jfoster33702
Contributor
This is an interesting story that boils down to LDS vs. Internet sales...It's going to be a little long, sorry about that.
A few weeks back, I was shopping for my very first BC. I had decided that I would spend a little more money at an LDS, rather than buy it online - mainly because I wanted to try it on first. After visiting a local shop (Tackle Shack) once - on the second visit I purchased an XL Knighthawk...I say XL, because after trying it on, the salesman helping me suggested that was the correct size. He did understand that I was just finishing up with my OW cert and was completely new. This was last years model with the older style Air2, so they discounted it $100 off retail. Even with that discount, I was still paying $100 more than I could find it online - which I was fine with - being that I did take their time and advise. After getting it home, I tried it on again and the more I looked at it and adjusted the straps, the more I suspected it was too large. I brought it back 2 days later and a different salesman had me try on a large - instantly insisting that the XL was too big and that he would exchange it for the large. At this point, my LDS experience was great - what more could I ask for other than someone who was willing to help and wanted to get me in the right gear.
Yesterday, my wife and I go back to the same shop looking for a BC for her. They now only have a few sizes that offer the $100 discount (still $100 more than online). While she is trying them on, the same salesman who swapped my XL for my L came out. My wife was commenting on how the medium felt more comfortable than the small - that's when he starts (rudely) saying that he's not going to exchange this one, and telling the other salesman to make sure that they put 'no exchange, no return" on my receipt if I buy it... at this point I'm starting to feel like a fricken criminal for having received what I thought was good service...
At some point during all of this, the salesman is talking about how the internet is killing the LDS and how there wouldn't be anymore LDS remaining if people like me continued to purchase Zeagle and brands that allow internet sales (I had told him that I purchased zeagle regs). I explained that I could see both sides of the internet thing, being that I buy a lot online and I also develop e-commerce websites...but I didn't get into a debate with him, as there are heavy opinions about this on both sides.
So, we decide to get her a small knighthawk, as it seemed to fit better than the ladyhawks that she tried on. The service had not been hideous, just a little unpleasant - and I still wanted to buy from my LDS (and get a fair price). As the salesman put her new BC back into the box for us to take, he makes a comment on how hard it is to get them back into the boxes and that the little mexicans at the plant can get them in a lot better...this...after handing a credit card back to my wife with the last name "Ramirez" on it. We really didn't know what to say, so we just took our BC and walked out.
IMO - If an LDS is going to complain about internet sales hurting them - they need to step it up a notch in the only place they can beat the internet, personal customer service. You should have a positive feeling after making a significant purchase at a retailer. Tackle Shack left a crappy taste in my mouth and I now regret ever doing business there. Prior to this, I was willing to spend more $ locally to support local commerce. Thanks to the internet, there are a lot of good shops available to me now and I plan to use them, exclusively, for my future scuba purchases.
This, my friends, has been a lesson on how to lose a customer. I'm young and have a lot of diving years ahead of me...years to tell people about the shops I like and the ones that I avoid.
Jeff
A few weeks back, I was shopping for my very first BC. I had decided that I would spend a little more money at an LDS, rather than buy it online - mainly because I wanted to try it on first. After visiting a local shop (Tackle Shack) once - on the second visit I purchased an XL Knighthawk...I say XL, because after trying it on, the salesman helping me suggested that was the correct size. He did understand that I was just finishing up with my OW cert and was completely new. This was last years model with the older style Air2, so they discounted it $100 off retail. Even with that discount, I was still paying $100 more than I could find it online - which I was fine with - being that I did take their time and advise. After getting it home, I tried it on again and the more I looked at it and adjusted the straps, the more I suspected it was too large. I brought it back 2 days later and a different salesman had me try on a large - instantly insisting that the XL was too big and that he would exchange it for the large. At this point, my LDS experience was great - what more could I ask for other than someone who was willing to help and wanted to get me in the right gear.
Yesterday, my wife and I go back to the same shop looking for a BC for her. They now only have a few sizes that offer the $100 discount (still $100 more than online). While she is trying them on, the same salesman who swapped my XL for my L came out. My wife was commenting on how the medium felt more comfortable than the small - that's when he starts (rudely) saying that he's not going to exchange this one, and telling the other salesman to make sure that they put 'no exchange, no return" on my receipt if I buy it... at this point I'm starting to feel like a fricken criminal for having received what I thought was good service...
At some point during all of this, the salesman is talking about how the internet is killing the LDS and how there wouldn't be anymore LDS remaining if people like me continued to purchase Zeagle and brands that allow internet sales (I had told him that I purchased zeagle regs). I explained that I could see both sides of the internet thing, being that I buy a lot online and I also develop e-commerce websites...but I didn't get into a debate with him, as there are heavy opinions about this on both sides.
So, we decide to get her a small knighthawk, as it seemed to fit better than the ladyhawks that she tried on. The service had not been hideous, just a little unpleasant - and I still wanted to buy from my LDS (and get a fair price). As the salesman put her new BC back into the box for us to take, he makes a comment on how hard it is to get them back into the boxes and that the little mexicans at the plant can get them in a lot better...this...after handing a credit card back to my wife with the last name "Ramirez" on it. We really didn't know what to say, so we just took our BC and walked out.
IMO - If an LDS is going to complain about internet sales hurting them - they need to step it up a notch in the only place they can beat the internet, personal customer service. You should have a positive feeling after making a significant purchase at a retailer. Tackle Shack left a crappy taste in my mouth and I now regret ever doing business there. Prior to this, I was willing to spend more $ locally to support local commerce. Thanks to the internet, there are a lot of good shops available to me now and I plan to use them, exclusively, for my future scuba purchases.
This, my friends, has been a lesson on how to lose a customer. I'm young and have a lot of diving years ahead of me...years to tell people about the shops I like and the ones that I avoid.
Jeff
