I have had good luck in the past with this business. This year I placed an order on 12/8/22 for a snowboard jacket and pants. The Jacket shipped and arrived without the pants. I cannot get ahold of customer service, I’ve called several times and waited over an hour each time. I’ve sent two emails with no response and the chat has a backlog of 90 + in the queu. At this point I would take a refund but would prefer that pants if they would get here before half the season is over. Either way I can’t get a hold of anyone who can let me know.
Customer filed this dispute on 2/14/On 2/14/we shipped him a new model at no additional costWe also covered the return shipping back to our company which is something the manufacturer of the board would not do for the customer which is why the customer wanted to file the claim through us so he could avoid paying shipping feesThis issue was resolved the date the complaint was filed
As we are quickly approach the end of the snowboard/ski season most of the website has been marked down between 50%-75% off original retail priceThis customer was able to take advance of our end of season sale which resulted in him getting two pairs of cross country ski boots for 50% off the retail valueWe also have a promotion to help customer get the new product as quickly as possible with a discounted two day service for $(actual freight cost company is $or more on average)In addition to marked downs in pricing and discounted two day deliver service we also offer discounted return labelsThe labels we offer are thru UPSWith a label from our company you get the label emailed to you within hours directly from UPS, return insurance on package if it is lost or damaged before it reaches us, faster return service back to our company.Most of the items we sale are heavy items that on average would cost a customer upwards of $or more to returnThe discounted return label rate can vary depending on how many items being returnedWhen we receive a phone call or a chat regarding returns we always give our customers all the options for return serviceJust like our return/exchange form states customer has the option to take the package to UPS, USPS or FedEx and is responsible for return shipping back to our companyCustomer returned both pairs of cross country ski boots and a refund was issued for the product in the amount of $We are terribly sorry we will not be able to refund customer for the return shipping back to our company as no label was purchased from us directly and money was refunded for original charge via pay-pal
In an effort to strive for customer satisfaction we will bend our current return policy and refund the $for the price of the snowboard pantsThis refund will be processed via Paypal and will take 3-business days to go back to your account
Our website and our return form clearly stated we have a day return policy for any unused itemsWe do have a customer absolute policy but we can only try to help the customer with the current company policiesOur current policy is returns must be made in days of purchase
(The consumer indicated he/she DID NOT accept the response from the business.) i've already paid $to return the item, i've already receive a full return on the item, would rather have a discount on future purchase to off set the shipping cost, if that's possible
Customer placed order with our company on 12/23/During the holiday we post our holiday shipping schedule to ensure our customer receive the package by ChristmasSince this order was placed on Friday next day service only delivers Monday-FridayThis information is posted on the website under our helpdeskFree Ground Delivery InformationContinental States – Business DaysOrder by 2PM CST on This Day*MONTUEWEDTHUFRISATSUNExpress Ground – business daysSee map below.And Receive Order on This day (see below)Example: Express Ground to OH, CO, TH, etc DaysWEDTHUFRIMONTUEWEDWEDExample: Express Ground to West Coast DaysFRIMONTUEWEDTHUFRIFRIExample: Express Ground to East Coast 3-DaysTHUFRIMONTUEWEDTHUTHUDay DeliveryTHUFRIMONTUEWEDTHUTHUDay DeliveryWEDTHUFRIMONTUEWEDWEDNext Day DeliveryTUEWEDTHUFRIMONTUETUENext Day Saturday DeliverySATFree Shipping (Economy) takes 3-business days.See map below.Truck Shipping (Windsurfers, Kayak, Paddleboards) takes 5-business days.USPS Priority Mail 1-business days depending on location.This chart shows the package will delivery the following business daySince the holiday fell on a weekend UPS, and USPS and other company were closed to honor the holiday so next day service for this package would have been delivery by Tuesday the following business dayWe are terribly sorry we are not able to issue a refund for the shipping because we paid for the overnight service and the package was shipped out on the overnight serviceWe can issue the shipping as a store credit as goodwill but we will not able do a refund because service was fulfilledWhen you are ready to place an order using the store credit of $please call our sales department and provide this tracking number and they will show you have a credit for the shipping
