Angling Direct Avaliações 6.943

Customer service is 10/10 wouldnt use anyone else very helpful staff no hesitation to help and assist

I ordered a Matrix XTR500 pole, cost £1600 and decided to use interest free credit. My application was approved, I paid my deposit and waited for my order to be delivered. It has never arrived, AD Customer Support ignore all my messages and I have no clue as to whether I will ever receive my order. No criticism of Novuna Finance, they have been no problem but I am beginning to wonder if I have been scammed by Angling Direct. I'm now going to explore my options - I will probably have to cancel the whole thing. I know I have a 14 day cooling off period under UK consumer law but it all leaves a nasty taste in the mouth. So the moral of this tale is there for everyone to see: Angling Direct are not to be trusted. Avoid!

Really helpful. Always use A/D. Never no problems.

Had an issue with a missing item I ordered, called up and spoke to James today and with a polite and friendly attitude he looked into it for me and had the problem resolved quickly and professionally within minutes, the wait time for calls to be answered can be lengthy but the guys you speak to on the other end are there to help you. Thank you James, you are a credit to the company

This company is a joke, they sell you stuff they don’t have in stock and then ignore your complaints. Waiting times are not what they say on the website, avoid and use a proper tackle shop not this shit show of a company

Ich habe 2 Angelboxen bestellt die auch innerhalb weniger Tage geliefert wurden. Leider sind die GLS Paketboten nicht sorgsam damit umgegangen und beide Boxen haben Risse in dem Deckel gehabt, weil diese auf die Ecke gefallen sind. Direkt den Support angeschrieben mit Bildern und Beschreibung und nach 2 Tagen konnte ich mir aussuchen ob Geld zurück oder neue Boxen. Die Boxen waren nicht mehr lieferbar, konnte mir andere Boxen aussuchen und die wurden mir problemlos geliefert. Der Support ist echt klasse. Danke Nathalie und Kim. Gerne bestelle ich wieder bei euch.

Good service All my bits arrived quite quick!

Had a problem with handles missing from order which was a Christmas gift - initially felt like I was being given the runaround however spoke with Jason today who has resolved my problem of the missing handles he was polite and very helpful just wish I had spoke. To him earlier in this process - thank you Jason will wait for the handles to be delivered - one point while I appreciate how busy staff are it does take at least 30 minutes to get through to customer services which to be fair is quite a long time in total 🟰 t took me 40 mins this morning to have this issue resolved thanks to Jason

I am extremely disappointed with the level of customer service I received from both Angling Direct and Shimano UK following the purchase of two Shimano Baitrunner 10000 reels, costing £160 in total.

I purchased the reels in store in good faith, expecting the quality and aftersales support that both companies promote. However, when spooling brand-new line onto the reels, it became immediately apparent that there was a fault: the line was loading excessively at the top of the spool, clearly indicating an issue with the reel’s setup or internal components.

Rather than acknowledging a likely manufacturing fault, the response from both Angling Direct and Shimano was extremely disappointing. I was advised that the issue was most likely due to incorrect spooling technique, despite my many years of angling experience and ownership of numerous reels that spool perfectly using the same method. No meaningful investigation or accountability was offered.

What I found particularly unacceptable was the suggestion that I could dismantle the reels myself to inspect internal washers. This is not something a customer should ever be advised to do with brand-new, supposedly high-end reels, and it completely undermines confidence in both the product quality and the warranty process.

To resolve the matter, I was forced to drive back to the store — a 42-mile round trip — in order to obtain a full refund. While the refund itself was processed, no goodwill, compensation, or store credit was offered to cover:
• The cost of the brand-new reel line that was wasted identifying the fault

• The time and inconvenience involved

• The travel costs and time spent simply to resolve an issue that should never have occurred

Despite multiple follow-up emails requesting a modest store credit as a gesture of goodwill, both Angling Direct and Shimano have ignored these requests entirely. This lack of response has only reinforced the impression that once a problem arises, customer loyalty and inconvenience are of little concern.

