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Subject Topic: Olpro Customer Service Post Reply Post New Topic
Message posted by HighSlayer on 13/5/2017 at 12:18pm
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Has anyone else had any problems with Olpro Customer Service?

A few weeks ago I placed a small first order with them. I was surprised to get automated messages via Facebook from them - I dont even know how they got me on Facebook. I tried to reply to the messags but Facebook wouldnt allow it.

The order arrived in good time but I wasnt very happy with the quality.

I e-mailed Olpro and a week later no reply. I e-mailed again and another week later still no reply!

I left a post on their Facebook page and again no reply!

Not very happy at all to be honest and if that is what they are like for contact I certainly won't consider placing a bigger order with them.

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A slightly younger Victor Meldrew

Message posted by seanfdh on 13/5/2017 at 12:47pm
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My only contact's been them sending me the tent which I won on here.
I'd try ringing them though 01299 896959. Sadly lots of businesses don't actually monitor their social media or emails properly.

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Sean

Message posted by HighSlayer on 13/5/2017 at 2:45pm
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Quote: Originally posted by seanfdh on 13/5/2017
My only contact's been them sending me the tent which I won on here.
I'd try ringing them though 01299 896959. Sadly lots of businesses don't actually monitor their social media or emails properly.



A business not monitoring it's business e-mail is just wrong. If I ran my business that way I'd go bust! Same with social media, no point in having it if you don't use it as it causes more dissatisfaction than anything else.

The order was only for some tent pegs - it really isn't worth me phoning them about. I've e-mailed twice and left a message on their social media page. If they really care that little for customer service I'm happy to just never deal with them again.

There are lots of companies wanting our money lol - it's not like I need Olpro.

Well done on winning the tent though, always great to win something! Don't forget to review it!

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A slightly younger Victor Meldrew

Message posted by ianclose on 13/5/2017 at 8:09pm
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I contacted them through their website back in March with a couple of questions about the Cubo Breeze awning and got a reply the following day. I used the "Chat" option. They we not online at the time but there was a facility to leave a typed message.

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Message posted by legenetay on 13/5/2017 at 8:24pm
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I rang them when we ordered a melamine dinner service and one of the plates arrived with a crack. They couldnt have been nicer and a replacement arrived within days. Perhaps a phone call is the way to go

Message posted by Cross Camping on 14/5/2017 at 9:06am
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I know I bang on about this all the time and this isn't directed at Olpro but please use your local camping store whenever possible or at least somewhere online that has a shop...

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Gary Cross - The masked camping guru.

Message posted by HighSlayer on 14/5/2017 at 10:46am
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Quote: Originally posted by Cross Camping on 14/5/2017
I know I bang on about this all the time and this isn't directed at Olpro but please use your local camping store whenever possible or at least somewhere online that has a shop...



Hi Gary - I dont have a local camping store and saw these on offer. I was going to buy the ones from Aldi.

Driving 40 miles to buy a box of tent pegs is crazy, especially when the pegs are 50% more there!

I bought these because they were on offer, because Olpro is a supporter of this forum and gives a discount and because I thought they were a professional company. There is no way to know until you deal with someone.
I do regularly visit camping stores when out and about

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A slightly younger Victor Meldrew

Message posted by iank01 on 14/5/2017 at 11:37am
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Quote: Originally posted by Cross Camping on 14/5/2017
I know I bang on about this all the time and this isn't directed at Olpro but please use your local camping store whenever possible or at least somewhere online that has a shop...



Our nearest camping shop is a 40 mile round trip so in fuel that is about 10. Cheaper to shop on line and have it delivered to your door and also not at a rip off price.

Message posted by HighSlayer on 09/6/2017 at 9:26pm
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Well my Olpro saga continues.

I finally managed to get hold of them to be told yep, they know the tent pegs arent very good! They offered me a 10% discount off my next purchase. I mentioned I already get 10% as a member of this forum so would I be able to use both discounts. Nope, can't use both so the discount was basically zero.

Oh well, I decided to give them another chance so ordered a green 2.5m breathable porch carpet. Delivery was fast and it arrived first thing this morning.

But - they had sent a blue one, not a green one. The blue one for some reason is a lot cheaper too, but I wanted a green one for my green porch on my green tent.

I phoned Olpro and they said they'd send me a return label immediately. I'm going away in the tent next week and need the replacement for then but they wouldnt send another out till they have the incorrect one back.

Then they didnt send the return label and by the time I phoned they'd all gone home. This means I now can't get the carpet back in the post to them till next week and so am unlikely to have a carpet for the time we go away.

