Ocean Hockey

[blahster 3]

Not sure if this is the right forum, but I am very disappointed with Ocean Hockeys customer service. I was charged an additional $10 for a TPS shaft. Making the shipping total $21.98. I called to get this extra charge removed and was told that at the top of the "stick category" page, this charge is clearly stated. The problem here is that I never clicked on the "stick category" page and instead used the "search" bar to find the exact item I needed.. in whichcase there is no visible warning of an extra charge. And not to mention that my emailed receipt did not show this charge on the first email. I did however get a second email indicating that the stick had shipped and that the extra $10 fee was charged! Again, AFTER it shipped! The rep I spoke with said they would pass this information along to the webmaster to fix the problem, but they could not refund the extra $10 because freight on sticks is "extra" and subject to change at "any time"! Just a heads up to potential customers.

[mack 44]

The added surcharge for sticks is common practise but it's shady that they didn't include that when you were checking-out your cart online.

[rwclifto 0]

Don't know anything about their customer service, but nearly everything they have is overpriced.

If you want good customer service, go to ePuck. I know they don't have a great selection of ice hockey equipment as they are mainly a roller company, but I have made many purchases from them over the years and all of them have been flawless. No inflated shipping rates either. If you live in the southeast, they can usually get your order to you within two business days on average.

[blahster 3]

it's shady that they didn't include that when you were checking-out your cart online.

Exactly! I explained that, and that as I always do, I verified the total in the cart on the final page, before completing the checkout and finalizing the order. And I was told that I should have used the "stick category" instead of the "search bar" to find my item. And had I done that I would have seen the warning. And that none of that mattered because their prices are subject to change at any time anyways.

[Methane 0]

I figured I'd go look and as soon as I added something to my cart on oceanhockey.com it says there is additional freight on sticks. Right at the top. Now, I will say it doesn't tell you it's $10, but it's there.

[blahster 3]

I figured I'd go look and as soon as I added something to my cart on oceanhockey.com it says there is additional freight on sticks. Right at the top. Now, I will say it doesn't tell you it's $10, but it's there.

I figured that only would apply if you had qualified for free shipping. Why would there be an additional fee on top of the $11 shipping that they already charge you? I have shipped shafts ups and fedex ground and it's always under $10. And again, it does not show this charge in the final page where you verify your order. And again, my first emailed receipt also didn't show this charge.

First email...

QTY SKU Description Price Amount

-----------------------------------------------------------------------

1 CS4C Louisville R2 Armor Contr $96.99 96.99

whip

-----------------------------------------------------------------------

SubTotal: $96.99

Shipping & Handling: $10.99

Total: $107.98

Second (shipped) email...

QTY SKU Description Status Price Amount

-----------------------------------------------------------------------

1 CS4C Louisville R2 Armor Shipped $96.99 96.99

whip

-----------------------------------------------------------------------

SubTotal: $96.99

Shipping & Handling: $20.99

Total: $117.98

[usahockey22 0]

That's BS, you should get your money back...you can't just tack on an extra charge after the total has been verified and sent, then expect a customer to just let the charge go through. Call them up and ask to speak with a manager or someone higher up the chain, explain the situation again, and demand your 10 dollars back, you should get it. If not, tell them you want all of your money back, including all of the shipping, mention that you will never shop with them again, etc. If they don't do this, then call up your credit card and cancel the charge.

[Methane 0]

What he said is the right was to fix this issue. In my previous post I was NOT defending them, just pointing out that it does warn you about a charge. $20+ for shipping on a stick is ebay style shipping robbery.

[usahockey22 0]

What he said is the right was to fix this issue. In my previous post I was NOT defending them, just pointing out that it does warn you about a charge. $20+ for shipping on a stick is ebay style shipping robbery.

Yes, it warns you on the subtotal page...but the price that they put next to "TOTAL:" is the absolute total, you can't just tack on an extra fee. If there is another 10 dollars, it should have been figured into the final order page, as well as the statement they e-mailed out...just another reason why not to buy online, as if you purchase in person at a shop they can't sell you something then go back later and decide to charge you more... <_<

[TBLfan 25]

They should have added that fee before you checked out in your cart. I would complain until they changed my total back to what was agreed upon(there has to be a law not allowing additional charges after you pay). I'd also probably never shop there again, at least until they change their website to show the fee on products that will be charged with the additional rate as well as have it show up in the cart.

For good customer service try epuck and eastwesthockey. Hockeygiant and hockeymonkey's CS sucks but if you complain enough they'll find something to make you happy or at least content... not worth the hassle though. I hear icewarehouse is good too.

[JR Boucicaut 3810]

Hockeydeals is pretty good too :P

[mack 44]

I'll check that one out and will vouch for Inline/Icewarehouse as well as hockey.lax.com or whatever their name is. I cleared out their Dolo 2s for my brother's birthday so I will take any and all hatred towards me for that.

[JR Boucicaut 3810]

That's me. LOL

[mack 44]

Do you have the new Warriors? How are the new graphics? Does it really feel like nipples? What's their Mogilny version called?

[JR Boucicaut 3810]

Yeah, I have the latest stick. It's called the Super Cracka Killa.

[UMWhockey 0]

so are you able to smoke the stick after you are done playing with it? i think that is a valid question with their latest stick

[Miserable 6]

Pretty shady that the order confirmation email didn't have the correct total. I could see if it was something that freight needed to be calculated after it was packed but in this case, they charge a flat fee.

What's probably going on is that their order processing software isn't set up to add the 10.00 to stick only orders so they have to add it after the fact. The confirmation email is sent automatically by the system so that charge is omitted. Once they process the order, they go back in and manually add that charge.

Looks like it's just an issues of them not having proper procedures to charge that 10.00 on their site. If you're going to charge the extra money, you should at least set everything up so that it is clear to the customers and it's taken at order confirmation time instead of after the fact.

It is kind of shady and if they won't refund the money, present your emails to your credit card company and have them dispute the charge.

[hehatemefrisbee 0]

Yeah, I have the latest stick. It's called the Super Cracka Killa.

OMG When do the new Warrior SCK's come out!?

[Joker518 0]

Everytime I check out HockeyDeals.com and I see the "We're guilty of SLASHING our prices again!" cheesy slogan on the homepage, I wonder if JR had anything to do with it...

[golfpuck 0]

fight it through the credit card company.

show the credit card company the bill

they should resolve it for you.. as you did not agree to the $10 at the time of check out.

[JR Boucicaut 3810]

Everytime I check out HockeyDeals.com and I see the "We're guilty of SLASHING our prices again!" cheesy slogan on the homepage, I wonder if JR had anything to do with it...

Nothing to do with me. However, the "We have the buying power of a Giant so that we don't have to Monkey with our prices" is sheer genius.