Written on: 09/08/2011
We reserved a tent online at the bristol store, had the email to say it was available for collection. Drove 20 miles to pick it up only to arrive and be told they had accidently sold it, and actually seen the guy who purchased it walking out the door.
After complaining to the manager as that was the last one, we were told that they had no more and cannot guarantee when they would get them in stock again (this was 4 weeks ago and they still have not got them in stock). We were then told to ring the online order number which we did, the adviser said she would check stock and come back saying yes they have one in stock and we placed the order. She said we would get an email confirming. Well to our suprised the email come through saying the item was out of stock.
When we called, we were advised that it was in stock but then it was sold, asked why it was there when we placed the order and not now, they advised they do not have a warehouse and that all online orders are taken from their Coventry store. So when you place an order it takes 24 hours to get to the store which in the meantime had sold the one.
When asked when it will be back in stock got the same story, not sure. The supplier just sends them stock as and when. There online ordering system is not live and the store stock systems is not live.
We then tried round a few other online retailers for the tent we wanted and called Breakoutdoors who were absolutely fantastic, helpful and done what you would expect. They had them in stock, not the colour we wanted but then that was not an issue. We ordered it from them even though £30 more (and on a £450 tent thats not a huge difference). It arrived the next day.
I sent an email to the complaints department of go outdoors and got the normal response email saying its being looked into. Well 21 days later there is still no response despite several chase emails.
We have purchased other things from go outdoors and the quality (unless a brand name and not HIGear) is completely useless and no good.
We will never ever go to this store again. There customer service is much to be desired as is there stock control system. Its a one man band who have expanded to quickly and have no idea or concept of customer service.