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Miserable Customer Service for International Buyer

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Byers View Drop Down
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  Quote Byers Quote  Post ReplyReply Direct Link To This Post Topic: Miserable Customer Service for International Buyer
    Posted: Jul/19/2011 at 1:59am
Just got MASSIVELY stuffed around, ordered over 1 month ago but still haven't got my gear because TruSnow shtooked up their site and didn't say Thirty Two couldn't be shipped internationally and let me pay for and order it!!!

They emailed me but my email provider blocked TruSnow emails so they cancelled my order and only now I am getting my stuff shipped, less the 32 boots. If the boots said NOTE: CANNOT BE SHIPPED OUTSIDE OF US like the rest of the gear I wouldn't have ordered. I didn't have time to find another pair of boots and I had to hire shit for my 1st trip down to the snow!

I pointed this out to the customer service person who contacted me and they simply sent me to the information about what can be shipped internationally, ignoring the point I was making to them that it didn't state it when I went to add the gear to my shopping cart like if you went to buy Burton gear. To add insult to injury the customer service person made me feel like it was entirely my fault instead of acknologing their mistake!!!

I was telling them so they could fix it and instead they ignore it and its still doesn't have the notice for Thirty Two gear like it does for Burton gear!!!

Seriously PISSED OFF!!!

THE INITIAL ERROR IS ENTIRELY TRUSNOW'S FAULT AND THEY DIDN'T EVEN OFFER A DISCOUNT OR ANYTHING - MISERABLE INTERNATIONAL CUSTOMER SERVICE!!!
(I do accept that my email blocking some TruSnow emails furthered the problem)

But I ordered over US$600 and recieved:

*POOR & DISMISSIVE CUSTOMER SERVICE,
*FAILURE TO FIX PROBLEMS WHEN POINTED OUT TO THEM
*COMPLETE LACK OF CARE & INTEREST FROM CUSTOMER SERVICE PERSONNEL
*SLOW AND POOR RESPONSES ONCE I REALISED THE ERROR AND TRIED TO ACT QUICKLY TO RECTIFY IT

I'm passing this complaint on to someone higher up and I'll see where it goes, if I get the same poor response from them as I did from the Customer service personnel I'll be taking my business elsewhere in future!!!
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  Quote grunge Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 2:19am
Unfortunately, it's kinda part and parcel when buying online from overseas.

You can't expect the item to be here exactly when it will be here... 
I'm not saying it's perfect, but your expectations are kinda a little bit WAY too high.

Expecting items to get in exactly the required timeframe, and NOT paying a personal courier an arm and a leg is just asking for trouble. 

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  Quote jenni Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 4:04am
well no grunge, his argument is that it never stated that they wont ship 32 boots. l understand what he means because for burton product, they will stop you from purchasing if you as for it to ship to non-us address. in his case it didn't so he didn't know
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  Quote idshredhead Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 4:28am
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  Quote humdingaling Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 4:38am
agree with grunge
buying on line overseas...it has its issues.....customer service is one of them...freight being another. 
complaining will do nothing tbh

they only fixed the 32 boots thing recently...well partly
International Shipping Restrictions:
The following brands can only ship to the States (orders that are shipping to FORWARDING COMPANIES are not able to be processed with restricted items, please submit your order with an address that is from a Family Member or Friend that is within the US):

32, 686, Adidas, Analog, Anon, Arbor, Bonfire, Burton, Capita, Cappel, Coal, Dakine, DC, Dynastar, Electric, Emerica, ES, Etnies, Fischer, Forum, Foursquare, Fox, Full Tilt, Giro, GNU, Gravis, Jeenyus, K2, Lib Tech, Liberty, Line, Marker, Merrell, Morrow, Nike, Nixon, North Face, O'Neill, Oakley, Pro Tec, Quiksilver, Rayban, Red, Reef, Ride, Rossignol, Roxy, Salomon, Special Blend, Tecnica, Thirty Two, Union, Vans, Volcom, Volkl, Von Zipper

they haven't fixed the "add the cart" bit.

they should of gave you the option to cancel the boot from the order or cancel the whole order.....if you do not reply in certain time they will cancel the whole order
that's standard protocol......anywhere

cause if they just cancel the boots ...the invoice changes...the freight changes and in turn the amount they charge changes. they can not do that without confirmation from buyer.

