Has any one had any trouble with towsure before, I have had nothing but trouble with them on two separate transactions which was made by two different people.
Can only comment on the Sheffield branch no never had any problems the young lads on the till at the weekend were abit slower than usual but i guess they were new....the ladies on the info counter are always very helpful, we got a lid for the cadac out of the clearance area for £4 The man that runs the awning dept is very helpful and knows his stuff we've ordered a new porch awning with annexe but he's struggling to get the annexe so he rang my husband a few times yesterday with a couple of different options so he's ended up refunding us for the annexe, nothing seems to much trouble for him Plus Towsure price match which i didn't realise and u get 5% discount with cc or ccc membership cards!
We go to the one in Southampton and they never seems to have anything from the book in the shop! We have ordered online several times and only had one small issue that they solved very fast and gave us a good discount.
One company that I have had great customer service from is riversway leisure
Quote: Originally posted by scanky on 09/5/2012
We go to the one in Southampton and they never seems to have anything from the book in the shop! We have ordered online several times and only had one small issue that they solved very fast and gave us a good discount. One company that I have had great customer service from is riversway leisure
I'm glad I'm not the only one to think that. We first started going to the Southampton store about 5 years ago and have found the shelves are quite empty now compared to how they used to be. I have asked them to price match a few times - twice for the same thing but didn't get a response. I tried again for something else but was refused. However the 5% discount with CC or C&CC membership has proved very useful, it gives you a good feeling to get a few pence off!!
The staff have always been helpful and appoachable.
We I first ordered a inner tent on line with a 5-6 days deliverey, after 14 days I emailed them politely asking if it was on its way. I received and email saying it was out of stock, no offer of refund or a sorry just that its out of stock.
When I ordered it, it stated stock available for collection and deliverery so I check each store on line to see if they had stock, then I rang each store and southampton said yes they have 4 on the shelf he even went to have a look.
So I emailed them back stating that the store had them in stock and can u post me one and the reply was , we don't have any in stock.
So next idea , I have a family member who lives near their store that could pick one up for me, she went to get it and they gave her the inner tent but it cost twice as much. Checked the receipt and it was the wrong make, phone store and the said yeah we know , we didn't have the right one so we gave u an alternative. So we questioned the price and they said to come back and they'll give us the difference back.
That is the most annoying thing about Towsure, they say something is in stock when ordering online and then it just doesn't turn up! Thats the one time we had an issue, we ordered an awning from them because it was in stock, to find out that no it wasn't. Explained the situation to them and they sorted it out very fast and upgraded at no extra cost. It's very sad as they have so much in the book that you add to you long list of must haves, then get put off with the waiting!
I have always had very good service from Towsure up until my last order which I made in November 2011. I ordered on line and when the order failed to arrive after 14 days, I emailed them only to be told that 6 of the 11 items I had ordered were out of stock! I did eventually receive 9 of the 11 items but it took 11 weeks!! I have to say I won't be rushing to use them again.
I can also confirm that I have received very helpful advice and prompt service from Riversway Leisure.
I placed an online order with them last night and was a bit wary as I see they have some negative feedback. However have received confirmation that my parcel is in my locality awaiting delivery tomorrow so, if they have sent the right thing, I will be well impressed and assume it is my lucky week!
I'm really sorry that my second post is a bit of a whinge but I think it's important to let others know when we get poor service so that they are pre warned!
OH and I have recently purchased a trailer, an expensive purchase that we want to look after and make secure. We are going away soon so wished to buy a suitable hitchlock so that we could leave the trailer relatively secure if we wanted to stop for a break.
We found what looked like the perfect lock on the Towsure website (Milenco Lightweight ML5),however it's states on the site "Fits hitched & unhitched to ALKO, ALBE and most open handle type hitches". As we have bought a Franc trailer I wasn't sure it would come under 'most'so I emailed Towsure explaining clearly what I wanted to buy and what I wanted to fit it too. Towsure emailed back advising to phone technical support which my OH duly did.
Again my OH explained clearly our query and he was assured the hitchlock would fit. We went ahead and bought it. It doesn't fit! but that's ok, these things happen, however, what I am very upset about is the fact that when my OH spoke to Richard (Sheffield) about returning the hitchlock, he was not only told that we would have to return the item at our own expense, he was also basically called a liar as the Technical Support would not have said it would fit and that we must have ordered the wrong thing! There isn't another hitchlock like that one and Technical support did say it would fit!
We have no choice but to pay to return it as they are holding our refund to ransom.
This is the first time i've ever needed to complain about something I've bought online and I'm really disappointed with Towsure,I will never buy anything from them again.
Anyway rant over, on a happier note I'm looking forward to our trip to Chestnut Meadow next week, with or without a hitchlock'
Looking at picture of Franc Trailer it appears to have a protector projecting downwards just behind & below hitch. I'm guessing this is why lock won't fit & I don't think any other box type hitch lock would fit either because of this. I guess Towsure was not aware of this fitting, hence the mistake. This of course highlights the problem of buying mail order rather than locally.
This protector is not essential & if it could be unbolted then your hitchlock should fit. Otherwise this type should fit ok but is not considered so secure as whole hitch can still be unbolted & removed.
Tentz - Yes the protector does cause a problem but even without it the stabilizer is too big for the box. I really don't mind that the guy at tech support was incorrect that the lock would fit, it's the fact that the charming Richard accused my OH of lying, which he would never do, we are honest people.
Thanks for the link, this would be ok while the trailer is not hitched and we will definitely consider it.
The_boys - I'm glad you got good service in store, I'm sure we would have had better service if face to face too but it is a different story i'm afraid when you buy online, choice being - pay to return the item or you don't get a refund, no matter the reason for return.
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Topic: Towsure ????
The man that runs the awning dept is very helpful and knows his stuff we've ordered a new porch awning with annexe but he's struggling to get the annexe so he rang my husband a few times yesterday with a couple of different options so he's ended up refunding us for the annexe, nothing seems to much trouble for him 
Plus Towsure price match which i didn't realise and u get 5% discount with cc or ccc membership cards!
