Hexeal Chemicals Recensioni 

Ordered Epsom bath salts 25kg. Deliverer to a wrong address. Luckily my phone number was on the label and the person rang me. The packaging was tattered and the Epsom salt was all over in the box. I had to get an Uber back home as the item was so heavy. Contacted the company who did not respond to my worry. Terrible customer service.

My experience is very different from some of the other Hexeal reviews I've been reading here. I urgently needed a bottle of rubbing alcohol for cleaning my garden tools, so on June 29th I checked the e-bay prices & ordered the best value bottle, with an anticipated 4th-7th July arrival slot. As you can imagine, I was delighted to receive the well-packaged bottle just now, 1st July. On-line orders rarely arrive early, so well done Hexeal!

Like most on this forum I was disgusted to find the product I had purchased ( and received 3 weeks later after persistent calls) had,when I tried to reorder ,increased in price by 300 %.!!! Shame on you taking advantage of the current situation.

Disgusting inflating IPA price. Extortion.

RIP OFF MERCHANTS

In Sept 2019 I bought 5L of Isopropyl Alcohol off them for £15.30 delivered. Now they want £54.85 for the identical item. This is a blatant RIP OFF.

I WOULD NOT USE THIS COMPANY EVER AGAIN

I wish I had read these reviews before buying from this company. Absolutely disgraceful service. I don't want to waste any more of my time typing this review but will persevere to inform future potential customers.

TIMELINE
Order: 4th March
Email confirming goods were on the way: 6th March
*** tracking number indicated the goods hadn't been passed to the carrier, so this was a lie ***
Good Received: 25th March

ITEM NOT AS DESCRIBED
I ordered 10 x 5 Litres of a product, this is not what I received, instead I received 50 x 1 litres of a product. Not what I asked for...

POOR COMMUNICATION
I sent the seller a message via PayPal and this was ignored, I did not receive a response.

FALSE INFORMATION
After making my order I received confirmation that it was being processed and provided a tracking number. The tracking number was valid but the company did not appear to hand the goods over to the carrier for around 2 weeks!

Disgraceful behaviour from this company. I ordered a small amount of rubbing alcohol with a delivery date of March 7th.Have enquired 5 times as to when delivery will be and have been lied to 5 times about the dispatch date. No delivery to date.
Blatant profiteering at a moment of national crisis and as soon as this crisis abates I will be informing not only Amazon but any other regulatory department. I have recorded all phone calls.
DO NOT BUY FROM THIS COMPANY!!!

LIES, LIES AND MORE LIES FROM THIS COMPANY!!!

Ordered isopropyl alcohol from this company twice on 3rd March two separate orders.
Too both had been dispatched and given tracking information. When neither arrived I telephoned the company to be told that one had been dispatched the day before and other would be despatched that day. SO WHY ARE THEY GIVING ME TRACKING NUMBERS FOR PACKAGES THAT HAVE NOT BEEN DISPATCHED?
Their excuse is unprecedented demand which I can understand and “it’s a learning curve” well I hope they learn when they go out of business for SUCH APPALING CUSTOMER SERVICE AND REPEATED LIES

After one order going missing in the post with the coronavirus taking hold i got great communication for these guys. Another was sent immediately. So great service received...
Many Thanks

Paula G

I ordered something from this company through Amazon, they sent me dispatch notification saying my order was with Royal Mail and to track my order through them, there was no tracking information. When my order didn't arrive I contacted them and they said due to the Covid-19 outbreak there was high demand for this product so there would be a delay. Now who wants to deal with a company who dishonestly tells you your item has been shipped and provides you with bogus tracking information?? Certainly not me. Anyway they eventually retiened my email after ignoring multiple that I'd sent them and only replied due to Amazon intervention and blamed it in an "automatic despatch confirmation " offering a refund. Basically what they did was not honour all the original orders and then bumped the price up due to desperate people panicking, they should be ashamed of themselves for their greed.Order ID 204-8018048-9375550:

I have used this company on several occasions and never had a problem. My large tubs of Epsom salts arrived within three days - free postage. Hand sanitizer took a bit longer due to very high demand.
excellent product- excellent service

Ordered some IPA for 3d print smoothing 8 days ago. Their site said it would be dispatched same or following day. 7 days ago received an email saying it had been dispatched. Still not arrived so I phoned today to find that it has not been dispatched yet. They blame it on high demand. Their website is misleading and their email gives information that is untrue.

Ordered on Tuesday. Received email to say item was shipped on Wednesday.

However the Yodel shipping tracking said that no item has been received. Had to contact their chat to check. It is now the following Monday.

I contacted Hexeal to ask when I can expect delivery considering it's been a week but just had a generic apology And the unforseen delay and that I should check on Yodel for updates. Something I've been doing for the last week.

I wanted to order from them to avoid using Amazon.

Thankfully received my package the next day.

I’ve ordered from them a few times and it was OK. Sadly, on the last occasion, I had to contact them for customer service and that’s where it all fell apart. They revealed themselves to be officious, not customer-focused and vindictive…

I ordered two items. One was fine. The other, 2.5kg of Citric Acid in a bucket was incorrect. A simple mistake and easy to resolve surely? Rather than open an ebay case (which would have potentially affected their seller rating), I contacted them…

“Hi - on this order we've received 2x1kg packs of citric acid not a 2.5kg bucket. Could you send the missing 0.5kg please? We have a bucket from a previous order so don't need that. Thanks.”

