Once again. Icon has struck again. This time through another of their companies, Weider. Where do I start with this one? The last experience I had with them was bad even though they resolved it (Read about it, just run a search for NordicTrack and click on teh article titled, "NordicTrack owned by Icon, save your money and time, buy from another company, Nordic is on the wrong track!"). Anyway, here we go. I wanted a weight bench to use for about a month or two at home. Not something expensive, just cheap and with a little weight on it. I found the Weider Club 190 T at their website. Even though it only comes with 110 pounds, I figure I can stack a little more on it. I was only going to keep it for a month and give it away anyway. Probably to a relative or something.
Anyway, I ordered the bench last Saturday on 7/10/2010. The purchase never posted to my credit card account and I checked the order status at their website today, 7/15/2010. The status was open so I decided to give Weider's customer service department a call. While I was waiting for them to pick up the phone I started using their customer service chat application thinking maybe I'd get help faster, and here...we...go.... First I talked to Ben through their chat program. While Ben was checking on my order somebody from Weider answered the phone and I started talking to them. This person (I wish I would have gotten their name) immediately told me that my order would ship tommorow.
I got off the phone with that representative and Ben sent me a message through their customer service chat app telling me that the product was out of stock. Houston, we have a problem! Ben then told me that he was going to search for a product to offer me as a substitute. While Ben was looking I called Weider's (owned by Icon Health & Fitness) customer service department. I spoke to a man named Kip (Hopefully that was his name anyway). I asked Kip if he could bring up my file on his computer and tell me the name of the last customer service rep I talked to over the phone. Kip told me that Icon and Weider do not keep those details of their phone conversations with their customers. Now, I don't know for sure that he was lying about that, but I am about 90% sure he was.
I guess Kip didn't do his homework and find out I have a bachelors in business management, but even if he didn't do his homework he could have used his common sense and determined that I had a fully functioning brain. Kip, better luck next time. I proceeded to ask Kip if he could check the status of my order because I wanted to be entertained. Kip did not fail me. Kip looked up my order and told me that it should shipped by next Tuesday. Wow! Now we have 3 different stories. I told Kip what Ben told me about the product being out of stock, and suddenly Kip agreed that the product was indeed out of stock. It's like that extremely dim light bulb went off in his head. Magic! I told my new friend Kip I would like them to cancel the order. He canceled it. I got off the phone with Ben (The only honest and competant person I talked to) and told him what I thought about his company.
Ben was very kind. He apoligized and offered me a 10% discount. Of course I declined and asked for more. He told me he would e-mail me. I told him to have a supervisor call me. I have not recieved an e-mail about any discount or a call from any supervisor since I talked to him. I hope ben was not lying to me. So it looks like Icon health & Fitness is 2 for 2 in epic failures of their customer service this week. Can you believe this company is successful? That kind of makes me happy because if they are making money hand over fist I may one day own China. China, get ready for NFL football baby! Hahaha! Kidding of course. Alright, as usual, updates to come.