You have received a new Private Message from SHogan
Subject: apology
Dear tonicusa,
I know Linc has already contacted you, but I wanted to send another apology in hopes you could take your post down and give us another chance. Either way, I'm sorry you had such a miserable experience shopping with us. Below is a letter I'm sending to everyone I can find:
Dear Boardparadise/tightboards.com customer,
Over the previous sixth months our on-line store underwent an unexpected amount of growth. In short, we were not prepared to handle this increase in orders and at the same time maintain the quality level of customer service our company was founded on. We have taken direct action to resolve these issues.
However, it has been brought to our attention that your experience shopping with tightboards.com was less than satisfactory. As snowboarders and skaters ourselves, that’s not the type of customer service we want to provide. You should be able to expect the best products and service from us at all times.
Boardparadise/tightboards.com is taking the initiative to contact you and offer a $40 gift certificate redeemable at tightboards.com to demonstrate our desire to make amends. Please contact us through
hogan@boardparadise.com to receive this token of our commitment to better serve you in the future.
Sincerely,
Steve Hogan
Marketing & Merchandising
Boardparadise / Crossroad Sports, Inc.
4361 Federal Dr. • Suite 170 • Greensboro, NC 27410
Dear Steve,
I received your email asking me to take my complaint about Tightboards off the Forum discussion board. Have you implemented the credit card pre-auth for your shopping cart yet? Linc your CEO said several weeks ago that you were working on implementing it. I would be happy to take my message down once that change is in place. After all that is exactly what so many customers were upset with Tightboards about. Vendors shouldn't be taking customers money for 30 days when they don't even have the advertised products in stock. In my case there was some straight out deceit involved. I don't care how fast a company is growing, if over a four day period of daily phone calls your customer service tells me each day that yes the product is in stock and then as soon as my credit card clears they come to the "realization" the product isn't in stock then something is amiss.
I was wary of you guys from online posts and asked very specific questions of your customer service rep. Your girls told me on 4 separate phone calls that the snowboard was in your inventory in North Carolina. Then after my credit card cleared a completely different person called with a pre-scripted message saying the manufacturer drop ship program was depleted. I never would have ordered a board from an online retailer if it was predicated on a drop ship from Bataleon, I knew personally that the factory was out this late in the season. I was looking for a board somewhere in the US still in someones inventory. Your girls were very well practiced in assuring me the product was there in inventory, it really added to the feeling of being scammed. Especially because the recorded voice message I received about a "manufacturer drop ship program being depleted" was repeated almost word for word as a clause in your printed return policy.
It was clear to me your reps were not letting any transactions get by. This made it seem like you guys were purposely processing customers credit cards for product you didn't have and "floating" peoples money to make your monthly numbers. I'm glad to hear that is not the case and that in fact you are doing extremely well from a sales volume standpoint. That will will make it very easy for you to fund the changes to your website shopping cart.
Best Regards
Phil