Scuba.com

Complaint ID: [redacted] Last Name: [redacted] To Whom It May Concern: [redacted] had received gift certificates from family members, and after placing an order, had a balance due remaining to be paid by credit card His order was being shipped to an alternate address requiring validation Unfortunately when he placed the order it “spent” the $in gift certificates and when he asked the order to be cancelled our customer service cancelled the order but did not realize the $had to be re-added back to the gift certificates and the gift certificates reactivated This was an internal training issue with our customer service and after this incident we have verified that this was an isolated incident The department has been trained on how to handle this in the future Mr [redacted] was correct that the head of customer service was at a convention out of town which further complicated the issue There were many things that went wrong and we have addressed this with all team members because this was an extremely easy request for Mr [redacted] and it should have been handled immediately Actions taken: Order# [redacted] purchased Mr [redacted] a $gift certificate on 10/1/and [redacted] was issued a $refund on 12/9/(Refund Order# [redacted] ) Order# [redacted] purchased Mr [redacted] a $gift certificate on 10/14/and [redacted] was issued a $refund on 12/9/(Refund Order# [redacted] )Order#[redacted] *** [redacted] purchased Mr [redacted] a $gift certificate on 10/14/and [redacted] we accepted the chargeback of $and it was granted on 12/12/(see chargeback details “Seller Accepts Liability”Mr ***’s family has been refunded in full We sincerely apologize for the aggravation and frustration we have caused Mr*** On behalf of Scuba.com we apologize to Mr [redacted] and his family for making this a frustrating experience and not taking action to correct the issue sooner Due to our mistake we issued Mr [redacted] a $gift certificate number [redacted] on 12/that never expiresWe had been in contact with Mr [redacted] on 12/and this issue should be resolved If this is not resolved please let us knowAgain we sincerely apologize for any inconvenience you have experienced.Best Regards, [redacted] ***- Attached document contains order information with refunds issued

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I wanted to make sure the concern I had as a customer was getting through, as the contact I had with the company prior did not indicate thatThe response conveyed through Revdex.com does Thanks to the people at Revdex.com for your efforts and assistance Regards, [redacted] ***

Dear Mr [redacted] , We apologize for the inconvenience you encountered with your SRregulator order On 1/20/the free SRoctopus was sent to the address we had on file for you and delivered on 1/22/ Please email a copy of your receipt to [redacted] and we will happily refund you for associated freight costs for the free SRoctopus from Oregon, USA to Hong Kong You are a valued customer to Scuba.com and we thank you for giving us the opportunity to serve you Enclosures: Copy of Order# [redacted] FedEx Tracking details of Free Octopus Best regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I have been credited my return shipping and was given a $gift certificate (which will probably never be used)I do consider this complaint resolvedHowever, I would like to make it aware that their explanation of the situation is not trueThey are trying to cover up the real problem which is within their customer service and business practices, not PayPal or the manufacturers faultBuyer beware Thank you for resolving it in such a quick manner Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Complaint 10: ***
Last Name: ***
To Whom It May Concern:
We understand Mr*** frustration and sincerely apologize for his inconvenienceHe is a valued
customer to Scuba.com We make every effort to get items out the door as fast as
possible but
unfortunately from time to time items do get back ordered by the manufacturer Mr*** placed
his order on 1/and on 2/we sent him a back order email letting him know he would expect to
receive his item on 2/ Every step of the way we remained in contact with Mr*** and when a
refund was requested we issued the refund promptly This order was placed via our website and we
have not made any claims on the products stating they are in stockOur website does not have
the functionality of showing stock status
As requested, Mr*** received a full refund in the amount of $on February 19, Again
we apologize for any inconvenience this has caused Mr***
Best Regards,
*** ***

size="4">Complaint
ID: ***
Last Name: ***
To Whom It May Concern:
***
*** had received gift certificates from family members, and after placing an
order, had a balance due remaining to
be paid by credit card. His order was being
shipped to an alternate address requiring validation.
Unfortunately when he placed the order it “spent” the $in gift
certificates and when he asked the order to be
cancelled our customer service cancelled the order but
did not
realize the $had to be re-added back to the gift certificates and the gift certificates reactivated. This
was an internal training issue with our
customer service and after this incident we have
verified that this was an isolated incident. The
department has been trained on how to handle this in the future.
Mr*** was correct that the head of customer
service was at a convention out of town which further complicated the
issue. There were many things that went wrong and we have addressed this
with all team members because this was an extremely easy request for Mr*** and it should have been handled
immediatelyActions
taken:
Order#*** *** *** purchased Mr*** a $gift certificate on 10/1/and ***
*** was issued a $refund on 12/9/(Refund Order#***)
Order#
*** *** purchased Mr*** a $gift certificate on 10/14/and ***
*** was issued a $refund on 12/9/(Refund Order#***)
Order#1*** *** *** purchased Mr*** a $gift certificate on 10/14/and ***
*** we accepted the chargeback of $and it was granted on 12/12/(see
chargeback details “Seller Accepts Liability”
Mr
***’s family has been refunded in full. We sincerely apologize for the
aggravation and frustration we have caused Mr***. On behalf of
Scuba.com we apologize to Mr*** and his family for making this a frustrating
experience and not taking action to correct the issue sooner.
Due
to our mistake we issued Mr*** a $gift certificate number *** on 12/that never expires
We
had been in contact with Mr*** on 12/and this issue should be
resolved. If this is not resolved please let us know
Again
we sincerely apologize for any inconvenience you have experiencedBest Regards,
*** ***
- Attached document contains order information with refunds issued

