Extremely upset with Zumiez...WWYD?

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Posted 12/16/2013 by NNNsmom in NSBR Board
 

NNNsmom
StuckOnPeas

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Posted: 12/16/2013 11:10:39 AM
I did the majority of my shopping online this year and was happy when I was able to find all of one of my twins wish list items at Zumiez. He wanted a new skate deck, parts for the new deck, parts for his older skateboards and new shoes.

Just came in - and guess what they did. They built a skateboard out of what I ordered. So now all the individual gifts I had to wrap for DS (six things) are now one skateboard. He will be done opening gifts in three minutes now and won't get to do the thing he enjoys almost as much as skating -- putting the boards together. He always does a cutaway on his grip tape and they even put it on!!!

I called customer service and the girl said that was what they do if you order all the parts to a skateboard. I told her I never saw that stated anywhere on their website!!! It was not a question during ordering or anything. She didn't have a response for that. She just said that I could take it to my local Zumiez and they could exchange it if they had all the parts in stock. Yea, thanks - I don't have time - that's why I ordered online in the first place!!!

URGHHHH - now what do I do? DS is going to be very dissapointed! I am furious!

ETA - I spent $219.38 on this order and their customer service rep. didn't even want to take my name or order number when I was explaining my problem!


Michelle


awkward
BucketHead

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Posted: 12/16/2013 11:14:54 AM
Can you return it?
Is there time to place 6-7 separate orders to replace the parts?

This would make me mad too!

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Posted: 12/16/2013 11:15:38 AM
That's too bad.

Fill in with a few small token gifts, let him open the skateboard, and then explain that he can either choose to keep it as is or wait and take it to the local store to exchange.

Sometimes gifts aren't exactly what a person wants or sometimes they are even non-functioning despite our best efforts. This is one of those times. At the very least, he'll have the choice of one that is ready to go or the delayed gratification of doing it himself.


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Posted: 12/16/2013 11:16:02 AM
I think they probably can't win. If they send all the parts separately, I think a lot of people will be pissed they have to put the skateboard together. If they put it together for you, some people will be pissed they didn't get to put the skateboard together. I would bet anything more people want it assembled when they arrive.

I would call them back, speak to a supervisor, and ask them to do an exchange on a rush basis. It's Monday and you have more than a week to get the replacement pieces. Ask them to set up a call tag for the return and ship the items immediately when the pickup is complete. It would be good customer service if they did it that way.

Or I would wrap the skateboard, have a nice Christmas, expect a little graciousness on his part, and then maybe later let him go get a few parts for the older skateboards since that was part of the original intent.

NNNsmom
StuckOnPeas

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Posted: 12/16/2013 11:29:17 AM
ETA - I spent $219.38 on this order and their customer service rep. didn't even want to take my name or order number when I was explaining my problem!


I think this is pissing me off as much as them not having a simple check box on their ordering ifo for whether or not you want the board put together. She didn't want to help me AT ALL - just said there wasn't time to return it and get it back before Christmas so I could go to a local store. The local store isn't very local to me.

I'm think I'm going to go make a complaint on their FB page if they have one. I was nice when I called customer service and she didn't even want to take my info or listen AT ALL!


Michelle


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Posted: 12/16/2013 11:32:59 AM
be careful if you complain on their facebook page your son might see that in his feed.


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Posted: 12/16/2013 11:35:53 AM

now what do I do? DS is going to be very dissapointed! I am furious!
Honestly, if it's that important (and it sound like it is), I'd take it back and exchange it for the parts. Perhaps if you're really nice about it, they might consider a special discount for you on your next purchase or possibly give you a gift card on the spot.

You never know.



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Posted: 12/16/2013 11:36:34 AM
I would call back and ask to speak to a supervisor. Have them re-ship everything correctly. Send back the assembled board, but don't wait for them to receive that before they ship the correct order. Do the two things simultaneously, not consecutively.


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NNNsmom
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Posted: 12/16/2013 11:40:19 AM
He's 11 - he doesn't have a Facebook!


