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They have a pair of shoes I want much cheaper than anyone else ..... if something seems to good to be true it usually is?
part of the hut group, fine, ordered loads
Yup, no problems at all. They're predominantly a roadie store if I recall.
they are legit, which is a plus.
however, if you need to return something, lets say a Sportful NoRain jacket with failed stitching, be prepared for a less than stellar service.
Emailed them a pic, was told "yeah thats a defect, return it".
You have to pay for returns, regardless of the reason. If its a defect they'll refund you.
Returned it recorded delivery so I knew exactly when they got it.
3 weeks and a few enquiries later, I finally get a "it's still with our warranty dept".
Further contact is ignored, until in frustration over a week later (so more than 4 weeks after they've signed for it) I suggest raising a dispute with them via my credit card. This produces a phone call (the first and only) within an hour. "yeah we've decided it's faulty do you want a replacement or a refund?". Given their performance I decide I don't want them having my money, or to rely on their CS again, so ask for a refund.
"great, if you could send us a picture of the postage receipt we'll get right onto it" 🙄
They won't be getting any more business from me.
Fingers crossed for you; I've had a 0.333 average - only one order from three received, so not bothered with them since.
Yup, no dramas here.
Just a shame their head office in Northwich isn't also a shop.
Would've been handy to have that as an lbs.
Had about 5 or 6 orders with them with no issues. They do send out anoying '10% off off your off your next order' emails though....
Update - I ordered the shoes at 12:00 and by 3:00 had a text to say they would be delivered the next day (today). At checkout I was given the option to pay extra for a faster delivery!
they have an ebay shop with the same name - I assume its the same people - with less than stellar feedback.
I've had one order with no problems, got free extra strong teabags too, bit different to the usual haribo.
Last time I used them they sent me completely the wrong item, and the hoops I had to jump through to get a refund were ridiculous.
+1 for avoid from me.
Have had kit in the past and in general been good, however I recently had an issue with a faulty zip on a jersey. It was a summer weight jersey and only worn in the hot, therefore limited use but appeared older due to the length of time it had sat in the drawer over winter.
Despite in my opinion being substandard and unfit for purpose they refused to refund because zips were wear and tear items, and as it was over a year old not covered.
I can see their side, but for the sake of a jersey that would I guess cost them about a fiver at most, or even bunging a voucher my way in compensation, they refused to budge and as a result lost a customer.
I've used them several times, no problems here, never had to send anything back though.
They do send a lot of 'discount' mails, but often lots of stuff is excluded from the discount so find them pretty annoying and largely ignore.
dont forget TCB is pretty good with them too
So, in summary, they're great unless something goes wrong with your purchase, in which case they're terrible at sorting it out?
They're Planet X / on one and I claim my prompt refund of £5.