Scuba.Com Customer Service

[EagleRay J]

Heres one for the books. My wife placed a $220 order with Scuba.Com on 17 November. She recieved the confirmation email which stated that her order should arrive by the 30th. Not a problem except that they held the entire order while one tank weight was back ordered. She checked it again today and found that it had been shipped but there was nothing on the Fedex shipping site so that meant it had JUST been shipped. When she looked at the Order Status page in the BILL TO: portion was the name address, home and cell phone numbers, and customer number of a lady from another state. The ship to and card information were ours however the BILL TO was this other persons. We called and left her a message just to make sure that she wasn't getting charged and to let her know of the problem. Then we called Customer Service(BIG JOKE). She first talked to some scuba instructor.When my wife explained what information was present they pretty much blew her off, and almost calling her a liar, saying that they didn't see that information of thier computer, nor was it thier problem. Then she got to actually talk to a customer service rep, she didn't seem any more concerned, kept asking what she needed, but wouldn't even confirm that there was a problem. That finally was the last straw and she told them to cancel our order. Since it has already shipped we are going to refuse it and have our money refunded. Looks like our favorite dive store is going to get some more of our money.

Now heres Chapter 2. The out of state lady called us back and thanked my wife for letting her know what was going on. THEN she told my wife that her information had also been placed on 15, yes I typed 15 other peoples orders. She has had to cancel and get re-issued several credit cards due to her being charged for items that she didn't order, or having items shipped to her that she didn't order. I read in another thread where several members of this board have placed orders with no problems. All I can say is lucky you. Never again.

[kev99]

Good thing Joe and Larry are running a well managed business with the customer service aspect at the forefront. This is also good feedback for them and the rest of us. For them, to reiterate to their employees the importance of good customer service and using efficient oredering systems and practices and us, so that we can steer clear of the other place! Thanks, and hope it turns out good for you and your wife in the end.

[navyhmc]

I've not done any business at scuba.com yet. So far, I haven't found anything I need not on scubatoys.

[Soonerwink]

I have purchased a couple of accessories from them and had no problems. I have heard on several occasions how bad their customer service is.

[ReefHound]

I'm really not sure why you are so upset other than they held off shipping the full order for a back ordered item. As long as you receive your stuff, if they bill someone else that's their problem. Although you oughta be able to check with your credit card to see if you were billed.

No excuse for lousy customer service like that but at this point refusing delivery is just asking for further problems. If they can't get a simple order shipped and billed correctly, what are the odds they are going to get it right on a refused delivery and refund demand?

[RoadRacer1978]

I'd be upset. If they are going to bill someone else for your order and have done it 15 times, who's to say the next 15 orders aren't going to be billed to you. Better watch your credit card close at least for a while now.

[ReefHound]

Originally Posted by RoadRacer1978

I'd be upset. If they are going to bill someone else for your order and have done it 15 times, who's to say the next 15 orders aren't going to be billed to you. Better watch your credit card close at least for a while now.

If/when that happens, then get upset. But I've never heard from anyone directly that has had that actually happen. And rejecting the current order doesn't reduce that possibility but does introduce the possibility of new issues.

[awap]

Originally Posted by RoadRacer1978

I'd be upset. If they are going to bill someone else for your order and have done it 15 times, who's to say the next 15 orders aren't going to be billed to you. Better watch your credit card close at least for a while now.

I knows it won't be me. I'll see an iceberg in Cozumel before I'd give them my CC information.

But it probably would be a good idea to keep the order until they contact you to negotiate satisfactory shipping, handling and storage charges before you send it back to them.

[frankc420]

I wouldn't be surprised if they (Scuba.com) store CC info in a text file on their desktop with a title of:

CONFIDENTIAL - CUSTOMER CREDIT CARD NUMBERS.txt

---

Hey, don't look at me! I've worked on MANY business systems that store their customers CC info like this... that's where I propose a new system to them :P

[mcc2318]

I've never had a problem with Scuba.com, I think the most I bought from them was about 100 bucks. It came in on time and one of the bag I bought came missing a zipper, within the week scuba.com sent me a new bad. So I can't bash them.