Author Topic: One incident, two companies get my dissaproval. (Read 2135 times)

corbanzo · « **on:** October 29, 2007, 09:22:27 PM »

So this all started when I cut my new danners with a chainsaw. I did it, my fault, I admit. But how the companies handled the situation makes me not want to buy anything from them again.

I started by contacting danner directly, asking if there was anything they could do. They guy I talked to said to send pictures so they could see if it was "worth my time" to send them in. I'm pretty sure he meant "worth their time." He contacted me back after he sent the pictures to the repair deparment, saying there was nothing they could do. I emailed him back, asking if there was anyway of getting a discount on a new pair of boots. Afterall, I just spend $279.00 on a new pair. He didn't respond. I would have rather had an email telling me to screw off than to get no response. It's childish to just ignore someone who just made a huge investment in boots, and then through an accident wonders if he can be helped with a new pair.

So then I go back to sportsmans warehouse and ask them if there is anything they can do, can I get an exchange, anything? They get the footwear manager over there, he says no exchange, I ask what about half of? No, can't do it. What abou 20% off? No, there is absolutely nothing I can do. And then he just turns his back on me.

Wait just a damn minute here. Yes you can, you just won't. He could have offered me %10 off, and I probably would have bought a new pair of boots, just because of the consideration he took. I just left the store in disgust because of the way I was written off. They could of made more money off of me. But no. I will be buying all of my hiking and camping gear from REI from now on, like I used to before sportsmans warehouse.

I wasn't asking for anything free, I just wanted a little help, a little understanding. I don't consider a $300 pair of boots to be just another purchase, I want a little thanks and a little help from somebody if I'm spending that much money. But Danner, and Sportsmans warehouse, you are on the black list. And to consider... this year alone... I've spend over $5,000 at sportsmans warehouse on guns, reloading components, clothes, fishing gear, etc. They didn't even care. To that guy, I'm just some other schmo who isn't going to just hand over my credit card.

I remember a TV add I saw a while back... those big signs they have lit up at the warehouse stores, you pay to keep it lit up!

corbanzo · « **Reply #1 on:** October 29, 2007, 09:36:16 PM »

Writing that reminded me of how mad I was... so I went ahead and wrote them a little letter.

Hairtrigger · « **Reply #2 on:** October 30, 2007, 12:58:16 AM »

Writing letters does help. I got the attention of my local Dodge dealer with a nasty-gram. They no longer call me Mr ____ not it is Sir!
Before a Dodge I had a used Ford. From when I bought it with 56,000 miles and drove it another 65,000 that truck cost me less in repairs than a NEW Dodge for the first 50,000 miles. Dodge loves to charge $100 deductible and another $89 diagnostic fee.
Anyway... Hopefully you did not get into your foot. a few years back I watched a Huskavarna factory guy demo their chaps .... well worth the price.

Graybeard · « **Reply #3 on:** October 30, 2007, 03:19:34 AM »

Hate to bust yer bubble but I actually think you were/are being unreasonable. Why do you think either company owned you anything? You damaged the boots in an accident and certainly neither the store nor manufacturer had any responsiblity in the matter. Sure it would have been nice if a discount had been given but to be mad that it wasn't isn't reasonable in my opinion.

Yeah I saw your other post about how you fixed them up yourself but you do realize that a manufacture can't do that sorta thing and return them to you. To expect them to isn't realistic I don't think. I can't see why you'd expect a discount due to your accident. Darn few companies would have done differently I suspect. Two that come to mind who do and will are Leupold and RCBS and once upon a time TC would have but I dunno now that they've been sold out to S&W. I'm not really aware of anyone else who has or routinely does do such.

weasel · « **Reply #4 on:** October 30, 2007, 05:57:58 PM »

The last 2 pairs of waterproof danners I bought leaked from day1. They did replace the 1st pair with another that leaked. The first pair I had were the best boots I've ever had. I heard they sold out to Lacrosse(?) and quality went downhill. Won't be buying anymore Danners.

corbanzo · « **Reply #5 on:** October 30, 2007, 06:18:26 PM »

Here is the thing. I'm sure that they don't owe anything. Not one thing at all. Which means that I don't owe then anything, including my business. I spend most of my money at outdoor stores. Hell, almost all of it. There are certain ones which I frequent because of the things they can offer me. If they can go beyond just selling me something, and actually make me feel like they are there to support me and my hobbies, then that makes me happy, makes my day, and will keep me coming back and spending my money.

So at that particular SW store, I spent about $3,000 this summer and fall. The average markup for most merchandise is about 40%. So they have made about $1,200 off of me in net profit. You would think that I was owed a little bit for being a continual customer.

I went to school for business management, and I know that knowing your customers, and knowing how to make your customers happy are two very important things. Both of these are things which SW does not know how to do. They didn't know, they didn't ask, they didn't look up any purchase history.... I'm just another dollar sign, and that is exactly how I was treated.

