mgacourt

Hi,

I'd like to warn possible buyers about a couple of very bad experiences I have had with this "shop". Recently I went there to buy a Berghaus expedition rucksack. I bought the bag and after a couple of steps in the direction of the exit door I realised that I should have bought the largest size bag since Berghaus make 2 different size of this bag. Also why did not advise me I was buying the smaller size when they clearly saw how big I am?? The store refused to give me a refund because their policy is to give a voucher instead. I then went home with the voucher but made sure they understood I needed the bag within the next 6 weeks as I was going on holiday and needed the bag before then. I got an email message later from them saying the delivery date for the bag would 2 days before my departure. Seeing as this would mean my whole trip might be jeopardised despite the long notice I gave them of nearly 6 weeks, I asked for a refund and they categorically refused. I finally got the bag not without a lot of emailing back and forth and stress about 3 weeks later.

Another bad experience happened to me this week that shows their level of contempt for customers and their abysmal grasp of customer service. I approached Asolo (now part of Alpine Lowe) to get hold of some high altitude boots for a trip I'm doing in Nepal in April. Being 6ft6, they wanted me to get my feet measured professionally by one of their dealers and asked if I could pop into that same shop to have this done. The lady at Alpine Lowe sent the shop an email advising them about this matter and asking them if they would kindly do this and then send or phone her the measurements. I was a regular customer of this shop despite the 1st incident and I naively thought this would not be a problem. The employees of the shop were helpful enough and measured my feet. But, then, the shop's "boss" came out and put on an act saying he did not understand what was asked of him either by the Alpine Lowe lady or myself despite clear explanations that were given to him. He eventually suggested I went to the UK and had the measurements done by the lady herself. Very helpful.

It is now clear to me, this rather small provincial shop has never dealt with any expedition before and completely fails to understand how a lot of what expeditions are about are meeting some tailor-made requirements and dealing with gear manufacturers direct.

I hope these two incidents will make people think twice about spending their hard-earned cash in that shop.

Thanks,

Mike.

-im-jersey-eh-

The boss was very helpful to me a few years ago when I asked him to get portable gas cookers and fuel in, but dident find staff that good last time i was in there,
they have a hell of a rent to find every month so I do appreciate them staying open to serve us..

nickpitman

Good Day,

Let me introduce myself..I am the owner of Trek Plus in Jersey and I have been directed to this forum by someone who thought I should have right of reply to Mr Garvin's comments.

There are three main points apart from Mr Garvin having to be very careful upon what unsubstantiated comments he makes publicly as I am sure he is aware of the libel laws.

In response to the Berghaus rucksack, to which I had some dealings. When he was given a delivery date on the size he required, the 6 week period was not within my control. This was the next available drop to Berghaus from their manufacturer. When we order anything from Berghaus that is 'in stock with Berghaus' we get it always within one week of the order. Your replacement rucksack Mr. Garvin was not even in the UK when we tried to get it for you. The date given was the one we were furnished by Berghaus.

Secondly. no person in this store would ever, and I mean ever, state to you that Doctor Martens were suitable for trekking of any description. I should know, Iwore DM's as a police officer for 12 years and they are awful footwear. If they were considered suitable for hiking do you not think we would stock them? Thought not!

Thirdly, re the Asolo situation. You say that the "boss" came down putting on an act. Well that would have been some act, as I was not even in the island at the time and the last time I looked I was The Boss. I was away at a trade show. I was informed of your visit on my return. Nice one. Asolo do not come under Lowe alpine as you suggest. Lowe Alpine are the UK distributers for the brand.

My manager tells me this: Mr. Garvin came into the store and simply asked that we confirm his foot measurement so that he could pass this information on to Asolo to whom he had made enquiries about expedition boots. No other information was forthcoming from the customer. Emails to us from Asolo were that the customer was going to come to us for advice but he insisted that all he wanted was that a foot measurement be taken and confirmed to Asolo.

A shop assistant measured his foot length at 12.5 which would normally require a sz 13 and gave this information to the customer. He said that he required NO OTHER INFORMATION. He gave the impression that Asolo were going to deal with him direct (Asolo tell me that they do not as a rule deal direct with the customer). He was also informed that we couldn't measure for a custom-made boot. Even though we had done what was asked of us, he said before leaving that we had been very unhelpful and that he would never shop here again. He seemed very confused about what he was wanting which was the impression that he also gave to the rep. at Asolo, she has since confirmed.

Oh and by the way, Mr Garvin, you make an assertion that none of us here would understand requirements for expeditions as we obviously know nothing about them. We have been taking part in and kitting out all manner of expeditions for 23 years, anything from a simple Duke of Edinburgh hike up to Arctic, Antarctic and Everest expeditions. Cheap shot and wrong call.

Mr Garvin has pasted these comments on Outdoors Gear, Equipment, News, Reviews, Forums, Walking Routes and More at OutdoorsMagic.com a site dedicated to outdoor enthusiasts and has been met with the majority of posters disagreeing with him. Finally Mr. Garvin, I would remind you and indeed this forum of the laws of libel and warn you that if you do not desist in making these wild allegations I will be forced to instruct my lawyer to contact you.
Trekplus outdoors shop, Jersey, GB - OUTDOORSmagic Forum Messages shows the forum and replies that Mr Garvin received when posting this.