I will be returning to using my older, trusted Shimano reels, which ironically perform far better than these newer models. Unfortunately, this experience has significantly damaged my confidence in Shimano’s current quality control and Angling Direct’s aftersales support.

Based on this experience, I cannot recommend either company where customer service, accountability, or support is concerned.

I ordered a feeder rod. It arrived in good time. The Rod only was in the package. On contacting them (waiting 40 minutes on phone) I was first informed that the staff at the warehouse were looking for the quiver tips. After 15 minutes waiting I was told that I will get a callback as it was taking some time for them to come back. 5 hours later I again phoned up and again after a lengthy wait, I was eventually told that it was a fault by the supplier. I now have to travel miles to go to the nearest shop to had the rod in so that another one can be sent out to me. I can’t understand why they can’t just send a set of tips out. Disappointed at the moment

I ordered a reel as a christmas gift. Given it was 5 business days delivery it should have arrived before christmas. It didn't. I chased it, reordered it, gave them the benefit of the doubt in the hope it would appear, albeit late, in time for the recipient to take on their 7 month world travels. I had sent numerous emails, Facebook messages and a 45 minutes wait to be connected to a call to have the call disconnected almost straight away. I was told through Facebook messages that they were looking into the delay but never followed anything through nor were they proactive. I chased them again after the unsuccessful phone call to then get a message via Facebook saying (the item that was in stock and reportedly being sent out 9 days ago), was now out of stock! Frustrating, unprofessional, incompetent and does not deliver what is promised or advertised. DO NOT ORDER/PURCHASE FROM THIS COMPANY! They'll take your money, keep you waiting and then cancel your order. They've done it twice and I will NEVER USE THEM in the future. They cannot be trusted, have poor customer service, they never replied to any of my emails and should not be allowed to trade in this way.

I placed an on-line order for 2 reels and some line. all were showing good stock levels at the time of placing the order. The line arrived a few days later but not the reels. The website said they were still processing that part of the order. After 3 weeks I contacted them and, after a tardy response, was advised they should be with me early the following week. When they had still not arrived I contacted them by phone, which took 40 minutes to get through to an operative. I was then told that the reels were out of stock and that they did not know when new stock would be available. This is very poor service. However 2 stars because the operative that dealt with my call was polite and refunded my money immeadiately.

I placed an order with Uttings for the same 2 reels that same afternoon. They were cheaper and delivery arrived less than 24 hours after placing the order. Now that's proper good service and I shall be using them for all my on-line orders in future.

I feel like after 3 months of discussion with them via email & sending my item back I have now lost the will to live with them. Causing me to lose complete trust in them and their processes & now deciding that I can no longer order anything online with them due to this. It’s started positively having purchased a bivvy from them (not the first one I’ve had off them) I took this out for my first real venture some 2/3 months down the line. Upon setting up the bivvy I noticed one of the mesh panels had what looks like a tear in it. I explained the circumstances as I was aware it had been sometime since the purchase & it all started quite well.

Now I know consumers have rights but it’s still nice to think that they took my issue seriously and asked me to return for warranty assessment. Some 5/6 weeks later I got a response this was not a faulty product so it will be shipped back to me, this despite asking for answers over this period and a very confusing email saying my product had been repaired etc. During this period email after email has been ignored repeatedly, however when I then received a email to say it wasn’t a manufacturing fault therefore it was coming home, I asked the lady via email to please have the bivvy box & bivvy inspected as I agreed I didn’t feel it was a manufacturing fault and more so damage in transit as there was what looks like a puncture wound in the box that may or may not of caused this damage. She said of course we will inspect it - this was then received by me the following day & no inspection was carried out as the window was minute to say the least.

Since then many many more emails have been exchanged & again ignored. Once I sent a notice of intent I was finally presented with a portal to log my complaint/claim. Again providing all the apparent facts of damage etc and again radio silence before another email asking me to do the same thing I already did & still not heard back off despite being told decisions take 2 days for a response….. that was a week ago.

