The SportsDirect rip-off

boglehead

When it comes to customer (or even worse, employee) satisfaction, we all know Sports Direct is a joke. Yet today, when you thought Internet had really pushed big players to get better at what they did, I got another confirmation that Sports Direct is yet a big disappointment...

I ordered a pair of sneakers online, which I was - to my surprise - charged £4.99 for delivery. First of all, who charges for delivery these days (especially since my order was above £50). But fine, I guess I made the decision to buy anyway.
Second, I realized that although I was charged £4.99 for delivery, the actual charge ended up costing Sports Direct less than £3... Good spirit !!
Finally, I received the shoes to only find out that they were too small for me (despite being of the exact same size than all the other pairs I own from this shoe brand) - which Sport Direct has nothing to do of course.
However, I was stupefied to be told in store that I could not return the shoes in store and get a refund. Surely, the whole point of being a brick and mortar player, is to make it easy for your customers to return your items... SportsDirect seems to not get that. I was told I needed to return the shoes by post (and pay another £4.99) for them to accept them and process a refund.
Another unhappy customer (one of many), who will never, ever shop with them again.
Good luck Mr Ashley!!

daytona0

boglehead wrote: »

When it comes to customer (or even worse, employee) satisfaction, we all know Sports Direct is a joke. Yet today, when you thought Internet had really pushed big players to get better at what they did, I got another confirmation that Sports Direct is yet a big disappointment...

Do we all know about that "joke"? Didn't stop you from shopping there!!

I ordered a pair of sneakers online, which I was - to my surprise - charged £4.99 for delivery. First of all, who charges for delivery these days (especially since my order was above £50). But fine, I guess I made the decision to buy anyway.

Delivery charges are either listed separately or incorporated into the item price! Items on Amazon and ebay are similar, you can either buy an item for 1p and £4.99 postage or for £5 with free postage.

Besides, delivery costs money! To my knowledge we unfortunately cannot ship items around the country FOR FREE in 2016. So to answer your question, EVERYONE charges for delivery these days!

Second, I realized that although I was charged £4.99 for delivery, the actual charge ended up costing Sports Direct less than £3... Good spirit !!

Do you have proof? Even if you do, did you factor in other associated costs (admin + overheads)?

Finally, was the total price similar to other retailers? If not, why did you shop at SD? If so, why are you bothered?

Finally, I received the shoes to only find out that they were too small for me (despite being of the exact same size than all the other pairs I own from this shoe brand) - which Sport Direct has nothing to do of course.

The question is, does the size conform to the sizing guide they have on display?

http://www.sportsdirect.com/CustomerServices/OtherInformation/SizeGuide

If so then you have no issue.

If not then the item is not as described and needs sorting out. PS, whilst annoying, this is something which can happen with ANY online order.

However, I was stupefied to be told in store that I could not return the shoes in store and get a refund. Surely, the whole point of being a brick and mortar player, is to make it easy for your customers to return your items... SportsDirect seems to not get that. I was told I needed to return the shoes by post (and pay another £4.99) for them to accept them and process a refund.
Another unhappy customer (one of many), who will never, ever shop with them again.

Presumably you read the instructions on how to return items before completing your purchase?

http://www.sportsdirect.com/customerservices/completedorders/returnsandexchanges

Note how they DON'T mention anything about returning online orders to a local shop.


PS It is important to note that you do not necessarily have to pay £4.99 extra to return it! You mentioned earlier that it should have cost less than £3 so why not use that courier to send them back?

Good luck Mr Ashley!!

Good luck indeed....

He has to put up with the media circus which have unfairly singled his company out. He also has to steer NUFC to PL safety..

I don't like Ashley that much, but SD isn't that bad.

shaun_from_Africa

boglehead wrote: »

I realized that although I was charged £4.99 for delivery, the actual charge ended up costing Sports Direct less than £3.

The price shown on the package may well be less than £3, but your shoes didn't pack themselves, someone was paid to do it.
You've also got to remember that P&P is a vattable service so of the £4.99 you paid, over 87p goes directly to the taxman.

boglehead wrote: »

Surely, the whole point of being a brick and mortar player, is to make it easy for your customers to return your items.

But you didn't make the purchase from a brick and mortar place. You purchased from an online outlet.
They may have the same "Sports direct" name, but the chances are that they are 2 separate companies as far as accounts are concerned.

The-Truth

boglehead wrote: »

First of all, who charges for delivery these days

Bizarre you've written it like that because I've found that free delivery is now decreasing not increasing. For example both Amazon and Tesco have increased that amount you need to spend to get free delivery, see it's becoming less common not more. Nowadays even free click and collect is becoming less common with more and more companies charging for the service.

tomtontom

So in summary the OP's complaint all relates to his failure to read the website?

boglehead

WoW tough crowd...

I guess you all find this OK. I stand corrected.

For your reference, here are a list of retailers offering free delivery

- amazon
- asos
- zalando
- ocado
- tesco (assuming you're happy to pay £3 per month, which saves you money if you order more than 1ce a month and offer other free benefits)

And the list goes on, and on, and on...

Just those 5 account for over 40% of all UK...

tomtontom

boglehead wrote: »

WoW tough crowd...

I guess you all find this OK. I stand corrected.

For your reference, here are a list of retailers offering free delivery

- amazon
- asos
- zalando
- ocado
- tesco (assuming you're happy to pay £3 per month, which saves you money if you order more than 1ce a month and offer other free benefits)

And the list goes on, and on, and on...

Just those 5 account for over 40% of all UK...

Then why did you not buy from one of them? Why did you choose to buy from the "joke" that is Sports Direct?

Valli

boglehead wrote: »

WoW tough crowd...

I guess you all find this OK. I stand corrected.

For your reference, here are a list of retailers offering free delivery

- amazon
- asos
- zalando
- ocado
- tesco (assuming you're happy to pay £3 per month, which saves you money if you order more than 1ce a month and offer other free benefits)

And the list goes on, and on, and on...

Just those 5 account for over 40% of all UK...

And Sports Direct don't. Neither do lots of other online retailers. It wasn't a hidden charge. You chose to pay it. It is perfectly acceptable for online retailers to charge for delivery.

chuckley

Sports direct are very upfront with their charges.

You just decided to ignore them and come on MSE to rant, when the whole scenario could've been avoided with a trip to the store to try on the shoes if you were so adamant you wanted the 'right to refund' clause.

Lazarus_Blackstar

To be honest if you buy online from SD you have to pay £4.99 for delivery to your home, or if you want click & collect you STILL have to pay a charge of £4.99 to collect from in store. So either way you are stuffed.
Easier just to go in store to buy the items you want, less hassle & you can try before you buy.
They are very unpopular for this very reason as well as all the refund/exchange kerfuffle.

foxtrotoscar_2

Lazarus_Blackstar wrote: »

To be honest if you buy online from SD you have to pay £4.99 for delivery to your home, or if you want click & collect you STILL have to pay a charge of £4.99 to collect from in store. So either way you are stuffed.
Easier just to go in store to buy the items you want, less hassle & you can try before you buy.
They are very unpopular for this very reason as well as all the refund/exchange kerfuffle.

I think you'll find that Mike Ashley is minted...so SD is not that unpopular! £4.99 for delivery is less than what my time and fuel is worth.