To be honest, this reflects pretty badly on Olpro and I'm not ever going to deal with them again (I know I said that before but I gave them another chance)

So - shoddy goods, no reply to e-mails, no rectification of problem, no reply to social media post, sent out wrong item, failed to keep promise about returns label, refused to send replacement straight out.

Honestly, how do they stay in business?

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A slightly younger Victor Meldrew

Message posted by HighSlayer on 06/9/2017 at 9:32pm
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3 months later and a bit of an update!


Firstly re my last post - Olpro managed to forget to send my replacement out and again I had to phone and ask. They did then send one out and this time it was the right one.

A couple of weeks ago for some strange reason I received an invitation to review Olpro - so I did!

A little while later i received a fairly offensive and nasty e-mail from Daniel at Olpro, firstly with completely the wrong information and also just plain being nasty. As if it were necessary he said he was 'closing my account' though as I would not ever order from them again I thought that was quite funny.

I replied, putting him straight on the actual truth of the matter as he'd got the facts completely wrong.

Strangely, I didnt get a reply.

I know Olpro sponsor this forum which is great, but with shoddy goods, shoddy service, shoddy communications and plain rudeness I really would recommend avoiding them like the plague.

I'm sure of course that most orders they process go through without issue and it is only when there is a problem things come to light. But for me - 100% of orders have gone wrong and each time I've had to go out of my way to try to get things put right.

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A slightly younger Victor Meldrew

Message posted by kando on 03/10/2017 at 10:27am
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Hi HighSlayer. We came across this thread after having seen that The Range do Olpro products (store reasonably near us) & were curious.

Really sad that you had the experience you did. Just want to say it is important to have a balance of feedback, good & bad on forums & we appreciate your thread. We like to write praise for good service about companies, but will give honest critiques when a company gets it wrong. We also feel as you do that a company shows itself by its service.
Thank you for taking the time to write what can't have been pleasant but is extremely helpful, both to other potential customers & to the company if they have any sense of responsibility for their service & reputation. We've noted your experience!

Message posted by GWalton on 03/10/2017 at 11:11am
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Hi HighSlayer (and others) ... Including Gary (we do have a store people can call by if needed! you little tinker - and as you know most people don't have a local store anymore).

In terms of contact you are able to contact OLPRO via phone or email - both on the front page of the website - via our online chat (9-5 Mon-Fri). Becky monitors that and is always there during that time - or will reply when she's back in if you send an email via that and we have Siani who monitors our Twitter, Facebook and Instagram. We have one person who's only job it is to talk to people via Social Media. I've never known her not reply but things do happen.

This was an ongoing case which we were dealing with despite what HS has claimed here.

We back up all of this with Feefo which allows people to review how we do and that currently sits at 4.5 / 5 after 290 reviews. Not everyone leaves a review but we monitor them all and when ever we need to change or adapt the way we do something we do.

We've managed to work out who HS is and I'm not going to go into individual cases here but needless say we did all we could ... over and over again.

Our Customer Services is the area in which we invest the most and given the 100,000s of orders we successfully deliver each year with really good quality product designed by us right here in Worcester we get it right most of the time - but gutted if we don't.

Thanks for posting and the comments - good and bad.

Message posted by HighSlayer on 03/10/2017 at 11:39am
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Gary Walton - that's just not true and you know it. You even got the details wrong in the nasty e-mail you sent me.

Of course, I can provide all the evidence - I just didnt think it was necessary when supplying an opinion

Also - I note you havent mentioned why you didnt respond to the email address you kindly make a thing about mentioning. Would you like me to post the e-mails and headers here with the dates?

Feefo is a great idea of course, though it puts users off leaving reviews when they receive almost abusive (and incorrect) e-mails after leaving a review.

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A slightly younger Victor Meldrew

Message posted by ficklejade on 03/10/2017 at 11:37pm
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I've only used Olpro the once when I wanted their pop quick erect tent in an emergency - I have reviewed it. I rang them on the Monday and asked before placing the order that they could do a two day delivery to the Isle of Mull and the person I spoke to confirmed this. The tent was despatched on the Tuesday and arrived on the Thursday. No extra delivery charges for a remote/island location either which is pretty good.

I agree that the tent pegs aren't good (that was obvious when we took them out) but gave my son some from one of my tents for his trip. In any event, 55 for a tent is not a lot of money, so you can't expect everything - the tent itself withstood torrential rain in the Lakes so can't complain about.



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" When I die I don`t want my life to flash before me in an instant, I want it to be a 3 hour epic !"


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