View Full Version : surplusandadventure misadventure
Not sure if this is the right forum, but I will ask the question anyway. Has anyone else had problems with www.surplusandadventure.co.uk ?
Three months on and Martin has still not refunded me £49.95 that his company deducted from my card for goods they never delivered. That despite promises to complete the refund in four separate phone calls in the last 8 weeks.
Here (http://www.bushcraftuk.com/community/showthread.php?t=5487&highlight=surplus+adventure) is another general groan aswell. I have never used them myself.
Doug
Thanks for the link. Seems I am not the only one to have delivery issues [wrong sizes/wrong goods/delivery omissions]. That said, I am assuming that all of the problems recorded in that 2004 link were resolved.
Waiting for goods is one thing. I am still waiting for a refund that SurplusAndAdventure [Martin] agreed to make 3 months ago! That is my money.
MagiKelly
25-04-2005, 09:54
Just contact your credit card company or bank direct yourself and they should credit you. The credit companies are usually very helpful with this type of thing.
Paganwolf
25-04-2005, 10:30
These guys and their service is absolute pants if you ask me! they still owe me postage for a returned wrong order :( , i will never use them again, id rather pay more and go somewhere with good customer service. I can sympathise with you buddy...
These guys and their service is absolute pants if you ask me! they still owe me postage for a returned wrong order :( , i will never use them again, id rather pay more and go somewhere with good customer service. I can sympathise with you buddy...
But where else can you get Swedish Day Packs?
Neil
they have a good website with a really good probuct range.. what a shame they can go the distance.
Maybe we should e-mail all the threads to them see what they say it might just come down to a doughnut working in storeroom.
Just contact your credit card company or bank direct yourself and they should credit you. The credit companies are usually very helpful with this type of thing.
Yup, I have already started down that road. Apparently Barclaycard have so many similar complaints running at the moment, the relevant documentary paperwork I have supplied to them will take about 2 weeks to process. :(
Like you, Jon, I was verbally promised (repeatedly) a refund in respect of the undelivered item plus the cost of posting the unrequested item back. I have received neither.
In the future I will shop elsewhere. Any notional savings you might make because of a low list price is blown away by failures to deliver and, in my case, witholding monies due.I will share my experience with any friends who shop for similar kit on the web.
Maybe we should e-mail all the threads to them see what they say it might just come down to a doughnut working in storeroom.
Mal
Wish that were true. The fact is that the front office guys [Chris & Russell] have passed on the requisite info to the manager/owner Martin on several occasions. My last conversation was with Martin himself. He swore he would make the refund more than a month ago.....
I don't think the doughnut is in the front office....
Vince
Paganwolf
25-04-2005, 17:09
But where else can you get Swedish Day Packs?
Neil
:rolleyes: lol, oh yeah ;) ive got mine, they ponced that order up too!! :rolleyes:
Can't say that I've ever had a problem with them. However, several of my cadets have. Fieldtextiles/theoutdoors on the other hand... :(
Wildpacker
30-04-2005, 11:00
I've never had any complaints about these people. But I've never had to return anything or request a refund.
Had another delivery this week of exactly what I wanted, exactly what I ordered (not always the same thing!) and within four working days of the order.
It's good to hear something positive ;)
bambodoggy
02-05-2005, 20:00
Where abouts are they based Zamo? Maybe a visit in person might be called for? ? ? :eek:
I've never had any problems with the company in question... actually they have always delivered my goods ...as ordered... on time, or let me know if something is out of stock.
but.....
If they owe you money/goods ... and they still arn't giving it to you after repeatedly contacting them... give them one last try and then contact trading standards.
Ed
Where abouts are they based Zamo? Maybe a visit in person might be called for? ? ? :eek:
Bambo
The website states they are based in Worcestershire. Too far for a casual drive or to collect just £49.95. But heck, surely 8 phone calls should be enough? I cannot believe that it is in their interests to withold monies they owe given the negative publicity it generates.
If the credit card company's interaction with S&A does not supply satisfaction, I may make the trip out of principle.
Vince
Should this not be dealt with off a public forum? :)
Motorbike Man
03-05-2005, 00:38
Should this not be dealt with off a public forum? :)
My own 2ps worth, I've never dealt with the company involved before, but this would be just the sort of information I would want to know about and would look for before making an order. There are both positive and negative things being said so it's not as if the company involved are taking a complete slating. Personally I think it should definately be on a public forum, but and I stress BUT that is just my own personal opinion
Should this not be dealt with off a public forum? :)
Chris
I had spent over 8 weeks trying to resolve this privately. I have had undertakings that the refund would be actioned "today" or "this week" on several occasions during this period.
