Moosejaw.com company review

[Wakeboarder3780]

Well I ordered a mainline and a handle from moosejaw.com a while back and was compelled (actually asked) to share the story.

I was hunting around for "the best deal", found it, tried to order it from the web page, but it was the most sorry excuse for a web page I had ever seen. The item would only get added to the cart once in 5 or so clicks, and I could never get to a checkout screen. After 2 minutes of fiddling with it, I called up the company and placed the order via phone. I was elated to find out they answer the phone like this: "MOOOOOOSEjaw this is <name>, how can I help you". I almost burst out laughing.

1 week later the item arrived on my doorstep. The package had comical tape on it, and a comical insert in the package all of which I found awesome. However my mainline was not in the package. Aggravated, I logged onto the chat help program as I wanted to surf the web while it was handled. It took 45 minutes for the rep to find out that it wasn't the warehouse's fault, they had listed it incorrectly.

At this point I was flat out p*ssed. It had taken far longer than I expected to get an answer and for the next 10 minutes I had the rep basically telling me there wasn't anything he could do for me. I stated I wanted a phone number where I could reach the sales manager at. Our chat conversation was "conveniently disconnected" thereafter. Starting up another chat window, I asked again for a number to call the sales manager at (as I obviously was going to get NO help from the rep in the chat). This was followed up with "someone will call you tomorrow". I responded (3rd time asking now) with "is there any reason I can't talk to a sales manager right now?". Magically I got a phone number and could call them right now.

Dialed up a guy named Kevin who's first words out of his mouth were "I have no problem sending the rope". Finally... someone taking some responsibility for their company and making things right. He said he needed to figure out how to send it to me and would call me tomorrow and let me know. Finally I was feeling alright about it. I was going to have to wait longer but at least I'd get the dang thing they said they'd give me.

The next day I received a call informing me that they (in his opinion) were going to lose out on a "lot of money" for the price they listed it at and asked me to pay half the difference. At this point I was furious. I was told the day prior there was "no problem" getting the rope to me, now I'm being asked to foot half the bill for their mistake. In a professional way I told him I thought that was bs and that I expect the item I was advertised at the price advertised. At this point I was flat out p*ssed. I have absolutely no tolerance for false advertising and always expect the company to uphold their side of the bargain. He told me he'd need to "check with *his* manager to see if they could do it" and would call me back the next day (this is now the third day) letting me know if indeed he could do what he said he had no problem doing on day 1.

Day 3 rolls around. I get a call saying it was shipped. In the voicemail he left me he stated that he wanted me to tell at least 5 people "what a sick deal I got". I can tell you when I heard this I was furious. Here I am 3 days after receiving half my incorrect order, having to justify and basically verbally b*tch slap people around just to get what was rightfully mine.

In the end I got my handle, and I got my mainline. I personally was mad about:

1) The the time it took to find out what the problem was
2) The service rep telling me "there isn't anything I can do" - if that's the way your rep feels you need to give them power to make things right. If false advertising is involved it should be a no brainer, give the customer what they bought, and fix the incorrect listing. False advertising is illegal and it should be cut and dried about what happens when you do it.
3) Dinking around on day 2 and having to wait until day 3 to get what was promised to me on day 1 (really it was promised a week prior when I bought the dang thing).

I personally was impressed with:
1) Witty/funny remarks on phone convos/websites, how they answer the phone, packaging materials, etc.
2) How fast I was *TOLD* things would be handled after talking to the sales manager - however it didn't really happen like he said it would so really I'm angry about it.
3) Free shipping on orders over $49. Also, returns are free via prepaid shipping labels you can print off for returns.

In the end I got a LF plush handle with a LF 80' mainline for 75 shipped. is this a good deal? Yes. Was it "omg so good that I shouldn't expect them to uphold their end of the bargain?". No. Today am I happy? I don't think I'm happy or unhappy. I gave myself a good week and a half to calm down about it so I could give a clear account of what happened.

