Poor retail experience - online and stores
The negative comments from previous reviewers are legitimate and reflect my own experience.
Couldn't fulfill my online order. Followed up with call centre and got the 'different offices' excuse. Was instructed to call around stores directly myself then in the end they refused to ship across state lines. An outdated retail model that will probably see these guys go under in the modern, digital world.
- Verified customer
Reliable postage, great customer service, good product and price.
Bought a down jacket from Rays website for my sister as a gift. It fits perfectly with enough room underneath for a jumper. Bought the size 8 in Red and she is a size 8 Australian, fits perfectly. Looks great on her, doesn't make her look like a Michelin man, and is very comfy. Postage time and reliability was good, and it arrived in great condition. Customer service for advice from both online and instore was fantastic.
September 18th 2018 Update: 10 Star Service, great products and prices!
As I have trouble finding shoes or boots wide e...nough at the front, I rang the Enfield store first before purchasing online. Anita of Rays at the Enfield store was great, she was happy to measure the insole of a pair of Ahnu hiking shoes for me and advise on the sizing, so friendly and helpful! I also later rang customer service about my Rays member credits, and Amy was fantastic in her friendliness and was extremely helpful. And! The boots arrived at my door the next day! They fit perfectly, and look and feel great. This is my second purchase from Rays Outdoors, and I couldn't be happier with how they made me feel like a valued customer, and provided very good quality items at a great price. 10 Stars to Rays Outdoors staff.
Love the service.
The service is second to none. I recently received a 20.00 rewards bonus just for being a customer. Who else does that. I bought a Columbia t-shirt with it and after discounts it cost me 1.75 in cash and then bought a discounted Outrak long sleeve t-shirt with zip up neck for 14 .50. Its an excellent shop with excellent products and i would always shop here over anaconda or bcf.
Expiry date on gift cards
Since we've travelled a lot over the last 18 months we received a Rays gift card for Christmas. We were shocked to find that there was a 12 month expiry date on the back of the card! There was extensive media coverage and criticism a few years ago about expiry dates on gift cards. Since then every retailer we are aware of has relaxed this outrageous rule. But not Rays!
Get with the times Rays Outdoors! Trying to increase forced purchases at the cost of losing customers is a very unwise business tactic.
We have requested our family and friends not to get us any more Rays gift cards.
Tagged on shelf special for hiking boots at 114 then scanned at 225. Sales assistant then virtually
Very very poor customer service. Accused of changing special tags. And she still had the nerve to sell me the boots. Btw tag was for the product I wished to purchase. It is not the customers fault if products are not tagged correctly
I have been a member with Rays for years. I was of the understanding that you got reward dollars held in credit for purchases based upon what you have previously spent. I was never made aware of the fact that these have an expiration date of 12 months.
Today I was in store and asked what my reward total was, I was expecting several hundred dollars as this is what it was when I had previously asked. Their answer nil.
I am for sure not ever coming back to this store again. They are not cheap and only of benefit with their credit rewards.
There are plenty of other retailers to choose from.
I was not notified my credit had and expiry.
I was not notified my credit would soon run out.
- Verified customer
Excellent On-Line Company
I purchased a Wanderer Gazebo on line and they sent me another brand and the zipper broke immediately on the cover. I found their customer service excellent. All the ladies who answer the phones there are super helpful. Unfortunately there was quite a bit of going back and forth and the final outcome took some time. However, as mentioned earlier their customer service couldn’t be more helpful. I finally received the Gazebo I ordered and all is good. I received an email from PayPal to say that Rays Outdoors had refunded the cost of the Gazebo. I...phoned Rays Outdoors to let them know of the mistake and they told me it was a goodwill gesture as I was mucked around a bit. How’s that for customer service. I would definitely recommend this company and would purchase from them again.
We recently went to Rays outdoors to purchase our first family tent. We had no idea what we were looking at and what would suit us. As soon as we walked we were greeted and asked if we needed help. The employee then spent the next hour with us showing us all the things we NEED and then extras that would HELP. We weren’t pushed into anything and felt no pressure at all to purchase anything. We came back a few days later after being told it would be on sale in a few days and purchased everything at once. Great service. Hoppers crossing store definately recommend
WARNING: Keep away from online ordering!
Placed an order online. Parcel arrived - trouser sizing all wrong. Trying to return for refund. The contact number in their returns policy has been disconnected! No reply to email. Stuck with expensive clothes that don't fit. This is usually the behaviour of a company about to fold, so don't risk your money with online orders!
- Verified customer
Will not order from here again. 6 weeks and still waiting for my order to arrive. I live in Melbourn
This has got to be the worst customer service I have ever received. It's 6 weeks and counting since I ordered my webber bbq stand from http://www.raysoutdoors.com.au/ (and I'm based in Melbourne!). After 2 weeks I emailed customer service, and they didn't respond to me. I then emailed them 3 times a week later, and they only got back to me when I made a phone call to their head office. They finally get back to me after I reached out AGAIN, and said "your order has been lost in transit, would you like a refund or us to send through another". I'v...e requested a refund around 4 days ago and have not heard from them despite my second email. I don't care who's fault it was about my order, your customer service was appalling. Will never order again from here.
Giving up on getting refunded for faulty product
It's been months emailing backwards and forwards asking for a post paid bag to be sent so I can return a faulty camping light that failed me on the first use. It cost me lots of money as I lost market sales due to my gazeebo being in darkness and still it's not resolved.
Won't buy from them again
Not happy, Ray!
Problems in order of occurrence
1. Website allows ordering of out of stock products. User is obliged to manually remove these right at the end of the ordering process.
2. Website will not accept a post office box as a billing address.
3. Shipping charges are inconsistent. A $100 order of less than 1 kg costs as much to ship within Australia as a similar package from USA. Free shipping offer was not available in my area, only 1 hour from Melbourne.
4. Click and Collect arrangement is useless. I had to pay the shipping charge, even though th...
Online ordering nightmare.
Shoes were ordered on 8/12 (guaranteed delivery before Xmas for all purchases made before 13/12) and when delivered on Monday 19/12 they had picked the wrong shoes from the warehouse (low cut shoes that look nothing like mid hiking boots). Staff through the whole process have been so unhelpful and it has taken too long (still have not received the correct shoes as of 2/1/17). Express post had apparently been arranged for the 20/12 and currently still awaiting delivery. Poor service considering I initially paid $20 postage with this company to have the shoes delivered and other stores I ordered through on the same day had free postage and delivery took 3 business days NOT over 3 weeks and counting. Very poor.
- Verified customer
Terrible Steel Cap Boots
Bought a pair of Magnum boots for approx $200. After wearing them for around 1 week, i couldn't help but feel a painful physical sensation in the middle of my foot and it got worse day after day. I figured that it may be due to standing/leaning on my right foot too much, but after i had bought a second pair of boots (Target brand actually) the pain started to reduce after a few days. I went back to try on the Magnums and the pain came back after a few minutes so I decided to check inside insole of the right boot, and felt a fairly raised bump a...long the edge. This is what had been digging into the bottom of my foot and causing me pain. So after i realized that, i right away called Rays Outdoors in Watergardens, and let them know about the pain/ discomfort and asked for a refund. It had only been 2 weeks since i bought them and i still had the receipt. The staff member refused my refund and told me that there is nothing they can do. So now i have a pair of boots here that are going to end up in the bin. I will not be shopping / recommending this store to anyone!
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