EpicTV Shop Reviews 

Expect EpicTV to ship out parcels slowly. Unhelpful support.

It's been close to two weeks and EpicTV still hasn't shipped out my order. When I raised a support ticket they provided me with a tracking number. One week later the tracking status still says "sender is preparing parcel". When asked again, support didn't even bother to check on the order, instead providing a standard copy/paste answer citing "Brexit as a reason for delays to EU destinations". Problem is, I'm not even shipping to an EU destination.

Disappointing.

Okay so it's early 2021 - Right after Christmas (so stock levels are generally low in most shops), and I am in the market for an Ice Axe and Crampons. I also want to buy them from the same retailer (to save on postage, and make sure they arrive together), and crucially they need to be at a good or at least competitive price. The big outdoor online shops, and my local outdoor shops have limited, stock, high prices, etc meaning finding the items I want this time of year is actually very difficult.

Enter Epic TV shop. I have never heard of them before let alone used them. I was very surprised to see they had BOTH of the items I wanted, in stock, and at a good price. I was sceptical. I thought maybe it would be one of those purchases that's too good to be true. Maybe I would get an email in a few days saying sorry their stock system hasn't updated and the items I ordered are unavailable. I checked out the trustpilot reviews which are generally very good and thought okay I will give them a go.

I placed my order and got an email confirmation which I reviewed only to find I had made a mistake (accidentally ordered the wrong version of one of the products). I sent an email to the support team asking them to amend the order, and notify me when it had been done. Impressively within a couple of hours I had a response saying the order had been amended. This really gave my confidence that the shop was not going to disappoint. 24hrs later my order had been dispatched, and 24 hrs after that it had been delivered. Well packaged and exactly what I hoped to receive. Bearing in mind how many hours I had spent scouring the more popular outdoor websites to find these items in stock and available (finding a particular ice axe in a common lengths towards the end of winter is always going to be a nightmare) - but these guys had them and did not disappoint. In fact they impressed me - I buy a lot of outdoor gear so how can a website be SO good and I've never even heard of them!

One final thing - I paid via paypal and when the transaction completed my paypal app said you paid £xx.xx to BANANA FINGERS LTD. ..... Now circa 10 years ago I vaguely remember being in a mega rush for a piece of kit and fortunately finding a small online climbing website who appeared to be registered about 10 miles from where I lived. I contacted them and I believe two brothers who owned the business very kindly let me travel to their barn/ warehouse/ shop and purchase a few products. I remember thinking wow these guys are great, and unless I am mistaken that was banana fingers in the earlier days?!? If so then they obviously have not lost the fantastic customer service they had way back then.

Cannot wait to order more stuff from them in future.

Provided the climbing shoes on time however they were the wrong model and not correctly advertised on site . Refused to accept a return due to being outside the return window though for a month they wouldn't accept the return. So a shared error but would have been nice if they'd replaced the wrongly advertised item.

Everything on the website was well laid out and easy to navigate. I found what I wanted at a good price and once ordered, the item I purchased was shipped the next day. Excellent service with good return policy instructions attached to the item. Very happy with everything from them so far. This was my first purchase from this site and would have no problem buying from them again or recommending it to friends.

I bought a pair of climbing shoes ‘La Sportiva’ the shipping was really fast 4 days from UK to Australia! I definitely shop again as I’ve always been doing!

I have already bought a couple of items in the last two years (ropes and a bag) and I am very happy with the whole process. They have good offers, the items arrive perfectly like you would get it from a phisical shop and the videos are interesting and useful... no doubt about recommending them, in fact, I have alredy done that and some friends are enjoying their new gear too ; )

I have an issue with returning my order, about which I emailed their support team stated on the website first on 1/11, then a reminder on 9/11, and then again on 16/11. I haven't received a reply to any of those, and it's been nearly 3 weeks. The phone number is not on the website. I tried calling Banana Fingers, as my receipt says my money went to Banana Fingers Limited, but their phone is turned off. I do inderstand that times are hard, but I gave you enough time to reply. I wasted money on shoes that don't fit me and soon I won't be able to return them at all. Thanks for that.

