The online store Black Armoury is recognized for its exceptional product quality, with many customers highlighting the well-crafted and visually appealing items they received. The clothing, including jackets and pants, not only meets expectations but also garners admiration from peers. Delivery experiences vary, but several customers note that despite longer wait times, the high quality of the products makes it worthwhile.
I would like to give them more stars because they are nice, but there were several downfalls that just shouldn't have occurred. I had a large order for over 500 euro. When I submitted it online, the website said it was processing. That sounds great. What they didn't do was tell me that they did not have the mask overlay, and that they were going to hold the rest of my order until it came in. Weeks came and went, while they held all the rest of the gear, including the most expensive stuff that I needed most (fencing mask) without telling me anything. For that much money, the least they can do is keep you informed on the status of your order. I had to email them three or four times just to get a status update! Several of my requests for information went unanswered for days or even weeks. I could have simply canceled the one item, gotten it elsewhere, and had the most important gear two months sooner. But you better believe they wanted the bill paid in full and up front, of course. Once I finally got through to their customer service, they were nice and helpful, and shipped all the items that were in stock, and then the last item separately, without charging extra shipping. They even included hand-written notes in each box apologizing. That is very kind, but I would still rather have not wasted a month or two where I could not spar simply because they couldn't respond to my email. In the end, I got everything I paid for, and it is very good gear. Their prices are high, and since my order was international, shipping and taxes were also high. I bought from them for speed, because according to their website, it looked like everything was in stock. They need to keep their website updated, and inform their customers better. But they are fair and try to do the right thing.
Response from Black Armoury
Hello Jordon, and thank you for the review. You are perfectly correct and fair in your assessment : our customer service, especially proactive order information, is lacking. We are working to fix that. There are also some stock synchronisation issues on the website. We're currently working on rebuilding the website and e-commerce systems to give much better visibility of available stock at the time of order, as well as at check-out time. The updated website will also make it a lot easier to request partial delivery of in-stock items, and separate shipping, or cancelation and refund, of the outstanding items. Sorry again for the trouble. I do hope you'll give us another chance to "get it right" in the future. Have a lovely holiday season. Kind regards, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 30/04/2021
Good product for sure, but manufacturing is long and communication about it was very late, I waited three mounths before getting any answer but when I finally got one, it was to say "sorry for the delay" and to ship it. Long manufacturing is understandable but communication could have been a beat better. Otherwise it was clear and easy to order,
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 29/03/2021
The package delayed five weeks to be sent and one week more to be delivered to me. Waiting for an update in the webpage about my order I tried to email them and raise a support ticket but silence is all I got for answer. For a month, and having paid some hundreds in advance. Also, they forgot to include part of my address, causing the messenger to skip my package to be delivered. At last but not least, please don't use SEUR.
Response from Black Armoury
Dear Roberto, Thank you for your review : even the negative ones are helpful for us to improve. I am very sorry you had this experience. Regarding the communication, I do apologise. Indeed, it seems that you were not included when we sent a messages to customers in April to inform them that SPES was delayed by a couple of weeks. The stock delivery package from them was lost and had to be replaced and resent to us, which took some time. I am very sorry for that bad communication. I will be sure to improve this. I assure you that we placed the out of stock jacket order to SPES on April 1, two days after you placed your order. Regarding the address : in looking at the delivery label created by Colissimo, I now see that your complete address was not included on the label. I have informed Colissimo about this error. Please understand that the labels are generated automatically by the postal system exactly as it exists your profile. It seems their system is not good for long adresses. Also, we unfortunately have no control over the transport partner Colissimo uses in different countries. If you wish to be sure that SEUR is not used, I recommend in the future to chose another shipper than Colissimo to Spain. In any case, now that I have heard of these delivery issues, I am refunding the transport charges to you immediately. I hope this helps. Kind regards, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/12/2020
Most things are good. However I sent a few emails regarding the status of my order (it was in process for 2 months) and never got an answer
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 20/01/2021
Shipping was slightly delayed due to covid. But at least they warned him. The sword that I ordered was coved on the tip, I don't know if it was the fault of the shipping company or the fault of the store
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Acheteur Vérifié
Rating: 1 out of 5
following a purchase from 27/11/2020
you don't mention that it will take a month to arrived and you don't even give any knews about the order
Response from Black Armoury
Dear Jean, Nous sommes désolés du manque de communication. En effet, les choses restent compliquées côte approvisionnement et votre commande a eu deux semaines de retard pour arriver de chez SPES. Nous aurions du vous en informer. Nous oeuvrons pour améliorer cette communication dans le futur. Toutes nos excuses. Cordialement, Anthony
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 19/09/2020
Note: Covid apparently affected our order. The delivery time was...bad. Months and months. The website stock level apparently unreliable. The customer service responses few and far between. At least we got the products and they were good. Also some compensation, which lifted the stars from 1 to 3.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 06/08/2020
Took a long time getting answers to my communication.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 05/07/2020
The service was good, but there is a problem with the products they are selling. Information is incorrect and thus I’m disatisfied with my orders ( arcem hema jacket) and arm protectors. Hema jacket has no shoulder protection. Thus I was hoping the arm protectors will provide it but they don’t cover the colar bone.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 10/07/2019
The quality of the product is perfekt, really outstanding. The problem was the service. Delivery time was extremly high (many months) and reaction time on my attempt for contact was too high. Again, swords 5 no even 6 stars if possible
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/12/2019
Three month delivery time.
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 27/06/2019
Good selection, pretty slow
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Acheteur Vérifié
Rating: 3 out of 5
following a purchase from 02/12/2019
They have a good shop and they make good products. In my opinion, the online shop could be generally vastly improved. And there could be a better description about measuring body sizes for custom tailored products, but maybe they already did that :)
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