In the end I do feel as if I got a pretty good deal however I had to do far more screwing around than should be expected from anyone. I don't feel as if I made a steal or anything, you can get other spectra ropes and handles for a comparative price, it just might not be as good of a brand. Woopy fizz, so mine has the letters "LF" on it. Great.

Anyways I wanted to throw this up here to uphold my "tell at least 5 people about this" target. make up your own mind about how you think the company did.

Last question: Would I buy from them again? I'd consider it if it were more than a year from now and their website has absolutely no buggy issues with it. I'd like to think I'd give them another chance because I liked the "feel" of the company. I just really didn't like the vacillating on his part and having to justify why he should send me the rope on day 2 after he told me he'd send it on day 1 (he totally played the "well if you're gonna be like that" card on me and it royally p*ssed me off). Be like what? Expecting what I bought? Expecting what you told me you'd fix? How dare I..

[Wakeboarder3780]

If you have an opinion about how things went throw it up, btw. I'd like to know how others feel about it.

[bridges]

i give the essay you wrote a overall b+ haha

i called them about a week ago and as soon as they answer MOOOOSE JAW to me i did burst out laughing lol everyone should call the number and just listen once to it then say thank u and hang up cuz its pretty funny..

just to get this right u bought it for 75 bucks then they didnt send you the mainline then said you were gunna have to pay half the bill for the mainline on top of your 75 bucks? thats some bs!

[flixmaster]

Sounds like to much trouble to me.

Note to self.. Come up with a funny way to answer the phone....nevermind.. just stick to getting wakeboarders the gear they need when they order and not have a bunch of screwups on orders.. Boooaaaarrrrddddsssttoooppp.cooommm... How can I help you..

[bridges]

no don't come up with anything like that lol I meant
it as in funny stupid like I think it's ridiculous they have to say
that loud annoying saying everytime they answer.

boardstop is good the way yall are, perfect service everytime I call.

[Wakeboarder3780]

and actually sometimes they say it so loud it hurts your ear. But that was some serious bs. They tried saying "well that page was supposed to allow you buy just the handle or the handle and the mainline.

I wasn't even that mad about the mistake on the webpage, I work in IT i know that kind of sh*t happens. But to not fix the mistake immediately and pull all that kind of crap because you're going to lose a "lot of money". Cmon at my job if I mess up I can cost my company millions, not 60 bucks (the additional cost of adding the mainline).

You just have to A) be more careful with your IT B) fix the problems when they come up FAST.

[rc5695]

Thanks for the info, adn good write-up.

I'd probably still order from them and give them another chance, if they have a good deal on something you need anyways. Customer service means a LOT to me, and they did end up making it right in the end. If they blow it the 2nd time though, sinara!!!

[smokinheels10]

Wow. I probably wouldn't order from them again (or in my case not at all since I've never ordered from them). Did you get what you ordered in the end? Yes. Was it easy? No. Good customer service wouldn't have involved the multiple online chats and 3 days of unnecessary crap. Like you said, if a company makes a mistake that is costing them money it is their duty to own up to it and go through with their end of the bargain. They did it but it seems like they did it with a lot of hesitation. And actually asking you to pay half...haha, wow. Very poor customer service IMO. Glad you got it worked out though.

[TnR6Rida]

Haha I just called to hear them say moosejaw

[flixmaster]

I tried to answer the phone... booooaaarddstop.com today.. just didn't go over well... haha..

[Wakeboarder3780]

[Wakeboarder3780]

[TnR6Rida]

[SCBrips]

Sounds like DA MOOSE runs this company.

[DRAGON88]

SCBrips, Really? I thought he was finally using his Ph.D in rocker science to lecture at the University of Phoenix online.

[SCBrips]

Haha... YES... rocker science!

Remember back in the day when Pat wanted to review one of his boards and even offered to pay for shipping to/from? That was awesome.

[ontrider]