I bought a five man tent from Millet online. It failed the first time used with water leaking in, soaking everything inside and cutting our holiday short. After asking customer services what I could do I returned it to my local store. At that point I was told it needed to be sent for inspection to confirm a refund. After a month of waiting I finally found out by calling customer services myself that it had been sent to the manufacturer for inspection but they wouldnt do that becasue it was damp (of course it was because it failed!). Millets refused to do anything to help and simply said I had to pick up the tent and clean and dry it to waste my time even more and not sure how I'm going to do that it is so big. I asked to speak to a manager and was told someone would call me back - they didnt even have the courtesy to do this. Ridiculous situation that Millets were not willing to take any responsibility and do anything for their customer. I will not be buying anything from Millets in future.
I made an order online on the 29th October 2013, for 3 half zip fleeces on a 3 for £20 offer. ALL showed as in stock, so expected them to be delivered within a week. On the 6th November, I called their customer support who said that one of the items I ordered was out of stock. They asked IF I was prepared to wait a while to see if more stock would be coming into their warehouse - I said I would wait a further 7 days. I phoned back a week later, and lo and behold there was now two items out of stock!! Apparently their website takes 24 hours to update stock levels, so they NEVER have an idea what is actually in stock, OR out of stock. They are however prepared to take your money on ordering and offer refunds on a massive scale?. This is WRONG, and I am sick of having to chase orders up from online companies like Millets. IF they do NOT have any stock of an item, then DON'T advertise it for sale on their website. QUITE A SIMPLE ETHIC, and fair. I would class this as very poor customer service, and customers do order in good faith. Its time Millets had some faith in their customers as their shops are closing all over the Country - and I am not surprised, looking at this issue alone!
Paid for a tent 2 weeks ago after a series of incompetence and poor communication still no tent. Purchased in store and store are refusing a refund. Must be in breach of contract, will be contacting trading standards tomorrow.
fantastic, great service both in stores and online too. Didn't have the jacket I was looking for, so looked online and they had one. No issues with them whatsoever, much prefer them to Field & Trek or similar stores. LOVE THEM. Highly recommend!
I bought some serious and quite expensive Goretex walking boots. These were "Peter Storm", Millets own brand. After two years of light use, perhaps six miles a week, the leather split along the join to the soles, on both boots. The holes were two inches long. I had taken reasonable care of the boots and kept them polished.
I took them into Millets and they said there was nothing they could do. I insisted that they pass them back up the line so that their quality control people could assess them. They phoned me back after a month to say that they would not replace or even offer a partial refund.
I also bought a Peter Storm waterproof jacket a while back. Some of the seams have come apart due to poor workmanship.
Avoid this company like the plague! Their customer service for aftersales and returns is a joke. I returned a jacket via Collect + and have just had to contact Millets to find out what's going on with my refund. They said it's due to high returns after Christmas, but I've returned items to Clarks and BHS, and my refunds have shown up in my bank account 2-3 days after the parcel was received. With Millets, they received my returned item 10 days ago and I'm still waiting on a refund. First and last time I will shop with these clowns.
What appalling service.
I spent £166 on shoes in this store today. They were useless at finding shoes. I asked for a size 7-we don't have it. So I go and pick up the shoe on display and say-this is a 7. Where is the other one? Oh I'll go and look-10 minutes-oh yes we do have 7s.
Complete morons.Who do you employ?
Then I pick up a North Face coat. It says on the label £180 reduced to £15. I go to buy it. They refuse to sell it to me. They then accuse ME of changing the label-which THEY wrote. Appalling. Rude. The manager tells me it is her right to withdraw the sale. I expect the £15 to be honoured as it was their problem, It was on sale for £15. Please contact me about this asap.
No wonder you are closing in Windsor!
I double checked the refund policy on a base layer top and it was agreed that I could return the item to a Millets store, so I purchased 2 sizes online. They did not have the base layer top in any of the stores that I checked at. The Manager stated that they do not refund underwear! (He said that they would refund tea shirts!) It was very frustrating. The rest of the staff were sympathetic and agreed that they would feel upset if they had been mal-informed. One of them was a bit shocked at the price I had paid. The manager made various phone calls to head office and other stores in an attempt to find out who had reassured me that they would refund it. it took considerable time for him to eventually agree to refund. I felt very upset. at the time it took.
I can not find anything in the refund policy on the web that states that they do not refund items that they consider to be underwear.
Sorry Millets, I am unlikely to shop at Millets again because I don’t use shops that have refund hassles.
I went into the Dundee branch to buy a Vango Fusion sleeping bag advertised in the shop at £32.49 less 20% as it was in the sale.
At the till they tried to charge me £46.
The manager refused to honour his price ticket and Customer Service were no help either, all they kept saying was "This does not break any regulations of trading standards, and the store are within their right to restrict the sale"
At the same time the company WWW was offering the bag at £32.49, so I can't think where the £46 came from.
The advice I give is not to expect too much in the way of customer care and watch carefully what the final price is.
I like this company and buy from them regularly.
They do a good range of good quality products and I normally find the staff instore knowledgeable and willing to give impartial advice on the 'best' products etc.
I have also had to return footware to them (Hi-Tec which had split and broken horribly, not their own brand) months outside of their normal returns policy and they took them back, without a receipt, and gave mea full refund and then a discount on the new boots I bought, can't say fairer than that! thanks!
I visited BOTH Millets stores in Brighton desperately trying to get some last minute camping supplies. Whilst visiting one store the staff moved at the speed of snails, did nothing to help and seemed completely disinterested in helping anyone (and it was OBVIOUS that several people needed help). One member of staff even took 'the mickey' out of my friend TWICE and then complained loudly on the till about how he was slow at using the till (there was a large queue at this point).
I also visited the other smaller Millets store and was told a delivery of tents was coming one morning, only to go back that morning to be told (like I was a total idiot) that there was no tent delivery. The members of staff in both shops were ridiculous and horrific examples of customer service. I work in retail and I would be appalled to know my staff were behaving like this.
I will definitely not be shopping in Millets ever again.
I would not recommend Millets to anyone. The layout of the shop was terrible I couldn't find what I was looking for. EVERYONE seems to rave about Millets but exactly how many have actually been in to one of their stores? They have deep pockets and are just good at advertising, there are far better stores/online stores out there. I was looking for a wind-up torch but there was very little to choose from and that goes with just about every item they sell.
Poor customer service: they don't seem to know what is going on. My ordered item has not arrived and they seem unsure about what class of post they sent it via, furthermore there's no order tracking. For a £5 delivery charge I would expect better quality service. A different company charged me a £4 delivery charge for a courier service (with order tracking!) and my item arrived the next day. Don't buy from Millets if you want a stress-free experience. Millets don't respond to my emails and customer service staff seem like they are on a different planet. Possibly my item is coming via Royal Mail, fingers crossed but I'm not hopeful.
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