RAW DEAL: READERS’ CHAMPION

Catherine Martin is walking tall after Raw Deal helped her get a refund for a pair of quality hiking shoes that never arrived.

Catherine, from Carnoustie, Angus, ordered the £87 North Face Sakura footwear online last October from Blacks, the outdoors clothing and equipment retailer.

“I received a text telling me that my order was working its way through their warehouse,” Catherine said. “A few days later, I got another message saying that I would be updated once my order was dispatched.”

However, she was irked when the shoes never arrived and she couldn’t get a hold of anyone at the retailer to find out what had happened and to request a refund.

“I tried to email Blacks, but only received an automated response.”

Catherine said when she finally got through to an employee on the phone in January she was told that she couldn’t be connected to a manager because staff were working from home.

“I was promised a call back within 24 hours – but I am still waiting for that call,” she said.

In frustration, she turned to Raw Deal. Blacks said they could not discuss complaints with anyone other than the customer but apologised for the inconvenience caused.

However, Catherine soon got her money back and said she was grateful to Raw Deal.

She added: “I received an email that claimed that Blacks were out of stock of the shoes, however, when I checked I saw that they were still advertising them. As a customer, I was not happy about the way I was treated.”