ComplaintsforProSkaters Place
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Complaint Details
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Initial Complaint
07/07/2022
- Complaint Type:
- Product Issues
- Status:
- Unresolved
On June 5, 2022, I placed an order for a new pair of inline skates from ProSkaters Place. The skates were the ************** with "two complete wheel setups" for (all prices in USD) $1,079.97 with $16.00 express shipping for a total of $1095.97. The skates arrived on June 9 with two sets of wheels, but only 12 bearings and 6 spacers. That's enough to make *one* complete setup. In order to make *two* complete setups, I was missing an additional 16 bearings and 8 spacers. I reached out to customer support with the belief that they simply forgot to include the missing parts, and was shocked to get a response that, yes, they did forget to include the extra parts, but that they would only make up the difference in parts. That is to say, they would only send me 4 bearings and 2 spacers. That would not be enough to make two complete setups. I had a good faith belief that my order would include all 28 bearings and 14 spacers needed to make *two complete setups* because (1) that is what the original product description said (********), (2) the previous model year included all 28 bearings and 14 spacers at a similar price (********), and (3) the difference in price between the "one setup" and "two setup" packages was $130, or about $40 more than a set of wheels alone, and more than enough to cover the extra bearings and spacers. All the evidence suggested that I would receive all the parts needed to use both sets of wheels. Customer support supposedly sent me the 4 bearings and 2 spacers (still short of what I ordered) as a small package without tracking and, 30 days after placing my order with express shipping, I still have not received the missing parts. That is not acceptable to me after spending $1,100 on a skate I still cannot fully use. After my interaction with CS, they updated the product description to remove all language about "two complete setups." To me, that is a tacit admission that my good faith interpretation of the original description was correct.Business response
07/09/2022
Business Response /* (1000, 5, 2022/07/11) */ Contact Name and Title: Pavel - store owner Contact Email: *****@***************.com Hello, This client indeed has ordered the Adapt GTB skates and they have been shipped with two sets of wheels (8x84mm and 6 x 100mm) as described. The client was expecting to receive 16 bearings plus extra 12 bearings as it was done in production year 2021. The manufacturer has decided this year to supply these skates with a total of 14 wheels and 16 beatings that is sufficient for any of the setups. This decision was not coordinated with our store and was made solely at their discretion. The fact of only 16 bearings being included was added to the product listing way ahead of the client placing the order but it seems like was not noticed. In spite multiple emails back and forth, explanations, and even offers to issue a credit for the bearings, the client has decided to stay angry about it and has declined the offer. While we do appreciate the business and always do our best to help our fellow skaters, we are unable to provide any service unless client is willing to cooperate. Sincerely, PSP Team Consumer Response /* (3000, 7, 2022/07/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The vendor states "the fact of only 16 bearings being included was added to the product listing way ahead of the client placing the order" but I included a screenshot of the product description at the time my order was placed and there was no such info in the product listing. The vendor was not truthful in their product description at the time and it is disappointing that they are continuing to avoid the truth now. The vendor says they made "offers to issue a credit for the bearings". Again, this is not truthful. I have attached their one and only offer to me, which was a refund of the extra set of wheelswheels which I did actually wantso I declined the offer. It was not the subject of my original complaint. I have been as cooperative and patient as any customer spending a large sum of money on a luxury product should be, and I resent any characterization of my behavior as "angry." That kind of personal attack is out of line. My complaint stands unanswered: more than a month after placing my order, I still have not received all the parts that I paid for and are due to me. As an actual pro skater, the failings of this vendor have impacted my summer skating schedule and cost me real money purchasing the missing parts from other vendors.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.