More Problems With Mailspeed Marine

[Andy McGregor]

I'm sorry this is a bit of a rant!

I've just made my first and last purchase with Mailspeed. I was looking for some new rash vests and was very impressed with their sale prices for some Henri Lloyd tops - I've been a fan of Henri Lloyd for years - not cheap, but top quality and last ages.

I ordered two rash vests and some trousers for me and some shorts for my wife. What I received as a packet containing 4 items of women's sailing gear!

First thing is the combat trousers. These were listed as men's - but the fly does up the other way around. They're very comfy though and I've decided to keep them - even though I feel slightly like a cross dresser when I visit the loo!

The biggest problem is the two rash vests were not the men's medium I ordered. They had size 4 written in them This is a ladies size according to the Henri Lloyd size chart on the Mailspeed marine website. This size fits a size 38-40 bust, not chest. My slim 38" ribcage is still very much bigger than the ribcage of a lady with a 38" or 40" bust!

I contacted Mailspeed yesterday and was told these are unisex tops and the Size 4 are my size. So I tried one on - much too small and a bit of a struggle to get on. Very obviously a woman's top.

Today I contacted Mailspeed Marine to ask for an exchange. I was told, very politely but firmly, that I'd been sent the correct item and that it is my size. They claim they do not have bigger ones in stock so can't do an exchange. They offered me a refund if I return the items. No offer of return postage and no offers of anything to compensate me for my time repackaging the item, driving to the post office and parking nearby.

Here is what they said in their on-line chat "Sir (I told you they were polite) we have sold hundreds of this product and not had a problem as are being sold as unisex.
I'm afraid I can not advise any further as this is the information I have been given".

The message I've received from this is that Mailspeed Marine do not always get their sizing right and do not understand the sizing of Henri Lloyd clothes. I will be shopping elsewhere in future and will give those nice tops to the first lady I see on board who looks like a 38" or 40" bust - I'm hoping she won't be upset by me asking about her bust size as I'll probably be wearing women's trousers

 

[nigelmercier]

First thing is the combat trousers. These were listed as men's - but the fly does up the other way around...

They may be US stock, I've got a HL jacket with the zip on the wrong side, it drives me mad!

 

[GrahamM376]

They may be US stock, I've got a HL jacket with the zip on the wrong side, it drives me mad!

Maybe it's not just their guns which point the wrong way?

 

[VicS]

They may be US stock, I've got a HL jacket with the zip on the wrong side, it drives me mad!

I have jackets made in the US ... not boaty related ... that have the zips the "wrong" way round..

Very annoying I will agree.

In the UK there is no difference between mens and ladies zips so that's not the reason.... just cack handed for cack handed 'mericans.


( If I ever buy trousers and find the zips the "wrong" way round they will go straight back! Imagine left handed trouser zips combined with right handed under pants )

 

[pappaecho]

Current customer service excuse is "we have sold hundreds without problems, so any complaint is your fault"

In practice this tends to be a lie! I suggest that you indicate the the Sale of Goods Act requires that the product is of satisfactory quality. If the vest fits like a straightjacket, then obviously it is not fit for purpose.

You are entitled to ask for a refund, but also you can source the correct product at their cost.

Ring them up and give then the choice of a complete refund, with free collection from your house, or buy the correct goods with the inovice going to them

 

[sarabande]

why not get in touch with Henri lloyd themselves ? If MM are degrading HL's business reputation, HL might want to have a serious and commercial word with MM.

 

[nigelmercier]

In the UK there is no difference between mens and ladies zips so that's not the reason.... just cack handed for cack handed 'mericans.

Traditionally British shirt and jacket buttons are different between male and female, I believe it was so the valet could button them up. I guess the Merkins keep one of them for all fastenings.

 

[Andy McGregor]

Current customer service excuse is "we have sold hundreds without problems, so any complaint is your fault"

In practice this tends to be a lie! I suggest that you indicate the the Sale of Goods Act requires that the product is of satisfactory quality. If the vest fits like a straightjacket, then obviously it is not fit for purpose.

You are entitled to ask for a refund, but also you can source the correct product at their cost.

Ring them up and give then the choice of a complete refund, with free collection from your house, or buy the correct goods with the inovice going to them

Thank you for this suggestion. I have sent the following email to Mailspeed Marine. I've got nothing to lose as I will be buying myself two new rash vests because I still need them for the new sailing season.

Dear Sir,

I am very unhappy with the products and service I received from your company. I attempted to exchange those goods with your company and was told that you do not actually have my size, even though you continue to offer this product in my size on your website and on ebay. I was told I would have to return the goods at my own time and expense if I would like a refund.

I have written about my experience on the YBW forum and copied and pasted that post at the bottom of this email.

