I placed an order for some Magnum boots, then spent weeks and weeks chasing them, first i was told that there had been a small delay and that they would be in the post next day.Never ever heard from the company again.Must have written 10-20 emails, then phoned over and over again, always to an answer machine. I still have no idea if i was charged or not as i was in the misddle of clearing out old credit cards etc. this company stinks to high heaven.DO NOT DEAL WITH THEM you will get nothing but heartache and bother.If I could leave 0 stars I would.
Rang twice to find out where it was, both times got answerphone said they would call back - didn't. Sent two emails, neither responded to. Finally when I got through was told had been dispatched yesterday - that was last Wednesday, now 6 days later got through after three attempts and told had been sent by Royal Mail recorded delivery, she would check with them and phone me right back - that was 7 hours ago. Still no idea whether R&R have sent anything, and lost faith in them - the delivery may or may not be their fault, the lack of response to phone calls or email totally is.
Seemed like a good company, but i got very disappointed!
Ordered a Deuter backpack and some other items all was listed as in stock.
The next day, the money was already withdrawn from my account, so I thought the items was on their way.
A month later nothing had shown up, so i wrote them an email.
About 2! weeks after the email, i got one back explaining that they didn't had the backpack in stock and had been trying to contact me.
My email account is working, my phone is working, they could even had send me a letter in those 1.5 months, but I heard nothing..
Worst company ever, don't deal with them.
Ordered buffalo jacket 29th January, money taken within 48 hrs. Have sent emails which are unanswered and phone messages left which are never returned. Have spoken to [NAME REMOVED] who say that the reason these companies can exist is because people are not complaining. There is absolutely no customer service . Please do not order from this company as recent reviews would show they really do not care as long as they get your money. I didn't realise I was giving them an interest free loan !
I placed an order on January 30th for a Deuter wash bag for my sons camping trip. This company proceded to take my money even though the item was out of stock, despite showing the item in stock on line. The company did not contact me to inform me that the item was out of stock.
I waited for two weeks before contacting them to ask about the whereabouts of my purchase. To be fair and at this point I did receive an e-mail to say that they did not have the product that I wanted in stock but that they had a similar item that they were willing to sell me minus 10%.
Unfortunately I was unable to take this option because the similar item was red with spots. Great for girls, not so good for boys. At this point in time I declined their offer and requested a refund.
On February 22nd I received an e-mail to say that a refund had been processed. My sons camping trip has since been and gone and it is now March 5th and I still have no refund!
I have e-mailed this company many times now to question where my money is.
Sadly I have no option but to ring the consumer council for advice on how to take this company to court regarding my money. I do not think they ever intend to reimburse me.
Please do not deal with this company. They have had my money for 5 weeks, which they should not have taken in the first place. Their business practice is criminal and I do intend to expose their criminality through the courts.
It's been over three months since I ordered from Rock and Recue but I still feel compelled to detail how absolutely awful this company is. It's run by a complete and utter moron who thinks that dispatching an order weeks after the order was placed is perfectly acceptible. The customer service is also completely an utterly non existent. Don't be fooled by a reasonably professional looking website and a customer service number at the top of the site - it doesn't work - you will NEVER get thorugh to anybody! In the end, I had to threaten legal action like many others on here and this wasn't just an empty threat either - I've had success with this process in the past. However, shortly after the threat of legal action my order turned up. I'll never ever use this company again and yet I'm someone who spends a lot of money on outdoor equipment every year. Rock and Rescue, you're missing out on it you bunch of fools!
i ordered a pair of magnum 'safety' boots. when they arrived, they had no safety features at all. their reply was ''they are safety boots. all descriptions are supplied by magnum, not by us'' so i paid over £6 to send them back, they refused to refund postage, even though they are in breech of trading standards law.....3 and a half weeks later and no refund for the boots either! furious!!
If I could give this no stars I would. Ordered my items first week of December for Christmas and on the 19th of Jan I still haven't got anything. Requested a full refund start of January and was told would get it and order would be canceled and now I don't have the item and no sign of the refund either. Avoid this company - waste of money and time.
