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.
Charlotte, North Carolina