In 2 Surf Swansea Reviews
I recently purchased an Animal body warmer from In2Surf. Within 6 weeks of purchasing the item it became apparent that the zip was faulty. My attention was brought to the zip by the fact that when trying to take off the body warmer the zip became stuck when material inside the jacket became trapped. The only way to remove the jacket was to force the zip downward whilst holding the material part - this did allow me to remove the jacket. On examining the body warmer the material that had become trapped was torn, the plastic "male" part of the zip however was seen to be coming away from the material part of the zip. This could not be attributed to me forcing the zip to remove the coat as the force was applied in the opposite direction. None of the above I attribute to In2Surf, I believe the product to be faulty. What I do take exception with is the total lack of aftercare exhibited by In2Surf when I tried to explain the problem. I took the garment back to the shop and explained the problem to a young lady. She in turn took the garment upstairs to speak to a manager. On returning she advised me that the manager had looked at the jacket and decided that I had broken it by forcing the zip and that there was nothing that could be done. I asked to speak to the manager in order to explain the above. I was informed that the manager was busy, when I said I would wait I was advised that the manager was not prepared to discuss the matter with me as her decision would not be altered. I tried to explain to the assistant that although I appreciated that she was only carrying out her instructions I felt that she could not help me and I really needed to speak to the manager - again refused and I should take the matter up with Animal direct! In2Surf, I did not buy the bodywarmer off Animal, I bought it off you for £85.00, you were quite happy to take my money, incidentally I could have purchased the same garment from the Animal shop for the same price. The complete contempt your manager showed that day by not having the decency to come and discuss the issue with me shows a complete disregard for any customer retention and good practice. You quite simply do not deserve any customer loyalty, I have two teenage sons, I have bought items regularly over the years from your establishment - obviously no more. I may be one disgruntled customer, yet I notice you are closing the shop but continuing to trade online. To anyone thinking of buying from In2Surf online, please only do so in the knowledge that should anything go faulty with your purchase, if my experience is anything to go by, In2Surf will offer you no assistance whatsoever!
10-01-13
Tags:
poor aftersales service
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