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Jacket i bought

Jacket i bought


Postby CocoPlops999 » Wed Aug 21, 2019 4:47 pm

Hi all!

looking for some advice about a jacket i bought.

I bought the mountain equipment lhotse in may, It developed dye marks all over it after a few uses so i contacted mountain equipment they told me to return it to gooutdoors, they refused to take it back saying that i was normal for bright coloured jackets to get dye marks on them... went back to mountain customer care and sent the jacket in, they phoned me when the jacket arrived and apologised said this shouldnt have happened so offered me a similar jacket or rufund as the jacket wouldn't have been in stock till October, I took the refund option and the lady said she would contact gooutdoors to organise this for me.

hadn't heard anything for around 2 weeks so i contacted them again to find out the person who would normally action refunds at gooutdoors was on annual leave and she would contact someone else in the company.

This was the last time i heard from the customer service at mountain equipment 24/7/19 so i decided to email last friday and still have had no reply, I understand people could be on holiday etc

Has this happened to anyone else? Looking for some advice on how to best take this forward and get it sorted.
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Re: Jacket i bought

Postby Caberfeidh » Thu Aug 22, 2019 7:28 am

I've heard GoOutdoors have a lousy attitude to returns or shoddy clothing/equipment so best to lean on the manufacturers and point out that GoOutdoors are being very shoddy with you, you paid good money for a product which turns out to be not fit for purpose and you want your money back NOW or it goes all over the hillwalkers internet sites. I'm already NOT BUYING ONE.
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Re: Jacket i bought

Postby WalkWithWallace » Thu Aug 22, 2019 7:41 am

See what your rights are and lodge a complaint, lots of advice on the MoveySavingsExpert website or CAB:

https://www.moneysavingexpert.com/shopping/how-to-complain/

https://www.citizensadvice.org.uk/consumer/
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Re: Jacket i bought

Postby bydand_loon » Thu Aug 22, 2019 6:55 pm

Go outdoors are utterly shocking for online stuff imo, I had a nightmare with them recently

i wouldn't be surprised if they are the next big firm to go down the plug, the recent trust pilot reviews for its online service are extremely bad
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Re: Jacket i bought

Postby davekeiller » Thu Aug 22, 2019 7:36 pm

People could be on annual leave, but I'm assuming that the e-mail address is something like customer.services @ go outdoors
so there should be more than one person who can access it and sort it out.
Given how long it's taken, I'd e-mail them at least once a week until you get a reply.
When I want to complain, I usually go through resolver.co.uk which seems to be a way to get results.
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Re: Jacket i bought

Postby Caberfeidh » Fri Aug 23, 2019 3:56 pm

davekeiller wrote:Given how long it's taken, I'd e-mail them at least once a week until you get a reply.


I'd email them several dozen times a day so you block up their emails and they have to deal with it just to get rid of you. It doesn't cost you to email them so get on with it.
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Re: Jacket i bought

Postby mrssanta » Thu Sep 12, 2019 9:34 pm

or tweet them. that seems to work sometimes as it is public.
Go outdoors has recently been bought by JD sports ….
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Re: Jacket i bought

Postby Caberfeidh » Fri Sep 13, 2019 8:21 am

mrssanta wrote: Go outdoors has recently been bought by JD sports ….


Oh dear...those poor, poor bastards... :shock:
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Re: Jacket i bought

Postby prog99 » Sun Sep 15, 2019 12:08 pm

mrssanta wrote:or tweet them. that seems to work sometimes as it is public.
Go outdoors has recently been bought by JD sports ….

3 years ago...
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Re: Jacket i bought

Postby Alteknacker » Sun Sep 15, 2019 11:32 pm

bydand_loon wrote:Go outdoors are utterly shocking for online stuff imo...


Interesting! I don't know about their online service, but to date I've found their instore service to be good when returning faulty goods.
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Re: Jacket i bought

Postby bydand_loon » Mon Sep 16, 2019 12:17 pm

Alteknacker wrote:
bydand_loon wrote:Go outdoors are utterly shocking for online stuff imo...


Interesting! I don't know about their online service, but to date I've found their in-store service to be good when returning faulty goods.



Used to be just fine for me, and never had a problem on my once every couple of years visit to an actual shop (Usually Inverness)

they recently held my order for 3 weeks until they cancelled the order due to no stock (item was still available to buy), took a further week plus to get refunded, wish i had read the reviews https://uk.trustpilot.com/review/www.gooutdoors.co.uk# before ordering, pretty damning stuff tbh, It seems like there's a lot going wrong with their online business recently

I'm not a regular user and just assumed they were still ok.

Amazon saved the day, should have gone to them in the first place
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Re: Jacket i bought

Postby mrssanta » Mon Sep 16, 2019 7:38 pm

prog99 wrote:
mrssanta wrote:or tweet them. that seems to work sometimes as it is public.
Go outdoors has recently been bought by JD sports ….

3 years ago...

indeed, but it is only recently that JDsports management style has been imposed on the stores. a family member works for Go Outdoors. There are some interesting tales about the things people try to return
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