"Terrible customer service ,I purchased…"

Terrible customer service ,I purchased a saber for my son's Christmas present and it has eventually turned up in a branded box with zero protection for the saber and this has resulted in a saber that doesn't work properly I have no sound at all and none of the other features work as they are meant to ,the one reply I did get was to say that I'm not using it correctly and I should download the instructions ,like I haven't done this before I contacted them it's clearly a faulty item and despite 10+ emails and multiple times trying to contact them on a live chat I'm getting no replys now this cost me over £200 and it's useless I can't give it as a present and it doesn't look like I'm going to get a refund ,I've since found out that there are real uk company's that supply the sabers that cost the same amount and have great customer service so much so that one company galaxy sabers have sent me a saber for free to give my son something on Christmas day so my review is avoid galactic sabers at all cost and go to galaxy sabers uk to get your saber.



Just to let you know that your order is still being made. However, we are now taking a break starting from Monday the 28th and will return on the 11th of January. If you ordered after our December 2nd cut off point and up untill the 20th of December, your saber will be dispatched between the 11th of January and the 18th. from an email so your explanation of u being closed is a lie ,also I've never been offered a refund and you only contacted me from your bedroom after the credit card company had refunded us because you were ignoring my emails ,and I think you will find you do not trust or recognize this website : my last message with you was on the 22nd of December when I sent you all the proof that our saber was faulty but you then chose to ignore us until the very same day our credit card refund came through,Hi there

Thank you for your message.

We have been waiting for you to send requested video of the issues you have been facing along with any pictures of the Saber and possible damage to it. As you have not provided such a video ( only a very brief video that did not contain any requested parts) we are unable to help.

You are free to send us a video of the requested parts as per PayPal. However, if you do not, we are unable to assist you and will only prelong resolving this issue. We will let your payment issuer aware of this too.

As for the comments on our business. Please note, any such language will not be tolerated so please bear this in mind in future emails otherwise we I'll be forced to take action.

As per requested before. Please send the video of the blade ( close up pictures), the hole which the blade goes into the Saber ( without the blade in), the exposed battery compartment etc... We will then investigate.

As for trustpilot. We do not use such a reviewing platform and neither do we promote such a review platform.

Merry xmas

Kind regards

Michael
Sent on 22nd of December and my language was only bad because of your constant ignoring of my messages


I've sent all that u ask why am I not getting a response

Hide quoted text
On Dec 22, 2020 19:58, Michael Thackeray wrote:
You can send videos via emails as an attachment aswell as pictures.

Please do so by tomorrow

Kind regards

Michael

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If I could post pictures on here I'd happily do so Micheal is a liar and I suspect he's running this whole so called company from his bedroom,he can say all he likes about my emails and im happy to admit that I've got heated in my replys ,but it's a 12 year old lad that missed out on a Christmas present and we are left with an expensive broken saber ,we would of happily returned it had the option been available but apparently they shut down for Christmas on the 28th as stated in an email not the 22nd as u are now claiming which also happens to be our last communication with him in which I presented all the information he required but he chose to ignore till our credit card company refunded us which by the way is on hold until this is sorted out and as I said my son still doesn't have his present

"Absolutely fantastic service received…"

Absolutely fantastic service received from Galactic Sabres. Item arrived promptly in perfect condition and in time for Christmas. Ordered the (Rey Sabre) blown away by the quality and craftsmanship the item is a gift, and the recipient will be over the moon when it is opened.

"Not a scam, happy with result"

For those worried about it being a scam, I got mine today and all is well! I did have my doubts but all in all I’d rate it a 7/10.

Points of improvement:

Made in China. According to the label stuck in the box. Although I can’t say much as the website did say they had factories internationally. However, I did contact them to ask if they had my preferred one in stock in the UK - mainly because I didn’t want to pay duty expenses - to which they said they had plenty in stock. But the parcel came from Saudi Arabia and I still ended up paying an additional £18.50 in duty expenses, the same day it was being delivered (today).

A further problem with this is that when you plug the charger in, a lady says what I assume is ‘charging’ in another language (or heavily accented). However all other sound effects are in English.

Time. I placed the order on around the 20th of November and only received it today (15th Dec). Admittedly, this may be because DHL screwed up my initial order, and because it’s Christmas.

DHL. When my initial parcel got shipped out (from Saudi Arabia), I only realised it was being shipped to Wales once it had been delivered! (I don’t do online shopping enough clearly). I contacted Galactic Sabers UK to see if I’d been given the wrong tracking number, to which I received an almost immediate reply (less than a day later) apologising and saying he’d ship another one out to me. This was around 2 weeks ago, which from that perspective is good shipping time.

Pros:
Michael was very quick on replying to my emails, the lightsaber actually works - so far - and colours change, it charges well etc. Sound is a little annoying but I ordered the cheaper soundboard. I’m happy with what I got. If this came from the UK I would definitely buy again. Any questions find me on Facebook: Tatjana Master
:)

"Terrible customer service!!"

I received my order but needed some help, so I contacted customer service. I have left several messages including one at a number that was listed on their website but haven't heard anything back from the seller. This is unacceptable as I have spent a lot of money (including a customs charge for dhl) for my item and it appears to be either faulty or missing some parts and therefore I needed some assistance. The complete lack of customer service has left me feeling totally disappointed, ignored and very annoyed. They still have not responded to my messages and I don't know of any other way I can contact them. I cannot recommend this seller as they can't even grant me the courtesy of replying to my call/messages. The customer care so far, has been non existent and absolutely shocking.

Update 12/02/2021

I first posted my review of Galactic Sabers on the 11th December 2020 to say how dissatisfied I was with their awful customer service. Two months later I finally heard something back but not from Galactic Sabers. I was informed by Trustpilot that Galactic Sabers had flagged my review because they did not believe that I had a genuine experience with them. Luckily I provided the team at Trustpilot with my proof of purchase and my review has now been marked as verified.

