Sports Basement Sunnyvale — Attraction in Sunnyvale

I went to the store at Sunnyvale on June 6 at noon. I decided to purchase a Prelove ski board. The mark price is $388. I brought it to the front to pay. A young lady whose name Kayla was there. I talked to her and ask her for some discount. I show her the web page of EVO on my phone, told her that the same model (Brand New) is on sale right now. Kayla counter offer me $300 for the Prelove one. I accepted the offer and paid, got the receipt. then I ask her to keep it inside until I come to pick up later

In the afternoon by the time around 5pm, I came to the store again with my son, daughter and my mom. I show the receipt to the staff, A young man whose names Jeff came out from the office and talk to me

He told me that I pay the wrong price. He refused to give me back the ski board but provided me two options, either I pay more or cancel the deal then refund me.

I told Jeff that is not right. I told him that because I have already paid for the merchandise. Your company took my payment and the ski board is belone to me lawfully. You can not cancel the deal without I agree. I want to take the ski board back with me

Jeff still refused to do so. He said I pay the wrong price because I kept ask for the discount in the morning. I also put pressure on the staff, the young lady Kayla. That is why she would sell me the ski board with a lower price

I think customer ask for discount is very common if they feel the merchandise is priced too high. It is not a wrong thing to do. Of couruse, business also can decline it. There is nothing about right or wrong.

And the most ridiculous thing is Jeff said that I put pressure on Kayla, make her sell me the ski board with a lower price.

Kayla is an aldult who works for a retail store, not a 8 years girl. If Jeff and Kayla think customer ask for discount are painful amd harmful to them. Then I think these two guys are disqualified to wrok for the retail business or industry

However, I got very angry so that made my voice were going up. Jeff said I was yelling at him, so he asked me to leave the store but still refused to give me back the ski board

My 10 years old son was watching. My five years old daughter was watching. My 75 years old mom was wattching. A lot of people are watching. They were waitng in line to pay. They were seeing this happening. I was being kicking out of the store.

He prohibited me to get enter into the store even though I am going to purchase two more ski kit. I was being humiliated in front of a lot people by the store manager— Jeff.

I am a normal shopper. Went to the store, paid for the merchandise, transation went through. pick it up later. But my personal belonging was detained unlawfully for a ridiculous reason by the store manager. Also being humiliated in front of the public

This matter end it up with the police come and I had my ski board back

This is the worst shopping experience I have ever had in my life. I can not believe that Sport Basement hire such a idiot guy and have him to manager the whole store.

I am doing noting wrong but being treated in this way. I feel very very bad after this matter. I think Sport Basement should not hire this kinds of disqualified employees. They will harm the customer and the business

I am asking an offical apologize here from Sport Basement and Jeff, the store manager of Sunnyvale

—————————- Follow up

And the day after this review was posted, the Store Manager Jeff have one of his employee called me and explain to me what I was doing wrong , like asking for the discount multiple times……….( what? Customer ask for discount is wrong… hahahaha….),

discussed the problem in the store very loudly , yelled at the store manager…. etc. What? The store is detaining the customer’s personal belongings , but you don’t allow customer get angry?

the young man keeps saying that the store has the authority to cancel the deal, because the merchandise still in of the store. What?

And the conversation with the young man end with a threaten, the young man told me that if I go to their store again, they will ...

I’ve been a big fan of Sports Basement. I love the outdoors, and this one in Sunnyvale was a regular must visit for me with my weekly Costco trip. I think the customer service, selection, frequent sales, membership perks, and events are a true must-visit for me a few times a month.

However, this last time I went and returned an item I purchased back in November. It was a $40 item. This is only the second time I’ve ever returned an item, and the first time it wasn’t anybody’s fault.

I assume I had a manager help me because he gave me the 2nd degree on the return. It was a heart rate chest strap which a bike sales associate help me select, and assured me that if it didn’t work out for me, I can always bring it back.

Well it was the day. My second return ever to Sports Basement (includes all my shopping at Sports Basement).

Mr. Customer service asked me why I was returning. I said, I got a Garmin watch for Xmas which does the heart rate checking for me already, and the chest strap wasn’t getting used because it was cumbersome.

He said, so you’re returning it out of convenience.

Excuse me?

You’re returning it out of convenience. We aren’t a rental place for these.

Silence…. I’m stunned. I’ve become ‘that’ person in this guys eyes.

He’s looking down my long receipt (I bought about $1000 worth of stuff on that receipt - one of the big sales they had).

Well, I wasn’t looking at it that way… (I’m thinking, did I miss the policy on returns here? I hate returning things and this is the prime example why. Normally I’d just sell it used on Craigslist, but this time I was, for whatever reason, willing to come in, stand in line…)

Has this been used?

Yes.

Shakes his head. “Well that’s a total loss for us.”

Silence. Still stunned. Now I’m being shamed in public.

Well what do you…

“I’m still going to take care of this for you.”

At this point, I was thinking. I’ve spent several thousands of dollars this past year and I returned one item… and it was because it was defective…

Just as I was thinking… forget it…

He processed the return. I tapped my card.

I would have returned it much sooner. But I've been out of town. Got terribly sick. I was just starting to get back to normal to run errands.

It’s been about a week now since that experience. I still have strong feelings about this. A lot of people ask me why I'm selling a like new item (on FB marketplace/craigslist), and I tell them I'm against returning things. I know what its like on the other side of things, having worked in retail before and having sold stuff as a small business.

But still... I'll never forget the way he made me feel.

I guess I won’t be shopping here as much anymore. It’ll save me thousands this year. Well, I'll probably spend it at my favorite Co-Op instead.

Update: I still shop here. Again, not as much but we're still talking a few thousand a year. Mostly in the used and bike shop area. Bike shop area gets 5 stars from me. Great service...

I loved the experience of renting and riding it. Mostly riding it. SB provided good general service and knowledge.

I thought the staff was a little confused about there own process, but they let me pick-up the night before my reservation. That was nice. I turned the bike in early and they were willing to refund some money back. That was nice too. I was so happy with their policy of letting me enjoy the bike without enforcing strict times for picking it up and returning it and since I'm buying a bike that my rental cost will be credited to, I told them not to worry about the refund. Now I'm thinking I should have taken the credit since buying a bike turned out not to be as easy as I thought it would be. This is the reason for 3 stars and not 5.

They where under staffed and had one bike mechanic with good general bike knowledge but not specifically about the high end bike I want to buy. I'm yet to see how smoothly this attempt to buy a bike from them will go. While the mechanic said they can get it and they are so close to Ibis in Santa Cruz, which I guess, makes it easier for them. I still did not get any guaranty from SB this deal will go through. It's been an agonizing 28 hours, They have not gotten back to me yet on my Ibis order. They have a 30 day time limit on my credit from their own rental dept. Times-a-tick'n here guys. Since I'm buying a really expensive bike with an upgraded build, I think they should be a little more enthusiastic to sell it to me and at least confirm they will be able to get it at some time in the future no matter how long it takes, and tel me the store credit I have will be honored. I'm patient. I confident SB has a good relationship with Ibis. I'm confident SB can get the one I want. Just let me know you will honer the store credit no matter how long it takes you (not me). Because, I'ld buy it right now if I could. The fact this purchase is stalling is not my fault. This is frustrating to me, and making me think that SB is purposefully trying to make my credit with them expire. Lets get it together SB.

Also, they where having a 50% sale on the goPro Hero Black. There was a BIG SIGN that said "50% Off!!". "OMG I'm getting one!!!!" I said to myself as I was walking out with no bike deal in hand. "Oh sorry, we don't have them," said the store person..... WTF! What is...