 Poster: A snowHead
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I bought a Trespass Ski Jacket from SporPursuit which after 1 weeks ski and 3 normal days wear has come apart around the pocket exposing the lining. There is no sign of any tearing it just looks like I was never joined properly during manufacture. I know I am within my rights to get a replacement or refund but given it is a few months since I bought it I am wondering how much a fight I have on my hands? Any body had any experience?
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Obviously A snowHead isn't a real person
Obviously A snowHead isn't a real person
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NickyJ, I've never had to send anything back but have been impressed with their customer service for other things so would be hopeful for you. Good luck 
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Well, the person's real but it's just a made up name, see?
Well, the person's real but it's just a made up name, see?
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marmotte16, good to hear. I've sent them an email (couldn't find a phone number) and included a photo, just waiting to hear. The automated response says I should hear back in two days.
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You need to Login to know who's really who.
You need to Login to know who's really who.
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I've sent back a pair of salopettes as they were too small despite me following the measuring/sizing accurately. I was issued a refund no problem, they even checked other returns, at my request, to see if there was a larger size. They've generally been very helpful whenever I've dealt with them outside the normal process.
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Anyway, snowHeads is much more fun if you do.
Anyway, snowHeads is much more fun if you do.
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also had good experience with them inc returns when product didn't fit well, no issues whatsoever.
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You'll need to Register first of course.
You'll need to Register first of course.
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NickyJ, they even gave me a £5 voucher for an order they couldn't honour (fault of supplier) It was a couple of days before I heard from them initially, but once in touch with customer services, it was 'normal' email communications.
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Thanks all - very reassuring. Given the way they work I assume I will only be able to get a refund? In the dregs of the ski gear sales I can get an equivalent jacket for similar prices, but stock is dwindling now so I tempted to order while I can get my size still....
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NickyJ, I'd wait...their FAQ says
How do I return a defective/damaged item?
We're very sorry if you've received a defective or damaged item. If this is the case, however, please get in touch with us at team@sportpursuit.co.uk and we'll let you know how best to proceed and hopefully we'll be able to source a replacement product for you.
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You'll get to see more forums and be part of the best ski club on the net.
You'll get to see more forums and be part of the best ski club on the net.
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Missed that one - will wait then. A replacement is absolutely fine I just assumed that due to them not having any current sales of that gear and this FAQ
Do you offer exchanges?
Unfortunately, due to the nature of our business model, where we receive products to exactly match our customers' orders, we aren't typically able to offer exchanges.
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| NickyJ wrote: |
Missed that one - will wait then. A replacement is absolutely fine I just assumed that due to them not having any current sales of that gear and this FAQ
Do you offer exchanges?
Unfortunately, due to the nature of our business model, where we receive products to exactly match our customers' orders, we aren't typically able to offer exchanges. |
An exchange isn't the same as returning a faulty item. A faulty item will be returned to the manufacturer/distributor and a replacement supplied. An exchange would require a stockholding by SportPursuit which doesn't fit their business model
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snowHeads are a friendly bunch.
snowHeads are a friendly bunch.
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I emailed them as a pair of Icebreaker socks I bought got a hole in them the first time I wore them. I got a refund no problem.
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And love to help out and answer questions and of course, read each other's snow reports.
And love to help out and answer questions and of course, read each other's snow reports.
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They have replied asking for it to be returned while they are waiting for a response from Trespass. The return address is in Farnborough only 5 mins from the site I am visiting with work on Wednesday. I have asked to hand deliver (it will take me less time to do so than packaging it up and getting to a post office!). They did say they would reimburse the postage costs, but I think hand delivering will be easier and cheaper all around.
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Just an update to say I have my replacement jacket. I can't fault there customer service one bit - very happy.
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You know it makes sense.
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NickyJ, that is good news and very quick!
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Otherwise you'll just go on seeing the one name:
Otherwise you'll just go on seeing the one name:
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NickyJ, just noticed this, that was quick !!
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FAQ
