Elliptical Rant

Winchester

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We ordered the elliptical on Sep 3, almost 3 weeks. At that time they said it would take about 5 business days for it to be delivered. Ok, that's cool.

Got the confirmation email on Monday, Sep 13 (that's longer than 5 days, but that's OK). It was shipped through ABF Freight and we got a tracking number. The problem is that the tracking number isn't verified as a shipment at ABF.

Meanwhile, My Sixth Man, the assembly company has called now 4 times to set up a date for assembly. We can't assemble something we don't have. They called again yesterday and couldn't understand why it's not here. Well, neither can we.

They called Dick's to find out what was going on. Dick's checked it out and called me to tell that it's definitely in the the ABF system and gave me their (ABF) phone number to call them. Dick's said that they (ABF) would give me a date for delivery so that either DH or I could be home. It's an inside delivery, which means that ABF will bring it inside.....we still have to get it up the steps and back to the bedroom.

So I called ABF, only to find out that.....ready for this?.....no, it's not in their system and nothing has been shipped to our ZIP code. Or to our address. Or with that tracking number. Hmmmm

Called Dick's back to tell the manager that something is funky. He said he'd check into it (again) and get back to me.

When Dick's called back, they admitted that nobody can find it. They have a record of it being shipped out. But ABF says they don't and they can't find the thing anywhere. They're all going to keep checking around. ABF may call me with actual shipping confirmation. And Dick's is to call me back again, too.

Somebody (either DH or me) has to be home to accept delivery. They need a signature upon delivery and no way do we want something like that sitting on the front stoop all day, particularly if the weather would be bad. One of us would take a vacation day for delivery; the other one would take a vacation day for assembly. It's easier for me to get a v-day than it is for DH as he has to go through all these channels, which can take two weeks!....I just go back to the boss and say, "May I take a v-day tomorrow?" and I'm usually good to go.

The last phone call from Dick's was on Monday; he admitted that the shipping tracking number was invalid.....well, duh! He said that, if nobody calls me back within 24 hours, I am to call him. Well, it's been 24 hours and nobody has called. Meanwhile, ABF still says it's not in their records and they've not shipped it.

I feel like I'm banging my head against a brick wall. And getting nowhere. I'm considering cancelling the order at this point. I ordered it through a credit card because I've heard that larger purchases should be done that way, just in case there's a problem. And there most definitely is. The order has been charged, so I'd have to call my card company and dispute the charges, I guess. Any ideas?

I am not a happy camper right now.
 

emrldsky

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Sorry you've had such a bad time with this.

If you're ready to cancel the order, call Dick's and tell them to cancel it. If they say that they can't do it since it's already "shipped," tell them, that's fine, you'll just call your CC company and dispute.

In most cases, the CC company will side with the consumer. If it shows up after the fact, refuse delivery and say that the order was canceled.

Other than that...where are you going to order an elliptical from now? :/
 

mrblanche

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If you've ever been on a freight dock, you'd understand how this can happen. I've seen them lose truck engines, motorcycles, etc.

HOWEVER, my gut feeling is that your shipper actually put it on someone other than ABF. This sort of "poaching" isn't uncommon.

Now, in order of process, here are some of the things that might have happened to your shipment.

1. The seller never really shipped it. It was put into their order queue, a dummy shipping number (PRO number) was set up, but it was never actually put on the dock to be picked up.

2. The wrong trucking company might have picked it up.

3. A fake trucking company might have stolen it from the shipper.

4. It might have been stolen off the P&D (pickup and delivery) truck before it got to the terminal.

5. It might not have been properly entered into the shipping company's computer system.

6. It might have been stolen off the docks at the trucking company.

7. It might have gone astray in transport.

8. It might have been stolen in transport.

9. The truck it was on might have been destroyed in an accident.

10. It might have been stolen off the local dock.

11. It might have been stolen off the delivery truck (usually the truck driver's help).

12. It might have been delivered to the wrong address.

Now, since ABF and your shipper agree that the shipping number they have is invalid, the first item is most likely.

