Smartwares Omdömen 

Teleurstellende ervaring met Tristar en de klantenservice van Smartwares Group

Mijn ervaring met Tristar en de klantenservice van Smartwares Group heeft mij teleurgesteld.

Het gaat mij niet alleen om het product, maar vooral om de manier waarop mijn klacht is behandeld. Tijdens het traject ontving ik verschillende en soms tegenstrijdige verklaringen, duurde het lang voordat er duidelijkheid kwam en moest ik als klant steeds zelf initiatief nemen om antwoorden te krijgen.

Ik heb beide partijen ruim de gelegenheid gegeven om mijn klacht inhoudelijk te behandelen. Hoewel uiteindelijk op mijn correspondentie is gereageerd, is voor mij de indruk blijven bestaan dat het proces onvoldoende klantgericht is verlopen. Een vergoeding van gemaakte kosten is naar mijn mening iets anders dan een passende tegemoetkoming voor de wijze waarop een dossier wordt afgehandeld.

Na afloop heb ik de reviews op Trustpilot gelezen. Daarbij viel mij op dat meerdere klanten vergelijkbare ervaringen beschrijven op het gebied van communicatie, levertijden, retourafhandeling en klachtenbehandeling. Dat heeft mijn indruk versterkt dat mijn ervaring helaas niet op zichzelf staat.

Voor mij zijn normen en waarden zoals eerlijkheid, open communicatie, verantwoordelijkheid nemen en respect voor de klant de basis van goed ondernemerschap. Juist op die punten ben ik teleurgesteld.

Iedere consument moet natuurlijk zelf een oordeel vormen, maar mijn persoonlijke ervaring maakt dat ik in de toekomst geen Tristar-producten meer zal aanschaffen.

Theo Adema

Absolutely pathetic company…!!

Bought air cooler from Tescos online, and for some reason they have allowed this charlatan business on their trading platform.

Initiated a return via Tesco as the item was leaking water everywhere… since then the correspondence with Smartware has been abrupt and unhelpful, they don’t answer calls on their phone number, their response time to emails is so slow.

Tesco gave me a refund, and Smartware emailed me an Evri return label.

When I tried to drop it off the retailer advised me that they were unable to accept the parcel as it won’t note a code that was eligible for store drop off. When going online to Evri it doesn’t recognise the retailer name….

So I’m still here with a parcel to return to them 6 weeks after raising the return.

HORRIFIC EXPERIENCE! DO NOT ORDER FROM THIS COMPANY!!!!
I ordered an air cooling unit from B&Q Marketplace from this company. After over a few weeks of it being “in transit” with DPD and no responses to my enquiries from this company I enquired with B&Q who’s customer service team were excellent and were able to receive confirmation from DPD within minutes that the item was lost in transit. B&Q reported this and forwarded it to this company. They then contacted me and told me to complete a notification of not received form which I did. They responded confirming they received my form and were investigating with DPD. A week past and still no update. I re enquired yesterday and received a generic email back saying my item was on its way and was delayed because of the heat wave. It’s actually laughable because they clearly haven’t bothered to even check through my order correspondence otherwise they would’ve seen my item has already been declared lost. I emailed back, and the response I received was again another generic email asking me to again complete the not received form. Clearly not checked my previous correspondence again! This company does NOT care about you as the consumer. They breach consumer rights and should be immediately removed from B&Q marketplace. I still have not received my money back. AWFUL AWFUL AWFUL

Dreadful returns process when purchased through Tesco Marketplace. Waited three weeks and after multiple e mails from my side I had to pass it to Tesco to resolve. Dont buy from this company.

Do not use this company I brought an Aircon unit from Tesco’s marketplace - Tesco are allowed to advertise the item using their trusted brand, take your money. then deny all responsibility if anything goes wrong. Many big companies are doing this now. It should not be allowed This company do not respond urgently to emails and no telephone numbers Work, so forget about talking to anybody and their emails just brush you off .

