View Full Version : Poor Service from Genuine Army Surplus
Fallow Way
25-02-2005, 19:32
As some of you know, i`m off on a cold climate trip shortly.
All seemed fairly simple. Got to have a look at a lot of differnet types of wool/fleece based cold climate trousers, settled on one i liked and looked around for a supplier.
Contacting the above company I was told they have them up to a 42" waist (although being a big ******, this size was for the extra layers beneath). The next day i rang to put an order in.
Simple so far....
Upon their arrival I put the one leg in....and looking down...realised not even my other knee would sqeeze in.....
calling them, they apologised and promised to get a pair of 42`s off to me that afternoon....
...after a call from SWMBO asking when they should arrrive as she needed to go out i contacted them...to be told they had tried to call to say they didnt do any 42`s after all (although SWMBO was at home all day)...
So now i have to return them, petty i know..but costing me out of my pocket for their mistakes.
So all in all a needless pain in the buttocks. Just thought i`d post to see if anyone else has had problems or if this is a one off (which it might well be)
So i`m settling on some Nanok trousers instead.
arctic hobo
25-02-2005, 19:56
I've not used the site but those Nanoks are great :biggthump
Lemoneyewash
25-02-2005, 20:46
Thanks for the warning....
Ask for (insist if need be) a refund of your postage costs.
Their mistake, they're liable.
Let us know the outcome.
bambodoggy
26-02-2005, 09:23
This company is a nightmare!!!!!
Those of you who saw me at Ashdown may have noticed that my Ventile smock is becoming faded and a tad worn, so I thought I'd keep it for real outdoor use and get hold of a cheap windproof but not ventile green smock to scrap about in the woods in...not an easy task in itself!!!
I placed an order with Genuine Army surplus back in November!!!! They claim to have shipped two to me....none has arrived, then they said the couriers had lost one and were bringing the other back to them as they couldn't deliver....this was to my work address and as I run a major shipping department I know every delivery we have....they didn't even try.
They then said they'd send the jacket they got returned to me via Royal Mail....that failed too...if it ever happened...
I had to chase them every step of the way, they never return calls and unless you speak to a guy there called Chris nobody knows what you're talking about.
Finally a couple of weeks ago...that's almost three months later they admitted they didn't have the smock I wanted and I finally cancelled my order...
The above is only a summery of how useless I found them to be...
It's only my personal recommendation but I'd strongly advise all my friends only this forum to stay well away from Genuine Army Surplus...
Hope that helps...
genuinesurplus
26-02-2005, 11:39
Hello,
Concerning poor service from Genuine Army Surplus we apologise to Nomad for the service he recieved which is totally unaccceptable he was told his size was in stock when clearly it wasnt we will be refunding him in full for his trouble including the postage.Concerning Bambodoggy again this kind of service is not acceptable and we have put in measures to stop this.Over the past year we have redesigned our website and mail order service and as a result we became really busy and it overpowered us we have now sorted this problem out and are now back on track.
Thanks.
bambodoggy
26-02-2005, 20:32
Hello,
Concerning poor service from Genuine Army Surplus we apologise to Nomad for the service he recieved which is totally unaccceptable he was told his size was in stock when clearly it wasnt we will be refunding him in full for his trouble including the postage.Concerning Bambodoggy again this kind of service is not acceptable and we have put in measures to stop this.Over the past year we have redesigned our website and mail order service and as a result we became really busy and it overpowered us we have now sorted this problem out and are now back on track.
Thanks.
Fair play to you guys for showing up and apologizing.... it's much appreciated.
It's a shame it went so badly wrong as I was fully intending to post up a link to you guys regarding the smock as I know a lot of the guys on here like them..they are very functional but not too overtly "rambo"....
Again, your sorry is much appreciated :biggthump
Genuine Service, unfortunately the best advertising in the world is word of mouth and your apology will do little to change minds, the damage has already been done.
But I would like to hear from any long time members of the forum that has received a good service from this company before I totally condemn them.
simonsays
27-02-2005, 07:33
Genuine Service, unfortunately the best advertising in the world is word of mouth and your apology will do little to change minds, the damage has already been done.
But I would like to hear from any long time members of the forum that has received a good service from this company before I totally condemn them.
