Blacks - Nottingham Wheeler Gate Avis 

Before you click buy on your online order at Blacks, Millets, Ultimate Outdoors please read the below.

I’ve always thought that a sign of a good, trusted company is how they fix things when they go wrong. In this case with Blacks the whole experience has been incredibly poor.

I ordered a new bag from Blacks using a 15% promotional code offer. The bag arrived a few days later, in the wrong colour, with a different product code on the packing slip to the one on the email confirmation.

I went on to the email order and at the bottom it had three options for contacting Customer Service – Twitter (X), Email, and phone.

I followed the Twitter link to a profile that states it is no longer managed. I then wrote out an email and sent it to the provided email link to then have an auto reply from Blacks that the inbox is no longer monitored.

This is a great way to really add to the frustration of your customer who is already feeling annoyed.
I then contacted customer services via phone who apologised but told me they couldn’t exchange it and I would have to travel 40mins into my nearest Blacks instead.
Refusing this (With the time cost, fuel and parking) I asked to return it via post instead.

I was told I could, but I would have to cover the return postage costs for the wrong item I was sent.
After more back and forth they eventually agreed to cover the cost of returning the item.

A family member let me know they would be heading to Nottingham, and they would exchange the bag for me there at Blacks.

At the store they were told that as the 15% offer had ended the bag couldn’t be exchanged for the right one unless I paid the increased difference. When questioned about this the retail assistant stated that the actual colour I ordered was more popular than the incorrect one I was sent so they couldn’t just swap it over…

There has been so much wrong with this experience I personally would not order online with them again. I can see from reviews here that customers generally have had better experience when purchasing in store where the goods can be checked.
I would advise against ordering from them online if possible.

Now, look out below for their generic response asking me to fill in a customer form on Blacks website to enter into their customer service doom spiral again!

Karen was lovely and couldn’t fault the service all around :)

Friendly helpful staff. Love shopping at Black's..

Excellent service from Raa. Helpful but let me have time to decide (footwear). Shop very busy yet she ensured everyone got attention.

Great service, tried several pairs whilst they provided advice. I’d seen an internet offer which they met in store.

purchased a North ridge jacket great price and great service

Quick delivery.easy to place order. Good quality. Good prices. My coat is lovely warm . Very pleased with purchase.