Where to start?!?!
When my wife ordered the cheer shoes from KM Sports she was aware and questioned the owner if we could still order the shoes in time for her cheer practice to start. The owner then called and confirmed that she was able to add the shoes to the team/group order she had placed. It has now been 3 weeks and we still do not have the shoes, yet all of the other girls on the squad do.
Earlier this week my wife was told it would be "At least another week", emphasis on "At least" as this implies likely longer.
I called and spoke to the owner today and let me tell you how little they know customer service. The conversation started out quite innocent, I explained to her the situation and that the coaches are asking us after EVERY practice to get the shoes and i needed to know when the shoes would be in or if I needed to cancel the order and get them somewhere else who had the shoes in stock. The owner then decided to throw it back at me that we ordered the shoes late and that she was getting direction from the club to re-open the online account (Long necessary story). Long and short, she did NOT have the shoes ordered but she all sorts of "reasons" A.K.A. excuses as to why.
And then offered my 2 options for resolution: 1. When will the shoes be here? 2. Cancel the order.
The owner then told me I could not cancel the order for "Custom Shoes" (Apparently shoes sold on Amazon are "Custom"). I then told her that she just told me that she hadn't ordered the shoes as she explained because of the club "Opening the online account" and she would make a "Group Order". This is where I started to get irritated, and repeated you have 2 options which will it be. She then tried to tell me her excuses and I interrupted her and said it was easy she had 2 options. She again tried to re-tell me her excuses and when I spoke over her again she told me "Call her back when I am done yelling at her" and hung up the phone.
Call 2: I immediately call back and ask who her supervisor is and that is when she informs me she is one of the owners. I told her she has poor customer service and asked again what resolution she had chose. She AGAIN tries to give me more excuses, I talk over her and she hangs up AGAIN.
Call 3: me "The next call will be from my attorney, what is your resolution?" Owner: "if you would let me talk." Me; (complete silence) she then alleges all she wanted to ask me was my contact information to mail me a refund. I gave her that and started to tell her that my expectation was s full refund and as I was looking up th price she says "Sir I am not that rude, if I told you was giving you a refund I meant it" Right, hanging up on a customer upset with your lies twice isn't rude????
I will be contacting the club in hopes of them finding a new sporting goods supplier of the 30 or so in the area! read more