Ellis Brigham Mountain Sports

Inefficient, unhelpful and rude.

I ordered a neck warmer only to have a pair of boots turn up. On advising Ellis B of the error, they suggested I go to the post office and return the package. I did point out that it was pre-Xmas and that the average queue time at our PO at this time of year is 30min. They then suggested that I wait in all day for a courier to collect the packet - hardly a customer friendly suggestion. Their next suggestion was that a member of staff from their London shop collect the package on a Saturday morning between 7-8am - again hardly customer friendly. I requested that at least they send my neck warmer - the request was refused and they insisted that the boots must be returned first. I have cancelled my order and will not shop there again.

11 December 2012

Reply from Ellis Brigham Mountain Sports

Thanks for the feedback and sorry again about the mistake we made in sending out the wrong item. Unfortunately if a customer receives the wrong item, we must receive the original item back before we can send out a replacement, this is company policy. We offer a collection service from work or home to facilitate this, and we also offer to refund the original postage charge as a goodwill gesture. In the end I understand one of our shop staff agreed to come and collect the item in person, in their own time? Please let us know what more we could have done, because it's important to us that we constantly improve our service.