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

[jerseyrob]

One of the moderators may want to change the title to actually reflect Rob's attempted edit. It remains as originally posted on the lead headline "DO NOT DO BUSINESS WITH GOLDSTOCK'S SPORTING GOODS in NY."

Please do so! I thought I was able to make that change but I guess not! Thanks for looking out!!

 

[SkiDork]

I agree tha the way the rep spoke to you was totally inept in terms of proper CS. Seems these days a lot of folks don't know the basics of good CS. Oh well.

I also agree with Greg, that this was most likely a bad day for this guy, or he's just a bad seed and not necessarily representative of the whole company. I would have asked to speak to the mgr relatively quickly, and not pursued more conversation with this guy.

But you certainly have a right to voice your complaints here

 

[Greg]

Dude... Supposed... Supposed... It's not calling someone a liar...

Sup⋅posed  [suh-pohzd, -poh-zid] Show IPA
–adjective
1. assumed as true, regardless of fact; hypothetical: a supposed case.
2. accepted or believed as true, without positive knowledge: the supposed site of an ancient temple.
3. merely thought to be such; imagined: supposed gains.

We get it D. Chill out with definitions and condescension, i.e.:

Main Entry: con·de·scen·sion
Pronunciation: \ˌkän-di-ˈsen(t)-shən\
Function: noun
Etymology: Late Latin condescension-, condescensio, from condescendere
Date: 1647

1 : voluntary descent from one's rank or dignity in relations with an inferior
2 : patronizing attitude or behavior

:razz:

 

[Goldstocks Sporting Goods]

Ashamed of the Error, 2 sides to every story

I am the internet sales manager for Goldstocks Sporting Goods. I'd like to send my deepest apologies to the customers affected. I take great pride in my job and strive to provide the best possible shopping environment for your customers. I respect the fact that you are spending your hard earned paychecks purchasing skis from us. I too am a passionate skier and personally feel terrible about the situation.

Goldstocks did ship the wrong skis to this individual. Both employees responsible for daily operations of the web sales were removed from the store for the day, participating in the shop demo day in Stratton, VT. The responsibility was left to someone whom needs retraining on the shipping protocol. I take responsibility for that first hand. It is a rare occurrence that both individuals are away from the store at the same time, so the situation was unique. None the less, the wrong skis were shipped and the next evening the last pair of 09 Shadow 151cm skis were sold in our store. It took 2 days for this problem to be realized when the customer called to state the wrong skis were sent.

I was the individual that spoke with "jerseyrob"s wife over the phone. I did apologize several times. I admitted fault immediately. I offered her two choices. I'd let her keep the skis for an additional ***$30.00*** or provide a shipping label to send them back. She spent $199.99 for the 09 shadows. The 2010 Shadows COST Goldstocks $228.00. The $30.00 was to break EVEN on the skis. I would be selling these 2010 skis below MAP pricing set by manufacturer (LINE, K2) which is in direct violation of our retailer contract. During the conversation I did become blunt with her when she made reference to keeping the skis because we "F'ed up". I simply stated that I did have her credit card information and that I was making a very reasonable deal with her.

Goldstocks has been in business for multiple generations and is a staple of our community. This would not be the case if occurrences like this were at all common. We'd like to again, take full responsibility for error. We need no forgiveness. The internet is a new feature to Goldstocks, the web site only being in operation its second year. We are using errors like these to better implement procedures and protocols to improve our operations.

Thanks for allowing me to provide an alternative view of the situation.

Think Snow

 

[dmc]

Dude, why are you getting so worked up? You called his statement "doubtful" by your own definition. That's fine if you don't believe him, it's even fine that you call him a liar, why not stand behind your statement??

I started this thread pretty chill.... And I believe i still am...

I don't believe anyone that says stuff in an emotionally charged state and just spews negative stuff with no explanation as to why...

Why don't you moderate yourself and back off!!!


mod·er·ate
Pronunciation: \ˈmä-d(ə-)rət\
Function: adjective
1 a : avoiding extremes of behavior or expression : observing reasonable limits

 

[dmc]

We get it D. Chill out with definitions and condescension, i.e.:



:razz:

good one...

 

[dmc]

I am the internet sales manager for Goldstocks Sporting Goods. I'd like to send my deepest apologies to the customers affected. I take great pride in my job and strive to provide the best possible shopping environment for your customers. I respect the fact that you are spending your hard earned paychecks purchasing skis from us. I too am a passionate skier and personally feel terrible about the situation.

Goldstocks did ship the wrong skis to this individual. Both employees responsible for daily operations of the web sales were removed from the store for the day, participating in the shop demo day in Stratton, VT. The responsibility was left to someone whom needs retraining on the shipping protocol. I take responsibility for that first hand. It is a rare occurrence that both individuals are away from the store at the same time, so the situation was unique. None the less, the wrong skis were shipped and the next evening the last pair of 09 Shadow 151cm skis were sold in our store. It took 2 days for this problem to be realized when the customer called to state the wrong skis were sent.

