“i received a dirty mat. which looked like it had been used already or second hand. i contacted support but didn't hear back. for hundreds of pounds i had hoped for more !!!!!!!”
“This was my first time ordering from Valley and Peak, as my usual retailers were out of stock of the trekking poles I needed. I was very pleased with the competitive pricing and prompt delivery—both aspects were handled flawlessly.
However, issues with customer service became apparent when one of the poles arrived faulty. Unfortunately, customer support is only accessible via email, which makes resolving urgent issues quite frustrating.
I was informed that despite the item being brand new and faulty upon first use, I would need to pursue a warranty claim directly with the manufacturer. Alternatively, I could return the pole to Valley and Peak, who would then liaise with the manufacturer—potentially a more time-consuming process. In either case, I am now left without a fully functional set of poles for several weeks, and with no guarantee of a resolution.
In contrast, other outdoor retailers I’ve used in the past would have simply replaced the item as part of their commitment to customer satisfaction, particularly for a fault evident from the outset.
Regrettably, this experience has left me disappointed. While I appreciate the efficiency of the initial transaction, the after-sales service has not met my expectations. This is likely to be my only order with Valley and Peak, which is a shame given the otherwise strong start.”
Hi Julian,
I'm pleased we've sorted the issue for you and will be taking your warranty claim with Black Diamond from here for you. The new pairs are on the way to you now! :)
Sorry for the inconvenience this caused you, but we hope you really enjoy using them and will return for a great buying experience at Valley and Peak!
Many thanks,
Will
Hi there.
Thank you for getting in touch and sharing your concerns.
Upon review, we can confirm that only one email was sent requesting a review of your recent purchase. However, we appreciate that this may not have aligned with your preferences and have ensured you will no longer receive such requests.
As a small, family-run independent business, feedback is invaluable to us. Negative ratings, especially when based on misunderstandings, can significantly impact businesses like ours and we hope this experience encourages thoughtfulness when sharing feedback with other independent businesses in the future.
Best regards,
Valley and Peak
