“Arrived 2 days late. The box is damaged and as it is a Christmas present, I am not impressed at all! Communication is very poor. Emailed 3-4 days ago and still no reply. Contemplating returning this product.”
“The poor rating is for the aftersales. They offer a phone number but when called just rings and goes to answer message. Emails take about 2-3 days to reply although it's been about a week since I sent a question!
The products are of excellent quality but I'm really disappointed with the lack of aftersales.
Please try harder to assist your customers.”
“You claimed you had bars in stock that could be with us in a few days so we ordered 2 items from you rather than your rivals as you offered a free gift with the bars. Once we'd ordered AND PAID you admitted you didn't have that colour. It then took 2 weeks and several contradictory emails until I lost patience and then the headset finally arrived two weeks later.
You offered to refund me for the bars (and I hope you have) but then a week later sent another email saying everything was on its way including the bars.
I have to wait now to check my MasterCard statement as I do not trust what you claim to have charged and later refunded for - as you can probably understand
So that is why I have ticked Poor - to be fair your service has been good in the past but I've now lost confidence in Skates. Meanwhile Skates Plus did not have the bars in stock either but this was clear on website. They did have another item we needed which they sent as promised within a few days.
Wish I could be more positive but different staff seem to make different decisions about what's in stock, what's been delivered and what still needs doing so the stream of emails became quite frustrating”
“Hi, no-one ever returned my calls to answer my questions, the additional wheels I purchased for the JD Bug scooter were sent without bearings. The experience has been hard work. However, the delivery was quick. Now my daughter has had her scooter for her birthday and it is really noisy.... nothing like her friends scooters who also have JD Bug models, purchased elsewhere.”
“Ordered item, item was not despatched until 3 days after order date, was not advised the item would not be dispatched until after the complete bank holiday weekend!!! So received item Friday.
When dispatch date queried was greeted with an attitude by representative answering email.
PLEASE MAKE DELIVERY DELAYS AND SCHEDULES CLEAR-CLARIFY NO DELIVERY DESPATCH UNTIL AFTER BANK HOLIDAY WEEKEND-problem solved.”
“Site allowed item to be paid for and nxt day delivery accepted. Then told after out of stock. Then told a new date, still out of stock. Got item 2 weeks after order
Staff did keep me informed but only after i emailed them. They never let me know. Bored of chasing them”
“I was there when the scooter was delivered to my Grandson. The good sign was that the item was delivered the next day.
Not so good was that the parcel was burst on receipt which may have affected returns..
Instructions for assembly were for a folding scooter which was not purchased. Therefore no assembly instructions for the chosen scooter was included.
Free gift worth £20.00 - misleading. Value very questionable: had to phone up to verify what the supposed free gift was!!
Footbed looked like it had been used?
Bit disappointing.”
“I didn't receive the order I made, I ordered and paid a lot of money and it didn't arrive. I had to send an email and was told that the item I had ordered and paid for was not in stock and I had to except alternative.
I still don't understand what happened to my order, and I don't understand how I,d paid and was emailed saying my order had despatched. I am not happy about this.”
“I ordered a pair of skates and chose to pick them up from a local shop using Collect+. After receiving the delivery notification email, I headed to the store to pick them up only to be told by the shop assistant that they weren't there.
So I called skates.co.uk and explained the problem and was met with, 'Well, that just means they haven't been delivered yet.' Turns out the skates had been sent back to the depot, but she couldn't give me a reason why.
I arranged a new delivery pick-up location (this was after I had to hang up and call back again so I could Google a new Collect+ location because the operator said that their system was unable to do this for me). She explained that I would get a new set of notification emails for this amended order.
A few days later, I received an email saying my skates had been delivered to the original pick-up location, not the new one. So I called the original location and the clerk said my package was there. Hooray!
Only now I'm still receiving emails from the first time around reminding me to pick up my package. Would probably think twice before ordering from them again.”
“I had a query regarding the delivery address, had to leave 2 answer messages and no-one ever bothered to phone me back. Delivery was considerably delayed, and the skates only just arrived in time. Not impressed”
“Cons:
-> The order arrived delayed without giving a reason.
-> The package was very overstressed (luckily the skates were fine).
-> Sent an email via shop's form - never got any answer.
-> Expensive.
Pros:
-> Fairly easy to navigate.”
