arranged to travell 200 miles to collect a reserved item .. it wasnt there!

[pinkprincess1206]

Hi all,
Please can I have your thoughts on this..this might seem trivial but I am fuming.

We have been trying to locate a porch for our tent for two years. The store only ever makes a limited number each year and we have never managed to get this. )You can't pre order ) anyway,

I was on the website and could see that their store in Scotland had 5 in stock. You cant buy on line -only in store. So I reserved it on line, called the store and explained that I lived in the midlands and would collect the porch on Friday as I would drive up after work Thursday (today) and collect on the following day.

The guy said this was no problem. It was reserved in my name.and asked me to call the store on wed (yesterday) to confirm I will collect friday. - which I did.

So off I set today and on toilet stop three hours in, I called the store just to make sure it would be ready to collect first thing in the morning to be told.. ''sorry love, we gave it to someone else!!!!!!!!!!!''

I was fuming. I asked if they could get one transferred from another store- to which was told- we don't do that anymore!
Even when I said I was half way there and had already travelled 150 miles, the guy just said ' we gave it to a customer that came in!'

I called the head office as I am fuming and was told by a very nice lady that she is sorry but there are no more in any of the stores in the UK and they wont be making them anymore as there is new designn. She suggested maybe I would like to purchase their new tent design at £800 and an extra £150 for the porch to match that!!!

I nearly swore at her so I asked for the complaints address and ended the call..

AIBU??????????? TO

1. complain?
2. expect that the offer me some discount at least on something else given that I've had to turn back and that will 300 mile today for nothing?

and if anyone want s to suggest a complaint letter format - I would be very grateful.

Thanks for reading my rant!!!!!!!!!!!!!!!

:)

I would give them the worst review I could on Facebook.......and anywhere else you can find. Appalling service.

Tweet this. you'll get a reply.

That is outrageous in terms of customer service. Stupid company. I agree with tweet/fb.

I'd be furious too, YANBU.

Next time this happens, you should get a courier company to collect & ship it. UKMail do this, for instance. It would have been about £20 or less. In fact, you could do it in about 2 mins on the Hermes website.

For what you have described, I would expect the company to send you a free porch for your tent. I would bypass the complaints address - google the MD's details and contact them in writing. He/she may be unaware of the absurd company practices you have described.

What dreadful customer service.
Definitely tweet your experience, and see if they have a Facebook page too.

What shop?

That's awful. I would most certainly complain.

What shop? Definitely a name and shame!

Thanks . I just wanted to compose myself before writing a complaint. Where will I find the MD name and address?

YANBU

Would be good if you could find the manufacturer and buy it from them.

Wow. Lucky you called them to check or you might have had a much longer journey plus overnight costs and still no porch. I'd be fuming too.

What was the company? No doubt there'll be a clever mumsnetter who'll know who to complain to

The store is Go Outdoors. I've googled the md name but no address etc. Would it just be his name at the head office address?

I've found loads of crap reviews!

The MD is Chris Matthews as you probably already know. He is on linked in but I'm not so I can't view his full profile.

Go outdoors are on facebook may be worth posting on their webpage?

Just priced up a tent with them and was going to buy, definitely won't now. That is truly unbelievable service.

Thanks,
Was going to do it in writing first, give them chance to reply then go for the social networks if that doesn't work.

I'm still fuming!

That's awful. As others have suggested, I'd try complaining via their social media first. Terrible, terrible service. I'd expect them to courier one to you as a minimum.

I live a stone's throw from one of the two Scottish stores, do you want me to go and stage a protest?
(Had been going to offer to collect one for you but I see they are completely out of stock What were the chances of that happening?)

I was going to offer the sane as Mrsfeathersword - if it does come back in stock, I can get it for you.

Oh that is awful, I am currently looking to buy two tents for this summer. Now I know to avoid Go Outdoors for any tent needs I have!

Aww live near the Clydebank store if they had one id go get it! That's rubbish! X

I've googled. His email address is not widely available but it looks like its simply [email protected]

Maybe worth a try? Put a read receipt on it if I were you

I once drove from Bangor to Holyhead to collect something that the Bangor shop said was definately in Holyhead - it's a distance of about 25 miles.

When we got there they couldn't find the item. It was showing that they had one, but the box was empty.

The manager immediately offered me the next version up - a difference of about £40 for the price I originally paid. Said it was their mistake and up to them to put right considering the petrol I'd used to get to them.

That company was Argos and THAT is how you keep a customer happy. GoOutdoors should be busting a gut to help you now, not fobbing you off.

I feel a bit bad naming them! The last girl I spoke to was trying to help and searched all the stores but they literally haven't got any left and she didn't think they would be ordering anymore as they have changed the line or something.

But I actually just checked online again and despite being out of stock the have increased the price of the porch by £15 in two days!!

I will defo send the email tomorrow and will let you all know how I get on.

Thanks again..

I just knew it would be Go Outdoors as soon as I started to read your first post. Their customer service and in store service and knowledge is crap. They should, as others have said, be doing everything to reimburse you and try to sort something out.