Patricia´s profile

Reviews (1)

Equipyourtrip

Poor customer service

Even though i was advised at the start of this process, i would be reimbursed the cost of the Fedex courier, this did not happen. I queried the fairness of this and was advised that options could be explored (i still have the emails advising me of this) I was then requested to send a copy of the postal receipt-which again, was at my expense to have it scanned onto disk-why would this be requested if there was no intention of refunding my money? The whole process was misleading-with me having to constantly chase up a response, i was not even advised when the item was eventually received. I was also advised it would have been better for me to keep the incorrect item...where is the logic in that? I would also appreciate if you refrain from publishing my surname on a public domain.

21 March 2011

Reply from Equipyourtrip

Hello Patricia Manski,

We apologise for the arrival of the wrong rucksack and for any inconvenience that was caused: but this was corrected by sending the correct model the same day of your original correspondence you sent to us via e-mail stating the issue (5th January) via FedEx Priority Service to Australia, which you received within a couple of days of the dispatch to your home!

We appreciate that you were trying to be pro active with returning the rucksack, but unfortunately you made this action before consulting any EYT team members whom would of advised you of the following shipping & returns policy which clearly states ‘If you have wrongly received a sent item, please contact us and we will arrange collection for the most convenient time and date’, this is done to minimise disruption for the customer and to eliminate any extra costs for you. We feel in your hast to act without seeking any guidance from Equip Your Trip resulted in you receiving poor advice and unexplained charges from the Australian postal service of $106. You were told from the initial correspondence we would only reimburse the cost Equip Your Trip would incur from our FedEx contract to send back to the UK.

Patricia´s profile

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Patricia
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United Kingdom

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