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Surplus and Adventure Sticky?

Discussion in 'Bushcraft Chatter' started by Wayland, Oct 27, 2011.

  1. Wayland

    Wayland Hárbarðr

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    I've just seen yet another thread about somebody getting burned by this company.

    Is it about time for a sticky linking to all the other threads to show what appalling service they provide.
     
  2. Toddy

    Toddy Mod
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    I know :sigh:
    I combined three the last time the topic came up, but let the latest one (Antonia's) run since it was the most recent incarnation.

    I think I'm going to flag the issue in the Mods and see what the concensus is on it.

    cheers,
    M
     
  3. ArmySurplusUK

    ArmySurplusUK New Member

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    I work for Surplus and Adventure as their web developer/manager and have offered to help with customer queries and any problems that customers have. If any member would like to contact me if they have a problem with their order I would be happy to assist!
    Pete.
     
  4. Toddy

    Toddy Mod
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    Hello :D and very pleased to meet you :D

    Seriously, we are. Those of us who do actually get our orders through, properly sorted and in timely fashion, are very pleased :D, but it's much more usual to find it an exercise in total frustration :( and complete distrust.
    The multiple threads on this forum alone testify to that :sigh:
    Even the pigeon fancier forums have rants about the company :dunno:

    Anyway, nice to hear that something is being done, but please bear in mind our advertising rules and guidelines :)
    http://www.bushcraftuk.com/forum/showthread.php?t=45

    cheers,
    Toddy
     
  5. ArmySurplusUK

    ArmySurplusUK New Member

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    Hi,
    Thank you for the welcome!
    I realize that there are members who do not have problems with the service provided by Surplus and Adventure and in general we do have many satisfied customers. But as a company, to show that we care about customer complaints, I will try to sort out problems as quickly as I can.
    So if anyone has a problem and is unable to get a reply from our after sales team please PM me with your Order No., Contact Email/Telephone No. and details of the problem!
    Cheers, Pete.
     
  6. Ahjno

    Ahjno Vice-Adminral
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    I wish you all the best to keep up with that New Years resolution (...)!


    EDIT to add:
    You can't use the PM system (sending messages), until you've made 10 posts. Since communications is key in doing (and stay in) business, I'd advice to confirm all complaints you received from people. Either the PM system (when you made 10 posts) or the contact details they provided.
     
    #6 Ahjno, Jan 2, 2012
    Last edited: Jan 2, 2012
  7. Sheldon

    Sheldon Member

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    I ordered a pair of DPM 95 combat trousers from them, wasn't till after a week that they never arrived. I called them up and they told me they had none in stock of what I had ordered, instead it was coming from the factory direct. Took another two weeks before they finally arrived. Was rather annoyed.

    For future note, I'd take a second glance before ordering from them. Seems like some people have great service, others horrible.



    -Rory
     
  8. Vulpes

    Vulpes Nomad

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    Never bought anything from them. Glad I didn't after all I've read and never will. Well done S&A, you've just lost another customer. Not that I'd say no if it was a few mistakes that were dealt with correctly-afterall everyone makes mistakes, right? Customer service is most important. But all this spans back for ages by the looks of things and it looks to be the cause of a major black smudge on the face of S&A that cannot be cleaned away. How they havn't shut up shop and got a new domain name I don't know.

    I have a small list of trusted suppliers and I stick to them. Endicotts have just joined it because they were so good when I spoke to them over the phone. Polite and couldn't be more helpful. I've had alot of bad experiences with Silverman's too and thus havn't bought anything from them in over 4 years. Blacklisted, end of.
     
    #8 Vulpes, Jan 7, 2012
    Last edited: Jan 7, 2012
  9. Sheldon

    Sheldon Member

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    I'm quite interested in your small list of trusted suppliers, care to share?


    -Rory
     
  10. northumbrian

    northumbrian Settler

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    aye ! could the board members start up a sticky list of trusted surpliers ?

    cheers andrew.
     
  11. dave53

    dave53 Full Member

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    unfortunately sometimes you don't get a second chance to make a first impression but give the man his due he has come on here and made himself available to the members here to try and sort things out well done that man regards dave:)
     
  12. spiritwalker

    spiritwalker Native

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    i am one of the people who started a thread about them ages ago and for good reason i had to threaten legal action from a small claims court before i got a refund on undelivered items. However i also believe in turning over a new leaf and i am please to see a worker has joined the forum i think the best thing for him would be if people could PM him prior to placing an order so that they can find out in advance any stock issues? if pete was prepared to do this to ensure the transaction would go smoothly i would reconsider using the company as some of the gear they offer is great.
     
  13. ged

    ged Bushcrafter (boy, I've got a lot to say!)

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    What is this?

    PMs on some random forum to sort out your complaints???

    That could almost sound like you just want to deal with the complaints that get a lot of publicity.

    This is not the right way to run your business. Try to run it so that you don't get the complaints in the first place, and then when you do get them (you can't please all the people all the time) deal with them promptly, courteously and effectively through the normal business communication channels. If those channels don't work properly then that's the first thing you need to fix. Somebody else's Internet forum is not the answer.
     
  14. woodspirits

    woodspirits Full Member

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    well said ged, sounds like like perfectly good business practice to me, a reactive approach to complaints seems very odd if you want to remain trading.
    the OP calling for a name and shame type list may well be a good idea if it prompts a knee jerk reaction from suspect traders like this has.
     
    #14 woodspirits, Jan 8, 2012
    Last edited: Jan 8, 2012
  15. Vulpes

    Vulpes Nomad

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    Ouch!!! Another twist in the saga! Well said.
     
  16. Toddy

    Toddy Mod
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    Y'know ? I hadn't considered that, Ged :eek:

    On t'other hand, a quick google shows forums from Hillwalkers, canoeists, fishermen, pigeon fanciers to bushcrafter, *all* slating this company and the dire service folks have had from them.

    Tbh, I'm now wondering how they've avoided trading standards dealing with them :dunno:

    I don't think anything is going to truly salvage their reputation; but then maybe mail order isn't a big part of their business anyway. I know it's always felt as though I were a bother contacting them, but folks visiting the shops think it excellent.

    I'd only recommend them if you don't *need* the item, and can afford to wait patiently, and maybe not get it after all :sigh:

    Kind of sad really.

    The % reputation thing that ebay has might be kind of revealing if applied to them.

    Wait and see I suppose.
    M
     
  17. greenwood

    greenwood Forager

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    I had the mis-fortune to buy from this company, some items turned up and I was waiting well over a month for the rest, contacted them loads of times and in the end told them to give me a refund, all items were meant to be in stock, but it seems they buy then send out.

    That was some time ago, so can't comment for them now!!

    On a better note:

    I have used STRIKEFORCE http://www.strikeforcesupplies.co.uk/ for afew things hes a nice bloke when i have spoken with him and he has a e-bay shop.
     
    #17 greenwood, Jan 8, 2012
    Last edited: Jan 8, 2012
  18. blacktimberwolf

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    Just a little word of caution folks..........Has anybody checked this ArmySurplusUK member out ?...
    I wouldn't give any your details away until you have seen some sort of official credentials.
     
  19. woodspirits

    woodspirits Full Member

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    exellent point, hadnt even thought of that one :yikes:
     
  20. Ahjno

    Ahjno Vice-Adminral
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    For what it's worth to help to keep up their New Years resolution ;): his forum e-mail confirmation address is an @surplusandadventure.com one.

    Instead of sending your details, you can also give them a ring (phone number on their website) and ask for Pete ... :)
     

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