Iets besteld op dinsdag 30 juni. Zater zou het geleverd worden. Wel aangemeld bij post maar post heeft niets ontvangen in het weekend niet bereikbaar. Dinsdag weer proberen. Alleen bereikbaar voor bedrijven en de verbinding wordt verbroken.
Via extern bedrijf contact zijn ze het"vergeten" op te sturen. Ipv sorry, je kan de bestelling annuleren... wat??? Dus of jullie hebben het niet. En zijn oplichters of jullie zijn een echt slecht bedrijf.
Ik raad iedereen aan ergens anders je spullen van dan te halen.
Bij bol staan ze ook geregistreerd als roos electrics die is al falliet dus niet te vertrouwen dit bedrijf.

Terrible communication. Bought an aircon unit via Tesco Marketplace. Unit was faulty so want to return it. Advised by Tesco to communicate directly with Smartware. The phone option for consumer goes straight to a Dutch recorded message which says go to website (which isn't very good). Unable to print a return lable as "This product has already been returned or may not be returned". Very, very disappointing.
Recommend avoiding. Will be taking this up with Tesco so that they are aware

Nu geeft ook de 2de brandmelder het seintje dat ie er mee op gaat houden. Beide zijn geproduceerd in 2021. De ene hield er vorig jaar er mee op en de andere dus nu. En dat terwijl er op de brandmelder staat dat de batterij een levensduur van 10 jaar heeft. Ik weet niet of ze kunnen rekenen bij smartwares… baggerkwaliteit, misleiding…

I purchased a RM520 smoke alarm with 10 year battery in December 2025 it now keeps going off for no reason (day and night ) then stops before I can get to it .The email address on the back of the product is not recognised.

Exactly the same as the other reviews on here. Ordered cooling unit Smartwaresgroup via B&Q - advertised next day delivery. My money has been taken from my account yet no sign of my delivery. I contact them daily to request a full refund yet my request is ignored and I am just told to wait. It has now been 9 days. I have tried to obtain a complaints email address yet they evade answering this request. I found an email address online yet it has yet to be read 2 days later. I reported this to B&Q and they were very little help so I will submit a formal complaint to them as it was their website I used. I cannot express how stressful this has been and how much time I have wasted to get the same response every time. I wouldn't even give this company 1 star. I believe given the constant theme with these reviews B&Q should immediately suspend them from trading on their marketplace. I have sent a formal complaint to B&Q and await their response and I will also be contacting trading standards to report this company as this is theft - how can all customers be having the same problems and all being told we can't get a refund

I purchased a air conditioning unit from B@Q to help me combat the heatwave we previously had in the UK.
Unfortunately it's been nothing but delays, DHL are implying the parcels is missing and the seller is saying it's with DHL so I'll end up popping over to the DHL e-commerce depot where it was last recorded to see if the parcel actually exists.
If not I'll post a update to the review and definitely filing a charge dispute.
Either ways horrible experience and nothing but headaches trying to sort this out.

(Update)...
The air conditioner arrived it works well and is good for the price however the main issue is the logistical side I would not recommend they advertised next day delivery cause 11 days is not 1-2 days
Honestly too much hassle and stress to deal with this when I have already a stressful life.
Either that I would reccomend this company sorts out their delivery logistics to stop all these issues from happening again and don't advertise next day delivery if you can't promise it.

Don't buy from this seller on b&q marketplace. We placed an order on 25/05/2026 for an air con unit with next day delivery. It's still not been dispatched and they claim it has though they are unable to provide proof of this. Awful communication and numerous requests for a cancellation and refund later, still no action from this seller and no item. Have just initiated a charge back with the credit card company instead as neither the seller or b&q seem to be interested in sorting this. Buyer beware.

This company should be fully investigated and shut down immediately and b&q are no better for allowing them to sell through their website as a third party seller. I've been defrauded £180. Bought a dehumidifier with next day delivery and I've never received it. I'm being denied getting refunded. I'm currently in the process of reporting this to trading standards. NO ONE BUY FROM THIS COMPANY YOU WILL BE DEFRAUDED.

