Bad online experience Pro Hockey Life / Sports Rousseau?

[sebseb 0]

Isn't there an autorathy that protects the customer and his rights. Tell PHL that you're going to those guys and if they still don't do nothing make an official complaint and they will have to replace the stick or give you your money back

[ddbowdoin 0]

did that really happen.... wtf!

They sent you that POS! charged you 139 for it, then offered you a 10 dollar credit and NO stick in return? And how are they in business? The worst thing about hockey stores are the damn teens that work there. Most are pretty good hockey players who only work there for the discounts. They sharpen like crap and just fool around...

back on the subject, do not let that slide... call your cc company, and keep on calling them back talk to a manager/supervisor, until you get to the highest person available

[Dupes 1]

give a call to the head office in Montreal, they will give you a hand and solve your problem or any dislike you have about PHL.

[furlanitalia 1]

That's a really shame. I'd definitely keep fighting it, just keep asking for someone higher up until they realize the atrocity of this.

[twister18 1]

Call the head office, and point them in the direction of this thread, to show all the potential business they may be losing by screwing you over like they are. that's just totally unacceptable, especially if it's for your kid

[halfmoonyote 0]

they took a loss on that stick....and a loss on any future purchases from you. great business sense.

Agreed. Ridiculous business sense.

Not for nothing, I'll never give them one red penny of my money after reading this thread, and I'm sure others may feel the same.

Completely unnaceptable behavior from any retailer.

Awful, awful business.

[number18 0]

. the sticks they use inn the shooting area are all taped, blades and handels.

That's not what I witnessed when I was there last week. Employees were there, looking bored, playing in the Rapidshot machine with untaped, new looking OPSs.

i'm sure your right, i only use shaft/blades so i really dont take a lot of ops' off the shelf and look at them

on another PHL rant, my mens team got our summer league jerseys done from them cuz they gave us a good price, they weren't ready for a extra 2 weeks after they said they'd be ready. cuz of the logo we submitted was their reason. anyways, we need about 5 more from them and they said they'd make the 5 but we'd have to pay again to get the logo uploaded onto their system cuz they didn't keep it from a couple months ago.. that could be a standard thing with companies not keeping the logo "on file" i dont know, but its just frustrating

after reading this thread it steers me away from them aswell. they have a great selection of gear but thats about it. i've started using hockey experts and play-it-again as my go-to hockey shops

[shifter 0]

like the saying never judge a book by its cover until you've read it; same thing applies to a store it can look great but terrible quality in customer service and employees

[farhanshak 1]

okay here goes

first off, call head office and tell them what happened. ive been there a few times just to pass through when shopping with the gf and there is no way that stick looks like that just from storage. that is definitely a used stick.

after seeing this, and i hope they are not taking advantage of you because it was an online order, they are off my list too...i would be raging if that happened to me. even though its 140 of your sons money (which is alot) that is not fair to any kid at all.

call up head office and tell them what happened. and like another member said, tell them about this post. i am sure there are alot of guys from the tdot and surrounding area on this forum that would be ticked about this. i live 15 minutes away from ther and i think i am going to continue going to my other LHS (majer hockey or hockey experts)

i hope everything works out for you and your son.

[jrhky36 1]

Wow...just wow. Cross them off my list.

They sold you a new stick and sent you a used one. False advertising plain and simple.

I'd be going nuts!

looks like a bait and switch. in the states there a laws concerning that. don't know if canada has anything like the better business breau, but if they do call them and see what they can do for you.there is no excuse for that stick being sent to your son. anyone wit hhalf a brain in hte shipping dept to see the damage. as far as the dust and dirt it could be from being in the store. i know when i go to the peranis location in flint i find some old gear with dust on it. but overall a real bad choice to ship you that stick without a heads up.

[Zinger 0]

honestly, rousseau here in quebec (same as pro hockey life) sucks balls.

they over charge for EVERYTHING.

[DarkStar50 679]

Call the main office, ask to speak to MR. Rousseau(there is one, I've met him) or Mr. Larose or Mr. Fortin or Mr. Huether or Mr. Hurtubise. Better yet, call the customer service person back and ask them to connect you to those men. There are a lot of guys on MSH who are pretty pissed off that you got this treatment. And I think mainly it goes back to your kid being the one getting screwed. I urge you to make the call with these names as your ammunition. Trust me, these guys are at the top. Go for it. This is really PHL's last chance at redemption.