It was only once it became clear that S&A were not keeping their word that I decided to make my experience public. The fact that others have had similar experiences validates the need for this kind of public forum.
In this day and age we need to share our experiences [good and bad] since many internet vendors are all but unreachable. Caveat emptor.
Vince
Fair comment Vince
A swift call from trading standards should resolve it ;)
For your convenience, the SHOP is OPEN 7 days A week
Coneybury Farm Shop Complex, Alcester Road, Flyford Flavell, Worcestershire, WR7 4DF
maybe a little personal visit may do the trick, usually works for me. i know its a liberty having to go a long way for a small amount but maybe the threat of your arrival may help?
For your convenience, the SHOP is OPEN 7 days A week
Coneybury Farm Shop Complex, Alcester Road, Flyford Flavell, Worcestershire, WR7 4DF
maybe a little personal visit may do the trick, usually works for me. i know its a liberty having to go a long way for a small amount but maybe the threat of your arrival may help?
Dingo
I have included a link to this thread in my last few emails to S&A so that the proprietor [Martin] can see the conversation thread. I would hope that whatever currently impedes his better judgement changes once he sees how his actions are viewed by his paying customers.
Vince
bambodoggy
04-05-2005, 13:22
Good for you Zam..... as you say the money isn't the point, it's the being basically lied to that's so bad. having said that I bet the interest on that ammount that you are paying on your credit card while they have your money isn't far off the petrol costs to go and get it back!
I agree with MBM, if they want the business of us the paying customer then we need to know they are a reputable company and to discuss this in public is the only way to go.
Lets hope the owner or manager see's this thread and realises just how much business he's potencially losing by providing such bad service to one of our members.
Bam.
I wonder if they have had a change of manager or some such? Reason I say this is up until a year ago everything I ordered was great (this was when it was run by the ex-squaddies) - that said in the time since then I have had the same problems as above, I ordered a new parka in a large and got a second (grade 2 or worse) in a medium when I asked for a refund it took weeks to get it - although in the end a cheque did arrive.
Seems at some point last year a transistion was make and their previous excellent service petered out, so much so that I will not shop there anymore.
Fair comment Vince
A swift call from trading standards should resolve it ;)
Chris
Thanks for the advice. If anyone else needs to contact the Trading Standards Office (020 73323406) , please note that you will initially be referred to: http://www.consumerdirect.gov.uk . They are now progressing the investigation.
Thanks for letting us know about the poor service you have received.
i was planning an order now i shall look elsewhere. it takes ages to biuld a good reputation and seconds to lose it. Retailers survive on trust and reputation.
You just cannot make this stuff up:
Today, 5 months after the original order and 2 months after S&A undertook to issue a refund for the goods not sent, a parcel arrived in the post dated 03/05/05. See below!!!
Unbelievable. I mean, getting the order wrong once....never responding to an email...promising a refund on 4 occasions....and then to send the wrong stuff AGAIN????!!!!
http://www.vincentgray.free-online.co.uk/Mail%20frank.JPG
http://www.vincentgray.free-online.co.uk/Jacket%20+%20trouser%20size%20 W.JPG
http://www.vincentgray.free-online.co.uk/Supersize%20me%20W.JPG
big pictures!
Fixed in next version.....
well dont mate...
your feet appear to stick out the bottom of your new tent! :rolleyes:
ChrisKavanaugh
06-05-2005, 05:25
Aside from the service ( or lack thereon) perhaps the forum can post a thread on UK salesterms and invite a retailer to explain the acquisition of surplus kit. It took me several disasters to learn new or used excellent meant I would get decent stuff and the rest is rubbish and 'like' or 'equal to' is a optimistic euphemism for counterfeit knockoff junk ( just how does a chicom factory make the allready awfull G.I. anglehead flashlight even worse :eek: ) Some retailers would have you believe they are a Walter Middie adventurer and located a crate of unissued zeltbhans in a Serbian poultry farm. The truth is if one guy has Morroccan Ski Patrol Anoraks at least 3 other vendors will too. This stuff doesn't last forever either. If you see something you fancy research the vendors, go with one who has good service and an honest description and buy it when stocks are first offered. Fail, and you'll look like Brad Pitt walking into Lhasa :D
Paganwolf
06-05-2005, 08:28
Ooooooh Suits you vince lol, ;) Seriously they did the same to me on more than one occasion, how many more dissatisfied customers must they have :rolleyes:
I have emailed Surplus and Adventure the following email. I will keep this forum updated on developments:
Surplus and Adventure
In January 2005 I ordered various items from your company under reference number 1561604. You delivered 2 out of three items plus one wrong item. I returned the wrong item by post and waited a further period for the missing item to come into stock at S&A and to then be delivered. The item had still not come into stock a month later by which time it was mutuallly agreed that you would issue a refund in respect of that item. [GOR010 Goretex two-piece flectarn suit sized LARGE, price £49.95] I was also promised a refund in respect of the postage incurred sending the wrong item back. I have received neither.
