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Pure Ventilation
Terrible - stay away!
I purchased a Chico bathroom exhaust fan because it is shown on their website as having a clean, flat facia. When it arrived, it had a plastic pimple in the middle. When I asked to return it, I was first told they would send a replacement facia but was then later informed that this is how it is manufactured and I should have read their image disclaimer. They offered a return, but I had to pay a restocking fee. I refused to pay the restocking fee as the product was not as described on their website. I now have to take them to VCAT to try and get a full refund. Stay away from this company!
1 comment
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Syed MoniruzzamanSydney, NSW
- 2 reviews
- 2 likes
Jeff has been very helpful in selecting the right fan
I sought help from Pure Ventilation for choosing the right exhaust fan for our new bathroom/shower. The electricians confused me but Jeff came to my rescue and showed me the right product. Thanks, Jeff for all the help.
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82desmoHunter Region, NSW
- Verified customer
Quality advice and direction from Pure Ventilation
Pure Ventilation provided quality advice with recommendations and technical direction that was easy to understand and implement. I commenced fact finding with several companies to determine the best solution to my needs. The team at Pure Ventilation responded quickly with knowledge that resulted in me discarding other potential suppliers. After a price check against competition, I was happy with Pure Ventilation and placed the order.
Thanks team.
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Staff very helpful and product delivered very promptly.
Staff answered my queries very promptly and were helpful. Order taken on Friday, kit arrived Monday and installed by our electrician on Wednesday. Brilliant!
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Speedy and informative service
My email request for advice on fan intake options was answered very promptly, and with lots of relevant information and product links. Great service!
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Excellent follow-up service
I had an ongoing query relating to a speed controller for a heat transfer fan.
Staff were very patient and helpful resolving this to ur full satisfaction.
many thanks
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Ronald L.Central Highlands and Goldfields, VIC
Be careful
Strangely enough, my review is so like a previous BEWARE review. This business is geared to sell and not interested in taking anything back. I purchased a solar extraction fan on the Tuesday and was then informed I had calculated the air changes wrong. I decided to wait before purchasing another unit and wanted to return this one. This was the very next day. I could have said the box had not been opened and there was no way they would have known, but as it was their warehouse staff with me when it was opened solely to check all items were in th...Read more
e box, as I live in Bendigo, in their eyes that was irrelevant. They offered a 20% restocking with a store credit. Consumer law states it does not have to be returned in the original box or packaging and they must give a refund. They seem to think by writing their own return policy, it overrides the law. All the positive reviews are from people who did not need to make a return for whatever reason. I own a small business. I give refunds on a regular basis and find that if we have what they need at a later date, guess what, they come back. I have never dealt with a business like this before and wish I had read the previous review that said BEWARE. I feel sad for companies that lack empathy and believe they are bigger and better than any single person or anything. I have lost money through this purchase. Maybe that is how they make their money, by selling the items multiple times and cleaning up with outrages charges. If you are considering purchasing from this business, please be 100% sure it is what you require, or suffer the same fate as I and others have done.1 comment
Pure V.Pure Ventilation
Hi, thanks for your feedback about our returns policy, which you can find here: https://www.pureventilation.com.au/warranties-returns/. We understand your frustration, however we have the sealed box r... Read more
equirement in order to guarantee our future customers an unused product. To avoid this type of situation, we have a customer service team available to answer questions by phone, email and chat. They would have been more than happy to assist you with the necessary calculations to determine the product you needed prior to making a purchase with us. Furthermore, we are confident that it goes above and beyond our obligations under Australian Consumer Law. ACL says that the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees, and not when they change their mind about a product or choose the incorrect product for their requirements. We do understand how easy it is to make a mistake when purchasing a product, which is why we will accept the return of unopened boxes even though we are not required to do so. However, we reserve the right to charge a restocking fee under these circumstances. Your exchange has been processed, so we consider this matter closed, however if you have any further questions for us, please email service@pureventilation.com.au.Similar opinion? Write a review on ProductReview.com.au!
Sir ConsumealotGreater Melbourne (Metropolitan), VIC
Excellent service and advice
Had a ventilation issue with a bathroom, Pure ventilation were very thorough trouble shooting and understanding the exact issue before recommending a fix/new product. Product ordered and arrived soon afterwards, very happy, so is my bathroom. thanks!
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Excellent assistance
I was having difficulties working out what sort of bathroom exhaust fan I needed. So I contacted your sales team four times. And found each and everyone to be more than helpful. As an online company you are extremely fortunate to have staff like; Andy, Helen and Jenny
Regards from Mike Warren
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TotallyDisappointedAU
- 4 reviews
- 4 likes
Beware When Purchasing Electrical & Other Products From Pure Ventilation…….