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Posted: 12/16/2013 11:47:36 AM
What a stupid policy! What if the items were for separate people. I would call again... and again... You probably got some young clueless HS student on the phone...?

This is an obnoxious policy. Like if 2 Peas made the scrapbook album for me because I ordered the complete line of Simple Stories!

I am sorry this happened to you, I hope something gets remedied for you before Christmas.

gale w
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Posted: 12/16/2013 11:53:04 AM

I would call them back, speak to a supervisor, and ask them to do an exchange on a rush basis. It's Monday and you have more than a week to get the replacement pieces. Ask them to set up a call tag for the return and ship the items immediately when the pickup is complete. It would be good customer service if they did it that way.
I would try this. Why would they assume all of the parts a person orders are for the same skateboard? Seems like there should be an option for this when you place the order.


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Posted: 12/16/2013 12:01:42 PM
who cares how long it takes him to open the gifts?

I think complaining on facebook about it is very silly.

this was a misunderstanding-no more, no less-return it and get a new one or just let it go or take the thing apart yourself (not that hard) and wrap the individual parts

the things people get up in arms about never fails to surprise me


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Posted: 12/16/2013 12:07:09 PM
Why can't you just take everything apart? You'd only need a screwdriver. Or see if one of the employees at your local Zumiez or other local skate shop will take it apart. The grip tape would be the only thing that would have to remain on the board.

I think Zumiez is stick between a rock and a hard place, what if they sent it in pieces to someone who didn't want to put it all together themselves?

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Posted: 12/16/2013 12:18:56 PM
What if the gifts were for multiple recipients or different boards? To not have a simple "deliver assembled" tick box on their website seems stupid.


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Posted: 12/16/2013 12:33:02 PM
You have 9 days until Christmas. Call and speak to a supervisor. Calmly explain what you said here, ask them to redeliver the components separately and request a return shipping label to send the board they originally sent back to the company. There is plenty of time and in the grand scheme it is not a big deal. If you order from them again you know to put in the special instructions, "please do not assemble."

this really doesn't seem worthy of outrage.

cbet
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Posted: 12/16/2013 12:39:24 PM

Why can't you just take everything apart? You'd only need a screwdriver. Or see if one of the employees at your local Zumiez or other local skate shop will take it apart. The grip tape would be the only thing that would have to remain on the board.

I think Zumiez is stick between a rock and a hard place, what if they sent it in pieces to someone who didn't want to put it all together themselves?


Whatever you do, DO NOT take it apart yourself. More than likely, if you do that, it will void any warranty and make the parts impossible to return.

And I cannot believe that they wouldn't have a box to check to request the board be assembled, and assume that you want it unassembled. Here's the thing - you order the parts and forget to check the box? Easy to return the parts and reorder the assembled board, and the unused parts can be resold. You get a board assembled when you wanted separate parts? You return the board, but now those parts can't be resold - they have to try to sell the board as assembled, and with custom skateboard parts, that might not be so easy.


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tara6212
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Posted: 12/16/2013 12:43:44 PM
The way their service is handling this, or, rather NOT handling this must be extremely frustrating. I agree that there is plenty of time for them to remedy this. Call them back. Insist that it be made right. Keep asking for supervisors. I agree with those who have said that there is no way they could know how you intended those parts to be used. What if they were for different people??? That is a problem with their online ordering set up.

awkward
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Posted: 12/16/2013 12:45:11 PM
$200 is the big gift in our house, and eleven years old would still be young enough to want the excitement of opening lots of packages.

Plus I have a skater son loves to build his boards. The real gift would be his pride in doing it and being able to tell his friends he built it.

I completely understand, it's the type of gift I've given. If you don't understand maybe you don't have young children, or have forgotten wanting to find something special just for them? There's no indication NNN isn't helping her kids cope with disappointment in life.

Good gravy, a Pea was offended neighbor kids weren't going to open gifts because they were getting a cruise! Why is it so hard to see things from another perspective and let them vent here? And maybe get helpful advice to solve a problem.


ETA

Whatever you do, DO NOT take it apart yourself. More than likely, if you do that, it will void any warranty and make the parts impossible to return.

