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Two weeks ago, I placed an order for an XL Dacor--Mares Condor Scuba Gear Package from JoeDiverAmerica.com. When it arrived, the bag said XL, but the BC was marked L. I paid for 3-day select shipping because I needed the gear for a weekend dive. It arrived 5 days after the order. I ordered on Sunday (didn't count as a day), and was told by customer service (CS) that the ship day didn't count either and I "should have read the fine print." I was also told by CS that I would have to pay for the shipping if I returned the gear. When I explained again that it was their mistake, CS told me that they would not charge the shipping if I made an exchange. She also further stated that the mistake was actually made by the manufacturer and was not something that could be controlled by JoeDiverAmerica. By that point, I didn't want an exchange, I wanted my money back.
The quality of this product was far below what I expected, and when I told that to the CS rep, she confirmed the poor quality and told me "You get what you pay for." She went on to tell me that the product was very "low end" and that was what I should expect if I was buying "low end" gear. She reiterated that, "You get what you pay for."
I'm now out even more money because I have to rent gear for the dive I'm scheduled for this weekend, and I will have to find another place to purchase my equipment.
The CS rep said she would have to get approval from Joe for them to cover the cost of the shipping. When she came back, she said that I could take the item to the post office and be reimbursed the postage, or they could snail mail me a pre-paid UPS label. I chose the latter, because, frankly, I'm not convinced that I will get my refund no matter what. When I asked to speak with Joe, I was told, "He doesn't take phone calls, and besides all you want to do is yell at him." I never raised my voice to her, and my intention was not to yell at anyone. I wanted to express additional concerns with him and see if there would be a way to resolve the issue at hand. When I said that the customer care was lacking and didn't think I would be doing business with them in the future, the CS rep said that she was "bending over backward" to satisfy me and that she was even willing to send a replacement overnight (first time mentioned in the conversation but still too late to get gear for my dive).
If this is how Joe Diver does business, count me out as a customer. I've spent close to $1,500 over the past month with them, but if that's how insignificant my business is to the company, I will take my business elsewhere!
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