I NEVER review companies or products, this circumstance was just that... bad!
Delivery was FAST - as always
Part of a $350 order - everything arrived fine
Monkey Customer Service was easy to reach, yet, gets low marks.
The product was the wrong size / the size chart was wrong... no "close" about it - this is a MATERIAL mistake and error in advertising the product.
Monkey Sports would not exchange, or return. More important, Monkey service did not call back as promised. And Monkey sports would not take the issue to Bauer Service for remediation. So, the customer is at a complete loss.
And that is fine. I am not trying to "fix" Monkey sports, or, make them better, I would advise others of this defect in service and poor customer experience - to consider all options when making purchase decisions. Clearly, HM is not interested in doing much more then collecting $s' and Marketing. Would love to know why they protect internal supply chain from customer feedback - I would fault Monkey management for not being engaged or empowered to improve the customer experience.
In fact, the size chart is WRONG - given, this is a BAUER size chart, and HM would think they are exonerated based on publishing a supplier guideline on fit; yet, that is not good enough.
My kid is a very lean, just turned 8yrs old- at 49" tall, and a 23" waist. Small for his age. I ordered a small [7-8yr old] / 23.5-24.5" waist for my son.
The next size up is 10-12 medium@ 24.5-25.5" waist and a "TEEN" cup!
OK, well, the small is so tight to his waist - its not workable. Strings fully un-tied, you can't get a finger width between. Either its a manufacturing defect, misrepresentation, or, otherwise -
Bottom line, Monkey will not take it back in exchange [with full tags on], they are not willing to take it up with Bauer to evaluate the size guideline. So, buyer be ware - Misrepresentation exists in the guide of this product, it needs to be resolved, I am out $50. And Monkey did not step in to provide any assistance.
Suggest going to a local sore, or, buy from several on-line retailers that allow full returns for all items purchased, and are more willing to utilize supply chain to assist with positive customer experiences.
UPDATE:
HM did reach out... 2 wks after the circumstance, and offered to return the item.
It is not clear if HM is monitoring social media, etc... or, if this was a VERY delayed QA type response to the conversations with customer service. In any case, it is worth noting that HM did refund the total amount of the item purchased. Just the same, it was a poor customer experience.
Don't buy if you have any concern with FIT, Product, Choice, etc.
Bottom line, don't do business with Monkey Sports if you even think you might need to return something. They are really BAD.
I WILL POST MY WEB CHAT WHICH SHOWS THIS DISHONORABLE BUSINESS DOES NOT HONOR WHAT THEY ADVERTISE AND DOES NOT HAVE ANY ISSUE LOSING A LONG TERM CUSTOMER OVER LESS THAT $20.
BAIT AND SWITCH SCAMS - STAY AWAY.
WEB CHAT 2/17:
Mindy E. Hello How may I help you?
Customer: Hi, I am a loyal HM customer. I received an email, (as i do daily) about the Presidents day sale. States 20% off EVERYTHING. I did not need or intend to buy anything but with 20% decided to look into getting a new pair of skates. I called my local store and asked if i could make the purchase in store and was informed that it needed to be online. I went to the store and tried on skates, picked a pair. Drove home to order them and the discount doesn't apply.
Mindy E. Which skates pelase
*Please
Which skate model is it?
Customerr: Bauer Vapor X60
Mindy E. Yes, that particular model has the following disclaimer on the page that reads: Minimum Advertised Price Item: This item is not eligible for discounts.
However, we can offer 10% off please include the following note in the comments section and we will apply the discount after you have placed the order: 10% off per chat with Mindy 2/17.
Customer: Mindy, I appreciate the 10% but feel very misled by the email that states 20% of EVERYTHING. Not 20% off most things or exclusions apply and then after i waste my weekend driving a state away not EVERYTHING is on sale. It's not a large purchase or a lot of money but the principle of luring me into a purchase i only began due to the sale and then not honoring the 20% is more than enough of a reason for me not only to make this purchase but to no longer use HM as my, and my son's store for equipment. Have had nothing but good experiences with all my purchases thus far but this is just plain misleading and wrong. The email and your webpage say 20% off EVERYTHING.
Mindy E.It is also advertised that some limitations apply, it's available online only, and the discount cannot be honored on manufacturer-imposed pricing restrictions. 10% is the best that can be offered.
Customer: Where?
Mindy E.The fine print - I can see it on the front page - it's at the bottom of the banner - on the blue stripe.
Customer: Why does it state EVERYTHING if everything is obviously not on sale?
11:30 amMindy E. Unfortunately I don't create the banners myself, as I can see where you are coming from. But, that is why there is fine print at the bottom.:-/ Sorry about that.
Customer: Mindy, how do i get my email address removed from the Hockey Monkey "sale" emails that i get daily so i do not waste any more of my time. I will no longer be a HM customer and plan to make sure everyone on the various teams my kids and i are associated with know that you are a misleading company.
Mindy E. Simply click the "unsubscribe" link at the bottom of the email.