• Report: #412767

Complaint Review: Discount Divers Supply

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  • Submitted: Fri, January 16, 2009
  • Updated: Mon, February 09, 2009

  • Reported By:Charlotte North Carolina
Discount Divers Supply
2520 Westlake Avenue North Seattle, Washington U.S.A.

Discount Divers ,Discount Divers Supply Lack of, or no reguard for customer service Seattle Washington

*REBUTTAL Owner of company: Additional information

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To all divers out there be aware that not all dive shops offer quality service and above all stand behind what they say or do. Prior to the Christmas Holidays, I placed an order with Discount Divers Supply. I ordered a BARE Nex Gen drysuit from these gentlemen. A package they advertised on their website. I placed my order and immediately placed measurements and all information necessary for the sale and delivery in the hands of Matt Anderson. A respectable store manager trying to do the best he can, but having to answer to higher authorities at all times.

Anyhow, the order was placed and my card charged immediately. I was then instructed that due to the holidays my suit wouldnt be ready till the first week of January. I thought this to be a reasonable situation. But, instructed them that I needed to have the suit no later than the 15th of January, for I was leaving on a dive trip and wished to take the new suit with me. I confirmed this with one of their sales agents on January the 7th 2009. I was instructed by Helen "who has been let go!!", that my suit would be in on Monday the 12th and verified and shipped out to me immediately on Tuesday the latest making my deadline. I thanked her and went on believing that my suit would be here on time.

It is friday morning and I am typing this on my lap top while my dive buddies drive. I am on my trip with no suit and quite upset!!! Mainly that this company after all its promises would not make any attempt to get me my product which was already paid for a good three weeks earlier. They made no attempt to get me the package overnighted due to the cost of shipping and if I needed it then I would have to pay the shipping difference. I was appauled by this and believe me I am in a customer service based business, and a business owner now for 10 years. I would have made every effort to get that product to the person reguardless of cost, for wanting to rettain customers and have repeat business.

This in no way reflects on Matt Anderson the manager, he tried to contact John the owner who was supposedly on a hiking trip, but could be reached by cell phone. No attempts were made in anyway to reconcile the difference or make things better. No offer of appeasment, discount or extra merchandise was offered in exchange for the mistake. Ladies and gentlemen, I know many divers and strongly urge anyone to think strongly and verify companies prior placing internet orders of any nature.

This company needs to reconsider its customer service relations and find a better way in treating its customers. I give them a 0 for service and a 0 for problem solving. Please consider this complaint a warning!! Buyer Beware!!!! A concurrent report has been noted with the Better Business Bureau of Seattle Washington.

Diesel
Charlotte, North Carolina
U.S.A.


This report was posted on Ripoff Report on 01/16/2009 07:04 AM and is a permanent record located here: http://www.ripoffreport.com/r/Discount-Divers-Supply/Seattle-Washington-98109/Discount-Divers-Discount-Divers-Supply-Lack-of-or-no-reguard-for-customer-service-Seattl-412767. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 0Consumer 1Employee/Owner
Updates & Rebuttals

#1 REBUTTAL Owner of company

Additional information

AUTHOR: John Burns - (U.S.A.)

Greetings,

My name is John Burns and I own Discount Divers Supply. I would like to address an issue brought up by Diesel from North Carolina.

First off, our records show no business with a Diesel from North Carolina. We have done business with a dentist from North Carolina in that timeframe, so I will assume they are one and the same.

We did place an order for a Bare XXXL NexGen drysuit package and took measurements for custom fitted neck, wrist seals, and soft boots. We also helped the customer to find appropriately sized cold water gloves, dry hood, and Bare T-100 Polar Wear Thermals. We also provided suspenders at no extra charge.

Due to a holiday shutdown at the Canadian Bare factory, we were unable to accurately estimate how long it would take Bare to complete the order. The customer was provided a shipping estimate of $34.95 (UPS Ground) to cover costs from Seattle to North Carolina.

Please note: Because of the unknown factory backlog we could not, and did not, guarantee arrival in North Carolina by a specific date. In addition, the customer's phone order paperwork shows no Need by date.

The customer asked for us to ship overnight (at a cost of $177.93) but was unwilling to pay for upgraded shipping. The customer was told that his estimated shipping would not cover the cost and that we were unwilling to pay the difference out of our pocket.

At this point, the customer could have countered with an offer to pay a portion of the increased costs, but chose not to.

Unfortunately, we are not in a position to provide free shipping upgrades under these circumstances. However, should the customer require further equipment from our dive shop, we would be willing to offer substantially reduced shipping costs. Sorry you missed your dive.

Respectfully,

John Burns
Owner
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