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me I have been credited my return shipping and was given a $gift certificate (which will probably never be used)I do consider this complaint resolvedHowever, I would like to make it aware that their explanation of the situation is not trueThey are trying to cover up the real problem which is within their customer service and business practices, not PayPal or the manufacturers fault. Buyer beware. Thank you for resolving it in such a quick manner.
Regards,
*** ***

Dear
Mr. [redacted],
             We
apologize for the inconvenience you encountered with your SR2 regulator order.  On
1/20/2016 the free SR2 octopus was sent to the address we had on file for you
and...

delivered on 1/22/2016.  Please email
a copy of your receipt to [redacted] and
we will happily refund you for associated freight costs for the free SR2 octopus
from Oregon, USA to Hong Kong. 
You
are a valued customer to Scuba.com and we thank you for giving us the
opportunity to serve you.
Enclosures:
Copy of Order#[redacted]
FedEx Tracking details of Free Octopus
Best regards,
[redacted]

Complaint
ID: [redacted]
Last Name: [redacted]
To Whom It May Concern:
 
[redacted]
[redacted] had received 3 gift certificates from family members, and after placing an
order, had a balance due remaining to
be paid by credit card.  His order was being
shipped to an alternate...

address requiring validation. 
Unfortunately when he placed the order it “spent” the $575.00 in gift
certificates and when he asked the order to be
cancelled our customer service cancelled the order but
did not
realize the $575.00 had to be re-added back to the gift certificates and the gift certificates reactivated.  This
was an internal training issue with our
customer service and after this incident we have
verified that this was an isolated incident.  The
department has been trained on how to handle this in the future. 
Mr. [redacted] was correct that the head of customer
service was at a convention out of town which further complicated the
issue.  There were many things that went wrong and we have addressed this
with all team members because this was an extremely easy request for Mr. [redacted] and it should have been handled
immediately.
Actions
taken:
Order#[redacted] purchased Mr. [redacted] a $250 gift certificate on 10/1/2014 and [redacted]
[redacted] was issued a $250 refund on 12/9/2014 (Refund Order#[redacted]) Order#11866941
[redacted] purchased Mr. [redacted] a $250 gift certificate on 10/14/2014 and [redacted]
[redacted] was issued a $250 refund on 12/9/2014 (Refund Order#[redacted])Order#1[redacted] [redacted] purchased Mr. [redacted] a $75 gift certificate on 10/14/2014 and [redacted]
[redacted] we accepted the chargeback of $75 and it was granted on 12/12/2014 (see
chargeback details “Seller Accepts Liability”Mr.
[redacted]’s family has been refunded in full.  We sincerely apologize for the
aggravation and frustration we have caused Mr. [redacted].  On behalf of
Scuba.com we apologize to Mr. [redacted] and his family for making this a frustrating
experience and not taking action to correct the issue sooner.   Due
to our mistake we issued Mr. [redacted] a $50 gift certificate number [redacted] on 12/19 that never expires. We
had been in contact with Mr. [redacted] on 12/9 and this issue should be
resolved.  If this is not resolved please let us know. Again
we sincerely apologize for any inconvenience you have experienced.Best Regards,[redacted]- Attached document contains order information with refunds issued.

Dear
Mr. [redacted],
             We
apologize for the inconvenience you encountered with your SR2 regulator order.  On
1/20/2016 the free SR2 octopus was sent to the address we had on file for you
and delivered on 1/22/2016. ...

Please email
a copy of your receipt to [redacted] and
we will happily refund you for associated freight costs for the free SR2 octopus
from Oregon, USA to Hong Kong. 
You
are a valued customer to Scuba.com and we thank you for giving us the
opportunity to serve you.
Enclosures:
Copy of Order#[redacted]
FedEx Tracking details of Free Octopus
Best regards,
[redacted]

Dear Ms. [redacted],
             We apologize for the
inconvenience you encountered with your boots. 
We did make a one-time exception to refund you your return shipping
costs because the boots were determined not to be defective by...

Henderson
(manufacturer) and in our system it showed issued on 12/12/2014.  However upon digging in further to this issue
it appears there was a glitch between our system and PayPal and you are correct
you were shorted $13.38 via PayPal on December 23, 2014.  Here is the breakdown of transactions:
November 18, 2014:  $59.95
December 12, 2014: $13.98 (REFUND)
December 23, 2014: $46.57 (REFUND) – Scuba.com
 system showed a refunded $59.95
January 15, 2015: $13.38 (REFUND)We apologize for the any inconvenience this has caused you and
we will work to fix this bug with PayPal so that it does not happen to others.  This is something that should have been handled by our
customer service your first phone call to us when you told us about not
receiving the refund.  We truly
appreciate the effort you put in to show us that something was wrong and we are
sorry you had to go to such lengths to get this corrected.We have issued you a $20 gift certificate # [redacted]
that never expires.Again we sincerely apologize for any inconvenience you have
experienced.
Best Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I wanted to make sure the concern I had as a customer was getting through, as the contact I had with the company prior did not indicate that. The response conveyed through Revdex.com does.
Thanks to the people at Revdex.com for your efforts and assistance.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I have been credited my return shipping and was given a $20 gift certificate (which will probably never be used). I do consider this complaint resolved. However, I would like to make it aware that their explanation of the situation is not true. They are trying to cover up the real problem which is within their customer service and business practices, not PayPal or the manufacturers fault. Buyer beware. 
Thank you for resolving it in such a quick manner. 
Regards,
[redacted]