This week I have received, unbidden, from your company a GOR010 suit with mis-matched trouser and jacket sizings. This is as inappropriate as the the first incorrect delivery. I must insist on a full refund immediately. I also require that you send a self addressed envelope for the return of these unwanted items as I have good reason to believe that you will not reimburse me for the cost of returning these unwanted goods.
I have given reasonable notice of my requirements. If I do not have a full refund in 7 days I will proceed to take this matter to the Small Claims Court for remedy.
bambodoggy
06-05-2005, 14:15
Good for you Mate!!!! Let us know what happens and what they say if they reply.
Bam.
I have received two emails from S&A today. They constitute the only communication I have had from S&A since confirmation of my order in January! I must asume that they are from the same person although no names are offered. In the first email timed at 13:26 today it is stated that a refund in respect of the suit was made "two weeks ago".
I checked this assertion with Barclaycard today by phone at 14:35 only to have it confirmed that no funds have reached my account. I therefore emailed S&A back with this information.
They then responded with:
Hi there.
I have confimation that your card (4929 xxxx xxxx 0009) was refunded £39.95
on the 5-May-05 10:15:47. I can provide evidence of this if you require. The
suit you have recieved must have been despatched by the office staff at your
request as I have no record of this in the shop. You will need to contact us
via phone after 12am on Monday and ask to speak with a member of staff in the
office. They will be able to talk you through the refund process and explain
it in more detail. I am unable to offer you any more information at this
time.
Sales Team
Surplus & Adventure
Coneybury Farm Shop
Alcester Road
Flyford Flavell
Worcestershire
WR7 4DF
Sales - 01386 793900 or 01386 792906
Mmmmm....That does not sound like two weeks ago. That sounds like yesterday! And it is £10.00 short of a refund. With regard to the rest of the statement, I can only speculate that the person sending the email is somewhat detatched from the department receiving the emails the web interface invites.
I will secure full restitution in the Small Claims Court if they do not refund the full £49.95. And they will have to send extra funds for return of the unwanted goods or an SAE.
keep us posted on your progress.
yes, do keep us posted on what happens Zambezi! i would say if you feel that strongly about it head for the courts right now, the thread will probably kick them in to action, with out doing so this is simply going to cost you more and more in your time and energy!
MagiKelly
07-05-2005, 20:18
Remember that Legally if someone sends you something you have not asked for, after 6 months it is yours. If you inform them you have it and ask them to collect it, you own it after 3 months. It is their responsability to come and collect it at a reasonable time and there is no requirement for you to go out of your way to be in to hand it over. So persue your refund but as to the jacket they sent you, the onus is on them to come and get it
arctic hobo
07-05-2005, 20:32
Good for you zambezi! I'm pursuing a similar case with Sony, I've found that if you find the specific person who's responsible, deal directly with him/her, push hard, perhaps threaten to go public (magazines love lettters defaming companies and frequently will take up your case for you, and sometimes publish what happens!), and you'll often get what you want.
steven andrews
08-05-2005, 09:02
The truth is if one guy has Morroccan Ski Patrol Anoraks at least 3 other vendors will too.
Interesting.. .have a link? :)
Remember that Legally if someone sends you something you have not asked for, after 6 months it is yours. If you inform them you have it and ask them to collect it, you own it after 3 months. It is their responsability to come and collect it at a reasonable time and there is no requirement for you to go out of your way to be in to hand it over. So persue your refund but as to the jacket they sent you, the onus is on them to come and get it
John
Thanks for the legal tip. Frankly, unless they send the tent poles aswell, the jacket is useless to me!! [See pics below] They will need to send additional funds or an SAE for the return of this item.
I will recheck with Barclaycard today, and will proceed with the Small Claims Court at week's end if the full £49.95 has not been returned to my card.
HURRAH
Finally, today I have received a refund of £49.95 on my Barclaycard! Many thanks to all on this forum for your encouragement and support in my quest to secure the monies owed to me.