I have no intention of wasting my time and money returning your unacceptable goods. The two rash vest you supplied were suitable for a ladies bust 38/40, not a Medium man with a 38-40 chest. The rash vests do not fit and the goods were not as described. According to the Sale of Goods act, we have two options;

1. You agree to give me a refund, make an appointment at a time convenient to me and collect your goods from my home. Your responsibility in this case is to return me to the position I was in prior to your mistake. Expecting me to labour for free and pay for return postage does not put me in that position.

2. I source equivalent goods in the correct size elsewhere and charge your company for those goods and my time in sourcing those goods.

If I do not hear from you I will asssume you wish me to take option 2 and will go ahead with my purchase. I will subsequently send your company an invoice and will take all action necessary if that invoice is unpaid. This includes court action.

Kind regards.

Andy McGregor

 

[northwind]

Thank you for this suggestion. I have sent the following email to Mailspeed Marine. I've got nothing to lose as I will be buying myself two new rash vests because I still need them for the new sailing season.

Seems a bit daft airing your laundry in public, and telling them so..

Different manufacturers size products differently, and even then it depends on the supplier of the product, most manufacturers will have products such as these made under license by another company.

I understand your frustration, but you're experiencing the fun of buying via mailorder, clothes and shoes rarely size consistantly.

 

[ostell]

Isn't there an automatic right to return goods bought over the internet?

Even more so for goods not as described but that is a different matter.

And how did you pay? Credit card ?

 

[Andy McGregor]

Imagine left handed trouser zips combined with right handed under pants )

I must admit that I've quite enjoyed the difference

 

[Andy McGregor]

Different manufacturers size products differently, and even then it depends on the supplier of the product, most manufacturers will have products such as these made under license by another company.

I understand your frustration, but you're experiencing the fun of buying via mailorder, clothes and shoes rarely size consistantly.

I've been buying Henri Lloyd products for many years and have always found their sizing to consistent. Their oilies are a little generous in sizing but I've always assumed that was so you could wear something warm underneath. I ordered these shirts with confidence as they are HL brand. I would have had less confidence if they'd been a less well known brand. I have looked at the HL size chart and the sizing in numbers is ladies sizing. I was supplied with rash vests labelled "Size 4". Men's sizes are XS, S, M, etc - I ordered 'M' and got "Size 4".

I suppose the reason I'm airing my laundry in public is because I'm so annoyed with Mailspeed Marine. I had a quick trawl through this forum before starting this thread - it seems I'm not alone in receiving the wrong goods and subsequently off-hand service, verging on arrogance from Mailspeed Marine customer service.

 

[sailaboutvic]

Seems a bit daft airing your laundry in public, and telling them so..

Different manufacturers size products differently, and even then it depends on the supplier of the product, most manufacturers will have products such as these made under license by another company.

I understand your frustration, but you're experiencing the fun of buying via mailorder, clothes and shoes rarely size consistantly.

I think more people should Air their laundry in Public some time it the only way shops and dealer get there fingers out and do any thing , I had a problem with Raymarine and only after reading my posting that their sorted out my problem .

 

[Steve Clayton]

Isn't there an automatic right to return goods bought over the internet?

Even more so for goods not as described but that is a different matter.

And how did you pay? Credit card ?

YES; the distance selling regulations; these goods can be returned within 30 days without any reason (just "I've changed my mind"); but the seller doesn't have to pay return postage - but good sellers will do this.

 

[CreakyDecks]

I don't think they've got a leg to stand on. If you ordered size "M" then, according to the size chart, that is 40"-42" chest. The size "4" that they sent you is for 38"-40" chest. So they have sent you the wrong size.

 

[Scotty_Tradewind]

If you have the cheek, try the goods on in a chandlers first to size them then buy on line.
We have a very good chandlers (Marine Super Store - Port Solent) and tend to buy direct from them as they have a very large stock of many types.

 

[timmygobang]

All the information on your rights can be found here

http://www.direct.gov.uk/en/Governm...ionsthatcanchangeyourconsumerrights/DG_183048

There's also a consumer complain form which I guess you could use as a last resort.

I think its luck of the draw sometimes who you get on the other end of the phone. I was told by argos that I could only get exchange vouchers for a faulty electric blanket I was returning, and that if i wanted my money back they would charge me for the electric blanket use til the time it went faulty!!!

 

[Andy McGregor]

I think more people should Air their laundry in Public some time it the only way shops and dealer get there fingers out and do any thing , I had a problem with Raymarine and only after reading my posting that their sorted out my problem .

Ditto. This arrived today.

Hello Mr McGregor,

Thank you for your email.

I am sorry to hear you have not been happy with the recent order you placed with our company.

I have actioned a refund for the 2 items in question back to your card, please keep these items as a gesture of goodwill.

Kind Regards

This is true people power. Thank you YBW forum

p.s. I'm now looking for two lady sailors with 38" or 40" busts

 

[timmygobang]

Congrats!

 

[Talulah]

I was on the Mailspeed site this morning, added a couple of items to the basket, remembered this and then stopped. I can now go back and convert the basket to a purchase.