Reviewer Photos & Videos
- Verified customer
Fanco Wifi fans not smart and customer support non existent
Guys, I bought 6 supposedly smart wifi enabled Fanco fans from you (Fanco Infinity-ID DC Ceiling Fan SMART/Remote - White 54") but I cannot connect to a single one of them using the Tuya app. I have other Tuya based smart devices (ie. Bunnings Grid Connect switches etc based on Tuya) and they all work fine so that is not the issue. I described all tbis to you in two emails but have not yet received a reply.
- Verified customer
Bought a toilet fan online but I got a different product with different serial number.Refused refund and refused return bad service
Buyers BEWARE DON'T BUY FANS
Faulty product and will not return merchandise (still in box) I was sent to warranty and nobody could help . was pushed around back and forth.
Very bad customer service
Purchased a large fan, had it installed but it looked to small for the room, i rang the manufactures Hunter Pacific and spoke to [Name Removed] to ask if they can change over the blades to a the larger ones and [Name Removed] was great and said yes as they are sold in a separate box and will fit as the motors are the same for both sizes, he told me they do not sell to the public and i would have to contact FansOnline where i purchased it from to let them know what he said.
I send an email to them and they confirmed with [Name Removed]what he s...aid but they where not happy with that and would not change over the blades because they where installed. So i wrote back to them and got replies from [Name Removed] but they where too hard to deal with, so i told them i would purchase the blades outright from another company as money was not my issue and would write a review on them, they wrote back telling me to deal with the manufacture.
No customer service & fans dumped on verge in the rain
After phoning to check the 2 fans I wanted to order were in stock & being advised that delivery would be 5 working days I placed the order in good faith. I received a dispatch advice email 5 working days after placing the order. I called to complain but was told that they had been busy. I was out when the fans were delivered & they were left out on the verge in the rain. What a waste of time dealing with this company - I would have been better paying the premium to buy from Beacon Lighting & walking away with 2 fans in working order the day I’d bought them. I’ve learnt my lesson!
Terrible service twice
I've ordered from Fansonline twice and both cases, I had to follow up 5 days after ordering only to find out that the product I ordered wasn't in stock and wouldn't be for a long time. Why was the site not updated and why didn't they get in touch to explain the situation before I eventually called in.
There are some fundamental operational issues with this business.
should have gone to a shop !!!
bought a 150 mm fan on eBay , it was okay for a couple of weeks then it became so noisy
that no body in my house will use the fan anymore ... they will not help me an don't care ...
do your self a favour and go to a real store and get proper after sales service !!
Recommended and sold me accessories not required
When I provided the height of my ceilings the rep recommended use of extension poles.
When I and the electrician installing the fans read the manual on the fan model the ceiling height actually did not warrant the use of the poles - would actually reduce the effectiveness.
Fansonline refuses to accept any responsibility and have said I must organise and fund the return of the item and that there was a possibility they would deduct another $25 from my refund if they couldnt resell it. Postage costs exceed the the value of the poles due to it being so big and heavy so I cant even make the return.
Not fast delivery
Dont believe their fast delivery claim. Their FAQ states a 1-2 business day timeframe for Sydney metro but after ordering, I was advised the product is stored in a different warehouse and therefore will be delivered in 10 business days. It would be great to have this information before ordering. An empathetic and polite customer service team would also have appreciated.
Fan arrived damaged ! Polystyrene in box was broken despite box being perfect.
We did not open the fan boxes within 7 days. My husband spent one hour fixing the fan (dislodged the jammed cover) so the electrician could wire it rather than coming back again (would have cost more than the actual fan). Fansonline responded saying:" we receive the fans complete from the manufacturer and don't have any control as to how they pack it". Not good enough I say, it's not okay to on sell damaged goods !!! How about a quality check?
Nothing in stock after paying thousands for an online order!
Paid thousands of dollars for fans (all the same brand/ popular item) and informed 10 days later that there are none in stock with no certain time frame for availability.
- Verified customer
Buyer Beware. Very poor after sales service
Purchased 3 FANCO Urban DC Fans. The light does not turn off on any of these FAN lights. My electrician says the receiver is faulty. Fansonline does not agree and is not prepared to negotiated their return or a replacement or anything. Don't seem to care a jot!! Total waste of money as I need to throw these out and start again. Buyer beware as you will get ZERO support.
