/ Mountain Leisure Perth, bad experience
I'm not a good writer, so this may not be very readable.
I placed an order with Mountain Leisure Perth on the 14th of January for two difficult to find items (Momentum Jacket, bergen pants). Because they were difficult to find, I rang up, and specifically asked someone who works there if they were in stock, they said they were and delivery dates we were looking at max 3-4 days. I thanked him and placed the order.
On the 16th I rang up to see how the order was going (I wanted them for the 18th). I was told that they were currently out of stock but this could be as my order had been dispatched and I would be phoned back later. I waited until 6pm (expecting them to be open). When I went to ring them back at 6pm, I realised that they had closed and not contacted me.
On the 17th I rang up, was told that they had been out of stock when I'd ordered them, no matter what I had been told and would have to wait indefinably for the items. I asked for a refund and was told this would have to be passed to the manager for authorisation.
They work 7 days a week. On the 18th; nothing. On the 19th, nothing. On the 20th and 21st nothing! So on the evening of the 21st I emailed asking again for a refund.
On the 22nd they sent me an automated email saying the order had been refunded.
It is now the 24th, nothing has arrived in the bank account I used to pay. I have tried ringing them three times to simply ask how long it takes for funds to clear their account as I understand it sometimes takes a few days, every time it has rung and rung, then sounded like the receiver being lifted off the hook and then left on the table.
I'm absolutely fuming about the service I received. And am getting frustrated for how to proceed when phonecalls are ignored and nothing seems to be happening.
If it was a credit card it would I understand as they are insured, but unfortunately I bought this on a debit card :(
Look up "distance selling regulations", that might apply if you're arguing for a refund from Visa.
Thanks for posting this - one shop for me to avoid in future.
Aside from this I had a fantastic customer experience from them, they left me updates (voice messages) of delivery/availability status and offered to give me a refund etc.
If your waiting for the refund it takes between 3/10 days to be fully refunded.
I had a very similar experience with them, in the end i threatened legal action and threw in a fair few insults... got my money back from a very sheepish (all be it utterly useless manager) very quickly. (although i paid with paypal, so had cover)
No one should ever shop with them. I know this doesn't help you now, but hope you get it sorted.
I definately won't be going anywhere near them in the future.
The only good thing about this whole mess was that I reordered off LB mountain centre I think it was called. They were incredible. Delayed their dispatch for me especially so I could get something next day. Text updates on delivery etc...incredible.
My dad had similar problems, he ordered a jacket online with them in the hope that it would be here for the weekend as we were heading to Lochnagar.
It had not arrived within the stated time and as we were passing by we popped in.
He asked about the jacket and was told it was dipastched.
He really wanted the jacket for the trip so the manager sugessted buying anothe jacket and just returning the one that was posted out.and they would refund it n problems.
Any way he then had the same problems you had, call after call and promise after promise but no refund,
I think in the end he had to go in person to the shop.
He got the refund eventually but it was not straight forward.
So if I were you just go in to the shop and meet them face to face.
hope you get it sorted soon
No problems at all, and very quick delivery.
Just my tuppance worth that they aint ALL bad.
Does that guy with the Rick James hair still work these?
Just to update. Refund was sent yesterday by bank transfer as refunding my card didn't seem to be working, and was received in my bank account first thing this morning.
Possibly I was over harsh and they weren't trying to get away from refunding, but were genuinely having problems.
The intial situation however still annoys me slightly.
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