Wait a minute, I have their email addresses! I'll PM you with them and this way you can link this thread to your email. This way rather than waste your money on the phone call and the run-around you will get when you ask for these men, you can just lay it in their laps directly.

[MorePower4me 0]

^ Great idea.

Might as well harness the power of the community. That's why it exists!

[Drewhunz 3]

i hope they are not taking advantage of you because it was an online order

I've seen many places implement the "ugly duckling" system for order fulfillment to get rid of merchandise that isn't the most visually appealing, but not send out a demo unit. After dealing with Customer Service without a resolution, the EECB (Executive e-mail carpet bomb) is your last and best option. Unlike customer service, they have a vested interest in keeping a good name.

[Rustyhole 1]

I've seen many places implement the "ugly duckling" system for order fulfillment to get rid of merchandise that isn't the most visually appealing, but not send out a demo unit.

I agree, the SportChek/SportMart's around here carry over a lot of sticks from year to year and at most the older sticks have very minor paint chippage or scratches. Not bloody puck marks which it seems the OP's did. Emailing the higher ups is a great idea Darkstar!! IMO, it should still be a new stick, on sale or not. And the $10 credit offer would be laughable if it wasn't so damn sad. This will definately make me rethink going to the two new ones here.

-1 PHL, not good at all

[flyboy34 0]

Had you thought about asking for a Return Authorization? If they have to take the stick back, they'll be lucky to ever sell it. If they sent that to somebody else, they'll just end up with more complaints, which will cost them more money in the end.

I would be furious if I received that stick in that condition. One scuff or scratch I can understand, but that stick has been abused if it was still in a warehouse...

[duch 0]

I totally agree that there is no way they should send you anything in that condition from an online sale. Are the people who packed that stick, totally daffed? This is your stores or companys reputation and ethics you're dealing with! The people who pay your wages expect you to use some kind of discreation when you deal with the public and a little bit of common sense. This person would be out the door if it was my store and the customer would be sent a free stick, when he returned the marked up one, totally postage paid. There is no excuse for this kind of service. I would insist on a replacement or substitute and as previously posted let their head office know by e-mail or writing. Unbelievable that a large retailer like this would try to pull off a thing like that on valued customer. TOTALLY UNACCEPTABLE BEHAVIOUR!

[Brian Harte 1]

Unreal.

I'll make sure to never send a dime there.

[furlanitalia 1]

That's a good point flyboy34, returning the stick would be another option. Although I remember being young and just happy to have shiny new toy, regardless of it's condition, so it might be hard to convince his son to go awhile before waiting for his new stick.

[AIREAYE 248]

That's a good point flyboy34, returning the stick would be another option. Although I remember being young and just happy to have shiny new toy, regardless of it's condition, so it might be hard to convince his son to go awhile before waiting for his new stick.

Ahh, but the discussion that comes with persuading the kid to give it up for a short time is a valuable opportunity to teach him a lesson about purchasing

[furlanitalia 1]

Excellent, excellent point.

[colins 246]

Everyone,

I'm very pleased to report that Pro Hockey Life took care of this issue and did the right thing!

I had a call from Keith Hunt in their Vaughn Mills location. Keith seemed very concerned about the situation and wanted to clear it up - not just for me, but to make Pro Hockey Life's online buying experience as consistent as their in-store service and sales support for everyone.

I don't think they had any new Warrior Mac Daddys left to replace my son's stick but they did offer me a choice of a Dolomite or a Dolomite Spyne. I went for the Dolomite - it's closer to what my son paid for the Mac Daddy and I think I'm a bit of a traditionalist when it comes to preferring a smooth-back blade. I was never in this to get any more than what my son paid for - but I'm really happy that Keith offered what he did without any hesitation.

I've got to say it was really good to hear from Pro Hockey Life management (Keith is their COO!) directly and it's clear to me that they take their customer service very seriously. If they have a gap with their online presence it's probably that they need a better response/contact mechanism than their Customer Feedback form or their info@prohockeylife.com email address, and that's something Keith said he would look to address.

All I know is I won't be able to wipe the smile off my son's face when the replacement stick arrives. I think he'll be a Pro Hockey Life fan for life after that! Thanks to everyone who supported this thread and provided their thoughts on it - it obviously made a huge impact.

Colin Stuckless

Hockey Dad (& Hockey Player too)

[pantherfan 0]

Awesome news :)

[shifter 0]

Glad to hear !

[Hockeyman11385 1]

Very good to hear.

PS- Did they let you keep the MacDaddy?