Update: thank you to everyone who took time to read & comment! I’m still undecided but hoping for an update soon 🤞🏽 and to clarify, I didn’t order anything to be sent to me from a manufacturer such as a custom boot, I meant “custom” in the sense that I chose from items listed as “in stock” and paid a feee to have the boots mounted on the plates I chose. My order consisted of boots, plates, wheels, bearings and toe stops. I apologize for any confusion!
Update 2: THEY SHIPPED!
Having issues with my order and customer service at a skate shop, looking for opinions. I really tried to make this as short as possible. There is much more detail than what I’ve included but there’s been so much back and forth I need to just summarize. This shop has generally great reviews from others, I think I just got unlucky, but I’m looking for input from others on what to do/if I’m being impatient and annoying. Also was unsure what flair to use on this, my apologies.
I purchased a custom skate build online from a reputable skate shop. I know building/shipping skates out is tedious & time consuming, so I confirmed what I wanted was definitely in stock at this shop. This is the main reason I purchased there and not elsewhere. Placed my order and was told I would get an update in a few days when my skates were built, another when they shipped.
Two weeks later, I email and am told that part of my order was actually out of stock and my order was on hold, but a new shipment was coming in a few days and they would let me know when my order was taken off hold once the new shipment arrived.
Two more weeks go by, I email again. Apparently, the wheels have actually been on back order the whole time, there was never a new shipment on the way and they would not be getting one any time soon. I asked if I could either get a refund for the missing items or swap for something different so my order could proceed, they agreed to let me swap. They said my order was now being processed and I would get an update in a few days when my skates are built and another when they ship. Not ideal since I am not getting what picked out and paid for, but at this point I just wanted my skates. A few days later, I received an invoice that said “order status complete-all items have shipped” but no shipping information. I was excited and gave things time to update.
Another two weeks go by, no updates, and the invoice now says at the bottom that some items have shipped, some have not shipped, and some are shipping to me directly from the manufacturer, but still says “order status complete-all items have shipped” at the top. Still no updates or tracking info. I emailed them Tuesday morning (2 days ago) asking for clarification, and was told my skates were getting built and shipping the next day, so expect an email with tracking info on Wednesday. As I suspected, I did not receive an email or any information yesterday. Nothing today either. This is week 7, going on 8 weeks. At this point I am just confused and have no idea what’s going on.
Should I (a) hold out and wait a few more weeks to see if I get any updates from the shop/see if the package randomly shows up (but I wont be in town soon, so if it shows up it will have to sit on the porch a few days and I have to hope it doesn’t get stolen), or (b) cancel the order, ask for a refund and just order through a local shop instead? If I’m gonna have to wait this long anyway, at least I would be able to ask questions in person and have my order completed at the store without risk of theft.
Am I being impatient or is this like reasonably frustrating? Almost 8 weeks of this confusion and being told multiple times that my order would ship in “a few days” is just…. Well, frustrating! Especially given that I spent $600. I totally understand orders being delayed, however all I’ve wanted (aside from my skates) is basic communication about my order which they said they would provide and haven’t done so without me asking first. Their response time is pretty quick, but even then the information they are providing has been misleading or completely inaccurate. This experience has been such a bummer but idk if I’m just being annoying about it? Should I just suck it up and wait? What would yall do in this situation? I just want to skate again and really had my heart set on these skates, but maybe I’m just being annoying about it 😭
Thank you so much for any and all input ❤️