1 review for Csmobiles is not recommended
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Portugal
1 review
0 helpful votes

Ineffective Customer Service and Disrespectful Return Process
November 19, 2024

My experience with CSmobiles has been deeply disappointing, and the recent developments only reinforce my initial dissatisfaction with their customer service.

After purchasing a Garmin Fenix 7, I contacted customer support to request an upgrade to the 7X Solar model. From the start, I made it clear that the product was in perfect condition, unopened, and ready for return so that the upsell process could be completed as quickly as possible.

Despite sending several emails, CSmobiles failed to provide timely responses, even though my messages were viewed on the same day. This delay resulted in the missed opportunity to exchange the product in time, leading to the desired model being sold out and its price increasing.

The product was returned and delivered on November 14,2024, as confirmed by the tracking system of the courier. However, during the return process, CSmobiles failed to confirm receipt of the package, something they themselves require as part of the return procedure.

I finally received an email on November 18,2024, stating that the refund would be issued on the same day. However, this was not true. When I followed up, asking for a receipt of the refund and an estimated timeframe for the money to reach my account, my emails were ignored, despite being read.

It was only after escalating the matter—through formal complaints with the ECC-Net Portugal, the Online Dispute Resolution platform (ODR), and a negative public review campaign on platforms like Trustpilot—that I finally received confirmation that the refund had been processed on November 21,2024, seven days after the return was confirmed. The amount has since been credited to my account.

While I am relieved to have finally received my refund, the process was unnecessarily stressful and time-consuming. The lack of clear communication, repeated delays, and the need to escalate the issue publicly just to get a response from the company are unacceptable.

Key Issues:

CSmobiles misrepresented the date of the refund.
Customer emails were repeatedly ignored, even for sensitive matters like refunds.
The company only acted after significant pressure and formal complaints.
Additional Note: The shipping cost for returning the item was not refunded, despite the product being in perfect condition, unopened, and meeting their return requirements.

Final Recommendation:
I would strongly advise against purchasing from CSmobiles. Their after-sales service is inefficient, unresponsive, and lacks transparency. Should you face any issues with a product, be prepared to go through an exhausting process to resolve it. This company seems to prioritize its internal convenience over customer satisfaction.

Tip for consumers:

It would have been helpful to know that the after-sales service, especially for returns and refunds, is slow and unresponsive. Clearer refund timelines and better customer support communication would greatly improve the experience.

Date of experience: November 19, 2024
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