Written on: 26/02/2013
I put two stars, as I believe there was no malicious intent. However, there is obviously some issues with how the company is organised & staffed.
Just three incidents of a terrible online & offline purchase experience:
1. My credit card was charged twice WITHOUT any information or consultation, for amounts and services/charges that were unclear of not communicated at all. This was despite Winstanley's having the opportunity to tell me when checking out online or in one of my two phone calls to them.
2. Bad choice of postage and delivery: my helmet & gloves were send to my address in Paris (postage 16 pounds) by normal postage. No sign for, no tracking.... they of course didn't arrive. I would attribute this to a one off bad decision; but they repeatedly insisted this was the best delivery choice.
3. Customer service: patchy. Never able to speak to the same person. Slow response to emails. When I tried to escalate and share what was a negative experience in a constructive way, they didn't want to know. Seems they don't want you to speak to a more senior person or discuss you feedback beyond platitudes.
They get the money and the orders in before they actually have the products...
... and then tell you a week later that they can't get the product. I handed over 1000 pounds for a week just to improve their cash flow to not receive a product they never had. (business model/approach seems to be familiar conduct reading other reviews, unfortunately too late!)
There are MUCH better online retailers, making much more effort.
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