By the way, I've heard of all the others happening.
 

3catsn1dog

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Id call Dicks and cancel the order and inform them that you will be taking your business to a company who can do their job right. For an order that is as costly as an elliptical machine and something that needs a signature for delivery they shouldnt make any mistakes and have gone the extra mile to insure that everything was correct. I personally dont shop at Dicks because the few times Ive gone there for help or assistance buying things their employees were...idiots and too busy chatting about how drunk they were going to get that night and how they couldnt wait to get off work, the cashier actually had finished their text before cashing us out...Personally thats just unacceptable and I can purchase my fishing gear somewhere else for cheaper and get better service.

Anyways sorry to go on that tangent but yeah Id definately call and cancel the order and if possible tell your CC company what happened and see what they can do for you because of this situation.
 

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I would raise a stink and tell them if they wanted my business for this transaction I would want a 25% discount with the manager's guarantee that the item will ship priority or you will file a dispute with your CC.

I am sure there is a governmental agency that oversees issues like that. I would file a complaint with them considering they have their money and have no clue where your order is.

Have you called their corporate office to complain? I would do that if you haven't.
 

otto

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Oh I'm so sorry about this. I've heard of this kind of run around with other not so well known companies, but I wouldn't expect it of Dicks.

I've read about this, a company finds itself short of cash so takes a bunch of orders but doesn't fulfill them. After a few months of runarounds with the consumer (endless phone calls, well we think it went here or there etc etc) they do finally refund the money, once their cash crunch has passed.

Ironically I was thinking about you today and wondering how you liked your elliptical, because I just bought an electronic stepper.

The $47 wasn't in the budget but I am desperate for cardio/aerobic exercise now that my gym has closed. It's going to be difficult to regain the discipline to work out at home after going to the gym for so many years, but if I don't, my mountain climbing enjoyment will be greatly compromised.

It's no fun to climb a mountain if I am not in good shape for it.
 

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Earlier this year a pallet of food products was "lost" in transit. Similar to your situation no one could tell us where the products were!! It did appear a week after promised delivery date with really no explanation.

As someone contacted the manufacturer to find out if really ordered?
 

grogs

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Originally Posted by zohdee

I would raise a stink and tell them if they wanted my business for this transaction I would want a 25% discount with the manager's guarantee that the item will ship priority or you will file a dispute with your CC.
I think that's the right idea, although I wouldn't raise a stink about it per se. Just tell the manager that you've really been looking forward to that particular model and it's time for him to make it right. Having another one shipped out ASAP would be a good start. And I think free shipping (which has got to be close to $100 for something as heavy as that) would be pretty close to making it right. Just be firm and tell him if he's not prepared to make it right now, you'll just cancel the order and get it somewhere else. If he's not willing to do that, I'd definitely go somewhere else.

Sometimes things are just going to go wrong. The airline loses your luggage, the new computer you ordered is DOA, or your package gets lost in the mail. You, as a customer, probably don't experience it much unless you order a whole lot of stuff, but for any large company, it's going to happen to a certain number of their customers everyday. How they go about rectifying it is what's important.
 

zohdee

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The problem I have is that a confirmation # was given and now that has disappeared.

I would contact the credit card company and outline what happened as well. I would be concerned that your CC info may be floating around somewhere. If there is even an iota of fraud in your mind...contact them ASAP.

Sadly, many companies outsource their customer service so the people you may be speaking with may not even be an employee of Dicks.
 

3catsn1dog

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Originally Posted by zohdee

The problem I have is that a confirmation # was given and now that has disappeared.

I would contact the credit card company and outline what happened as well. I would be concerned that your CC info may be floating around somewhere. If there is even an iota of fraud in your mind...contact them ASAP.

