“having bought a scooter for xmas for my grandson when he opened it their was a scratch on the stem of the handle bars .i informed skates who offered me a £10 refund which i accepted due to the amount of rain we had over the xmas period he was unable to use his scooter outside we took him to an indoor skate park . after a short timme he came off the park as he could see that the grip tape was coming off and felt it was not safe to use .we again informed skates of the problem who said that as the scooter had been used that it not covered but out of good will would contact the firm but instead sent us a new grip tape which was to small for his scooter .he has not used his scooter since then and by emil phone calls and letters we still cannot get any compromise from skates and feel very let down by as they say a family run firm”
Hi,
Please see response to first review left:
Hi Kenneth, We are sorry you feel this way about your experience, but unfortunately, even though we are a family run business, we have policies and procedures to follow as a company. We are still, more than happy to send another grip tape out to yourselves as we appreciate this situation is ongoing. As per our correspondence with yourselves, as well as Citizens Advice, we cannot offer a full refund or replacement due to the fact your scooter has been used. We are keen to get this issue resolved for you, so it is up to you whether you would like to contact us directly, or continue through Citizens Advice. As previously stated, we're happy to send the correct grip tape our to you, but will not be refunding or replacing your scooter. Please accept our apologies for the hassle caused here, and know we would love to resolve this for you.
“Would never buy again left feedback which was truth.they blocked my e mails.send faulty scooter then sent part for it part wasnt right 1 either.after sales appauling”
Susan,
We haven't blocked your emails at all, and have been more than happy to help throughout this whole situation. If the part was not fixing the issue we would've been able to get this back to our store, and get this all fixed for you.
If you have any further issues, or would like to get this finally resolved. Please contact us directly through our email.
Thank you.
“I'm am shocked at how they have treated me I'm a 15 year old that worked a month to save up for my order of proto wheels, 81 customs pegs, odi grips, and some bearing spacers. Th reason I'm annoyed is because when you order wells from skate you get free bearings so when my order arrived on January 20th Wednesday 2016 the package only had the proto wheels and odi grips and the spacers and I looked at the invoice and it said to follow on the 81 customs pegs and the free bearings so I'm already annoying. Then when the second package came on the following Friday the package only had 81 customs pegs in it and again I check the invoice and it has everything scribbled out except the pegs so this means that they aren't sendin me any bearings so I can install my new wheels that I've been waiting to do for a week. So I got my dad to call them up and compain they said sorry and send some that day and on the 26 January 2016 (today) I've just opened the package and they ONLY SENT ME TWO OUT OF THE FOUR BEARINGS ARE YOU HAVEING A GIGGLE THIS IS THE WORST THEY HAVE EVERY BEEN AND I'VE SPENT A LOT OF MONEY WITH THEM IN THE PAST I'M TALKING OVER FOUR DIGITS. WHO EVER WORKS AT THERE PACKAGING DEPARTMENT NEEDS SOME EYES OR NEEDS TO LEARN HOW TO READ I'M NEVER ORDERING FOR SKATES EVER AGAIN”
Hi there,
I'm sorry this has happened here. But, firstly I would like to say that we treat all of our customers with respect and help as best as we can, regardless of age, although we have only spoken to your dad on this occasion.
I have spoken to your dad via email this morning regarding the x2 bearings missing, and have arranged to send out some spares as well as the ones missing, as a good will gesture.
We're sorry you feel your have not received the great service we strive for, but I can assure you, we do everything in our power to help our customers.
If you have any further queries, please email me directly, at sales@skates.co.uk.
Regards,
Courtney
“Would never buy off you again.after care terrible had 2 scooters xmas time. Which came to £360.the district c series was missing part.you wouldnt take it back.send me out a screw & bolt in stead.took it 2 e.c. cycles man told me wrong part again he had 2 file it down as it clearly didnt fit.£180 scooter faulty .AFTER CARE .AVOID THIS COMPANY”
Hi Susan,
I'm sorry you've had this experience! I have looked into this for you and it looks like you have been sent the correct parts requested now?
Regardless of this, I apologise for the service you have received. Please feel free to email if there is anything we can do for you.
Hi there,
I am sorry you have had this experience. However, I have looked into this for you, and it looks like you refused the parcel, as you didn't want the free myHermes delivery.
If this is not the case, please get back in touch and I'll be able to look into this further for you.
Apologies once again.
“Was very unhappy with the long delay in responding to my calls, the way in which my scooter problem was dealt with ( the problem was not resolved) & I would not recommend this company. I had to contact the manufacturer to get satisfaction. Very poor customer service.”
Hi there,
I am sorry you feel you have not received good service!
We requested that we got the scooter back, so we could realign the scooter for you in store.
We have sent free pads and a helmet a good will gesture!
Apologies for the once again.
