Thought I'd outline my recent experiences with MacTackle.com.
I ordered 5 Rapala lures from them on 22 June. The items were out of stock but I was told they were due in 14 days.
On 9 August, when I still hadn't received my order, I contacted MacTackle.com. I was again told they would take 14 days to arrive. At this stage I reduced my order from 5 to 3 lures and asked for a partial refund.
I finally requested a full refund on 5 September. Since then I have received no refund and no acknowledgement of any of my emails since 24th July. The phone number on their website is disconnected and their other number was only answered once, and I had to leave a message.
I'm outlining the facts so people can make up their own minds. Personally I'm quite disappointed as I've paid for goods that I have not received, and I cannot contact anyone at MacTackle.
--Jonathan
Experiences with MacTackle.com
Moderator: donal domeney
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Experiences with MacTackle.com
[size=75][i]"Pier fishing was, indeed, an eccentric, unproductive and extremely dull occupation, and even if we'd posessed the necessary heavy plant we decided not to attempt it."[/i] Chris Yates, Out of the Blue.[/size]
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Donagh wrote:If you've paid by credit card and the account has been debited and you've allowed 28 days delivery then you should complain to your credit card company. Their should be procedures in place for dealing with non-delivery of goods.
Donagh
Does the same apply when using PayPal? Maybe I need to complain to PayPal instead.
[size=75][i]"Pier fishing was, indeed, an eccentric, unproductive and extremely dull occupation, and even if we'd posessed the necessary heavy plant we decided not to attempt it."[/i] Chris Yates, Out of the Blue.[/size]
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Eoghan wrote:Gotta start using veals mate. I have anything I order within 3 days. Savage stuff
I usually use veals, but thought I'd give an Irish company a shot. Plus, their Rapalas seemed like good value at the time at €8.
As I said in my original post, I reduced my order from 5 to 3 lures. I ordered the others from veals. They arrived in about 2 days.
As George W. Bush might say, "Fool me once ..."
[size=75][i]"Pier fishing was, indeed, an eccentric, unproductive and extremely dull occupation, and even if we'd posessed the necessary heavy plant we decided not to attempt it."[/i] Chris Yates, Out of the Blue.[/size]
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Donagh
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I know nothing about paypal sorry. Had a similiar experience with a english fly by night web site but eventually got the goods. The credit card company told me about the above but the mail order company took 2 months to debit my account so as far as they were concerned it wasn't an issue until the 28 days were up.
Donagh
Donagh
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It seems PayPal have a dispute resolution process, but it doesn't cover my type of dispute. :( :?
[size=75][i]"Pier fishing was, indeed, an eccentric, unproductive and extremely dull occupation, and even if we'd posessed the necessary heavy plant we decided not to attempt it."[/i] Chris Yates, Out of the Blue.[/size]
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croppyboy
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Seems to be nothing new with this crowd I'm afraid. Just do a search of the site till you see. From my own experience, their prices are about the only attractive thing on offer. Ordered 3 plugs from them once, took weeks to arrive and one was a substitute as they didnt have the other in stock....a joke. Avoid like the plague, there are much better mail order crowds out there who treat their customers with some form of respect. It would be nice to support an irish site but not with standards such as those.
Fluff chucking is the new black..... Rampant Wreckfish is a fly angler in denial 
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Adam S
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Hi
yes i would agree with all the above. i ordered a lot of gear from them in the past. the first few orders were fine, the last three or four a disaster.
i gave them a few last chances as they are a local company, but i have used them for the last time
five thumbs down!
yes i would agree with all the above. i ordered a lot of gear from them in the past. the first few orders were fine, the last three or four a disaster.
i gave them a few last chances as they are a local company, but i have used them for the last time
five thumbs down!
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Livid
http://www.sea-angling-ireland.org/bull ... php?t=6427
Hmmm... not the greatest reviews overall. Maybe the poster representing them in the above thread could return once again but i doubt he'll bother.
Hmmm... not the greatest reviews overall. Maybe the poster representing them in the above thread could return once again but i doubt he'll bother.
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teacher
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I wonder has anyone receiced goods from mactackle recently? It doesn't look good.
I suggest anyone who has an outstanding order should request an immediate refund. If they can't make contact, then start the paypal dispute process (tab near top right on palpal account page).
