Garmin GPS Alderney Marine

OK, I ordered a gps + chart bundle from a company which had advertised on the forum (the company had contributed to a post about handheld gps and mentioned that they were doing a special offer).

Order was placed, money taken from my account, receipt e-mailed to me, delivery of 2-3 days advised.
But goods never arrived.
Explanation given was that goods had been delayed in transit and once they were sent back to the company they would then be forwarded to me.
Several e-mails later (all instigated by me) still no goods.
Then an e-mail from the company advising that they had now run out of stock and could only offer me a refund.
This is now 2 months after accepting my order/money!

I asked for an equal and alternative product in lieu of the refund.
I was offered an alternative gps which I believe was cheaper than the one I had originally ordered, and they wanted me to pay for the chart (albeit they advised that they were giving me the chart at cost).
I rejected this on the basis that it was not an equal offer and also I was reluctant to pay more money for goods that I had no confidence would arrive.

My refund was apparently processed on Sun. although it has not yet been credited to my account.

I appreciate that this may be a small company and they were probably only able to offer the deal because of discounts from their supplier/manufacturer and therefore to give me an equal product may be quite expensive for them.
However, this is surely the business risk they took and not a risk they can subsequently pass on to their customers?

I have been dealing via e-mail with a representative of the company and they have been polite and helpful in trying to resolve the situation (albeit they don't instigate any communications, only respond to my e-mails as and when I send them).

I am particulary irked by the fact they claim a lack of stock as the reason they can not fulfil my order.
They had sufficient stock when they accepted my order/money and I presume they sold to other people in the intervening 2 month period - are they not therefore obliged to fulfil my order (even if it means an alternative product at their expense)?

Also, the original delivery which was delayed in transit must still be in existence somewhere - I would have thought this could be retrieved and re-posted.

I know from the original post where the company advertised that others placed orders - it would be interesting to know if anyone has actually received their goods?

This may be a situation where the company have genuinely failed through no fault of their own - simple communication from them could have informed me if that is the case - or is it just another typical example of the unsatisfactory experience of purchasing anything marine related?

I feel that if a company is going to use the forum to advertise then it is reasonable for their 'customers' to use it as a platform to exchange views - after all feedback is crucial to businesses.

Sorry for the ramble!

Any thoughts?

Gavin
 
I've bought from Malthouse before ... and had no problems so somewhat suprised by your experience. Hopefully he'll take what you said onboard as constructive critisism and use it to improve what is normally (in my experience) a good service at a good price ...

As for not being able to fulfil the order due to lack of stock - if the original item they sent went missing (not that unusual with carriers) and they'd sold all the rest of the units then it is quite feasible that they are no longer in stock of said item.
 
fireball said:
I've bought from Malthouse before ... and had no problems so somewhat suprised by your experience. Hopefully he'll take what you said onboard as constructive critisism and use it to improve what is normally (in my experience) a good service at a good price ...

As for not being able to fulfil the order due to lack of stock - if the original item they sent went missing (not that unusual with carriers) and they'd sold all the rest of the units then it is quite feasible that they are no longer in stock of said item.
Click to expand...

The originals are apparently being held by Customs - so presumably Alderney Marine should be able to retrieve them quite readily?

Gavin
 
I don't know ... !! Depends which Customs I guess ... and if there's any white powder or tablets in the packaging...

















nb: I'm not suggesting MH is into drug dealing ... I post in jest!
 
Last edited:
gavin400 said:
OK, I ordered a gps + chart bundle from a company which had advertised on the forum (the company had contributed to a post about handheld gps and mentioned that they were doing a special offer).

Order was placed, money taken from my account, receipt e-mailed to me, delivery of 2-3 days advised.
But goods never arrived.
Explanation given was that goods had been delayed in transit and once they were sent back to the company they would then be forwarded to me.
Several e-mails later (all instigated by me) still no goods.
Then an e-mail from the company advising that they had now run out of stock and could only offer me a refund.
This is now 2 months after accepting my order/money!

I asked for an equal and alternative product in lieu of the refund.
I was offered an alternative gps which I believe was cheaper than the one I had originally ordered, and they wanted me to pay for the chart (albeit they advised that they were giving me the chart at cost).
I rejected this on the basis that it was not an equal offer and also I was reluctant to pay more money for goods that I had no confidence would arrive.

My refund was apparently processed on Sun. although it has not yet been credited to my account.

I appreciate that this may be a small company and they were probably only able to offer the deal because of discounts from their supplier/manufacturer and therefore to give me an equal product may be quite expensive for them.
However, this is surely the business risk they took and not a risk they can subsequently pass on to their customers?

I have been dealing via e-mail with a representative of the company and they have been polite and helpful in trying to resolve the situation (albeit they don't instigate any communications, only respond to my e-mails as and when I send them).

I am particulary irked by the fact they claim a lack of stock as the reason they can not fulfil my order.
They had sufficient stock when they accepted my order/money and I presume they sold to other people in the intervening 2 month period - are they not therefore obliged to fulfil my order (even if it means an alternative product at their expense)?

Also, the original delivery which was delayed in transit must still be in existence somewhere - I would have thought this could be retrieved and re-posted.

I know from the original post where the company advertised that others placed orders - it would be interesting to know if anyone has actually received their goods?

This may be a situation where the company have genuinely failed through no fault of their own - simple communication from them could have informed me if that is the case - or is it just another typical example of the unsatisfactory experience of purchasing anything marine related?

I feel that if a company is going to use the forum to advertise then it is reasonable for their 'customers' to use it as a platform to exchange views - after all feedback is crucial to businesses.

Sorry for the ramble!

Any thoughts?

Gavin
Click to expand...

I sympathise, tend to agree, it erks somewhat at how quick these companies will debit your card and then delay on a refund.

Reading this thread surprises me somewhat as the guy in question seems quite well though of on here, I am just amazed that he did not have the brains and courtesy to pick up the phone and talk to you directly to avert this unwelcome publicity, I am afraid hiding behind e-mail for customer services does not inspire confidence.

Hope you get it sorted forthwith
 
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