Review Time
I’m glad didn’t pay for shipping like I wanted to but something told me to choose free shipping which I’m glad because you were still 3 days late even with a 10 day grace period. Equipment is good as all the reviews said but your shipping is what got you a 3 star. One of my KPI’s is on time deliveries and you failed there.
Very confusing shipping notifications, customer service didn't understand or know either. Rather disappointing from a confidence standpoint. I got my product, at the price I expected, that was the high point. Response: While I may have misread the shipping notification, the fact that your customer service representative did not understand your shipping status either, only confirms my assertion. If your own team is confused, how do you expect the consumer to understand? Not bashing your company, simply conveying my experience. This is the VOC and should be regarded as such.
I place an order on January 8th, 2020. I received 5 emails from Kim Berry notifying me that the items were back-ordered and she would let me know once it was shipped. The last email was on Feb 7th notifying me that the order should arrive Feb 12th. I received an automated email with a shipment number on Feb 12th.This led me to believe the items were shipped and would arrive within 5-7 days. I had shipped the items to a warehouse in Vermont since I live in Montreal. I often do this for companies that cannot ship to Canada.I called Dive Right In Scuba yesterday to make sure the items had in fact shipped. I was then told that my order had been cancelled due to fraud. Initially I was told that I had called to cancel it, which I did not. Then the person corrected herself and said they called me, which I responded no one did. Then she said I received an email, which I did not. At that point she said Kim would write to me.Kim did write to me in a very agressive and unapologetic manner saying it was my fault and that my credit card was compromised. My credit card is fine, I use it every day.Overall horrible customer service. It took 2 months for my order to be cancelled even after being told it was shipped.Even though Trustpilot's policy is no accusations that can't be proven, Dive Right In Scuba claims that I am a fraud, they simply couldn't obtain what I ordered and cancelled the transaction on my credit card without speaking to me or verifying my ID.Why would I ever order from you again?Regards,Alain L.
At first there was a problem with the order but everything was resolved and they were very nice about it and gave me a little incentive for the inconvenience so that was nice. But when I received the GoPro mount it was missing the metal nut that the screw goes into. Not necessarily DiveRightInScuba’s problem, but more of the manufacturers problem. Over all it was an easy fix. I just found an old nut that fit the dimension of the opening so it was able to be screwed Into. At the end of the day, everything works just fine and I’m not the one to complain.
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