I cannot really comment on their mail order service as I haven't used it. I certainly share the frustration of anyone who has experienced difficulty with any internet retailer. What I can say is that Genuine Army Surplus shop in Darlington (Where the company is based) is great. What I would call an 'old fashioned' Army Surplus shop with racks and shelves loaded full of goodies in olive drab and DPM. The staff seem friendly and knowledgable and they dont seem to mind me poking around in some of the darker corners of the shop looking for that elusive bargain :roll:
Please note - no connection with either the shop or the internet retailer.
Cheers,
Simon
beachlover
27-02-2005, 09:09
Personally, whilst I would rather have no problems when I buy stuff off the net, it is refreshing to hear an open and honest apology from a company when things screw up. Fair play to them. I think I might give them a try, just for their honesty.
it is refreshing to hear an open and honest apology from a company when things screw up. Fair play to them. I think I might give them a try, just for their honesty.
I agree beechlover and my hat off to you G.A.S for getting on and making such a public apology, most companies bury their heads in teh sand and if they do emerge they come out fighting and that just doesn't go down well, no matter who's in the right or wrong. You're an example to other of how to try setting things straight :biggthump
You've got nothing that fit's me (58") chest so I doubt that I'll ever order from you, but you could do with the benefit of the doubt.
I'd like to hear from people that have ordered from G.A.S and I'd like to hear from people that order from now on. Just post in this thread.
Once again, thanks for having some bottle and thanks to those that have raised the issue, as an issue it is :biggthump
I'd like to hear from people that have ordered from G.A.S and I'd like to hear from people that order from now on. Just post in this thread.
Bizarre thread crossover - they appear to have the 70L versh of those Swedish Army frame rucksacks on their special offers page - Weren't some forum members after getting them?
I...don't...need....another... .rucksack....mussst...resissss t :shock:
Off out for a walk now, just came on to pay TomTom.
Jim.
Fallow Way
27-02-2005, 12:04
Just an update.....
I`ve had a couple of very very apologetic phone calls from G.A.S. Steve couldnt apologise enough and offered various ways of making up for it, unfortuanlty I`ve resolved the problem already (Nanok trousers).
I hope its served to promt him to kick some people`s **** into gear on certain fronts and get their mail order service running at top notch.
Not against the idea of giving them a try again in the future should something catch my eye.
OutBackP
15-08-2006, 20:02
I'd like to hear from people that have ordered from G.A.S and I'd like to hear from people that order from now on. Just post in this thread.
I don't really like to publicly company bash, but in the interest of the forum, I feel I really must let you all know of my experiance with Genuine Army Surplus. They have some good products and good prices (IPK's 2.50)
I placed an order on the 29 June and have finally got all my order. After a week I enquired where my order was. The reply came back that It would be with me on the 10th July. A few day's after the 10th and still no order. So I called the shop and they told me they didn't have part of my order in stock. But it would be there the next day, and I would have it the day after. Still no luck. So another email. The reply this time was it's been sent but the bag split. Well finally it arrived. I'd ordered some side pocket and yoke. to make a day pack. But hadn't checked that it had the utility straps until a couple weeks later. So another email and another failed delivery date. After sending another email asking where they are, they've finally arrived today. Not matching though, one used and one new, so different colour. But I don't care it's been enough just to get the full order.
I don't mind mistakes happening when I order off the net. But it would be nice if they could tell you the truth. Unfortunatly I can't see that I'll be ordering off G.A.S. in the future. Theres enough competition some with free postage. It's just a shame 'cause the IPK's are dirt cheap.
Any way thats my bitch of the day. Think I may go off and shoot some rabbit's for dinner and get rid of that anger.....
sandsnakes
15-08-2006, 20:16
I had a bout of this with strike-force supplies, turned out it was the courier service and not them at all. Still strike-force paid up the post and go it to me the next day. So I can reccomend them for dealing honestly and quickly with a problem that was not their mistake.
Good chaps! and they sell cheap hexy.
Sandsnakes
Millbilly
15-08-2006, 20:18
Tried buying a daysack from them about six months ago. Paid in full, and never recieved my daysack. They ignored my calls, and never returned my emails. Useless bunch of ****es.
Not to negate the shoddy service some of you have received via their mail-order service I can say that visiting the shop is much better and I've dug out some real finds, including a super-size pilots bag for onlyy £9.
I appreciate this is little consolation for those not within driving distance...
