David Wilson´s profile

Reviews (1)

Urban Surfer

Everything was Very Good, but let down by postal packaging!!!

I bought a Dragon APX Eclipse Ski Goggle Lens buying through Urban Surfer internet site which was straight forward & easy enough with good email communications letting me know that my bought item was being processed through the system!! (Marks10/10)
The problem which let it all down was the the packaging!!! a total let down with no thought to product damage limitation??
I recieved the package within a couple of days of ordering (very impressed). But I was dismayed to find that the Lens product box had not been secured at each end by sellotape/other to stop the lens from coming out of the box or protected by bubble wrap/other to protect it from damage. At sometime the product box had been completely squashed/crushed & that the lens had come out of the box & was loose inside the flimsy plastic postal bag which the items were enclosed??? On inspecting the lens they luckily had a protective film cover on both sides to protect the lens from damage???? Amazingly the lens was undamaged!!! But if they had been damaged you can only imagine the scenario of me contacting Urban Surfer about it & for them to say (well!!! they were ok when they left here!!! Blah,Blah,Blah You must've done it or dropped them etc,etc,etc??????) (Marks 4/10) Get it sorted Urban Surfer

14 March 2013

Reply from Urban Surfer

Hi David,

Thank you for your review.
We do value all reviews, good or bad from our customers as every single one is taken into account in the running of our business.

Though I understand you were generally happy with the service, I'm very sorry to hear that you received your item in this state and sadder to see this review when we have been given no chance at all to rectify the situation or help in any way at all.

Firstly, our products are packed in accordance with the packaging they arrive in from the manufacturers. I.e. if something has no box we will bubble wrap and where a box is present a mail bag is usually sufficient.
Obviously in this instance this has not been the case but this will be looked into with Royal Mail as it is not acceptable for them to be crushing parcels that we send and though this is a very rare occurance this is not the first instance of this happening.
We have tested a box in the office today having read your review and it really does take some force to crush it so there must have been some heavy goods stacked on this relatively small item and it is not good enough on their part.

Usually the box is sufficient and yours is the first complaint of this nature we have had with Dragon goods, though I'm not suggesting, nor do I believe that you have had anything to do with the damage personally.

Finally, I really do wish you would have given us a call in customer services here at Urban Surfer as we could certainly have looked into some sort of resolution for you.
We have a very efficient and pleasant customer service team here who would have been happy to assist you. It seems a shame you have made these assumptions about our team without having spoken to them regarding your problem first.

I'm pleased to hear the lens itself is ok and usable however you are well within your right to return your goods for refund or exchnage should you see fit so please do not hesitate to get in touch if there is any way we can help you.

Kind Regards

David Wilson´s profile

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David Wilson
United Kingdom