Simply Scuba

Way too much security

I'm happy with the service, and the customer services are fast and helpful however; this was not my first purchase with this site, I had a membership, despite those facts just because I used a non UK credit card (delivery address in UK) their system decided to make the dispatch wait 72 hours to check that its not fraud. Considering the fact that I chose next day delivery and paid extra, that was not a good news. When I called the customer services they explained to me how to skip the waiting part and I did however it already caused a delay and instead of next day I received the product in 4 days (waited on the way during weekend). So they either need to state in the delivery method page that they are making those security checks that takes time, or during payment phase so the customers won't be surprised by the extra waiting time.
Edit: They responded this review by apologising for the inconvenience and informing that they took the review under consideration and they will add information about the necessary security checks and possible dispatch delays because of it. Good. That means they care about the customers an proves one more time that their aim is to keep the customers happy :)) If I haven't already given 5 stars, now I would again :)

15 January 2013

Reply from Simply Scuba

We are sorry for the inconvenience caused by these necessary security checks but unfortunately these checks are required due to the vast amount of on line fraudulent transactions which occur if procedures for thorough checks are not put in place. The customer's delivery address location had changed from the previous transaction and we were required to check this out to ensure that the credit card used had not been compromised in any way, especially as it was on our quickest delivery method. We have taken on board the customer's comments regarding making it clearer on our sites that on occasions these security checks need to take place.