What happened to Customer Service?

[Colorado Cajun]

Bad experience with Sportman's Warehouse not standing behind what they sell. I have to say, the manufacturer made good on thier product. Below is the letter I sent to Sportman's Whorehouse.

I purchased a frying thermometer at the Aurora store not long ago. I took it home, unpackaged it, wash it and put it in the drawer with other cooking item (Something that most people would do with a thermometer.). When I went to use it the first time, it got up to 300 degrees and stayed there. A little while latter, my peanut oil was smoking and was burnt and it was still at 300 degrees. I took it in to your store today in C.S. to exchange it. Your camping manager wouldn’t do anything because I didn’t have the receipt. This is the way I see it. I buy a $10.00 thermometer from Sportsman’s Warehouse. I ruin $10.00 of peanut oil, about $8.00 in gas and 1hour of my time all for a faulty product that your store obviously doesn’t stand behind. So now, I have one hour of my time and a total of $28.00 wasted for nothing. I have spent a lot of money in your store on other purchases. I have also spent a lot of money with Cabela’s and Bass Pro Shop and NEVER had any issues with returning a faulty product. Their customer services out weighs Sportsman’s by a long stretch. The last thing I told your manager is “You just lost a customer over a $10.00 thermometer.” I may pay more ordering from Cabela’s, but I also know that they stand behind their products.

[stp1971]

Typical customer service for the most part these days. With the hustle and bustle no-one has time to help you anymore.

[Time4me2ride]

When you consider that the $10 thermometer cost the local franchise about $5 wholesale, an probably cost the manufacturer $2 (including freight) when mass produced in china, the retailer lost a customer over $5. Amazing when you consider what most outdoors types spend in a year on equipment and stuff.

Thanks for the heads up, I'll avoid the place.

[viper94bite]

Customer Service? What is this thing you speak of?

[The Teach]

Good heads up man. I won't be using them in the future. (Lost three local customers now. lol)

Btw, anyone within the "Colorado Quintet", T4M2R, CC, or Merlot want to ride this weekend, shoot me a pm with your number or give me a call if you have my number already.

My TomTom Rider came in earily and I'd like to give it a go this weekend. Merlot, you are more then welcome to ride the SV if you need a bike.

TT

[boz]

they'll probably send you some coupons. i used to rent cars and that's what my manager used to do if there was a complaint that made it to the corporate customer service.

[Bluecruzer]

That wasn't poor customer service, that was an idiot you were dealing with.

While on the topic - I gave up on trying to give "great customer service"...

I do my job and I do it well. Every damn corporation or business out there markets their so called commitment to "service"

Well, here's a reality check (when in doubt... go deep.)


The word SERVICE is derived from the Latin word "SERVITIUM"

Big deal right? Well that word means "slavery, servitude," it all stems from the basic word SERVUS which means "slave"

Sorry, if someone expects me to provide customer service, I ain't the customer's biatch nevermind their slave.

I'll keep doing my job instead.

[Clint]

Well, you can complain about customer service, but I'd argue that it's largely driven by consumer decisions. How often do you shop at one store over another because they're 5% cheaper? Well, in order to charge 5% less, something has to give.

If you want good customer service, you'll have to pay more (what you should be paying in the first place). Don't be surprised.

My own Sportsman's Warehouse story:
I shopped there last week for a new GPS. The salesman at the electronics counter was friendly, knew a little about the product (just a little, but loads more than most auto parts clerks), and generally treated me well. When it came time to talk price, I asked about their match policy. His response? "We can't match online stores because they don't have the overhead we do". My reply? "The reason why means nothing to me. Either you want to sell me the thing or you don't".

The moral of the story? I didn't buy there because I can get it cheaper elsewhere (under $400 versus $499). But do I expect them to risk losing money buy accepting for return an item that's supposedly defective? Not really. It's the price I pay. Everything's a compromise.

Even Home Depot, which 5 years ago would return anything up to and including car tires, no questions asked (that really happened), has tightened their return policy. It's just too expensive to be that loose.