I’ve been working on my LA Race/Party report this afternoon but I am going to have to put it on hold for just a moment to share a story. This is my story of why Sports Authority sucks.
Back in April, I was wandering through the local store looking for some running clothes for the upcoming summer running season when a pair of clearance running shoes caught my eye: $99.99 for a pair of the Asics Kayanos that are normally $140. The model was a little older but a good deal nonetheless (or so I thought). The reason these shoes caught my eye to begin with was because another customer was trying them on – she was replacing her shoes that she’d purchased from the store only a few months earlier. When she decided to pass on the sale priced Kayanos for a newer model of the one of the Gel series, I picked them up. The sales associate helping the other runner saw an opportunity to sell me on their replacement plan. This customer had simply brought in her old shoes – worn out from wear and tear and was able to replace them free of cost because she had purchased the replacement agreement. The customer verified the story and I thought what the hell, and paid the $10 for what I thought would be the same deal (yeah it was only $10 but that isn’t the point).
Fast forward a few months. I hadn’t used the sale priced Kayanos too much this summer – I was running in another pair and in my trail shoes mostly as I was training for the Ascent. Finally in August, I switched to this pair after retiring my old pair. The shoes didn’t hold up so well. After a mere 200 miles, they were broken down and I started to feel the familiar aches and pains that normally happen after 350+ miles. The medial post was clearly showing signs of wear and really my use was not too harsh – roads and easy trails. Since buying the clearance shoes, I’ve learned that this can happen – particularly if the shoes were already pretty old when I bought them. Oh well – lesson learned. I got a decent dollar per mile return and I had purchased the replacement plan, so no big deal. Right?
Today I walked into the Sports Authority expecting the same treatment that the customer back in April had received… you know, a nice customer rep helping me replace my broken shoes. Instead I got a cashier who told me right from the start – “oh we’ve changed our policy on those.” Um ok, I thought – well what is the new policy? Well first, you have to call a 1-800 number -which I did right then and there. I was informed I would need to get a claim, mail in my shoes for verification and then they might send me a store gift card for a replacement if my claim is approved. Needless to say, I was angry. For one thing, this is not what I was sold back in April. For another, I wasn’t really into paying for shipping of shoes to some place for “verification”, waiting however long this process takes and then maybe getting some type of reimbursement. I kinda just wanted some shoes … as promised in April when I purchased them with the replacement warranty. I asked the customer rep on the phone for her manager (isn’t that what you do when you’re pissed?). Once the manager came on the phone, I told him I was upset because I was sold something way different and a policy change wasn’t part of the deal. He explained that:
a) he didn’t have much to do with the Sports Authority, he simply deals with the warranty and
b) the reason the Sports Authority had changed their policy (and actually does not even sell a replacement plan anymore) is because too many people were bringing in shoes for replacements.
To this I just have one response: WTF.
Anyway –long story short, some bitchiness ensued. Manager finally said if I send him a receipt, he would cut me a check. He says he is going to send me an email with instructions on sending in the receipt right away (this was a few hours ago and I still don’t have said email). Hopefully, this reimbursement will actually happen.
I am completely disgusted at this corporate bullshit: sell a plan, when people use that plan, change the policy… anything to save a buck. And well, we are big enough, so who cares if we lose a customer here and there.
Now it’s no secret that I recently started working at Colorado Running Company. I’ve always found this store to be fantastic and in fact, I normally purchase my running shoes at a running store (the lure of the clearance was strong I tell ya)… and now I’ve solidified my view that much more. Walk into your local running store – you will get good service, from a knowledgeable staff… and no bullshit.
LA race report to follow soon!
