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“7 weeks of stress for a faulty item”

written by kikidee333 on 28/07/2017

The first time I used My Airgo tent there was a fault with the door and the footprint. I contacted customer services who appeared quick to tackle the problem and arranged collection of both items. I was told they would be in touch...3 weeks after the collection I called them back as I hadn’t heard a peep. I was told my tent and footprint had gone to the Sheffield store and has been repaired.
I had not confirmed if I wanted a refunded, a replacement or a repair. After a single use I would not expect a “patched” up item.
I was told to wait for the repaired item to come to me, call them back and they would sort it out. I was told I would receive the tent and footprint within 2 days
One week later I had not anything received and I called again
Nobody could locate the repaired items,
I found the items were delivered to another company up the road. I opened the box to discover that the footprint was missing.
I called customer services, the advisor I spoke to last had gone home so I raised another ticket.
My issue was passed to another advisor who arranged collection of the tent for the following Monday, promised a call back on receiving the goods so that I could receive replacements on the Tuesday.
Tent collected Monday
No call back Monday
No call back Tuesday
I called Wednesday, the tent had apparently been sent to the head office rather than a depot.
It was confirmed I would receive replacements on the Thursday, Friday at the latest.
Thursday evening I was called to be told there was no stock and that they couldn’t check the stock until Friday but I would be called Friday morning to tell me when to expect the replacements.
I was called at 12:15 and told the footprint could be delivered on either Monday or Tuesday and the tent could be delivered Tuesday or Wednesday, I agreed.
I then called back again and asked if I could have another model? Would it arrive sooner as I had a holiday on hold. The advisor checked he manager, I couldn’t as there was a difference in price even as a good will getsure after the weeks of calls, emails, stress and waiting for something that never happened.

If my replacements arrive on the latest expected date that will have been 7 weeks from the first time I called.. For such a big company I would expect a greater level of service, organisation and decency. I attend multiple outdoor events each year with >1000 other campers, I will be passing on my feedback on the 0 customer experience I have received from GoOutdoors.