I ordered goods on-line as gifts. Generally the website has a decent search engine & filter functionality. Regular info on the progress of my order throughout. Goods arrived quickly with efficient and safe carrier service (Evri). One wrong item sent in error (a French not England bucket hat). I reported this to Customer Services, and was initially forced to use the Chatbot - which was poor. Once I got a human operator, things were swiftly & professionally handled by Syed my consultant. Stock was checked and a replacement order made - which impressively arrived within 48 hours. Sadly, the item was exactly the same as the one sent in error. I have worked out the bar code and product number (900682) seems to be mistaken, so staff at the distribution warehouse are guided by the wrong info assigned to the product and its description on the website that I ordered. There isn’t much a Customer Services consultant can do about that as its a logistics/business systems cataloguing failure. I could repeatedly request the correct item but the same mistaken item will always be dispatched. A retrospective glance at the customer reviews on this item shows a chronicle of discontent for the wrong item being sent - and clearly this is the reason for those. I wonder that Sports Direct Customer Service managers haven’t analysed the trend of customer complaints/comments and worked that one out?! Aside from this, my overall experience of all other items in a multi-piece order is great, goods were as described, swiftly and safely delivered, at excellent value for money. Other things to consider: at £4.99 flat fee I think postage costs would be high and uncompetitive compared to others if an order is for a single item. Additionally, for the first time I used the Sports Direct Personalised printing service for a top as part of my order - of course it takes a bit longer for personalised items to be dispatched - but I am happy, the top looks great. It is competitively priced and prints emojis too! In conclusion, coz of the cataloguing error which left me with 2 wrong items (as Syed waived fee on replacement item at least I only paid once) I am docking a star. I think that is fair because for everything else I am very pleased with the service. Syed in Customer Services was amazing but a goods cataloguing failure undermined his attempts to recover my issue. So Sports Direct, 4 out of 5 until you sort out the catalogue error and then maybe I can get the England badged bucket hat that I originally ordered.