Agata

---------
UPDATE: EpicTVShop, no, I haven't received any replies. I checked my spam folder. I don't have any filters set on my inbox. You've got my personal data, if you really want to resolve this issue you can contact me.
--------
UPDATE 2: We can go there and back via Trustpilot, but I still don't have your reply. You insist on me emailing you, to which I'm receiving no replies. I was promised a free return if I use PayPal, but that doesn't work. You have my phone number, please call me, or provide (here, not via email) a phone number I can call you at. If several customers tell you that they're not receiving your replies, you're either not replying, or your emails bounce back. Both cases are your fault. The lack of phone number is also your fault. You clearly don't want this resolved.
UPDATE 3: My email is doing fine, thank you. Please educate yourselves on reducing bounce rate. And you have the wrong link to PayPal returns on your website: /en/webapps/mpp/returns. Thank you ever so much for sending me the right one. I'll make sure to never buy from you again, not after that service.

Oh, forgot to mention that they still haven't called me or provided other means of communication.

The boots were an excellent price and arrived on schedule. Happy winter climbing in 2021....

Rerwriting my review as the situation is now resolved.

My order didn't arrive at my house due to my own error - I managed to sort that out but it did take quite some time.

Customer service was OK but a bit slow - until I wrote this review and then it sped up.

Thanks for the help and glad it worked out in the end.

I wanted a pair of Ribelle walking boots. Epic TV were competitively priced. The other companies reviews were terrible. I read the reviews for Epic TV which were mainly excellent and so I ordered the boots which arrived after three days. They were exactly what I wanted and I saved around £100 off the original price. I would definitely recommend them and will be using them again.

Got a wrong colour item delivered. I immediately reached out to Customer Service but here, two weeks later, I still haven’t heard back from them.
Edit: Heard back the same day as I did this review - keeping the score as they still had two weeks response time.

Got amazing customer support with return, shipment got lost, but still got refund while they sorted it. Will definetly go to for my next pair of shoes.

I was so impressed and satisfied with EpicTV. I was a little concerned ordering from the States but the product I ordered arrived on time and they stayed in contact with me. I will order more of my climbing gear with them!!!

Excellent shop, friendly and helpful staff, recommended!

DO NOT BUY SHOES FROM EPIC TV. Their shoe calculator recommended me shoes 2 sizes too small. Their customer service is awful. They haven’t been helpful. They take forever to return emails. They don’t take responsibility for any of this. Long story short I paid 50 plus dollars in shipping and have received nothing in return. Feels more like a scam than an actual climbing shop. I’ve never had this experience through any other climbing retailer.

Updated so I'm glad to say they finally found my return and sent the exchange to me. Thank you EpicTV for sorting that out. I just hate that I had to make numerous complaints before I was listened to properly. I would be extremely hesitant about ordering something from them again given this was my first and only experience with them and they gave no form of compensation or goodwill gesture for all the trouble and time I spent on this trying to get my return tracked down and for them to believe I had sent it. The new shoes are great though so I will move this review from 1 to 3 stars.

*******************************************

EpicTV have been absolutely the worst company I have had to deal with. Their customer service is useless. Its only email, there is no phone number to call making it extremely difficult to solve this problem.
I ordered climbing shoes, they arrived, great, looked beautiful but they were too small. I see on their website they offer easy exchanges and free returns with PayPal. Great i paid with PayPal but nope there's some trick to that so I had to pay the return cost of 19 euro after all. Tracked fast shipping so I thought it would be safe but nope it arrived with epic on the 20th July according to the tracking. A few emails later and I'm still trying to track these shoes down and epic have been most unhelpful. They say they haven't got them. I see I'm not the only one who's had problems with returns and exchanges. I would advise people not buy shoes from them incase they don't fit and have to exchange them. Epic will not do anything to help if your return goes missing or maybe they are lying and can't be bothered to send out new shoes. I used their sizing guide and thought I did everything right but nope I'm down 89 euro for the shoes and 19 euro for the postage and I feel like I'm never gonna get that back. No climbing for me for months now... And I definitely won't be buying anything from them ever again, they very clearly do not care about their customers one bit. This has been so stressful and time consuming. I've filed a claim with my carrier but that can take up to 60 weeks to be investigated. But how can they investigate this properly when the company don't have a phone number and aren't actually called EpicTV Shop they're also called Banana Fingers... so weird.

Great service and Super fast delivery what more can you ask for :)

You only know if its a good company when you have an issue.
After a few emails epic TV shop made this right.
THANKYOU

i send to their bank account enough money, but they said that to me 10 euro missing. Only for 10 euro, they didn't sent to my order. Robert Bosch says that: I'd rather lose money than trust.