Do judge a company by it's photo!
Decided to give Leisure Depot a try for a camping kitchen as they came up slightly cheaper than their competitors on google. Was sent the wrong item, and when raising the issue, was told by their member of staff that it was the correct info, as it had the right code (despite the photo, description and specs being incorrect!). I then called and was assured this would be sorted out, with the incorrect one being collected the next day, and the correct one sent out at the same time. I was happy with this conclusion as we would still have it for our camping trip. The next day I was informed that collection would now be Monday, and that I would need to pay £23.50, as that was the difference. At this point I called again, explaining that I had bought the correct one according to the listing, and it was them who had sent the wrong one. No sign of replacement, item was collected and no sign of refund, and too late to get one from elsewhere for our camping. Thanks Leisure Depot...
Edit following reply: Leisure depot are still selling both the product we ordered, and the product we received, so unfortunately the excuse regarding the bar codes does not add up. Both products are available, and have been for some time, from other sellers. It’s a shame Leisure depot are hiding behind excuses rather than rectifying their mistakes.
Edit following their comment:
I appreciate the clarification on the barcode issue - sadly they left this to me to try and rectify with many calls and emails spanning the best part of a week to resolve. On a more concerning note, over the past 24 hours, Leisure Depot first tried to get me to verify the review with more information (otherwise the review can be removed) and then after I did this, tried to take down this review flagging it as inappropriate with Trust Pilot, which I would say is not a very “transparent” approach, and would worry they are trying this for all their negative reviews.
Reply from Leisure Depot
Thank you for taking the time to share your experience and bringing this issue to our attention.
We sincerely apologise for the confusion and inconvenience caused by the product discrepancy. It appears that the manufacturer had recently updated the design of the camping kitchen, but the product barcode remained unchanged, which led to the initial error in our listing. We have since updated our website to reflect the correct information.
We understand the frustration this has caused, especially with the timing of your camping trip. We aim to resolve such issues promptly; however, it seems we fell short in managing the corrections efficiently this time. Please rest assured, we are addressing the communication and procedural gaps to prevent such occurrences in the future.
Regarding the charges and refund, we will review your case and ensure that any amounts due are settled promptly. Please expect a follow-up from our customer service team shortly to confirm the details and finalise the resolution.
We value your feedback as it helps us improve our service. We hope to have another opportunity to serve you better in the future.
Best Wishes,
The Leisure Depot Team
Edit: The issue with the barcodes was a genuine oversight and not an excuse. We assure you that both items are indeed different and the error stemmed from the product barcodes, we have to make a work around in our inventory management system after the issue was discovered. We are committed to transparency and rectifying mistakes, and it is unfortunate that this situation has given a different impression. We are actively working to ensure such an issue does not occur again and appreciate your feedback as it helps us improve our service. We hope to restore your faith in our commitment to customer satisfaction.