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

[campgottagopee]

I agree that neither of us was on the phone and you certainly have a point there. But I just feel a lot of people are focusing on "was what she offered fair?" That's not really the point. There is more to customer service than just coming up with a fair fix for a mistake you made. "Oh, the shop was totally reasonable and fair with that offer!" does not address what happens when the shop rep is an a-hole in delivering the fair and reasonable offer.

Good point----I always have told my guys you get more done with sugar than you do with salt, If the salt has to come out it should be from me and not them. I think it would've been best for this sales rep to have his mngr call this customer back and handle the situation......maybe things would've been better.

 

[jaywbigred]

After being talked down to once already as a paying customer, my wife was annoyed and stated "You know, I didn't even have to call you guys to inform you that you sent us a pair of 2010 Shadows for the price of 2009 Shadows", to which he replied to with the having your credit card info statement. There was no threat to keep these skis without paying the remainder. We don't even want them!!! If we wanted them we would have ordered them in the first place!!

BTW - return shipping label will "get to me shortly" as per the rep. Just ordered the 2009 from a larger internet site for fifty dollars more. This is the last time I'll let my wallet make my decision on where to spend my money.

This is an important qualification and a little different than a threat to steal, imo. The customer did the right thing in contacting the shop and came away from that contact enraged. To me, that is on the shop.

 

[campgottagopee]

After being talked down to once already as a paying customer, my wife was annoyed and stated "You know, I didn't even have to call you guys to inform you that you sent us a pair of 2010 Shadows for the price of 2009 Shadows", to which he replied to with the having your credit card info statement. There was no threat to keep these skis without paying the remainder. We don't even want them!!! If we wanted them we would have ordered them in the first place!!

BTW - return shipping label will "get to me shortly" as per the rep. Just ordered the 2009 from a larger internet site for fifty dollars more. This is the last time I'll let my wallet make my decision on where to spend my money.

Cool, glad you got your wife the skiis she wanted

 

[mlctvt]

Just ordered the 2009 from a larger internet site for fifty dollars more. This is the last time I'll let my wallet make my decision on where to spend my money.

See if the customer found them the ski shop could have done that too. $50.00 would have "made things right". The customer would have been happy and the lost goodwill would never have happened.
This could be a good case study for a business school!

 

[marcski]

You see it all the time as a mediator...people don't fight over money or items...they fight out of emotion.

Now, I'm far from sexist...living with 3 women....fathering 2 of them...so if this sounds sexist it really isn't..its more of an observation: It is interesting to note that both of these issues...(JerseyRob and Swampthing's) occurred with women being on the phone with the ski shop. Now, I've never met either Swampthing or Mrs. JerseyRob....but ...I think it is fair to say that from what I have seen, women can overreact and get over emotional about things.

p.s the store should have offered to let her keep the 2010's at the same price and the store should have eaten the $30.

 

[campgottagopee]

Now, I'm far from sexist...living with 3 women....fathering 2 of them...so if this sounds sexist it really isn't..its more of an observation: It is interesting to note that both of these issues...(JerseyRob and Swampthing's) occurred with women being on the phone with the ski shop. Now, I've never met either Swampthing or Mrs. JerseyRob....but ...I think it is fair to say that from what I have seen, women can overreact and get over emotional about things.

p.s the store should have offered to let her keep the 2010's at the same price and the store should have eaten the $30.

Hmmmmm, interesting observation.

 

[2knees]

GAS meet FIRE

 

[Riverskier]

I agree that neither of us was on the phone and you certainly have a point there. But I just feel a lot of people are focusing on "was what she offered fair?" That's not really the point. There is more to customer service than just coming up with a fair fix for a mistake you made. "Oh, the shop was totally reasonable and fair with that offer!" does not address what happens when the shop rep is an a-hole in delivering the fair and reasonable offer.

But according to the shop owner he did offer an apology and wasn't an a-hole! Which brings us back to the fact that neither one of us was on the phone so we have no way of knowing. I have formed an opinion by trying to read through the lines from both posts, but I realize I could be completely wrong. For all I know the guy was actually a complete prick! The only thing that can actually be debated without knowing what went on over the phone is whether his offer was fair, but I understand that is only one of two issues here.

 

[jaywbigred]

But according to the shop owner he did offer an apology and wasn't an a-hole! Which brings us back to the fact that neither one of us was on the phone so we have no way of knowing. I have formed an opinion by trying to read through the lines from both posts, but I realize I could be completely wrong. For all I know the guy was actually a complete prick! The only thing that can actually be debated without knowing what went on over the phone is whether his offer was fair, but I understand that is only one of two issues here.

River, you are definitely right. My reading between the lines is that, given how upset she was, the guy was probably prick-ish in the delivery of what I think is basically a fair offer. But I wasn't on the phone...and my reading could be wrong. If it is, then I agree with you...if the shop rep was courteous and apologetic in tone and manner, in addition to his word choice, then there isn't anything more he could have done.

I'm just not convinced that's what happened here, but the world will never know...I think maybe everyone is ready to move on to a new thread...I'm having some real feelings of jealousy for anyone in the Snowshoe, VA area right about now!!!!

 

[Riverskier]

This is an important qualification and a little different than a threat to steal, imo. The customer did the right thing in contacting the shop and came away from that contact enraged. To me, that is on the shop.

