"Lacking on Customer Service"

A review of Mott Motorcycles Ltd by David Barrett written on Wednesday 20th of August 2008

I bought a Weise leather motorcycle, and after about three hours wearing it discovered that I had made a mistake about the size and should have gone for the size smaller.

I phoned up the shop and explained, and said that I would be more than happy to pay a restocking fee if I could swap the jacket (still in perfect condition) for the size smaller.

Due to the tags being removed, the MD said that he wasn't willing to do anything, essentially I could lump it.

While I am aware that legally they are entirely within their rights to do this, I know for a fact that if I had bought from (for example) Heine Gericke or Infinity Clothing, they would have helped me out. The shop could have taken the jacket back and sold it at a reduced price, the reduced price being covered by the restocking fee. There would have been no loss for the shop, and they would have had a happy customer (as opposed to one that is now going to tell everyone not to go there...).

I will not be shopping there again, and I have been there a few times over the last year as I was under the foolish impression that supporting independent stores was a good thing. Won't be doing it again - I'll be buying my clothes from shops that actually give a toss about customer service.

Having spoken to a few other people, apparently my experience isn't isolated. A couple of friends have bought from Mott, or had a bike serviced there - and due to attitude will not be returning..

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