- Waited 7 Days for Something I Didn't Order - Customer_Service_Wasn't_Very_Helpful~
Written: Oct 07 '04
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I recently ventured into using the Dicks Sporting Goods website for buying purposes rather than just to check and see what the actual store might have in stock. I learned a few things. Amazing huh?
Let me start by saying, my nine year old son is very very much into the whole "skateboarding phase". Somehow - Somewhere, my son got himself an old Erick Koston Pro Board, (probably from the garbage, knowing him) and I tell you, that thing is beat up beyond recognition. It was that way when he got it.
I have always been the kind of mom who worries about dangerous sports, and I have been against skateboarding for my son. With his over activeness and his ADHD, he is accident prone in a big way. I have not been able to break the whole skateboarding phase. He's going to do it anyway so the least I could do is make sure he has the proper gear for safety purposes. I must say, this "phase" has lasted longer than any of his other phases, and he has used that junky skateboard for 2 years now. I was finally sick of seeing the darn thing. My son is in 4th grade now, and with his learning disability it is important to set goals and give incentives. Well, he's earned it. I'm very proud of him for all of his hard work, passing grades and really working hard to do his best. So, I agreed that I would buy some skateboard parts because of his love for putting things together. What does he want? Skateboard Trucks. Okay, lets check out the prices on Dicks Sporting Goods website.
When you enter their website, you will find that it is set up so it's very easy to navigate through. When you first open their site, you will of course be welcomed. But you will also notice that they have their main feature for the month right on the main page. They have a section called "What's Hot" and then along the right side, you will be able to shop by brand name, by clicking on a link for the brand you are looking for. This will bring up all products they have with that brand name.
Along the left side, you have your "Top Shops", with things such as outlets, indoor games, NBA Shop etc... I have never used any of these links, because none of what is there has ever really interested me. Just below the Top Shops links, you have many links for many different sporting goods or outdoor things, you can browse the store from here. What are you looking for? Camping gear? Exercise equipment? How about Fishing or Hunting gear? Dicks even has Paintball stuff, you name it, they seem to have it. Just click on any link there and it will take you the that particular category.
I have clicked the skateboarding link more times than I care to count. Once you get to the skateboarding section, then you can choose even more links, for EXACTLY WHAT you are looking for. Things such as Complete Boards, Rails & Ramps, Helmets, Decks, Wheels and other Hardware etc. I have found this to make shopping for specific things very easy. I enjoy using Dicks Sporting Goods website.
Now, back to my story about my son -- When I saw the price for just ONE skateboard truck, (each skateboard needs 2) I thought again about this incentive. I had to bargain and make a deal with my son. I just couldn't see spending a total of $25.00 for 2 trucks. (not when they would be put on that junky skateboard he found in the garbage) So after talking to my husband, we decided it would be better to actually buy a complete board, or a build a board type of kit, that he can actually work with his hands and put it together etc. If we are going to spend the money, then spend it on something that will be the better buy.
Well, we located a skateboard build and rip kit. It would have come with 2 decks, 2 different sets of wheels, 2 sets of bearings, and just ONE set of trucks, and to top it off, it would come with a universal tool. (so my son can stop getting into my husbands tools)
We talked, and came up with the conclusion that we would get this Build & Rip Kit, and he could have it partly for his incentive, and then when Christmas came, he would know that one of his gifts was part of this kit that we bought. This is where my use of the Dicks Website comes into play. Before I went and ordered from the website, I thought I'd make a little trip to the store in the mall. Remember earlier in the review, when I mentioned that I actually learned something? Well, this is what I learned. DICKS SPORTING GOOD STORES, are NOT associated with DicksSportingGoods.com. WHAT???? Can you imagine? The reason I found this out, is because as I searched and searched through the store for this Build & Rip Kit, I couldn't locate it. I had a print out with a product number and everything that I brought with me. I'm the type that will go and ask if I don't see something. So, I did exactly that. To my amazement, I was told that what you find online has nothing to do with what is in their store, and they can't even contact them and order it for their stores. So it appears to me that all this time I've searched their website, and then gone into the store to find the item, I just got lucky. =) How Nice For Me~
Out of luck this time, I go home, and go online. I then placed my order and was done within minutes. Ordering and check out was so simple, and there didn't seem to be any hassle at all. It was a breeze. When you find the item you wish to buy, you can either add it to a wish list or to your shopping cart. Your shopping cart is easy to read, and understand. You will find the items you placed in your cart, you can adjust the quantity, the description is shown, and the item number. You will be able to see the availability, and it also gives you an estimate of when it leaves the warehouse. You can clearly see your merchandise subtotal, your estimated Shipping charges, and lets not forget that lovely thing called Sales Tax. Your Estimated Total is then there for you to see clearly. At that point, you can either continue shopping, or you can proceed to a secure checkout. If you don't already have an account set up, you can set one up, it takes just a few short minutes. Have your credit card handy, and you are good to go.
