I ordered a pair of Brooks Women's Infiniti II Tights in BLACK. When I received my shipment, they sent the wrong pair of tights (they sent the purple ones.) I called customer service and they said that they would send me the correct pair and I could send the wrong ones back.
After 2 weeks, I never even received a tracking number for the reshipment so I called customer service a 2nd time. They told me that the order hasn't even been fulfilled in the warehouse yet and it could take 5 days to fulfill the order and another 5-7 days to ship. Now I am looking to get these tights that I ordered on 11/27 AFTER Christmas! They told me that they would rush fulfillment and overnight the tights.
When I never received any type of tracking again, I called customer service a 3rd time on December 24th. They told me that the girl that claimed to get overnight delivery fulfilled didn't have permission to do that. This time I spoke with a "supervisor." She told me that she would indeed get the new tights shipped overnight, but due to the holiday I wouldn't receive them until Dec 26. Keep in mind that I needed these for Christmas. I asked her for her direct extension so that if I had a problem I could call her directly. She gave me the WRONG EXTENSION! I have called it countless times to only hear a busy signal, yet when I dropped the 5th number from the extension someone answered.
On December 26th I did indeed get a package with the same tights that they sent me the first time. The wrong ones. I called customer service a 4th time and the guy that I spoke to told me that they must be the tights that were ordered to ship from my 2nd call to customer service. He told me that the "supervisor" that claimed she could get the order rush fulfillment and overnight shipping did not have permission to say such a thing and that it would take days to fulfill and to "be patient." He told me to give it an extra 4-5 business days and I will get the correct pants shipped.
I never got a new shipment so I had to call customer service a 5th time!!! The girl that I spoke to was NO HELP AT ALL. She told me that the pants that I ordered are probably not even in stock and that is why they kept sending me the wrong ones. She assured me that a supervisor would call me that week. That was a week ago and still have not received a call from a supervisor and still have not received the correct pants.
This has by far been the WORST online shopping experience of my life. Customer service, especially the so-called supervisors, were UNPROFESSIONAL and had no desire to make their mistake right. If this is how you conduct business, you can rest assure that I will NEVER shop at your store again. I spend hundreds of dollars a month at Dick's, but I will take my business to Nike.com and other such competitors.
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