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“Very poor customer care....”

written by on 16/01/2016

I purchased 3 bikes for my 3 sons and had them delivered to my parents house as we were spending Christmas there. We planned to build the bikes on Christmas eve as this was the only option, however when we came to build the bikes, one was damaged, (I believe it was a manufactory fault not damaged from delivery). This bike was for a 6yr old, who still believes in Father Christmas.
After contacting the company, they collected the bike on the 5th Jan, and I had to chase the company several times as the bike did not return to the relevant place for 8 days, as they tried to return the faulty bike to my parents before finally being return to the correct place.
Although they have refunded the cost of the bike, I am out of pocket for postage (I paid £10 per bike), they did not seem to be bothered that I had struggled to get a replacement (I ended up buying a bike from a local shop that was too big for my son but it was the only bike I could get, and as he still believes, I could not say on Christmas day sorry no present for you but your brothers still get one!)
I believe the company did not check the bike before delivery and could have been far more giving with their refund, at least paying for the postage. I will not use them again and will not recommend them as they don't seem to take extra care and recognise the magic of Christmas and how their products can be/are presents for children who still believe.