As i write this review I have been waiting on my order for over 5 weeks!Despite my many calls, messages left and emails I have had no contact from anyone within this company. I find it highly unprofessional they were able able to take my payment just two days after I have placed my order when they clearly don't have my item in stock. This may of been forgivable if someone could of been bothered to respond to my attempts of contact to let me know what is going on. I am actually quite concerned now and feel the only option left for me is to contact trading standards. I notice a previous reviewer has had a very similar problem! This company obviously have little/ no consideration for their customers.
I am having mega problems with this company. a month ago i ordered a jacket from them as they seemed resonably priced etc. the jacket did not say 'out of stock' so i went ahead and paid for it. The payment was taken from my account the day later and i was told that when the order was shipped my tracking ref would show this. Two weeks later it still hadnt changed and when i rang them, i was lucky to get through after about 15 calls, i was told it would be posted that day and there was a problem with Buffalo deliveries. i questioned as to why they took a payment for goods that they didnt have in stock nor labelled 'out of stock'
well the jacket didnt appear nor did my order ref change to despatched.
Today, a full month after i ordered it, i bombarded them with calls and emails, all of which got no reply untill i mentioned trading standards. i then recieved a voice mail stating it would be despatched today!!
Clearly i wasnt gonna fall for that one again so i rang them, less than 30 secs after they rang me and guess what, NO ANSWER!!
i contacted the consumer council and they gave me this advice," if goods prrchased are not delivered within 30 days of payment you can claim compensation for the inconvienience, this would be done through the courts'.
armed with this new information i emailed them and said i would be seeking compensation and also a refund etc etc and lo and behold i get an email stating i will be refunded!!
Isnt it amazing that this company have three phone depts yet every time you call ' all our agents are busy' yet as soon as you threaten legal action they can contact you back??
they are a complete waste of time and i will never use them again and nor will i advise any one else to.
They have a policy of taking your money and THEN they order your goods off the supplier. Hardly a good way to run a business.
A word of advice for others having the same problems, under the consumer protection distance selling regulations 200, if they havnt delivered within 30 days you can claim compensation.
Thankfully they haverefunded and it didnt come to that but if you are having the same problems send them an email quoting this and hopefully they will know that you wont be ripped off lightly.
My last bit of advice is STAY WELL AWAY FROM THIS COMPANY. A QUICK GOOGLE SEARCH WILL SHOW MANY MANY COMPLAINTS!
The following is the last of many emails I sent to R&R to which I only received 2 replies. The refund was finally processed today.
Laura / Samantha
I am no longer interested how long this will take, as I have requested a refund. The reason for this is that I am off sick with a cold due to catching a cold from having no jacket for the last few weeks. I have now ordered from another supplier.
Incidentally, I am no business mogul, but can I suggest that the reason you are probably inundated with refund requests is as follows:
You do not reply to emails / calls. Why not?
because you do not fulfil the orders made online. Why not?
because your website software allows customers to order products which are no longer in stock.
Your long standing customer service problems (see web forums) all point to the same problem - lack of communication. A simple tweak of your website software, which is otherwise excellent would solve all of these long standing problems. Having located your business premises on Google Earth, I imagine that you would not physically have enough room to house a large enough customer service department for your current needs.
You may wish to pass this onto your manager for them to consider, as it would make your job a lot easier, but before you do, could you please be a sweetie and give me my money back today without fail.
Took the money then didn't supply the goods. Fobbed me off for a few weeks then took a while to provide the refund. They advised a refund might take upto 30 days!! Not sure they are aware of review sites like this. Please AVOID at all costs. You have been warned!!! No stars but I have to award 1 to 5
I had ordered a bike trailer with R&R and had no concerns, as their website looked excellent (lesson learned!). I waited for a few days for news on the delivery of my trailer, but nothing came. So I rang. Again and again. No-one ever answered and no-one responded to my voicemails. Likewise with email. Until I looked up the company to find that many others had had a similar experience to myself. The answer seemed to be to threaten to contact Companies House or Trading Standards, which I did. Like the other people, I got an email response within 15 minutes of sending, with R&R claiming they had emailed me 3 days ago to say that they were having problems getting the item from the USA. I asked for an immediate refund, which, thankfully, appeared in my account after 7 days. I have since ordered the same item from Tredz, who sourced the trailer from America and it was delivered within one week of the order being placed. I don't know what is going on with R&R, but I know it isn't right!
