ZONE3 Reviews 557

This business falls far short of the accolades and endorsements by a number of my swimmer friends. While this was my first experience with them, this was an utterly disappointing one. The mistake I made was to order a Recycled 2 Led Light Floating Backpack 28L from them (Order No: 189467) on Monday 25 August, paying £15 more than their reseller (Go Outdoors) and £7 extra for the next working day delivery. The idea behind this purchase was that being the manufacturers and suppliers of the brand, they would provide a first class product and service, for me to use it in a swimming event on Thursday 28 August. They despatched the item on 26 August, through a courier, Evri, who are notorious for losing parcels or delivering them late, in my area. Had I had a choice to pick up a courier of my choice for delivery, I would have chosen DPD or Royal Mail, and not Evri, even if I had to pay more.

Evri tracking showed the parcel reaching the delivery depot at 0859hrs on 27 August, however it was not sent out for delivery.

I reached out to their customer services with two emails but there was no response from them. In end I spoke to Sam on their online chat, who while offering to do his best, did not even do the least. He promised to check the status of the order, which he wasn’t able to provide. Moreover I requested if a replacement item could be sent for an early morning delivery by DPD on 28 August, so I could use it in the event. However he declined doing so, asserting that Evri deliver till 2000hrs and they could deliver later.

He tried to absolve Zone3 of the responsibility of the item not being delivered in time, by pinning it down on the courier Evri, conveniently ignoring that I had a contract of sale with Zone3 and not Evri and they were responsible for providing a good quality product within the given time frame, for which extra money was paid. This is in line with Consumer Rights Act (2015), whereas Zone 3, by entering into a contract of sale with me, are obliged to provide the item as described and of a good quality, along with a service delivered through reasonable care and skill and within the stipulated time frame. He seemed completely oblivious of Zone3 responsibilities under the Act, suggesting the postage amount would be refunded as “ a matter of goodwill” if the item didn’t arrive in time.

Later on he suggested more than a two hours round trip to a shop, 40 miles away, to buy one from them! Completely outrageous!

I feel this business has no regard for their contractual obligations or customer satisfaction! The performance of customer services was truly abysmal, as have they acted upon the emails sent earlier during the day and contacted the courier, the item might have been delivered today, for my event tomorrow.

In short this company seems to devoid of business ethic and perhaps some kind of corporate failure, leading to an experience like mine.

I will NOT recommend to even touch them with a barge
pole!

UPDATE IN RESPONSE TO ZONE3 REPLY
(1) The choice of courier vendors use is entirely theirs. However when a vendor offers a “time sensitive” delivery in their ordering process; ie “next day delivery” at an “extra cost” to the customer, they are become contractually bound to provide that service. Why should a customer pay extra for the next day delivery if they could do with a later one; if they don’t require an item urgently? Only customers who require the item next day will choose to pay extra for this service. In my case you entered into the contract on the basis that you would deliver the item the next day, but you failed to do so, thus breaching the contract and causing me immense convenience
(2) Had I known you would breach the contract by not providing me this service within the given time frame, I would have ordered it from elsewhere. Therefore you misled me into believing in something which wasn’t true.
(3) Why would you offer “next day deliver” service to your customers, for an extra cost if you can’t fulfil it?
(4) Once you asked about the “partners” attending the event, I clearly advised you it was a local event, organised by a group of local swimmers, and not a national or regional meet, where sponsors/ advertisers/ companies were involved. So your suggestion was futile.
(5) If you really wanted to help and keep to your contractual commitment, you could have agreed to what I suggested; sending a fresh piece by next day early morning delivery by DPD. However you completely dismissed this idea.
(6) I even offered to travel to a local shop within a reasonable distance (within 10 to 15 miles) to buy another piece if one was available. You then send me an email at 1600hrs, identifying a shop around 50 miles away (one-way travelling time of around 90 minutes due to traffic congestion), asking me to reach there by 1700hrs. How pathetic and inconsiderate!

I contacted the customer service regarding the availability of a certain product. I received the standard reply but very quickly after that Kelsie gave me an update on the product .
Very professional, this is how customer service should be.

Brilliant customer care.
These people just want you to be happy with your product.
My goggles are awesome!

