Shocking Service from M&P

Below is a E-mail I sent to M&P customer service this morning due to the complete lack of response from them.

To whom it may concern,

Last month I sent the following e-mail to you vai your web site e-mail tool -

I'm writing to complain about a order that I purchase and the service I have received in the tracing of a voucher with that order. But first I shall go over the history of the order.
Back in August I got a £20 M&P voucher from a friend so I decided to use this to purchase a item from your site, namely a new waterproof jacket. This I did, I couldn't at the time see anything on the website saying that I couldn't use this voucher and also I could find anything on the voucher. Only that I was to send it back with any order, so I ordered the jacket and sent the voucher with a covering letter. Little time later the jacket arrived but having paid the full price, so I called up to see what happened. Turns out that I can only use e-vouchers with online orders, so OK then can I have my voucher back so I can make another order. No one has seen my voucher, and they will get someone to look at the mail and come back to me. 2 weeks go by and no ones contacted me so I phone up again, no body know what I’m talking about and they tell me they would have remembered as the £20 vouchers have been out of stock for a while. Then I’m told someone will get back to me when something has been heard, so once again I wait. Still nothing and calling up is once again getting me no where but more frustration.
I can’t even track down the voucher via the voucher number as I don’t have the original letter that I put the details on. So is there anyone there who can help, as it seems to me that M&P has the £20 and I have nothing, do you keep details of what vouchers have been cashed for validation purposes? As I know that I haven’t used mine… how else would you know if someone has sent in a duplicate.

The order was on XX/08/07 and your reference : XXXXXX

This e-mail was sent to you on the 9th November and I have yet to hear anything back from your selfs, on top of that now the jacket that I purchase from you appears to be not 100% waterproof as stated on the garment, and also on your website. In fact in the last 2 days travel to and from my office I have arrived with damp arms and stomach, where as my legs covered by my Hein Gericke textile trousers are completely dry. As you can imagine I'm not a happy customer, my e-mail and phone calls have been ignored and the garment that purchased from you to keep me dry on my journey to and from work has failed to do the job required of it. So what I want to know is what are you going to do about it?

P.S. I will also be posting a copy of this letter on a forum of other bikers that I log onto called sv650.org and blogging it to the site detailed below.

Link to the jacket from your site -

http://www.mandp.co.uk/productInfo.aspx?catRef=222017

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Can't imagine why I'm not happy.

M&P put me off when I went to order the givi rack from them, but it wasnt clear. They advertised one item as evrything, when infact it was only the top-plate. Put me off M&P for life, im not suprised you are having bother if they cant even advertise items properly.

hope you get it sorted out

Matt

I've ordered lots of stuff off them over the years and not had this much trouble from them before, its a bit annoying really more then anything else.

Cool!

An angry Grinch is not to be trifled with!!

A call to Trading Standards about the jacket not being waterproof could be in order, or at least the threat of a call!

.

I want to see what they offer to do for me, as if I send it back then I have no jacket at all until the new one arrives or they credit me with some cash. I'm hoping that they will also sort the voucher too, but its one of those things. I know I can have a replacement as I've done it before, but lets see how this e-mail goes.

M+P were advertising and selling Daytona Security Evo boots for 200 quid, so I bought a pair. Turns out all they were selling is the replaceable outers of a two part boot. After trying to get them to honour their advert, which they refused to do, I sent them back and got a refund, but the *******s didn't refund the original carriage charge I paid. That was about 3 months ago, they are still advertising exactly the same item in a misleading manner.

I won't deal with them again

I had a nightmare with them after they sent me the wrong thing. It was the item I had ordered but I was mis-informed regarding its suitability for my bike. "Will it fit all models?" "Yes all sv650's" type of thing.
Sent it back the day it arrived, unopened - unfortunately I made the mistake of accepting it from the courier. Cost me nearly £5 to return and it took them 3 weeks (!!) to process my refund. I was on the phone to them every other day, and they gave me some b.s about how busy they are, treating me like an idiot. I wouldn't have minded except the whole thing was down to their stupidity! When I raised that issue they said they can't be expected to know everything about all of their products! Yet they were quick to have a try when I asked them a question about one of them! Never got my postage costs back either.

Run by a bunch of Monkeys and Primates if you want my opinion based on my experience and I'll never even consider their service again.

I've never ordered anything from them, they are close enough to home for me to visit the shop. The people in the shop are knowledgable about the products. It's the same with every mail order catalogue, the staff only know the information presented on their screens.

Grinch I hope you get it sorted

I wouldn't use them for mail order again, had a nightmare, they kept sending me the wrong item. At one point they must have opened the returned (wrong) product and placed it in there envelope and sent it back to me, still had the ring mark on the back of the packaging from my coffee cup. This was after they admitted the piece they sent me was wrong, ordered chain lube, fork seals, bearings, and brake pads. I received the wrong bearings and instead of brake pads I received three tax disc holders (which went backwards and forwards through the post).

Took five weeks for the correct items to arrive. Never again!!!