Bad Experience at Scuba Toys!

[sixthblade]

I sent a buddy of mine - new diver - to Scuba Toys.

I have been buying stuff from the store for years, and I am always well taken care off. I told him to go to the store, as people there would guide him through his purchase.

Well, he had a very different experience.

He said the person who served him was did not seem to know what he was on about, did not really offer any advise, and basically - just ruined the experience.

He bought a regulator set-up/octopus for over $400 - but is going to return it, as on-line reviews do not rate that model as being any good.

I feel kind of embarrassed - but I feel this must have been extremely bad luck on his part.

Come on Scuba Toys - don't let me down!!

[Tully Mars]

Everyone has and off day. Maybe this person just got someone who was side tracked with bad news recently or simply didn't feel well. I mean it's impossible to have 100% customer satisfaction all the time. Given the number of people extremely satisfied I'd be surprised if this isn't an anomaly.

[sixthblade]

I agree with you completely.

I have been to ST loads of times, and usually end up spending more than I intended, as I am shown really cool stuff that I really - really - ought to have.

That is why this totally blindsided me.

Shame that it was his 1st experience ... maybe when he goes back to return the reg, things will right themselves!

[ScubaToys Joe]

I am very sorry your friend had a bad experience... Can you give your buddies name so I can find out who helped him? I have done some research on today’s in store sales and have narrowed it down to three sales and two sales guys, Also what Regulator did he get? The invoices I show have two different Reg setups one has the Oceanic Alpha 8 as the Primary Reg which is a great value at the price of $144.95 and the other has the Aeris Atmos Pro which is probably the best breathing regulator on the market for under $400 and it only sells for $249.95 so I can't believe this is the one since it maybe the best buy in Scuba!

But either way if you can please put me in touch with your friend so we can make amends for the bad experience...

Again I am very sorry if the ball got dropped, but I will assure you I will take care of it! Most everyone on the forum knows we pride ourselves on our customer service and welcome any comments or even criticism if will help us excel to achieve the level of customer service all of our Scubatoys customers deserve.

Thanks

Joe

[ScubaToys Larry]

When he goes in - have him ask for Joe and let him know what happened and he'll make sure he's taken care of. And as a side note - reviews are not always accurate - I don't know what he got - but we will make sure he leaves with what he wants.

[medicdiver]

You guys are first class in customer service. I like the quick response.

[Rileybri]

Now if Ford GM Chrysler had CS like this we would not be bailing them out! Everyone has a bad day or two in retail. I know I was a floor manager and Ski tech for the better part of five years at a store with a similar ethos as ST. WHat should be more relevant is the stores willingness and ability to make it right.

Once again ST is stepping out from the rest.....

[snagel]

This is very odd.....I've purchased a lot of things from ST and never had a bad transaction, but there is always a first or like somebody said somebody maybe didn't understand. I'm sure it can be corrected if it needs to be.

The point here is that both Larry and Joe have posted and have spend time researching the issue.....Where else in any market do you get this type of customer service!!!!

Not just trying to suck up, I am very pleased that there is customer service like this out there (meaning the follow-up).

S. Nagel

[Vlane]

Originally Posted by ScubaToys Joe

I am very sorry your friend had a bad experience... Can you give your buddies name so I can find out who helped him? I have done some research on today’s in store sales and have narrowed it down to three sales and two sales guys, Also what Regulator did he get? The invoices I show have two different Reg setups one has the Oceanic Alpha 8 as the Primary Reg which is a great value at the price of $144.95 and the other has the Aeris Atmos Pro which is probably the best breathing regulator on the market for under $400 and it only sells for $249.95 so I can't believe this is the one since it maybe the best buy in Scuba!

But either way if you can please put me in touch with your friend so we can make amends for the bad experience...

Again I am very sorry if the ball got dropped, but I will assure you I will take care of it! Most everyone on the forum knows we pride ourselves on our customer service and welcome any comments or even criticism if will help us excel to achieve the level of customer service all of our Scubatoys customers deserve.

Thanks

Joe

Wow, that's customer service that you always hear about but rarely seem to see in action. Wished i lived a lot closer to you guys, but then again, i would probably be spending way too much money .

[IrishSquid]

Originally Posted by sixthblade

....
He bought a regulator set-up/octopus for over $400 - but is going to return it, as on-line reviews do not rate that model as being any good.
....this must have been extremely bad luck on his part.

So he feels less than a stellar sale has been performed, because: He checked out reviews AFTER making his purchase, not researching before.
This is not bad luck, it's bad due diligence and product research. Joe and Larry aren't letting you or your friend down, your friend let himself and you down. IMHO