Yesterday I ordered some hockey gear from hockeymonkey.com. The prices listed were awesome and I really felt great about the purchases I was about to make. Their selection especially was incredible! I should add that I am horrible when it comes to buyer’s remorse but in this case at no time did I feel that. I was happy I was going the online route for this gear. But one thing that always bothers me about online purchasing is the time it takes to deliver. I am a frequent online shopper and it never seems to amaze me how long it takes for items to be delivered. FedEx especially loves to sit on it one more day AFTER it has already arrived in town! So, as I needed this equipment by Friday and didn’t want to take any chances (I already missed out on playing last week and I am not going to let that happen again this week!), I opted for two-day shipping with an expected arrival being Wednesday. Good enough. Worst case scenario I would get it by Thursday. So after browsing for an hour and picking out the best gear for the best deal I begin the checkout process.
Here is where I start to feel like I might be making a mistake.
I fill out the whole shipping info..yada, yada…but when I get to the billing info I submit a different address. No big deal right? One, who hasn’t at some point shipped to another address? And second, especially if you’re a college student and moving around a lot or graduated like me but not yet settled…most likely you’re old home address is still your standard. I mean, I like the fact that no matter where I am at, I still know important stuff is going to one place. Besides, I am paperless when it comes to about everything so very rarely do I get anything. But when it comes to my bank where it isn’t that easy to switch addresses – I just haven’t gone through it yet as I don’t feel like I am really in a place I call home. August this will change. At this though, it tells me I need to submit my banks contact info. I am a little curious but somewhat understand and do it. After reading the lengthy wording they give on the issue though I start to feel that this is certain to turn into a hassle. As I get to the shipping selection, the price of $50 for shipping with a $5 stocking fee really turns me off and I start to question who I am dealing with. It starts to make this bargain of a spree…well, not one.
In the end though, I submit it all and accept it. I am paying for convenience plus, it hard to find this stuff at the stores around here. Hockey stores never seem to well stocked. That made this site incredible to me. I also spent an hour going through it. So done deal, right?
No. The hassle I was expecting came through.
My bank refused to verify some information of which I am glad. Hockeymonkey.com makes it seem like they can simply call a bank and get your info. I’m glad my bank refuses to work with third parties when it comes to my account. I would have been glad to have called my bank and told them to verify to the site I was in fact me even though I was sending it to another address. Instead though, hockeymonkey.com tells me they will only be satisfied if they receive this:
1) Front and back of credit card
2) Photo Identification
3) Copy of bank statement
4) Copy of telephone bill
Not just one of these items…ALL OF THEM! For hockey equipment! I mean, this is like a background check! You don’t need all of this stuff for a passport! Now, I may be writing somewhat out of being pissed off but more so I am just shocked! Does anyone else think this is ridiculous! Again, this is for hockey equipment! Not a gun! I understand the importance of security, I even gave the CID(?) number that is on the back of the card proving I have the hard copy on me. But what I can’t understand is that an online retailer would want to make purchasing such a hassle and they certainly lost this sale! I am also sure I am not the first and only. If a business was smart they would of course have security standards, especially in this day and age. But such lengths is ridiculous and bad for business. I would in fact feel uncomfortable giving them this much info in these times!
Simply put: this is ridiculous and bad for business.
On a good note, with the other painful part of the transaction being the shipping costs thus really not making it so much a deal anymore, I was able to go down to Players Bench and found the exact same product for just a little more than what hockeymonkey.com was asking for but I didn’t have to spend for shipping now. Just gas (yes, I know…). Plus, I can return it if there are issues. The site had a clause that nothing on ’sale’ can be returned. One problem though:everything was discounted thus I guess nothing can be returned! That’s there way of preventing customer service if there are issues and anyone who has studied online retail knows there are TONS of returns and issues when it comes to retailing this route. But I think the upside of being able to be a store front to everyone outweighs this problem and besides…happy customers is the most important aspect of any business! Returns suck..but when done right they foster customer engagement and create loyalty!
Thoughts?
I totally agree on your final thought about returns. I am big on them, so it’s likely that unless a product is something I need (or at least perceive the need for), I may not buy it from a retailer without an adequate return policy.
I’ve almost completely stopped shopping at American Apparel because they only allow for store credit. What is that about?