Sadly, many companies outsource their customer service so the people you may be speaking with may not even be an employee of Dicks.
Im pretty much on the same wave length of thinking. I would be having a cow right now if this were me because for me to order something and have it shipped basically means either theres absolutely no other way for me to get it or the only place I can find it is online and I have little to no trust when it comes to individuals OR companies shipping stuff. There may be 10 million customers 100% happy with Dicks (or any other big companies) customer service and how they handle stuff but they dont seem to think about that 1 customer who is unhappy and then spreads the word to their friends and so on and so forth. They really should be going the extra mile to find out exactly what is going on with your machine. I know darn well if I were that manager this issue would be a number one priority to find out what exactly is going on, especially for such a large purchase like that and especially considering the area you bought the machine in there are how many other places where you could go who would be more than willing to beat Dicks price and really go above and beyond to get you your elliptical. I swear sometimes companies really can only see the bottom line and dont focus on the situations and people that effect their bottom line.


Sorry for my little rant. I have major issues with bad customer service and little to no patience for what seems to be idiotic employees.
 

butzie

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Originally Posted by mrblanche

If you've ever been on a freight dock, you'd understand how this can happen. I've seen them lose truck engines, motorcycles, etc.

HOWEVER, my gut feeling is that your shipper actually put it on someone other than ABF. This sort of "poaching" isn't uncommon.

Now, in order of process, here are some of the things that might have happened to your shipment.

1. The seller never really shipped it. It was put into their order queue, a dummy shipping number (PRO number) was set up, but it was never actually put on the dock to be picked up.

2. The wrong trucking company might have picked it up.

3. A fake trucking company might have stolen it from the shipper.

4. It might have been stolen off the P&D (pickup and delivery) truck before it got to the terminal.

5. It might not have been properly entered into the shipping company's computer system.

6. It might have been stolen off the docks at the trucking company.

7. It might have gone astray in transport.

8. It might have been stolen in transport.

9. The truck it was on might have been destroyed in an accident.

10. It might have been stolen off the local dock.

11. It might have been stolen off the delivery truck (usually the truck driver's help).

12. It might have been delivered to the wrong address.

Now, since ABF and your shipper agree that the shipping number they have is invalid, the first item is most likely.

By the way, I've heard of all the others happening.
Hey, Mike is the expert here and he may well tell you to be "Snoopy" (couldn't resist Mike) and track the shipment. For me, I would fight with the company and say that if I don't get it then I need credit. Those things cost lots of $. Don't give up on tracking the shipment, but go after the store first.

BTW, the store is called Dicks? And what rhymes with that?
 
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Winchester

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Update - Spoke with the store manager late yesterday afternoon. It seems they were waiting for the 2011 model to become available and it's now ready to be shipped. Now....do I believe that? Not for one second. Nope. When we ordered, the salesperson told me that there was virtually no difference between what we ordered and the newer model.

Anyway, he has assured me that the elliptical will be shipped out today (from Florida) and I will receive a (valid) tracking number today. It should be here within 5 days. He gave me the name and number of a person at ABF Freight to call later on this morning....she is to give me the number. I asked him if I could hold my breath on that and he said yes.


Shipping is free, but for all orders over $79, shipping is always free. I asked for a $100 gift certificate and he promised he will look into it for me. I figured I'd ask; the worst they can do is say no. And frankly in my mind? It's the least they can do....maybe they'll actually go for it. I used to be a good Dick's customer (whoa, that doesn't sound right, does it?
Sorry!) ; since that store opened, we've purchased quite a few items there.

I will say that, at no time, did I lose my temper. I was, and still am, frustrated, and he knows that. But I've been very polite, very courteous. So, I guess we'll see. I'll call ABF later on this morning.

butzie! I know what rhymes with Dick's!

I realize that things happen sometimes. And that's why I've tried to be patient. Although, I'm not the most patient person in the world, that's for sure. But yes, things do happen.

