Written on: 08/10/2013
Looking for a new pair of boots and saw some I liked the look of on gooutdoors website. The website said they had my size in all stores so whilst out on business i popped in to the Clydebank store and was told that the website was wrong and that only 1 Scottish store would be getting the boots as it was 'tech' store, however even that store didn't have them in when the staff checked the stock computer. The Glasgow stores are never to get the boots in despite the website saying otherwise! A very cynical ploy to get people in to the store!!
I went to Ellis Brigham to try the boots on and found my size, because gooutdoors had the extra 15% off i decided to buy online from them. They arrived and fitted fine, however one of the insoles had split at the end, which is not a major issue and easily rectifiable or so i thought.
I contacted gooutdoors and have been told to return the boots at my own cost or to drive to a store (at my own cost and time!) so the boots can be returned to the manufacturer. They will then post a new set of boots out, this is highly unacceptable, handmade boots are not all the same size so any replacements may not fit my feet and also the cost savings I initially made will be lost by postage or petrol money. As a mountain leader who has bought many pairs of boots over the years, i have never had such poor customer service as i have received from gooutdoors. The website and customer service side of gooutdoors needs considerable improvement. I have contacted the boot manufacturer directly to see if they can be more helpful and sort out this simple warranty issue!
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