I was the individual that spoke with "jerseyrob"s wife over the phone. I did apologize several times. I admitted fault immediately. I offered her two choices. I'd let her keep the skis for an additional ***$30.00*** or provide a shipping label to send them back. She spent $199.99 for the 09 shadows. The 2010 Shadows COST Goldstocks $228.00. The $30.00 was to break EVEN on the skis. I would be selling these 2010 skis below MAP pricing set by manufacturer (LINE, K2) which is in direct violation of our retailer contract. During the conversation I did become blunt with her when she made reference to keeping the skis because we "F'ed up". I simply stated that I did have her credit card information and that I was making a very reasonable deal with her.

Goldstocks has been in business for multiple generations and is a stable of our community. This would not be the case if occurrences like this were at all common. We'd like to again, take full responsibility for error. We need no forgiveness. The internet is a new feature to Goldstocks, the web site only being in operation its second year. We are using errors like these to better implement procedures and protocols to improve our operations.

Thanks for allowing me to provide an alternative view of the situation.

Think Snow

I can confirm this as they sent me a response using the email I originally sent me request to...

 

[SkiDork]

very nice post by the CS rep from the store. Internet rules!!!!

 

[Highway Star]

I was the individual that spoke with "jerseyrob"s wife over the phone. I did apologize several times. I admitted fault immediately. I offered her two choices. I'd let her keep the skis for an additional ***$30.00*** or provide a shipping label to send them back. She spent $199.99 for the 09 shadows. The 2010 Shadows COST Goldstocks $228.00. The $30.00 was to break EVEN on the skis. I would be selling these 2010 skis below MAP pricing set by manufacturer (LINE, K2) which is in direct violation of our retailer contract. During the conversation I did become blunt with her when she made reference to keeping the skis because we "F'ed up". I simply stated that I did have her credit card information and that I was making a very reasonable deal with her.

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.

 

[Greg]

These threads are always winners. :lol:

Hopefully, some sort of resolution has or will happen here.

 

[SkiDork]

if the phone convo went like the CS rep said, I would tend to think the OP's wife over-reacted.

 

[dmc]

These threads are always winners. :lol:

Hopefully, some sort of resolution has or will happen here.

My work is done...

Off to ride now!!!


1ride
1 a : to sit and travel on the back of an animal that one directs b : to travel in or on a conveyance
2 : to travel as if on a conveyance : be borne <rode on a wave of popularity>
3 a : to lie moored or anchored <a ship rides at anchor> b : sail c : to move like a floating object <the moon rode in the sky>
4 : to become supported on a point or surface
5 a : to travel over a surface <the car rides well> b : to move on the body <shorts that ride up>
6 : to continue without interference <let it ride>
7 a : to be contingent : depend <plans on which the future rides> b : to become bet <a lot of

 

[bvibert]

I started this thread pretty chill.... And I believe i still am...

I don't believe anyone that says stuff in an emotionally charged state and just spews negative stuff with no explanation as to why...

Why don't you moderate yourself and back off!!!


mod·er·ate
Pronunciation: \ˈmä-d(ə-)rət\
Function: adjective
1 a : avoiding extremes of behavior or expression : observing reasonable limits

All I'm doing is clarifying what you said, so I can be clear. Why did you deny calling him a liar? You just admitted that you did now? What's the big deal? Just say it like it is, no need to hide behind secrecy and ambiguous definitions.

am·big·u·ous (m-bgy-s)
adj.
1. Open to more than one interpretation: an ambiguous reply.

 

[Highway Star]

if the phone convo went like the CS rep said, I would tend to think the OP's wife over-reacted.

People get worked up when they think they have a good deal in hand and it doesn't work out....they just do.

 

[Greg]

All I'm doing is clarifying what you said, so I can be clear. Why did you deny calling him a liar? You just admitted that you did now? What's the big deal? Just say it like it is, no need to hide behind secrecy and ambiguous definitions.

am·big·u·ous (m-bgy-s)
adj.
1. Open to more than one interpretation: an ambiguous reply.

Brian - go back and re-read what I said about picking your battles..... :razz:

 

[dmc]

All I'm doing is clarifying what you said, so I can be clear. Why did you deny calling him a liar? You just admitted that you did now? What's the big deal? Just say it like it is, no need to hide behind secrecy and ambiguous definitions.

am·big·u·ous (m-bgy-s)
adj.
1. Open to more than one interpretation: an ambiguous reply.

whatever dude.... Your just embarrassing yourself now...

 

[Greg]

People get worked up when they think they have a good deal in hand and it doesn't work out....they just do.

You nailed it a million% oh Gnar one!

Also, things get lost in translation between parties from time to time. Again, I hope a reasonable resolution can be found here.

 

[dmc]

EDIT - After calming down a bit and reasoning with some comments you guys have made, I decided to change the name of this thread to reflect my true problem with this establishment. I realize I shouldn't take my frustrations out on an entire business from an interaction with one of their employees.

nice!!! I hope you can resolve this...

 

[2knees]

I would be selling these 2010 skis below MAP pricing set by manufacturer (LINE, K2) which is in direct violation of our retailer contract.

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.

 

[marcski]

I want to know what India Pale Ale has to do with the definition of "alleged"? It is one of my favorite types of carbonated beverages.

al⋅leged  [uh-lejd, uh-lej-id] Show IPA
–adjective
1. declared or stated to be as described; asserted: The alleged murderer could not be located for questioning.
2. doubtful; suspect; supposed: The alleged cure-all produced no results when it was tested by reputable doctors.