Garmin International Lincoln Road Retail Store — Local services in Miami Beach

Dear Mr. Clifton Pemble,

Good morning Mr. Pemble,On April 14th 2020 I decided to buy a “Garmin Forerunner 945” I decided to buy it over the Apple Watch the forerunner was $599. I wanted to try something different and it looked more exciting with extra features. Upon my purchase I got the free 2 day shipping which I was very excited about. After 2 days pass I check on my order statues and it never even left the facilities. I decided to call the Garmin customer service support line early in the morning on April 18th 2020. When I called a spoke to a gentlemen who told me “It’s odd the package never left our warehouse” I asked him if he could just cancel my order and refund me since it was such an expensive watch and I just wanted my money back, he replied and told me he had canceled my order and will be emailing me shortly in 15 mins with a conformation of my refund. After waiting nearly an hour and having to rush to work I never got an email. Later in the evening after getting out of work I had to call the Garmin custom support line and waiting half an hour after half an hour and a lady picked up I explained to her the situation and she replied back to me and told me “It seems like the gentleman never canceled your order and an refund wasn’t issued.” I asked if she could cancel it she replied “No, FedEx might have a shipping discrepancy and it might still arrive today” told me to wait if nothing shows up call Monday. As I waited for a package to show up that day that I knew wasn’t I wasted my whole night and nothing showed up. So I waited Monday April 21st and called the Garmin customer support line having to wait another half hour that day I spoke to a customer service named “Haley” I had told her about my situation and immediately requested to talk to a supervisor. She told me “I’ll help you and we can stay in touch” after discussing to her my situation she told me she filled out a “shipping discrepancy and a refund will be issued to me and I had her email it to confirm it with me. As the next day passed to check for a refund and nothing was there. I called the next day and spoke to a gentleman named “Kevin” on April 22nd 2020. I also immediately requested to speak to a supervisor and he told me the same thing. “I’ll help you and we can stay in touch” after explaining him my situation he had emailed me with a conformation of the cancellation of the order and me getting my refund in 5-10 business days. Later the same day I get an email from Garmin says my order has been shipped out and will be arriving in 2 days. Which was very frustrating because they literally told me it was just canceled. So after receiving the Garmin a week late on April 24th 2020. I had to file for a return and ship the watch back out. After having to pay $30 for shipping for a watch that I was told multiple times was canceled I had to wait 3 business days for the package to arrive and Garmin to send me my refund. Finally am today after weeks and weeks of waiting to finish dealing with all this nightmare I got my refund back. Mr. Pemble if this is your email. I just wanted to tell you this was the WORST EXPERIENCE IN MY WHOLE ENTIRE LIFE with a company. I will NEVER EVER purchase a Garmin product ever again and truly hope you get this email. I’m very very disappointed with everything from the watch to the customer service. I will never deal with such a horrible company again. I have emails to prove that the customer service emailed me too.

P.S. this was all done online and through the corporate office and there customer service number, but there was no where to email or write a review so I have to write it here to share my...

What a exemplary customer experience!

I bought a Forerunner 645M from Amazon to be delivered to my hotel during a short stay when I was in Florida (Boca Raton) on a business trip. The device arrived but unfortunately it was defective out of the box and it would not charge. I had never returned anything to Amazon plus with a busy schedule I could not spare the time to explore how to do it. Fortunately I found out about this official Garmin Store in South Beach and decided to give it a try before flying back to Latin America. I had a extraordinary customer experience were both Angela and Matt were able to walk me through the whole return process (even printed my return labels and directed me to the nearest UPS store to ship the product back) - which was pretty straight forward. Then I went back to the store, an bought a new unit (now with an all black bezel - nicer than the one I had bought online) which Angela helped me out test it, set it up, update it. I was happy to come back to my home country with an awesome running watch and my first customer service experience from Garmin, which was very positive, thanks to Angela and...

Very disappointing experience. I went to the store to compare models for hiking/trekking (as a gift for my sister), but the salesperson ignored me while helping others who arrived after me. When he finally spoke to me, I explained what I was looking for and he simply said, “none of those models work for that,” in a very dismissive tone. When I asked if they had GPS, altitude, or route tracking, his only answer was, “they’re the same.” No effort to explain, no guidance, just attitude. After I decided on one, he came back saying it was “sold out” — right after I had seen him sell the exact same watch to another couple. When I asked if I could order it or find it at another location, he said, “No, the store is closing Friday for remodeling,” and only offered me another color. His behavior was rude, unprofessional, and disrespectful, so I walked out and bought the watch at Best...