PayPal will only handle disputes up to 45 days after payment. Since it's 3 months since I made my payment, I'm out of luck. After the 45 days, you'll have to try your luck with your credit card company.
I suggest anyone who has an outstanding order should request an immediate refund. If they can't make contact, then start the paypal dispute process (tab near top right on palpal account page).
PayPal will only handle disputes up to 45 days after payment. Since it's 3 months since I made my payment, I'm out of luck. After the 45 days, you'll have to try your luck with your credit card company.
[size=75][i]"Pier fishing was, indeed, an eccentric, unproductive and extremely dull occupation, and even if we'd posessed the necessary heavy plant we decided not to attempt it."[/i] Chris Yates, Out of the Blue.[/size]
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Woody
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My credit card company didn't say for definite whether they would reimburse me or not but they asked me to send up supporting documentation, in particular emails which would show that I hadn't received any reply and that I had requested a refund. For once, I had this in an ongoing email thread from the receipt of order acknowledgement to the final emails requesting replies and refunds.
I just saw another post where someone is asking about Mactackle.com so I am just putting up my experience because with some credit card companies it seems necessary to give them supporting documentation which is easy enough to do if you keep a record of emails, rather than phoning them up.
I just saw another post where someone is asking about Mactackle.com so I am just putting up my experience because with some credit card companies it seems necessary to give them supporting documentation which is easy enough to do if you keep a record of emails, rather than phoning them up.
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Woody wrote:I just saw another post where someone is asking about Mactackle.com so I am just putting up my experience because with some credit card companies it seems necessary to give them supporting documentation which is easy enough to do if you keep a record of emails, rather than phoning them up.
I had the same experience but my CC company were great. I faxed them my emails and they refunded same day. :D
I'm concerned that mactackle still seem to be accepting orders. I don't think I'll elaborate any more on the forum on what I think is happening ... ... ...
[size=75][i]"Pier fishing was, indeed, an eccentric, unproductive and extremely dull occupation, and even if we'd posessed the necessary heavy plant we decided not to attempt it."[/i] Chris Yates, Out of the Blue.[/size]
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MacTackle.com
Response from MacTackle.com
Hello to all on the boards
As we have seen, we are getting quite a bit of feedback on this board, its very unfortunate for us that its not for the right reasons…
MacTackle.com are not going to use the forum as a customer service channel as its not the right place to discuss individual cases, but we do feel an explanation is due to you all on the boards, hopefully it will go some way toward appeasing the small number of disappointed customers.
As you may have seen from a previous post, we moved location and experienced difficulties with the transfer of our phone-lines. Unfortunately, in the end, after weeks of waiting, due to formalities and difficulties with our phone provider, we did not manage to transfer our old line and so we began the process to get a couple of new lines into our new premises. Between waiting time and difficulties with the local exchange, we were hindered further and the delay was drawn out.
Since then, we have tried to get a dedicated line for internet usage, but now we are faced with a problem between our old and new service providers. They are each disputing the actual ownership of the line, meanwhile we are in the middle with a line that works about 10% of the time. This is our main difficulty at present, no phone-line, no fax, no broadband and so it is extremely difficult to run an net based business without these services.
However, this does not excuse our failure with a small number of recent orders and we greatly regret our inability to meet customers expectations in the past number of weeks. Aside from our phone-line issue, we have had a couple of changes to staff in recent months and this has caused some confusion in certain aspects of our procedures, but again, I do not expect any of our customers to accept this as an excuse, I am simply trying to be honest and advise you all of the reasons we have not matched expectations in a few cases.
As I said, I do not believe it’s a good idea to address individual cases on this board, suffice to say that I will personally contact all concerned customers over the coming 72 hours and discuss their orders with them. However, as a gesture of goodwill, we will be offering a number of customers their order for free. In a couple of cases where customers have experienced a short delay with their order, we will ensure the goods are resent, along with some sort of refund, whether that is a full refund or part refund, we will discuss that with each individual customer over the coming days.
Regarding our phones, we would like you to note that we have arranged a dedicated mobile number which will be up and running by mid afternoon today, the 29th September. Once we have that in place my colleagues and I will be available day and night until we get back to the good level of service we are used to providing all of our customers.
