Ricc´s profile

Reviews (1)

Urban Surfer

Utterly Shocking

The item i ordered was showing as being in stock. I chose & paid for the next day delivery option & completed the order.
3 seconds after having completed the order I received an email telling me that the item was in fact on back-order & i would have to wait 3-5 working days for it to be in stock!!!
So, why does their site show items as being in stock, when they're not, but more annoyingly, it lets you chose & pay extra for a next day delivery option!
Well, as if that wasn't already bad enough, a further 8 hours after placing the order, I received another email telling me that the item was NO LONGER AVAILABLE.
Utterly poor service.

25 March 2013

Reply from Urban Surfer

Hi Ricc,

Firstly, we're sorry to hear you're disappointed with us. We take all reviews, good or bad, seriously and use them to improve our business.

However, it does clearly state on the product page that the shoes are available on backorder and usually come into stock within 3-5 working days. I personally confirmed this when you phoned up. As for the next day delivery option, this means that the shoes would be sent out for delivery next day as soon as they arrive. Usually, they'd only be sent out 2nd class.

On this occasion, a technical error meant that the shoes were displayed on our site, despite these not being available to order from Globe. We agree that this shouldn't happen and isn't good enough. We've been working hard to fix this.

We felt that we kept you up to date on the status of your order and once we found out they were unavailable, we issued a full refund right away. We feel we did all we could to help you.

We're very sorry you were disappointed with our services.

Kindest Regards

Ricc´s profile

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United Kingdom