But I would like to hear from any long time members of the forum that has received a good service from this company before I totally condemn them.
I wouldn't consider myself a long time member but I've ordered from GAS 3 times in 18 months and had no problems. It has been pretty standard/popular kit, which may or may not make a difference.
I ordered a Swedish 35L rucksack early this year and received it straightaway and Swedish army messkit sometime last year also delivered straightaway. Both times I ordered by phone and, having read the negative reports, took the time to ask whether the items were in stock and whether they could post immediately as I needed them for an imminent trip.... :)
MagiKelly
16-08-2006, 22:09
I ordered a box box of 10, 24 hour ration packs last week and they arrived two days later. Can't fault the service from that. It was a phone order and they were cheerful and helpful on the phone too.
bogflogger
16-08-2006, 23:22
Hmmm.........
http://www.bushcraftuk.com/community/showpost.php?p=185696&postcount=105
http://www.bushcraftuk.com/community/showpost.php?p=185862&postcount=109
http://www.bushcraftuk.com/community/showpost.php?p=186021&postcount=113
http://www.bushcraftuk.com/community/showpost.php?p=185879&postcount=110
Again, not to shout over those that have had problems, I've had great service at prices that IMO couldn't be beaten. In the last year or so I've placed about 3 orders for 10xration packs at about £50 delivered iirc, with my choice of menu; tatonka burner; tatonka tarp; nanok shelter jacket; Swedish Army axe. So no problems here.
That said it looks like there have been problems with other peoples orders and it illustrates perfectly the best policy of always being straight with people, be honest, always tell it how it is and do your best to correct mistakes quickly when they happen.
British Red
17-08-2006, 09:26
Again, a different experience. I have had three deals from these guys..strangely similar to Skankers (a Nanok air jacket, 10 x 24 hour rat packs and an axe). On each occasion, the goods were promptly despatched and vastly cheaper than elsewhere. I'm the first to complain if the experience is bad and applaud people for pointing out any issues (together we are far more informed than separately). Looks like it "good in places / bad in places". Don't miss out on the bargains though
Red
bambodoggy
17-08-2006, 11:11
I ordered a steel swedish army mess set last week, I ordered it by phone on the wednesday and Chris said it would be with me on friday....low and behold on friday it arrived.
I know other mates of mine have had problems with them via their website but I have to say my one and only experience of them was rather positive.
Cheers,
Bam. :)
Eh? http://www.bushcraftuk.com/community/showpost.php?p=75263&postcount=5
FWIW, I have found them to be cheapest source of ration packs, and their delivery charges are low for such a heavy item.
I've had two orders from them - very quickly delivered and I am a satisfied customer.
I think that its safe to say that all retailers will have their moments when it comes to fulfilling an order....unfortunately that is the way of the world (I have just had a big problem with Cotton Traders on one order when another order went through as smoothly as anything).
Its good to be able to let people know of your experiences (good or bad), but it is also good to keep things in perspective and realise that all retailers are human and that mistakes do get made....the key for them is to make sure that mistakes dont get repeated.
Spikey DaPikey
17-08-2006, 12:37
Got my axe of them, with no problems :)
bambodoggy
17-08-2006, 15:08
Eh? http://www.bushcraftuk.com/community/showpost.php?p=75263&postcount=5
Blimey, do you know I'd forgotten all about this!!!! lol I didn't even recognise it as being the same company!!!!
So, I have to change my last statement and say it's actually a one all draw! One time they were a nightmare and this time they were very good. 1-1
I saw that they had the steel mess sets over on BES and just ordered without thinking over the phone....if I'd have made the connection then I wouldn't have ordered on my own advice.....and as I say it turned out perfectly well this time!
Funny old world isn't it! lol :lmao:
So it seems that from my experience that phone orders are good and web orders aren't.
Thanks Skanker.....at least somebody reads my post even if I don't! lol :lmao:
Bam. :)
:lmao: You're being watched! :lmao:
I think I only noticed as I missed this thread when it started and read from the start today.
Another problem with this situation is that almost nobody goes out of their way to say how great a company is.
I have a small business, I sell high end stuff from the most sought after makers but I am also let down by suppliers. People call and email and keep asking about when is it going to arrive. Sometimes its just impossible to deliver because its out of your hands.