And I cannot believe that they wouldn't have a box to check to request the board be assembled


This! My kid orders parts for multiple boards, seems like bad business for them to assume it all adds up to one board. Some guy in the warehouse probably looked at the list and thought he was doing you a favor and it backfired.

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Posted: 12/16/2013 12:49:35 PM

Why is it so hard to see things from another perspective and let them vent here? And maybe get helpful advice to solve a problem.


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awkward
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Posted: 12/16/2013 12:50:34 PM
Thanks Michele.

NNNsmom
StuckOnPeas

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Posted: 12/16/2013 1:09:46 PM

$200 is the big gift in our house, and eleven years old would still be young enough to want the excitement of opening lots of packages.

Plus I have a skater son loves to build his boards. The real gift would be his pride in doing it and being able to tell his friends he built it.


Exactly -- thank you!

I emailed their customer service department.

From their website:

Our awesome Customer Care team will get back to you as soon as possible, generally within 2-4 hours when we are open and usually by noon if you send it after hours. We look forward to assisting you!

We will see!





Michelle


Happy Wife
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Posted: 12/16/2013 1:19:49 PM
That is stupid! What if you were buying parts for friends... It's nice they offer that service but it should be at buyers request...

Fairlyoddparent
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Posted: 12/16/2013 1:24:49 PM

who cares how long it takes him to open the gifts?


I do!!! It is more fun to open multiple gifts plus I try to make sure that my kids have a similar number of gifts to open so this would throw that off too.

I completely understand why this is frustrating to the op.



peapermint
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Posted: 12/16/2013 1:31:53 PM
I can totally see why you're frustrated. I would have assumed the same -- order parts, get parts. If I wanted them to "build a board," there should be an option for that.

The main thing that stands out to me is he wouldn't get the enjoyment of assembling it himself.

ETA: And I'm 42 and I still like opening gifts. Whoever has the least gifts has to sit there and watch

ilovebuble
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Posted: 12/16/2013 1:53:15 PM
Did you select the "Build You Own Skateboard Complete" deal?

Because on the online ordering, right at the top before you even select what parts you'd like it says that it comes "pre-assembled." Or did you order each part individually without the deal?

NNNsmom
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Posted: 12/16/2013 2:00:52 PM
Nope - I went to Skateboard parts and found the individual parts he had on his wish list and added them to my cart.


Michelle


gritzi
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Posted: 12/16/2013 2:07:49 PM
I understand why you're displeased. The lack of customer service would piss me off more.

I doubt email is going to help you unless you're directly emailing the corporate office, owner, etc. It could easily be opened by the helpless customer service agent you spoke with earlier.

Call! Call and ask to speak with the owner, manager, supervisor. That person is the one who should make arrangements for your to receive your order in time for Christmas.


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Posted: 12/16/2013 2:50:41 PM
I understand that you are disappointed, however if its the right deck with the right parts I wouldn't take it apart or try to return - you did get what you ordered and they are experts at assembling. I know you wanted to have multiple gits for him and he enjoys assembling it .... I have 3 older teens, so I get it. They really should have a box that asks if you want it assembled - I know Active and other skate shops do have this option when you order. I wouldn't do anything further - especially this close to Christmas in case anything is out of stock or doesn't arrive- that would be more disappointing.

Can I make a suggestion?
Several years ago when my mom had custom made boards for the boys and it was their big gifts - she did a scavenger hunt. They unwrapped the 1st clue in a box under the tree and then would unwrap several clues along the way until they finally led to the wrapped skateboards. It was a blast and extend the excitement with finding and unwrapping the clues. Just an idea.


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Posted: 12/16/2013 3:03:39 PM
I would call and expect them to reship the order as you wanted it.


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not2peased
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Posted: 12/16/2013 3:42:20 PM

$200 is the big gift in our house, and eleven years old would still be young enough to want the excitement of opening lots of packages.

Plus I have a skater son loves to build his boards. The real gift would be his pride in doing it and being able to tell his friends he built it.

