I tried to order a rucksack from surplusandadventure.com early last month. Ordered online, good price though the P&P charges we're very high.
Waited a week from when I placed my order and nothing. I tried to email them a couple of times but all the listed contact and support addresses on their website bounced back after a day or so.
Getting a little worried I looked up their contact details and discover they are only about ten miles away from me. I called them and I could tell they we're used to the kind of call I was making as the excuses started flowing straight away...
'Our dispatch department have been very busy this week', 'If you ordered on a Tuesday we wouldn't have got your order till Wednesday[?]', 'It takes a few days for us to process orders' and so on. I'm told that they do have my order and as a courtesy they will drop me an email when the item is sent out.
After I hung up I still had no idea when the item would arrive and as it was now only a week until I was going away I regretted not canceling the order on the phone or at least saying I'd go and collect the item myself.
Anyway, next day I get an email to say the item has been sent out.
It arrives a three days later and as I open the package I see firstly, that the bag is damaged in several places and has had an attempted repair and even worse, is not the item I ordered.
I immediately emailed the contact address I had been given on the dispatch note and three days later I get a reply saying that if I send it back to them and they will look into it. I can't believe how poor and slow the customer service is, especially given the unreasonably high P&P charges, I certainly won't be ordering from them again and eventually had to buy another bag elsewhere.
I was pointed towards these reviews after mentioning my poor experience elshwhere.