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Craghoppers - still offending (Read 1,077 times)
allegro
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Craghoppers - still offending
Dec 30th, 2019 at 6:32pm
 
I recently bought a pair of Craghoppers trousers. There's an 0844 number on the tags. They should have had ample time to change the printing by now. Their main website gives an 0161 contact number but other pages on their active website still have 0844 numbers: https://www.craghoppers.com/store-finder/store_page/view/id/879/
https://www.craghoppers.com/store-finder/store_page/view/id/693/

Though it's not obvious if this is the fault of Craghoppers or the stores listed as stockists.
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Ian01
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Re: Craghoppers - still offending
Reply #1 - Dec 30th, 2019 at 7:00pm
 

https://www.craghoppers.com/store-finder/store_page/view/id/879/

That 0844 577 7755 number could have easily changed to 0344 577 7755, for a simple to communicate number change, but they didn't do that. The matching 0344 number is dead.

The plot thickens! It appears that the 0844 577 7755 number is no longer in service! This was from a call made at 7pm, so confirmation will be needed by trying again during business hours.


https://www.craghoppers.com/store-finder/store_page/view/id/693/

That 0844 264 0555 number could have easily changed to 0344 264 0555, for a simple to communicate number change, but they didn't do that. The matching 0344 number is dead.

The plot thickens! It appears that the 0844 264 0555 number is no longer in service! This was from a call made at 7pm, so confirmation will be needed by trying again during business hours.


What was the 0844 number shown on the tags? You didn't mention the full number. If that number is no longer active, maybe they are still sewing ancient tags into new products, or maybe the products you bought were made years ago and have been sat on the shelf since then?

If they are still sewing in tags promoting a dead 0844 phone number on newly made products, they need to sort that out.

If the 0844 number shown on the tags is still active, they need to change the number and start putting that new number on the tags.


For entries in the store finder, someone needs to go though and update any 084 or 087 numbers listed, and any other numbers that have changed, to the new 01, 02, 03 or 080 number. They will also need to delete any entries listing stockists that have since gone out of business.


This will all need to be communicated to someone higher up in the management structure rather than an operative in the customer service department.

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« Last Edit: Dec 30th, 2019 at 9:46pm by Ian01 »  
 
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allegro
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Re: Craghoppers - still offending
Reply #2 - Dec 31st, 2019 at 8:41am
 
The number on the tag (a cardboard swing tag rather than a sewn in one) is 0844 811 1022.

Since Craghoppers make great play on their ethical trading and environmental responsibility it makes their use of unfriendly numbers very odd.
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Ian01
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Re: Craghoppers - still offending
Reply #3 - Dec 31st, 2019 at 1:32pm
 

Pages on their website that used to show 0844 811 1022 now show 0161 866 0583.

The premium rate 0844 811 1022 number IS still active, and this breaches consumer protection regulations in place since 13 June 2014. The law talks about a ban on the operation of these numbers, irrespective of whether they are publicised or not.

They haven't yet activated the 0344 811 1022 number. This would be the simplest way to move away from using 0844 811 1022.

They need to place a message on the old 0844 number telling callers to hang up and re-dial a new compliant number. Separately, they need to stop putting the old 0844 number on tags.


That's a lot of things to be mentioning when you contact them.

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« Last Edit: Dec 31st, 2019 at 2:57pm by Ian01 »  
 
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CJT-80
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Re: Craghoppers - still offending
Reply #4 - Jan 11th, 2020 at 11:58am
 
allegro wrote on Dec 31st, 2019 at 8:41am:
The number on the tag (a cardboard swing tag rather than a sewn in one) is 0844 811 1022.

Since Craghoppers make great play on their ethical trading and environmental responsibility it makes their use of unfriendly numbers very odd.


I would suggest the Head of Customer Services - towards the bottom of the page - would be the best person to highlight this to. Smiley
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Regards,

CJT-80

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