One month later I have finally received my refund, but not until I mentioned Trading Standards, who, by the way, are extremely helpful!
Rubbish communication, they don't answer the phone, don't reply to answerphone messages, or reply to emails. I really feel that if I hadn't emailed to say I was going to contact Trading Standards, I would still be waiting for my refund. Incidentally, once Trading Standards was mentioned, I received an email within 30 seconds!!!! And a refund within a couple of days.
dean found this review useful
The bag is great and it arrived quickly, I'm 100% satisfied =)
This was the first time I've used Rock & Rescue and I was attracted by their website and great prices on a particular rucksack I was wanting.
I would have given five stars if it hadn't been for a slightly sluggish delivery speed. This delivery took 9 calendar days which although it was within the stated time on the website, seemed to be a long time in this day and age of next day or day after deliveries.
I would certainly use them again though.
i ordered a battery 6 weeks ago. i was charged for the item as soon as the order was placed. since the order confirmation email i have had nothing, no item delivered, no phone calls answered, and no e mails replied to. i find this annoying since i am down £100 and am starting to come to terms with the fact that i will probably never see my money again.
what i find strange is that R&R has a shop which is open for custom (to my knowledge anyway) yet they are unable to answer phone calls or emails regarding well overdue deliveries.
if you are struggling to get your money back like so many of us on here then i strongly recommend 'small claims online'
I'm glad I bought from ROCK AND RESCUE and would recommend it to all my mountaineering friends.Saw the product out in Chamonix recently and glad I waited until I arrived back in the UK before purchasing it.
Found my desired backpack at a very good price and ordered online easily and swiftly but then heard nothing after the initial confirmation email. When I tried to contact them I could not get through to anyone so I emailed them asking about the order and delivery. A response never came. The backpack arrived 3 days later. I didn't recive a dispatch notification so I was unaware that my product was actually on its way. If it hadnt been for bad communication they would have received a 5th star.
Best price for what I was after and order was processed quickly. I did not recive a dispatch notification so I was unaware that my product was actually on its way. When I tried to contact them I could not get through to anyone so was asked to leave a leave a meassge requesting a call back. A call back never came, however the product arrived 2 days later anyway. Transaction took less than a week from start to finish so if they had simply maintained clear lines of communication they would have earned the additional 2 stars.
Great product, which was delivered quickly, would have been great to have received an email advising me it had been dispatched. Company has the worst telephone answering service known to man, you will never get hold of them on the phone as they never answer and a message kicks in saying please leave a message and someone will call you back, which I hated.
I was really impressed with the website and then the product and its pricing was great. The brand I went for is well known, so that was one of the reasons I chose this particular cycling backpack but the price was far cheaper than any of the other websites that I checked out. I would definitly look at rock and rescue for any future purchases of that nature.
I am doing a charity cycle an swim ( across the Corryvreckan whirlpool) in August and needed a bike trailer to carry all my gear...wet suit ,tent etc.) I wanted a burley nomad and Rock + Rescue came up with the best cost by £30 odd pounds. I read reviews and the company have a real mixture but I decided to risk it and 8 working days (and 4 non working days including a bank holiday in England)after my order the trailer arrived.
R+R were clear that they did not send out goods until payment had been cleared. They were also clear about delivery times and kept me informed along the way. However I do think that they could use Pay Pal which would eliminate the delay so not at the moment a company to use if you want something in a hurry but otherwise they represent for me value for money.
Couldn't really fault the service from Rock & Rescue. Items were delivered in good timing, however they were shipped according to email very early in the morning - this led me to believe it would arrive the next day but it wasn't until the day after did they arrive. This was within the promised times.
Shame the good's I ordered weren't great quality or value for the money, something Rock & Rescue have no bearing over as were priced around the same elsewhere.
Identified the product I wanted and searched the web for the best deal, which led me to R&R.
A seamless ordering process was followed in a couple of days by delivery of the product (as described) through my letter box negating any requirement to collect from a remote carrier's depot or P.O. sorting office as with many online deliveries of lesser value.
Great service; no issues.
To reply as a company, please log in to your business account.