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Complaint Details
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Initial Complaint
12/28/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
November 16th bought 3 sets of fins - all were too large - spoke with a rep on the phone and they told me to do a return and reorder, went to the return and it clearly stated that if I return items will have to pay $16.95. I get on a chat as the return policy for exchanging sizes are FREE. "PFF Guarantee We'll arrange return of your item and bring you another size - without additional shipping costs. And at Scuba, we'll keep going back to the cyber shelves until you are completely satisfied and perfectly comfortable. Our PFF Guarantee makes shopping for Suits, BCD's, Fins and other dive gear simply easy. Go ahead and try it on with confidence." It happens that all of the fins prices have gone down from what I originally paid so they tell me I will get a refund for the difference of what paid and the lower price. I wait weeks for new gear nothing shows up. I find emails stating that I owe money as the price has now gone up. Another email states they canceled the entire replacement order containing the new sizes which are under their "Guaranteed Fit" policy because I did not pay the overage! I returned all 3 sets of fins as required, checked my CC 2 weeks ago and was only credited back for one of the three sets returned. I talked to CS today and they told me they placed the rest of my refund as a credit to the store (not okay). I was told that the remaining monies $67.90 would be credited back to my card. Today is December 28th and the credit to my card has still not been made.
Business response
01/07/2024
Hello,
My name is ***************************** and I am the Director of Customer Service. I apologize for the issues and confusion around this order. An exchange ***# ******** was created. However, when our warehouse processed the return on 12/05, phase 3 of the order was issued as credit while phase 4 was refunded to the customer which made the exchange to show as "missing pay".
We reached out to CS on 12/08 Ticket #******* explaining what happened and advised customer to contact us back. It was indicated that if we didnt hear back by 12/12, wed be forced to cancel the order. Customer replied 12/15 and the order had already been cancelled.
Customer asked if she can still get the replacement and was advised to place a new order. On 12/15, Customer called, and a note was entered to refund credit. Unfortunately, that was never completed but was processed on 12/28 when the customer emailed Customer Service.I am more than happy to work with the customer on a new order and am willing to offer a discount on the new order as a result of the issues surrounding this claim. I can be contacted via email at ******************
Thank you.
Initial Complaint
12/28/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 12/15/23 I ordered a tank from Scuba.com. The tank arrived without the valve. I contacted customer service and was told that I would receive a response in 1-2 business days. I got no response. This happened twice more, and I still have no definitive response. I have also reached out by email. All I want is the valve that I paid for.Business response
12/28/2023
Hello,
My name is ***************************** and I am the Director of **************** for ********************. I have, personally, reached out to **************** via email and have offered to ship him the missing piece. As soon as I get his response, I will make sure the item is sent out.
Customer response
12/28/2023
Better Business Bureau:
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,
*************************
Initial Complaint
09/25/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Large purchase was made on 9/4 (order number 10145111-1) A ********* jumpsuit was missing from the box and immediately reported. Please review numerous emails sent to "****" in customer service. I have been promised a replacement several times and had to press for communication. The absolute worst customer service I've ever received and still no $400 wetsuit although it was supposedly sent up to a supervisor over a week ago. I'm really thinking I've been scammed by a fake business at this point. I've honestly never seen anything like this.Business response
10/20/2023
Hi ******,
I apologize for the poor experience you had with us. Please see the below details as to why the replacement suit wasn't sent out.
***# ********-01 / ****# ********
Line 6 HNDTJ3PW20-JUMPSUIT was reported missing.
The HNDTJ3PW20 - HND THRMPRN PRO 3MM JUMPSUIT was reshipped on ***#******** but being that customer filed a chargeback, we called it back
Customer was refund by Amex.Initial Complaint
08/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
My mother applied for and received a store credit card from Scuba. She then ordered two Scuba tanks along with some diving lights for me as a gift, to be delivered to my door. All but one of the Scuba Tanks arrived. I immediately made claims with *** and Scuba. *** only deals with the shipper during claims and not the receiver. Scuba has spent more than the past month giving us the run around on our claim. They continue to ask for pictures of an item we never received and have failed to either send the item or refund the money placed onto the credit account used to pay for the item. When trying to dispute the purchase with the ************** due to not receiving said item we get the same customer service teams and same run around!Business response
08/17/2022
Aloha *******,
We have processed a replacement tank for the one that didn't show up and it should be on your doorstep today.
Initial Complaint
06/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called numerous times to change the delivery address for an order and was told it was not possible to change the address nor cancel the order. Was also told I needed to contact the seller, but when asked for the sellers information was not given.Business response
07/01/2022
Aloha ******,
I am sorry to hear about the issue you experienced with your order and want to apologize for it. Unfortunately your order was shipped *** Surepost and once shipped we do not have the ability to change the delivery address. I am sorry for any problem this might have caused you.
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Get a QuoteCustomer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.