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In reply to Post #9
confidence restored
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In reply to Post #9
I've had a better experience of Prolite this Christmas
Ordered new Trakker waders for Christmas from AD. They've still not arrived. No comms or replies to emails/calls etc. So will be cancelling that order and getting a refund.
Ordered same waders on Prolite. Came within 2 days. No fuss or issue. DPD delivery was good.
Fair play Jim for replying to the other disappointing experiences.
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In reply to Post #9
Happy to discuss full details via PM feel free to give me a shout. 
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In reply to Post #1
There you go the main man himself. Hope you get it sorted.. 
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In reply to Post #9
Cant say fairer than that
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In reply to Post #1
I am very sorry you and your sister had this experience at PE and I will look into this and the engraving issue when we get back to work. I can assure you that quality and customer service are at the top of our agenda and it pains me when I hear of a bad experience. The tackle shop is still a new and growing entity for us and something that wasn’t an issue one day becomes a problem for us to solve when workload grows. Couriers are a law to their own and at Christmas it can be a soul destroying issue that every shop endures. The guys at PE are all very friendly and want to help, they wouldn’t be there if they were otherwise. I know they will be saddened when I show them this post. They do get stretched to the limit at times and that is something we will address. I’m not naive to think this is the only issue we’ve had but reading this will be turned into a positive. We shall introduce some kind of ticketing system where any complaints are logged and cannot be cleared until fully resolved. Issues are currently logged in the head of one very busy team member. We will be in touch with both of you in due course but please accept my sincere apologies. X
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Hardly surprising, expanded into being a 'cool' tackle shop for the flat peak base ball cap wearing urban anglers and clearly didn't realise what demand that generates
Wonder if they'll ruin Cotswold Aquarius too
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In reply to Post #5
It has slipped - a certain individual is no longer working there.
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In reply to Post #4
Yeah Jag have always been stellar in terms of customer service. I was always happy to pay their premium prices for solid gear with a solid customer service to match. Seems like they have given up on at least one of those pillars they built the brand on.
I have a full set up of jag gear (pod, lockdowns, snag ears, hangers and bank sticks etc). Will not be buying anymore Jag gear from now on.
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JAG used to have one of the best customer services,it would be a shame if they let that slip
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In reply to Post #1
Had the same experience myself. They got the engraving on a weigh bar wrong. Offered to refund me the cost plus a discount on future orders... Never got either. I won't chase as when I have experiences like this I just vote with my feet and tell my mates.
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Shame as I had a great experience with them as I bought rp1 from a different tackle shop and bent one of the ends of the pod trying to get a stabiliser in by treading down on it with 17+ stone.
I took it in to them for repair which they did for nothing and I picked up the pod a few days later.
Granted I didn't have to deal with couriers etc as im only an hour's drive from them
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Yes, have to agree - had a couple of separate issues which both left me 🤷♂️
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So I write this with a rather disappointing and in shocked disbelief that this has happened and the fact that I have literally had to listen to a sibling tell me this in tears on Christmas day.
So usually for Christmas my family will set a limit of £20 for each other and we buy presents. Earlier in the year my mother passed away and one of the final requests she as my sister was to buy us all a present from her as a memory... nothing super expensive but above the usual price.
Come late November, my sister asks me to find something. After a lot of looking i look and choose a set of the "Jag x Sub" bank sticks... send the link to the prolite explorer website and that's that.
Then comes Christmas day, we meet as a family and are sat opening present and my sister gives me a card... with a load of money in it and I think nothing if it, she then starts apologising for getting the distance sticks and crying straight away... I'm then told the absolute **** show of customer service that prolite have been to her....
basically the order has been sent with DHL instead of DPD as it states on the website, this has reached a sorting office and never moved from there, she has contacted prolite 6 days later to ask for a update, and was told it would take them aged to speak to DHL but would phone her back.... they never rang back. Two days later she calls again and told we will ring you back in 20mins... again no call back. Sends a email later that day saying she just wants a refund as its obvious its been lost with the courier. Then she gets a call from a member of the prolite team who says they are very busy etc, but then goes on to say they had to wait for a refund from DHL (this is not a customer issue so shouldn't be said) and then questions my sister and implies that she may well already have it  . my sister kicks off after being accused of deliberately misleading/defrauding them and demands a refund. The refund is eventually given late that afternoon and a one worded email is sent to confirm it from said member of the prolite team.
Honestly Jag have been class with me over the years and i have a lot of Jag gear.... but it seems their stellar customer service hasn't transferred over to the new tackle shop then run.
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General Carp Discussion