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“Item damaged and no replacement sent”

written by 244Howard on 11/07/2014

Unfortunately the item we received was damaged in the post. I called Outdoor GB and left them a message and sent them an email asking them to send a replacement within 4 days as I needed it before going on holiday. No-one responded until I called again the following day. I was told they were trying to get hold of the manufacturer to send a new item directly but they had no response yet from the manufacturer but they would definitely sort the issue before my holiday. I also received an email telling me they were dealing with the issue. 2 days later I had heard nothing and had not received a new item so I had to call yet again. I was told that they could not get hold of the manufacturer so would have to refund my item. I was happy with the refund but it left me with no time to get a replacement. Poor customer service from GB outdoor - why didn't they tell me when I first mentioned the problem that they would not be able to get a replacement and give me a refund then so I had time to shop elsewhere. It doesn't help promising to resolve an issue and then leaving it until it is too late to tell me there is nothing they can do. Not a happy customer