I agree, but this is the 3rd time the credit card was mentioned and the circumstances and/or amount of information changes each time. When it first came up jerseyrob menioned that the shop owner threatened him that they still had his card number. No more information, so this sounds real bad. Then the shop owner said that the wife threatened to just keep the skis and that is when he mentioned he had the card number. Sounded there like the wife was threatening to steal and the shop owner was only protecting himself. And now the 3rd scenario where she just mentions that she didn't have to call at all- harmless remark.

All the more justification that this situation can't be reasonably judged without hearing the original conversation.

 

[Riverskier]

River, you are definitely right. My reading between the lines is that, given how upset she was, the guy was probably prick-ish in the delivery of what I think is basically a fair offer. But I wasn't on the phone...and my reading could be wrong. If it is, then I agree with you...if the shop rep was courteous and apologetic in tone and manner, in addition to his word choice, then there isn't anything more he could have done.

I'm just not convinced that's what happened here, but the world will never know...I think maybe everyone is ready to move on to a new thread...I'm having some real feelings of jealousy for anyone in the Snowshoe, VA area right about now!!!!

Agreed, I guess we will never know! I am bored with this too, but at least it killed a good chunk of my work day. Off to happy hour in an hour and Sunday River tomorrow!

 

[severine]

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

You defined a verb as an adjective.

v. (md-rt) mod·er·at·ed, mod·er·at·ing, mod·er·ates
v.tr.
1. To lessen the violence, severity, or extremeness of.
2. To preside over: She was chosen to moderate the convention.
v.intr.
1. To become less violent, severe, or extreme; abate.
2. To act as a moderator.

mod·er·a·tor (md-rtr)
n.
1. One that moderates, as:
a. One that arbitrates or mediates.
b. One who presides over a meeting, forum, or debate.

I guess I live in LA-LA land then.
My company has made errors when quoting jobs but we honored our price even though it cost us thousands of dollars. That's probably why I think a measily $200 for the set of skis is no big deal. Hell I would have probably given the customer the skis to cover our error. Then the poster would have been on this site telling us what a great ski shop it was. . .

It's all relative---if you're quoting a 2 million dollar project a couple grand is no big deal......if you're selling a 150 dollar pair of skiis 30 bucks is a big deal, but I agree that the shop should've eaten the 30 bucks....it's just good "form".

I've worked in customer service for a nationally known mail-order nursery. We were instructed that the customer is always right. Even if you know they killed the plants themselves because they were idiots, or they ordered the wrong thing, whatever...the customer is always right. Replacements were to be given for items under a certain dollar amount without question (I think it was if the individual item was under $200...even if the customer was at fault. Over that we had to refer to a supervisor). There were cases where, through customer's idiocy, we would have to ship out thousands of dollars of plants in replacement--our loss. It wasn't our fault, but we stood behind the name and the products.

Now, I'm far from sexist...living with 3 women....fathering 2 of them...so if this sounds sexist it really isn't..its more of an observation: It is interesting to note that both of these issues...(JerseyRob and Swampthing's) occurred with women being on the phone with the ski shop. Now, I've never met either Swampthing or Mrs. JerseyRob....but ...I think it is fair to say that from what I have seen, women can overreact and get over emotional about things.

p.s the store should have offered to let her keep the 2010's at the same price and the store should have eaten the $30.

I agree with your P.S. You know how I feel about the rest.

 

[gladerider]

After being talked down to once already as a paying customer, my wife was annoyed and stated "You know, I didn't even have to call you guys to inform you that you sent us a pair of 2010 Shadows for the price of 2009 Shadows", to which he replied to with the having your credit card info statement. There was no threat to keep these skis without paying the remainder. We don't even want them!!! If we wanted them we would have ordered them in the first place!!

BTW - return shipping label will "get to me shortly" as per the rep. Just ordered the 2009 from a larger internet site for fifty dollars more. This is the last time I'll let my wallet make my decision on where to spend my money.

jerseyrob, thanks for sharing. if a store treated anyone in my family that way, i would be livid too. i like small local shops and i support them whenever i can. in a bad economy, the local shops that i go to go out of their ways to satisfy their customers. in this case, the shop screwed up wasting your time, just for that they should have offered better options than what he stated here. i know one shop i am not going to deal with. thanks.

 

[ZYDECORICH]

Wow Ski Haus thread clone. All points given on topic aside, me sense agitation and venting due to big storm that most of us aren't going to get. hope all our blood pressures are lower now. Deep breaths kids.

 

[campgottagopee]

Wow Ski Haus thread clone. All points given on topic aside, me sense agitation and venting due to big storm that most of us aren't going to get. hope all our blood pressures are lower now. Deep breaths kids.

I have pills for that :grin:

 

[bvibert]

Wow Ski Haus thread clone. All points given on topic aside, me sense agitation and venting due to big storm that most of us aren't going to get. hope all our blood pressures are lower now. Deep breaths kids.

What storm?? :dunce:

 

[ZYDECORICH]

The one the VooDoo Lady said was gonna come on sat....oh forget it. Sorry.

 

[jrmagic]

I have pills for that :grin:

What pills?:dunce:

 

[Greg]

Who's skiing this weekend?

 

[dmc]

Who's skiing this weekend?

Riding Hunter Sat and Sun....
Then driving to Jay with a few friends for Monday and Tuesday!

Never been... totally psyched!