"We placed an order for 3 items on the 8th December.

We immediately received an order number via email, which listed the 3 items.

On the 12th December, we received an email stating that the order number had been sent - but it only showed 2 items. The 2 items arrived in a few days. The third (and most expensive item) didn't arrive.

We contacted them by filling in one of their online forms - to which we've had no reply. We've sent them an email direct to their 'Customer Services' - to which we've had no reply.

We simply want our money back (£29.00), for the item that we've paid for (over three weeks ago) and not received.

This is very poor service from Pro:Direct; if they can't supply us with an item that we've paid for, they should refund us.

We've contacted them twice and they've simply ignored us - what do we do now ?

Has the company has folded ? Can I get my money back for the non-delivered item ?"

"I ordered two rugby boots. Only one was dispatched, I promptly raisec the issue to the customer service team of pro direct rugby (I think that "AMATEUR DIRECT RUGBY" would be a more suitable name for the company as these people are very unprofessional for the reasons I will describe in this review!).

After immediatedly raising the issue to the customer service team via e-mail and getting a blurry 1st reply (as apparently the customer representative in question couldn't even handle a copy/paste and pasted the same item twice!),and having clarified this first misunderstanding, I was told the item that was yet to be dispatched was going to be dispatched shortly and that I was going to get an e-mail when the boots were indeed dispatched.
Of course and as you can imagine this never happenned. A week went by and I sent another e-mail. Again, they did not reply, and so I sent another. And then, someone replied referring to the item that was indeed dispatched but not to the other one that wasn't dispatched (imagine for a second if my order would have had more than two items!... I can only imagine them saying "mate, this is harder than quantum physics!"). I sent another e-mail, and then another, and another, I sent them messages through their Facebook Official webpage, I tried and called them via skype (as I'm located in Australia) to number provided, I sent them another e-mail (this time providing my mobile number and asking if I could pls get contacted by anyone in their customer service team), and another one, and so on. They never replied. I had to come to this webpage to get a reply, and so I did, and I got contacted by poor "Jai" (you can reach him/her at ****@****), who I'm sure and judging by the recent significant amount of negative reviews "pro" direct rugby has been getting, has apologized in the last couple of days more than he/she'll ever apologize in the rest of his/her life!. And so, "Jai" apologizes and explains he/she has contacted their warehouse team to investigate the state of my order. I then ask to escalate this issue, as I need to get the boots (which were a christmas present for one of my children) before a certain date, as I'd be flying home for christmas (from Australia). This is when "Sharon" (whom you can reach at ****@**** -I SUGGEST YOU ESCALATE ANY ISSUE YOU HAVE RIGHT AWAY, as, again, the customer service team is very incompetent -for lack of a more politically correct word-) jumps in. This is when the old saying "a fish rots from the head down" starts making sense in this whole hassle. "Sharon" doesn't do absolutely anything but only apologizes and assures me poor old "Jai" is doing his/her best to get my order on track (note that by then, I've already sent more than half a dozen e-mails to try and get a reply from anyone, facebooks msgs, etc). To which I reply explaning my situation and thus I needed a response urgently. To which "Sharon", apologizes once again assures me her subordinate is doing his/her best to get the order status (at this stage I started to suspect that "Sharon" was an automated e-mail response, but a bot would probably have better writing skills and so I concluded Sharon was indeed a person in a managerial role).

Next day, again, an e-mail to poor "Jai" asking for an update on the situation of my order. And so, and once again, "Jai" had to apologize and confirmed what I suspected from a very beginning. THE ITEM IN QUESTION WASN'T IN STOCK. In Jai's own words
"They have explained that unfortunately the item that you ordered encountered a problem when our team went to pick the item from our shelves. Our system showed that there was sufficient items left in stock, however when we went to pick the item for you it was found out that this figure was incorrect. As result your order was stuck in an erroneous state.
Therefore, I can confirm that we do not have the product in stock and we are unable to send the item out to you.
Again, I'm incredibly sorry for the inconvenience that this has caused and the time that this has taken, and have arranged for the item to be cancelled from your order and for the funds captured for the item to be refunded back to you - as you have used an international card this can take 10-15 working days to clear however it is usually quicker.
In addition to this I will also be actioning a refund of the full delivery costs paid for your order to your card - again this can take between 10-15 working days to clear and I will keep an eye on both of these refunds to ensure that they are successful.
Once again I offer my sincerest apologies for the confusion and inconvenience that this has caused."
Note how Jai is constantly apologizing and had to unilaterally make the decision of my refund (not giving any other option) -WHICH I HONESTLY DON'T KNOW IF I'LL GET!... WILL I GET MY REFUND, "PRO" DIRECT RUGBY!?...-, which if it happens it will take 10 to 15 working days.
And so I ask "if the warehouse team was aware there was no stock, why didn't I get notified promptly?" but then again if "Sharon", who is a manager, doesn't care about the company's customers, why would the little guy in the warehouse care???... IF A MANAGER DOESN'T LOOK AFTER THE COMPANY BUSINESS, WHY WOULD HIS/HER SUBORDINATES WOULD!?... "THE FISH ROTS FROM THE HEAD DOWN"....

IT'S CLEAR TO ME THAT PRO DIRECT RUGBY IS A SCAM, THEY TAKE ORDERS WHEN THEY LACK OF STOCK AND THEN THEY HOLD THE MONEY FOR A SIGNIFICANT PERIOD OF TIME. THIS IS A SCAM.

