bad internet shopping experience

ComplaintsOnline StoresZBsports.com

Complaint

0
Dr. Kathy
Country: United States
I am an avid internet shopper. I ordered running shoes from ZBsports.com (AKA Zanzabarbazaar.com) in August. The shoes came but did not fit. I returned them, but the package was "rejected" and ended up back at my door.

I checked their website and it instructed me to call for approval of my return. Shame on me for not checking first, so I called the number a few times with no answer. I finally left a voicemail which was returned that night. I was given my RA number and resent the shoes back to the Philadelphia address. Both times they were sent first class with Delivery Confirmation.

The return was not accepted and the box was returned yet again to me. This is my first bad internet shopping experience.

I caution anyone using this website.

Comments

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  • 0
    Michael Max
    I recently bought a Spyder Jacket from ZBSports, and it came within 5 days---i was super happy about it, but the jacket was a size too large.  I called customer service and spoke with Becca---she set up an ra number, and said she would try and to hold the proper size coat (only one left) for me.  I ended up getting my buddy to buy the larger one from me, and order me the size I wanted---but couldn't figure out how to enter a coupon code---so I just paid the extra 25---

    I got a vm from Becca this am saying she saw I went and ordered the size I needed, but had forgotten to enter a discount code--she went on to say she had credited my charge card with the money I should have saved ($28)....I think that is way above the standard for customer service, and would highly reccomend this site to anyone who is looking for new shoes/coats/sportswear etc.

    Thanks Becca
  • 0
    wmeier
    I placed an order with ZBSports last month and when I ran into problems with the company I looked online to see if I was the only one experiencing these problems. I realized that many people before me had experienced the same problem I had. The parts of my order that were advertised as "Super Fast 1-2 day shipping" took nine days. The part that advertised 6-9 day shipping via USPS priority mail took 21 days and shipped by the slower UPS ground. I eventually got my things, but emails to both their "customer service" and to James (the owner) himself, as per his request on this forum, went completely unanswered.

    His form letter that indicates that he is somehow concerned about his customers is completely unsupported by his actions. I intend to never do business with this company and their deceptive practices again.
  • 0
    Jim
    I have been reading some of the negative feedback posted about ZB Sports. First, I have no affiliation with ZB Sports, only a long time customer. As an avid long distance runner that has been running over 40 years and goes through shoes every 400 miles I am always looking for a great price (huge markup on shoes) on running shoes. ZB Sports has always met my expectations and when I do see a better Internet price I submit the price and ZB Sports attempts to match. I have "NEVER" had any bad experiences with ZB Sports and will continue to buy my Mizuno and Brooks running shoes there. Thank you
  • 0
    captain
    James:

    Here's a chance to put your money where your mouth is and clear up the screw up on my order regarding the missing hood from the parka. Order no. 201892

    Captain
  • 0
    maido
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  • 0
    wmeier
    Shortly after posting this message the owner of the company contacted me to apologize for his lack of response. In the course of going through his messages my email to him had been flagged as spam. He talked to me for a while about the problems I experienced, but more importantly he has followed up on a couple of occasions regarding items I was been interested in. His concern for his company's reputation and customer service has really turned around my thoughts about ZB. It was a rocky start, but I am glad to give ZBSports my business based on how my complaint was handled by James.
  • 0
    James C
    | 1 reply
    I think it's impressive that the President of the company take the time to address customer complaints, rather than to pass them off to a customer service representative, which is typically how such matters are handled.  Although I've not had occassion to return any items I've purchased from ZB Sports, I've always been satisfied with my online shopping experience.  ZB Sports carries many of the high-end brands, such as Arcteryx, Mountain Hardwear and Oakley, which, I can usually buy from ZB Sports at a price which is far below MSRP and sometimes even cheaper than eBay, with application of my VIP Dude Membership discount and a coupon code for an additional discount. It's nice to see that there are still retailers that value their customers.
    • 0
      MaryinMN replies to James C
      Please don't take offense, but it seems you are one of the extreme few who has had a good experience with them.  

