I ordered some shorts on 24th May 2011 which arrived a few days later. However, they were the wrong shorts (not what I ordered) so having called them up and been told to return them for a replacement, they were returned on 28th May.
A week goes by, and no replacement shorts are delivered, so I email them on the 6th June asking where my replacement shorts were. In the email I am told "Your replacement shorts will be with you in the next few days.". Great, so I wait .. and wait ... on 12th, I email again asking for a tracking number, but I get no reply.
On the 15th June I call and actually speak to the MD, who seems like a very nice man, who apologised for the delay in the delivery, and that they would DEFINITELY be with me within 48 hours, by Saturday. Saturday comes and still no delivery- I call them on Saturday afternoon but there was no-one in Customer Services to speak to, so a message was left for them to call me on Monday.
Monday arrives, and I do indeed get a phone call, and again I get lots of apologies, but even though I had been assured by the Managing Director that they would be with my on the previous Saturday, they admitted they were still in the packing department.
At this point, I decided enough was enough and asked for a refund. I simply could not trust them to send me the item. The refund at least did go through smoothly.
My problem with FatBirds (apart from the fact they made a mistake with the original order and failed to send me the replacement at all) is that I was told things in E-mails which were not true. Assurances were made over the phone which were not kept. I simply cannot recommend this company to anyone because they had so many opportunities to make things right but failed.
Having said that, when I did speak to them, they were courteous and apologetic and I did eventually get a refund so I cannot give them a very low rating, but beware, if you have problems with your original order, expect a long wait to get it sorted.
Requested something as simple as some spare envelopes from their customer services. 4 e-mails, 2 apologies, 4 assurances that they will be sent immediately, and 9 weeks later and I am still waiting. Not only that but their web site is buggy (I cannot redeem a free rental) and there are many films that are just not available from them, but yet are available from , say, Blockbusters. Utterly useless company. Oh and the discs they send out are often filthy.
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