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Unfortunately, my experience was ruined by the incredibly rude and unhelpful staff. From the moment I walked in, I was met with dismissive attitudes and a complete lack of customer service. The staff prioritised themselves and it felt like helping customers was an inconvenience to them. As we arrived staff were about to go to lunch which is absolutely fine, as there was a sign posted on the window. However the blonde male staff member abruptly stated all pricing was on the window and in a hurry shut the door in our faces! After waiting 30 mins for their lunch to finish which was not an issue, we went back to making an enquiry we were told by the same staff member to go online. With no further explanation he then proceeded to walk off. I expected a basic level of courtesy and professionalism, but it was nowhere to be found. Even from what looked like the manger (brunette lady) who again was extremely unhelpful instead of coming out to see what the issue was stood laughing in the back of the store.
I won’t be returning, and I wouldn’t recommend this place to anyone who values respectful treatment. I hope the staff attitude improves as it is reflecting poorly on the business.
I would suggest any future customers looking to hire one of the services to go to ‘Nichol End Marine’ which is less than a 2 minute drive down the road. The business was busy, with more facilities to offer and the staff were absolutely brilliant going over and beyond to facilitate us.
Reply from Derwent Water Marina
2025.08.30
Simra Uddin, K.S, Shafia Rashid Jamie Sutton, Aniq Uddin, Aniq Choudary
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
I had a very disappointing experience trying to book a kayak. The customer service from this company was unhelpful and unprofessional from the start. It was a few minutes before closing for their lunch break when we approached the door and felt that they did not want to help. Was directed just to look at a price board by a blonde male member of staff with no further information. Was told that they open at 2pm so we waited until this time. Shortly after they opened their door was told that we should book online and that their store gets very busy at 2pm bearing in mind it was just us and 2 other people waiting at that time point. Felt that they didn’t even want to help or give us the option to book in store and that the piece of information of booking online would be a better option for them was not shared and therefore time was essentially wasted. Other members of staff in the store, including a brunette lady wearing a black top was laughing and saying to other members in the shop that there were signs everywhere to book online. It felt that our business was not welcomed.
We left and drove a short distance instead to Nichol End Marine where the customer service was on point. They took the time to go through the services available and provided us the option to book online or as a walk in. We did not feel unwelcome in the same manner as the staff members at Derwent Water Marina made us feel.
I would strongly recommend that you take your business to Nichol End Marine where you will be valued and you will have an enjoyable time.
Reply from Derwent Water Marina
2025.08.30
Simra Uddin, K.S, Shafia Rashid Jamie Sutton, Aniq Uddin, Aniq Choudary
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
We got shooed away at lunch time , and waited for 30 minutes, as we didn’t get told we could book online , wasted our time, and rudely got told that there were signs we could read. Would not recommend, as employees showed poor customer service and were rude . I would highly recommend going to Nichol End marine , 2 minutes down the road , as they had exceptional customer service skills , made us feel comfortable and welcomed.
Reply from Derwent Water Marina
2025.08.30
Simra Uddin, K.S, Shafia Rashid Jamie Sutton, Aniq Uddin, Aniq Choudary
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
I arrived ecstatic and excited to get on the lake but was met with disappointment when the staff were unwelcoming and frankly quite rude. I was told to read signs rather than an answer to a quite simple question. Staff then rushed off to lunch and reopened only when other customers arrived much later than 30 minutes after they closed for lunch. I am Very disappointed and felt as though my custom was not good enough. Slightly down the road there is another amazing establishment called Nichole End Marine where I was met with amazing and friendly staff and enjoyed being a customer here.
Reply from Derwent Water Marina
2025.08.30
Simra Uddin, K.S, Shafia Rashid Jamie Sutton, Aniq Uddin, Aniq Choudary
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
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I am very disappointed with the level of customer service I received. From the moment I tried to get help, the staff were unprofessional, rude, and made no effort to be helpful. They came across as dismissive and uninterested.
Good customer service should involve patience, respect, and a willingness to assist customers, but unfortunately, none of that was shown during my experience. It left me feeling frustrated, undervalued, and unwilling to return.
I hope management takes this feedback seriously and addresses the poor attitude and lack of support provided by their staff.
Myself and my Family made the decision to drive to the next Marina which was less than 2 minutes down the road. The staff at Nichol End Marine were much more welcoming warm and kind, extremely helpful and a willingness to assist. I would definitely recommend.
Reply from Derwent Water Marina
2025.08.30
Simra Uddin, K.S, Shafia Rashid Jamie Sutton, Aniq Uddin, Aniq Choudary
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
Poor customer service skills, staff not very helpful. Do not recommended using. Feel for the owner as the staff look as if they are running the business into the ground. Store itself was not busy at all.
Drove round to Nichol End Marine which was less then a 2 minute drive. Staff were much friendlier, busier and very accommodating.
Reply from Derwent Water Marina
2025.08.30
Simra Uddin, K.S, Shafia Rashid Jamie Sutton, Aniq Uddin, Aniq Choudary
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
We are sorry that our level of service was not up to our usual standards & your experience was not what we would want for our customers. We are reviewing staff training to ensure it doesn't happen again.
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Went for a family canoe, first experience with 7 and 3 yo. Booked online no bother and when we got there the staff were so helpful and polite and changed our booking to best suit us and keep us all safe on the water. Equipment was immaculate as were the toilets and changing facilities. We didn't manage all 2 hours on the water but even then was definitely worth the money. Would definitely recommend and will be back!
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