The customer had a warranty issueWe do not offer the warranty it is given by the manufactureThe manufacture of the product doesn't cover return shipping for a warranty claim the customer understood this to be the case as he spoke with a rep from the manufacture directly since he didn't want to have to pay to return product we assisted him with the return shippingWe then gave him a credit for the defective product and reshipped a upgraded model This situation wasn't handled in the manner we would have liked but we did honor the customer request and get a replacement shipped
I am rejecting this response because: I am fully aware that the issue with my board was a manufacturer issue, and not a retailer issue. So I would like to say first that I am grateful that they eventually replaced the board 9 weeks later. I would like to reiterate though that my problem is that I've been lied to multiple times by this retailer's employee. I asked them multiple times, knowing that my board's damage is a manufacturer issue, if it is something they can forward to the manufacturer and they dishonestly said "Yes" (I have their emails to prove if needed). Like I said before, if they had just honestly said "sorry we can't do that" at the beginning, I wouldn't even have bothered sending it to them. Looking through other BBB complaints and online reviews for this retailer, it seems other customers had the same issue, where the retailer promised something but did not deliver. All I'm asking to close this case is for them to admit that their employee was dishonest, that her behavior is unacceptable for the company, and that they would do something to improve their ethics. I don't think this is something impossible. All I'm looking for is their word.
Customer placed order on 6/24/for 2-Continental Gatorskin Fold Duraskin Bike Tire BlackThis order was processed and shipped out on 6/27/Customer was email tracking number [redacted] This package was processed and delivered by UPS on 7/1/per tracking detailsWe received a phone call from the customer on 7/7/stated she did not receive the package that was delivered on 7/1/and she believed someone stole the packageAt that time we explained to the customer we will have to do a claim with UPS and we have to allow the driver up to business days to complete the followup for this missing packageThe customer contacted us again on 7/17/we explained to the customer that UPS still has till 7/19/to update claim statusAt that time we told the customer the earliest we would be able to do a reshipment will be 7/20/but we have to allow UPS the time to investigate the stolen/missing package claimWe are terribly sorry the package wasn't received by cardholder and we are working with UPS to get the missing package located and/or reshipping a new order within the time allotted
I am rejecting this response because: First of all, I issued the complaint on 11/30, the day I received the product with an email to prove so, no one got back to me until 12/9, and I did not get a final resolution and refund until 1/(I waited to post this until I did.) I had to call every week to check in on itI spoke to over six different people and no one could give me an answer as to why I got the wrong product until now.This seems like both the manufacture's problem and The House'sI would encourage the House's team to check things like the actual product and the advertising images they receive (since they are responsible for their website and the products they sell) so it doesn't become a large customer issue.I would still be weary of this company because who knows how many products they advertise online but send the customer something different, and it takes a Revdex.com response to get anything done about it
Initial Business Response /* (1000, 10, 2016/01/26) */
Response to Revdex.com Claim #XXXXXXXX
DJs Boardshop Customer Service Wed, Jan 20, at 3:To: Steve ***@activesportsinc.com
Hey Steve, Below is our reply to the above mentioned Revdex.com claimI have printed off a copy of this reply and
gave it to MarkLet me know if you have any questionsThanks!
