HORRIBLE CUSTOMER SERVICE RECEIVED FROM GOLDSTOCK'S SPORTING GOODS in NY

[mlctvt]

I've read this entire post including the shop's response and I do think jerseyrob has a very valid complaint. Actually I'm shocked that the shop asked for an additional $30.00 to cover their shipping error. Maybe they should have offered to pay you for the error! Or they could have spent some time online to find the skis that you ordered and cover any differences in cost. Remember the Neiman Marcus stories or was that Nordstrum? this will improve business in the long run.
Most places with good customer service would have done much better to have a happy customer.
I'd steer clear of this place.

 

[Goldstocks Sporting Goods]

I appreciate everyone's comments, even the one referring to the CS rep (myself) as a douche. I understand that this threads intent is to provide honesty, transparency, and protection to the consumer. I'd like to publicly thank DMC for contacting our establishment. That was quite diplomatic of him. I follow online reviews of our store, but its hard to quantify its value. So often it seems, just like the news media, the 'bad' is more popular than the 'good'. I can think of a 1000 incidences that could go either way in regards to who was right or wrong. I am just surprised at how fast conclusions can be drawn. After reading every single post I can see why Howard Stern will not even read one thread on SFN. (for any howard fans out there).

Thanks again.

 

[deadheadskier]

Where are my damn keys!!!!!

 

[jaywbigred]

This is ENTIRELY reasonable.

Jerseyrob, you should have a chat with your wife as to why she can't ski on 157cm skis or conduct phone negotiations.

Definitely Skihaus part II. And the same result. Nice work DMC for contacting the company and giving them a chance to respond. I would hate to think of a small business, especially in a tough economy, losing business due to slanderous and unfair remarks. Mistakes happen, thats life move on. They offered 2 reasonable and fair solutions.

What he said ^^^^^^^

Good job D

Get over yourself guy.

There are two sides to every story. And yours is the wrong one.

Are you guys all judges? You are acting like it. And you are bad ones, at that. You are making yourselves the judge of the case of whether what happened was "fair". But, as far as I can tell, JerseyRob never had an issue with the fairness of the proposed resolution (and I agree that the options offered WERE pretty fair--though, see 2knees' comment below). From my understanding, JR's issue from the get go has been the tone and manner of the customer service. It was not the information that was delivered that was upsetting, but rather the WAY in which it was delivered.

There are two facts that are uncontroverted:

1) The mistake giving rise to the whole course of events was on the part of the ski shop. JR alleged it, and the shop rep confirmed it.

2) The shop rep "did become blunt with her" during the phone call. To me, this is an admission of poor customer service, to a certain degree. Even if the customer, upset by a mistake the SHOP made, threatened to keep the skis, it is the retailer's job to stay professional and continue to treat the customer with respect and humility in the face of the ski shop's error. Customers are not trained in handling the gross mistakes of the professional retailers with whom they shop; service representatives are (and should be) trained in handling upset customers...their/the company's livelihood depends on it.

This is just my opinion, but I think JerseyRob has every right to be upset with the service he received. When a shop messes up this badly, the customer should never come away MORE upset than they were when they contacted the shop to let them know of the mistake. There are a lot of ways the shop could have accomplished this through sheer demeanor alone, or perhaps other ways (e.g. give them the options they gave them [return the skis or keep them with a $30.00 charge] and throw in free lift tickets, a discount coupon, a gift certificate, a book of free tunes, etc...).

And JerseyRob was well within his rights to post what he posted, imo. The issue may be a dodecahedron, and I still wouldn't care how many sides of the story we hear. It still leaves me wondering what makes DMC or any of you so high and mighty so as to deem anyone's frustration at the way they were treated as unfounded. Were you on the phone? Did you hear his tone or word choice? Was it your wife that was left shaking with anger or moved to tears?

Lastly, if the below is true:

cool that you responded here but this is not a case of violating a MAP guideline. If you ran an ad listing these below MAP then you'd be in trouble with your vendor.

either way, nice to see you come on here and give your side.

Then I'm not even sure anymore how fair I think the solutions offered really were...its $30. To me, that should be well within the shop's ability to swallow to satisfy a customer that has spent $200. Make it up next time, when they order again because they were pleased with the service.

 

[Riverskier]

I've read this entire post including the shop's response and I do think jerseyrob has a very valid complaint. Actually I'm shocked that the shop asked for an additional $30.00 to cover their shipping error. Maybe they should have offered to pay you for the error! Or they could have spent some time online to find the skis that you ordered and cover any differences in cost. Remember the Neiman Marcus stories? this will improve business in the long run.
Most places with good customer service would have done much better to have a happy customer.
I'd steer clear of this place.

A pair of skis at cost or a return for a full refund is not good customer service?

Come on.... I am sure ther are plenty of stories of above and beyond and outstanding customer service out there, but to say what they offered is poor customer sevice is crazy. Any REASONABLE person would be happy with that.

