Mr J Hughes

My wife & I have been Muck Boots Customers for quite a few years now and up until recently have never had any problems with them. Except for the Woman's Muck Original Duck lace up leather short boots, which are 21 months old and they have split. We tried three times to contact Muck Boots and they ignored our emails. So we telephoned them and sent photos of where the boots had split on the front toe area. After a few days Muck Boots came back and refused to consider this as a legitimate claim siting they have never been cleaned with rubber boot cleaners and although "they understand" we would be disappointed with there decision it was final. As a matter of fact they have been cleaned several times with Aigle Swipol which protects and maintains flexibility just the same as the other manufacturers boot cleaners and preservers do. Had they have given us the opportunity to state this BEFORE they made there so called final decision we are sure they would have reached a more mutually satisfactory conclusion! But they did not instead they looked at the first opportunity to get out of covering them. Under the Consumer Rights Act 2015 "Goods and Services have to free from defect for a reasonable time" but this is open to interpretation, If you consider the actual time frame for using the boots Autumn & Winter months the "Actual usage" is probably around 12 Months of use. However the Consumer Rights Act 2015 states this reasonable period can be up to 6 years. Again this does not mean if you purchase a 99p item that it has to last up to 6 years (reasonableness) but these boots were £90 and Muck Boots SHOULD have given us a reasonable chance of explaining that we had in fact cleaned and preserved them in accordance with there instructions. However as previously stated they do not. So we have parted company with them and even told them to stop emailing us with offers and promotions as we want nothing more to do with them. They even came back and stated that they were "Sorry you feel that way" No acceptance of poor customer service whatsoever!

Part 1 You have asked me to review my experience when you haven't even delivered the items to me yet. As you are aware you sent me an email stating you would not be posting it out until the 5th January 2026.

Part 2 . Scotts Trading have decided to fully refund me for my order which although there was no need as I was simply puzzled as to why I was asked to provide a review when I haven't received it yet. This was a surprise, a pleasant one at that and shows what great customer service is. Hence I have updated my experence

Now an ex-startmail customer, been with them for about 6/7 years. The problem starts when you build up a couple of thousand emails (6GB) Last May 2024 I reported that despite having Full Fibre Broadband (450mb) it can take up to one hour to download any messages. I complained about this so many times to startmail and after trying to help they ignore your emails and refuse to answer, long story short and this went on for months and months nothing was resolved , Then I noticed emails were going missing from my startmail account, this again was denied that it is not possible for this to happen yet it did and despite proving it to startmail nothing changed. So much so that in September 2024 I decided that I had been ignored once to often and that as a paying customer this was not an acceptable way of treating me. So at that point I made the decision to leave startmail, as you can imagine this took considerable time and effort but now I have moved away from them, I will never ever go back to a company like this again. Truly dreadful customer service and a complete lack of professional knowledge and skill. I was hoping to stay with them for life but if you start to notice your emails seeminley taking longer and longer to download this could be the start of your problem, Finally left and although they have lost many emails which has caused me so many problems I am free of them and glad to be so. Please be aware this is a 100% accurate description from my experience of Startmails conduct throughout. Be warned. ***Note the post from Startmail below, also kindly note that if you could have been bothered to read my review you would note I am a EX Startmail customer as I gave you well over 6 months to sort this horrendous issue out. Your support team as you call them were told several times that it is impossible to show files disappearing as they have gone! Also how do I take a screenshot to show that it takes ages for emails to download??? (I rest my case)

Okay so clearly case not rested! My response is as follows: I did provide you screenshots of my settings sent 07 07 2024 to Sue (request 52454). In fact I have sent you numerous emails between 14 05 24 and 15 08 24! All I ever did was go round and round in circles with the same issue I kept experiencing and nobody ever resolved it, in total it was about 6 months of useless so called customer support. You even at one point tried to blame my apple computer I spoke to apple about this issue and they confirmed it was a Startmail problem and not apple as you suggested. To prove this I decided to create a new Startmail account with my wife's Startmail settings (with her permission) on my apple computer and that account worked fine and you were made aware of this and to further prove that it was Startmail account issue I removed my wifes account and mine and every other account on my apple computer worked fine. you were made aware of this on 21 06 24 Request 51551. Then on the 19 07 24 I said to Peter here we go again round and round in circles request 52454 I even said if this continues I would be leaving you. Then on the 14 08 24 I sent you yet another email stating that in order to prove this was a Startmail problem I completely wiped my apple computer and the first thing I re-installed was my Startmail account and guess what THE SAME ISSUES WERE STILL THERE!
So I am sorry Startmail I reject your comment stating that my account is not 100% accurate! your just trying to discredit my honest ACCURATE account of how you treat your long standing customers. Anyone with an ounce of common sense can see that taking over 6 months to resolve an issue is totally unacceptable. That's why I left you!