We sincerely regret how this situation played outOur customer placed an order for a bicycle on Amazon.com on 12/31/at 5:16am CSTWithin hours of the order being placed, we had the bike boxed up and placed on a UPS trailer with a UPS tracking number of: XXXXXXXXXXX.XXXXXXXDue to the New Years holiday falling the next day and UPS's holiday delivery/pick up schedule the package didn't get its origin scan until the next business day, 1/4/I have attached a screen shot showing our customer's order within our Amazon Seller Central account showing when the order was placed and when the order was to be shipped out, 1/4/Our customer emailed in two days later, 1/2/16, looking to cancel the orderWe had replied saying that since the bike had been boxed up and was on a UPS trailer with an assigned tracking number we couldn't cancel at that point but offered to have the bike rerouted to our warehouseThen once we had confirmation of the successful reroute we were going to refund his paymentOur customer wanted to be refunded right away, but we informed him that we needed to ensure the package had been rerouted successfully prior to his refund being processedOnce I replied to our customer informing him that I had contacted UPS and scheduled the reroute he wrote back saying he still wanted the bike and did not want us to have the package reroutedOur customer was refunded the same day we got confirmation from UPS that the package had been rerouted back to our warehouse which Was 1/7H
I am rejecting this response because:This business needs to be held accountable for its poor business practicesI have returned the bike which is trueUPS package #*** I have not yet however received a refundI am tired of playing games with this company and I can not believe its lack of respect for its customers and lack of customer serviceI would be ashamed if any of my employees made our customers feel the way that this company has made me feelThis company truly did near to nothing to try to rectify this situation and has absolutely horrible communication skills
Initial Business Response /* (1000, 5, 2016/03/10) */
Customer placed order for pants and snowboardBoth products were processed and shipped via UPSWhen we ship a package to a customer UPS gives a certified weight when a customer contacts our company and states product is missing we do a
re-weigh of the order to confirm the weight of the packageOur weight verification showed all items were included in original shipmentWe will submit a claim with UPS regarding the missing product and will issue the refund for the pants back to the account usedThe refund will take 3-business days to post
Initial Business Response /* (1000, 14, 2015/12/21) */
Customer placed order with our company two 45North Dillinger Studded Folding fat bike for $eachAt the time the customer placed the order someone in our company had entered the sale price incorrectlyThis error was caught right away and
we contacted the three customers that placed the order with the incorrect priceWe offered 20% the correct price of $We are terribly sorry an error was made but customer was contacted right away and refund was issued right awayWe do state on our website their could be errors and that we will update adjust as quickly as possible
Initial Consumer Rebuttal /* (3000, 16, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not offer 20% even after I called and told them I was going to file a complaint
Customer placed an order using a $couponOn our coupon codes we state you can't redeem this code for cashThe customer returned a pair of boots priced at $but had a $off couponTechnically no refund is owed to customer due the coupon not being able to be redeem as cashAt this
point we have issued a refund for $today
Initial Business Response /* (1000, 11, 2015/12/09) */
Customer purchased bike in 8/4/We were contacted by the customer in July and he explained he had an issue with the bike at that time we explained we would take the bike back for a store credit only to be used towards a replacement
bikeWe provided the customer with a discounted return label to return the defective productThe customer went online and placed an order for a different bike before we received the defective bike back in our warehouseThe new order was processed and shippedOnce the bike was received a store credit was issued as stated in the original conversation with the customerWe did review the customer request for refund instead of the store credit and the refund was issued and will take 3-business days to go back to the accountAlso the customer was given a discount on original order so refund amount will be $
Customer placed order then requested to cancel order due to a issue with regarding to a $off couponThe refund for the original payment was issued back to the customers pay-pal accountWe are sorry for the issues experienced with the coupon but the refund was processed in a timely
manner
