Simply Hike

Fantastic service; little attention to detail.

After a lot of research, we ordered a Vango Spirit 200 from Simply Hike. Was delighted with the price and the next day delivery. Was very happy that I was emailed at every stage to let me know where the delivery was and what time I should expect it. Tent arrived on time, which was great! Pitched it in the living room in the evening to check that it was all in order, however we noticed that the porch floor was missing. Called SImply Hike and spoke to Dawn, who was very accommodating, kind, helpful and efficient. She informed me that although the video on the listing showed a porch floor, the Spirit 200 didn't actually come with a floor, which she agreed, was a little misleading. She rectified this mistake quickly and efficiently, which I felt was truly briliant customer service and agreed to send a footprint/ground sheet. Sadly, the last one had just been sold, so she called back to let me know and refunded some money so I could purchase one from elsewhere. Again, shame about the lack of attention to detail (not neccessarily Dawn's fault), but excellent customer service anyhow, meaning I would happily go back to and order from Simply Hike again.

donderdag 12 april 2012

Antwoord van Simply Hike

We do sincerely apologise for the situation which occurred with this order. We have subsequently arranged to amend the video link for the tent which initially showed that the groundsheet would be included in the purchase but in actual fact doesn't. We had as customer has stated, intended to send a groundsheet out as a courtesy gesture until it was then discovered that whilst the system showed a sheet available, this was an unfortunate stock level error and a sheet was not in stock. Therefore a discount was agreed as customer was in need of using the tent. We are pleased that the customer was happy with the service provided as we always strive to turn around a problem situation with a suitable solution for all concerned if we possibly can.