I purchased an engraved compass from Stanley London a distributor of Dalvey. Upon receiving it I noticed that there was a brown spec underneath the glass.
I addressed the problem with the managers Eric Newman and Nicole at Stanley London but they refused to exchange, repair or take responsibility for the faulty product. Rather than making good on their company's error - not inspecting or reviewing the product properly before engraving and mailing it to me - they told me to mail it to the manufacturer located in Scotland to have it removed under the warranty.
Instead of replacing the faulty product they expect me to be troubled with fixing a product (a product which cost me $100) that should have arrived new and in perfect condition in the first place. Worse than the inconvenience and the fact that I will have to pay to have it shipped to Scotland, it was a gift that I will not be able to give on time.
The staff at Stanley London were rude and dismissive claiming that it wasn't possible for there to be anything under the glass. At first when I tried to contact a more senior level person in the company the manager named Nicole refused to give me any other name.
I contacted Dalvey in Scotland and they responded by saying that they hoped they had time to fix it. Even if it wasn't unreasonable and unethical to ask your customer to pay to mail a new product to Scotland to be fixed the day she receives it, there is a warranty. So Dalvey is required to fix any problems with the compass for 1 year, yet they too are trying to avoid fixing the problem.
La Mesa, California