re: taking business elsewhere....feel free to do it...i encourage it
 there are other sites that let you order 32 boots direct on line out there
also if you find a better deal elsewhere why not take it
i mean isn't the whole reason your buying online from the states?
obviously it isnt for better customer service LOL


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  Quote MrMeaty Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 4:45am
Just out of curiosity, do you know what the email said that they sent you, and how soon they sent that out?  I mean, I understand that the system should have popped up with a warning on the 32 boots as they did with the burton stuff, but it seams like they WERE aware of the mistake and tried to contact you, but your email system but their email in your spam filter.
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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 5:39am
Not related [at least to the overseas issue] but I'm currently experiencing an AWFUL customer service issue with The-House's administration of TS -- I used about $350 in gift cards and $150 in cc funds to place an ~$500 order last week, part of which I wanted this week so I ordered early because now it takes forever to ship from Minnesota. 
 
Long-story short:  my order's been "cancelled" while "the President" reviews my order history, no one will give me any information other than I "have to be patient and wait," they've taken my gift cards and my money and will apparently get around to providing me with the mechandise I purchased (here's hoping !!!) it when they feel good and ready . . . .
 
I love my TS member discount and actually like that House has increased selection, but this is streching my patience.  Hopefully they make this right -- COME ON GUYS
 
-b
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  Quote idshredhead Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 5:53am
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  Quote robnezz23 Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 6:28am
Too bad bro.  I'm sorry you had/are having such a miserable experience with TS.  Maybe you'll attract Doug's attention.  Good luck otherwise.
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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 6:35am
Probably beyond DF's ability to fix, or else I suspect he would have done it already.  Too bad he's not "the President"
 
-b
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  Quote dougfagel Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 6:41am
Bryers - Very sorry about the issues you have had in placing your order. 

You are correct that we need to make updates to the Product Pages from the Brands that have been recently added to International shipping restrictions. These requests will be submitted to our programmers for the updates.

I will pass this issue along to the head of our Customer Service and the President of our Company.


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  Quote jenni Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 7:27am
Originally posted by | | | bryman | | |

Not related [at least to the overseas issue] but I'm currently experiencing an AWFUL customer service issue with The-House's administration of TS -- I used about $350 in gift cards and $150 in cc funds to place an ~$500 order last week, part of which I wanted this week so I ordered early because now it takes forever to ship from Minnesota. 
 
Long-story short:  my order's been "cancelled" while "the President" reviews my order history, no one will give me any information other than I "have to be patient and wait," they've taken my gift cards and my money and will apparently get around to providing me with the mechandise I purchased (here's hoping !!!) it when they feel good and ready . . . .
 
I love my TS member discount and actually like that House has increased selection, but this is streching my patience.  Hopefully they make this right -- COME ON GUYS
 
-b
 
and they are reviewing your acct because??? your laudering $$ arn't you. seems kind of wierd how they built in so much various procautions now to purchases like the whole driver license thing to. dont get how that helps or protects them at all
 
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  Quote dougfagel Quote  Post ReplyReply Direct Link To This Post Posted: Jul/19/2011 at 8:03am
The purpose for the requirement of the Government Issued Id to be supplied by customers purchasing using a Bank outside of the US is to verify the CC account information. We verify all billing information with the issuing banks for all orders placed. Since we cannot use the standard means to verify with International banks we use this verification process to insure the purchase is legitement and not a case of fraud. 
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  Quote dougfagel Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 8:09am
The order was flagged because a red flag came up when you tried to purchase using so many Gift Cards at once. You are being issued a single Gift Card of the total remaining balances on all your cards so that you can replace your order. 

Sorry for the inconvenience.

- Doug

Originally posted by | | | bryman | | |

Not related [at least to the overseas issue] but I'm currently experiencing an AWFUL customer service issue with The-House's administration of TS -- I used about $350 in gift cards and $150 in cc funds to place an ~$500 order last week, part of which I wanted this week so I ordered early because now it takes forever to ship from Minnesota. 
 
Long-story short:  my order's been "cancelled" while "the President" reviews my order history, no one will give me any information other than I "have to be patient and wait," they've taken my gift cards and my money and will apparently get around to providing me with the mechandise I purchased (here's hoping !!!) it when they feel good and ready . . . .
 
