TackleDirect — Attraction in Northfield

What does Tackledirect need to fix? Answer the phone, fix your inventory control system for online orders, train staff to provide accurate information to customers regarding orders, initiate refunds in correct amount in a timely manner.

Short version: Poor customer service and online ordering system needs a serious upgrade.

Long version:

On July 4th, I placed an order (order number #737145) for several Daiwa SP minnows and some other miscellaneous terminal tackle for an upcoming trip. All of the items I ordered were listed on the website as being in stock and I specified two day delivery at additional expense. I received an emailed order confirmation. When I did not receive the items by the following Monday, I checked the order status through my account and saw that the order was still pending.

On Tuesday morning, 7/9, I called to check on the order. I got the answer system, advising me that all reps were busy. I opted to leave my number for a call back. When no one had called in over two hours, I called again. Once again, automated answering service only this time I remained on hold. After almost 30 minutes on hold, I hung up. About an hour later, I called back and chose the option to make a purchase. Amazingly, someone actually answered the phone this time. I gave the lady my order and she looked it up in their system. She told me that the items I had ordered were not in stock and they had to order them. I told her that all items were listed as in stock at the time I ordered them and as I needed them by Thursday for a trip to just cancel the order. She then told me that they had just upgraded their computer system and asked me to hold so she could check something. After being on hold for about 5 minutes, she returned and told me she had checked the warehouse and my items were in stock and that they would ship that day and that she would expedite the order. I told her once again that I needed them by Thursday and she assured me that I would have them.

On Wednesday night, I once again checked my account for tracking information and saw that the order still showed as pending.

On Thursday morning, 7/11, I called and after three calls was finally able to talk to a rep. Ryan told me that the items were not in stock. I explained all of the preceding information to Ryan. Ryan put me on hold and upon returning, told me that the items had been direct shipped from the manufacturer. He was unable to provide a tracking number and stated it was unlikely that I would receive the order in time for my trip as had been previously stated. At this point I cancelled the order. For what it’s worth, Ryan was polite and professional.

Although a long time customer of TackleDirect, I think I’ll look elsewhere for future purchases.

Additional: After returning from my trip on 7/22, I expected to see my refund credited to my account. Nope! Called and again send to automated answering and left my number for a call back. A day later on 7/23, a representative called me back and initiated my refund. Way to much work to do business with these people!

On 7/23 later in the day, I checked my account and saw I had received a partial refund of $84.04, not the $108.51 of the original order. I again called TD and left a call back request.

On the morning of 7/24, I received a UPS next day air delivery from TD containing two items from the original order that totaled $24.47, the amount missing from my refund. In looking at the included invoice, these two items were approved for shipping AFTER I had called to inquire about the refund! At this point I am beyond words for how screwed up this company is! Again waiting for a call back to resolve this mess. Do yourself a favor, buy your tackle...