We will not be able to issue a discount to offset the return shipping as the shipping back to our company is the responsibility of the customerThe customer is more than welcome to contact our sales department regarding any future discount Our sales staff can offer discounts from 5%-10% depending on the product(s) orderedWhen you are ready to place an order please contact the sales staff for assistance with possible discount options
Customer placed order for boots and pair of pantsBoth items were shipped right awayOur company offers free shipping for most orders over $We clearly state on our return form and our help desk on our website the return shipping is the responsibility of the customerIn order to keep our
prices low we do not offer free return shippingWe do understand that freight can be expensive so we are more than willing to assist our customers with a discounted pre-paid return labelWe offer our customers a return label at the discounted rate we get from UPSWe would be more than willing to provide you a return label for $and we can email you the label right awayIf you are interested in the label please call our customer service department and we will get it setup right awayOnce we receive you returned product we will issue a refund for the returned product only
Customer filed this dispute on 2/14/On 2/14/we shipped him a new model at no additional costWe also covered the return shipping back to our company which is something the manufacturer of the board would not do for the customer which is why the customer wanted to file the claim through us so he could avoid paying shipping feesThis issue was resolved the date the complaint was filed
As we are quickly approach the end of the snowboard/ski season most of the website has been marked down between 50%-75% off original retail priceThis customer was able to take advance of our end of season sale which resulted in him getting two pairs of cross country ski boots for 50% off the retail valueWe also have a promotion to help customer get the new product as quickly as possible with a discounted two day service for $(actual freight cost company is $or more on average)In addition to marked downs in pricing and discounted two day deliver service we also offer discounted return labelsThe labels we offer are thru UPSWith a label from our company you get the label emailed to you within hours directly from UPS, return insurance on package if it is lost or damaged before it reaches us, faster return service back to our company.Most of the items we sale are heavy items that on average would cost a customer upwards of $or more to returnThe discounted return label rate can vary depending on how many items being returnedWhen we receive a phone call or a chat regarding returns we always give our customers all the options for return serviceJust like our return/exchange form states customer has the option to take the package to UPS, USPS or FedEx and is responsible for return shipping back to our companyCustomer returned both pairs of cross country ski boots and a refund was issued for the product in the amount of $We are terribly sorry we will not be able to refund customer for the return shipping back to our company as no label was purchased from us directly and money was refunded for original charge via pay-pal
In an effort to strive for customer satisfaction we will bend our current return policy and refund the $for the price of the snowboard pantsThis refund will be processed via Paypal and will take 3-business days to go back to your account
Our website and our return form clearly stated we have a day return policy for any unused itemsWe do have a customer absolute policy but we can only try to help the customer with the current company policiesOur current policy is returns must be made in days of purchase
(The consumer indicated he/she DID NOT accept the response from the business.) i've already paid $to return the item, i've already receive a full return on the item, would rather have a discount on future purchase to off set the shipping cost, if that's possible
Customer placed order with our company on 12/23/During the holiday we post our holiday shipping schedule to ensure our customer receive the package by ChristmasSince this order was placed on Friday next day service only delivers Monday-FridayThis information is posted on the website under our helpdeskFree Ground Delivery InformationContinental States – Business DaysOrder by 2PM CST on This Day*MONTUEWEDTHUFRISATSUNExpress Ground – business daysSee map below.And Receive Order on This day (see below)Example: Express Ground to OH, CO, TH, etc DaysWEDTHUFRIMONTUEWEDWEDExample: Express Ground to West Coast DaysFRIMONTUEWEDTHUFRIFRIExample: Express Ground to East Coast 3-DaysTHUFRIMONTUEWEDTHUTHUDay DeliveryTHUFRIMONTUEWEDTHUTHUDay DeliveryWEDTHUFRIMONTUEWEDWEDNext Day DeliveryTUEWEDTHUFRIMONTUETUENext Day Saturday DeliverySATFree Shipping (Economy) takes 3-business days.See map below.Truck Shipping (Windsurfers, Kayak, Paddleboards) takes 5-business days.USPS Priority Mail 1-business days depending on location.This chart shows the package will delivery the following business daySince the holiday fell on a weekend UPS, and USPS and other company were closed to honor the holiday so next day service for this package would have been delivery by Tuesday the following business dayWe are terribly sorry we are not able to issue a refund for the shipping because we paid for the overnight service and the package was shipped out on the overnight serviceWe can issue the shipping as a store credit as goodwill but we will not able do a refund because service was fulfilledWhen you are ready to place an order using the store credit of $please call our sales department and provide this tracking number and they will show you have a credit for the shipping
The customer had a warranty issueWe do not offer the warranty it is given by the manufactureThe manufacture of the product doesn't cover return shipping for a warranty claim the customer understood this to be the case as he spoke with a rep from the manufacture directly since he didn't want to have to pay to return product we assisted him with the return shippingWe then gave him a credit for the defective product and reshipped a upgraded model This situation wasn't handled in the manner we would have liked but we did honor the customer request and get a replacement shipped
I am rejecting this response because: I am fully aware that the issue with my board was a manufacturer issue, and not a retailer issue. So I would like to say first that I am grateful that they eventually replaced the board 9 weeks later. I would like to reiterate though that my problem is that I've been lied to multiple times by this retailer's employee. I asked them multiple times, knowing that my board's damage is a manufacturer issue, if it is something they can forward to the manufacturer and they dishonestly said "Yes" (I have their emails to prove if needed). Like I said before, if they had just honestly said "sorry we can't do that" at the beginning, I wouldn't even have bothered sending it to them. Looking through other BBB complaints and online reviews for this retailer, it seems other customers had the same issue, where the retailer promised something but did not deliver. All I'm asking to close this case is for them to admit that their employee was dishonest, that her behavior is unacceptable for the company, and that they would do something to improve their ethics. I don't think this is something impossible. All I'm looking for is their word.
Customer placed order on 6/24/for 2-Continental Gatorskin Fold Duraskin Bike Tire BlackThis order was processed and shipped out on 6/27/Customer was email tracking number [redacted] This package was processed and delivered by UPS on 7/1/per tracking detailsWe received a phone call from the customer on 7/7/stated she did not receive the package that was delivered on 7/1/and she believed someone stole the packageAt that time we explained to the customer we will have to do a claim with UPS and we have to allow the driver up to business days to complete the followup for this missing packageThe customer contacted us again on 7/17/we explained to the customer that UPS still has till 7/19/to update claim statusAt that time we told the customer the earliest we would be able to do a reshipment will be 7/20/but we have to allow UPS the time to investigate the stolen/missing package claimWe are terribly sorry the package wasn't received by cardholder and we are working with UPS to get the missing package located and/or reshipping a new order within the time allotted
I am rejecting this response because: First of all, I issued the complaint on 11/30, the day I received the product with an email to prove so, no one got back to me until 12/9, and I did not get a final resolution and refund until 1/(I waited to post this until I did.) I had to call every week to check in on itI spoke to over six different people and no one could give me an answer as to why I got the wrong product until now.This seems like both the manufacture's problem and The House'sI would encourage the House's team to check things like the actual product and the advertising images they receive (since they are responsible for their website and the products they sell) so it doesn't become a large customer issue.I would still be weary of this company because who knows how many products they advertise online but send the customer something different, and it takes a Revdex.com response to get anything done about it
Initial Business Response /* (1000, 10, 2016/01/26) */
Response to Revdex.com Claim #XXXXXXXX
DJs Boardshop Customer Service Wed, Jan 20, at 3:To: Steve ***@activesportsinc.com
Hey Steve, Below is our reply to the above mentioned Revdex.com claimI have printed off a copy of this reply and
gave it to MarkLet me know if you have any questionsThanks!
