Scuba Arvostelua 189

i ordered and paid for a GoPro underwater camera on Scuba.com. They took my money but did not ship the camera. Sent me Invalid UPS tracking numbers. I waited on hold for 1 hour for their "customer service" person located in the Philippines. That person claimed not to understand their own system or how to resolve a non-delivery of an order.

My wife tried to surprise me on my Birthday with a Cressi 5mm 2 piece suit. Got a small tear putting it on. Suit is junk. Problem is Scuba.com treated it as if buying a whole suit and I couldn't return the unworn top half for credit. What a robbery. Guys stick with your locals and never order from these guys...ever. Oh and their Cressi brand s_cks brine water.

I've made several purchases from scuba.com, but this will be my last. I'd never had a problem with previous orders, but one dealing with customer service and they've guaranteed I'll never make another purchase from them (or Adorama or Leisure Pro, since they're all the same company. As a photographer, Adorama was a company I trusted... no more.)
My problem is in three parts: I ordered a new wetsuit. Sizing was a concern, but they have a "Pressure Free Fit" guarantee, so I thought cool! We had a trip planned for two weeks out, wanted a new suit, this gives us time to get it replaced if the size is wrong or there's an issue. Their policy states no additional shipping charges for replacement returns.
My issue: The size was wrong, needed a bigger size. This was the whole reason we bought it here.
Problem 1.) I logged on to do the easy-return process... there is no easy return process. It wanted me to do a full return (minus shipping). There is no option (like their instructions say) to do a resize.
Problem 2.) I tried to use the chat feature to get the return started. No answer. It was Friday night and 90 minutes before they closed. I spent that 90 minutes in the queue for chat, and no answer. I figured they closed down early or whatever, I'd try Saturday. They're closed Saturdays. Fine, I'll wait until Monday. Monday comes and I chat again, and wait another hour, but this time I decided to call as well. The call queue said "11 minutes", but I was on for 45 before anyone answered. I never did get a response from the chat, even though I was in the queue and "next in line" three times before getting kicked off the chat window.
Problem 3.) When I did get someone, my only options were A- she could process the return, send me a shipping label, UPS ground, and I'd send it back. They'd wait and inspect it before sending me a replacement, also UPS ground. It'd be about two weeks out for a replacement. That's kinda ridiculous, which I pointed out. option B- do a regular return, and buy a new one. They'd give me the refund once they receive and process the new on, but I'd pay shipping again on the new on and they'd deduct shipping from my return. So I'mma pay an extra $40 dollars for their "Pressure Free Fit" policy in a reasonable time.

So yeah....I have literally spent thousands at Adorama/Scuba.com, but never again. I'm a firm believer in the idea that "it's not about the problem, problems happen...it's about how you handle the problem." In this case the fix is how to squeeze as much money from the transaction as possible, screw the customer. I'm permanently out.

Ordered two expensive lifejackets, only one shipped, charged for both, currently disputing with the company but expect disappointment

Over the last dozen years I’ve bought a lot of equipment from scuba.com. This was when they had their store in Orange County, CA which was close enough that I could pick up my orders if I were in a hurry. I recently ordered a used dive computer plus a transmitter, which the website indicated would be delivered in time for my upcoming trip. By the next day, which was Saturday, I hadn’t seen any movement, which was unusual from my past experience. I then learned the OC store is no more and the order was coming from New York, and the store was closed from 3 PM Friday until Sunday morning. I called Sunday and expressed concern the order wouldn’t arrive in time, and was ready to pay for expedited shipping. I was told it would be sent two day as I requested at no extra charge. Cool.

Monday night I get a shipping notification that it was sent via ground shipping and will be delivered on Friday. Ugh, the night before I leave and no time to test it. The next day I get a notification from UPS that there’s a delay and it won’t arrive until the following Tuesday.

Wednesday I call, and had the order cancelled. I decided to pay the extra $500 to order a new computer, as long as it can ship next day, and offered to pay for the upgrade. Unfortunately it was just shy of 4PM in New York so it didn’t ship until Thursday. I get the ship notification. Delivery will be next Wednesday, it was shipped via Ground service… I guess I don’t get a new computer for my trip.

I never had these problems with orders from the old store, which is why I gave an extra star. Based on this experience, I won’t be ordering from scuba.com again.

Absolutely HORRIBLE customer service. I’d suggest buying gear on Amazon from Amazon. Not Amazon from scubadotcom or scuba.com. I purchased expensive wetsuits from Amazon through scuba.com and was suppose to have free return shipping (per the note in my cart) for each item. When I went to return them, scuba.com charged me $40 to return them!

I contacted scuba.com and they told me I’m shit out of luck. They didn’t acknowledge that the products were put in Amazon’s system wrong. Going through my credit card for these liars.

