PEL - Preservation Equipment Ltd - Diss

Marianne L.

Poorely packed.
I paid about €200 for 100% cotton paper boards.
The paper boards were poorly packed in a simple plastic bag and cardboard box. It obviously arrived damaged, the corners of the boards were completely bent and the products unusable.

After several negociations, the company finally accepted to refund me 100% of the product price (Which doesn't include duties and tax fees)

Татьяна ?.

They respond very slowly, and it is impossible to receive a reply to your email promptly.

Annalisa M.

This review is not about the material ordered, as I haven't received it yet, but more about my experience with ordering something from PEL. It´s very rare that I write bad reviews, since I am always understanding of the problems that can occur from the seller point of view. Unfortunately my experience with them was very negative. I have ordered some material around mid April, just before Easter 2022. I thought I had plenty of time to complete the work I needed this material for. Still after Easter my order (for which I have paid immediately upon receipt of the amount to be paid) wasn't processed till end of April. Only then I was told that shipment would have not occurred before mid May. When I made my order I made it clear that I needed the material ASAP since it was for an artwork I had to submit end of May. My request was not only ignored, the shipment was made with FedEx Economy. Shipment that I still have not received after 2 weeks from when it was shipped. I am sure that's not PEL problem but a FedEx problem. Knowing the urgency of the matter I would have not minded to pay more to have a faster shipping. Also, when I wrote to complain about the whole situation and the stressful experience I am having with FedEx, my email was completely ignored. So I am sure they are all lovely people at PEL, but my experience was rather awful. I am going to loose the work as I will never manage the deadline. I don't know if and when I will receive my order. Not even a line of excuses was sent from PEL. If they were clearer from the beginning about their timelines, I would have found another solution or ordered the same thing from the USA supplier, which is also where they source the material I have ordered.
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Thanks for replying. I wish I was told before that you had the shipment issue, because I would have understood and taken a plan B. Instead, this problem was never mentioned. I was simply told that the shipment would have not departed from your company before mid May. Finally the parcel arrived yesterday and despite the battered aspect, the material was in good conditions. So I can compliment you for the care you take on packaging, but costumer service is definitively something you should work on. Replying after 1 week to a costumer is simply not acceptable. Also apologizing over a poor service after 1 week and only after seeing this Google review speaks itself about your costumer care.

Shirley K.

So far, I haven't actually had a chance to use the products I've purchased. Got side-tracked by some other projects. But, as far as my interactions with PEL, I can only say good things. They answered questions promptly and they try to make sure that transactions are correct and that there are not scams. I like the products that they offer. I bought some Tengu paper for a wallpaper project. This is not a common item and what I've found in the states hasn't worked for me.

I don't know how much of their business is international but handling the financial side of the transaction was circuitous involving funds transfer. there is some room for improvement here.

Regardless, if I need more similar products, I'd come back to PEL.

C R.

I attempted to place an order from America but was sadly informed they could not ship to the USA due to size of box/supply needed, and we are NOT talking massive here. In 2021 anything, any size within reason be shipped globally via FedEx, UPS, DHL, UK postal service if the business is wanted. I've had plenty of items larger than this shipped from the U.K. previously. Even shipped items larger back home from London trips I've taken many times in the past. Shame. I would've liked to have done business.

Joseph C.

Excellent products from a professional and very knowledgeable retailer offering great advice and exemplary customer service. The products I have purchased (for the preservation of photographic prints) have all been exactly what I needed at a reasonable price. Many thanks.

Trevor B.

In addition to a wide range of off-the-shelf products, PEL offered to design and make polyester storage pockets to my own specification. They sent me a sample so that I could judge the quality. Despite the lock-down, Jo at PEL answered my never-ending questions, providing me with exactly the detailed information that I required to make an informed purchase, which I have just done. I will certainly recommend PEL.

Christian S.

Jo Ritchie at the Customer Services Department was very helpful and efficient. She replies to queries sent to her within a short time whenever possible. Pel has a vast assortment of items related to the preservation of Archives. Website is very user friendly.