We sincerely regret how this situation played outOur customer placed an order for a bicycle on Amazon.com on 12/31/at 5:16am CSTWithin hours of the order being placed, we had the bike boxed up and placed on a UPS trailer with a UPS tracking number of: XXXXXXXXXXX.XXXXXXXDue to the New Years holiday falling the next day and UPS's holiday delivery/pick up schedule the package didn't get its origin scan until the next business day, 1/4/I have attached a screen shot showing our customer's order within our Amazon Seller Central account showing when the order was placed and when the order was to be shipped out, 1/4/Our customer emailed in two days later, 1/2/16, looking to cancel the orderWe had replied saying that since the bike had been boxed up and was on a UPS trailer with an assigned tracking number we couldn't cancel at that point but offered to have the bike rerouted to our warehouseThen once we had confirmation of the successful reroute we were going to refund his paymentOur customer wanted to be refunded right away, but we informed him that we needed to ensure the package had been rerouted successfully prior to his refund being processedOnce I replied to our customer informing him that I had contacted UPS and scheduled the reroute he wrote back saying he still wanted the bike and did not want us to have the package reroutedOur customer was refunded the same day we got confirmation from UPS that the package had been rerouted back to our warehouse which Was 1/7H
I am rejecting this response because:This business needs to be held accountable for its poor business practicesI have returned the bike which is trueUPS package #*** I have not yet however received a refundI am tired of playing games with this company and I can not believe its lack of respect for its customers and lack of customer serviceI would be ashamed if any of my employees made our customers feel the way that this company has made me feelThis company truly did near to nothing to try to rectify this situation and has absolutely horrible communication skills
Initial Business Response /* (1000, 5, 2016/03/10) */
Customer placed order for pants and snowboardBoth products were processed and shipped via UPSWhen we ship a package to a customer UPS gives a certified weight when a customer contacts our company and states product is missing we do a
re-weigh of the order to confirm the weight of the packageOur weight verification showed all items were included in original shipmentWe will submit a claim with UPS regarding the missing product and will issue the refund for the pants back to the account usedThe refund will take 3-business days to post
Initial Business Response /* (1000, 14, 2015/12/21) */
Customer placed order with our company two 45North Dillinger Studded Folding fat bike for $eachAt the time the customer placed the order someone in our company had entered the sale price incorrectlyThis error was caught right away and
we contacted the three customers that placed the order with the incorrect priceWe offered 20% the correct price of $We are terribly sorry an error was made but customer was contacted right away and refund was issued right awayWe do state on our website their could be errors and that we will update adjust as quickly as possible
Initial Consumer Rebuttal /* (3000, 16, 2015/12/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not offer 20% even after I called and told them I was going to file a complaint
Customer placed an order using a $couponOn our coupon codes we state you can't redeem this code for cashThe customer returned a pair of boots priced at $but had a $off couponTechnically no refund is owed to customer due the coupon not being able to be redeem as cashAt this
point we have issued a refund for $today
Initial Business Response /* (1000, 11, 2015/12/09) */
Customer purchased bike in 8/4/We were contacted by the customer in July and he explained he had an issue with the bike at that time we explained we would take the bike back for a store credit only to be used towards a replacement
bikeWe provided the customer with a discounted return label to return the defective productThe customer went online and placed an order for a different bike before we received the defective bike back in our warehouseThe new order was processed and shippedOnce the bike was received a store credit was issued as stated in the original conversation with the customerWe did review the customer request for refund instead of the store credit and the refund was issued and will take 3-business days to go back to the accountAlso the customer was given a discount on original order so refund amount will be $
Customer placed order then requested to cancel order due to a issue with regarding to a $off couponThe refund for the original payment was issued back to the customers pay-pal accountWe are sorry for the issues experienced with the coupon but the refund was processed in a timely
manner
We will not be able to issue a discount to offset the return shipping as the shipping back to our company is the responsibility of the customerThe customer is more than welcome to contact our sales department regarding any future discount Our sales staff can offer discounts from 5%-10% depending on the product(s) orderedWhen you are ready to place an order please contact the sales staff for assistance with possible discount options
Customer placed order for boots and pair of pantsBoth items were shipped right awayOur company offers free shipping for most orders over $We clearly state on our return form and our help desk on our website the return shipping is the responsibility of the customerIn order to keep our
prices low we do not offer free return shippingWe do understand that freight can be expensive so we are more than willing to assist our customers with a discounted pre-paid return labelWe offer our customers a return label at the discounted rate we get from UPSWe would be more than willing to provide you a return label for $and we can email you the label right awayIf you are interested in the label please call our customer service department and we will get it setup right awayOnce we receive you returned product we will issue a refund for the returned product only