Even if they guy said to me, "I'm sorry about your foot, but our policy is that we don't offer discounts on damaged merchandise." I probably wouldn't have taken this any further. Not even that. Just said no and turned his back. Not one cosideration for the customer, all consideration goes to the merchandise.

But hey, I fixed them and they turned out fine. So they didn't get my money when I didn't need to spend any more.

Hairtrigger · « **Reply #6 on:** October 31, 2007, 12:46:50 AM »

I will have a shot at keeping this going.

Just because a store buys at a 40% discount does not make that a profit.
Some items have shipping charges, there is the electric bill, heating or cooling bill, employees to pay, building/ land taxes,..... you get the idea.
Oh yea... don't forget about in store damage to goods and things that disappear.

OK ok you were not treated properly by an employee but what was your reaction when you did not get what you wanted??
If you buy that much at that store I am surpriseded it took very long for you to have a bad experience.

corbanzo · « **Reply #7 on:** October 31, 2007, 07:52:14 AM »

Well the reason it took so long, is because usually I take my time when I shop, make sure I know what I want, and don't return things. That was the first thing that I have taken back to the store, and just that one time, was treated in a way that made me angry. So they are batting a .000 for me, not too good. You have to make the best of the moments of truth for customers, that is just good business.

dougk · « **Reply #8 on:** October 31, 2007, 04:34:33 PM »

Cabelas

Cabelas has always done me right. But I have never abused their very liberal return policy.

Given your situation, I have to say the store did not owe you a thing. What is the difference between cutting a new pair of boots vs. wearing them out? The product was not defective, in my mind the only way to have dealt with this was to talk with the manager, tell him the story of what happened and appeal to his good nature for a discount.

corbanzo · « **Reply #9 on:** October 31, 2007, 06:13:55 PM »

I don't want a discount. Would of appreciated one, but wasn't looking for a freebie in the first place. I was looking for some understanding, and to be treated with respect in my position.

The store manager did call me today. He apologized for the situation, and told me that he had been working on customer service in his store, because they had seen it as a problem. He told me that is was their policy to give no discounts on damaged merchandise, in a respectful way, and I understand that. I didn't ask him for any discounts. I just wanted to talk to him about it, and am glad he called me. He said if I wanted to when I was in the store, I could talk to him in person. I'm sure he is just trying to get me back in the store, but he definitely knew how to talk to a customer in a respectful way, which I hope he can get across to his employees.

Hairtrigger · « **Reply #10 on:** November 01, 2007, 12:36:24 AM »

Quote from: corbanzo on October 31, 2007, 06:13:55 PM

I was looking for some understanding, and to be treated with respect in my position.

You are not really getting this here either

Siskiyou · « **Reply #11 on:** November 01, 2007, 06:37:30 AM »

Clearly this calls for a trip to see the Chaplin. There is no way that Danner or Sportsman’s Warehouse owes you anything. Over the years I have seen a lot of damage done to Danner and other boots on the fireline, and in the logging industry. The boots have been damaged from working in hot embers, cuts with axes and saws and the guy bite the bullet and get them repaired or buy a new pair. The guys realize the damage is from normal on the job wear and tear or failing to follow proper safety procedures. When a chainsaw cuts into a boot safety procedures were not followed.

Over the years I have worn-out a number of pairs of Danner, Whites, and Buffalo smokejumper model boots. I have had them re-built by the manufacture to the point the dreaded letter comes back that they can no longer be rebuilt. The companies have provided good customer service.

I believe your whine is without merit and these businesses reserve the right not to serve some, customers. Clearly after this post they should show you the BOOT!

Buckskin · « **Reply #12 on:** November 01, 2007, 07:59:17 AM »

Wow

. I expect a lot from retailers also, but this one is a little over the top. I would have never thought to bring them back to the store or call Danner, much less expect something. Even pity.

All the darn flat tires that I've had in my lifetime.... Should have called Firestone.

I Robin Hooded a couple arrows a few weeks ago... Wonder if Carbon Express would discount a new dozen.

(Sorry for the sarcasm, just couldn't stop myself)

PartsMan · « **Reply #13 on:** November 01, 2007, 08:38:31 AM »

You are asking too much.

I have had the "pleasure" of turning in warranties to a few different companies.
Mostly farm and lawn equipment but the same rules apply.
This is like someone asking me to give them a new hood for there tractor because they ran into a tree.

If you want this kind of thing covered you are going to have to get full coverage insurance on your boots.

Plus you have to remember that the person you are talking to does not make a dime more from your purchase.
It makes no matter to them. If you are short with them they will likely walk off.

Deadeye351 · « **Reply #14 on:** November 01, 2007, 09:04:07 AM »

The dude most likely turned his back to keep from calling you a Moron! You cut the boot, it is on YOU. Not Danner OR the Store, Maybe you should send yourself a nasty letter.