As far as getting it someplace else, well, I don't really know where to go. As 3CatsN1Dog will agree, we live in a very rural area and there aren't any places around here. We do have a Gold's Gym, though, and I was thinking about contacting them for any advice on where to buy. The thing is, I don't need a huge, professional elliptical and I didn't want to go over $2,000. It's just me using it, maybe DH, if I can talk him into it.

mrblanche, I don't think they ever shipped it. I think they gave me a number, but never got it to the shipping department. The fact that the tracking number was invalid makes me think you're right.

Otto, how do you like your stair stepper?

If I don't get a valid number today, I will call corporate. And I will send them a certified letter. It may not do any good, but it will make me feel better. Thanks for listening to me. Stay tuned.
 

otto

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I only got the stepper yesterday, and used it for the first time today. I'd much rather have an elliptical but this is the only thing that will fit in my tiny apartment, and it was cheap ($47.98).

The stride is limited, so that will take some adjustment on my part, but I could feel the muscles being used, and I did manage to get my heart rate up to about 60% after 15 minutes, so not bad for a first try.

In the literature it is recommended that I use an equipment mat under the machine. I don't have one, yet and don't know how much they cost, so don't know either if I will get one.

I used to have a weight bench here, but, again, space being at a premium, I got tired of the bruises from banging into it, so I retired it, though I had used it for many years up until I moved into this tiny space. It was then that I joined a women's only fitness center.

Go Figure fitness for women closed after four years, and then I joined Curves, which had much less to offer, but better than nothing. Now, being down to nothing, the electronic stepper ( a Gold's Gym product incidentally though made in China <sigh>) and a set of dumbbells, a set of ankle weights for my knee exercises and a mat for stretching, will have to do.
 

3catsn1dog

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Originally Posted by Winchester

Update - Spoke with the store manager late yesterday afternoon. It seems they were waiting for the 2011 model to become available and it's now ready to be shipped. Now....do I believe that? Not for one second. Nope. When we ordered, the salesperson told me that there was virtually no difference between what we ordered and the newer model.

Anyway, he has assured me that the elliptical will be shipped out today (from Florida) and I will receive a (valid) tracking number today. It should be here within 5 days. He gave me the name and number of a person at ABF Freight to call later on this morning....she is to give me the number. I asked him if I could hold my breath on that and he said yes.


Shipping is free, but for all orders over $79, shipping is always free. I asked for a $100 gift certificate and he promised he will look into it for me. I figured I'd ask; the worst they can do is say no. And frankly in my mind? It's the least they can do....maybe they'll actually go for it. I used to be a good Dick's customer (whoa, that doesn't sound right, does it?
Sorry!) ; since that store opened, we've purchased quite a few items there.

I will say that, at no time, did I lose my temper. I was, and still am, frustrated, and he knows that. But I've been very polite, very courteous. So, I guess we'll see. I'll call ABF later on this morning.

butzie! I know what rhymes with Dick's!

I realize that things happen sometimes. And that's why I've tried to be patient. Although, I'm not the most patient person in the world, that's for sure. But yes, things do happen.

As far as getting it someplace else, well, I don't really know where to go. As 3CatsN1Dog will agree, we live in a very rural area and there aren't any places around here. We do have a Gold's Gym, though, and I was thinking about contacting them for any advice on where to buy. The thing is, I don't need a huge, professional elliptical and I didn't want to go over $2,000. It's just me using it, maybe DH, if I can talk him into it.

mrblanche, I don't think they ever shipped it. I think they gave me a number, but never got it to the shipping department. The fact that the tracking number was invalid makes me think you're right.

Otto, how do you like your stair stepper?

