I ordered some goods from Field and Trek, great price, the order was delivered very promptly but did not contain all of my items. I have now tried to contact them numerous times via their web site and by letter and never received a response.
I eventually found a phone number on their Amazon seller profile, they don't have one on their own web site. When I called them they sent me a form to fill in and said they would investigate. They said this may take a while because they need to get information from the courier. I explained that this was not necessary as the parcel was completely intact and sealed, nothing went missing in transit, the goods were clearly never in the parcel in the first place.
I returned the form immediately and now over two weeks later have not received any response or even an acknowledgement of the form despite following up with several e mails. They also required me to sign the form and scan it or print it out and sign it and post it which was very inconvenient as I don't have a scanner. This is ridiculous for an online service.
It is now over a month since my original order and I have yet to receive the goods or any response whatsoever from Field and Trek. So beware, the prices are great and the delivery was prompt, but if there is a problem the customer service to sort it out is virtually non-existent.
A waterproof jacket from Field and Trek arrived with a puncture hole in the neck from a pricetag. I should have quit right there but I waited two weeks while they sorted out a replacement. This one arrived with an even bigger hole in almost the same place. I haven't decide if they are actually criminal or if they are just plain stupid but I suspect it's a bit of both. Amazon are saying they've arranged a refund but I haven't received it yet - a month later.
I orderd a stove, when it arrived it was obviously a customer return or ex display model, the box was damaged and taped up and there were no instructions. After 3 attempts (and nearly 3 weeks) to contact them they eventually responded with a generic you pay to send it back and if we think there is a problem we will refund accordingly. This is not good enough. I had to use the stove as it was purchased for a specific trip. I would NOT recommend Field and Trek and I will certainly not be using them again
I thought Field and Trek had a good reputation so didn't check them out before buying from them - won't do that again.
I ordered a tent which was quickly delivered, but then i realised only half of it had arrived. My problem was contacting them. The website doesn't list any contact number, just an address and their online contact form and email. I sent several messages about the problem and received nothing back, not even an acknowledgement. After about 10 days of zero response I eventually found a telephone number for their customer services (0845 129 9233) on someone else's poor review. I couldn't get through due to "large call volumes" despite numerous attempts. After a fortnight I gave up and returned the half a tent as I couldn't see any prospect of getting it resolved.
And here's the only bit I can say they did well. They refunded my credit card promptly for the purchase after i'd returned it. 3 weeks later they returned a cheque for the cost of return postage that I'd paid.
If they deliver exactly what you want then it's happy days, but if there's any problem good luck to you. I'm not going back, there's better customer service out there.
Field and trek were ok to deal with, even though their customer service is a little lacking online...people want to speak to someone they dont want redirected to FAQ. Their choice of courier is what lets them down. Unless you live near one of their depots you could wait an eternity on your parcel if you get it at all and yodel their courier will try and say they attempted delivery on dates and times when you were clearly at home?? They even say they've put a card through your door when they have not. NI personally wont be buying from anyone who uses Yodel Couriers again, its more hassle than its worth.
HAVE MADE MANY PURCHASES OVER THE LAST FEW MONTHS.
MERRELL WALKING BOOTS.REDUCED FROM £84 TO £21
REGGATA WALKING BOOTSREDUCED FROM£75 TO£14 A KARRIMOR COAT FOR MY WIFE ,SUNGLASSES AND OTHER ITEMS AND ANTICIPATING A HARD WINTER NEXT YEAR KARRIMOR SNOW BOOTS REDUCED FROM £75 TO UNDER A TENNER.AND DELIVERED VERY QUICKLY BY YODEL COURIERS ANOTHER OF MY POSITIVE REVIEWS.
I ALWAYS LOOK EVERY FEW DAYS FOR MORE OF THEIR BARGAINS
agree with other comments, if only I had read them beforeplacing an order.
table arrived broken, have not been able to contact anyone, have sent 3 emails of complaint, but have recived no reply,
This is the worse company I have ever ordered from.
DO NOT ORDER FROM THEM, I ONLY WISH SOMEONE HAD WARNED ME PRIOR TO ORDERING.
I am still trying to get someone to acknowledge my complaint,
I shall take my complaint up with consumer protection.
I had shopped several times at Field and Trek and everything used to be O.K. But the last purchase was a nightmare. I ordered 12 items but I received only 10. The shop charged my credit card for all items of course. When I complained that 2 items were missing (of value more than £100) they replied: ”According to the warehouse the whole order was despatched together“. They replied to my e-mails only after 1 or 2 weeks or not at all. Their customer service is of the unbelievable low quality. Actually I have never had such bad experience when buying at the internet. My strong recommendation is to avoid this shop.
Bought a ME gore tex pro jacket, arrived with a lovely hole in the rear of the neck straight along the sealed seam and directly in line with the run off from the back of the hood. The hole was obviously where one of the "experienced and fully trained staff" had cleverly attached labels or tags to the jacket. If I hadnt noticed this could have had severe consequences when climbing or walking miles from anywhere, especially as the jacket is designed with climbers and alpinists in mind. After contacting and being told it was out of stock, I asked to speak to a manager, 3 days later no reply, emailed- no reply, rang today - no reply. If your planning on any serious outdoor activity, my advice would be stay well away from this so called pro company.
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