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Proviation customer care problems

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Proviation customer care problems

Old 7th Dec 2013, 18:18
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Latest review on TP by Robert Yarwood:


Very Poor - non delivery and no refund

I ordered a Trackclip Pro on the 9th September for 34.00 and payment was taken from my card on the following day. The website stated 5-7 days for delivery yet I'd received nothing by the 17th so I chased via the online chat and got no answer although I did receive an email later advising they were waiting from the distributor to re-stock so fair enough I waited.
On the 4th November I tried the online chat to check the whereabouts of my order, having got no response to that request (bearing in mind the website was still saying 5-7 days for deliver) I asked if I cancel my order would I still get a refund. I was not asking to cancel the order but that is what Proviation did.
The cancellation email advised that a refund would take 7-10 working days however on the 9th working day my bank had seen no sign of the refund and stated it should only take 5-7 days in their opinion, so I emailed Proviation who asked me to leave it another 24-48 hours and they would manually escalate of not received.
I left it a further 4 days and still no refund so I asked if they intended to actually refund.
10 days after that I still had received no refund so I emailed again where I was now being told that a cheque would be sent.
That was a week ago and now my emails are not being responded too.
In the meantime I ordered a Trackclip Pro off Amazon and it arrived the following day, I know who I'll be shopping with in future.
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Old 12th Dec 2013, 22:50
  #322 (permalink)  
 
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Trustpilot customer has money withheld

Do not use as they are incapable to sending you the order or refunding your money
I ordered a bag mid October for a present. Several e mails saying the order had been delayed still no bag by November. So I asked for a refund, 6 e mails later still no refund and they had stopped replying to my e mails. Even after a phone call they were unable to e mail me back to explain why the money had not been refunded.
After 2 months I have not received my money back!
Would not use this this firm as they are incapable of doing what they say.
Mary Meehan
Milton Keynes, GB
Credit: www.trustpilot.co.uk 12/12/2013 8.50pm
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Old 12th Dec 2013, 22:54
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Reviews.co.uk

Now showing up on this review site, probably because it cannot be manipulated like Trustpilot


7 weeks ago I placed an order with this company. They debited my credit card straight away, almost 300 Euro, and I have never received my order. Every time I ring I get an answering machine, and they never return your phonecalls. They ignore emails, and in 7 weeks the only communication I have received was an email saying they would investigate. They never got back to me. I have demanded a refund in writing via email, and verbaly via voicemail, and these requests have been ignored also. I will never use this company again. There is a word in the dictionary for people who take money from you under false pretences'.

-------------------------------

Alan Johnstone Order No. O-23714

Order Cancelled After Non-Delivery, Still No Refund

On 9/10/2013 I ordered and paid for an item. According to their website the item would be dispatched within approximately 7 days. On 15/10/2013 in response to my email, I was told that the product hadn't yet been received. On 29/10/2013, following numerous unanswered emails, I was told that they still didn't have stock. So I finally cancelled my order on 4/11/2013 and was advised by return email, that a refund had been processed. I have sent many emails saying that the refund has not been received with the occasional response asking me to check my bank again in 24 to 48 hours. As of 21/11/2013 I have still not received a refund.

---------------------
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Old 13th Dec 2013, 18:00
  #324 (permalink)  
 
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Same experience for me.

Ordered an item that was shown as 'in stock' on 20th September, payed by Paypal and the money was taken the same day.

Then it started: a series of platitudes, excuses, sweeteners and false promises.

Despite their claims of commitment to customer service they only ever contacted me on my initiative.

Finally on 7th December I had had enough and asked for a refund. since then all attempts at communication have been ignored.

I found out yesterday that I can't claim a refund through PayPal as the original transaction was made over 45 days ago.

Despicable service.
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Old 13th Dec 2013, 18:17
  #325 (permalink)  
 
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Go back a couple of pages and read the instructions about taking Nick to the small-claims court.

Your experience is the same as so many others. You can read back over two years and see that this is nothing new. It is not teething troubles as "Andrew" has been told, related in his TrustPilot review
"I gather Proviation is a small family-run business and have suffered their share of teething problems, particularly with regard to logistics. Hopefully experience is helping them improve this side of things and to realise that it pays to be straight with their customers"
I beg to differ. I suspect that Nick has never learned that it pays to be straight with customers. Proviation is five years old. I can find accounts matching this experience going back for at least two years - see this thread. Teething troubles? To claim so is beyond credibility.

Oh... and some of you may find it interesting to note that Nick is telling his customers to "avoid contact with Paul Kerry for their own good."

He is also claiming that he is involved in a defamation case against me, according to an email I received from one of his "customers".

Right now, the only place a defamation case is taking place is in his own fantasies.

If he really wants a defamation case, I may be inclined to give it to him.
Keep on accusing me of defamation, Nick. Please, do. I warned you not to take me for a mug or a soft-touch.

Paul..