 

[Greg]

I appreciate everyone's comments, even the one referring to the CS rep (myself) as a douche.

Ha! That was me! :dunce:

And it was based solely on the OP's description of what went down. Which in a way validates dmc's point.

You've undouched yourself by responding here. Now you and jerseyrob PM or call each other and sort this thing out.

 

[campgottagopee]

Are you guys all judges? You are acting like it. And you are bad ones, at that. You are making yourselves the judge of the case of whether what happened was "fair". But, as far as I can tell, JerseyRob never had an issue with the fairness of the proposed resolution (and I agree that the options offered WERE pretty fair--though, see 2knees' comment below). From my understanding, JR's issue from the get go has been the tone and manner of the customer service. It was not the information that was delivered that was upsetting, but rather the WAY in which it was delivered.

There are two facts that are uncontroverted:

1) The mistake giving rise to the whole course of events was on the part of the ski shop. JR alleged it, and the shop rep confirmed it.

2) The shop rep "did become blunt with her" during the phone call. To me, this is an admission of poor customer service, to a certain degree. Even if the customer, upset by a mistake the SHOP made, threatened to keep the skis, it is the retailer's job to stay professional and continue to treat the customer with respect and humility in the face of the ski shop's error. Customers are not trained in handling the gross mistakes of the professional retailers with whom they shop; service representatives are (and should be) trained in handling upset customers...their/the company's livelihood depends on it.

This is just my opinion, but I think JerseyRob has every right to be upset with the service he received. When a shop messes up this badly, the customer should never come away MORE upset than they were when they contacted the shop to let them know of the mistake. There are a lot of ways the shop could have accomplished this through sheer demeanor alone, or perhaps other ways (e.g. give them the options they gave them [return the skis or keep them with a $30.00 charge] and throw in free lift tickets, a discount coupon, a gift certificate, a book of free tunes, etc...).

And JerseyRob was well within his rights to post what he posted, imo. The issue may be a dodecahedron, and I still wouldn't care how many sides of the story we hear. It still leaves me wondering what makes DMC or any of you so high and mighty so as to deem anyone's frustration at the way they were treated as unfounded. Were you on the phone? Did you hear his tone or word choice? Was it your wife that was left shaking with anger or moved to tears?

Lastly, if the below is true:

Then I'm not even sure anymore how fair I think the solutions offered really were...its $30. To me, that should be well within the shop's ability to swallow to satisfy a customer that has spent $200. Make it up next time, when they order again because they were pleased with the service.

Nope, not a judge but obviously you're an attorney :smash:

My point was simple---I was glad that DMC got both partys involved, adn I agree that for 30 bucks the shop shoud've eaten it---carry on.

 

[jerseyrob]

Are you guys all judges? You are acting like it. And you are bad ones, at that. You are making yourselves the judge of the case of whether what happened was "fair". But, as far as I can tell, JerseyRob never had an issue with the fairness of the proposed resolution (and I agree that the options offered WERE pretty fair--though, see 2knees' comment below). From my understanding, JR's issue from the get go has been the tone and manner of the customer service. It was not the information that was delivered that was upsetting, but rather the WAY in which it was delivered.

There are two facts that are uncontroverted:

1) The mistake giving rise to the whole course of events was on the part of the ski shop. JR alleged it, and the shop rep confirmed it.

2) The shop rep "did become blunt with her" during the phone call. To me, this is an admission of poor customer service, to a certain degree. Even if the customer, upset by a mistake the SHOP made, threatened to keep the skis, it is the retailer's job to stay professional and continue to treat the customer with respect and humility in the face of the ski shop's error. Customers are not trained in handling the gross mistakes of the professional retailers with whom they shop; service representatives are (and should be) trained in handling upset customers...their/the company's livelihood depends on it.

This is just my opinion, but I think JerseyRob has every right to be upset with the service he received. When a shop messes up this badly, the customer should never come away MORE upset than they were when they contacted the shop to let them know of the mistake. There are a lot of ways the shop could have accomplished this through sheer demeanor alone, or perhaps other ways (e.g. give them the options they gave them [return the skis or keep them with a $30.00 charge] and throw in free lift tickets, a discount coupon, a gift certificate, a book of free tunes, etc...).

And JerseyRob was well within his rights to post what he posted, imo. The issue may be a dodecahedron, and I still wouldn't care how many sides of the story we hear. It still leaves me wondering what makes DMC or any of you so high and mighty so as to deem anyone's frustration at the way they were treated as unfounded. Were you on the phone? Did you hear his tone or word choice? Was it your wife that was left shaking with anger or moved to tears?

Lastly, if the below is true:

Then I'm not even sure anymore how fair I think the solutions offered really were...its $30. To me, that should be well within the shop's ability to swallow to satisfy a customer that has spent $200. Make it up next time, when they order again because they were pleased with the service.

Thank You Jay!!
Couldn't have said it better myself (or I would have!)!!

