Disappointing experience and poor customer service
I’m very disappointed with my experience with Honest Riders.
I placed a large order, which was split into two parts. Part 1 was dispatched but was left by Royal Mail in an unauthorised location. Despite the proof of delivery, I did not receive the parcel. Part 2 of my order had also not yet been dispatched.
I contacted Louise at Honest Riders several times but initially received no response. After receiving no help, I had no choice but to raise a dispute with my bank.
I then received a response from Louise, who advised that she had looked into the matter and that Royal Mail was adamant the delivery had been made correctly. Louise agreed to send a replacement for the missing items, but only if I cancelled my bank dispute. I was also told that the remaining part of my order would not be dispatched until I cancelled the dispute.
I contacted Citizens Advice, who advised me not to cancel the dispute, as doing so could mean I would not be able to reopen the chargeback if I still didn’t receive what I had been promised.
I then had to spend a considerable amount of time gathering all the evidence and providing it to my bank. Thankfully, my bank reviewed the evidence, and I received a full refund.
My issue is not simply that there was a delivery problem, these things can happen. It is the way the situation was handled afterwards that I found particularly disappointing. Customers should not feel that their goods are being held ‘hostage’ until they give up their right to dispute a transaction.
I had hoped for much better customer service and a much more straightforward resolution. Unfortunately, based on my experience, I would be very hesitant to place another large order with Honest Riders.
