Sports Authority Online Stinks & Customer Service is even worse
I was online buying Christmas gifts when I purchased a Reebok Dallas Cowboys #24 Marion Barber Jersey (navy) at www.sportsauthority.com on 12/3/07. It was listed as in-stock, leaves warehouse in 5-7 days. I did not receive the item so I started to worry and found it was back ordered so I called customer service and the did some research to find they had 40 sold to customers and had 200 scheduled to arrive 12/10/07.
After a week past the 10th I called back and they had no information regarding the item just that it was back ordered and still listed on the website. I finally got an email 12/19/07 that stated the order is back ordered and if it does not ship out within 30 days from the email date the order will be automatically cancelled. This was bad news, I called customer service again and spoke with a supervisor to clarify the email. The order is cancelled automatically if the order does not ship out within 30 days due to the credit card authorization expires. I asked if they could change the form of payment or if I could placed another order to guarantee my place in the order queue. The supervisor stated they could not modify, change the order priority or place in the queue, and they could not stop the order from automatically being cancelled.
This is frustrating especially because it is a Christmas gift that if Sports Authority had stepped up notification of troubles earlier I would have had time to order it somewhere else. I looked to do this and found everywhere else is now out of this item/size. If I ever do business with Sports Authority again would someone PLEASE do me a favor and SLAP me? This is a business model that only a company that wishes to fail should follow as it goes against any true customer relations. I am so, so ticked off at Sports Authority and I can't find any corporate information to aire my frustrations towards. I did find that they were acquired by KMart a few years back so that might explain the customer service issues. And no I don't shop at KMart for some of the same reasons poor customer ethics.
Bottom line if you don't care if you get the items you ordered than go ahead order from Sports Authority. If you want to ensure the order you place will eventually arrive than "DO NOT" Order from Sports Authority since they will most likly cancel the order on you.
PS - I used a discount coupon on the order and notified the Customer Service rep that the website still allows you to order the back ordered item. The website indicated it's in-stock availability for 3 weeks allowing additional orders to build up before the supervisor finally had that size removed from the website. If I find out that Sports Authority is keeping this item on back order to have it cancelled due to the coupon and the final cost, I will pursue legal action. That is just not ethical but after speaking with the customer service supervisor I can fully expect they would do such a nasty trick.
Customer without a Christmas Gift
------- Update 12/31/07 -----------------
Called today 12/31/07 and Sports Authority claims these are still back ordered. I found many, many others selling this same jersey so I ordered from another vendor who has stock. I had to cancel the Sports Authority order. I also filed with the BBB.org & FTC.gov since it appears as if Sports Authority is not shipping orders that used a discount coupon. I say this because the web site was not allowing new rders for the size after I spoke with the supervisor and now it is allowing them again with an in-stock status. Of coarse they are now at regular price. Sports Authority is very sleazy in my opinion and I would not recommend doing business with them if you can avoid it.
Best of Luck if you do!!!
--- Update --- 1/15/08 ---
I received a reply from the BBB with a letter they received from Sports Authority. They state products removed from the web when they are out of stock and they do not have any means to alter any order placed and cannot hold an order in the queue due to credit card authorization is limited to 30 days. They do automatically cancel and the customer is out of luck and should place a new order at the back of the line if the wish to remain on the back order list. THIS IS BS... They did offer to ship me a jersey at no charge but if it does not ship within 30 days it will automatically cancel HAHAHA this is funny a complaint for the same exact reason and their customer satisfaction solution is to stick the customer in the same exact problem they complained about... Now that's funny!!!
FYI - the order they placed for the free jersey states it is on back order and the link to the same product is and has always been listed as IN-Stock & ships in 5-7 days from the factory. Get your S#%& together Sports Authority ro the information age will leave you feeling a little empty. That are many companies to do business with that actually have real stock and are able to shipproducts when ordered. This was a Chrismas present for 2007 here it is 2008 maybe I'll receive it before 2008. I did find a replacement that shipped it and I received it in 5 days way to go eBay sellers!!!