I purchased an inline fan kit from Pure Ventilation which was not suitable for our installation and when I tried to return it they would not give a refund or exchange as the box was opened by the Electrician who said it was not suitable due the fan unit being larger than the vent size. There was no label on the box advising “if opened avoids return or refund”. Once the seal is broken you can kiss your money goodbye. I only wanted to exchange the product in return for a similar priced item that fitted. Stupidly they make the inline fan unit L...Read more
ARGER than the ceiling vent size so it physically does not fit. After being stuffed around for a few weeks I then want to return the non-electrical items and they now tell me they will charge a restocking fee plus a delivery charge for the initial delivery. I see that I am not the only person who has left negative feedback for the same reason. They don’t even deserve a 1 star. I hope others read this before purchasing. They wouldn't even talk to me over the phone. All correspondence had to be done via email. Maybe their staff are sick of being abused. I would never purchase anything from them again nor recommend their business as they make everything so difficult. I hate to think of the problems I would have, if their product failed and I had to make a warranty claim.2 comments
Pure V.Pure Ventilation
Thanks for your feedback. Our customer service team don’t resolve issues via phone, firstly so that everything is transparent and in writing, and secondly because its usually too much information and ... Read more
too complex to do over the phone, as we need all the information in front of us, to be able to further advise/send customers the steps and instructions. We're sorry you're unhappy with our change of mind returns policy published on our website and on the confirmation email of your order (so it is not missed!). The policy is in place to protect our future customers and ensure everyone has the opportunity to not only receive a new item but to ensure the integrity of that item. While Australian Consumer Law does not require us to accept any returns under change of mind, we do so subject to certain conditions as we understand mistakes can happen and that customers may select the wrong colour or size and realise this once they’ve received and checked their carton specifications: https://www.pureventilation.com.au/warranties-returns/#returns. Now you mentioned the fan did not fit into your space. On this note, we invest an incredible amount of time and resources into having complete and detailed listings containing clear images and dimensions of all products. In addition, we have highly trained, Australian based sales staff who are available by email, telephone and chat to provide personalised assistance. This is all available for customers to make an informed decision prior to purchase and ensure the product would be suitable without the need to open the carton and we’re sorry you did not note the dimensions on the listing or reach out for assistance prior to purchase. Of course, we’re always happy to address any further queries and if we can assist in any other way, please email us at service@pureventilation.com.au.I told you not to reply but of course you couldn’t resist. Again hopefully others are smart and look after your reviews prior to purchasing.
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- Verified customer
Excellent support, great to do business
I was pressed for time, given the holidays and pandemic situation. However the team at PV were able to keep up their promise and deliver my order on time. I would strongly recommend folks to do business with them.
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Fantastic service.
Pure Ventilation has provided excellent service. Part of a mounting bracket arrived damaged and I was sent a replacement after one email and a picture of the part. It's great when you don't need service, but I really appreciate the way they handled my whole ordering experience.
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VivianSydney, NSW
Excellent & prompt service.
I had a faulty exhaust fan. I reported this and was asked to provided specific information. Once the information was provided I received a new replacement fan. The whole process was completed within a week.
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When things go wrong!,
My delivery had 1 parts missing and 1 damaged, with a phone call staff Chased up the missing part, and shipped a replacement fan
All fixed! ,
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Graham
- 2 reviews
Incredibly good service
The service was excellent, the customer service friendly and efficient, delivery was speedy, the product was good quality. I would give this company 10 stars if I could.
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Amy Minion
- 2 reviews
The whole experience was easy
Had a minor issue with payment, which became a major problem for us because we needed the parts within 2 days. Dealt with Jenny from Sales and another lady from Accounts, my problem was fixed within 15 minutes. Good products, good delivery times, but EXCELLENT customer service.
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Efficient and helpful
The staff provided quick, detailed responses to my online queries, ensuring I had the correct product for my needs. Their website was easy to navigate. I really appreciated their approach to customer service.
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Evan B.Sydney, NSW
Quick delivery and great unit.
Very happy with the speed of delivery. Very happy with the quality of the unit. Installation instructions were accurate. Website was easy to navigate. I have another bathroom to renovate next year and pure ventilation will be my first port of call for the new exhaust fan and lights.
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Dual EngravingPerth, WA
Great Service
We at Dual Engraving have been using Pure Ventilation over a few years for purchasing ventilation fans. Every time we place an order you get the great customer service every time.
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Arch
- 2 reviews
Great Service
Please accept my thanks for the outstanding service I have received from Rebecca, Jeff and Jenn. I was in the Customer service industry for many years and I had a sign that said: "We do not train our Staff to be nice, We only employ Nice People"
Evidently your Company does too.
Great Work
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Questions & Answers
Nina J.asked
Id like reviews of any solar powered roof ventilators. Do they work well? We are west facing. What product did u get? We have 3 bed 1 bath second story
1 answer
Pure V.Pure Ventilation
Hi Nina, we've had some great feedback about the solar powered ventilators in our range. We stock Solarark, and since you're west facing, I would suggest looking at either the SAV20T or SAV40T. These two models have a tilt adjustable panel, which you can adjust to to catch as much sun as possible. The right one will depend on the size of the space you're trying to ventilate, so by all means email sales@pureventilation.com.au or give us call -
1300 726 675 and we'd be happy to answer any questions you have. Cheers!
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Pure V.Pure Ventilation
Hi, we are very sorry that you’re disappointed. Rest assured, we try to keep our site up to date with the most accurate images and information, however our terms and conditions do state that we cannot... Read more
accept responsibility for slight and reasonable variations between the images and the physical product. We understand your frustration, and we do want all of our customers to have a positive experience, so we have escalated your case to management for review. Our customer service team will be in touch today with an outcome, but if you need anything further, our email is service@pureventilation.com.au