jesse
Touchdown! Greaser!
I'm kind of disappointed that I even have to write this, but I feel at this point I have little option given the situation.
On June 17th 2013 I placed an order with Sportys for $674.49. This order consisted of the following items:
http://www.sportys.com/WrightBros/p...gn=OrderConfirmation&utm_content=itemlistItem
http://www.sportys.com/WrightBros/p...gn=OrderConfirmation&utm_content=itemlistItem
http://www.sportys.com/WrightBros/p...gn=OrderConfirmation&utm_content=itemlistItem
The two prints of paintings I ordered I *thought* I ordered as a Rosewood frame. When I received the items it turned out that one was rosewood and the other was oak. Looking at the order confirms that one is rosewood and the other is oak so it's quite possible I made a mistake. At the end of the day though, the two frames do not look good next to each other, and I need them to match.
I was a bit worried about spending this much money on prints and frames that I couldn't even see. But why should I be worried? I was ordering from Sportys. After all, the following exists on the very page where you order a print:
I called Sportys to talk to them about what my options were to get this situation corrected. I figured most likely I would send the Oak one back and have the reframe it as Rosewood and figured I might have to pay something for that to happen but they'd probably cut me a deal since mistakes happen and their published policy is so generous.
It turns out that they no longer offer the Rosewood frame. Therefore the only option they will give me is that I can send both pictures back and have them re-framed at a total bill of $302 plus shipping. That's a lot of money considering how I spent $500 to begin with.
Since they weren't willing to work with me on the price of the framing given the unfortunate circumstance that they no longer offer the Rosewood, I decided that my only remaining option was to exercise their return policy and return both pictures.
After all their return policy states:
I was told by their customer service agent that the return policy does not apply to "custom" items. I asked her where on their website it states this and she told me it doesn't. I finally asked to speak with her supervisor and was transfered to the supervisor, Carmen.
The first words out of the supervisors mouth is that it's "common-sense" that they wouldn't do so. I disagree, since, it's common-sense to me that you follow your published policies since they are what we consumers make our purchase decisions on.
She stated that their published policy is that the item must be returned in the same condition that it was received. Since they framed it, and since I'm shipping it back in the same condition, seems as though this would qualify. She says it doesn't.
Finally she said she would transfer me to "voicemail" where I could state my case. She botched the transfer and I got stuck in some queue and was disconnected.
I am very disappointed in the fact that Sporty's does not honor their published return policy
I realize that custom framing takes money. But if you custom-frame in house you need to honor your policies as that's what I make my purchase decisions based on. The primary reason I purchased in the first place was because of that policy.
Paying over $300 to fix what was an expensive purchase in the first place isn't an option for me. I really hope Sporty's decides to make this right and honor their policies and keep their good name.
I would consider them making it right by either:
1.) Offering a reasonably priced option to get both framed as the same frame. I define reasonable as less than $100. (my preferred option)
2.) Taking back the entire purchase as per their published return policy
On June 17th 2013 I placed an order with Sportys for $674.49. This order consisted of the following items:
http://www.sportys.com/WrightBros/p...gn=OrderConfirmation&utm_content=itemlistItem
http://www.sportys.com/WrightBros/p...gn=OrderConfirmation&utm_content=itemlistItem
http://www.sportys.com/WrightBros/p...gn=OrderConfirmation&utm_content=itemlistItem
The two prints of paintings I ordered I *thought* I ordered as a Rosewood frame. When I received the items it turned out that one was rosewood and the other was oak. Looking at the order confirms that one is rosewood and the other is oak so it's quite possible I made a mistake. At the end of the day though, the two frames do not look good next to each other, and I need them to match.
I was a bit worried about spending this much money on prints and frames that I couldn't even see. But why should I be worried? I was ordering from Sportys. After all, the following exists on the very page where you order a print:
One Year Guarantee
Our one-year guarantee has not changed since we introduced our first product in 1962. If for any reason you are not 100% satisfied with your purchase, let us know—we will make it right. If you would like a refund or exchange, please return the product on a timely basis in the same condition in which it was received.
Price Guarantee
Sporty’s guarantees competitive pricing on everything we sell. If you find a competitor offering an identical item at a lower advertised price, just mail or fax us the ad, and Sporty’s will match that price.
Same Day Shipping
We’re proud to offer the fastest service of anyone in the mail order business. If you phone, fax or order over the Internet today before 4:00 P.M. Eastern, weekdays it will be on its way this afternoon. Mail orders ship the same day we receive them. In an effort to ensure your package will be there when you want it, we have created an easy-to-understand delivery map for you. Please use the delivery map to estimate the number of business days to ship to your home or business by standard surface delivery. As a precaution, you may want to allow an extra day for delivery to assure that your package arrives on time. Running short of time? Ask about our One/Two Day Express Shipping Service. Some of our larger products are shipped pre-paid motor freight from Sporty’s and require longer delivery times. Please allow one to two weeks for those products. Engraved and Embroidered items will ship in two days in most instances.
Return Policy
For over 50 years, in addition to same day shipping, Sporty’s has offered same day returns and same day exchanges. Each day, we process all returns and exchanges before new orders go out. We know of no other company who does this!
Sporty’s Shops
ATTN: Returns Dept
Clermont County/Sporty’s Airport
2001 Sporty’s Drive
Batavia, OH 45103
A timely basis would allow enough time for you to try the product once or twice. We feel 30 days allows ample time to do this. After 30 days, we will continue to support the product for a full year, but refunds and exchanges are not accepted.
I called Sportys to talk to them about what my options were to get this situation corrected. I figured most likely I would send the Oak one back and have the reframe it as Rosewood and figured I might have to pay something for that to happen but they'd probably cut me a deal since mistakes happen and their published policy is so generous.
It turns out that they no longer offer the Rosewood frame. Therefore the only option they will give me is that I can send both pictures back and have them re-framed at a total bill of $302 plus shipping. That's a lot of money considering how I spent $500 to begin with.
Since they weren't willing to work with me on the price of the framing given the unfortunate circumstance that they no longer offer the Rosewood, I decided that my only remaining option was to exercise their return policy and return both pictures.
After all their return policy states:
If you would like a refund or exchange, please return the product on a timely basis in the same condition in which it was received.
I was told by their customer service agent that the return policy does not apply to "custom" items. I asked her where on their website it states this and she told me it doesn't. I finally asked to speak with her supervisor and was transfered to the supervisor, Carmen.
The first words out of the supervisors mouth is that it's "common-sense" that they wouldn't do so. I disagree, since, it's common-sense to me that you follow your published policies since they are what we consumers make our purchase decisions on.
She stated that their published policy is that the item must be returned in the same condition that it was received. Since they framed it, and since I'm shipping it back in the same condition, seems as though this would qualify. She says it doesn't.
Finally she said she would transfer me to "voicemail" where I could state my case. She botched the transfer and I got stuck in some queue and was disconnected.
I am very disappointed in the fact that Sporty's does not honor their published return policy
I realize that custom framing takes money. But if you custom-frame in house you need to honor your policies as that's what I make my purchase decisions based on. The primary reason I purchased in the first place was because of that policy.
Paying over $300 to fix what was an expensive purchase in the first place isn't an option for me. I really hope Sporty's decides to make this right and honor their policies and keep their good name.
I would consider them making it right by either:
1.) Offering a reasonably priced option to get both framed as the same frame. I define reasonable as less than $100. (my preferred option)
2.) Taking back the entire purchase as per their published return policy
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