Hairtrigger · « **Reply #15 on:** November 01, 2007, 09:29:01 AM »

If the boot had been on my foot...
I would probably have called Danner, just to see if ONE boot could be purchased. I would have expected to get laughed at but hoped to get surprised by being told I could buy just one.
I sure as he11 would not have posted it on the Internet trying to bash a QUALITY company

SHOOTALL · « **Reply #16 on:** November 01, 2007, 09:45:44 AM »

I agree with GRAYBEARD !
I had a new truck get wreaked Dodge didn't jump in and cut the cost of a new one , and I didn't ask cause it wasn't their fault !
Its bad enough that half the country thinks the GOVT. owes them a free ride now some think private business does to !
Where was your boot covers and chainsaw chaps ?
I would have written the boot company a thank you letter as their boot may have saved your foot !

corbanzo · « **Reply #17 on:** November 01, 2007, 11:24:36 AM »

When the hell did I say I wanted something free? Would I have taken it? Yeah. Like anyone else, and if you say you wouldn't, you are a liar.

Are you guys telling me you buy everything for the sticker price? You just go and buy a car for what it says without trying to get a deal?

You aren't going to get a deal if you don't ask. I'm glad that some of you are above going in and asking if you knew it was your fault, but I'm not that rich, sorry. If it might save me a buck, why not? No one is going to be harmed by it - unless one party in the interaction disrespects the other.

I asked, they said no, I was fine with the no answer. What I wasn't fine with was how they told me no, and treated me in the situation. I find it just fine that they have that policy, it makes for profitable business, but back it up with that policy! Give me an answer that isn't distain for me as a person!

I know that Danner makes a quality product, I don't know anyone that isn't happy with the product. But why ignore a direct question? If you asked someone something, and they just ignore you, how would you feel? Disrespected? Yes you would. As I feel. Like I said before, I would have rather had someone tell me hell no than just ignore me.

And with the SW situation, I don't want to hear I can't. I don't want anything from you buddy, you are a representative of your company! So put on a professional face, and tell me that no, WE don't do that. Not I. Not I don't want to, or I don't feel like it, or I can't. I don't care what one person can or can't do on the situation. I want everyone to be on the same playing field here.

When I was there, a guy was trying to bring back a bow, and they said they could give him store credit, and not a return, since it was passed the 30 day return policy. And that is the policy, so nothing else could be done. -Good! They sighted policy! Guy changed his mind, since he couldn't get a straight return.

After that, the customer service representative told a couple of other people to make a note, as he might try and come back and get something from them. - Very bad! First of you, you never NEVER talk about other customers in front of customers. If you want to make a note, make a note, but not in the public view. And the second thing is a lack of training, there shouldn't be a need to note it in the first place. All of your store people should know the policy, and back it up. Exceptions to be made by upper-level management with full knowledge of the situation.

I'm sorry if I'm opinionated on how a business should be run.. Sorry for being a manager. But if you treat me with disrespect, you are going to hear about it. And all you guys who are flaming me over this, you are going to roll over when someone treats you like crap? Thanks for the mightier than thou speech everybody.

dougk · « **Reply #18 on:** November 01, 2007, 05:32:06 PM »

Quote from: corbanzo on October 29, 2007, 09:22:27 PM

... I emailed him back, asking if there was anyway of getting a discount on a new pair of boots. Afterall, I just spend $279.00 on a new pair. He didn't respond. I would have rather had an email telling me to screw off than to get no response. It's childish to just ignore someone who just made a huge investment in boots, and then through an accident wonders if he can be helped with a new pair.

So then I go back to sportsmans warehouse and ask them if there is anything they can do, can I get an exchange, anything? They get the footwear manager over there, he says no exchange, I ask what about half of? No, can't do it. What abou 20% off? No, there is absolutely nothing I can do. And then he just turns his back on me.

Wait just a damn minute here. Yes you can, you just won't. He could have offered me %10 off, and I probably would have bought a new pair of boots, just because of the consideration he took.

I am sorry, but based upon your first post it appears you were asking for some discount and it appears you were expecting a discount as well.

Given the tone of your posts, I need to ask were you treating the various employees with respect?

Doug

corbanzo · « **Reply #19 on:** November 01, 2007, 05:45:18 PM »

I said I asked for one. I didn't say I expected one. Did I expect understanding? Yes. Should they expect me to understand their policies? Yes. A discount? No. Like I said before, why not go for a deal, who are you gonna harm? Are they gonna go out of business for giving me a discount? Don't think so.

I never told them I want a discount. What I said in my email was, is there anything you can do? - That's when he told me they were unfixable. That is when I asked if there was a discount available. I didn't say gimme. Asked, requested, not demanded and expected.

And yes. I did treat them all with respect. They only time I used any strong words were when I sent the email to the store owner about the customer service. I know it's not the employees fault, but a lack of training. I don't get angered at employees. Not the type.

SHOOTALL · « **Reply #20 on:** November 02, 2007, 01:13:27 AM »

I'm not a liar !
I don't ask for free product when i screw up ! Why you want to know because I can accept when i screw up ! I don't offer others free gifts when they screw up ! Would not want to award stupidity !
As far as the store policy maybe it their policy to not reply to unwarranted request .