I ordered a tent from them, and they took payment from my credit card. I contacted them by email 4 days later to see when to expect delivery and recieved no reply. I contacted them 11 days after ordering it to tell them that it had not arrived and that I was very concerned as it was to be used this weekend and was told that the courier had tried to deliver it several times over a period of 8 days but that I did not answer, they even described my door, which as it happens was not my door. I pointed this out and was told that they would try to contact the courier and would get back to me by close of day. Again nothing. I emailed them and again nothing. I telephoned them today (day 12) and was given the number for the courier, the courier agreed that they had been trying to deliver to the wrong place and that they now did not know the whereabouts of the tent. (All of this time both companies had my mobile number and could of contacted me) I contacted Go Outdoors and asked for the amount to be refunded to my credit card as I needed to urgently by a tent for this weekend, I explained that my family are all meeting up for the weekend and travelling from all over the country, and that we would lose our deposits as well as not being able to join them, I was told when we get our tent back you'll get a credit. I asked to speak to a supervisor and was told that she was busy. I asked if she could call me and I was told they could not guarantee it. When I commented that all of this could have been avoided had they answered my original email they said their email is not working and hasn't been for some time. As a consequence I have contacted my credit card company who are now chasing them up as they should not be withholding my credit. I would never use them again. Their customer services are appalling. I am now having to spend extra money on buying an emergency tent for the weekend whilst I wait for my credit card company to chase them up.
I dont think you are the first person to have this problem.Peronally i didnt like the attitude of the staff in the Coventry store.I took my custom to a Yeomans store and World of Camping(online)See if you can have a search through old posts or someone may come along and advise you better.I hope it gets sorted for you.
I ordered something recently from another company. The courier delivered it, got a signature then went home. I later phoned to question where my item was....To cut a long story short he had delivered it to a house (of different number) to a road (differnt name) with a different postcode!
Half the time it is the couriers not the companies but I do agree that had they sorted their email situation this could have all been avoided. Hope your credit card company get somewhere.
This does seem like a courier problem rather than Go Outdoors themselves, but having said that their customer service does leave something to be desired as its not your fault that their courier lost it. Most decent companies will send out a replacement and then follow up with the courier afterwards to recover the original item. I hope you get a refund soon!
Go Outdoors use City Link as couriers as most mail order companies do to keep delivery costs down. Unfortunately City Link's reputation is patchy to say the least, it depends on the individual courier and his or her attitude, at the moment my area's driver is sound.
I have recently had a lot of problems with Go outdoors, ring them back and ask to speak to Ashley. I was not getting anywhere with the customer service asst and insisted that a manager/supervisor rang me back. Ashley was brilliant, very courteous and resolved my problem. Good luck
Couriers are a nightmare sometimes, I agree, but your contract is with Go Outdoors and it should be them who investigates it, in my opinion. It's not your responsibility to be chasing couriers that you did not book.
I'd keep hassling Go Outdoors til you get what you want. Good luck!
Thanks for all of the advice and support. I've ended up going to Blacks and buying a tucana whilst I wait for my money back. I hope that it's okay! It seemed alright to look at and the gave me a good price for it. I notice they don't have it on their website so I'm assuming that it's last years model.
The main thing was that the guy was very helpful and pleasant.
Let's hope the weather's okay this weekend then.
Anyone know of any good campsites in Northumberland that are okay about larger tents? I have a four year old to entertain over the summer.
I have had similar dealings with them too. Whilst hunting around for our first family tent, I stumble acroos go outdoors website and see they are advertising an outwell hartford xl for £79,99. So I thought bargain un-believeable but bargain. So i fill in all my details, and recieve an email saying my orders being processed and they would get back to me in 5 days if tent not in stock. So I leave it 3 days and ring customer services and they guy says yes got your order we will be getting some of them in tomorrow, and will post your straight out. Bargain I thought. 4 more days later I call again just to see if its been sent, and the guys says, they had no more in stock, when I probed further, he said actualy the tent was listed with the wrong price, so I asked him to check with his boss who told him to tell me basically to shove off as it was the wrong price and come back when I was willing to pay full price for.
Then a few weeks ago I see them selling an easycamp tent 6 man on offer for £50, so again I order one and get the same email saying that they would tell me within 5 days if they had run out.3 days later I call them and get through to a narcky girl who says they had sold the last one that morning and wouldn't be getting anymore as it was a one off special summer deal. So why when I payed 3 days earlier did they sell the last one that morning. absalutley incompitent if you ask me.
Just got World of Camping to sell me a brand new 2008 Royal Biarritz 6 for £199 and £4.95 postage. can't wait.
By the way World of Camping are the dogs danglys very helpful and approachable, and very negotiable. :- )
dont companies like go outdoors read these post, because if they did the would treat they're costumers alot better, because they must loss thousands in trade by the way they treat people,i will give a big thumbs to world of camping and camping and leisure world who both delivered with in days of ordering products from them.
dont companies like go outdoors read these post, because if they did the would treat they're costumers alot better, because they must loss thousands in trade by the way they treat people,i will give a big thumbs to world of camping and camping and leisure world who both delivered with in days of ordering products from them.
You would think so wouldn't you, they must be aware of this site because they advertise with us, i sent them an email a couple of hours ago containing links to this thread and another thread that shows them as being poor, they've either not read it or don't care, time will tell
That is poor service. I used to live near Mitchells in Wakefield so never needed to use mail order - don't think I will either! As for the courier. We used to call them Sh!tty Stink they were so crap. (But not as bad as Business Post who are themselves much better than Parcel Farce) There is always somebody worse...
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Topic: Go Outdoors Customer Services