I am absolutely disgusted with how the people at Galactic Sabers have failed to be of any assistance in helping me with my issue. Instead of offering to help me or just simply apologizing, they tried to take my review down. This has got to be the worst experience with any company I have bought from. Shame on you Galactic Sabers!!!

"Incredibly disappointing experience"

UPDATE 30 JULY
10 months on from my hugely negative experience, Galactic Sabers are still finding reasons to flag my review. As a result, I am now compiling a factual report for Trading Standards of Galactic Sabers’ actions and correspondence.

UPDATE 02 MARCH
Further to my successful chargeback, a person at Galactic Sabers - who has requested to remain unnamed in my review - said he would be 'notifying the financial ombudsmen about the issue as the bank needs to reviewing vital terms and conditions of sale... I will request that a letter be sent to you in yards to this matter.' I present this as a further example of their customer service.

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I had an incredibly disappointing experience with Galactic Sabers and really regret buying from them.

I ordered a lightsaber for my husband’s milestone birthday. I live very close to Galactic Sabers, and offered to collect it to ensure I would have it in time. **name redacted at request of Galactic Sabers** replied, ‘we are currently inundated with orders and not able to offer collection sadly.’

What I think he should have pointed out was that I could not collect from him because my order didn’t come from Galactic Sabers in Louth, but from a company in Hong Kong. I had chosen Galactic Sabers because I thought the lightsaber would be made locally by a craftsperson, and this was not the case.

I received a text message requiring me to pay £17 in shipping duties for DHL to deliver it to me. Like another reviewer, I did not expect this. The homepage refers to ‘FREE Worldwide Shipping!’, and the information about customs charges is on a separate page.

The lightsaber arrived and when we tried to operate it, the instructions that came with the product clearly did not relate to it, e.g. they referred to LEDs, which the lightsaber did not have. In fact, the lightsaber looked like a different model to the one I’d based my purchase on from the website. When we queried these issues, **name redacted at request of GS** kept referring to LEDs and this made it clear he did not know what I had received, and had never seen it. This was also confirmed by him describing wrongly where the charging point was.

The power button fell out; it was only because I saw it fall that we knew where to look. **name redacted at request of GS** later said ‘… this is not a design flaw. It is made to be fairly loose’. It wasn’t ‘loose’, it was unattached!

**name redacted at request of GS** agreed for me to send it to him to see if he could deal with the issues. He then claimed the issues were down to a loose battery, ignoring the fact the lightsaber wasn’t the same model that I’d ordered (e.g. no LEDs) and that the power button was detached.

I said we weren’t happy with the product and wanted a refund, having returned the item. **name redacted at request of GS** was very resistant to this, despite it being within consumer rights for distance selling. He said ‘these [the lightsabers he sells] are custom items and we do not accept refunds’.

I again requested a refund, stating that I would raise the issue with my bank if not refunded in full by Galactic Sabers. **name redacted at request of GS** declined once more to do this.

Then I received a strange email, from the very same email account **name redacted at request of GS** had been using, but using a different name. Here’s the email as it was written:

‘Hi Juliet.

‘Your email and issue has been forwarded to me.

‘I have spoken to our legal advisor and they have stated that on this occasion, our policies are certainly valid. However, they also state that due to covid, any such legal matter would take months and as a company that takes pride in their lightsabers and our customs service, we don't want that for our customers.

‘I apologise for our **information redacted at request of GS** and doesn't yet have the confidence in his customer relations Ability ( its being worked on)

‘However, I would like to state that due to our cancellation policy, we will have to place a 10% charge on the refund. This is mainly due to donating a certain amount of profits to the ark animal rescue near louth. As we have a already donated part of our profits from this item, we will need to implement our cancellation fee.

‘Let me know if this is acceptable.

‘Kind regards.

‘**other name redacted at request of GS**. CEO’

I did not respond to this strange email as it still did not agree to my request for a full refund, and raised a chargeback case with my bank. **name redacted at request of GS** subsequently refunded 90% of the purchase price – which I hadn’t agreed to – and I successfully raised a chargeback with my bank for the other 10%.

The item that was meant to be the highlight of my husband’s birthday was a complete failure, and my correspondence with **name redacted at request of GS** was incredibly stressful.

"Helpful and responsive, Good products."

Was unsure at first but they were happy to answer any questions i had regarding their products.

I had some trouble with DHL but that doesn't reflect on GS it arrived around 2 weeks after ordering. The lightsaber is of a good quality and the sound board and blade are exactly what i wanted. Would use again.

"Wonderful Company"

Amazing product!
Feels extremely sturdy to hold and use, super bright LEDs that light up the whole room.
Controls kinda confusing at first due to only having one button, but come with instruction cards, and quite easy to get a hang of with a bit of time.
Literally infinite blade colours to choose from with the RGBs.

Fast dispatch and surprisingly fast delivery considering it comes from Hong Kong.

Super amazing customer service, had a little problem I had with the saber solved within 10 minutes of sending the request for help on Facebook.

Big recommend, definitely gonna buy from here again when I inevitably want another saber.

"Great feel"

Great feel, amazing detal, really bright blade, excellent packaging.

"Amazing light saber"

Fantastic! Son loves it and just what he wanted. Very quick service and friendly seller. Thanks so much :)

"MTFBWY! An incredible product"

An amazing product! My expectations were exceeded from the start.

When I explained the background to the order Michael quickly got in touch and helped accelerate things further.

The lightsaber is a work of art and beautifully crafted. The electronics make it EVEN BETTER!

Thank you!