I love my TS member discount and actually like that House has increased selection, but this is streching my patience.  Hopefully they make this right -- COME ON GUYS
 
-b
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  Quote snowmen Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 8:22am
Fixes should be made to the website that prevents purchases from being accepted that TruSnow can't honor. It is simply unacceptable to have a customer complete a transaction thinking everything is fine and that his order is on the way when in fact it needs to go through another vetting process. TruSnow should have made an extra effort to make this right with the customer.
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  Quote ktown Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 9:07am
Originally posted by snowmen

Fixes should be made to the website that prevents purchases from being accepted that TruSnow can't honor. It is simply unacceptable to have a customer complete a transaction thinking everything is fine and that his order is on the way when in fact it needs to go through another vetting process. TruSnow should have made an extra effort to make this right with the customer.
 
its also your due diligience to read all the terms and conditions before you make a purchase. computer glitches does happen
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  Quote dougfagel Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 9:26am
We are in the process of working with all the above customers to resolve the issues and have submitted the requests with our Programmers to update the issues on the site relating to these purchases.
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  Quote panther Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 9:55am
^^^^ doug pwns. 
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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 10:39am
Originally posted by snowmen

Fixes should be made to the website that prevents purchases from being accepted that TruSnow can't honor. It is simply unacceptable to have a customer complete a transaction thinking everything is fine and that his order is on the way when in fact it needs to go through another vetting process. TruSnow should have made an extra effort to make this right with the customer.
 
Yeah well they're understandably concerned about fraud, prolly pretty east to steal someone's CC and order a couple grand worth of swag. 
 
As for my complaint I do have DF on it and now I've been able to at least present TS/House with a basis to know I'm legit (where's MeadyD these days?).  Will see what their crack forensic accountants can come up with -- and maybe I'll have my order by the time it starts snowing again
 
-b
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  Quote grunge Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 4:17pm
Originally posted by jenni

well no grunge, his argument is that it never stated that they wont ship 32 boots. l understand what he means because for burton product, they will stop you from purchasing if you as for it to ship to non-us address. in his case it didn't so he didn't know

Clearly you didn't see his other post. I tried to respond to that one that it won't so I responded to this. 

I understand the initial error, but you have to admit, all the other small issues (email bocking etc etc)  exacerbated his aggravation.

I've an error with TS's CS as well, and I didn't get what I wanted in time, but I did end up getting it. I'm just saying if you want things fixed asap, you need to go to a bricks and mortar shop for that, but unfortunately, shops in Australia isn't very renowned for giving great after sales service, so really for me, for the price, and almost slightly better service, I get my gear from overseas, with the exception of one shop in Melbourne.

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  Quote humdingaling Quote  Post ReplyReply Direct Link To This Post Posted: Jul/20/2011 at 4:37pm
Originally posted by | | | bryman | | |

 
As for my complaint I do have DF on it and now I've been able to at least present TS/House with a basis to know I'm legit (where's MeadyD these days?).  Will see what their crack forensic accountants can come up with -- and maybe I'll have my order by the time it starts snowing again
 
-b

nice call

LOL

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  Quote Byers Quote  Post ReplyReply Direct Link To This Post Posted: Jul/21/2011 at 3:05am
Thanks Doug. Thats the first understanding reply, and honestly thats all I am after. I have been stuffed around, and partially my fault, I just wanted to see it fixed and get an apology.
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  Quote MrMeaty Quote  Post ReplyReply Direct Link To This Post Posted: Jul/21/2011 at 4:51am
Really nice to see this getting resolved as opposed to that fake board fiasco that turned out not to be a fake board after all...
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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Aug/15/2011 at 1:33pm
Originally posted by | | | bryman | | |

Originally posted by snowmen

Fixes should be made to the website that prevents purchases from being accepted that TruSnow can't honor. It is simply unacceptable to have a customer complete a transaction thinking everything is fine and that his order is on the way when in fact it needs to go through another vetting process. TruSnow should have made an extra effort to make this right with the customer.
 
Yeah well they're understandably concerned about fraud, prolly pretty east to steal someone's CC and order a couple grand worth of swag. 
 
