My Bad Experience of EastWestHockey

[stuie7 6]

I recently (cough..) ordered some Step Velocity steel from EastWestHockey at the cost of $145 for the steel, profiling and international shipping. EWH was recommended to me by a Step representative. The steel was paid for 02-Feb-10, I asked a number of times if the steel had been shipped and that I wanted a tracking number. No such luck, shipping was never confirmed and tracking number was never provided, I was however told on the 28-Feb-10 (over 3 weeks after payment) that it would arrive shortly. I was told on 26-Mar-10 (over 7 weeks after payment) that there had been a mistake and that the steel had been sent to the Step factory in Canada. The steel finally arrived from Step on 23-Apr-10, approximately 11 weeks after payment (To give him some credit, I live in the UK and shipping takes 6-10 days...), it was however not profiled as requested. A discount was promised by Jason, but it has yet to materialise. I have since given up on getting any sort of discount.

I'm not going to copy and paste the emails because I think thats an invasion of privacy (I think..?), but here is is a summary of all the contact between Me, the representative of Step, the Step employee and Jason;

28-Jan-10: Me to Rep - Questions about Step steel & profiling.

28-Jan-10: Rep to Me - Answers questions fully.

28-Jan-10: Me to Rep - Asks for details of a dealer who will profile & ship internationally.

28-Jan-10: Rep to Me - Passes me onto Jason/EWH, copies Jason into email.

01-Feb-10: Me to Jason - Questions about profiling, international shipping & price.

01-Feb-10: Jason to Me - Answers questions fully, provides price quote & asks if PayPal is OK.

02-Feb-10: Me to Jason - Agree on price, confirm PayPal is fine & request an invoice for the steel $90, profile $35 & shipping $20.

03-Feb-10: Jason to Me - Confirms PayPal invoice sent (& paid same day).

12-Feb-10: Me to Jason - Asks if the steel has been shipped.

18-Feb-10: Me to Jason - Asks if the steel has been shipped.

18-Feb-10: Jason to Me - "I will contact San Jose shop to see if the steel has been shipped"

26-Feb-10: Me to Jason - Asks if the steel has been shipped.

28-Feb-10: Jason to Me - Says I will receive them tomorrow.

28-Feb-10: Me to Jason - Thanks Jason for reply.

02-Mar-10: Jason to Me - Asks if steel has arrived.

04-Mar-10: Me to Jason - Says no, requests tracking number.

09-Mar-10: Me to Jason - Requests tracking number.

26-Mar-10: Me to Jason - Complains about waiting 7 weeks & requests refund.

26-Mar-10: Jason to Me - Apologises & claims steel has been sent to Step factory in Canada.

31-Mar-10: Me to Jason - Accepts apology, asks when they will arrive.

07-Apr-10: Me to Jason - Complains about 8 week delay & no reply to previous email, asks for discount.

07-Apr-10: Me to Rep - Informs Rep of situation.

07-Apr-10: Rep to Me - Assures me situation will be resolved.

07-Apr-10: Jason to Me - Claims there has been a problem at the Step factory with my address, asks me to contact Step. Agrees on a discount.

07-Apr-10: Me to Step - Gives Step same address I'd given Jason 2 months ago, problem solved.

07-Apr-10: Jason to Me - Asks if problem has been resolved.

07-Apr-10: Me to Jason - Informs Jason that "problem" with the address was resolved.

27-Apr-10: Me to Jason - Informs Jason that runners were received a few days ago, thanks Jason & asks about discount.

20-May-10: Me to Jason - Asks about discount.

I've read on here that Jason & EastWestHockey didn't have the greatest reputation, but having bought a pair of gloves from his website in the past I was happy to deal with him once more. I will not be making that mistake again. Regardless if you believe or not that the steel was sent back to the factory, it still shouldn't take almost 3 months from the point of sale to receiving the item, even when you factor in international shipping and the profiling work. I hope I haven't missed anything out, its about 800 words and the longest thing I've ever posted on a forum! :P

Before posting about this subject I did PM JR to make sure it would be OK.

[kovalchuk71 212]

Talk to the BBB

[shotty 7]

posting here and other message boards will do more than submitting a complaint to the bbb. no one usually checks with bbb until its too late.

in the end, his order was completed. a company isn't required to discount due to slow or bad service, its a courtesy. if they choose not to extend a courtesy such as a full refund or discount, they run the risk of something like this happening.

[stallion08 0]

posting here and other message boards will do more than submitting a complaint to the bbb. no one usually checks with bbb until its too late.

in the end, his order was completed. a company isn't required to discount due to slow or bad service, its a courtesy. if they choose not to extend a courtesy such as a full refund or discount, they run the risk of something like this happening.

I agree, however if he has paid for a service (profiling) and has not received it, then shouldn't he be entitled to some compensation? Its a shame, but at least your steel has reached you.

[Drewhunz 3]

Sounds about right. They aren't doing so hot from what I gather.

[Krev 86]

Yeah, expanding into that second store in this economy might not have been the smartest move. Certainly didn't help our stores up here.

[JR Boucicaut 3810]

Hope your situation gets resolved.

[camhockey16 5]

their website barely has anything listed on it compared to last year and their blog has only been updated once since january.. they must be busy.. or somethin

[Aggie 9]

I haven't been there in a while, but I'm pretty sure they moved to another location.

[goaliemanshark 6]

They moved from a retail location in San Carlos to inside a small room upstairs in Ice Oasis in Redwood City. So in his defense they have been moving. But that is not excuse, while Jason is a very nice guy, he isn't great with email. That situation is ridiculous! Is there any way we can help?

[stuie7 6]

They moved from a retail location in San Carlos to inside a small room upstairs in Ice Oasis in Redwood City. So in his defense they have been moving. But that is not excuse, while Jason is a very nice guy, he isn't great with email. That situation is ridiculous! Is there any way we can help?

Yes he did mention they were moving stores, thats fair enough but it doesnt explain why he sent my runners to Canada instead of the UK. I will never be able to prove it, but I suspect they never had the runners in the 1st place and thats why they ended up getting sent to me directly from Step, but thats just pure speculation :)

Yeah mistakes do happen and thats just the way it is (as shotty can testify - we've done business in the past that wasn't smooth but it was resolved), but it doesnt take alot to answer emails promptly (if at all) and make good on your promises to customers. Whether or not the excuses were true is a different matter.. I wouldn't like to say!

[johnpace2 0]

Call your credit card company and dispute the charge. Tell Jason to cancel the order and get it from another dealer. There are plenty that offer great service.

[bostonjuniorblackhawks 1]

Call your credit card company and dispute the charge. Tell Jason to cancel the order and get it from another dealer. There are plenty that offer great service.

+1 never had a problem with my credit card company and getting a refund

[skyscrape 5]

Yes he did mention they were moving stores, thats fair enough but it doesnt explain why he sent my runners to Canada instead of the UK. I will never be able to prove it, but I suspect they never had the runners in the 1st place and thats why they ended up getting sent to me directly from Step, but thats just pure speculation :)

Yeah mistakes do happen and thats just the way it is (as shotty can testify - we've done business in the past that wasn't smooth but it was resolved), but it doesnt take alot to answer emails promptly (if at all) and make good on your promises to customers. Whether or not the excuses were true is a different matter.. I wouldn't like to say!

The original store has not moved. ANd from what they told me when I went there for a sharpening is that the San Jose location is the only one that does profiling.