UPDATE I am editing this review to provide an update. My husband spoke to smartwares yesterday and told them due to non delivery of the product and refusal to cancel or refund our money he was opening a case with trading standards and reporting the matter to the police. Today miraculously our dehumidifier has arrived. I'm really glad we've had a positive ending to this situation and recieved the goods we ordered but it shouldn't have taken numerous calls and emails on an item that was advertised as next day delivery. In total we have waited 8 days and throughout the process Smartwares have refused to give us a delivery date. I've tracked the order daily and it was only collected by dpd for delivery last night. I strongly believe the only reason this matter has been resolved was because my husband informed the company he was getting the police involved.

Update to my previous review:

Smartwares responded to my review stating that my order has simply been "delayed". Unfortunately, I am unable to reply directly to their response, so I am posting this update.

My concern is that throughout this process I have been given conflicting information regarding the whereabouts of my order. I was initially told the parcel was on its way, then I was advised it was with DHL, and more recently I was told it is with the postal service. Despite these changing explanations, I have still not received the item.

I requested that the order be cancelled and refunded because I no longer wished to wait indefinitely for a product that had not been delivered. I exercised my rights under UK consumer legislation and requested cancellation due to non-delivery. However, this request was refused, and I was repeatedly told to wait for delivery or refuse the parcel if it eventually arrived.

This review reflects my personal experience. The issue is not simply a delay; it is the lack of clear and consistent information, the refusal to honour my cancellation request despite the item not being delivered, and the fact that I was left without the product I paid for.

Based on my experience, I would not purchase from this seller again and would encourage potential customers to carefully research reviews before placing an order.ng that I am unable to reply to your rep

Appalling customer service: steer well clear
During the recent warm snap in the UK I ordered an air con unit from Smartwares Group on the B&Q platform. It was scheduled for rapid delivery - which was one of the main reasons I chose that product/seller.

The package was collected by DHL on the 27th May. On the 28th of May the tracking notification informed me that the package was delayed and has not been seen since 28th May - meaning it has been lost and that I should contact the seller.

I have exchanged numerous messages with the Smartwares customer service team. They seem to believe that having handed the package to DHL, they have no further responsibility to ensure its safe delivery. They have refused to contact DHL, and advised me just to wait and that it would probably turn up eventually.

When I requested a refund, as I had not received the air con and would like to order one from a company that would actually deliver, they refused, but said that I could return the air con when it arrived and they would process a refund then. But how can I return a product that has not been delivered?

Temu kwaliteit en een nog slechtere klantenservice. Niets van kopen!

In december 2024 drie rookmelders geïnstalleerd die een levensduur van 10 hebben. Twee ervan inmiddels verwijderd omdat deze onverklaarbaar alarm gaven (waarom altijd midden in de nacht?).

Smartwares heeft zich uiteindelijk aan de toezegging gehouden om de camera (vanuit China) weer te laten activeren. Sinds dit voorjaar heb ik dus weer alle functies van de door mij gebruikte camera's ter beschikking. Ik dank de helpdesk hiervoor! Tegelijk vraag ik mij wel hoe het met de privacy van de beelden gesteld is....

Smartwares verkauft billigen und nicht funktionierenden China Ramsch und findet es nicht einmal der Mühe wert auf schriftliche Garantieanfragen zu reagieren.
Fazit = wertloses und schlechtes Produkt und miserabler Kundendienst
Danke - NIE WIEDER !!!

Rookmelders gekocht, maar vragen over koppelen. Handleiding geeft niet voldoende info. Nergens een mogelijkheid om ook maar enigszins in contact te komen of een vraag te stellen. Na een klacht hier kreeg ik een e-mail van Smartwares en hebben zij mij goed geholpen. Jammer dat dit niet gelijk via de website kon, maar fijn dat het uiteindelijk toch is goedgekomen.