Club Shop dysfunctional
I'd like to share my experiences making an order from the Caravan Club shop. I ordered 3 Thetford products - Kem Blue, Rinse Pink and Toilet spray cleaner.
This was on Sunday 27th June.
One product was showing out of stock and the entire delivery showing delayed until Friday 2nd July.
On Thursday 15th July I looked on the system and the Blue kem was still out of stock but now showing an in-stock date of Mid-August so I drove to a leisure shop and bought what I needed.
On the website, I now couldn't find a way to cancel this order. I telephoned numerous times and the lines just got cut-off and went dead.
So I emailed requesting the order be cancelled. The "auto reply" said a response in 2 days and a resolution in 5 days. I got NO response.
On 21st July I received a dispatch confirmation. Unbelievable. I immediately raised a Credit card dispute for non delivery and no way to communicate with the shop. Emailed the shop again out of courtesy that I was raising a Credit card dispute.
On delivery day, the parcel got recalled by the Shop. So they have been reading emails, just not replying to them.
Don't waste your time...
Comments
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A lot of stuff like that comes within days and with free delivery from Amazon.
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I have also placed an order via the CAMC Prima Leisure shop (as a new member it was the first thing we did was to place an order for ‘bits’ for our first trip).
Well since 6 July we are still waiting even for an email to confirm the order, let alone any items to arrive. One item was shown as ‘short use date’, on checking is now out of date.
I have tried calling repeatedly and only ever get a message saying that they are busy and the call is cut. I have emailed, again and again, no reply. I have sent a message via Messenger, nothing.
I looked on Trust Pilot and found they that they have 81% reviews are bad and another 10% poor (so 91% poor or terrible). Many reviews ask why CAMC are advertising/promoting Prima Leisure when the service is so poor/non existent.
I called CAMC today regarding this and it appears you are aware of the issues and state that Covid is having an effect, they are trying hard etc (funny that they managed to process the payment the day of order). So why not update your website to let YOUR customers know there are issues and why not stop advertising Prima Leisure until their issues are resolved.
As a new CAMC member, we only ordered from the CAMC Prima Leisure website as we trusted that we would receive the goods ordered. This really reflects poorly on CAMC.2 -
They finally responded to me when I told them to deal with the disputes team at the Co-Op bank. Even managed to recall the parcel before it go delivered.
Still waiting at least another 5 days for a refund.
Tbh, am sick to death of companies playing the Covid-19 card. 90+% of the online companies I deal with service has returned to normal. Most of the reminder at least have accurate delivery dates or hold their hands up and say they can't get stock or take orders.
This order was for some basic consumables and it's clear from the Trustpilot reviews their is some fundamental issues at play here.
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Complain to the Trustpilot website. I’ve done it & with others had positive reviews removed it was part of the ‘reviews for cash’ scandals ongoing. I’ve found Trustpilot very good & helpful but they need to be given a heads up. Something is ‘fundamentally’ wrong I agree👍🏻
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Found it very good.
items ordered and delivered within a few days.
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JackJE you have been very unfortunate with your dealings with Prima Leisure. However, like Harry, I too have had good service from the Club shop/Prima Leisure. Recently ordered a Thetford waste tank with seat at an offer price and received it a few days later. Basic consumables I tend to get locally or via Amazon
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I have generally found that 'special offers' for members of Clubs are not at all "special" and that better Value for Money (I include service in that) can easily be found on the open market. From this experience I have come to the conclusion that the retailers who advertise their products to such Club memberships find that their 'targets' tend to believe - without checking - that they are getting a better deal than is available to non-members, presumably because they want it to be so as this justifies their decision to take out membership.
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I ordered three Thetford items on 19th July had no response to my order from Prima so emailed for update on 4/8 told items where awaiting expected delivery of 25/8 from suppliers. Contacted CAMC on 26/8 to ask if they could intervene and received the email picture attached stating deliveries have been delayed due to the Panama Canal blockage and COVID, I hadn’t realised Thetford was based so far away. Having placed reviews on Google and Trust pilot today I’ve received an email from Prima refunding my money so nearly 6 weeks waiting for my money back seems Prima are an investment company not a parts supplier never again. CAMC should drop these shambolic partners
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I'd be rather confused to get a message like that SND !! Certainly the Covid has given deliveries a knock back as have the shortages of Drivers BUT as I understand it was not the Panama But the SUEZ canal ~~ just a few thousand miles away !
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My experience of the Prima Leisure service has been bad, just as reported by several others here.
As a new Club member I thought I'd get good service from a shop affiliated to the Club, but not so. I ordered a steering wheel lock and a set of levelling ramps on 30th July. There was no clear indication of any likely delays apart from the commonplace warnings about the pandemic that one sees on many websites. As I have not actually experienced significant problems with other suppliers, I didn't take these warnings too seriously.
I have today finally managed to get through on the phone to cancel the order, after being told that the likely delivery has now been pushed back to October! This after a very long wait to get through.
Prior to my call, the only update I'd had about the delay was an email in reply to my own query, and that response took ages to arrive. In that email I was told that they didn't expect to get the equipment from their suppliers until early September, when it would be dispatched to me as soon as possible.
I'm staggered that they continue in business. Other businesses are managing vastly better, for example, a few days ago I ordered a wheelclamp in the morning and it was delivered less than 24 hours later.
The Club is suffering reputational damage through this in my view, and needs to consider its position.
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I have used Bailey Prima Leisure (who run the Club Shop) several times for spare parts for my Bailey motorhomes and have had excellent service from them. However all this was pre pandemic. In February I ordered a set of alloy wheels from Bailey and out of the blue some weeks back I got a call from my dealer saying they had arrived!!! As it was just an upgrade to what I originally had there was no urgency. Likewise I have been trying to buy a Fiamma Back Box from a well known Fiamma dealer but they have no stock and it looks as if it might not be until next month they get new stock. One thing is clear the Club Shop needs to up its game on keeping people informed of delays.
David
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I would have thought they also need to stop taking money off the credit card until the goods are dispatched. When I order something on Amazon, I am able to change / cancel the order up to the time they send an email saying it is dispatched and can no longer be changed.
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Stop pretending it’s the Club shop. It’s a firm called Prima Leisure.Here’s a snapshot of their reviews on TrustPilot. Go on line and read the comments from customers.
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Geez EuroT it’s dropped to 83% bad now🤷🏻♂️
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