Losing all the local angling shops to the bigger chains who have zero care or consideration to its customer base is criminal at least. Sadly there is no end in site and unfortunately it looks like I have to go down the legal route as such - so for me the likelihood is nothing will be sorted with this & I will be deprived of the purchased item as I have been for now 6 months since time of purchase.

What am I expecting from this review? Nothing really but if it serves as a reference for those considering purchasing. They must be prepared to deal with something similar if the unfortunate circumstances this happens to them, meanwhile other companies I have used have always accepted returns and complaints etc albeit very few. This place has let me down and there will no doubt someone from the company who replies with contact us on the email we take this seriously. The irony of sending an email to the same email that’s already ignored handfuls of correspondence is laughable. Thanks for nothing I shall take my enthusiastic spending to a company that offers better service moving forward

Im absolutely fuming with angling direct online and DX delivery company i will never ever use angling direct online again i order 3 reels and line on the 3rd of January and still not received them i was just on the phone for over an hour and had the phone put down on me im now out of pocket for the 3 reels along with £100 for a fishing match i was ment to be in over the weekend im so angry all I get told by angling direct staff is nothing they can do and if I want a refund I have to wait until they receive the reels back then get my money but what if they never receive them

I made a purchase on Sunday 4th of January for a considerable amount of money. As a frequent user of Angling direct I have 'MyAD Plus' which states you have "priority delivery".

Fast forward to Friday 9th of January, I've received 3 items of my 14 item order. Only for DX Express to fail to deliver my order twice. They now don't know where the rest of my order is.. Now I know this part isn't Angling directs fault, BUT.......

When I tried to call head office, like DX Express told me to, I was on hold for 2 hours 47mins. For 1 hour of that time I was number 1 in the queue. I started the phone call at 16:31pm and terminated the call at 19:18pm after becoming so frustrated listening to the awful waiting music and being number 1 in the queue for over an hour. The customer service hours on a Friday are 9:00am to 20:00pm

I appreciate that businesses experience high volume of calls, but I started as number 9 in the queue at 16:31pm. That's an overall average of 18.5 mins per caller, But I spent over an hour at number 1 in the queue.

Im not the sort of person to moan or leave negative reviews, but I thought this was so utterly appauling that I needed to share the experience for all to see.

I ordered all this kit in plenty of time for my planned fishing trip for this weekend and now I've lost my money for the day ticket water I was due to visit, due to the pieces of kit I ordered being critical bits of kit needed for the trip.

Without sounding pathetic, im so angry about the absolute lack of competence and customer care from both Angling Direct and their chosen courier. Being told that "I" needed to ring AD to get them to launch an internal investigation for a parcel thats now suddenly vanished whilst in the couriers care is truly baffling to me. Then to wait for almost 3 hours to not even get, at minimum, some kind of clarity on where my parcel is and why it's gone missing. This is the very definition of gross negligence from both companies.

Il be interested too see how/if they respond to this and the reasons to why this has happened.

Poor communication- AI is fine to a degree but doesn't work well when things go wrong i.e my experience of wrong items delivered-collection required- credits/replacements required etc - but no option if phones and emails not answered !!

