June 17th I ordered and paid for a pair of Pro Xt 2 boots from Surplus and Adventure, I paid the full amount of 76.90 by debit card in person at their Alcester store. I was told by the assistant named MAX that I should expect the boots within a few days. A week passed and no boots arrived, I called and spoke to an elderly gentleman who answered the number on the Surplus and Adventure invoice.
This man who I never managed to get the name of spoke with Max who confirmed that the boots had not been sent due to them being on "Back order" I asked how long I might have to wait for them and was told that they didn't know.
I explained I was going away and that I needed boots therefore I would have to go elsewhere, I requested a refund and was told the money would be credited to my account within a few days.
A week passed and I checked with my bank and they confirmed no money had been credited by Surplus and Adventure.
I called Surplus and Adventure again and was told that it would be done there and then. I have to admit that I forgot about the Surplus and Adventure issue for a couple of weeks then and it was only when my bank statement arrived that my mind was jogged. Sure enough no refund!
I called Surplus and Adventure again and the same elderly man answered the phone, this time I was told that he would check with their admin dept, I was told again that I would have my money refunded.
I backed this call up with a email explaining the entire saga, and received one in return from a Lady called Val saying that if I sent them my card details they would refund my car within 24hrs???? Bizzare to say the least seeing as all this time they have been refunding my card!
I sent them my details and was told that the issue would be sorted the following Monday and that Val would call me once she had refunded my card. Monday came and went and no call came.
So I called Val on the Wednesday ( I was working on the Tuesday) and she said that the matter had been taken from her hands, and that her colleague would be issuing a Cheque ......by this point we are a month on 17th of July and my patients were wearing thin with the level of evasive behavior from them. So I said fine no trouble save your stamp p I'll come and collect it now.
At which point i was told that if I did that they would call the police as they deemed my behavior aggressive
I left it not wishing to have them making false allegations against me, planning to take them to the small claims court and save any further hassle.
However the next day my cheque, finally arrived.
So buyer beware, this company has a very different idea about what constitutes good customer service. Looking at the net I have found many similar reports.....give it a google......better off going somewhere else even if the advertised price is a few pounds more!!!!