I replied to Jai's last e-mail asking for a compensation and , because this whole thing was a huge hassle (and it will be from you if you buy from them!), I do not think that a refund of my money that I've paid for the item + the delivery cost was enough and it's not, my definition, a compensation (again, this is my money -which they are still pending to pay me back).
"Sharon" then replies of course, apologizing, and then tells me:
"I am highly confident as a senior manager that Jai has done everything to appease this complaint and has done everything we would offer for this situation we would not offer further compensation for this issue at this time. Please do be assured that your complaint has not been hidden and we have conversed to our management team and we have all agreed that jai has offered what we as managers would offer at this time for the item not being able to be fulfilled.".
Note the grammatical errors that "Sharon" makes in her e-mail (which not only confirmed she's indeed a person and not a bot but also made me read her response a couple of times as it was hard to understand what she was trying to say).
And so, as you can also note, the whole management team has agreed that a refund for an item that was not dispatched and that it took them more than 20 days to confirm there wasn't any stock (not to mention the amount of my e-mails I've sent/ time I've spent trying to get an status of my order from them), plus the 15 working days (3 weeks) that it could take for me to get my money back, is indeed "compensatory" enough. This is customer abuse and if provided with a UK's ombudsman contact details, I would not hesitate to report, but, for now, I'll stick to this review.
If any manager other than "Sharon" reads this e-mail -as "Sharon" has shown no interest in this company's ex customer-, I would gladly discuss this whole incident with him/her. But I honestly don't think this is going to happen, because "the fish rots from the head down.".

Thanks for waisting my time, "pro direct rugby".

So, again, AVOID THIS RESELLER IF YOU WANT PROFESSIONALISM AND COMPETENCE. INSTEAD, GO TO OTHER RESELLERS LIKE LOVELL RUGBY.
"

"Only their website looks professional this trick me purchase from them.
This link might be helpful to report to them

https://www.gov.uk/complain-about-a-limited-company
"

"My son put his new shoes on to see if they fit, walked around the house for a second, and noticed they were too big. I returned the shoes and was sent a notice saying they would not replace them...due to them showing wear on the bottoms. My son walked around my clean floor and never outside. I advise everyone not to try their shoes on and walk around in them.....try a better company with a decent return policy that takes care of it customers!!!"

"No idea why there are so many negative reviews? I got my shoes delivered to me in a week and couldn't be happier! They are the real ones and look great!"

" The shoes arrived in a box stating size 14 the order stated size 14 however the box contained size 10 I had to pay £12 to have the shoes returned. I did ask for a postage refund but has not happened. Not happy I’m £12 out of pocket."

"Part delivery, only after weeks of ordering. Customers service is trained to con you. You will never get your the goods you paid for.

Wrote them emails; no replies. Called them; lied to

Lost £50 in this transaction"

"Refunded part of money for faulty item.paid postage and promised get money back..untrustworthy
JaafarMusa "

"Ordered & paid for some boots in August. They cancelled my order without informing me & have STILL GOT MY MONEY! I've called 4 times & each time am told the refund will be "transferred today". 3 weeks later: STILL NO REFUND. I suspect they are in financial difficulty."

"It is clearly evident that this company have grown too big too fast. Cant deliver Saturday anymore, no customer care, broken promises of managers calling back. Took my payment, refused to ship goods unless I sent copy of bank statement???? GDPR. Unable to speak to their dept whom handles this. I’ve used this company for years but it is sadly time to go elsewhere - will be using Nike.com direct from now on. Professional, trustworthy, and have an infrastructure to cope with volumes of sales"

"Terrible bunch to deal with. Paid for my order weeks ago, one item turned up. Despite numerous attempts to chase them for an update, no-one came back to me. Whether I'll ever see my money back or my order turn up, I have no idea....go elsewhere for your sports goods"

"I usually don't take the time to write reviews but thought I should with all the negative ones posted lately. I ordered 2 x Adidas rucksacks late Thursday afternoon and they arrived yesterday morning. I read the reviews after ordering and have to say I was worried but shouldn't have been. Really impressed. Received confirmation that they had been despatched on Saturday with how to track the package. Also bags were £10 cheaper than everywhere else. Very Pleased"

"This company also trades as ftsports.com
They took my order 9 weeks ago. My dad had also ordered also his order did arrive but far too small. I contacted the company who offered a refund. I now have no products and no money. I have contacted the company on numerous occasion but they just fob me off with international procedure for refund and say sorry. Nearly 9 weeks later I’m still waiting. I want a refund ASAP !!! How dare you steal my money SHAME ON YOU !!!!"

"I ordered a pair of Vans trainers that were showing available. After I paid via PayPal I was sent an email from Pro Direct informing me that the item was not in stock...i would have not ordered if this was stipulated when ordering.
I then called the customer services yo enquire about this and I was reassured that a new delivery had been received of such trainers and were in the stock room. I was told this would be dispatched in a couple of days.
A week later.. nothing arrived and I have not heard from them.
I have sent 2 emails requesting am explanation or a refund that have not been answered and also made several phone calls to their customer line that, after over 15 minutes waiting, have been disconnected saying they are too busy.
I had to contact PayPal to open a dispute and cancel the payment instead, and will definately be referring them to Trading Standards.
I bought my trainers elsewhere that where delivered the next day.
Stay clear from this company as they are a con!!! Worst customer service I have ever experienced and will lie to the customers to avoid refunding."

"Poor experience with this company who provided me with a size medium flip belt for running. After I had worn it and on the card it stated size 6 to 8. Never in my life has a 6 or 8 for that matter been anywhere near a medium. I have emailed them to complain and they offer me no resolution. I will
Not buy from them again. "