II Sports - iisports.com - trouble with purchase of paintball supplies

II Sports - iisports.com - trouble with purchase of paintball supplies

October 9, 2005 - Business Reply - From: Email User

Business Reply to complaint

Consumer complain webpage

http://www.complaints.com/directory/2004/march/13/14.htm

Business reply: REPLY: We apologize for the horrible experiences Timothy M described with our company. Though this incident happened in 2004 when a number of our systems & personnel were in transition, this is no excuse for such poor service! Obviously, this transition affected many of our customer's orders and caused a lot of problems. Since then, we have improved both our customer service and the accuracy of product availability on our website. All orders are now processed within one business day and usually ship out the same day. Customer email inquiries are usually answered within 2-4 hours and our toll-free line is open from 8am-5pm PST Monday thru Friday. Although this incident occurred in 2004, we would love for Timothy M to contact us so that we can do whatever we can to compensate him for his negative experience with Clyde Warman

iiSports.com

I&I Sports!

March 13, 2004:

II Sports online retailer horror story.

II Sports is an online e-tailer. www.iisports.com They sell paintball supplies.

This is the worst online retailer I have ever had the misfortune of dealing with. II Sports is an online Paintball retailer. It all started after I placed my order on a wednesday. I purchased 5 different items (multiples of one item and 4 other items). I paid for 2nd day shipping. I was expecting a tracking number to be e-mailed to me and for my items to arrive either that friday or the following monday. It is now the 12th and I have still not recieved my items.

After 5 unaswered e-mails, I checked the website and found that they take 48 hours to process orders. I found this odd, but none the less I figured that by tuesday I should have received a tracking number for my items so I called them on tuesday evening. I was told that 2 of the items I ordered were not in stock and that they would not be in stock until the end of the month! This information was not on their website, nor did they bother to e-mail me and tell me this. So, I told them to delete those items from my order and ship the remaining items to me immediately.

I was told they would do this and it would go out that day (tuesday evening my time was only about 2pm their time). I thanked them and expected a fax with my updated invoice and tracking number (the person on the line told me their e-mail was down...since december... that's right, an online retailer that tolerates e-mail being down?!?!?) Well, the next day I called and my order had not shipped.

The person on the phone told me the same story about the items being out of stock and that they would not ship until the end of the month... I relayed the prior conversation and he said that only the supervisor could do that, and that he was currently out getting food. So I called back later and the supervisor told me he would take care of it and ship it the next day...he didnt. I called the next day for a tracking number and was told the same story about how the order had back-ordered items and would not ship.

For the 5th time I relayed the story and demanded my order be shipped immediately. The person gave me a story about how he could not do that because the order was already in the wharehous and that the order department and wharehouse's only connection was via paper documents!!! (Keep in mind this is -according to their hold message-the largest online retailer of "extreme sports" products). He said that it could take up to 2 weeks to change my order and fix the problem, I respoonded by telling him to get someone to go down there, pull the invoice, fix it and ship the damn order AND refund my shipping. He did get someone to get the invoice and fix it, but would not refund my shipping.

He promised the order would ship that day (thursday now). I called later that day and got a tracking number. Friday, I checked the number and it did not show up. Knowing it can take a while to show up, I waited until later in the day and checked. It was still not valid, so I called the company one more time. The gentleman I spoke to told me it was not possible that I had a tracking number because they did not have access to that information!

He was very rude and would not listen to my explination, then basically called me a liar and hung up on me!! I called back, tolld him to put someone else on the phone immediately and spoke to the only nice person I have spoken to yet. She confirmed the tracking number and told me it had shipped thursday.

She told me that the person I had just spoken to was not in his usual job and didnt know... I thanked her, hung up the phone and rechecked the tracking number several hours later only to find that the shipment was shipped on FRIDAY at 5:30 THEIR time (about 8:30 my time and roughly 3 HOURS AFTER I was told it had shipped the day before!!!!).

Needless to say I will never deal with this company again.

Timothy M

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