Extremely disappointing experience – unfulfilled contract and poor customer service
I commissioned a custom mainsail from Sail Select (Sails & More S.L.) on April 4th, 2025. From the very beginning, both verbally and implicitly through the contract and proforma invoice, it was agreed that the sail would be installed on site as part of the service.
After multiple delays and significant communication issues, the company ultimately delivered the sail without installation, contrary to our agreement. As a result, the stainless steel pin provided does not fit the boom, something that would have been immediately obvious had the installation been performed as originally agreed.
I have paid 100% of the invoice on time and in full, and I personally travelled to their workshop to collect the sail — which meant losing a day of vacation and incurring additional costs. Despite my efforts to remain cooperative and respectful, communication has been confusing and evasive, with ambiguous responses and a complete lack of responsibility from their side.
The sail remains unused and uninstalled, and the core objective — to sail during the summer season — is now at risk. I have formally filed a complaint with Spain's National Consumer Organisation (OCU), including all supporting documents and evidence.
To be clear, the problem is not the product itself, but the company’s failure to deliver the full service contracted, which included the proper installation of the sail.
I do not recommend working with this company. The experience has been frustrating, unprofessional, and completely avoidable had they fulfilled their obligations.