I understand completely the frustrations expressed by some people here and I do not have a professionally written corporate statement to hide behind. I would prefer to be upfront so we simply have to hold our hands up on this one and I personally take full responsibility for the failures in this instance, no matter what difficulties we are having behind the scenes, it should never have impacted on our customers. I can only apologise profusely and hope that I could ask for a few days to sort out anything outstanding with regard to a small number of orders that have been delayed, about 6 orders in total. As I mentioned, I will contact each one of you over the coming days and I will be more than willing to take on board any questions or comments that you may have. I would like to assure you that all of us at MacTackle.com are completely committed to ensure all customers receive their orders in a timely and professional manner
Again, my sincere regrets for the level of service in a small number of cases in recent weeks, rest assured, anybody who made a purchase will receive their order.
I will be in touch with all our customers directly.
Sincerely yours
Nizan Robinson
MacTackle.com
As we have seen, we are getting quite a bit of feedback on this board, its very unfortunate for us that its not for the right reasons…
MacTackle.com are not going to use the forum as a customer service channel as its not the right place to discuss individual cases, but we do feel an explanation is due to you all on the boards, hopefully it will go some way toward appeasing the small number of disappointed customers.
As you may have seen from a previous post, we moved location and experienced difficulties with the transfer of our phone-lines. Unfortunately, in the end, after weeks of waiting, due to formalities and difficulties with our phone provider, we did not manage to transfer our old line and so we began the process to get a couple of new lines into our new premises. Between waiting time and difficulties with the local exchange, we were hindered further and the delay was drawn out.
Since then, we have tried to get a dedicated line for internet usage, but now we are faced with a problem between our old and new service providers. They are each disputing the actual ownership of the line, meanwhile we are in the middle with a line that works about 10% of the time. This is our main difficulty at present, no phone-line, no fax, no broadband and so it is extremely difficult to run an net based business without these services.
However, this does not excuse our failure with a small number of recent orders and we greatly regret our inability to meet customers expectations in the past number of weeks. Aside from our phone-line issue, we have had a couple of changes to staff in recent months and this has caused some confusion in certain aspects of our procedures, but again, I do not expect any of our customers to accept this as an excuse, I am simply trying to be honest and advise you all of the reasons we have not matched expectations in a few cases.
As I said, I do not believe it’s a good idea to address individual cases on this board, suffice to say that I will personally contact all concerned customers over the coming 72 hours and discuss their orders with them. However, as a gesture of goodwill, we will be offering a number of customers their order for free. In a couple of cases where customers have experienced a short delay with their order, we will ensure the goods are resent, along with some sort of refund, whether that is a full refund or part refund, we will discuss that with each individual customer over the coming days.
Regarding our phones, we would like you to note that we have arranged a dedicated mobile number which will be up and running by mid afternoon today, the 29th September. Once we have that in place my colleagues and I will be available day and night until we get back to the good level of service we are used to providing all of our customers.
I understand completely the frustrations expressed by some people here and I do not have a professionally written corporate statement to hide behind. I would prefer to be upfront so we simply have to hold our hands up on this one and I personally take full responsibility for the failures in this instance, no matter what difficulties we are having behind the scenes, it should never have impacted on our customers. I can only apologise profusely and hope that I could ask for a few days to sort out anything outstanding with regard to a small number of orders that have been delayed, about 6 orders in total. As I mentioned, I will contact each one of you over the coming days and I will be more than willing to take on board any questions or comments that you may have. I would like to assure you that all of us at MacTackle.com are completely committed to ensure all customers receive their orders in a timely and professional manner
Again, my sincere regrets for the level of service in a small number of cases in recent weeks, rest assured, anybody who made a purchase will receive their order.
I will be in touch with all our customers directly.
Sincerely yours
Nizan Robinson
MacTackle.com
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teacher
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Re: Response from MacTackle.com
MacTackle.com wrote:In a couple of cases where customers have experienced a short delay with their order
Just to clarify, my issue was not over the delay in my order, which was understandable. My issue was that my repeated emails and telephone calls have remained unanswered since 24th August. Surely, even with phone line problems, there was some way that Mactackle.com could have received and sent email from and to customers, even using an internet cafe ...
[size=75][i]"Pier fishing was, indeed, an eccentric, unproductive and extremely dull occupation, and even if we'd posessed the necessary heavy plant we decided not to attempt it."[/i] Chris Yates, Out of the Blue.[/size]
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MacTackle.com