Persistence pays off - full marks to Back in Action
Following this post, Back in Action bent over backwards to contact me (and persisted despite me not replying due to personal commitments) they updated their website to make pricing clearer and rang and rang until they got hold of me and had a chat. Full marks to them for caring enough to make sure it was put right and I agreed with changes.
Simple Google search for MBTs - price CLEARLY indicated and as a consumer buying shoes I was not expecting price to be EXCLUSIVE OF VAT no clear indication on site only when I received text asking me if I was VAT exempt did I realise the price was actually + 20% VAT. Complained and recieved patronising response from sales person called Abbey.
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We specialise in reducing significant back problems and we know that many people struggle to buy the products they need.
We therefore enjoy, whenever possible, offering the customers suffering with health issues the chance to buy products without paying VAT.
Therefore almost every product on our website is listed including VAT. But for those products where it is possible for clients to avoid the VAT we list two options on the web page and clients choose which applies to them.
As a result of this customers experience we are making the options more clear on those webpages so that we can continue to offer the lowest prices to the people that can benefit from them.
Sadly we are not yet perfect but we will take this input and use it as a way of getting closer to that goal.
The owner of Backinaction has personally contacted this reviewer and explained what we are doing to improve our website and hopefully this will reassure her that we take matters very seriously.