Roger M.

I placed an order with Gaynor Sports in Ambleside for a Berghaus jacket. I had originally avoided them despite them being cheapest as their online shop had dire reviews. Further delving assured me that those problems were in the past. As a precaution I called their sales helpline and it was picked up within 2 rings and my enquiry was dealt with courteously and efficiently. The order was placed on Fri 28th May, for next working day dispatch, and despite it being a bank holiday weekend it was received the following Tuesday - exactly as promised. Will definitely use again.

Timetable of events was as follows:-

Weds 19th May - order placed for Berghaus Aura Jacket online - 193.70
Euros, which at the exchange rate on the day was £165.70.

Fri 21st May - advised order shipped.

Weds 26th May - I emailed querying non-delivery. No reply.

Thurs 27th May - emailed again requesting reply.

Fri 28th May - Got reply confirming that the order had been dispatched and would be with me early the following week.

Tues - 1st June - Got email asking me to review the product that I had not received! I emailed to cancel the order within the "7 day cooling off" rule. Received confirmation the same day that there would be a restocking fee. I wrote back to say that this was not permitted under the distance selling legislation and was told that it would be refunded when the coat was received back.

Thurs 24th June - After allowing statutory 28 days for refund, I emailed to ask why I had not received a refund. Received email saying that order had been refunded as the jacket was not in stock. I emailed to ask why I had been told twice that it been dispatched but received no reply.

25th June - Received refund of £154.70. This was £11 less than I had paid, but was down to a fall in the value of the Euro against the £ over the previous 6 weeks. I guess this begs the question as to why MapandCompass had collected from my credit card before they had the goods in stock, but by this stage I was heartily fed up and was just relieved that I had the majority of my money back. During this period I tried phoning them and got through to the store owner - Scott Walker - who told me that they were dispatching stuff overland because of the dust cloud!

I also took advice from my credit card provider, which had liability as the transaction was over £100. They advised me that cancelling the order was a mistake as the refund was now a matter between me me and the provider. They told me that to get their protection I needed to wait 28 days for non delivery and then they would become involved. They advised do not cancel during the 28 day delivery period. As it was, they couldn't get involved for a further 28 days after I had cancelled.

Whilst all this was going on I placed an order with Gaynor Sports in Ambleside. I had originally avoided them despite them being cheapest as their online shop had dire reviews. Further delving assured me that those problems were in the past. As a precaution I called their sales helpline and it was picked up within 2 rings and my enquiry was dealt with courteously and efficiently. The order was placed on Fri 28th May, for next working day dispatch, and despite it being a bank holiday weekend it was received the following Tuesday - exactly as promised.