Business ProfileforSun & Ski Sports

We ordered a ski helmet and goggles for our daughter on a Saturday(yes realizing they were closed at that time) BUT we paid for expedited *** ** Overnight shipping to arrive on Tuesday. We were leaving for a ski vacation on Thursday. So imagine my surprise, the goggles shipped, but not the helmet. We received the goggles on Tuesday as expected, but No sign of the helmet. I called the store/customer service line. The lady stated, yes you ordered, but the store had already sold that helmet, so we moved your order(Today/Tuesday/the day I was suppose to receive the helmet) to another store, and we'll get it to you by the end of the week. After some discussion, she finally understood(I think) that we paid for Overnight shipping for a reason. She then put me on hold and called the second store to make sure they were shipping it out that day, so we could receive it by Wednesday, and then we would still be able to have the helmet for the trip. After about 5-10 minutes on hold, she came back and apologized and stated that the store my order had been transferred to, also did NOT have the helmet. It was at that time, she offered to give me a refund for the helmet and shipping. My main complaint is not that they didn't have the helmet or that it had been sold. I get that and know inventory systems and product websites may not be updated at all times. BUT, nobody at Sun & Ski Sports ever contacted me to let me know that my order wasn't coming. No calls and No emails. If I had not called them, I imagine we would have never got a helmet or a refund, because they apparently have a huge communication issue. Obviously it goes without saying, that we will NEVER use this company again.

Chantz - We are very sorry for the poor communication on our end regarding your order. We strive to create a great experience for every single customer and to be transparent, we failed to do that for you. We apologize for that. Is there anything we can do for you going forward? I do see that we have issued you a refund in full for the helmet, in the amount of $102.10. We would love to provide you with a 20% discount towards a future purchase if that is something you would be interested in. Again, we made a mistake on your order and deeply apologize for what happened. We will learn from our mistakes and will be better in the future. If you would like to discuss anything further, please email me directly at [email protected] as I will be here to support you.