"I ordered a Ninja AirFryer 3 weeks ago…"

I ordered a Ninja AirFryer 3 weeks ago and as of writing this review, I still have not received it! When I ask for a call back I never receive one. I get emails when I ring them to advise what is happening but no one actually rings me back and there is still no resolution. This is the first time using Catch, unfortunately not a good experience.

"Broken cupboard I bought a solid pine cupboard in July"

I bought a solid pine cupboard in July. I fully installed it and at the end realised it came without a door. After many phone calls they told me that I should dismantle it and put it back in the original box. I informed them I do not have the original box, and the cupboard weighs a ton. How can a dismantle cupboard fit in a cardboard box?. They arranged for the courier company twice who refused to collect it as it is not in a box. I cannot understand this is the customer service as it is since July and they do not seem to fix the problem. I have raised it with the dispute team who just send me a message to pack it securely, still awaiting their response

I have spoken to you’ll numerous times, and I fail to understand why you’ll send me the same message again and again

I need it to be picked up on 20th November
The cupboard weighs 20 kgs. I do not have the original box and no box will be able to carry this weight with the dismantled pieces

The courier company has asked me for you’ll to arrange a crate

Please arrange for it to be picked up

"Worst warranty/returns service - still waiting for a reply"

Purchased a laptop on Catch and after a while, the laptop battery bloated up, pushing the laptop casing open and out of shape. It was still under warranty so I put in a warranty enquiry.

Catch asked for photos of the laptop problem, which I sent through. After that, I did not hear back from them - I had to call them several times, each time with a promise the enquiry has been escalated and marked urgent and that I will get a call back the next day. Never happened even once.

On a recent call I made to Catch to enquire on the status as I had not heard back, the customer service told me the enquiry had been closed and no one is looking at it - and had to reactivate the enquiry!

It’s been weeks now and I am still waiting for a simple reply/response. I need this laptop for work and study but it’s unsafe to use due to the battery bloat, yet Catch doesn’t seem to care.

"I bought a dozen of wine bottles and…"

I bought a dozen of wine bottles and never delivery to me.I been many times in contac with them,and only promises. You only are in contact with the machine. No one there to resolv the problem.The government should do something,because this people never want to give the face to fix the problems they create.Never more with this useless

"Great most of the time"

I buy from Catch on a weekly, if not monthly basis. More often than not it’s been a great experience with fast shipping and customer support when things do go wrong.

"trust seller and good postage time"

trust seller and good postage time

"Great Website and Everything Reasonably Priced"

Products well photographed and described exactly as is. Goods arrived well packaged and in good time. Great prices, good specials, will use this site again. Fabulous loyalty scheme.

"The hype around dyson"

The Dyson was better than expected and was well worth the price.

"Solid product"

Solid product, but a little tricky to use on vertical surfaces.

"The worst online experience of my life…"

This has probably been the worst online shopping experience of my life. I ordered two products from Catch directly and after a week I had to reach out to them as to where they were because they hadn't been dispatched yet. Not only did it take another week for someone to reply to my email, they told me:
"The order has gone through but there has been a massive delay in our warehouse due to the volume of orders that we have received. Please accept our apologies that your order was not shipped out in a timely manner. I can certainly feel how disappointing this may have been. Rest assured that our Warehouse Team is doing their best to resolve the issue soon.

On this occasion, we would like to know if you are still willing to wait for the order to be shipped out so we can organise a replacement if stock permits. Otherwise, we can also organise a refund for the items that have not shipped out yet."

So I replied, stating this could have been explained to me a week ago, advising I would be understanding. I then asked what date they believed dispatch would be and if that timeframe was unreasonable I would opt for a refund. This is what I received in reply:

"What we can do as a workaround is to process a full refund for the item/order in a form of store credit so you can use the same funds should you wish to re-order them again.

We would process a replacement for you if you prefer but I'm afraid we are also having some issues with replacements and we have noticed based on some previous orders that reprocessing the order on your end works better.

Given this experience, I have also processed $81.99 Store Credit as refund for the order and $21.00 Store Credit as a gesture of goodwill for the price difference on the Tony Bianco Aurora Hold All Bag - Black. The store credit is valid for 3 months, 22-December-2022."

Not only are they stating the order has become a 'replacement' issue that they can't fulfil, instead of the refund they offered me, they manipulated the customer service reply into a 'store credit' so I could re-order on my end?

I replied:

"The below is not what I asked for, nor what you stipulated in your initial email, and I have no idea what this passage means?

"We would process a replacement for you if you prefer but I'm afraid we are also having some issues with replacements and we have noticed based on some previous orders that reprocessing the order on your end works better."

I asked you when the products will be sent out, not for a replacement (you still have not given that information to me). It's a simple question, does the warehouse have the stock or not? Is the order still being fulfilled or not? Why would I reorder the items with Catch again? Why would I order with Catch ever again? As someone who has worked in Corporate Logistics, this is the worst example of vagueness I've ever seen. And this manipulative customer service on top of that is as appalling as the logistics.

As I am entitled by Australian Consumer Law, I would like a direct refund of both items into my bank account. Not a store credit.

I will not be shopping with Catch in the future. Please see that this happens in a timely manner.

And good luck with convincing people they have to place another order of the same items because you have issues actually fulfilling orders. It's quite simply horrendous, and this whole experience has been disgusting to go through.

Have a nice day.

**JUST A PSA for anyone wanting to purchase from Catch. I wouldn't bother.**