I completely understand, it's the type of gift I've given. If you don't understand maybe you don't have young children, or have forgotten wanting to find something special just for them? There's no indication NNN isn't helping her kids cope with disappointment in life.

Good gravy, a Pea was offended neighbor kids weren't going to open gifts because they were getting a cruise! Why is it so hard to see things from another perspective and let them vent here? And maybe get helpful advice to solve a problem.


$200 is a big gift in my house too but being concerned about how many gifts the kid opens? I don't know why that is a concern for any kid over the age of 10- I do have two boys (one of whom is an avid longboarder)so I DO get it but being "extremely upset" over a perfectly understandable, garden-variety mistake seems over the top to me.



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Posted: 12/16/2013 3:53:39 PM
It may not even be an option for him to use the board (to his liking) as they built it.

She ordered parts for two DIFFERENT boards; the new deck & an old one he already has. What if the parts for the older deck are on the new board? Not to mention, the grip tape is already applied to the new deck, and not in the fashion he likes it.

I understand why you're frustrated. I darn sure would be too. I hope you're able to get what you wanted HOW you wanted it...and in time for Christmas.


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Posted: 12/16/2013 3:58:27 PM
I'd call again and again...what if these were for different people?? Yeah I'd be mad...



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Posted: 12/16/2013 5:52:17 PM
There's no way we could have put it together properly; me or DH. But I can see where you would be frustrtated, but I'd be thrilled if it came in one piece!

Maybe you could buy several small, inexpensive "skater" teasers and let your son open them up one at a time, leading up to the big reveal?



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Posted: 12/16/2013 6:38:02 PM
I totally get why you're upset. No one wants Christmas morning done and over with one box.

I really like the idea of speaking with a supervisor and having them ship them to you immediately.

Good luck! Keep us posted!



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Posted: 12/16/2013 7:17:47 PM
You ordered the gifts a certain way because that's the way you wanted them. Calling customer service got you zero satisfaction. I would either make time to get to a store location tomorrow or if you don't hear from someone by email, call again and ask them to resend just the parts.

I understand that you wanted your son to open more than just the skateboard. Half the fun for kids is all the unwrapping, in my opinion.


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Posted: 12/16/2013 8:17:41 PM
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Posted: 12/16/2013 8:33:04 PM
The parts for TWO DIFFERENT BOARDS were ASSEMBLED AS ONE! Now the poor kid still doesn't have what he wanted. He has one sad board he never wanted and still can't finish the board he had been working on.

Grip tape can't be removed without destroying the deck. So the deck AND the tape are not in new condition and what her son wanted.

It's not as easy as just dissassembling the board. The warranties could be voided, and there might be an issue with a part. Since it's already been assembled, the son can't check for flaws. If he took the board apart and then had a part break, the company might just say he's crap out of luck since he took it apart.

I think the pea that used the example of buying pieces of a scrapbook line and having the company put the album together is the closest to explaining the OP's issue. You couldn't remove all the pieces of a finished album to get the original pieces since some would be cut and all would be glued. The thrill of scrapbooking is picking which papers to use on each page, cutting them as desired, etc. Nome of us would be happy with what someone else did.

I think you're best bet would be going to the store. Your son will remember this Christmas as the one where his mom went the extra mile to get him what he really wanted. Perhaps dealing with someone who "gets" the issue and your frustration would help rectify the situation.



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Posted: 12/17/2013 9:04:49 AM
And if the parts were gifts for multiple people, how would that make sense to assemble the board? I agree that there should be an option to assemble or not.

I totally understand the grip tape thing. My high school boyfriend (this was many years ago, can't believe I'm remembering this!) used to have a special way he applied his grip tape with a cut out. It was his thing, and if his board didn't have it, he felt like he didn't skate as well. A sports superstition!

anxiousmom
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Posted: 12/17/2013 9:16:40 AM
Mom of skater boy checking in.

If my kid gave me a list of what he wanted, that to me would indicate it wasn't for just one new board. I would have assumed that the list meant that the parts were to be spread out over more than one board, or to repair something or another.

