After reading on several posts how good Towsure are, we decided to place an order.We needed to buy a towing mirror, and various electrical sockets etc. We specifically asked for beige, however, out of 4 items, only one was beige, the rest were clearly marked desert sand. There was also 1 item that was missing, and somebody had just wrote OOS, no explanation as to when it was expected back in stock, they had charged us for this item anyway. We also paid £9.95 for the next day service, and were not told at the time, that the item wasn't in stock, this would have influenced whether or not, we would have ordered from them..
I do not think that they should have charged us for the missing item, and as they could not provide it the next day, I do not think that they should have charged us the £9.95. So all in all, half of the order we did receive was wrong, and we still do not know when we will receive the missing item. We sent an email, as soon as we received the package, but they have not bothered to reply. This is just 'Shoddy' and considering that we have paid VAT on the missing item, and the next day delivery, I am very annoyed, and will never use them again,.It seems as though alot of companies that sell online, have a total 'Couldn't care attitude' with the colour of the fittings, somebody must have thought, " that will be close enough" well they are wrong. A total waste of £82.10. Never again
We've been rather disappointed by Towsure today as well.
One of our Towsure 12v lights caught fire in out tent, think black smoke pouring out of it as it was attached to the roof of our tunnel tent. We've had it about a year, but I wanted to a) let them know in case it happened to anyone else, and b) see about the possibility of a swap.
One of the things I like about Towsure, is that though their non-branded stuff isn't the most reliable, they do happily replace anything which breaks.
The guy I spoke to though seemed to regard me with suspicion as I outlined what happened, and although he wrote it down didn't offer any other comment as I described how concerned we were when it started letting out some and smelling of burning. Then I mentioned that we needed a new one and were hoping in the circumstances that they might it swap, but that we didn't have a receipt.
He gave me a curiously blank and hard look and told me they were in Isle two if I wanted one (three actually). Not being sure what he meant, or why he was behaving that way, I asked again about a swap and he told me they had a change of policy because people could be bringing stuff back which was years old and lying about it, and so now they will only exchange with a receipt.
I know they are within their rights to do that, but most stores seem happy to exchange their own stuff, and what mostly annoyed me was the suspicious sort of way he seemed to regard my claim about the smoke, as if in retrospect I were making it up to get a new light, or were lying about time etc.
Given how often Towsure stuff seems to go wrong (My Ulock has started to play up after four weeks - I shall have to find the receipt, the electric blanket we bought worked once, and left us colder than we thought at Easter etc), it's somewhat put me off shopping there.
We'vce spent a lot of money at Towsure building up our camping stock, but I think next time I will find somewhere else to get our camping gear!
Steve
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2008 trips...
Green Cliff Farm, Westward Ho!
Middle Wood Batch Farm, Shropshire
Cae Du Campsite, Aberdovey
Golden Bay, Westward Ho!
Middle Woodbatch Farm
York - Where?
New Wine A, Shepton Mallet
Nant Bychan Farm, Anglesey
Middle Woodbatch Farm
Hi Steve, I would have thought that in the circumstances, they would have been very concerned at what happened to the light in your tent, and would have taken you more 'seriously, As we have just bought electrical switches and sockets from them, I will now be worried, and will keep a 'close eye' on them.
i wish now that we had bought the items at one of our local caravan dealers, it would have been much cheaper in the long run. Also now we are in the situation whereby we are sitting in waiting for the missing item, as we need it, and have no idea when it will(hopefully) turn up.
I do not see how they can justify sending a part order next day delivery without contacting you first, as it should have been obvious to them that the work could not be completed without the missing part.
Similarly they should have contacted you prior to dispatching an alternative colour of components.
Personally I would have returned the consignment and requested a complete refund including carriage charges as they had not fulfilled the contract.
I fell out with Towsure a few years ago myself when they nearly doubled the price of their towbars from one catalogue to the next. I rang them and it was a "take it or leave it" approach. I emailed them several times as well, asking if there was a reason for the increase, but never got an answer. Needless to say, I left it, and got a bargain from ebay with a detatchable tow bar as well. There are enough other companies out there now.
So did you not receive anything on next day delivery? If not then yes you have a right to complain if you've been charged for next day delivery.
As for anything you ordered they do take payment when you order whether in stock or not.
I ordered a vast amount of stuff when we first got our caravan and was told a couple of items were out of stock but they were on my doorstep the same week.
I can't praise them enough when it comes to the customer service we had.
Hi Jackie, we received 7 out of 8 items the next day, unfortunately they sent the wrong colour in 3 out of 4 items, we paid by debit card, the payment has come out of our bank account, including the missing item, I have a mini-statement to prove this. We still haven't had a reply to our email, speak as you find, but as far as I am concerned, it looks like they thought we would be 'fobbed' off with a similar shade, but we have already done half the sockets in beige. We could have got the colour they sent locally, for less money.Also the telephone no is a 0870, when we rang, it went to hold.
We will never use them again, I can't stand their 'that'll do' attitude. We had the same attitude today at 'Screwfix Direct' which is local to us, 2 different types of screws, that are shown to be in stock online, were not. Rediculous a Screwfix without screws.
I would try and contact them again as i'm sure they will rectify your problems. Having worked in retail before for many years i'd say you dealt with a bad apple in the bunch who has let the company down.
Hi Jackie, we will try to contact them again, however, the point is, they know they have charged us £9.95 next day delivery for an incomplete order, they also have our email stating this. Why didn't they say at the time, that they didn't have beige sockets, and why didn't they say that one of the items ordered was out of stock? Simple, they didn't want us to cancel the rest of the order, which is exactly what we would have done.Now I am quite expecting a 'Chocolate fireguard' to turn up, instead of the missing item.
A day of all things motorhome and campervan. The show is held both in the main indoor arena and across the grounds. Catering, hot drinks and food options are available. Easy access to the site and free parking included. Win one of five pairs of day tickets
Topic: Towsure
