Read to the end because it has a happy ending for us!
My husband ordered a SegScooter by contacting Great Sports, Inc. (name recommendation change: Not So Great Sports, Inc.) by phone after searching for related items on-line. It was to be a surprise for our many year anniversary. What a surprise it was! We received a Beamer PTV instead. All areas of the device showed scraped paint. There was a dented helmet and a noticeably dented basket. The manual was ineffective for putting the device together. The matt to stand on was unattached and as an occupational therapist, very dangerous. But, we didn't have to worry about that as there was no charger to even try it with! Two larger metal bars that were partially wrapped were not shown in the manual and their use was never determined nor did the Great Sports staff have an explanation for them after digital pictures were sent. There was no manual information on charging the battery (if we even had the charger), repair centers or warranty information listed in the U.S. There were missing wheel caps and a charger port cap also. It basically looked like an incomplete, damaged device by a different name that cost us $1,318.95. We work hard for our money and usually spend it wisely... Big mistake. My husband had been told by salesperson, Jay, on the phone prior to ordering, that if not happy with the order we could return it for the $219.00 shipping fee. Not true! They informed us it was non-returnable as stated in the after-order receipt.
Phone calls to Great Sports, Inc. Resulted in a charger being sent (we assume it's in the box, but chose not to open it). The box was too small to have addressed the dented helmet and smashed basket. We were told on the phone that the scrapes didn't affect the function, so we'd have to live with it. We have never, in the 34 years of our marriage, dealt with rude service by phone after our order was received. We even offered to drive the device 3 hours south to Joliet, Illinois and "eat" the 219.00 shipping cost. Now they said it included a 30% restocking fee, but by the end of the conversation, were told we actually couldn't return it at all.
The start of our good news was reading the complaint comments and Complaints Board comments on-line. Someone suggested NEVER paying with a debit card, cash or check... Only pay by credit card when ordering on-line because we could then file a dispute with our credit card company. We filed a credit card dispute and a Better Business Bureau report serving Chicago and northern Illinois. Great Sports responded to the on-line paperwork with both companies. End result was many hours of documentation and phone conversation with our credit card dispute company. The credit card company requested all documentation available at the end. We sent them detailed digital photos of damage, lists of missing parts, receipts with ordering one item and receiving one by a different name, first names of Great Sports staff and communication dates, Better Bus. Bureau report that is now on file, copy of the scooter manual, but most of all, copies of all the online consumer complaints at several sites, including complaint. THANK YOU, THANK YOU.
END RESULT: Our very reliable dispute department with Capital One credited our account in full.
We had tried several times earlier to return the scooter to the store, but it was refused. We felt we needed to ask Great Sports one more time if they wanted their device back (letter sent with postal documentation) and suggested a 30 day timeline to pick it up from our house or we would dispose of it as we felt appropriate. We sent a copy of the letter to our attorney (no charge). Great Sports is sending a company to pick it up. We will re-package it as it was sent to us and gladly remove it from our garage.
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