Waters & Stanton Avis 

Having purchased an FT991A and found the driving experience far inferior that of Icom. I rang to ask how much it would cost to change to an Icom 9700. This took over a week, an email and 3 phone calls to solicit a figure from them. No apologies for the delay only excuse - not good.
Furthermore, having then decided to keep the FT991A, despite my low opinion of it's user interface, I checked the 60m band and found that it would only transmit a part of the band. When I called W & S, the gentleman I spoke to advised me to watch the YouTube Yaesu UK video that explained the process and gave me the number for Yaesu UK if there were any issues.
Such a video doesn't exist. However, the gentleman at Yaesu was very, very helpful and explained he had not as yet made the video, but had the information on a 'cheat sheet' that was simple to follow and emailed this to me immediately.
I would suggest to W & S, they should undertake a reality check of what good customer service looks like, it will demand responding in a timely manner, no excuses and don't pass simple/common customer queries on to manufacturers, build inhouse knowledge or obtain copies of cheat sheets for appropriate models and included them with the delivery invoice, as a minimum.

They were once a trustworthy company - it appears no longer

Product ordered 25/5, delivered 30/5 and I started to assemble 31/5. I telephoned the seller 12:15 31/5 to advise the LCD Panel is not showing any data from the Indoor Sensor.

Batteries had been changed, and I had followed the section 3.4.1 Re-registration process several times with no success. Have also followed the same process for the Outdoor Sensor to check I was doing it correctly Panel shows all data from Outdoor sensor, has connected to both wifi and Wunderground successfully - Sadly suspect a fault within the indoor sensor

I was asked to complete an online returns form and was allocated #11845 and was told I would be emailed details on how to return. No return details received so called again14:16 1/6 and was told a system issue meant they could not email the returns process until 5/6.

Unsurprisingly no returns instructions received. Under the Consumer Rights Act 2015 I am expected to receive a working product in accordance with the product description - I have not. The seller is required with minimal inconvenience to me to either replace or refund - NOT repair. Having a faulty item and STILL not receiving the promised returns process details has left me no choice than to raise a PayPal Claim for a full refund.

The seller can arrange to collect the faulty product if/how and when they wish

UPDATE 15 June

Raising the PayPal claim saw them send a return postage later, 4 days after delivery they confirmed the sensor was faulty and would send a replacement, but only if I first cancelled the PayPal Claim

That would have been a silly thing to do - escalated again to PayPal and Refund now received

Advertise stock for ordering that isn’t in stock. I was about to pay by Paypal but double checked. They didn’t stock what they said on-line they had and had no idea when they’d get it. I asked several questions but they were ignored until `i asked again. I asked about the delivery for items is “was it next day” and they said they didn’t know.

Utterly clueless.

Avoid..

I bought an FT-991A from W&S purely because I enjoy the lighthearted YouTube video channel so much! Will certainly buy from them again, delivery to Northern Ireland was reasonable and fast. Many thanks

Phoned today for advice spoke to lovely helpful gentleman named glyn.great help and will be returning for more goodies many thanks to you all. Mike. P.S Don’t bother with so called online enquiry forms = they never reply. Also with the two email addresses they have!

Later last year I spent over £1,000 on an Aor AR8600mk2 and an Aor LA400 loop antenna. In other words, I did my own large part in keeping these guys in jobs during these difficult covid-19 times. I sent an email about the Aor digital ARD300 unit last night, and I received a dismissive and rude reply. The ARD300 unit can involve a tiny mod for the 8600mk2, according to its official manual, online. Of course optional extras like the collins filters require a soldering iron too, i.e. not for me!
I rang up W+S and they were argumentative, and being AOR's main dealer in the UK, they were shockingly clueless. I think they basically didn't want to sell me this £799.95 item, but lacked the people skills to say so. Their email reply essentially said, sit tight for a number of weeks, we're not telling you how many, and an engineer might ring. I ended my telephone call by spelling it out that they didn't actually want the sale.
It's a shame they are so unhelpfully avoidant.
Will I support them and their company further? I might if they apologise, but they'd have to swallow pride...