If I don't get a valid number today, I will call corporate. And I will send them a certified letter. It may not do any good, but it will make me feel better. Thanks for listening to me. Stay tuned.
Knowing how limited resources are in our area for stuff like that....I dont know how you managed to keep your patience and not spaz on them. Especially considering in our area for major shopping Dicks has the only store that specifically caters towards hunting/sports equipment as a specialty. They really do need to do something for the inconvienance and blatent lies that the manager told you. Personally I would still get ahold of corporates customer service and with that managers name tell them what happened.....In my experiance with customer service the store themselves are more likely to try and bury this incident so it doesnt make them look bad to corporate, the last thing they want is a district or regional manager coming in and giving them an overhaul and reeming them out for being idiots. The corporate customer service will do something for you for what happened, atleast I really do think that they will and there is no reason whatsoever for this situation to be buried by that manager and Ill bet all the money in my bank that thats what he is going to try and do. So if I were you definately call their corporate number.

I cant stand stuff like this happening, I dont care if you hate your job and its just a crappy paycheck and a way to pay bills or whatever, but if you work in customer service you darn well better put your happy face on and bust your butt for the customer because without them you dont have a job. In our area its not too hard to have a customer get mad spread the word and head to one of a million malls or stores that are within an hour or hour and half away from us, or worse just shop online. I can think of about 10+ stores alone in this area that I will refuse to go to because of their junk customer service and the fact that not only do the employees not care about their jobs but also the managers act like its an inconvienance to be there. There are probably only 3 stores I like going into because the service there is amazing if not annoying because you end up with 20 people constantly checking to see if you need help or trying to explain something to you even if you tell them your just looking or dont need help. Annoying yes but I appreciate the fact that they take their jobs seriously and want to help the customers, maybe if more places worked off commission sales then the employees would be more willing to work their butts off and act like they enjoy their jobs.

Sorry for the rant...again....bad customer service is a huge pet peeve of mine and I cant stand it!!!
 
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Winchester

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Thanks, Kim......I had been looking at Sports Authority and, if this doesn't work out, I'll be ordering from there, I think.

I used to work as a Customer Service Representative for a model train manufacturer. Sure, it wasn't the best job around and it was only until I could find something in my field. But, darn it, I bent over backwards to help people....that was my job! I remember working OT, trying to get things straightened out for people.

And in my planning job, when there's a problem, I still do that. When the sewer module hasn't been approved or when I know that the time is going to run out on plan approval, I always contact the engineer and let them know where their plan is. I always remind them if they need a time extension, so they can get their request in on time. I don't have to do that, I don't have to "babysit" people....but I do it anyway. Because that's my job. Darn it.

Anyway, the CSR called me late afternoon yesterday with a tracking number (the same darn number actually!). She said it was shipped out yesterday and should be here in five business days AND that they are to not only deliver the elliptical, but they are to also haul everything back in the bedroom for me....at no charge. She told me that the tracking number won't work until this afternoon, but if it doesn't work after that, I should call her. And she is supposed to call me later on this morning, just to verify everything. Oh, and they are working on that $100 gift certificate, too.
So....we'll see. They still maintain that my order got caught in the old model/new model void. Who knows?


Otto, I think you're going to like that stepper. We were looking at something like that, too. Have fun!

We have a weight bench and 200 pounds of weights in the basement. The Bowflex is also in the basement. The treadmill is now in the basement, too. (DH and I both should be ripped with all that equipment!) DH said that we should just put the elliptical in the basement with everything else, but without a television there, I won't use anything. And the basement isn't completely heated yet, although we are working on that. My sister has already made plans to join me twice a week for exercise work....we could both stand to lose a few pounds. Heck, we could open our own mini-gym!
 
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The CSR did call me. The elliptical was shipped out yesterday....and the tracking number works; I tried it while I was on the phone with her. It should hit Carlisle (their distribution center in my area) on Monday and tentatively should be delivered to our home on Friday, Oct 1st. Instead of just inside delivery (which means that it goes in the front door to the foyer), she has it down for complete delivery (which means that the guys will bring it inside the house, up the steps, and into the bedroom). So that's good.

Still working on that $100 certificate....I doubt I'll see that.
 
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