Indespension - Derby Avis 5

Good value. Good service. Hopefully good trailer for years to come.

Good service from Shaun - great team !

Thank you to Shaun in Derby branch for his superb service.

A long and complex process, spanning 8 months, in which Shaun remained pleasant and helpful throughout, with excellent guidance to the correct items. Customer service was always his priority even when returning some items which were surplus to requirements. Thank you for your time and attitude, I hope your efforts are recogonised by management.

Derby branch fitting towbar and 7-pin electrics for £470, but the electrics plate was too short to allow fitting of my existing bike rack mounting bracket. They were told about the requirement on the phone, confirmed by email with acknowledgement, and it was mentioned on drop-off plus they were showed the bracket that I left in the boot. When I realised, due to timing I had to remove the electrics plug in order to take the bike on holiday. OK, I can understand a mess-up, in spite of the hassle. However, on approaching them for a fix I got no apology, ignored, lectured, and argued with. I was left so suspicious of their ability, further costs, and intents that I sourced a new extended plate myself. No offer to refund me for the cost. I got them to rewire the plug on the new plate to attempt to maintain a warranty. I'll try to find a different provider for the next car, to say the least. In summary, non-existent order communications in-house and combative store management.

Considering their main business activity is selling trailers, they are not very good at it. I found exactly the second hand ex-demo trailer I wanted on their website and phoned their Derby branch where the trailer was being kept. The member of staff went outside to search for it and phoned me back some time later. He couldn’t find it. Turned out it had already been sold some time before but they hadn’t removed it from their website.

A brand new trailer of the same type was available for not too much extra cost but they’d have to get it brought down from their Newcastle branch. The trailer would supposedly be ready for me to collect from Derby in one to two weeks so I paid a deposit over the phone. I needed the trailer in three weeks time. After two weeks as I’d heard nothing, I phoned them and they said they’d misplaced the paperwork for my order and not arranged for it to be brought from the Newcastle branch. They took my details and phone number again and said they’d get it urgently transported to their Derby branch and phone me when it arrived.

Another three weeks passed with no phone call, they had run out of time so I bought a 2nd hand trailer from elsewhere. I called Derby Indespension to get my deposit refunded. They said the trailer had just arrived (after 5 weeks) but they had lost my phone number and the paperwork again so couldn’t contact me. Utter shambles. They were then very reluctant to refund the deposit, they couldn’t find the order or invoice so couldn’t refund it. He then said the manager was out so he couldn’t authorise it anyway. I told them it would be better if they did the refund rather than me having to contact my card issuer and arranging for a charge back. The man suddenly became more cooperative and actually put through the refund. I’ll never try to buy a trailer from Indespension again, they couldn’t organise the proverbial in a brewery.