Unfortunately, I have had very bad experiences with scuba.com. For a long-planned trip to NYC, I contacted them in advance to pick up an item in the store that is not available in Europe. The email correspondence was very slow, but in the end they helped me with the order and my credit card was charged. When I got to the store in NYC, I was in for a nasty surprise: the employee simply didn't process the order any further and the goods were not delivered from the warehouse to the store. No reply to emails, no apology.

Generally they are OK. Often orders are split up into numerous boxes which makes tracking shipments and processing returns a real undertaking. Also, many items are previously opened. Not used, but the packages appear to have been returns that they have shipped out again. Very little is done to them to give the appearance of "brand new". Their customer service line is staffed by people who use English as a second language. This makes communicating very challenging and often requires two calls.
Their marketing is aggressive. If you shop on the site you will receive MANY follow-up emails regarding the products you have browsed.

Ordered a regulator form them and I should have been new, but when I received it it had clear signs that it was opened before and was also missing the owners manual. The regulator also had water marks on it. So call them up and explained it to them and come to find out they are now on back order so I have to wait even longer for the regulator and they would do nothing to try to make thing right.

I had days before a trip. On there website a wetsuit was listed as in stock. I ordered the suit, and a handful of other items next business day. I recieved a partial order and after wasting time on the phone was told the wetsuit was a "virtual" stock item. I have been on the phone 4 times now cancelling orders, tracking orders and getting refunds. SUCH A WASTE OF TIME.

I made two purchases with scuba.com Miguel was fantastic and provided exceptional insight and advices. Later I had to return some items, their customer service responded quickly via email. Highly recommend.

Saige, Charlie, and Jay were all excellent and your customer service was amazing as we tried several wetsuits. My wife was hard to fit buying a wetsuit, and your team were instrumental in finding her a suit that did the job and fit well. Really appreciated your shipping policies as we tried several wetsuits. THANKS SO MUCH!! Definately a 10 out of 10 experience!!

I ordered over $2000 of scuba equipment from them. They shipped in multiple boxes and did not send all items and claimed they did. I notified them immediately and took photos of everything. They have continued to string me along and do absolutely nothing to fix the issue. They never sent my BCD which was part of a kit and they said it was delivered. I never signed for anything either. I have filed a claim with my credit card company and they have refunded my money even though Scuba.com would not. I will never order another thing from them ever. Terrible customer service and they charge you for items that you never receive. Not to mention if you think you are getting a deal with a kit they are ripping you off. They put cheap first and second stages on good regs and expect people not to notice. Bait and switch is what they are doing and not delivering product and charging you anyway.

Their prices are good, but I only recommend buying from this company if you know exactly what you want. Read thoroughly about their PFF Guarantee policy before placing an order. They charge for return shipping unless you exchange for a different size. If you want to return something because you didn't like the fit or design, for example, and don't want to exchange it, you have to pay the shipping. It's not like Amazon. The customer service reps, both in chat and on the phone, were not helpful and were unpleasant, as if they wanted to get off the chat/phone as soon as possible.

I just recieved my order (cressi wetsuit) and 1) they got my order within a day, and it fits well. 2) their support staff and website were quite helpful in getting me the right size. I appreciate it. This is my first order from the company and I will return and recommend it to friends and family.

I ordered three tanks and had to return one. The shipping company says it was delivered and provided proof. After a month of waiting for the company to "research" why I wasn't credited for the return they denied they received the item. Ultimately, they said to take it up with the shipping company and the time to file a claim with the shipping company had also elapsed. $450 lots but not forgotten. Most people were helpful trying to resolve the issue, but Callie S. was dismissive.

This company is amazing. Purchased a lot of gear that we ended up not using. They made the return process so very easy. No hassle. Will definitely continue to shop online with them. Have no idea as to why this populates as 'not happy'. Am quite happy

Do yourself a favor and don’t sign up. I have unsubscribed multiple times with no results. I contacted them directly and was told I needed to send them the email… uhhh what email would that be???? Total joke unless you like junk e-mail.

Avoid this company at all cost, recently bought a garmin descent mk2i with them and as soon as I received the box I notice that it was open, not the box for the package but the box of the watch itself, when I open the box I notice the the package didn’t look like the original package and it was missing parts that comes included with the watch, like the extension band for the wetsuit, after watching this I was going to tell them to send me a new one but I don’t trust the, this is a 1499.00 dollars watch to take the risk to buy with this shady company..
I will buy it somewhere else and never use them again!!
Hopefully they will return my money or I will dispute with my credit card

I was OW certified with this company and have bought all of my gear with this Scuba.com. Such great experience with each instructor. Sales team is very knowledgeable and get you into a nice setup. Online there's a lot in stock and shipping was fast. Need to take my gear in to be serviced soon!