supergo.com surprised me with their super low quality service.
Written: Apr 29 '05
| Ease of Ordering: |
 |
|
| Customer Service: |
 |
|
| Selection: |
|
|
| On-Time Delivery: |
|
|
|
| Full Review |
Argh...
I know this will probably come out as more of a rant than a articulate review, but I want to make sure people who are thinking about ordering from supergo.com are aware of my experience.
I live in Japan and I recently tried to order a Giro Xen helmet, Finish Line 3 pack, bottle cage and Sigma Sport BC 1600/RDS Combo from supergo.com. Supposedly all items were in stock, and they had the best combination of prices + international shipping.
Three days and two e-mails after placing the order (As I live in Japan, the first e-mail was to reconfirm the shipping address), I hadn't heard anything, so I e-mailed again and got this:
Dear Mr. XXXXXXX,
I have forwarded your email to our International Dept. A reply should
follow shortly.
Regards,
Amy
Customer Service
I waited for a response by e-mail before deciding to call customer service. Surprisingly, my first call wouldn't go through, because the number they list for "international" calls didn't seem to like that I was calling from an overseas number. (I received a strange message asking me to dial the number from a phone without restrictions...)
I then called the 800 number, which put me through no problem, and spoke with Reda, who told me that only "Heidi" handled international orders. When I asked how to contact her, she said, she can only be contacted by e-mail. Reda refused to give me either her last name or Heidi's last name. I said I was calling from overseas, and I didn't mind paying the international rates to call a direct number to speak with Heidi.
Her response: "As I told you, she can only be contacted by e-mail."
Great.
Another e-mail and another call lead me nowhere, other than to verify my order was "not yet in the system" and that my credit card "probably hadn't been authorized" yet. I was advised to reorder the products I wanted, as "Heidi will make sure only one order goes through." That's awfully comforting...
A call to my credit card company confirmed that supergo.com hadn't tried to bill my card at all. So I sent and e-mail saying I wanted the order canceled and followed up with a call and tried to cancel the order by phone. I was told by Jason that (on Friday afternoon) he couldn't find my order, and that customer service only accepted order entry, and he had talked with his manager and there was nothing he could do, because Heidi wouldn't be in tomorrow... So I told him I had already sent an e-mail and that I would be satisfied if he could just leave a note to the same effect for Heidi. He said he would see what he could do.
I called my credit card company and mentioned that 4 e-mails and 3 calls had not gotten me anywhere, and my credit card company confirmed I had sent an e-mail and tried to contact them by phone. They then entered a note in their system confirming I was canceling the order.
Anyways...that's my rant. I went to another website, Jenson USA, as they offer price matching, and matched the best price two of the things I wanted. My Xen Giro helmet turned into a slightly more expensive '05 model instead of a '04 model, and shipping ended up costing more as well, but that's fine. My price matching was handled very quickly, and so far so good. Assuming they handle the order correctly, I'll know who to order from next time for price matching next time supergo.com has the best price on something.
That was my experience, I'm sure other people have ordered from supergo.com with no problems...I'm just not one of those people, I guess.
The main reason for so strongly recommending against using supergo.com isn't that I think they're running a crooked operation, it's simply that they seem remarkably inept and unprofessional, and those aren't the kind of people you want handing your order when something goes wrong.
Recommended:
No
What product did you purchase or try to purchase? Giro ''04 Xen Helmet, bike lube, water cage and wireless computer
|
|
|
|
Epinions.com ID:
Peteer01
|
|
Member: Eric Peterson
Location: Kawasaki, Kanagawa, Japan
Reviews written: 18
Trusted by: 10 members
|
|
|
- Add to My Yahoo!: 
- Add to Google Homepage: 
© 1999-2009 Shopping.com, Inc.