Hikvision Alarm System Europe 

Very bad experience, I do not recommend this site!

I placed an order and only after 9 days I received the second part of the shipment. Nowhere was it mentioned that multiple parcels would be sent. On their website they claim “24h delivery” this is false advertising.

In the end, they sent me less than 50% of what I paid for. Nobody replies to emails. On the phone, a lady with very limited English only asked for my details and said a colleague would contact me, but no one ever did.

I wrote again asking for a return address so I can send back what I received and request a refund, but still no answer.

I am now filing complaints with both their card payment processor and the European Consumer Centre (ECC). It is unacceptable that a site with such negative reviews is still operating. I wonder what payment processor dares to handle payments for such a “ghost site.”

Definitely not recommended!

Much respect for an employee's explanation of problems with the app connection after switching providers where the cameras could no longer be accessed, It took a week to solve it.

Good company to buy alarm system and surveillance camera. When purchasing, you will receive a clear manual/instructional film for the installation of your products. Employees are happy to assist you on the telephone for information and explanation;. Everything is neatly delivered to your home. Top company.

We considered several camera from the Hikvision brand for our company. No questions was too much. I had contact with Timo and joost and they helped me on my way. They are also happy to contact you by telephone.

After a firmware update, the indoor station became incredibly quiet. That's why I've been writing emails to Hikvision since the beginning of December asking how I can flash back to the previous version. I haven't received a response for over 2 months. I have written to all locations. Nobody answers. 10 emails during this period.

I ordered 3 cameras. Price was excellent and products arrived in working order, but I still have mixed feelings about this store. They state next day delivery on their website, but the order arrived after 1 week. I had to try several communication channels to inquire about my order. On top of that, I still didn't get a legal invoice, only a "proforma".

I did a order of them about 3 cameras and one of them have a littel problem of electricity i tried to contact with them: Telephone, email, chat on the web page, email on the web page....I never got an answer.

Later i saw that they give me a Proforma Invoice and i want a true Invoice, i tried again to contact with them and it's mission impossible.

Worst customer attention.

_________________________________

They take 6 minutes to respond to your comment asking for information on the matter to help you.

I have given them the information so that they can contact me and help me, but nothing at all. They have not solved anything nor have they contacted me.

Conclusion: Replies to comments are completely automatic and have no value. If you have a problem or need to solve something, it is impossible to contact them. They don't even respond to the most basic thing like asking for an invoice!

Do not buy from this company.

I am extremely dissatisfied with Hikvision Alarm System Europe B.V. They advertised that the product I ordered was in stock, but this turned out to be false. The lack of communication was also frustrating, as they were very slow to respond to my emails. After waiting for two months with no updates or clear answers, I finally received my refund. The entire experience was highly disappointing, and I would not recommend this company based on their poor customer service and misleading information regarding product availability.

Ordered a camera. Got the wrong model and reported immediately, both over online form and by email. No response to either for more than a month now.

Ordered a Camera back in July 2024 payed everything until 01.08.2024 - still no delivery until today.

EDIT:
After a few E-Mails we got informed, that there was a problem with their invoice or banking software which was figured out by now.

Camera arrived today.

After they received the bank transfer payment for the order they stopped replying to emails, they never reply to their chat and they do not answer the phone.

They have missed the shipping window by 24 hours.

Not sure if they are inept or fraudulent yet
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Update. DO NOT BUY FROM THIS COMPANY BEFORE READING

1. We have tried calling them for 3 days about our order, not once has the phone been answered.
2. Their chat is "online" but never answered
3. They ignored my email for two days

After all of this, they noticed this review and hopped into action. They claim that they couldn't verify the bank transfer for 2-3 days, this is obviously not true as IBAN transfers are instant.

Their emails are rude and defensive. I have never actually encountered a worse business. I ordered from them because of their commitment on their site to ship next day. This is on all of this products

In stock and ordered before 23:59, delivered tomorrow*

Not true, and even if it were true that they have ever shipped an order next day, does anyone really believe that they can somehow send something the next day even if you purchase at 1 minute before midnight? Do they have a courier with a private jet? Clearly not to be trusted as they have a blatant lie on every product listing on their website.

At this point, the alarm system will not reach me in time for my project, so I have requested a cancellation of all items and a full refund.

I will update this review and let people know how long the refund takes

I wish I had bothered to read before sending this mess of a company my money.

