ZONE3Omdömen 

I messed up the shipping address and wrote them immediately, note that it was early thursday evening, a few minutes later, Adam responded with kind words and next morning everything was sorted out.

I was pleased with service and can’t wait to test their products and put them through my zone 3. 👍

Just want to say thank you to customer service (Kelsie). They could not replace my advance suit under warranty due to lack of my size in stock (Suit started to show sings of wearing through under armpits) .However, I got a good discount on a new one which I was planning to buy anyway, so it all worked out well

Zone3 customer service are probably the best I have encountered during my 57 laps of the sun. The kit is great, no question, but the customer service experience was truly surprising in a very positive way. Fast response, human interaction and actually it was Zone3 custom ref services (Sam) who suggested an extremely good resolution and was empowered to quickly act. Result - my new wetsuit is on its way and I feel confident I’m buying from a quality company that cares about its customer community. It also emphasises the importance of going direct to them. Couldn’t recommend them highly enough.

High quality, fair price excellent customer service.

I have purchased a few products and I love the quality and fit.
The Zone 3 customer service team are fantastic, quick to respond, very helpful and informative. My first wetsuit was slightly small and they exchanged it very quickly.
I would highly recommend and will be purchasing from them again.

Product arrived with a whole in it. Zone3 responded quickly and we agreed a resolution. Love the wetsuit.

Usure prématurée, refus de garantie ! Une honte !

My order was delayed but Adam promptly refunded me the delivery charge and reorganised the delivery. He was very helpful and resolved my issue exactly as I’d hoped.

Fantastic customer service - Sam resolved an issue for me re a purchase - very swift resolution, no hassle and kept me updated throughout

My trisuit was tiny. Size XS was the smallest one I’ve ever seen. Suit would not go further than my knees. I paid for next day delivery and it arrived after a week so no suit on time for my race. Evri claimed they delivered my parcel and no one even called me. Overall I’m not happy with the sizing or service but returned my parcel and bought a new one with next day delivery again.

Great customer service. Adam was quick to respond and really helpful. So impressed with Zone 3, thank you.

Fantastic experience (with a problem of my own making) regarding a return, Kelsie was helpful, efficient & sorted it quickly. Best customer service experience I have had for a long time.

Great service, prompt reply to queries.
Special thanks to Adam

I am more than satisfied with my first experience being a customer of zone 3.
The positive comments of other customers encoureging me to give it a try were nothing but exactly mirroring my own genuine customer experience now.
I am very satisfied with the ordered devices and with Adam from the customer service promptly, openly, interested, uncomplicated and very customerfriendly helping to find a solution for a request.
I am definitly going to choose zone 3 to be my first place to go for swimming and watersports equipment in the future.

This business falls far short of the accolades and endorsements by a number of my swimmer friends. While this was my first experience with them, this was an utterly disappointing one. The mistake I made was to order a Recycled 2 Led Light Floating Backpack 28L from them (Order No: 189467) on Monday 25 August, paying £15 more than their reseller (Go Outdoors) and £7 extra for the next working day delivery. The idea behind this purchase was that being the manufacturers and suppliers of the brand, they would provide a first class product and service, for me to use it in a swimming event on Thursday 28 August. They despatched the item on 26 August, through a courier, Evri, who are notorious for losing parcels or delivering them late, in my area. Had I had a choice to pick up a courier of my choice for delivery, I would have chosen DPD or Royal Mail, and not Evri, even if I had to pay more.

Evri tracking showed the parcel reaching the delivery depot at 0859hrs on 27 August, however it was not sent out for delivery.

I reached out to their customer services with two emails but there was no response from them. In end I spoke to Sam on their online chat, who while offering to do his best, did not even do the least. He promised to check the status of the order, which he wasn’t able to provide. Moreover I requested if a replacement item could be sent for an early morning delivery by DPD on 28 August, so I could use it in the event. However he declined doing so, asserting that Evri deliver till 2000hrs and they could deliver later.

He tried to absolve Zone3 of the responsibility of the item not being delivered in time, by pinning it down on the courier Evri, conveniently ignoring that I had a contract of sale with Zone3 and not Evri and they were responsible for providing a good quality product within the given time frame, for which extra money was paid. This is in line with Consumer Rights Act (2015), whereas Zone 3, by entering into a contract of sale with me, are obliged to provide the item as described and of a good quality, along with a service delivered through reasonable care and skill and within the stipulated time frame. He seemed completely oblivious of Zone3 responsibilities under the Act, suggesting the postage amount would be refunded as “ a matter of goodwill” if the item didn’t arrive in time.

Later on he suggested more than a two hours round trip to a shop, 40 miles away, to buy one from them! Completely outrageous!

I feel this business has no regard for their contractual obligations or customer satisfaction! The performance of customer services was truly abysmal, as have they acted upon the emails sent earlier during the day and contacted the courier, the item might have been delivered today, for my event tomorrow.

In short this company seems to devoid of business ethic and perhaps some kind of corporate failure, leading to an experience like mine.

I will NOT recommend to even touch them with a barge
pole!

UPDATE IN RESPONSE TO ZONE3 REPLY
(1) The choice of courier vendors use is entirely theirs. However when a vendor offers a “time sensitive” delivery in their ordering process; ie “next day delivery” at an “extra cost” to the customer, they are become contractually bound to provide that service. Why should a customer pay extra for the next day delivery if they could do with a later one; if they don’t require an item urgently? Only customers who require the item next day will choose to pay extra for this service. In my case you entered into the contract on the basis that you would deliver the item the next day, but you failed to do so, thus breaching the contract and causing me immense convenience
(2) Had I known you would breach the contract by not providing me this service within the given time frame, I would have ordered it from elsewhere. Therefore you misled me into believing in something which wasn’t true.
(3) Why would you offer “next day deliver” service to your customers, for an extra cost if you can’t fulfil it?
(4) Once you asked about the “partners” attending the event, I clearly advised you it was a local event, organised by a group of local swimmers, and not a national or regional meet, where sponsors/ advertisers/ companies were involved. So your suggestion was futile.
(5) If you really wanted to help and keep to your contractual commitment, you could have agreed to what I suggested; sending a fresh piece by next day early morning delivery by DPD. However you completely dismissed this idea.
(6) I even offered to travel to a local shop within a reasonable distance (within 10 to 15 miles) to buy another piece if one was available. You then send me an email at 1600hrs, identifying a shop around 50 miles away (one-way travelling time of around 90 minutes due to traffic congestion), asking me to reach there by 1700hrs. How pathetic and inconsiderate!

I contacted the customer service regarding the availability of a certain product. I received the standard reply but very quickly after that Kelsie gave me an update on the product .
Very professional, this is how customer service should be.

Brilliant customer care.
These people just want you to be happy with your product.
My goggles are awesome!

I raised the issue of an unreliable courier not achieving a next day delivery that I had paid for, and Kelsie from Zone3 was very quick to check that my parcel did finally get delivered, and then refunded me the full postage costs for it being late.
Great customer service, and not for the first time.

Adam was great. Professional communication and resolved the issue I was facing very efficiently. Great products and great customer service. Thanks Adam.

I ordered my first swim wetsuit and goggles and hat and safety float for my first charity swim and they are all excellent products.
I had a slight technical issue with the goggles but Zone3 were quick to look at the photos and send me a replacement pair. The advisor Adam was so helpful. Thank you.