“Hi I am not satisfied at all with my purchase it came without the bolt and shim and I have had to go and buy these separate, after paying for next day delivery and it taking 4 days my son still had to wait even longer before using his new Xmas scooter”
Hi there,
I'm sorry you received your order without the bolt and shim! If you had contacted us, we would've been able to send these out to your directly. Please email order information to our sales@skates.co.uk email, and we'll see what we can do for you!
Hi Jodie! I'm sorry you've had this problem! Please email the order details through to sales@skates.co.uk and we'll get this sorted for you right away.
Hi Kristen!
Apologies for this! We respond to all emails to our sales@skates.co.uk email, so it's likely this wasn't received. If you'd like to call in or email courtney@skates.co.uk, I'll get this sorted for you.
“So far I have received a terrible service from extremely rude staff. I have now canceled my order and Ive inquired about my refund but they are simply ignoring me. I have used them before and if they are getting your money it's all good but the moment they ain't, do not expect any type of service.”
Hi there,
I am sorry you feel this is the case! We strive to make our customers happy, not just receive the money. If you could please advise some order details, I will be able to get this situation resolved for you.
Apologies once again for the service you have received!
“Lack of communication was given 3 separate delivery dates finally got them a week later after waiting in all day for two days when phoned you to try and get a definite date had the phone put down on me poor customer service”
Hi there,
I do apologise that you have received this service. Please accept our apologies first and foremost. Please confirm that you have now received your order and this issue has been resolved for you?
Apologies once again for the miscommunication and service received.
Hi Owen,
I am sorry you've not received your order. As this was sent via Royal Mail, we have the mandatory 14 day wait before we can re dispatch any items to you. However as this time has now passed, I am more than happy to do that for you now. I have sent this out via a tracked courier, UK Mail, and you should be receiving an email with your tracking information before 6pm this evening.
Please do not hesitate to get in touch if there is anything else you need.
Hi Catherine,
With regards to requesting contact with another company, this was not by any means an attempt to fob you off, but rather the quickest way to get a resolution for you. The supplier has specifically asked to receive all boards back, so they can directly contact you and send a replacement/issue a repair, as swiflty as possible.
I am terribly sorry you feel this was us just passing the buck, however this is not the case.
Please advise if a solution has now been reach regarding this issue?
“Very disappointed with service I ordered a scooter for my son on 3.12.2015 expecting it to be delivered within the 2-3 day and in plenty time for Xmas. After hearing nothing from Skates for 14 days, I contacted the sales team who told me there had been a delay in delivery which they would try to resolve.
On 21st December 2015 I was contacted and advised that 'yodel' following 'security checks'? were delivering my scooter back to Skates and that 'Skates' didn't have any items in stock to send me a replacement.
The upshot was I had to source alternative gift at short notice elsewhere. My son was disappointed he didn't get scooter he wanted and I was left disappointed with a company who once they had money from initial purchase didn't follow through with customer service.
Very poor experience.”
Hi!
I am sorry this has happened with your order. Unfortunately, we cannot override security checks, but do always try to resolve any issues like this as swiftly as possible, however if we are not alerted of these delays we are unable to let you know. So, please accept our apologies for this!
Please advise an order ID so I can look into this further for you, and pass the information onto the relevant people.
“I have ordered skates for my son for Christmas on 11/12/15.Today is 22/12 I have not received the goods. They forgotten my order and claimed that the emailed me to informed me the product is out of stock,on 14/12/15 by email. When I have order the skates the have been in stock and I have received emails about advertisements not about the goods are out the stock. The company rung me back after I have been chasing the order on 22/12/15 pm. This is not acceptable as they took my money on the date I have order the skates. They should of known this product is out of stock before taken my money. My son is very upset as he chosen the skates himself for Christmas....”
Hi there,
I am so sorry this has happened with your order! Has our customer service team sorted this for you now? Please advise an order ID and I'll see what I can do for you.
“The items that I ordered for Christmas didn't turn up, I was told they would be resent then that 2 were now out of stock, I requested replacements and then was informed these were out of stock. I had to cancel whole order for a full refund.
Not happy at all as these were for my son for Christmas.”
“I still don't have my skates. I have called skates.co.uk and been told to call the courier. I then called the courier to be told to ring skates.co.uk. Each time I call skates.co.uk I have to leave a message and am then called back. They answered an email I sent in an attempt to find out where the skates were with the message that they would call the courier. Have heard NOTHING since. I work in a customer facing job and know that sometimes things go wrong. Putting it right though is part of the job. So far am appalled at the putting it right part.”
“I had ordered a scooter for my son for Christmas and was called by staff to say the box was damaged but scooter was fine and they would knock £5 off the price for the damaged box. I agreed to this as long as there was nothing wrong with the scooter. I received a very damafed box poorly taped up and dusty battered scoorer which was badly damaged it actually has a cut in the metal where my son's foot would go if riding. Very annoyed as I told him it was for son for christmas so not only was it tatty it was also unsafe as it had a sharpe broken piece of metal sticking up which could hurt a child's foot. Sending an email with images of the product.”
