Posts
8388
Joined
3/4/2012
Location
OH
US
Edited Date/Time
12/27/2014 8:04am
Ordered a pair of Fox Instinct boots online for $314+ free shipping. They arrived with two buckles broken. I called them and they told me to send the boots back. However, they do not have anymore boots to send BACK to me. The customer service representative was really helpful, but told me his supervisor would not allow him to send me the replacement buckles and the only option I could do was to send the boots back to them. But they could not send me another pair because they are sold out. I paid 314 for the boots. I don't want a refund, I want the boots. But I want the product I bought in good faith from a company without the buckles being broken. Chap moto does state on their website: "Our customer service professionals are committed to your satisfaction and view each time you contact us as a chance to build a relationship." This was exactly true with the customer service representative, who was extremely polite and willing to help. The supervisor shut it down, and would not talk to me. So how does that create a relationship with the customer? I'm glad I'll be taking my money back to motosport and rocky mountain. They also go on to say: "We take great pride in our reputation for quality and excellent value." Apparently in my experience, they do NOT.
I figured Chapmoto would go above and beyond to try and retain customers. However, it looks like I'll keep spending my money at Motosport and Rocky Mountain. I've always had those companies go above and beyond if anything went wrong. Things usually don't go wrong, but when they do--I know I can count on motorsport.com to make it right.
Now I did not flip out, but I did say in a respective manner at the end of the call that I hope whoever listens to these calls from monitoring for Quality Assurance understands that for them not to make this small mishap right directly reflects on Chap moto NOT standing behind the products they sell.
Now do you guys think I should try calling back again, or write them a letter to see if they will resolve this issue? Or should I just call Fox and ask them about the broken buckles and just never give another minute of my time to Chapparal?
I figured Chapmoto would go above and beyond to try and retain customers. However, it looks like I'll keep spending my money at Motosport and Rocky Mountain. I've always had those companies go above and beyond if anything went wrong. Things usually don't go wrong, but when they do--I know I can count on motorsport.com to make it right.
Now I did not flip out, but I did say in a respective manner at the end of the call that I hope whoever listens to these calls from monitoring for Quality Assurance understands that for them not to make this small mishap right directly reflects on Chap moto NOT standing behind the products they sell.
Now do you guys think I should try calling back again, or write them a letter to see if they will resolve this issue? Or should I just call Fox and ask them about the broken buckles and just never give another minute of my time to Chapparal?
I guess I should say.... IMHO
I would maybe contact FOX send them the receipt and pics of the buckles and they should take care of you.
The Shop
Yeah the only people who never screwed me in my life are the guys at North Ridge Yamaha (my local shop) and Motosport.
Chap would rather me ship the boots back (pay UPS $40) than to send me a $4 buckle in the us mail. Too big to care is right apparently. I bet they do idiotic things like that enough to make an impact on their bottom line at the end of the year.
Poetic justice at its best.
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