Another thing is stock, dispite thinking that I have it all up to date, you get orders in and when you check, you find its out of stock. Then, cap in hand you have to apologise, it looks amateur and it peeves one off to have to do it, but cest la vie with retail.
Moonraker
19-08-2006, 10:40
Another problem with this situation is that almost nobody goes out of their way to say how great a company is.
I have a small business, I sell high end stuff from the most sought after makers but I am also let down by suppliers. People call and email and keep asking about when is it going to arrive. Sometimes its just impossible to deliver because its out of your hands.
Another thing is stock, dispite thinking that I have it all up to date, you get orders in and when you check, you find its out of stock. Then, cap in hand you have to apologise, it looks amateur and it peeves one off to have to do it, but cest la vie with retail.I think there is quite a lot of supportive comment on this thread which is good to bring that balance. It's always tough, but it is useful to hear how other people have found a company's service.
There are plenty of genuine reasons for some delay etc and understandable these days where margins are tight and more and more kit is ordered on purchase to keep prices low. The biggest problem I find is due to poor communication, i.e. some retailers not keeping customers informed. If there is going to be a delay, then knowing about it is important and makes for a more pleasant experience.
I use these guys a lot, steve and chris are very helpful and have never had any probs,
I've ordered quite a few things from them over the years and while I've never *not* gotten what I ordered it has sometimes been a bit of a wait. I reckon it's just a stocking problem; if they have it, you get it pronto, if they don't, well, youj ust have to wait. :rolleyes: They are cheap though :D
Cheers,
Toddy
British Red
19-08-2006, 23:32
Steve and Chris have a stocking problem???????
<shudder>
Well, y'know, I don't know them :rolleyes: I've no idea if stockings are a problem for them or not :naughty: :D
Cheers,
Toddy
OutBackP
20-08-2006, 16:15
My only problem with G.A.S. has been the untruths. Sure mistakes happen and they run out of stock. But I don't think lying about it works. I think it's important to have these discussions here, so we can all make an informed desicion wether or not to order from the company or not. Also it's not all bad for G.A.S. they've gotten free advertising from this thread and I'm sure people have a least looked at their website from this. I think as it was stated earlier it's probably best to phone and check they have your order in stock.
I've ordered 3 times over the last 12 months or so, always via the web and always been very happy with the service that I got. When one part of one of my orders was out of stock they called me and offered a suitable replacement so that the order could go right away.
All retailers online/mail order or otherwise will make mistakes, I've had more issues with High Street retailers than online shops. It's always good to have a heads up though on any experiances good or bad.
frankiehowerd
05-07-2010, 10:30
These guys are up to their same old tricks.
Some weeks ago I placed an order with them for 3 pieces of kit: bib & brace; kneepads for same; pair of trousers. For convenience, I ordered online. I wanted the stuff for a few summer projects, so paid the rather stiff postage costs on the basis of fast delivery. I was somewhat taken aback when, after payment was taken, a page appeared warning me to allow 28 days for delivery!
I immediately phoned to query this. Already, the convenience of my online purchase was being eroded. The guy on the phone reassured me: "I don't know why it says that. It will be with you in 2 days."
5 days later, nothing.
I filled in an on-line eniry via their website, asking where the stuff was, and if there was a problem. No response.
3 more days. I phoned again. I got a lad who took my order number and said he would call back shortly. He didn't.
Next day. I got a different lad who told me he had no way of checking the progress of my order, and I would have to call again when the manager was in. I asked when that was, and was told fifteen minutes. Four more calls and two days later, I got the manager. He told me he would check and "get right back to me". Two hours later, phoned again, and Laddy was on his own again.
Next day, I got the manager, and this time asked for a specific time when he would call me back. He told me between 12:00 and 1:00. Didn't happen. Follwing day, he promised to phone back in "2 seconds". Didn't happen.
Finally, this morning, I succeeded in cojoling him to give me the information I needed: they still hadn't processed the order, and were out of stock of one of the items.
I cancelled the order and wait with interest to see if the funds reappear in my account.
I suggest changing their name to Imaginary Army Surplus.
I only use this surplus store and have never ever had a prob always bend over backwards to help. What i can say is if you ever go into the shop, its always very very busy, poss why you never got your calls. Always a bargain to be had. Sorry to hear of your woes. But like i said always come up trumps for me.