I rarely write reviews but I need to express my less than pleasant experience, I had, the last two times I was in your store in July 2020. The 1st visit (beginning of July on a Saturday) I was shopping with my husband who was making purchases of various tackle items (hooks, lures, line etc). Upon arrival he noticed the store was not well stocked which was understandable as the store had just recently opened due to the pandamic. He also knows that sometimes if the item is not actually on the store floor, you have to ask store personnel if a particular items is in the back warehouse. I found someone in the store (middle aged man) if he was able to assist and he said to give him a minute. He never said he was assisting another customer. For about 10 minutes we saw him going into the back of the store to the front of the store, but never again came back to us. Since being ignored by him, we seeked out another younger employee to assist us, which he did. Upon going to the counter to check out, we see the original gentlemen we reached out to upon arrival at the store assisting another customer (never did acknowledge us again) He along with 2 additional employees were also assisting this same customer. We could tell this particular customer was spending a decent amout of money as 3 of the employees were running around and catering to this particular customers every needs and wants. Since being at the check out at the same time, we do know that the other customer that was being catered to spent about $600 that day. We spent about $100. I just had the feeling since we were not spending the same amount, our needs were placed on the back burner. My second experience which was on Friday 7/31, I was in the market of Rain Pants for myself. We couldn't find the rain pants on the floor (only bibs), so we went to the front counter to see if they had them in stock in the back. There were about 4 associates up there, 2 were ringing up other customers, the other two were looking as if they were doing something so I did not want to interupt, but none of the associates made contact with us or acknowledged our presence. After about a 5 minute wait, another associate came to the front and he finally asked if we were being helped, I said no we were not, and he then proceeded to help us. On this visit we spent about $120 (most of this purchase was from your warehouse stock and not the floor). I purchased rain pants and my husband bought some more tackle. My complaints are customer service (if an associate is busy) at least take two seconds to acknowledge a customer they will be right with us. The other complaint is the stock in the store. The store is still not fully stocked with lots of bare shelves. If not for my husband to tell me that they have stock in the back and you have to ask if they have that particular item, had I gone into a store by myself to say buy a gift for my husband, I would have looked for the item he wanted, and if I did not see it, I would have walked out of the store. This could have resulted in over $225 in purchases lost. It may not be alot, but we live 45 minutes away and shop at your store because you carry most of what we need that other tackle stores do not carry. I do however want to give kudo's to Alex (I think that is his name) as we was most helpful (both times) in looking up what we were looking for and getting those items from the back from us. Also in the past, when shopping online as well as checking on orders, I believe my husband has dealt with Tyler? and he has always been a great help to him...

Part 1

Part 2 listed below in a separate review entry

I don't know what has happened in 2019 but this business used to be one of favorite places to get my fishing tackle, especially some specialty items that BPS and cabelas doesn't carry. I recommend going elsewhere. Its not the worth the aggravation.

Incident 1: On Friday July 12th, I went online and and created order of approximately 13 different items and when I went to check out, I couldn't find a "pick up in store option." I live about 35 minutes away and wanted to pick up my order the next day. I called the customer service number and spoke with Bernie, and he explained that there isn't a pick up in store option and that I would have to pay for shipping and then they would immediately refund. ( I was kinda annoyed at this concept but I went through it.) The 13 different items that I picked according to the online inventory were in stock and I confirmed this with Bernie. I proceed to explain to him that I wanted to come in tomorrow and just pick up my order ( which already paid for), and leave as I would have my 2 year old son with me and I knew he wouldn't have the patience to let me shop without destroying something or getting himself hurt. He stated that it wouldn't be a problem, and asked what time I would be in tomorrow, and I told him between 9-10, and he stated that my order would be at the counter waiting for him. When I arrived at the counter on Saturday, the associate couldn't find the order at the counter and went in the back to see if it was left back there. After waiting for 10 minutes and the associate hasn't return from back. My 2 year old was beginning to lose patience and wanted to play in the store, and was getting upset because I wouldn't let him. I requested to see a manager, and Charles Mitchell came out and greeted me, and he headed in the back to look into the situation. After another 10 minutes go by, he comes out and states that they have a new inventory system and that they didn't pick the order, but they are picking my order right now. Thinking that there only 13 UPC's and all products are supposed to be stock so I figured it couldn't be that much longer. Well............ they didn't get the order picked for another 30 minutes, and they were missing 3 items despite being shown online and told my by their associate that everything was in stock. So I ended up being there for an hour having to protect my 2 year old which was the whole reason I called the day before to avoid this EXACT problem and I am not even going home with everything I already paid for. As annoyed as I was by the entire situation, I was trying to be somewhat understanding because I used to be in retail and on occasion, stuff like this happens, but the part of the entire experience that DISAPPOINTED me the most was the fact the manager didn't make any effort to make up for the inconvenience of me having to go through this situation. Didn't offer to take 15% off, give me some coupons, or comp part of my order ($93). He was nice and apologized multiple times but that doesn't make me want to come back every again since a similar situation happened 2 months prior. (see incident 2 down below.) To top it all off, this happened 10 days ago, and they still never refunded me my shipping they made pay for because they don't have a pick up in store option.

See part 2 for rest...