Complaints

• Initial Complaint

  01/17/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have emailed customer service at Omega Sports at least 5 times now. They have a fraudulent set up for their website that is unacceptable. They offer specials like many businesses. I saw a special for "Spend over $180 and get $40 off." I spent time to come up with $180 worth of products, so I could get the $40 off. I had gift cards totaling $125 so I knew I would be able to get it down to spending only about $25 of my "own money." Their website had a glitch where the cart was broken and wouldn't proceed to check out. After spending 30 minutes trying different browsers, restarting, adding to my cart again, I finally got to check out. I added the promotion and saw the $40 taken off! But then when I added in my gift cards, it took away from the total until I got NO money off. (There were various price points for Spend X+ and get X off). But because my gift cards brought total down, it took away the promotion and gave me no money off. Therefore, I had to shop all over again to get new items to just be covered by my gift cards. I emailed customer service and continued to have only ******* respond. I asked multiple times for a supervisor to write me back and he refused. He continued to defend their website and say he couldn't tell where anything wrong had happened, and refused to refund my card for $40. A customer should not be punished for using a gift card, and act like that takes away from the total. This needs to be reviewed by management, a CEO, not just some guy *******, that refuses to look into this. I am hoping by writing this you will contact higher ups at Omega and have them look into this to make it right. Thank you.

  Business response

  01/27/2023

  Hi *******, 

  Thank you for contacting us. We have made several attempts to come to an amicable solution regarding your recent purchase. Per our correspondence, the accusations over a fraudulent website are simply not true. We have had our IT department do extensive work to duplicate the situation you described that occurred. A promotional code can be applied to and used with any payment form, gift card or otherwise. In addition, we also allow Mega Rewards to be stacked. There is no known issue from other customer transactions and/or customer service tickets. We have reviewed multiple gift card payments around the time frame discussed and the coupons were able to be combined.

  We have explained that your purchase did not meet the threshold to receive the coupon. You are referring to a discount that you should receive on an order that was not placed or processed on our behalf. We offered if you made an additional purchase where your items met the threshold, without our listed exclusions being applied, we would then honor the $40 coupon. We cannot discount, refund, or credit for requirements that you did not meet to receive our promotional offer. We have tried to explain this several times. The offer still stands. If you would like to make an additional purchase where you qualify, we will honor the $40 off.

  We have been in direct correspondence with you since 12/26/22 to figure out a solution. We have been more than accommodating to your requests, responding immediately in attempts to rectify. ******* is our Customer Service Manager and your ticket was escalated to his superior, *******. ******* is our Ecommerce Operations Manager and has responded to the last 2 email conversations with you. We have all correspondence saved and available to review in our customer service ticketing system.

   

   

   

  Customer response

  01/30/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  At this point, I have not only lost the hour out of my life to make this horrible order, I have spent another chunk of time trying to get the company to make this right. 

  I own my own business, and even in my industry, I often times err on the side of making things right with the customer if there is any doubt on my end about our practices or services. In this case, what would I have to gain by noting that the ability to use the $40 promotion disappeared when I used the gift card. It happened, I watched it happen, and then I had to change my entire order at that point, to revise the items b/c I couldn't spend $180 just because. So after the check out process and cart was already messed up (and I had to change browsers, change tabs, reload the cart multiple times - and call in my husband who witnessed this and had to help me trouble shoot for 20 minutes) then the promotion didn't work after I entered in the gift cards and I had to change my order. This was an error on Omega's part. I am staying persistent with this, and will continue to do so - whether I need to go to social media, Twitter, or find contact info for a CEO or manager who cares. I despise fraudulent and poor customer service and I will not let this drop until they make it right. they can make it right by refunding my card the $40 or sending me some kind of gift card. 
  
  Sincerely,
  
  ******* *****

  Business response

  01/31/2023

  Hi *******. 

  Thanks for contacting us. We are further investigating your claims and will be reaching out to you shortly. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