It is at this point that you are given a confirmation by email, a receipt that you can print out etc. Your credit card is not billed until the products that you purchased actually LEAVE their warehouse. You can always check the status of your order, to see when it's been shipped. Once they have shipped your order from their warehouse, you will receive a Shipping Confirmation email with your order number on it. In that email you are then given a link where you can track your packages. This brings you to yet another site of Dicks Sporting Goods, but this one is all about YOUR order. It looks similar to your shopping cart, but without showing you charges etc. Once again, you read your item descriptions, the shipping method (in my case it was UPS Ground) and then of course you can see the Shipping Status, such as what date it left their warehouse, and then the tracking number is listed. All you have to do is click the link, and you are in. No need to enter numbers or anything, your information is automatically there.
Now, here is where my story gets a little hairy. The website experience was just fine, the check out process was perfectly simple, but am I happy with my service? No, I'm sorry, but I can't say that I am. Here we are, it's Oct 7th, my order left the warehouse on Oct 1st, and we've waited for a week. I did expect that amount of time, considering the shipping method was UPS Ground and it was coming from California to NY. My son has been so patient in waiting, and he knew that today was the "big day". Well, my doorbell rang, and it was the UPS guy. My son would be home from school in just 10 more minutes.
The curious person that I am, I opened the package. I wanted to see this "Build & Rip Kit" I opened the box, and the first thing out of my mouth was "WHAT THE HECK IS THIS?" This is NOT what I ordered, and this is a SINGLE COMPLETELY BUILT SKATEBOARD. It certainly didn't look like 2 decks, 2 sets of wheels, etc.
I then took the packing slip and checked that out. Sure enough, there was my order listed there exactly as I had ordered it, but was NOT in the box. I paid $40.00 MORE for a skateboard that would have been easily bought at the mall. I went through all of this ordering online, and waiting a week etc, for this? I was NOT thrilled, especially since I had to figure something out in less than 10 minutes. I called the phone number given on Dicks Sporting Good website in their help section, and spoke to someone about the problem. First I am told that they will send me labels to ship it back. They can't guarantee that I will be given the item that I ordered, but they MIGHT be able to credit me back my money.
Well first of all, I felt as though they are telling me that they don't know if they could even send me the item that I ordered. And then say if they can't send that item, then they MIGHT be able to credit me my money back. Well, uhhhh, excuse me, you're not going to KEEP my money, that's for sure.
I was told that I would be sent an email with the instructions and with the labels for shipping it back to them. I have checked my email several times, but received nothing. Of course my son came home, and was quite upset to say the least. He told me he wished to keep the board that they sent and forget about the other one. Well, sure that's all fine and well, but what about the $40.00 difference in money? I told him, that if I don't send this board back, I am just giving them $40.00, and that I wouldn't allow them to steal that money from me. Well I almost fell over when he sobbed, and said he would have Dicks Sporting Goods arrested for stealing. *LOL*
Needless to say, I sat here thinking about what I could do. I called the phone number again, and spoke to someone that was at least a little more willing to help. I was able to make a deal, and keep the board that was sent, but I would not be reimbursed my money. Instead they would give me a gift certificate for Dicks Sporting Goods. I thought that would be fine, since I'm sure I will be shopping there at Christmas time anyway. Well, we were all set, until she put me on hold to have this arrangement checked by her supervisor. Well wouldn't you know, I'm then told that they can not issue me a regular gift certificate that could be used in stores, but instead it would be sent via email, and could only be used with ordering ONLINE. Well, it was either accept that, or go right back to square one.
Needless to say, I accepted it, but now this means I must trust in the Dicks Sporting Goods Website once again, and HOPE that they don't screw up my next order. They did apologize for the mistake, but they didn't make any accommodations or anything for the mix up.
Will I order from this website again? Well, if I want to use my money I will have to, or my money will be lost forever. I would normally recommend Dicks, but I just have to say "BUYER BEWARE", you may wait 7 days for an order only to find out it's not what you ordered. This could be a freak thing, I don't know, but it was not a fun experience. Since I will be using my money or shall I say my gift certificate for Christmas shopping, I believe I will place my order early enough that I have time to send it back if I need to, and get it back in time for the holidays. It's better to be safe than sorry I suppose.
Would I recommend this website to a friend? Sure, but not without warnings first. I would have been very happy if they had actually sent me what I ordered. Who checks these packing orders anyway?
Ahhhhh, life is grand eh?
Murphy's Law?!?!
~ © 2004 - £ynda Nielsen ~
Recommended:
Yes
What product did you purchase or try to purchase? World Industries Skateboard "Build & Rip Kit"
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ldusold
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Member: Lynda Nielsen
Location: Upstate New York
Reviews written: 353
Trusted by: 117 members
About Me:
"If love is the answer, could you please rephrase the question?"
--Lily Tomlin
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