“Complete mess of delivery,entered everything correctly, including a different delivery address,item sent to home address and left on door step by Courier,and yet when we phoned were told that order was 'collect in shop'. Thus not charged for delivery even though it came up when ordering,even a little extra as Scottish Highlands.Luckily a neighbour managed to get the parcel, but we did need it here not at home.”
Posted 2 years ago
Thank you for your review and we are very sorry to read of this error, for which we unreservedly apologise. We have identified the technical issue with the collect-in-store function, which didn't help the situation, and this has now been resolved on the website. We usually pride ourselves on our fast & efficient delivery service, and so we are sorry that your order didn't go as smoothly as we would have all expected.
“We were very impressed with the speed of delivery (about 12 hours). However, the dinghy arrived in a very battered cardboard box. Inside, the nylon bag that contains the boat was covered in mould. The dinghy itself was not properly packed into the nylon bag and was bulging out with the zip not closed. It was if someone had got it out and tried to get it back in. It must have been hanging around somewhere damp for a long time to go so mouldy. All this could have been rectified had Pirates Cave dealt with this issue. They did not deal with it. Despite phoning and emails, they continued to blame their supplier and say that it was not their fault. Reluctantly they said they would 'try' to find a replacement bag. I thought they should just have replaced the whole thing.”
Posted 4 years ago
Hello, we are very sorry to hear of your experience.
As you know, we have raised these issues with the supplier. You will have noticed upon delivery the box was completely sealed and had not been opened by us prior to shipping. All of our stock is stored within our 5,000 sq ft retail space which is absolutely dry, so either this dampness has occurred prior to arriving to us or during transport to you. Regardless, we are of course extremely sorry that this has happened. As offered, we were obtaining you another bag for the dinghy, however, you confirmed that you no longer required another bag as the mark on the bag had wiped off. We are of course very happy to still replace the bag and will continue to further your complaint with the supplier - we certainly do not want this to occur again in the future.