Refurbished HiFi Speakers

Love the LS50 meta's I purchased
As I said 'small but mighty' with beautiful sound

KEF customer service was excellent as well

Business Management and Customer Care at Kef is one of the worst in the market, let alone from a top flight brand manufacturer such as Kef.

Context of statement.
I attempt to return a product for three weeks now and is ongoing.
Despite receiving confirmation of Collection date by courier from Kef pickup did not occur yesterday as advised.
In parallel to the return, I’ve had to buy another set of speakers from Kef while embroiled in the returns process. Have not one but two Kef transaction on my credit card has significantly impacted my balance. I have to pay interest on the borrowed liability while Kef attempts to (failing miserably) managed its business affairs in a timely manner and return the fund to my credit card.
Moreover, purchase and delivery of the second product (the product I initially wanted) took only 48hrs - hurrah - no!
This is material evidence that the modus operandi is solely to sell new product (revenue focused) whereas ‘returns’ is a lost sale!
Give it is end of year 2022, this may be viewed by some as canny balance sheet trickery for end of year financial statements.

Furthermore, Kef informed me I should go ahead with the second purchase in parallel to the returns process!
In suggesting so it places the financial burden solely on to me the consumer. This is not okay.
A high performing, customer focused organisation would expedite the ‘returns process’ operating on par (speed and efficiency) with the ‘new product sales process’, as ordering online would command this type of execution performance.

Nonetheless, management of the business fails to provide a good customer experience such that materials loss occurs (interest paid on a product where seeking a return and refund). Compounded by the distress at this time of year hoping to have gifts in place for Christmas Day.

Typically is would suggest purchasing from a reseller, however, this act alone does not provide the stimulus for improvement by Kef (product are consumed). Perhaps the only mechanism for Kef to learn and adapt is to first deny the organisation of any product sales. Customers voting with their feet and hearts will be the catalyst for change and improvement.

Dr K McLafferty