Review Time
Immediate and courteous response to a problem I was experiencing with an online purchase.
Follow up and outcome was faultless and comprehensive.
I am extremely grateful for the professionalism and respect afforded to my request for assistance.
Many thanks.
Gary B - Australian customer.
This is my second review regarding an unresolved issue with the service. I find it hard to accept the lack of communication about stock availability for an item I purchased that hasn’t been delivered due to being out of stock. However, the item has remained listed as available online for over a week since my order. I have been seeking information from the warehouse for a week, exchanging six emails with the customer support team, yet I still haven’t received any clear details on whether the item is truly in stock. The generic responses about refunds due to fluctuating stock levels are frustrating, especially since the item is still marked as available. There seems to be a significant problem in addressing customer inquiries. I urge you to review the responses and make a concerted effort to enhance your customer support. This issue remains unresolved, with only vague replies claiming that the internal team is working on it. It feels like there is no real support available.
I invested a significant amount in gear over time. When I needed to return some items due to fit issues and a change of heart, I was taken aback by the process. It ended up costing me hundreds of dollars. While I understand the challenges of reselling clothing, I found it particularly puzzling that they deducted for a club pump that I returned unopened in its original packaging. This experience has made me rethink my support for a brand I can no longer feel good about.
I am deeply disappointed after years of purchasing both online and in-store. I bought a winter gilet during the sales, but it was too small, so I needed to exchange it. I returned it in time to meet the returns policy and intended to reorder the correct size along with three other items. All I wanted was to exchange the gilet, but the customer service team, after multiple messages, refused to honor the original sale price for the new size. This is unbelievable, especially since I had other items in my basket. What happened to the company? They used to offer a fantastic service. Now, they seem disengaged and lacking common sense. I have always paid premium prices happily. I feel like I can no longer support them on principle. There are many other good brands out there. What sets them apart anymore? Truly disappointed.
I have spent a considerable amount on gear over time. When I needed to return some items due to sizing issues and a change of mind, I was shocked by the experience. It ended up costing me hundreds of dollars. While I understand that restoring clothing to a resellable condition can be challenging, I found it difficult to comprehend the deductions for a club pump that I returned unopened in its original packaging. Ultimately, this return experience has led me to reconsider my support for a brand I can no longer endorse.
Exceptional customer support—quick responses, very friendly, and solution-oriented. The issue was resolved immediately, with excellent communication throughout the entire process. It's rare to see such service these days. Absolutely fantastic.
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