Mark's Outdoor Gear.com Complaint - Poor Customer Service And Never Received Product!!
FLORENCE & CINCINNATI OH, KENTUCKY -- Last Friday, 8/22 I decided to order a Garmin Zumo 550 GPS motorcycle device for my husband's birthday which was 8/26. I called Mark's Outdoor Gear on the phone to ask if I specified "Overnight Shipping" (which I was willing to pay for), would it get here on Monday? The gentleman I spoke with said he couldn't guarantee Monday, but I would definitely receive it on Tuesday in time for my husband's B-day.
So I placed the order. I received an e-mail order confirmation, but have still NEVER received a tracking number. I specified UPS Next Day Air Delivery and paid $37.00 for it. My charge card was charged for everything (close to $700). No GPS unit arrived on Monday, but I didn't give it much thought until Tuesday which was the promised date, and it never arrived. I called Mark's back (no one was answering their sales or customer service numbers, so I left a message). Never received a call back. I sent them an e-mail, never received a reply. So finally after about 6 hours I called their sales line again (still no one answering at customer service), and got the same guy I spoke with on Friday.
He told me the unit didn't ship out as planned, and actually didn't go out until late Monday evening. He blamed it on UPS not picking it up. I said, well, I'm disappointed because now my husband won't get his birthday gift today, but if you're willing to reverse the $37 overnight shipping I paid, all will be well. He started on about how there was a possibility I could see "some" of that reversed, but it all hinged on them collecting from UPS. I told him that good "customer service" would be to credit me for the shipping and you as the seller should then deal with UPS. He then started to argue with me, so I ended the phone call.
I waited until today, and the device still has never arrived. UPS Overnight service to our office has already come and gone. So I called back to their sales line (still no answer at customer service) and got a manager (supposedly), and reexplained everything. He attempted to "get the device back from UPS" (assuming that UPS ever received it in the first place, while I was on the phone. He told me he would give me the tracking number only if I agreed to pay for the $37 shipping. I told him no, that any reputable company would have given me the tracking number within a day after shipping the item. It's pretty clear to me that something shady is going on. Then he became very argumentative with me as well.
I found that all very strange, as MOST customer service people are extremely polite, even if they can't help you or solve your problem. People only get defensive when they either have a) screwed something up or b) are hiding something. He then accused me of saying the UPS person he had talked to was lying because I didn't believe that UPS had it out for delivery. So bottom line, their prices are low for a reason, and although he told me I was going to get a full refund, I am very skeptical after this treatment. I have since filed a dispute with my credit card company for "merchandise never received."
UPDATE on 9/16/08: MOG's website is now down. No one answers Customer Service line and e-mails are being sent back as undeliverable. I have a dispute currently in progress with my CC company but they tell me it may take 30-90 days (hopefully only 30) for me to get my money back through Visa (not through MOG--that's something the CC company has to go after them for). I've also since wrote to MOG's Owner/CEO (Steve Kessler), and posted an on-line complaint with the BBB of Greater Cincinnati. Waiting on a response from both.
Also, check-out Resellerratings.com for a number of negative reviews on this company. I wish I had discovered that website before shelling out $661 to a scam artist company. I will also be posting a review on that website later today.