Last edited by PaulKerry; 14th Dec 2013 at 11:26.
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Old 13th Dec 2013, 18:20
  #326 (permalink)  
 
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If I were running a mail-order drop-shipping Internet shop, I'd need very little capital.
If I were p155- poor at my job, or had a total lack of decency, morals and ethics, I'd keep advertising stuff I knew wasnot available to me, so I could get in cash from trusting punters. When they realised i was a straw-man, I know a fair number would just write it off to experience.

GREAT!!! money for nothing (alright, I have advertising costs) but some of the punters will kick off! they actually expect me to supply something for their cash....BUGGER! I'll have to use some of those forward payments to give a refund to the shouters,- that way, the payments will keep rolling in until the 5h1t hits the fan....that won't matter, 'cos if the pot is empty, they won't get anything....and i'll have had a good run of money for nothing.....beats working in an honest job.

If I were a punter with a hole in my bank-account, I'd SUE BLOODY QUICKLY before the balloon goes up and i'm one of the unlucky ones who's cash paid for refunds and mr. conman's lifestyle.

DO NOT BE A WET, HAND-WRINGING MUG.....GET YOUR CASH BACK NOW.
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Old 14th Dec 2013, 13:19
  #327 (permalink)  
 
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From Grahame Thomson, Jersey, GB on TrustPilot:

Do not use this company

Ordered solar transmitter 1 year ago received neither order or refund despite sending
emails almost monthly. Terrible after sales service and customer care, Do not use.
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Old 15th Dec 2013, 16:09
  #328 (permalink)  
 
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Here's part of an interesting post from Alex in response to the TrustPilot review written by "Andrew":
We agree that communication and honesty is very important and we're making sure this is reflected in all our operations from now on.
That sounds to me very much like an implicit admission that it has not been until now. Has it really taken them 5 years to decide to be honest and communicative? Or, is this as I suspect, just lip-service? After all, I heard very much the same claim from Nick's own lips nearly a year ago. Though since then there have been countless more people paying for products which were advertised as "in stock" yet clearly were not and then having their requests for delivery or a refund falling on deaf ears.

A quick check to see if their website now reflects the truth reveals the following:
Their "Trusted Shops" certificate is still "disabled" yet they still display the logo.
Clicking on their "Verisign" logo returns "Unable to validate this seal".

The same old story can be found time and time again, here: The Proviation Pilot Shop: Reviews of www.proviationshop.co.uk online shop: ShopSafe.

In their rankings they are 65th out of 66 in the "Outdoor Activities" category.

What else can we find on Proviation's website?
Proviation is growing in reputation as a leading pilot shop in Europe...
Since when does 5th out of 5, 65th out of 66, 40th out of 45 or 35th out of 46 qualify as "leading"? By what stretch of the imagination does bottom of every list meet the definition of "leading" ?

I guess that depends upon in what he considers himself to be leading. Right?

Paul..

Last edited by PaulKerry; 15th Dec 2013 at 22:42.
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Old 16th Dec 2013, 12:43
  #329 (permalink)  
 
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A "flagged" review has just been reinstated.
Reposted here before it disappears again - perhaps someone would like to contact the author, direct him to this thread and suggest Small Claims Court as a means of resolution.

From Nigel Hendry, Leeds, GB - 5 days ago
"Do not purchase anything from this company"

On the 10.9.2013 I ordered a go pro camera which by the 11.10.2013 did not arrive so i cancelled the order. Proviation said the refund would take between 3-10 days by the 7.11.13 still no refund so I rang and rang and rang and rang and rang, I was then told that there was a problem with pay pal and they would sort it out asap. Still nothing, so I rang on 25.11.13 and left a message saying if I had not received my refund by the end of the week I would contact Trading Standards. I received an e mail saying "best wishes"!! Today (11.12.13 ) I have contacted trading standards.
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Old 16th Dec 2013, 21:49
  #330 (permalink)  
 
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The two latest reviews:
This must be Nick's new commitment to honesty and communication in action(!)

From Trish Walker
DO NOT USE THIS COMPANY EVER

I ordered Zeal Optics Transcend ski goggles at a cost of 299 on the 5th September 2013.

I was told that they were out of stock but I should receive them within 10 days.

After numerous emails and calls I decided to cancel the order on the 28th October.

It's the 16th December and I'm still waiting on a refund. The company now ignore my calls and emails.
From Coastal Kits ,Blackpool, GB
NIGHTMARE SHOPPING EXPERIENCE PLEASE AVOID THIS COMPANY

Ordered a Leather Flying Jacket in July 2013 for xmas present for my husband at a cost pf 139. Was immediately informed that the item was out of stock and were expected in 7-10 days.
After still no jacket by November, was informed by Proviation that there was still no stock and a further delay of 1-2 weeks.
Got fed up of waiting (5 months!!!) so asked for a full refund. Was informed by e-mail (Nick Ross) on 2 Dec that the refund had been processed.
STILL NO REFUND!!!!
Have tried several times to telephone with no response and have tried live-chat many times - whoever is on the end usually goes off-line when you start to ask questions???!!!!

All-in-all a nightmare experience using this company who spout all the right 'corporate' customer service promises on their website, but actually do not provide ANY customer service.
AVOID AT ALL COSTS unless you want a stressful shopping experience.
Unfortunately my next course of action will have to be Trading Standards.
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Old 16th Dec 2013, 22:26
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To WHAT aim?

