Bad Customer Service

[dixons53]

A few weeks ago I bought a Penn 525 MAG extra from a tackle shop at Yarm lane in Stockton, I think you all know who I am talking about. The first time I used it was 3-4 weeks after I bought it, only to find that when casting the spool sounded rough and unbalanced, I knew there was a problem as I have had 5 of these reels over the years I have fished. I phoned the shop and explained the problem, and was told that I would have to send it to Mick Simmons (Penn servicing). I do not agree with this as it was a brand new reel. I was refused a refund. after numerous phone calls to the shop, I agreed for it to be sent away for servicing, I was told I would have it back within one week. I phoned Mick Simmons to find out about the problem and he had not received it by the end of the first week from the tackle shop. I received the reel back 3 weeks later only to find the problem was still there, I then phoned Mick Simmons and he said that the reel was meant to be replaced/refunded by the shop. I phoned the shop again and they said that it had been repaired, they were unaware that I had already spoke to Mick Simmons, so they were obviously lying about it being repaired!!! when I told them that I had already spoke to Mick there was a long pause of silence on the phone, the shop then put me on hold while they rang Mick Simmons, I was told all they would do is to send it back again to Mick simmons. I said that I was not prepared to have the reel sent off again. the shop then said that they will only refund the reel for a credit note for tackle from their shop, which I did not accept as, I needed the money to buy another reel over the internet as they are a discontinued model, but i had found one elsewhere for sale. I spoke to consumer advice, they told me that i had a right for a full refund, I told the shop and they still refused..
I WILL NOW BE TACKING THIS MATTER FURTHER WITH CONSUMER ADVICE
i HAVE SPENT A LOT OF MY HARD EARNED CASH IN THIS SHOP, AND WILL NOT BE DOING IT AGAIN HERE!!!
PLEASE DO NOT MAKE THE MISTAKE I DID.

MANY THANKS TO MICK SIMMONS AS HE HAS BEEN VERY HELPFUL IN THE MATTER AND IS PREPARED TO SEND ME PARTS TO TRY MYSELF

 

[Warwick_Hunt]

Excellent report dixons53
I hope enough people take note of this kind of thing going on and shop elsewhere.
It's service like this that drives customers away from their local suppliers.
Boycott the bad ones and support your good local shops.

 

[dizzydaz]

ive had problems there too not only customer service also very comfrontational too and can be intimidating at thimes ive never been back there since went once never again

 

[mallconpak]

Well done for sticking up for your rights!

 

[canman]

Sounds like a rum deal, but whatever you do, do not try to repair the reel yourself, as this will invalidate the warranty on it. Just go through the channels you have suggested. Every one El's should give this shop a wide berth. Good luck mate.

 

[white water]

i dont like the sound of that service glad i dont go there

 

[g.ordon]

Can't get my head around why a biggish retailer like that would want to tarnish their image, surely they must realise how quickly their reputation will get around with sites like this and others. Sounds like a case of self destruction to me.

 

[rossi46]

bad customer service

bad customer service

the law is on your side so cant even see how they can be refusing you a replacement/refund even before sending it away as it was faulty out the box so get the citizen advice people onto them.

 

[fish fingers]

i would of got my money one way or another hate shops like that

 

[border reiver]

I hope they get their spotty arse's kicked.

 

[mick dunn]

Wonder if any spotty dogs go by.
Sh-t service.

Mick from Penn is spot on bloke have dealt with him a couple of times.

 

[treeboa]

reading this has just put me off going there, was only going to spend around 50 quid but its 50 they wont be putting through the till

many thanks for the heads up

 

[codcatcher3000]

i must say in all honesty . when i was at the shop the last time he was very persuasive in a nice way since he did not have my stock that i ordered.i got a few things from them before i sincerely and honestly think its who you deal with in the shop ...it is shocking tho the way they went on re your reel