Surplus and Adventure Sticky?

[andythecelt]

I had a rather typical experience with them, of a huge order I only received 4 pairs of trousers. Unfortunately in 3 different sizes. It took weeks of emailing and phoning, being ignored completely, until I got advice from a solicitor and threatened them with allsorts. Eventually I received a refund for the goods they hadn't provided but I'd paid p&p for a considerable order, only a small proportion of which they'd sent. After the hassle I'd had getting back what I had I just couldn't face another fight for a few quid. So even with a refund as far as I'm concerned they stole from me. I have a pair of trousers I can't wear because they're too small and another that are too large. This is so long ago that I don't have any record of amounts or order numbers but I do know I'm out of pocket going on for £20, without even starting on compensation for the hours spent phoning and emailing. If they can't do business online without getting the right goods sent, in the right sizes, manage to put it all in the box, reply to emails, deal with unhappy customers and here's a thought, APOLOGISE when they're blatantly in the wrong then perhaps it's time they shut down the online side of the business.

So Mr/Ms ArmysurplusUK, no I'll not pm you. I've spent time enough trying to contact you privately. If you really want to make things right then send me a cheque, cash, paypal or postal order. Hey, seeing as we go way back I'll even take payment in goods. Frankly I think it's about as likely as my car running on Sunny Delight but I'm prepared to give it a go. So, do you want to know where to send the cash now?

 

[andythecelt]

Someone mentioned recommended suppliers, I've always had outstanding service from http://www.surplusandoutdoors.com I should say that I once received an order from them I wasn't happy with. When I emailed I received a response within 4 hours. When I returned the goods I was phoned that day to keep me informed and to confirm I'd be getting a refund immediately. All companies make mistakes, the real test is how they deal with it when they do.

 

[Native Nathan]

@ andythecelt

Icouldn't agree more mate.

After all to error is human, to admit you made the error and fix it is common decency,
something I personally feel they have none or very little of.


I may go as far as urging everyone with a complaint to voice it with Trading standards.
That way if anyone did, all the little complaints and the more serious complaints could get looked at and action my be taken to not only rectify these issues but to ensure they don't happen to anyone else.

/Rant

 

[ArmySurplusUK]

I would have thought any way of getting complaints dealt with quickly would be welcomed! If you can't be assed to send a PM then don't complain!

 

[widu13]

What the **** is your problem, I would have thought any way of getting complaints dealt with quickly would be welcomed! If you can't be assed to send a PM then don't complain!

Boom there it is. That's exactly why those in the know do NOT shop with Surplus and misAdventure.

 

[ArmySurplusUK]

No don't phone the number on the website, I don't work in the office, I manage the website from my home office, if you PM me with any complaints I will get something done!

 

[ArmySurplusUK]

PM your order number and I will get it sorted!

 

[ArmySurplusUK]

Email address removed, PM me with any complaints!

 

[Vulpes]

What the **** is your problem, I would have thought any way of getting complaints dealt with quickly would be welcomed! If you can't be assed to send a PM then don't complain!

Very professional.

 

[mountainm]

What the **** is your problem, I would have thought any way of getting complaints dealt with quickly would be welcomed! If you can't be assed to send a PM then don't complain!

Customer Relationship Management not a strong point then - Swearing at a potential customer in front of their peers? If any of my team did this, regardless of the situation it would be viewed as gross misconduct. Treat your customers with respect, even if the situation dictates it isn't due. Set expectations, if something will be late tell them before they ask you. Be proactive and take bad feedback for what it is - a means to get better - even if it is unjust. If people are complaining about an issue you don't think exists in the company then either you have an image problem, a communication problem or perhaps as an individual you simply can't take criticism.

Don't get me wrong - I think it's good you're responding and communicating on the forum. But then bring the customer back into the fold, don't air your dirty washing in public.

I think the most important thing I'm seeing here is that customers expectations aren't being set. An order against an out of stock product needs to get flagged immediately - this needs to be followed up swiftly with an email offering alternative options or a refund as well as the option to wait. If you don't get a response within 24hr's send another email

M

 

[HillBill]

What the **** is your problem, I would have thought any way of getting complaints dealt with quickly would be welcomed! If you can't be assed to send a PM then don't complain!

Disgraceful.

I've never used your shop Pete, but one thing is for sure after comments like that......... i never will.

If the company you work for has built up such a bad reputation then it deserves to go out of business, and folk with an attitude such as this such be out of a job.

I wonder if an email to your boss pointing out these offensive comments is in order??

Ok, you were trying to help, thats appreciated. But that appreciation will be very short lived if you don't curb your tongue mate

 

[ged]

Disgraceful.

Couldn't have put it better myself.

At least we now know where the real problem is.

One to avoid.

 

[BillyBlade]

At least we know now what Gerald Ratner got into after the jewellery business....

 

[Broomstickize]

At least we know now what Gerald Ratner got into after the jewellery business....

Well Ratner just told the truth his customers didn't want to admit to themselves, this person is swearing at them.

Reaaly boils my up that good companies like Lakeland Bushcraft aren't still trading despite their excellent service.

 

[SimonM]

What the **** is your problem, I would have thought any way of getting complaints dealt with quickly would be welcomed! If you can't be assed to send a PM then don't complain!

Excellent way to alienate a large number of potential customers...well done sir!

I was initially impressed that you were prepared to come on a public forum to put right a pretty poor customer service record. However, now I see why the reputation is a poor as it is.

Count me as someone who won't be spending with you in the future.

Simon

 

[widu13]

Now that the company themselves has publicly replied and showed their true colours, may I suggest the is the strongest of contenders for a warning sticky!

 

[andythecelt]

What the **** is your problem, I would have thought any way of getting complaints dealt with quickly would be welcomed! If you can't be assed to send a PM then don't complain!

.....and there we have it. Typical customer service from this company. Always nice to have the evidence out in the open on a public forum though, it underlines their attitude perfectly. A rude refusal to apologise or address the problems I experienced and the money I'm owed.

No don't phone the number on the website, I don't work in the office, I manage the website from my home office, if you PM me with any complaints I will get something done!

Is it just me who finds this statement odd? He's basically admitting you'll get no joy phoning the shop! They must have had hundreds of complaints over the years so why try to improve things now? I suspect a business run that badly is suffering badly in this economic climate.

 

[Mesquite]

No don't phone the number on the website, I don't work in the office, I manage the website from my home office, if you PM me with any complaints I will get something done!

Is it just me who finds this statement odd? He's basically admitting you'll get no joy phoning the shop! They must have had hundreds of complaints over the years so why try to improve things now? I suspect a business run that badly is suffering badly in this economic climate.

Not that odd... the guy is probably doing this off his own bat without permission from the owners and if you phone at the shop it's going to highlight what he's doing.

Mind you phoning the shop to point out what carp staff they employ probably won't raise any eyebrows at all...

 

[Pandabean]

I have never ordered from these guys in the past mainly due to the comments I have seen on here and around the web. If am doing any kind of buying from someone I have never heard of before it is these sorts of threads that I look for and see what others have experienced. Well now based on what was said here I will certainly be avoiding them for sure even if it was something I desperately wanted. I am pretty sure there are many others out who do similar research before buying.

If you wanted to fix complaints, to which there shouldn't be any in the first place, it would be good to address them at the earliest point rather than waiting until all the bad press occurs around the web and then posting on a public forum like you have.

 

[blacktimberwolf]

"Well, what did you expect ? "


I would be interested to know if anyone has taken a chance with this Pete & actually had their complaint satisfactorily dealt with.........comes to something if a web devoloper working from home can do more than the staff working on site in dealing with customer sales & inquiries.