I received an officious and standard (I got the exact same later) reply…

“We are sorry to hear you have not received your correct product. Company policy requests that we ask for photos of any damages/discrepancies and once we have received these we can aim to resolve this situation promptly.

Please take a photo of the item, the packaging it was delivered in and also a photo of the shipping label on the outside of the box.

Once again, our deepest apologies.”

So I’d tried to be considerate to help them solve their mistake without impacting their ebay rating and instead they want me to comply with their processes? I would not have had a problem supplying pictures for a claimed damaged item or whatever, but this was a tiny shortfall of product (about 50p's worth). I replied…

“If you want to be like that, I'll just open a refund case then. I've ordered from you a few times, I don't expect you to call me a liar over 500g of citric acid.”

From them…

“We are in no way 'calling you a liar'. We request photos so that we can determine who packed this incorrectly and to prevent such errors happening again. We are allowed as per eBays terms to request photos of such discrepancies, if we may have them please”

Ok – a) if that’s the real reason for the request for photos, ask it after you’ve agreed to solve the problem for the customer. b) I don’t believe them – I checked the package carefully and there was nothing to indicate who had packed it.

They probably should use a packing slip system if they are really concerned with fixing this sort of problem, but there was nothing inside or on the label.

I could not be bothered wasting any further time trying to help them avoid the cost of a return when I was getting this sort of attitude from them (or at least “Tracey”). So I just started a return and a refund was paid.

That was on the 8th August. Yesterday I caught up on feedback on ebay. I left them a positive review for teh correct item and a negative review for the one described above. I think that’s more than fair.

Their response?
“Photo evidence not forthcoming when requested from customer. Informed eBay and blocked”

I would have thought an apology would have been more appropriate.

For the record, I did take and have pictures which I would have been happy to share with them originally if they hadn’t displayed such a poor attitude to resolving their mistake.

So, they report buyers and block them when they leave negative feedback? You won't see that as there's nothing on ebay to let you know a seller has done this sort of thing.

What an appalling company!
Ordered an item via Ebay (on a Tuesday) against which they indicated a delivery day of Thursday/Friday (perfect timing for the job I required it for)
They then failed to pass the order to their courier for two days (so could never have met their alleged lead time) and, as a result, it was scheduled for delivery on the following Monday.
Their courier failed to honour this and on Tuesday morning rescheduled it for that day - but as I write, it has still not materialised.
Enquiries to their office got me nothing but patronising, unhelpful responses and no recognition whatsoever that their failure to pass the order to the courier in the first place created this issue!

No Problems with Hexeal they will be my supplier for the foreseeable future as they have a range of products I need

Thanks guys :)

After Yodel delivered my order somewhere totally different, I contacted Hexeal, who were very eager to blame me rather than at least try to be helpful. The customer service person wasn't helpful at all, and after 2 days of emailing, I got this reply: "Unfortunately these purchases can obviously get delivered to incorrect address and we do our best to rectify them as soon as possible but we do have certain procedures we have to adhere to.
As a goodwill gesture we have refunded your payment and if Yodel do manage to retrieve the goods and get them to you please feel free to keep them for this inconvenience."
It instils me with confidence...I will be using a better company in future. One that at least cares a little bit about their customers. Hexeal obviously doesn't care in the least.

Used Hexeal Chemicals a month ago for a last minute order - spoke to a lovely lady called Tracey who was so helpful and put together what I needed and got it sent out for me the following day. Really impressed with the service I got, and will use them again if I ever need.

I ordered via Ebay and after 10 days nothing - I checked the tracking and it was sent by Yodel and it stopped at middleton stating I had collected it!
Of course I hadnt so got onto Yodel who after 24hrs said that it was declared lost so I forwarded my reply from Yodel onto Hexeal who said that they would have to wait for a reply from Yodel themselves (obviously my email from them wasnt proof enough) so waited another day - They then declared it lost and sent it on DPD next day - so in total it took 12 days to get my goods on a yodel 48hr - Personally I dont blame Hexeal but really they need to look at who they are relying on for their delivery - This is the second poor review because of Yodel

Their publicity certainly talks the talk, but my experience found that's all it does. I spent £31+ on three everyday chemicals on 20 Jan, delivered from Norfolk to London. Delivery confirmed for 2 or 3 working days. 10 days later nothing.

One Hexeal page states: “How will the parcel be sent? - We dispatch all our parcels through Royal Mail or our ADR/IATA/IMDG approved couriers for our Hazardous Goods which include DHL and UK Mail." But, after I paid I received an email saying they were send by Yodel!!!! How bad can it be. I called and asked for an alternate as Yodel are banned from here. They said there was no alternate, the only thing was to have it delivered to an Argos. Totally inconvenient for me, but given no option I opted for that - same timing.

Despite a further confirmation email, nothing turned up. I filed a non delivery chaser. No reply.

Today, 10 days after purchase, I get an email saying the Himalayan Salt (common bath salt) is in a container at Felixstowe which has been involved in a 'serious' incident?

Really? So when they sold me the salt they didn't actually have it in stock for 2-3 working day delivery? And what about the citrus crystals and the bicarb ordered at the same time - same container?

No, well send me a part order with an apology note saying remainder to follow. And LET ME KNOW what's going on.

However, now I conclude Hexeal is a euphemism for Ponderosa, this order is cancelled. I'll have ALL my money back and take future business elsewhere, which will be with someone who doesn't utilise Yodel.