You may remember a few weeks ago I had a bit of a problem ordering a helmet from SmartPak… Well, that got figured out but it turned out that I didn’t like the helmet all that much once I could put it on so I sent it back for a return.
Imagine my surprise when I came home one day from work and found a SmartPak box sitting on my front steps. I hadn’t ordered anything recently. I’m trying to be good and save my money. So I asked the boy, who I was already chatting with on the phone, did you buy me a present? “No.”
It was the helmet. SmartPak sent it back.
Excuse my language but are. you. fucking. kidding. me.
So I called customer service and asked, very politely, “Why did you send it back?!” Okay, it was not as polite as I usually am but this is the helmet that will not leave. The person on the other line had no idea what was going on and promised to have someone else higher up call me that night.
I finally heard back from a different customer service person on Saturday. She started off by telling me that it had to be sent back to the store to get the tag off. Um, excuse me? I already did that! All she could do was apologize and tell me it was a mistake and even though I wrote very clearly that I want to RETURN this helmet on the insert, they just sent it back to me.
I am so frustrated. It is very hard for me to get these packages to the UPS store to return. I basically have to choose to go riding, or make my return. There was nothing this poor customer service person could do to make me feel better and I feel a little bit bad but come on SmartPak! They have lost me for a customer. I live very close to a Dover store and have had great luck with Riding Warehouse, I don’t think I’ll be going back to SmartPak unless I can’t find it anywhere else.
And as a side note, the first customer service person let it slip that in the notes from my original call about the security tag that the rep I talked to on the phone asked the store to throw in a little extra treat when the shipped the helmet back to me because of how understanding I had been about the mix up. They didn’t do that, and I wasn’t expecting it… but maybe if they had been more generous in the first instance I wouldn’t have been so upset now.