Came our alright in the end...pretty much; giving Dick's another go a different way
Written: Aug 03 '10 (Updated Aug 14 '10)
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Back again with a followup to replace my initial review: In my previous review, I described how I ordered a Coleman Exponent Kraz X1 one-man tent from Dick's online store, and how -- when it arrived -- it proved to be far from the stated description, so I decided to return it.
I spoke with Dick's Customer Service representative, who proved to be polite and helpful, though a bit short on sharing info. I had read online that if the mistake were due to an error on Dick's part, the return shipping would be free. I called Customer Service a second time, and was told the coupon emailed to me would, indeed, ensure free return shipping at no charge and no debit against my refunded amount.
I was told to expect a delay of 24-48 hours for the return-shipping coupon to arrive by email from UPS, and it actually arrived in about 14 hours. I suppose the delay was due to the time it took the request to go from Dick's to UPS for processing, and is reasonable.
I sent the tent back with the return shipping coupon I printed from the email, and received notification a couple days ago the tent had been received, the return processed, and my card credited with the full amount of the purchase price. All good.
I guess my only quibble is I wish Dick's had also credited me with the initial shipping to send me the tent, since it was not as advertised, but I guess $7 is not too bad a price to find out it was wrong.
That said, I do wish Dick's policies -- both online and in-store as well as in-store describing their online policies -- were more clear and straighforward. As a result of this experience, I realize I have to make sure I am fully informed before ordering from them, and at present that requires more than usual due diligence on the part of the buyer. Information is scattered about the Dick's website in a number of places, and some of it seems contradictory until you read it in toto.
Even with careful advance reading, in this case, the item was just not as described (different color, missing zip-off footprint glound cloth valued at $29.99 at Coleman.com, and the tent did not pitch fly-first as advertised). Dick's did make it right -- pretty much -- in the end, however, so I wanted everyone to know "the rest of the story". As a result of this experience and outcome, I have now placed an order for two more tents -- the Coleman Dakota Exponent X1 -- ordered online for me by the local Dick's store, and scheduled to be delivered to them. These are intended as gifts, and by having them ordered by the store and delivered there rather than to my address, I have been told I can receive a credit to my card (rather than store credit) if they don't suit the recipients. Apparently, having the local store serve as the intermediary, then as far as Dick's is concerned, it amounts to a local purchase and therefore not restricted to store credit if returned. It would be nice if Dick's policies could be more uniform between their online and real stores, much as those of REI and Wal-Mart, avoiding much confusion for buyers.
Recommended:
Yes
What product did you purchase or try to purchase? Coleman Exponent Kraz X1 tent
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