The Shop in Norwich is fine, the trouble is if they haven't got a item on the premises they have to order it and it usually takes 3 days plus to get to the shop,even though the main warehouse is only around 5 miles away. Bearing that in mind I ordered a item on line and paid the express delivery fee (1-2 days) I ordered my item on a Monday and still didn't have it Wednesday afternoon, I rang and after a lot of excuses which to be quite frank I was not interested in got the express shipping fee back and was told it was in the system and would definitely be with me Thursday, with that in mind I changed my plans so I was in all day as I needed to sign for it, you have guessed it NO PARCEL. I got a email late in the afternoon saying it would be delivered Friday, unfortunately as I changed my plans I can't be home tomorrow (Friday) so I had no choice but to let them leave it in safe place, I just pray it doesn't get stolen.
Absolutely terrible service and I certainly would not order from them again. You are far better to order from smaller companies, I did recently and ordered before 2 pm and got it the next day and it was free and came about 200 miles. You couldn't make it up!
UPDATE
NO DELIVERY TODAY (FRIDAY) NOW GOING TO BE MONDAY ONE WEEK FROM ORDER DATE, WAS GIVEN THE USUAL EXCUSES AFTER WAITING IN THE PHONE QUEUE FOR 27 MINUTES INCLUDING BAD WEATHER WHICH IS LAUGHABLE AS APART FROM RAIN THE WEATHER IS OK IN NORFOLK AND I HAVE HAD DELIVERYS FROM UP NORTH WITH NO DELAYS.
AS I SAID THE SHOP IS FINE AND I SPEND A LOT OF MONEY IN IT BUT TAKE MY ADVICE AND NEVER BUY ON LINE AS THEY ARE BY A LONG WAY THE WORST I HAVE EVER EXPERIENCED.
BARRY COE
2nd UPDATE
I RECEIVED ANOTHER MESSAGE ON SUNDAY MORNING FROM DX SAYING IT WAS OUT FOR DELIVERY, CANCELED PLANS AGAIN AND FOLLOWED THE VAN ON THE APP, AND ONCE AGAIN IT DIDN'T ARRIVE. ANGLING DIRECT THINK THAT ONCE IT IS WITH THE COURIER IT ISN'T THERE RESPONSIBILITY WHICH IS WRONG, THEY SHOULD USE A MORE RELIABLE FIRM, I SEND THING ROYAL MAIL 48 AND HAVE NEVER HAD A PROBLEM.
THE ITEM FINALLY ARRIVED THIS MORNING (MONDAY) A FULL WEEK AFTER ORDERING IT, I TRIED TO RING AGAIN THIS MORNING BUT WAS 9th IN THE QUEUE WHICH EQUATES TO AROUND A 50 MINUTE WAIT SO DIDN'T BOTHER.
I CERTAINLY WOULD NOT USE THEM AGAIN.

I am writing to formally complain about the level of service I have received from Angling Direct during the past week.

I returned two parcels to your company: one item that arrived damaged and a second item that was supplied as an ex-display product. Both were returned with the expectation that they would be exchanged for new items. On Monday 5 January, I spoke with a member of your team regarding this matter, and that conversation was handled satisfactorily.

However, my experience during a telephone call made this morning was entirely unacceptable. The purpose of my call was solely to notify Angling Direct of a courier mix-up involving DX Couriers. From the outset of the call, the advisor failed to listen to or acknowledge the reason for my contact, despite my attempts to clearly explain the issue.

When I stated that he was not listening to the reason for my call, the advisor responded by saying, “I’m not putting up with this,” and then terminated the call without warning. This conduct was unprofessional, discourteous, and wholly inappropriate for a customer service representative.

Additionally, at the start of the call, I politely requested to speak with the same advisor I had spoken to on Monday. I was informed that this would not be permitted and that I would need to speak with a manager before being allowed to speak to that individual. This response was unreasonable, particularly given that my intention was merely to update the original advisor regarding the courier issue.

The manner in which this call was handled falls well below acceptable standards of customer service. I consider the abrupt termination of the call and the dismissive attitude displayed to be a serious cause for concern.

I request that this matter be formally reviewed and that I receive a written response addressing this complaint, along with confirmation of how Angling Direct intends to prevent a recurrence of such conduct.

Parcel arrived quicker than I expected as it was over New Year.
However, I ordered some foam Waggler floats and they were packed inside the box with the reel I ordered, and with the real moving about in the box it damaged one of the foam Waggler floats.
Other than that, it was a good experience.

Absolutely disgusting service, purchased an item that got sent out via DX - spent 7 days tracking it around the country and finally asked for help from Angling Direct who said there's nothing they can do until it's sent back to them - do not use