Online retailer sent me the wrong helmet

[bombit 0]

I've ordered a lot of hockey equipment online throughout the past few years, from almost all of the major retailers (hockey giant, hockeymonkey, inline/icewarehouse, hockeyworld, thehockeyshop, etc.) so I was bound to get burned at some point...

I put an order in a few weeks ago with a major retailer for a couple Nike Bauer 5500 helmets (black, medium), I was pretty happy because they were on sale due to the new 7500's taking over and I was happy finding them in black and medium. I was planning on keeping one and the other was for a teammate.

When I got my shipment I noticed that some of the other gear I ordered along with the helmets was a bit scuffed (no big deal, but didnt really enthuse me too much about the company's shipping process) and that the boxes for both helmets were mismatched/taped together and generally in poor condition. To top it off they left a boxcutter in the inside of the box. One of the helmets was a 5500 (black and medium) and the other was a completely different helmet 4500 (black, size large).

Needless to say I'm a little annoyed about the entire thing and the retailer has told me they'd issue a credit after I send them back the helmet. Does that seem fair? Why should I have to be out the expense of shipping a helmet back? Anyone had a similar experience? Ideally I'd like a credit or discount on my order considering the poor state of their shipping process...

[Captain Sane 2]

I don't think you should be responsible for return shipping, I think most retailers include a return shipping label as a matter of fact. If they don't have the 5500 in black, then I feel like maybe they should give you the newer equivalent (7500? 5100? I dunno) at the price you paid for the 5500 or maybe at some discounted price. That's probably wishful thinking, but maybe if you pull the whole "I'm not ever shopping here again" rant they'll be more willing to work something out.

[srv2miker 0]

I've ordered a lot of hockey equipment online throughout the past few years, from almost all of the major retailers (hockey giant, hockeymonkey, inline/icewarehouse, hockeyworld, thehockeyshop, etc.) so I was bound to get burned at some point...

I put an order in a few weeks ago with a major retailer for a couple Nike Bauer 5500 helmets (black, medium), I was pretty happy because they were on sale due to the new 7500's taking over and I was happy finding them in black and medium. I was planning on keeping one and the other was for a teammate.

When I got my shipment I noticed that some of the other gear I ordered along with the helmets was a bit scuffed (no big deal, but didnt really enthuse me too much about the company's shipping process) and that the boxes for both helmets were mismatched/taped together and generally in poor condition. To top it off they left a boxcutter in the inside of the box. One of the helmets was a 5500 (black and medium) and the other was a completely different helmet 4500 (black, size large).

Needless to say I'm a little annoyed about the entire thing and the retailer has told me they'd issue a credit after I send them back the helmet. Does that seem fair? Why should I have to be out the expense of shipping a helmet back? Anyone had a similar experience? Ideally I'd like a credit or discount on my order considering the poor state of their shipping process...

You definitely shouldn't have to pay return shipping for their mistake. When Total Hockey sent me a visor that came scuffed, they offered to take it back with prepaid shipping (so I wouldn't have to pay anything). We ended up settling for a $10-off coupon. It's just good customer service.

[shotty 7]

this is all negotiable. if they ask you to send the helmet back in exchange for a credit, and you're not happy with that, provide a solution that you find more satisfying. most hockey shops (online and direct retail) have strict "store credit only" return policies. however, if you were shipped something you didn't order, i believe it is the retailer's responsibility to either give you what you ordered or cancel that sale. write them back asking if they are going to provide you with an account number to use when returning the helmet, and also let them know that you wish to either have the helmet you ordered, or you would like to be issued a full refund for the that purchase. simple as that.

[shooter27 118]

Tell them that you're returning the 4500 and if you're not given a full refund or the 5500 helmet you ordered you're contesting the charge with your credit card company. Make sure you take pictures of everything that showed up in the original packaging so you have the evidence and that you have the original order and invoice. You ordered something and they sent you the wrong thing, its their obligation to replace it with the correct item or refund your money. Store credit is for when you decide to return an item, not for when they made an error, end of story.

[shoeshine boy 249]

if it's a major retailer then chances are you are calling someone who knows very little about hockey gear. if they won't provide you a return shipping label via email then tell the Customer Service Rep that you want to speak to their supervisor. keep going up the chain until you get what you want. it's pretty much standard procedure to wait until they get their product back before sending crediting the account or exchanging the the item.

[JJStripes 1]

If all else fails then tell everyone which retailer it is and slander the heak out of them on here.

Seriously though, don't settle for anything less than a for them to arrange a package pickup at your house and a complete refund to your credit card. Based on your original post I think they do intend to issue you a credit (not a store credit, but one to your credit card) and shipping is the only question mark.

[Chadd 916]

The retailer should be doing one of two things:

1. Paying for return shipping and shipping of the correct item

2. Paying for return shipping and issuing a complete refund upon arrival

That is the absolute minimum anyone should expect from them.

If all else fails then tell everyone which retailer it is and slander the heak out of them on here.

Don't ever use this site as a threat with a dealer or manufacturer. We support people who have been wronged, but we will not be used as a tool for revenge by anyone.

[JJStripes 1]

Don't ever use this site as a threat with a dealer or manufacturer. We support people who have been wronged, but we will not be used as a tool for revenge by anyone.

Got it.

[bombit 0]

Just as an update:

They sent me an etag, which allows me to return the incorrect helmet to them without paying shipping. I just have to package it, apply the shipping sticker and drop it off at a UPS location. Super inconvenient, but what can you do?

Also, its been over a month and they still have not sent me a replacement helmet (which is now 'out of stock') or refunded me any money. What a joke.

[Brian Harte 1]

I don't think you should have to go to a UPS center. They should have scheduled a pick-up at your location for you, in my opinion.

I assume they won't send you a new helmet until you return the current one.

[flyers10 57]

I've worked in distribution for years and I don't think any store will pay for the expense of scheduling a pickup. Best you'll get is a UPS/FEDEX/etc return label sticker sent to you or a return label emailed to you that you print out and tape to the box.(The preferred method of many companies today). You, the customer, is responsible for putting it in a box/envelope and getting it to a drop-off location. Even Nordstrom's and their world famous service doesn't schedule pickups. You get a return label included with your order but you still have to do some legwork. The is one thing that we all just have to deal with from time to time if we choose to buy online. Sucks when an order gets messed up but it is what it is. Also make sure to read all online sites return policies before ordering to prevent messy issues. Some companies are real sticklers.