As for my complaint I do have DF on it and now I've been able to at least present TS/House with a basis to know I'm legit (where's MeadyD these days?).  Will see what their crack forensic accountants can come up with -- and maybe I'll have my order by the time it starts snowing again
 
-b
 
UPDATE: regarding my issue, TS took about two weeks to acknowledge my GC should be reinstaed, and then another three weeks to actually do it.  Doug emailed that my card # was in last night, and I re-ordered as soon as I got to a computer this a.m.  Of course I had to cut out the board shorts and flip flops and other summer gear since summer has basically passed while they were di(king around with my GC situation, but I think we're past that and "luckily" they still had the 2010 [ak] pieces I wanted in stock (HIGH SELLOUT RISK !!?!!) . . . .
 
In any event Doug thanks for your assistance and I hope my order actually goes through this time . . . .  I'll post a similar update on the other thread where I was bitching about this issue so members are aware of what appears to be the final resolution of this customer service issue
 
-b
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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Aug/16/2011 at 3:10pm
Originally posted by | | | bryman | | |

Originally posted by | | | bryman | | |

Originally posted by snowmen

Fixes should be made to the website that prevents purchases from being accepted that TruSnow can't honor. It is simply unacceptable to have a customer complete a transaction thinking everything is fine and that his order is on the way when in fact it needs to go through another vetting process. TruSnow should have made an extra effort to make this right with the customer.
 
Yeah well they're understandably concerned about fraud, prolly pretty east to steal someone's CC and order a couple grand worth of swag. 
 
As for my complaint I do have DF on it and now I've been able to at least present TS/House with a basis to know I'm legit (where's MeadyD these days?).  Will see what their crack forensic accountants can come up with -- and maybe I'll have my order by the time it starts snowing again
 
-b
 
UPDATE: regarding my issue, TS took about two weeks to acknowledge my GC should be reinstaed, and then another three weeks to actually do it.  Doug emailed that my card # was in last night, and I re-ordered as soon as I got to a computer this a.m.  Of course I had to cut out the board shorts and flip flops and other summer gear since summer has basically passed while they were di(king around with my GC situation, but I think we're past that and "luckily" they still had the 2010 [ak] pieces I wanted in stock (HIGH SELLOUT RISK !!?!!) . . . .
 
In any event Doug thanks for your assistance and I hope my order actually goes through this time . . . .  I'll post a similar update on the other thread where I was bitching about this issue so members are aware of what appears to be the final resolution of this customer service issue
 
-b
 
They just shipped my order!
 
-b
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  Quote jenni Quote  Post ReplyReply Direct Link To This Post Posted: Aug/16/2011 at 3:14pm
^^still a good month later though from when you first raised this issue. still too slow if you ask me 
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  Quote Byers Quote  Post ReplyReply Direct Link To This Post Posted: Jun/14/2012 at 7:16pm
Just to update.. they still haven't updated the international shipping page. bit poor in my books. (but unfortunately its still cheaper than gear here in Australia..)
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  Quote chillwill Quote  Post ReplyReply Direct Link To This Post Posted: Jul/04/2012 at 6:43pm
Originally posted by Byers

Just to update.. they still haven't updated the international shipping page. bit poor in my books. (but unfortunately its still cheaper than gear here in Australia..)
 
32 has been added to the list of items that can only be shipped to the US.
 
Also if you go to checkout with 32 boots and click ship to Australia, it says it cant be shipped internationally.
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  Quote humdingaling Quote  Post ReplyReply Direct Link To This Post Posted: Jul/09/2012 at 8:46pm
shrugs international community died off
not many overseas regulars on here any more

yeah still cheaper to buy overseas for the most part
still there are many more other online stores to pick from though Smile


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  Quote ippollite Quote  Post ReplyReply Direct Link To This Post Posted: Jul/18/2012 at 3:01am
Im still here! (sometimes). 

Basically thirty two was an issue because... 

they DID have 32 listed in the restricted group. But they had thirty-two in the unrestricted. It was basically seen to be a bug caused by someone likely adding the one to the restricted group and forgetting to remove it (or just not seeing it) in the unrestricted. And well, you know... during the whole shift to st pauls and beth leaving, i guess it just got moved down the priority list and then kinda forgotten about. 

Ah wells. 

THIRTY TWO IS RESTRICTED. 
32 is also restricted. 
Ippy is still about. 
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