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Hi, have you phoned them to ask about the delivery company and your order?

Cheers  Ratty

I orderd for the first time recently and they sent me an email saying my item was simply out of stock..no money debited to my card.  I then emailed them to ask when stock would be in as the item was an essential or would they suggest i returned all the other stuff?...no rewsponse.

Went online a couple of days later and re-ordered item...it came a week later...still no response from my email.

Great store  ...poor customer service though.

Quote: Originally posted by repmac on 03/8/2011

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Great store  ...poor customer service though.

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I ordered 2 Rab cargo bags from them last year. When the item disappeared from their website soon after ordering, I rang to check whether they could honour my order. I was told that none of their stores had any left in stock so they couldn't honour it and wouldn't charge, but about an hour later my account said "dispatched". I checked with them again and what they had found was a single cargo bag, which they had dispatched, but I needed 2 and getting them from 2 places would have doubled postage so I cancelled. They should have contacted me to see whether I wanted to continue on that basis if they couldn't fullfill the order (as is standard practice), especially when they admitted that they were not expecting more stock. They had to retrieve the item from the courier and would only refund when it was certified that it had been returned to their warehouse by the courier. Took days to get the money back.

To be honest it was a bit of shambles and it seems that the items come from their stores rather than a central warehouse, hence why they have to check on stock levels. I haven't used them since.

UPDATE...just recieved an email saying they "apologise for not getting back earlier but they have been inundated with emails. 

I told them about my post here and advised that perhaps they should have a look as it's a popular site and can be influential in customer buying power.

We exchanged out tent today in the shop and had good service.