- Verified customer
I asked for advice from Fansonline for a ceiling fan to fit where an existing light was. My requirement was for a powerful quiet fan. The fan recommended and ordered had no light. Had to buy another fan locally when my electrician refused to install this fan telling me we to old to struggle with a flashlight at nights. I mentioned this to Fansonline, mute.
Make sure you get your order correct.
I incorrectly ordered 3 fans (no lights) and they refused to take one back as the box was opened.
All the contents were still in their packaging. Not happy.
- Verified customer
Terrible customer service!
Terrible Customer service I have ever seen! There's no way you could speak to a customer service after order. The phone no. is only for sales, any order inquiries you have to write and email and wait for their reply.
I order some vent grills for ducted aircon. I had ordered the wrong duct adapter size. I asked them for replacement and they said I had to pay $15 administration cost and I had to deliver and pick up the new parts which I accepted. They promised that the items will be ready in 1-2 business day. After two weeks, they didn't have t...
- Verified customer
2 fans ordered, 1 dead on arrival
2 fans ordered, 1 dead of arrival, still waiting over 1 month to be able to use the light/fan in my room. No communication from 'Warranty' company.
Refused return even when I didn’t want money back
I bought 2 exhaust fans from Fansonline with adaptors in 21 September. My electrician came last week to install and said the ceiling space wasn’t big enough for them. I contacted Fansonline who said I hadn’t contacted them within 14 days of purchase. How many people purchase and install within that time frame? I asked if they would just take them back for nothing. No refund, but I don’t want to throw them in the skip when they are perfectly good and still in their packaging. They refused. How bizarre?
Unethical company policies - No option for returning product
I ordered a fan and some accessories, and upon opening and plugging the fan in to test it knew immediately it was too loud. I wanted to return it and pay the difference for a more expensive model - but they would not allow it as the box had been opened and the unit plugged in once. I understand they are not obligated to accept a return under ACL - but choosing not to accept returns in this circumstance I believe is unethical.
Beware of this company.
I agree totally with everything said here. They are great when you want to buy something but you will get nowhere if there is a problem. Some of the parts were either missing completely making installation impossible, or did not match the colour or style of the pictured item. They didnt even match the picture on the box! Fansonline are expert at evasive and standard replies that just fob you off. I too was referred to the manufacturer. The responses to these bad reviews are typical of the difficulties and continued arguments you will incurr. Beware of this company please!
All is NOT great when there is a fault
Recently purchased a ceiling fan which had a faulty remote. When I emailed Fansonline about this they suggested I take it up with the manufacturer. This is a violation of the ACCC Consumer Code- sellers cannot send you to the manufacturer of the product they sell is faulty!! That’s why a retail store will accept a faulty product back!! When I did call them they refused to discuss the matter as everything must be in writing. A great way to frustrate buyers into giving up their rights out of sheer frustration.
Another example of how sellers are happy to talk to you when they want a sale but not when things need fixing! Extremely disappointed and frustrated.
Questions & Answers
Hi Fansonline, we bought a Milano DC ceiling light with LED light (white) from you back in 2018 (still have the receipt for $449) but only had it installed this year. It works fine but when you turn it on it buzzes for about 20 seconds then stops. The electrician who installed it said the buzzing isn't due to the installation and to contact the manufacturer as they will send a technician to address the issue. I'm impressed with the glowing customer reviews of Fansonline and hoping you can help me get this sorted? Cheers, Judith
Hi there Judith,
Of course, we would be happy to look into this, but we cannot resolve warranty claims through review portals such as this one. The fan you bought is covered by a 2-year in-home warranty, so depending on the exact date of purchase, it may still be covered. Please email firstname.lastname@example.org so that we can look into this for you. Thanks also for your lovely comments and yes we do take pride in our customer service and try to assist where we can!
We have 3 fanco 48" celing fans ,but the one in the kitchen will interninently do a beep and turn itself off. I have changed the battery ,but still the same .
Hi Norm, thanks for your question. We cannot diagnose this issue ourselves, however we have a customer service team available to assist with your enquiry. All the fans in our range are covered by a manufacturer’s in home warranty in addition to your rights under consumer law. Please email email@example.com so that we can assist you further.
Can you recommend an electrican for installation?
Hi Jenny, thanks for reaching out :) We're actually working with a third party company to offer a post- purchase installation service. If you've already purchased from us, email firstname.lastname@example.org so that we can verify for your purchase, and we can send you a link to the booking portal.
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