Never got a link to leave a review but would like to say thank you for your very quick delivery and a great product. The only benefit to being short in height is legroom on economy flights and som... See more
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Amazing local Cornish business. Unbelievable customer service. We bought two Gul wetsuits - amazing quality and excellent price. Extremely happy. Lynn and the guys went above and beyond for us and we... See more
These guys are brilliant. They have a great selection of kit and usually can't be beaten on price. I return each season and first came across them when a friend at my sailing club recommended them. Un... See more
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Refused to acknowledge my rights under Consumer Rights Act when raised issue with water shoes that caused pain for me and my wife ordering our usual size shoes. If customer service dealing with issue... See more
Company details
Information provided by various external sources
Wetsuits For All Ages, Buoyancy Aids From All The Top Brands All At The Best Prices
Contact info
Unit 3, delaware Industrial Estate, Delaware Road, PL18 9AR, Gunnislake, United Kingdom
- 01822 834705
- sales@bigorangewatersports.co.uk
- www.bigorangewatersports.co.uk
4.6
Excellent
21 reviews
No recent history of asking for reviews
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"Gul Saco" waterproof trousers …
Bought a "Gul Saco" waterproof trousers online with Big Orange to subsequently discover they leaked. On lower back, where the 'Hydroshield bib' joins the 'GCX4 Evo Shell fabric'. Returned it to BO to be told they needed to send it back to manufacturer. This is despite their website stating clearly-
"Faulty or incorrect orders - If you have received something faulty or not what you ordered, we sincerely apologise and ask that you please contact us immediately on receipt, either by phone or email ("?"). We will promptly dispatch a replacement to you at our expense (stock permitting) or arrange a speedy refund."
After nearly two weeks waiting for some conclusion I once again contacted BO to be told that the trousers had been "extensively tested" as perfect with no leak. I was informed that I could arrange ''collection" of them. This is despite the fact that I am in a different country.
After a phonecall with Gul they decided to retest them. Next day I am told, yes, they have a leak. This is now a month after purchase. It took me 10 minutes to discover they leaked!
I have seen today, on another online retailers website, another review of the same trousers. They also leak. In the same place. Has Gul manufactured in a design flaw? Quite possibly. Many people would buy this item and never know until its too late; the idea being that you dont actually get in the water in these unless you have no choice!
Very unhappy with both Gul and Big Orange. This entire matter was badly handled.
+++++++++++++++++++++++++++++++++++++++++++++++++++
Edit- 23/03/2018
Unfortunately, this site doesn’t let you answer an "answer" so this is my reply to the comment posted below by Bigorange in answer to my experience with them.
I had shopped with Bigorange (a company based in Devon) on numerous previous occasions, so I am very surprised by their attitude and even more surprised by their current version of events, which quite frankly, is a tissue of lies. The waiting period of two weeks was after you had received the returned item. You may have tried to call me on the phone after the product was tested, but we didn’t actually have a conversation. Your own email (of 30th Jan) will prove that. You didn’t pay for a courier... someone from Gul was in your office to pick it up (according to your email). And... "in the interest of customer service" you refunded me? No, you didn’t refund me until I asked Gul myself to re-test them and they then found them faulty; It was after that I got the refund from you. Lets be clear about this... they were a brand new, unused item; they should have been refunded the moment they were sent back to you. And as for your comment in the email (where you stated they were found not faulty) that I "could arrange collection in due course"? That is contemptible. I could arrange collection? From 700 miles away?
In conclusion then, your statement "your review as it is not quite our recollection of events" is a complete fabrication. My version of events is the true version. And... I have the emails to prove it.
1 February 2018
Unprompted review
Reply from Big Orange Watersports
Hi James, I am saddened to see your review as it is not quite our recollection of events. As you point out in your email, we do ask that buyers kindly contact us if they have any issues with their order. As you know, you sent the item back with another item you wished to return, prior to us having any contact and, at the time you posted the item, we were unaware of the fault. We discussed this on the telephone after you emailed us regarding the return, already in transit. On the day we received the Saco trousers at our office we paid to courier it to Gul same day, with your covering letter explaining what you felt the fault was. The trousers were inspected by Gul on receipt and we were advised that the Warranty Department could find no fault. Gul returned the trousers to us and we telephoned you on the same day with Gul's findings and read you their report. From our perspective we understood that Gul had thoroughly inspected the garment and were only confirming their findings to you. I know that this is not what you wanted to hear and we then arranged for the head of the warranty department to call you personally, which they did, same day. In the interests of customer service, we refunded you in full for the item. The only delay in the whole process was whilst the item was in transit back to the UK from Ireland, which was frustrating for everyone. With this in mind, as a Company, we were prompt in the handling of the item once received from you, and kept you fully informed with phone calls. Sadly issues arrive from time to time with orders which I can see you have encountered before from your other negative reviews left for other companies. We always have our customers best interest at heart and will always endeavour to do our best when things don't quite go to plan.
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