Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/23/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We placed an order on 12/17/22 with *********************** In addition to the address noted with this complaint, they also list an address at **** ****** **** ****** ***** ** XXXXX and a phone number of
  XXX-XXX-XXXX on their website: *******************************
  
  Order information: #XXXXXX
  ****************** ******* Ice Skates****************** ****** with ******* Blade 1
  ****************************** ******* ************** ******
  
  We spent an additional *** to have the skates sent 2nd Day Air. On 12/19/22, we received an email that the skates were to be shipped on 12/20/22 - 3 days after we placed the order! Apparently, the company had no intention of shipping the product 2nd Day Air, despite the additional money we paid for that service.
  
  My wife responded on 12/20/22 and requested that ********************** refund the extra shipping cost or she would refuse the delivery. Their response? "We emailed you letting you know it was not going to get shipped that same day. If you refuse it you will not get refunded for shipping." So, no acknowledgment that this was their problem that they created due to poor business practices. A business cannot contract to send a product 2nd Day Air, accept money for that service, and then send the product whenever they feel like it. That is fraud.
  
  We are requesting that ********************** refund us the *** that we paid in good faith, since they were at fault for not sending the product 2nd Day Air.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/12/23) */
  Hello,
  
  Customer placed their order on Saturday, December 17th. As stated on our website shipping policies Saturday and Sunday is not considered a business day. ************************************************** We also emailed the customer on Mon, 19 Dec at 9:44 AM that their order will be processed on 12-20-22. There was no response from the customer on 12/19. After the package was shipped on 12/20, customer emailed us and said they want a refund for the shipping and will refuse package otherwise. We responded saying that they can go ahead and refuse it, however shipping charges will not be refunded since we did notify them of the package being shipped out on 12/19. We can provided copied of all emails. Package was attempted to be delivered on 12/22 ***** tracking # XXXXXXXXXXXX - which was within 2 day promised time frame. Customer refused the package. We will be refunding the order when it will get returned back to us minus shipping fee. Please see our emails and screenshots of our policy and conversation. Thank you.
  
  
  Consumer Response /* (3000, 7, 2022/12/23) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  1. FigureSkatingStore's alleged shipping policies are immaterial in this case. It is not the customer's responsibility to peruse the vendor's business policies prior to making a purchase. Under consumer law, however, it is the consumer's right to be able to make an informed choice about a purchase or service. If FigureSkatingStore's alleged shipping policies were such that they did not offer 2nd Day Air services on Saturday or Sunday, either they should not have offered the service on a Saturday or a Sunday, or that constraint should have been clearly stated within the shopping cart software at the time of purchase. Again, if the service was offered and if payment was accepted for said service without constraint, then it is reasonable to conclude that the vendor was offering the service as stipulated - 2nd Day Air.
  
  2. It's the holidays. Response or not from the customer on 12/19/22 is not salient to this case, nor does it remove the vendor's responsibility to provide the contracted service, in a timely manner, as stated on their website.
  
  3. The order was refused because the vendor refused the reasonable request to refund the difference paid for the 2nd Day Air service, since it was not forthcoming. Vendor rudely refused. We, too, can provide all emails.
  
  4. The order was placed on 12/17/22. Simple addition suggests that two days from 12/17/22 is 12/19/22. Even if the order was processed on 12/18/22, the delivery would have been on 12/20/22. A delivery time of 12/22/22 is five days and therefore not within the "2-day promised time frame." Vendor's business dysfunction apparently includes poor math skills.
  
  
  Business Response /* (4000, 9, 2022/12/29) */
  As previously mentioned, please be advised that Saturday and Sunday are not business days. It is specified in multiple places on figureskatingstore.com including main page (screenshots included). Customer falsely claims that they contacted us with no response. They had emailed us and we responded to their emails (I am also including email chain below). It is also specified in our shipping policies that after "PLEASE ORDER IN ADVANCE, WE DO NOT GUARANTEE DELIVERY TIMES. AS SOON AS THE ORDER SHIPS YOU WILL RECEIVE TRACKING INFORMATION WITHIN 24 HOURS OF SHIPMENT. USE THE TRACKING NUMBER TO ESTIMATE YOUR DELIVERY TIME." We will be providing a refund for the item, however shipping fees are not going to be reimbursed. Please let us know if you need any further information.
  
  
  Consumer Response /* (4200, 11, 2023/01/13) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  1. Saturday and Sunday are business days on several online businesses involved in selling skates. In addition, we have local athletic and ski shops that are open on both Saturday and Sunday.
  
  2. Consumers frequently access products online directly from links or search engines. They do not browse the website. What is posted on the website is immaterial in this case. What happens inside the shopping cart is primary. If the vendor has constraints on services such as 2nd day air, that is where the information should be provided. This vendor did not provide that information within the shopping cart. That is why they are engaged in aggressive hand waiving instead of admitting the deficit on their part.
  
  3. What the vendor guarantees or doesn't guarantee concerning regular deliver practices is immaterial when a special service such as 2nd Day Air is purchased. The additional, PAID service supersedes regular delivery practices.
  
  4. We are gratified that this exchange illustrates the true quality of the customer service at figureskatingstore.com, as disclosed on other consumer review sites. We undertook this exchange as a public service to other potential customers, who can now make an informed decision about what they can expect when dealing with this vendor. Buyer Beware.