I raised the issue of an unreliable courier not achieving a next day delivery that I had paid for, and Kelsie from Zone3 was very quick to check that my parcel did finally get delivered, and then refunded me the full postage costs for it being late.
Great customer service, and not for the first time.

Adam was great. Professional communication and resolved the issue I was facing very efficiently. Great products and great customer service. Thanks Adam.

I ordered my first swim wetsuit and goggles and hat and safety float for my first charity swim and they are all excellent products.
I had a slight technical issue with the goggles but Zone3 were quick to look at the photos and send me a replacement pair. The advisor Adam was so helpful. Thank you.

FANTASTIC EXPERIENCE!! I had personalised advice on a wetsuit I ordered, was able to send a video of me wearing it and get really good feedback on whether it fitted or not or whether other sizes would be better. I also had a follow up email to ask if i needed any more help (from a Human!! not automated message) which was so good. Big up Adam - thanks for all your help!!

Really helpful service from Adam at Zone 3. He listened to the issue and found a solution straight away. I felt like a valuable customer and I’m really impressed with the way the complaint was handled. Would recommend Zone3 on the back of this - I had an issue with seams on a tri-suit digging into my skin.

Adam dealt promptly with my query and helped clarify the type of wetsuit I would need for breaststroke in open cold water.

I have been talking with Sam and Adam via email on goggle fitting, and the help and understanding has been incredible and professional, the service is alway been great and this is why Zone3 are my first stop for all my swimming gear.
I have Zone3 wetsuit, to many goggles to counts etc and totally recommend them

While I have had an issue with the seams on 2 highend wetsuits, customer service has been amazing. Quick to respond, polite, friendly and have exchanged wetsuits as they deemed the problem to be a default and suits still in warranty.

My delivery did not arrive, so I got in touch with Zone3 and received an immediate response. A replacement delivery was arranged and promptly received. Adam, thank you for your excellent customer service.

Very pleased with quality and functionality of the heat tech gloves & booties & love my goggles. I also had a great experience of the company when my delivery went astray. Would highly recommend them.

Amazing product and attentive service.
Zone3 have been my goto for tri wetsuits and accessories for years now. The quality is amazing and they bring real innovation.
For any customer service issues real people get involved whenever needed - a great example of a business that cares about its customers

Zone 3 provided excellent customer service with the issue that developed with my buoyancy shorts. The shorts developed a large tear despite me following all recommended care requirements. Zone 3 were very quick to assist and offer me replacement or refund. The procedure for return is excellent. Customer service complements the excellent quality of products.

When a delivery did not arrive I got in touch and received an immediate response. A replacement delivery was offered and I accepted. Kelsie kept in touch regularly with updates about the status of the replacement.
The replacement has now arrived and I am very pleased with it.
Thank you Kelsie for your excellent customer care.

This was my first purchase with Zone 3, and I encountered a sizing mistake while shopping. When I reached out to Adam, he promptly handled the issue by coordinating with the warehouse to amend my order. My corrected item was shipped without any delay to my address. I want to give a special shoutout to Adam for his outstanding customer service. It was a pleasure dealing with such a professional and attentive team who ensured my request was followed up thoroughly. ⭐️⭐️⭐️⭐️⭐️

Placed my order on 30th July.
Upgraded to next day delivery via Adam in Customer Service on 31st July.
Promised that order would be despatched for delivery 1st August.
Now 2nd August and Evri have still not received for delivery.
Totally ruined my holiday as purchase was for lake swimming in Italy.

UPDATE:
Contacted by Customer Services on Monday 4th August who deeply apologised.
They confirmed they had a suit in their EU hub and would send direct to my hotel in Stresa, Lake Maggiore, Italy.
This arrived early afternoon Wednesday 6th August.
This is good Customer Service!
Many thanx Adam for sorting.

I am regular buyer of Zone3 swimwear and recently purchased a newly introduced pair of OWS jammers. Unfortunately there was a problem with the sizing chart associated with product and I had to return them as they were far too big. My dealings with Adam (Customer Service) have been nothing short of fantastic: speed of response, respectful of the issues I was raising and providing solutions to my satisfaction. Exemplary customer service. Thank you Adam.

Super and quick response to my request and excellent customer service