scuba.com

[SHAGGY]

First I'll start off with a poor customer service story. Well, before I was lucky enough to have found ST, I placed an order with scuba.com. At first, everything seemed fine, I even called up the company to place my order just to get a feel for the way they treated customers. On the phone they seemed nice enough. So,... my first order was for a bag, snorkle, fins and mask for my son. I placed my order and waited,... waited and then waited some more, and then come to find out they waited over a week before they even shipped the items. Then while I was waiting I placed another order for a wetsuit. When the first order arrived, the mask had a defective buckle so I called up the company to see their exchange policy on a defective product, and the rep told me that he would charge me for a new mask and that I would need to ship the defective one to them and they would have a product rep look at the mask and if it was indeed defective that they would credit me the price of the second mask and shipping. While doing all of this I inquired about my wetsuit order, "appx 1 week after the order", and they stated that it would ship out in the next few day and I then had them cancel that order and credit my card that amount and they very reluctantly did.
Now,..... on the positive customer service story. I at first ordered external strobe for my Sealife DC600 from Scuba Toys and the order went great and the guys on the phone were really helpful, and my strobe was shipped out that day. I was in the DFW area a few days later and picked up a Bare Velocity 3/2 wetsuit from ST and a few other items as well, and everyone at the store was great. My latest order was for for a BCD package from ST, that I was ordering for my son. The transaction went smoothly as usual but when I recieved the items the gauges were metric instead of imperial and the amount of my invoice showed that I was billed appx $50 more than the final price that I was quoted on the phone when I placed the order for the package. I then gave ST a call and explained all of this to them and with no hestitation they put an imperial console in the mail with a prepaid UPS return slip enclosed in the box, and they also credited back my card the $50. The bottom line is that you can rest assured that the Scuba Toys guys will stand behind the products they sell until the customer is satisfied.

[ScubaToys Larry]

Thanks for the kind words... sorry we goofed up your gauge there.. we ship a lot over seas, so we stock a lot of metric products, and I guess someone pulled the wrong one. I'm glad we were able to get it straightened out for you and you were pleased with the final outcome. Thanks for sharing your story.

[SHAGGY]

Originally Posted by ScubaToys Larry

Thanks for the kind words... sorry we goofed up your gauge there.. we ship a lot over seas, so we stock a lot of metric products, and I guess someone pulled the wrong one. I'm glad we were able to get it straightened out for you and you were pleased with the final outcome. Thanks for sharing your story.

Hey, I wasnt so worried about the mistake, we're only human. You guys fixed it, and thats what really matters. Any business can and will make mistakes,... it's just that the really great ones know how to fix the problems. The positive comments about you guys on this forum was 3/4 of the reason why I initionally ordered from you guys. It sure makes a person feel at ease when they see so many satisfied people on this forum. Matter of fact, I'm so pleased with your customer servive that I called up Joe the other day and had him work me up a Law Enforcement package price on dry suits for me and my partner. Now I'm just trying to decide which suit to submit to our Chief for us to purchase.

[skdvr]

scuba.com sucks.... Espically their customer service! Here is a post that I made on scubaboard about the horrible experience that I had with scuba.com, and through that post I learned some new things about a specific parctice that scuba.com has about searching for and reporting on scuba buisnesses that sell products under MAP.

Here is a link to what scubatoys did to help out the situation I was in with scuba.com. I could never say enough good things about scubatoys...

Phil

[SHAGGY]

WOW,.... I'm glad to see that you came out ok,... thanks to great folks at ST.

[coralcrazed]

wow... I was looking at thier site. no more now

[skdvr]

Originally Posted by coralcrazed

wow... I was looking at thier site. no more now

I stay away for good now... I warn everyone that I come in contact with that even thinks about buying something from them.

Their buisness practices would have to change an aweful lot for me to ever think about going back there. It is not like what did to me or to the OP is an isolated thing. If you look at my post on scubaboard there are a lot of people that have been screwed by them...

Phil

[awap]

You guys just don't appreciate the honor they bestow upon you by allowing you to purchase from them. Don't you see how unresonable it is to insist on good customer service over and above the honors? Afterall, these guys all have a strong background as instructors and operators of LDSs.

Hummm --- maybe that is part of the problem.

[skdvr]

Originally Posted by awap

You guys just don't appreciate the honor they bestow upon you by allowing you to purchase from them. Don't you see how unresonable it is to insist on good customer service over and above the honors? Afterall, these guys all have a strong background as instructors and operators of LDSs.

Hummm --- maybe that is part of the problem.

[SHAGGY]

Originally Posted by awap

You guys just don't appreciate the honor they bestow upon you by allowing you to purchase from them. Don't you see how unresonable it is to insist on good customer service over and above the honors? Afterall, these guys all have a strong background as instructors and operators of LDSs.

Hummm --- maybe that is part of the problem.

OMG,...........thats just too funny,.......