The majority of disgruntled customers have already given up trying to contact Nick through a resounding lack of response. Did you not read this thread?

I recommend directing all further communications to the Small Claims court.

Paul..
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Old 17th Dec 2013, 15:29
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I hardly think that a torrent of emails will overload him.
He can (and possibly does, given the evidence) simply choose not to read them.

If every disgruntled customer were to make reports to their credit-card company, the various trading and advertising standards authorities and to lodge a "Small Claim", that is far more likely to give him something to think about. Don't you think?

Hit him where it hurts him most and where it is most likely to make a difference to his behaviour - in the pocket !

Paul..
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Old 17th Dec 2013, 17:34
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I immediately thought "...the nose..."
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Old 17th Dec 2013, 17:37
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Between the eyes or between the pockets?
I think I know which would hurt most...

Paul..
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Old 18th Dec 2013, 19:46
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Now on the BMAA

Now there is another forum set up on the prestigious BMAA website.
poor Microlight pilots have also suffered.

BMAA Forum
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Old 19th Dec 2013, 06:53
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As Nick says on his website - His reputation is growing.

Paul..
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Old 19th Dec 2013, 09:06
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How it should be done

Let's face it: even the best retailer occasionally runs out of stock or cocks up a delivery.

Just in case Proviation customer service is still reading this thread, here is a message I've just received about an order I have placed with Amazon:

Hello,

Please be advised that we have a revised delivery date for the items you ordered on December 12 2013 (Order #XXX-XXXXXXX-XXXXXXX).

"(Product detail removed by me: JZ)"
Estimated arrival date: December 21 2013 - December 24 2013

For more details, please visit the Your Account section of our web site :

"(Actual link to my order removed by me: JZ)"

You have not yet been charged for this item. We do not debit money from your payment card until just before your items are dispatched. We will send you a dispatch confirmation email on the date of dispatch.

Regards,

Customer Service Department
Amazon.co.uk
Amazon.co.uk: Low Prices in Electronics, Books, Sports Equipment & more


How hard can it be to behave like that?
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Old 19th Dec 2013, 11:01
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Sone aviation companies are just as good

I could not agree more - just tell the truth

I was disappointed that flightstore, who I buy regularly from had run out of the Jeppesen pro logbook when everyone else said they had it in stock. Turns out that it does not exist!

This description is the only one I can find. This is proactive and not trying to take customers money for products that don't exist

"This logbook is being completely revised by Jeppesen. As your Jeppesen authorised dealer for the UK we will make available this product as soon as we have received the initial stock. You can click the "Email me" link and as soon as the item is in stock you will receive a simple text email informing you of the stock status."
http://www.flightstore.co.uk/pilot-supplies-c1/pilot-log-books-c131/professional-pilot-log-books-c133/jeppesen-jar-fcl-professional-logbook-new-easa-version-p656

So I fully concur ..... How hard can it be?
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Old 19th Dec 2013, 11:13
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even the best retailer occasionally runs out of stock or cocks up a delivery.
Indeed. The key word here though, is "occasionally".

There's a difference between running out of stock from time to time or stuffing up a delivery once in a while and habitually taking money for "in-stock" items which are not actually available for dispatch then not responding to a customer who is out-of-pocket and silencing or burying unfavourable reviews.

There is a good reason that Bloviation are at the bottom of every category list they've selected so far - Because their issues aren't simply the occasional hiccup which would be expected of any retailer.

Their reputation has spread to here, too:
FLYER Forums ? View topic - Proviation

How hard can it be?
For an honest and ethical businessman, not hard at all.

Paul..
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Old 19th Dec 2013, 11:44
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If I had a crystal ball......
This company has had, to my mind, too much adverse publicity to survive and expand in it's current incarnation.
If the sample of complaints is representitive, the cost of "firefighting"admin. time and refunds / compensation / "bribes" must seriously eat into a drop-shipper's margin.
Unless this is a "back-bedroom, part-time" enterprise, the staff and owner's wage-bill will probably be in excess of the slim profit on those goods which actually do get shipped in an efficient and timely manner.

As A supplier /"partner" I would want cash up front, before shipping my stock to his customer.
Indisputible, is the cavalier attitude that proviation has towards fulfilling their supply contract with customers.....perhaps many suppliers have been bitten or shied away as well?
There is, demonstrably, NO shortage of goods in circulation, just that Proviation seems unable to get retailers to ship for them......I wonder why!
Gazing into my ball, I see a" business" that is existing by using deposits and revenue from unfulfilled orders , to repay "screamers" pay staff and overheads and fund the owner's lifestyle.
I could suggest it's a" Ponzi " scheme ....that relies on everyone believing in the honesty and integrity of the supplier.....funds pour in in sufficient quantity to repay the loudest screamers and skim the rest......but eventually, even the Madhoffs and Enrons collapse.

I really hoped I was wrong and this was a young company finding it's feet.

Nick, If you're still reading this,- get out before you become labelled a petty swindling crook.
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