 

[dmc]

It still leaves me wondering what makes DMC or any of you so high and mighty so as to deem anyone's frustration at the way they were treated as unfounded. Were you on the phone? Did you hear his tone or word choice? Was it your wife that was left shaking with anger or moved to tears?

Wow... Listen jersey - All i did was request that the ski shop has a say in this... To get the other side of the story...

The dude ranted... Plain and simple...
He even admitted it!!!

 

[campgottagopee]

Ha! That was me! :dunce:

And it was based solely on the OP's description of what went down. Which in a way validates dmc's point.

You've undouched yourself by responding here. Now you and jerseyrob PM or call each other and sort this thing out.

Hey, at least everyone has a good sense of humpur about this one---I think this will work out just fine.......score one for the good guys. :flag:

 

[jerseyrob]

A pair of skis at cost or a return for a full refund is not good customer service?

Come on.... I am sure ther are plenty of stories of above and beyond and outstanding customer service out there, but to say what they offered is poor customer sevice is crazy. Any REASONABLE person would be happy with that.

You're not getting it are you?

 

[Riverskier]

Are you guys all judges? You are acting like it. And you are bad ones, at that. You are making yourselves the judge of the case of whether what happened was "fair". But, as far as I can tell, JerseyRob never had an issue with the fairness of the proposed resolution (and I agree that the options offered WERE pretty fair--though, see 2knees' comment below). From my understanding, JR's issue from the get go has been the tone and manner of the customer service. It was not the information that was delivered that was upsetting, but rather the WAY in which it was delivered.

There are two facts that are uncontroverted:

1) The mistake giving rise to the whole course of events was on the part of the ski shop. JR alleged it, and the shop rep confirmed it.

2) The shop rep "did become blunt with her" during the phone call. To me, this is an admission of poor customer service, to a certain degree. Even if the customer, upset by a mistake the SHOP made, threatened to keep the skis, it is the retailer's job to stay professional and continue to treat the customer with respect and humility in the face of the ski shop's error. Customers are not trained in handling the gross mistakes of the professional retailers with whom they shop; service representatives are (and should be) trained in handling upset customers...their/the company's livelihood depends on it.

This is just my opinion, but I think JerseyRob has every right to be upset with the service he received. When a shop messes up this badly, the customer should never come away MORE upset than they were when they contacted the shop to let them know of the mistake. There are a lot of ways the shop could have accomplished this through sheer demeanor alone, or perhaps other ways (e.g. give them the options they gave them [return the skis or keep them with a $30.00 charge] and throw in free lift tickets, a discount coupon, a gift certificate, a book of free tunes, etc...).

And JerseyRob was well within his rights to post what he posted, imo. The issue may be a dodecahedron, and I still wouldn't care how many sides of the story we hear. It still leaves me wondering what makes DMC or any of you so high and mighty so as to deem anyone's frustration at the way they were treated as unfounded. Were you on the phone? Did you hear his tone or word choice? Was it your wife that was left shaking with anger or moved to tears?

Lastly, if the below is true:

Then I'm not even sure anymore how fair I think the solutions offered really were...its $30. To me, that should be well within the shop's ability to swallow to satisfy a customer that has spent $200. Make it up next time, when they order again because they were pleased with the service.

If I had a customer swear at me and threaten to steal from my business I would "become blunt with her too".

 

[deadheadskier]

If I had a customer swear at me and threaten to steal from my business I would "become blunt with her too".

I have customers swear at me at least once a week. Chefs tend not to hold punches

 

[Glenn]

I have customers swear at me at least once a week. Chefs tend not to hold punches

Fixed it for ya. :lol:

 

[gmcunni]

 

[hammer]

I have customers swear at me at least once a week. Chefs tend not to hold punches

I worked for Keebler stocking cookies one summer...supermarket managers treat their vendors like s$#t, had one guy who routinely yelled at me every time I went into the store...

 

[Riverskier]

You're not getting it are you?

What I am not getting? The shop made an honest mistake and offered to correct it. Your wife was irrate and refused to accept anything but the original deal. She then swore at him and threatened to steal from the shop. After that if the shop owner was a bit blunt and unsympathetic I don't blame him! The customer is NOT always right and sometimes you have to be blunt with unreasonable people.

 

[jaywbigred]

If I had a customer swear at me and threaten to steal from my business I would "become blunt with her too".

Well then you'd be as poor at customer service as this shop was, and you'd wind up with people ranting about you on the internet.

 

[mlctvt]

A pair of skis at cost or a return for a full refund is not good customer service?

Come on.... I am sure ther are plenty of stories of above and beyond and outstanding customer service out there, but to say what they offered is poor customer sevice is crazy. Any REASONABLE person would be happy with that.

No it's not reasonable THEY screwed up, not the customer.

 

[dmc]

Well then you'd be as poor at customer service as this shop was, and you'd wind up with people ranting about you on the internet.

Or he could just ban the person from his shop...