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How is it that you have this all wrong? You clearly do not know how to run a business, this is the order.

Order number: #15066848
Order date: 17-09-2024

Clearly 2 days before you could be bothered to even notice it.

I sent the bank transfer immediately and emailed you about the order, you said you would look for it nut never did and then ignored me.

1) never answered the phone once (feel free to send your phone records to your lawyer)
2) ignored all chat messages on your slightly incomplete website
3) and didn't respond to emails for 2 days

all of this is easy to evidence.

I don't know why you would rather argue with customers on trustpilot all day rather than trying to actually fulfill your obligations under the purchase contract.

It is pretty clear for the most recent reviews here that you do this sort of thing all the time and you do not meet customer's needs.

You can waste your money talking to your lawyer, but I expect a full refund as I am entitled to under EU law.

so, you have had my money for 6 days, time to send it back.

Again, clearly any customer who sees this exchange will not want to place an order with you, you have yourself to blame, not me, I am here statin facts, it is you who keep mixing up dates and facts about this transaction.

AVOID AT ALL COSTS THEY DO NOT SHIP ORDERS AND THEY KEEP YOUR MONEY

This post will be updated when the refund arrives
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September 24th

The company continues to evade any contact.

Still not answering the phone
Still not replying to texts on the website
Ignoring my emails

They have no right under EU consumer law to retain my 1800 Euros, but that is what they are doing.

I attempted to reach them through another of their websites and they then blocked my IP address and switched off their chat service to continue to hide.

They have only one legal obligation and that is send my money back, I have formally cancelled the order.

At this point it seems this is indeed a FRAUD case.

This is not operated like a legitimate or reasonable business. Having owned an d operated an ecommerce business for over a decade, I just can't understand how these folks could be so incompetent but here we are.

I will continue to update this thread on

1) the refund status
2) my investigation into whether or not the company is in fact even authorized to sell Hikvision equipment

For now I can only warn not to purchase from these guys, it seems like they don't mind ripping people off.

--

update

He says that he will eventually refund me, he does have a duty to do so, but now he is copying several random people on his emails with me and is a bit unhinged.

He also is threatening to try to harm some businesses that I own and one that I don't if I don't edit or delete my review. This is all clearly against truspilot's rules.

Review will be updated

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Oct 2nd
14 day refund window has elapsed, merchant is responsive again. They do see very concerned that I think they are a fraudulent business, they can choose to prove that by obeying the law.

Oct 8, this business is fraudulent, do not order from them

Oct 11 - they continue to avoid contact and have no refunded for the order

Oct 16 - still no reply - police will be involved

Oct 18 - company wrote to my company suggesting I be fired because they object to my words

now December 17 or 3 months and they can't seem to refund

FRAUD - AVOID

Order was confirmed and regular updates on the status of the parcel came by email. The parcel was not delivered within the time indicated on the tracking website, so I contacted Osec to find out what was going on. Again fast communication by mail and 2 days later the delivery arrived. All ok!

Wrong items shipped. No one responded back. PayPal did not help.

+ Best prices
+ acceptable delivery
- Customer service, they just don't answer when you have warranty questions after purchase.

UPDATE:
After 6 month of waiting and after contacting the Europees Consumenten Centrum (ECC), I got the refund! Thank you ECC for the help

no refund possible!
European law: If you buy a product or service online, you have the right to return it within 14 days of delivery without providing any justification. For service contracts, the cooling off period expires 14 days after the day the contract was agreed. If the cooling-off period expires on a non-working day, your deadline is extended until the next working day. This is called the right of withdrawal.
You are illegal!!!

I am a private customer and not a company!

You sent me other product than I ordered and paid for - I ordered black cameras with mic, alarm and sound. I received white cameras with mic only.
I sent you 2 emails, opened ticket, but no response at all.
My worst buy experience ever. What a shame.

Update to reply on dealers answer of 5. Feb 2024
I think you have mixed up my case with some else's, as i have never requested a 4mm Lens. and i have never got any reply from you on any of my inquiries, and yes, i have checked my spam folder!. What i have is a 2.8mm 2cd2387G2 that is out of focus on left side. Its bought on order 15064657
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Bought a colorVu cam and its faulty. Left side of lens was out of focus. I have tried several times to place a RMA ticket but no response at all. Surely i cannot recommend to buy from here.