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Subject Topic: Towsure very poor service Post Reply Post New Topic
Message posted by Mark120002/9/2019 at 5:30pm
Outfit:  Caravan      Location:  Shropshire
Joined: 14/8/2017
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Trying to keep this brief but Towsure seem to take your money then not give a dam what happens with your stuff. Ordered an awning and loads of accessories on 21st August, to make it worse we were assured the awning would be dispatched directly to us from the UK importer/manufacturer as we made it clear we were going on holiday on 1st September, 3 promisies later and yet another wasted day (this time when we could be on the beach) waiting in for a delivery that has not happened and we still have no awning. Itís now 2nd September and we are on holiday in Cornwall, with a load of gear to hump in the caravan when we want to use the car then hump out again when we get back.
If it doesnít arrive tomorrow itís a complete waste of time as it wonít be used again until next May. Will we be offered compensation ?

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MIB

Message posted by tango5502/9/2019 at 8:54pm
Outfit:  Coachman Amara 450 2     Location:  Midlands
Joined: 15/5/2008
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Did you pay for the awning in full by cash or credit card?
If you paid by credit card I would contact the lender and tell them how dissatisfied you are and request a full refund on the grounds that they haven't delivered as promised. If you paid by cash then it's just a a waiting game to see if they deliver which if they don't can be a bit of a hassle going down the legal route trying to obtain a refund.

Message posted by Mark120017/10/2019 at 8:04pm
Outfit:  Caravan      Location:  Shropshire
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Thanks Tango55 and sorry for the late reply.
We got a full refund but more importantly it did take the shine off our holiday and not even an official apology from Towsure, they are a busy big company with no time for private individuals.
You have to laugh , they tried to deliver it to the campsite 3 weeks after we left!
We will buy elsewhere from no on.

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MIB

Message posted by Towsure18/10/2019 at 10:18am
Outfit:  None Entered     Location:  Sheffield & Halesowen
Joined: 23/6/2005
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Hi Mark,

I am very sorry to hear you have experienced a problem with our service. I would be happy to investigate this issue for you and explain what went wrong on this occasion.

I suspect this may be a direct delivered item form our supplier as all our deliveries from stock are sent immediately on order.

Please feel free to message me directly dglossop at towsure.com and I will take a look and respond.

We take our customer service as a company priority being a small independent family run business. I offer you my apologies on behalf of the company and I would be happy to suitably compensate you in order to retain your business in the future.

Kindest regards,

David.

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Family run and remaining independent since 1967

Message posted by TheOldDears via mobile 19/10/2019 at 7:58am
Outfit:  Caravan-Elddis Wisp 350 2     Location:  Falmouth Cornwall
Joined: 07/10/2009
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To redress the balance of our Towsure 'experience' last year : we somehow managed to duplicate an order for a porch awning resulting in 2 x £400 from our bank balance and general panic. Towsure were very understanding and we refused delivery of the second awning and as soon as it arrived back at Towsure they refunded us. We were on a campsite at the time and managed to make sure the helpful owner didn't accept both awnings on our behalf! We were grateful to Towsure because the error was entirely ours.

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Message posted by Towsure21/10/2019 at 10:00am
Outfit:  None Entered     Location:  Sheffield & Halesowen
Joined: 23/6/2005
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TheOldDears,

That is good to hear, thank you for sharing your positive experience.

Best wishes,

David.



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Family run and remaining independent since 1967

Message posted by Pickled Onion24/10/2019 at 1:15pm
Outfit:  Bailey Burgundy S7 Honda CR-V IV     Location:  Near Alton Towers N. Staffs.
Joined: 23/2/2006
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David from Towsure,

So refreshing to have feedback from suppliers to articles on this forum, I do so wish that more retailers and manufacturers in particular, (whom I'm sure monitor said forum material) would do as you did and enter into some dialogue with their customers even if it was on a general basis. I think their reputation would be greatly enhanced by taking such a proactive decision.

Well done and best wishes,

Dave.

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Give a man a fish and he will eat for a day,
Teach a man to fish and you can get rid of him for a whole weekend.

Message posted by Towsure24/10/2019 at 3:57pm
Outfit:  None Entered     Location:  Sheffield & Halesowen
Joined: 23/6/2005
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Hi Dave,

Your words are very much appreciated. We would like to be more active assisting with product questions/queries and we will try harder in future to play a more active role, assisting members to the best of our ability.

We will always inadvertently upset someone with the volume of customers we service, this said we will always do our best to rectify and maintain a reputation we have built over the many years!

Thank you once again Dave!

Kind regards,

David.

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Family run and remaining independent since 1967

Message posted by Paul and Nikki via mobile 01/11/2019 at 9:21pm
Outfit:  Bailey Pegasus Modena 2016     Location:  Stoke on Trent
Joined: 10/4/2016
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Have used towsure on numerous occasions and never had an issue, although itís nice to see them (Or any other retailer) on a forum when issues do arise.

Message posted by richard080502/11/2019 at 11:19pm
Outfit:  Swift Challenger     Location:  Cardiff
Joined: 31/7/2014
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Quote: Originally posted by Mark1200 on 17/10/2019
Thanks Tango55 and sorry for the late reply.
We got a full refund but more importantly it did take the shine off our holiday and not even an official apology from Towsure, they are a busy big company with no time for private individuals.
You have to laugh , they tried to deliver it to the campsite 3 weeks after we left!
We will buy elsewhere from no on.



Did you get an unofficial apology? How do you tell the difference?
I am sure that the vast majority of their customers are private individuals and they want to provide a first class service to all of them but, like all of us, they make the occasional mistake.


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