Tootstv Omdömen 

Great product and amazing value! They overcame some challenges with deliveries in and out. Eventually the owner drove the tv to us and made sure it was all working!

After my TV screen was damaged, I searched for a specific older model and found limited retailers with stock. One was Toots TVs. Their website suggested they were a small retailer and that stock might be ex‑display, which I accepted but the ad here said the set was new. I have since learned this is a side business only of an engineering company.

After an initial website issue, I completed my order following confirmation by email sent to me. A staff member, Trev, later called to helpfully explain their delivery process and discuss my need for this specific model, which was reassuring.

As I didn’t get any tracking information by the point Trev said I could expect delivery details I emailed again to ask and was soon given details. Delivery was delayed when Royal Mail could not carry the parcel due to size, but Trev confirmed this was resolved after I emailed to let him know.

Just over a week after ordering, the TV arrived. Unfortunately, the TV delivered was not the model ordered, a newer but inferior one instead. It also appeared faulty, showing a visible screen mark, intermittent power loss, and sound with no picture.

I reported this immediately with photos via WhatsApp. They suggested condensation could be the issue causing faults. Likely due to use of Parcelforce and sitting in van rather than the specialised delivery service they claim on website.They assured it would be dealt with in the morning.

Communication then became inconsistent. Messages on WhatsApp disappeared (settings possibly, but not knowingly on my end having checked mine - I switched off auto delete settings that had appeared in the chat), email sent the next day upon not getting the promised update initially went unanswered, and I had to ask for update via website contact page/facebook. A return was then arranged and the incorrect TV was collected and returned to Toots within a week of receiving it.

Despite asking each time for confirmation that the TV I had paid for would be set aside throughout, I received unclear responses suggesting it was “in stock”, rather than acknowledging it was already purchased. My concern was that my property could be sold again, given how rare the model is.

After overnight delay I had to email again and asked for an update to which I got a short email saying someone would contact me,

Trev later called and refused to send the correct TV, insisting on a refund against my wishes. During this call, I was spoken to confrontationally, inferring I was a “rat”, ‘is there something wrong with you’ and warned not to leave a negative review.
He was critical of the handful of emails and mocked my latterly pointing out their obligations. I did have to point out that while my professional background was not commercial but had enough awareness to know my legal rights. Trev started to describe his ‘honourable’ company background in some sort of defence for the poor service. So I anticipate a defensive response here to deflect.

As a result, I am now weeks without a tv and back to searching for a replacement. While mistakes can happen, the handling of this issue, poor communication, and eventual hostile response were disappointing. Clear communication early on would have avoided this situation entirely.

EDIT Despite assurances they’d refund me for the tv I bought, to date (more than 14 days after due delivery) no refund received and they have not responded to request for the ARN the bank requires to verify and trace this.

UPDATE still not supplying evidence of refund with ARN but have replied as of June 1st asking I allow more time. The maximum legal time allowed is 14 days, as I was spoken at on 22nd May, that will be the end of this week. A month after order made.