Ellis Brigham Mountain Sports

It was a worrying experience which could have had possible repercussions.

I had no difficulty with the Ellis Brigham website; I booked two items on 31st December in the New Year Flash Sale. I was particularly pleased to be able to buy one item, which has been discontinued, in exactly the size and colour I wanted. However, despite being told I would be sent an email when it was due to be delivered, no such email arrived, despite checking several times a day. I then rang EB Mail Order on 11th January only to be told that the items had not only been delivered several days before but had been signed for by someone I had never heard of!!!! Naturally, though the man at EB said he would have to get in touch with the delivery company (not Royal Mail), I spent a worried day thinking I had lost my items. Then, in the evening, the gentleman who signed for the item, at a house along the road, came to give it to us - he had been working a lot and hadn't been able to do so before.
My criticism of EB is two-fold: they did NOT send me an email as promised regarding delivery, And, if the delivery is going to be made to a completely different address, surely the company should have dropped a postcard through our letterbox with the details of where the delivery was made. It is, surely, a risky business delivering like they did!! What if the man concerned hadn't been honest??
I am not too happy with Ellis Brigham's Mail Order at the moment, even though I am happy to have my items!!.

18 January 2013

Reply from Ellis Brigham Mountain Sports

Thanks for the feedback and sorry that the delivery service let you down. Our system sends out emails every time and order is dispatched, so apologies again that this didn't come through. Please check your junk folder just in case; if you see the email in there mark as a 'safe sender' to avoid future problems. Regarding the delivery mistake, this is very unusual and I guess we have to put down to driver error, but once again sorry it didn't run smoothly.