Simon´s profile

Reviews (2)

Great service but stock issues

Service is always very prompt and professional. Prices are great. Often have issues once order is placed being advised item not in stock. I think it would be helpful for them to change the website to advise pre order whether item is actually available or not. It appears as though they advertise many items that they don't actually have. They also incorrectly billed my credit card with the wrong amount and then billed my card a few days later with an additional amount, I don't have an issue with this purse but they should have advised of this as it took me some time to work out why they had again charged my card. Having said all that would still recommend due to service and prices.


Great prices, service not so much... (5 Star prices, 2 Star service)

I've been shopping at Scubastore for around 4 years prices are some of the best in the world no question.

But unfortunately they let themselves down with service. I've only had one order go through without issue. Even when items are in stock it usually takes anything up to 2 weeks to receive the goods.

Communication is almost non existent more often than not any emails enquiring to the status of my order are ignored and I then end up making an international call to them directly, which to their credit always speeds things along, but I shouldn't need to have to make the call in the first place.

I always get the confirmation of order email, they always debit my card straightaway but then things seem to slow, down and/or stop and I need to chase them up.

This is very frustrating especially when I'm paying DHL fees and need the items quickly. The last 2 orders I made I didn't even get any emails with shipping/Tracking information.

Having said all that I now accept that this is the price of doing business with Scubastore. I can only imagine that the shear volume of sales they make on a daily basis is huge and can only assume this is what slows things down. If that is the case they need to employ more staff.

If you want great prices, don't need your items in a hurry and don't mind chasing them up re your order then go for it. If you're rich and/or need it in a hurry go else where.

It is without a doubt the awesome prices that keep me coming back, I've now accepted the nature of the beast, I place my order accept that it will probably take anything up to two weeks to arrive, accept that my emails will in all likelihood go unanswered and accept that I may need to make an International phone call to them.

Interestingly the last review I posted was pulled, I wonder if this too will disappear.

31 July 2012

Reply from Tradeinn

Hi Simon,
I am Virginie from Tradeinn.
First of all, thank you for your comment. We are going to take your recommendations into account.
If you had given me an order number I could have seen what happened with your order. But I can answer some of your concerns though.
First of all, we cannot wait more than 3 days to debit your card because we have to be sure that our customers can pay us before sending the goods (because of all the frauds that happen on the Internet). The terms and conditions of payments are clearly written on our website. Also, we refund our customers as soon as we can when they ask for a cancellation
As for the tracking number you never received, it is probably a failure in our automatic mailing system because we usually send it as soon as the shipping company provide us with the data. We do apologize for this.
Besides, we have a bunch of international people in our customer service, here, who are willing to help or answer your questions by mail or by phone. We also provide a local phone number for each country we ship to so that our customers don't need to pay for an international phone call.
Finally, we cannot remove the comments on Trustpilot, there is no room for censure here.
I hope you understand that we are a growing company and we still have to improve but we do our best to provide our customers with a good and fast service because we do care of you.
Best regards,

Simon´s profile

profile image of Simon
United Kingdom