Jenny O.

Customer Service.
On a day to day basis of ordering and returning there is no issue with this service. However the customer service is shocking. If the enquiry is outside their remit of replying via email with a standard template they tell you they have to escalate the query to a Manager. Once it gets to this point you never hear back again. If you reply to the "standard template" email you also do then do not get another reply it's goes no further and if you start a brand new email it's exactly the same pattern all over again.
If you try to talk somebody you will pay 13p per minute and then go through to a call centre in Cape Town, I did this on Monday I was kept on the phone for over an hour and the outcome is the same as the email, apart from in the occasion the operator Wayde did openly lie and tell me my bike order was in transit and on it way to me and the driver will call me two hours before he arrives, the truth is the bike was not even in stock( after a constant change in the promise delivery date) yet alone in transit, Wayde did tell me the name of the courier company to make it more convincing " direct delivery's". Then he cancelled the order in error and told me I will need to wait another 10 days. Then I get an email the next day advising me the supplier has cancelled the order. Incidentally the bike has been removed from the website. I was promised a goodwill credit towards another model bike by Tony in the Cape Town call centre but it will come as no surprise that this has not been raised A £350 order is nothing to a company this size but customer satisfaction and common decency is also nothing to them.

It is against their company policy to give a personalised email address for any management and there is no formal complaints procedure that they adhere to. The group CEO Stephen Johnson does not have any contact information available.
The more you challenge an outcome the more they ignore you. They are part of the N B Brown group which is a massive organisation, but they also don't respond to emails so It must be a group policy. Really disappointing and upsetting but this is clearly the vision of the Board and The Share holders.