Charles Lee

Hi Charles! Thank you for your feedback. We want to clarify that the Buyer Premium is completely optional and is not a monthly payment. It is a one-time payment that offers added benefits, such as increased exposure and faster communication with sellers. We never force buyers to pay for it. If you're experiencing issues with responses, please don’t hesitate to contact us, and we’ll be happy to assist further.

Hi Charles

I am so sorry to see this 1* review. Suspending service for unpaid invoices really is a last resort for us. We do everything in our power to avoid unnecessary service suspension. In this instance, I can see that we made several attempts to contact you by phone and by ticket.

Unfortunately, the calls went to voicemail. I am not sure why you would have been unaware of the invoice, as email notifications are sent to the same email address that is on your account.

I am sorry that there was no one available from our Billing Team on Livechat when you came on to speak about the situation, and this is something we are investigating internally.

I am pleased to note that your account is now active again. We have called and left another voicemail. If you need assistance in managing your account, or wish to discuss this matter further, please do not hesitate to contact our Customer Services Team on
(+44) 0113 541 7880 and select Option 3, and our Team will be happy to assist.

Kind Regards

Angela
Senior Customer Services Representative



Good Afternoon Charles,

Thank you so much for your review.

Its wonderful to hear how happy you are with the support from Charles and, if he or any of team can assist you in the future please do not hesitate to call (+44) 0113 541 7880 or jump on our 24/7 live chat facility,

Kind Regards

Amanda
Customer Service Representative

Thank you for the comment and apolgies if you feel that way. However, as was explained to you on the chat session yesterday, this is what we saw happen.

You created a booking on our system at 19:44 on Friday 14th to test ride the Naxeon Pro for the 15th not 3 days before as stated but for the next day. Below is the booking

=============

Hi Jeremy ,
A new event has been scheduled.
Event Type:
Test Ride or Service
Invitee: Chang Lee
Invitee Email: gedion
Event Date/Time:
13:00 - Saturday, 15 February 2025 (UK, Ireland, Lisbon Time)
Description: This is to book either a test-ride or a service at our Brentford store.

For Test-rides, we require 2 forms of ID. eg Licence & Bill, Passport and Bill, Licence and Passport. We have helmets
Location: Brentford
Invitee Time Zone: UK, Ireland, Lisbon Time
Questions:
Please enter phone number
xxx
If booking a Test-Ride, please enter bike/s initerested in
Naxeon I am (Pro)

=============

We responded 15 minutes later to say that the bike was not with us as yet as below.

=============
"From: Jeremy
Sent: 14 February 2025 19:59
To: gedion
Cc: Adam
Subject: NAXEON Pro

Hi

Thanks for your request of a test ride.

Currently you can see the Naxeon at the MCN motorcycle show at the London Excel this weekend but it's not available to test-ride just yet unfortunately.

Adam can talk you through it if you are to go
Regards

=============

The above email did not bounce back and as can been seen, was sent after we were officially closed which seems to be good customer service not the opposite. At the time we did not know when we were to get the bike so hence we did not provide an alternative booking option.

On the Saturday, as we had provided an email that the bike wasnt available, we removed the booking from our calender system which triggered an automated email cancelling it again too. It is this one and not the first one that did not contain any reason which is correct because it is automated.

Having read the transcript of the chat session yesterday, it was never said it was not an issue so not sure where that has come from. We stated, that the test-ride was not possible and the reason for it.

The above email was re-sent yesterday too but that has been ignored as an explanation but it did not bounce back and we used the email in the Booking so maybe it ended in the junk or spam folder.

It is every persons right for them to feel as agreieved or affronted as they wish when things do not go as they expect but it is seems that not accepting our side of what actually happened has been ignored for whatever reason. Therefore we do not feel 1* is a fair or accurate relection of what actually happened but do note that nearly all the reviews left on Trust Pilot of others have been 1* so that might go some way to explain it.

We are the only dealer in the country that now has the Naxeon available for a test-ride which we would argue is a reflection of who the importer trusts to take this bike to market and we are open to anyone who wants to try it in London from today

Dear Customer,

Thank you for your valuable feedback. We regret to know about your dissatisfaction with the exchange pair as well. This issue has been escalated to our team for the improvement of service. We can see our support team has processed a refund for your original order. We try our best to make the shopping experience wonderful. We hope to serve you better in the future.

Regards,
-Goggles4u

Hi Charles,

Thank you for taking the time to leave your review.

I'm sorry to hear about your order.

So we can help you further, please email us at onlinereviews@ultimateoutdoors.co.uk and include your review reference number #TP33193 in the subject and contents of your email.

Please also include your order number, full name, and billing address and we can look into this for you.

Thanks,
Rizwan,
Ultimate Outdoors Online Review Team.

Hi Charles

Thank you for taking the time to post a review. I am pleased to hear that Pearl was able to assist you and it will be a pleasure to share it with her and the Team.

If there is anything you need in the future- please do not hesitate to contact our Customer Services Team on 0800 862 0890 or 0113 320 1386, select option3 and we will be happy to help.

Kind Regards
Angela
Senior Customer Services Representative