I honestly believe that publication of my difficulties with S&A in this forum brought about the requisite change in attitude of their management. Our collective buying power and the wider audience we inevitably share our experiences with is a mighty tool in the customer service marketplace. Caveat [sloppy] venditor!
Vince
Motorbike Man
09-05-2005, 13:07
Result!! Good for you Vince. Sometimes I think we have a tendancy to give up too easily with things like this but we need to push it to ensure good service. By the way, if you end up keeping the jacket, I may be able to find a home for it :D
I'm glad you finally got your cash back. :D
You should never have had to fight for what was yours. I hope you didn't have to pay interest on the money they unecessarily kept from you.
simonsays
10-05-2005, 07:51
HURRAH
Finally, today I have received a refund of £49.95 on my Barclaycard! Many thanks to all on this forum for your encouragement and support in my quest to secure the monies owed to me.
I honestly believe that publication of my difficulties with S&A in this forum brought about the requisite change in attitude of their management. Our collective buying power and the wider audience we inevitably share our experiences with is a mighty tool in the customer service marketplace. Caveat [sloppy] venditor!
Vince
Did you get an apology from them as well?
Simon
Did you get an apology from them as well?
Simon
Er...no. In fact the only two emails I have received since January arrived last week and were contradictory in content. They also seem to reflect the fact that the front and back office at S&A are not in step. [see a copy below]
I will not hold my breath for either an apology or the requisite SAE to return the unwanted goods. [I have emailed this requirement via the web interface and also to their alternate address: Adventureshop@aol.com on 4 occasions in the last week]
And if S&A do not make provision for the return of these goods within an appropriate interval, then Jon is welcome to the jacket.
Vince
I've used them once before and delivery was slow. I was looking at their site last night thinking of ordering from them but I'll look else where :eek: ...glad I read this. Thanks guys
Squidders
10-05-2005, 22:20
I have to say that this sounds really grim...
I'm in no way against what's been said as I feel this place is usually an excellent place for this kind of information.
My own experience has been very positive from them however. Looking at the previous posts regarding their sevice it seems that any clothing or items that would require sizing has been a problem.
I have only ordered "stuff" from them, a bag, lantern, stove and some other bits and bobs...
As this is all pretty standard, I have had no reason to try and change or return any items so maybe just think twice about buying clothing or just call them to have someone actually check the exact individual item you want is available and correct.
I will be buying from them again because the prices are so good but based on this thread and others, I don't think i'll be buying any clothing.
Anyway, thanks for the heads-up!
Cheers
Joe
I have to say that this sounds really grim...
I'm in no way against what's been said as I feel this place is usually an excellent place for this kind of information.
My own experience has been very positive from them however. Looking at the previous posts regarding their sevice it seems that any clothing or items that would require sizing has been a problem.
I have only ordered "stuff" from them, a bag, lantern, stove and some other bits and bobs...
As this is all pretty standard, I have had no reason to try and change or return any items so maybe just think twice about buying clothing or just call them to have someone actually check the exact individual item you want is available and correct.
I will be buying from them again because the prices are so good but based on this thread and others, I don't think i'll be buying any clothing.
Anyway, thanks for the heads-up!
Cheers
Joe
Joe
You may have a point here. My difficulties with S&A [and others in this thread] seem to stem primarily from wrong size clothing being sent or omissions from orders.
That said, the problems tabled here are not just about getting the order wrong in the first place. The big frustration here is the complete absence of service once I had advised them that they had made a mistake. And I did not get remedy by [repeated] private communication, I had to go public.
So whilst your strategy to avoid buying clothing may prevent a lot of hassle in the first place, I cannot see that any after sales problems you might have with non-clothing items will be accorded better treatment.
Vince
I always think that what differentiates good from bad companies is how they handle things and their attitude to customers when things go wrong. I too have often looked at their website and considered ordering from them, but on the basis of all that been said here, certainly won’t be doing so now.
These day’s with the web I tend to order quite a bit of stuff that has to be posted. The mercurial nature of the postal service is bad enough, let alone companies that have no notion of customer service.
I’m not sure if this exists on here already, but we could all fairly easily establish a list of recommended companies. I have previously been surprised at some companies attitude, that if they send you things that are either faulty or they’ve sent you the wrong item, then they expect you to incur the cost of returning said items!
j.roberts7
14-05-2005, 12:16
i have had problems aswell a year or so back this this company
i use strikeforcesupplies.co.uk if i need ex army kit now
they are fast and send the right kit and the stuff is excellent