      I considered placing an order from them myself in January, but instead decided to go with the VIP membership first to find out what they are about.  I got an email with a USPS tracking number,  but to this day nothing has arrived.  I'm thankful I didn't get burned like all the others who have.
  • 0
    Rob
    | 1 reply
    I ordered a pair of running shoes on clearance from them a week ago, which was supposedly in stock. The order has not shipped and I have received no correspondence telling me the item is out of stock or will be coming late. Don't order from them if you need anything within a reasonable time frame. "in stock" on their website is false.
    • 0
      James C replies to Rob
      Hi Rob, Unfortunately, I have to agree with your statement since I'm having the same experience as you.  I'm still waiting on an Arc'teryx Alpha SV jacket I ordered 1/26/12.  At the time I placed my order online, the item was described as being in stock.  The $472 charge hit my VISA card the same day my online order was placed.  The online ad stated that the item "Ships super fast 2-3 day USPS Priority Mail!", however, after several days with the status still "processing", I sent an emai to ZB Sports inquiring as to the wherabouts of my order. The jacket is to be a Valentines Day gift, so I need it by 2/14 and had ordered well in advance of V-Day.  It was only after I wrote to ZB Sports that I was informed the item was not in stock and that the estimated delivery date is 2/19/12.  Okay, it looks like my valentine will receive an IOU from me on V-Day. Given that I am employed by a very large retailer, and am the 'go-to' person for everything legal, including review of advertisements, The Fair Credit Billing Act, which protects consumers from unfair credit card billing practices, makes it unlawful to not ship an item within the advertised time period (or 30 days if no expected shipping date is mentioned).  If a merchant states "this item ships in 2-3 days", then they may bill right away and not have a problem if they ship on or before the 3rd day.  Clearly, ZB Sports' lack of communiation as to the extended wait time is a violation of the Fair Credit Billing Act's credit card billing practices.  Second, while it’s not illegal for a merchant to charge a credit card before they ship, it's not good business practice, and is a violation of VISA & MasterCard’s regulations for merchants to bill cards before the item ships.  I assume this regulation exists due to the likelihood of charge backs to occur if the item doesn't become available, such as in the case of seasonal merchandise, or if the customer cancels the order before the item has shipped.   Another practice of ZB Sports is to advertise items as being on-sale with an impending expiration date.  In the case of the Arcteryx Alpha SV jacket, "SUPER SALE - Arc'teryx Women's Alpha SV Jacket (5209) - Hurry Sale Ends Midnight Tonight!"    This jacket was on sale the day I bought it, expiring at midnight, and has been on sale, expiring at midnight, every day since.  According to the Federal Trade Commission, false claims such as this, which lead to a purchase, are essentially deceptive.  I don't know why ZB Sports feels the need to resort to these sort of tactics. If they conduct a legitimate sale, and can deliver the merchandise as promised, the buyers will come. If not, they open themselves up to alot of complaints and possibly even sanctioning by the regulatory authorities.  That said, I'm willing to turn a blind eye to all of ZB Sports' shortcomings, provided the jacket I ordered is deliverd to me on 2/19/12, as promised, for the price I paid.  One thing I've come to know from being in retail is that satisfied customers don't file complaints.  ZB Sports does have many positive reviews, so they obviously do fill orders, but as Rob stated in his review, if you are buying an item on sale, don't expect it arrive quickly.  I'd suggest contacting ZB Sports to find out how many are in stock PRIOR to placing your order.  Anyone can advertise a low price, but the proof is in the delivery.
  • 0
    MJ
    Not surprisingly my experience is ditto to all above although most are posted in 2008 & its now 2012!why is this company still in business???? Can't get a live person via phone or return emails.  But if anyone is reading this from ZBSPORTS I suggest you keep your full time job (since your schedule is so hectic & customer service isn't a primary focus). No one ordering online wants to hear BS, i suppose thts why youndint respond. Do us all a favor and pull your site down! We order online because we too are busy! Placing my order Sat w/ 1-2 shipping note I assumed my order to arrive by Wed. Instead late Mon. I received an email re: slight delay due to inventory error (blah bah blah). Seems this is an issue with ZBS. Emailed back twice (Tue/Wed), called Thu/Fri - no live person nor return call. At least have the decency to communicate to your customers regardless how busy you are. I wished I had researched ZBS prior to ordering, ZBS has complaints all over the web.
  • 0
    Sally
    I ordered sneakers mid-March and here it is...mid-May and no sneakers!  Have ordered sneakers more than once and have had no previous problem.  I'm getting really tired of waiting!  The one good thing is our account has not been billed.  How long do I have to wait?????????
  • 0
    TER
    I ordered Chacos over a week ago, and they say they are still processing.  The site said it would take 3-6 days to process before they were shipped out, not longer.  I was hoping my shoes would be here before I go on a mission trip in a week, but I guess not. I wish I had checked out this site much sooner before ordering. I am very disappointed and sad to see that so many other people have had problems with ZB sports.
  • 0
    Sean
    | 2 replies
    I have ordered from zbsports on several occasions and NEVER had a single problem with them.  They were always timely and a lot cheaper than anyone else.  It sucks they are gone!
    • 0
      Craig replies to Sean
      | 1 reply
      Did ZBSports go out of business? I can't find them on the Internet anymore??
      • 0
        Harris Brown replies to Craig
        I was told by the owner of the company in July that the company is essentially out of business.
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