12
"Our sincerest apologies for the delay. It looks like the replacement order did not move and was not picked up by the courier. We've found out similar scenario as this where in our old supplier did not progress orders and it looks like you were also impacted. We've moved forward to a new supplier and I have already requested to initiate a new order and get this shipped out asap. I will assure you this time it will be shipped and I'll monitor it from time to time if I have to. I'll keep you posted once an update is available.”

18:36
"I am reaching out to you again as I have conducted an investigation and communicated to the processing team. Upon checking, the requested font to be printed on the door sills were not followed hence replacement orders were sent multiple printed on the door sills were not followed hence replacement orders were sent multiple times. Even after sending the replacement requests, the correct logo is still not printed. The reason for this is because our processing team has a default font and usually the requested print are the actual logos which are small icons. At this point, we will not be sending any replacement anymore as we won't be able to fulfil the requested print layout"

I have of course gone back and asked “which is it - new order with new supplier is being processed, or you can’t fulfil it - even though I SAW the correct replacement set months ago!

I ordered 2 of these light up door sills, the first arrived and was great, a few days later the second one arrived but unfortunately it was with the wrong brand on it. I emailed and they replied straight away, they said they would replace the item, which they did but it did take a few weeks to get it. Partner was happy with them once we received them.

I bought the LED door sills for my car the other day and i’m obsessed with how they look at night whenever i open my car door! Definitely one of my favorite add-on i’ve bought!

Fantastic customer service, items fit perfectly. Will definitely use again.

Only giving a 1 because 0 isnt availiable. I wish i had of read the reviews before ordering, Took over 3 weeks to arrive. Never stated they were shipped from china. Arrived and didnt fit. 5 or 6 emails exchanged between them to try and bodge them to fit, and in a nut shell, NO YOU CANT HAVE A REFUND - Total waste of time and money.

Received in good order, and fitted well looks really cool. Would use this company again without hesitation.

Very poor quality, I’d advise going through eBay or AliExpress and getting them from China for 25% of the price

""THIS IS A SCAM""

THEY DONT FIT DESPITE GIVING SPECIFIC MAKE/MODEL AND REFUND/RETURN REFUSED.

DO NOT USE THEM !

Stay away from this company the customer service is horrendous and will not let you do any sort of return even for unused/unopened products

Refused refund despite their policy promising to refund on an incorrect item. Cheap and rubbish product shipped from China and takes ages.

After installing them on my doors, they did not function until I physically interacted with them. I reached out to the company for assistance, and while they suggested various troubleshooting steps, none of them resolved the issue. When I requested a replacement or a refund, they stopped responding altogether. This is clearly a scam company, and I strongly advise against making any purchases from them.

I ordered a pair of light up door sills for my sister to put on her car. They arrived 5 working days after ordering. Are light and super easy to charge with the enclosed USB lead with easy to follow instructions and look great with their flashing colours. I’m sure my sister will love them. Highly recommended

Customer support if good and product is delivered as described.

Came within 2 weeks, put the lights on my car sills yesterday. Easy to install, had to use velcro to secure them as didn't want them falling off. They work brilliant. Really set my car off

Got this product for my husband for Christmas and he absolutely loved it! Fast delivery and great customer service! Would 100% recommend!

Truth thought it was to true to be good . Looks great. For the price highly recommend

A really great product, very well made and looks fantastic

Ordered on 6th December delivery timescales on website said would be in time for Christmas 5-15 days... they still haven't sent it and guess what ... they are in China !! Would be surprised if anyone has literally ever received in 5 days ! Told them to cancel and refund as will be no good to me after Xmas but they keep thanking me for my patience which ran out quite a few emails ago !!!! DON'T LIE AND YOU WONT GET BAD REVIEWS ! Scammers !!! Out of principle I would massively avoid !!!!

Made an order 15 days ago, still not even been shipped!

Their website clearly states 24 hours to ship and 5-14 days to receive.

5 days ago they blamed it on the courier not collecting and escalated it - and here we are, still no update and the ‘courier’ hasn’t collected!

Note: I do have a tracking number but for 15 days it has said ‘Parcel info received’ and that’s it - so somewhere along the line there is miscommunication or just plain incompetence if it has also happened to others…

Awful company , charge for express delivery , still NOT received 7 days later , still waiting !!!,, they blame courier when you finally get a response .. heads up , most items anyway are available on ebay / amazon half the price!!
disgusting customer service / refuse to issue credit ... Beware - and purchase elsewhere !!

would you belive this ...took 2 years.. yes 2 years for a response

Reply from Add-On Design

Updated 2 days ago
I apologize for the frustration, SenShi. We take product quality and customer service very seriously. We haven't been able to locate your order details here, so please reach out to addondesigninternationa with your order #. I’d like to resolve this for you personally.