For me, it being one big gift wouldn't really matter, but if the parts were meant to be PARTS, it ISN'T one big gift, it is several smaller gifts to be used in a way that the kid wanted. That would be the frustrating part.

I am not sure what I would do. I guess if all the parts were there, I would probably call the corporate offices and pass on my displeasure and then take the board to one of the boy' friends and have them take it apart gently then wrap as originally planned.

NNNsmom
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Posted: 12/17/2013 11:53:50 AM
Here's my "Not-So-Much-of-an-Update" Update:

I talked to my MIL. She asks all the grandkids what they want every year because she doesn't want to get them stuff they don't want. DS asked her for a skate deck and grip tape. I'm sure some of the stuff I ordered was to go with that, too.

Anyway...I haven't received a response from Zumiez's "awesome customer care team" yet so I called the local store to see if they had any of it in stock. They were very nice, but don't have the skate deck, so that won't work.

I feel like calling their customer care line back and demanding that they overnight the correct order, the way I ordered it, to me overnight right now. But you know what, even though I'm still pissed, I don't have the time or energy! I've got work at the office, house to clean, teachers gifts to finish up, 8 igloo water coolers to personalize and family coming in to town this weekend! Oh, and I haven't even started wrapping gifts!!

I'm choosing to let this go! DS will be able to do his grip tape on the other deck that my MIL is getting. I'm going to grab a few paint markers for his stocking when I get groceries later this week and he can decorate the grip tape with that as well. The guy at my local store said we could still bring it in there to exchange if DS wasn't happy with it. He was very polite and offered to help any way he could.
I'm going to wrap a couple of his stocking stuffers in bigger boxes and put them under the tree so he'll have more to open.

Thanks for "getting" my frustration with this! Merry Christmas peas!!



Michelle


gale w
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Posted: 12/17/2013 1:26:21 PM

I'm going to wrap a couple of his stocking stuffers in bigger boxes and put them under the tree so he'll have more to open.
that's what I'm going to end up doing for one of our kids. She got one big gift but I know she'd like to open more than one.


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Posted: 12/17/2013 2:24:10 PM
ITA that they need to make this right.

It is their failing for not having a spot when you order online for specifying that you don't want the parts put together. Your son isn't the only kid who likes to put them together!

What if you went to a model train site and ordered parts for a bunch of trains and they put them together? It does not make sense, at all, for a hobby site!


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cbet
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Posted: 12/17/2013 3:36:35 PM
When (if?) their customer service department finally gets back to you, see if it would be possible for them to overnight the correct order to you, but don't immediately demand it from the person on the phone. Based on my experiences with Christmas customer service, you're more likely to get the results you want if you can manage to be pleasant to the customer service rep you get on the phone. Not doormat pleasant, but more "I know you aren't the one that messed this up, but it IS messed up, and I'd really appreciate you doing whatever you can to fix it". Explain that the parts weren't all for the same board, etc., like you did here.

When I worked in a call center, I would sometimes give customers free shipping upgrades just because they were the first caller not to yell at me on that shift You'd be amazed at the number of people who thought that yelling, screaming and threatening would get them better service. It was actually pretty much the opposite.


Cheryl with a C

Christine58
pea'rific teacher Union President

PeaNut 164,125
August 2004
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Loc: Western NY

Posted: 12/17/2013 3:37:13 PM
I say call them...find 5 mins to call and demand they over night it....OR get a friend to come over to your house and do it. They need to make this right....



Some people only dream of angels, I have held one in my arms.





anxiousmom
StuckOnPeas

PeaNut 595,029
September 2013
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Posted: 12/18/2013 9:28:12 AM
I asked my skater son last night what he would do if this happened to an order from me. He said that he would "hope that I would call xxx (his cousin) to take it apart" or at the very least "google how to take it apart."

I told him that I would be irritated because it wasn't what I had intended, and he said "mom, it's Christmas, it doesn't have to be perfect, just so long as I got what I needed I'm good."

Now, the kid is 15, so take it with a grain of salt.

Oh, and thanks to this conversation? He remembered he meant to add bearings, and some kind of lube to his Christmas list.
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