subprof.com poor customer service

[whichul]

Attention to everyone who considers to buy product from SUBPROF.COM

I have ordered a speargun at the end of 2013 and my account was indicating me that I am waiting for stock. I was thinking "what the hell, why did SUBPROF even put up the gears on the net when they do not even have stocks". I have searched other blogs and they were telling me that the items can be delivered extremely late if they do not have stocks. I have sent them email four times now within 10 days and I have not got a thing from them. No email at all. That's absolutely pathetic. Their contact page states that they will come back to the customers within 48 hours. What a joke.

I have requested them to refund my money. Let's see how it goes.

Things to consider when you buy products from SUBPROF.COM
1) contact them whether they have bloody stocks before ordering one
2) expect that they will not answer your email. Do not get upset like me even though you do not get a reply from them. One day I hope you will receive an email from them.
3) buy things from your local shop because it helps your country economy.

i understand how he was feeling that time.. http://forums.deeperblue.com/threads/subprof-lateness-in-delivery-again.80569/

I am not the one who was getting pissed off by their poor customer service.

 

[Gab]

Thanks for sharing, I almist ordered from them a couple if weeks ago (luckily I didn't).

 

[whichul]

I have received an email from them and told me that the item was out of stock. They kindly offered the longer speargun which was bit more expensive. I have sent the email saying I would love to have a longer speargun. It is coming to me now. I will post more about the condition of product.

Remember. before ordering, please check with Subprof whether they have stocks. If they have stocks, the product will arrive soon.

 

[whichul]

I got the speargun in good condition. I have ordered second order now and they have contacted me within 48hours (stating that one of item is out of stock - recommending to change to the different one). Their customer service is now in top response. Recommend subprof.com!

 

[whichul]

I got the speargun in good condition. I have ordered second order now and they have contacted me within 48hours (stating that one of item is out of stock - recommending to change to the different one). Their customer service is now in top response. Recommend subprof.com!

 

[Mr. X]

A happy ending then

 

[Michael.J]

Hopefully there customer service stays like that, because I'm pretty much in the same situation! Ordered a speargun + other things and the speargun is not in stock. The only thing I'm worried about is that I've kind of booked a trip on easter.....

 

[Apneaddict]

I got nailed with massive duties on an order from them because of how they ship to North America.

Wasn't happy.
Won't order from them again.

 

[poildeq]

I do business with Josh at Neptonics or Andrew at Nautilus, and they have been very reliable and helpful.

 

[Apneaddict]

For spearguns, I have been very impressed with Mako.

For pole spears (and accessories, slings, shafts, tips, etc) I have been very impressed with Aaron Crist of cristspears.com

 

[Marty]

I've had a similar bad experience with SUBPROF.COM a few times now, they have a wide range of products and good prices but it looks like most of the stuff is out of stock. Last year I bought a set of carbon fins from them and when I emailed them a week later as to the status of my order I was told sorry its a new product and we won't have it for 6 weeks! I got my money back so it wasn't so bad. In December I wanted to order a shaft for my Omer roller gun which is hard to get so I emailed them to see if its in stock, got an answer back straight away, yes its in stock we can send it tomorrow, I bought it only to get an email saying sorry we don't have it, you can only have a thinner shaft, wtf? as I was going on a two week spearing trip I had no choice and had to take what I could as I was running out of time. This month I ordered gloves and socks, after a week they still havent sent it so when I emailed them they said sorry not in stock you have to wait 2 weeks, I've emailed them and been trying to cancel the order with but the only response was we send it to you soon. I had to take it up with paypal to try and get my money back and I am still waiting.
I feel stupid for letting them fool me so many times but I'll never deal with them again!

 

[divebuddy80]

Ordered a Aeris F10 couple of weeks ago. After placing the order the status was "awaiting stock". No response to an email inquiring how long it will take to stock up. Watch was shipped after a couple of days without any email notice.

Ordered some knives at 18/03/15. Account was debited immediatly. Today (24/03/15) order status is "pending" because of "awaiting stock". Think its hopeless to do an email request.

 

[Gazz]

They take forever.
I don't think they have any stock on hand. You make your order then they place an order with the supplier who shippes it to them then they ship it to you. Expect up to a 3 month wait.

 

[rero]

@ divebuddy80...
They are still playing that stupid game... I think you should not worry. I had same issue, also getting AERIS F10 from them. You buy it from them, and just then they order it from USA. It did come to me without any issues, also with delay and many e-mails to their customer service. I was afraid that they will screw me. Got it after month or so...
I had 4 orders with them. A part from waiting AERIS, no other issues.

 

[divebuddy80]

Update on Subprof customer service.

Ordered two pairs of Picasso socks on 01/07/2015. Booked my credit card immediatly. Got them four months later on 06/11/2015. I tried to cancel the deal but no email response.

 

[Gab]

I think an interesting information is missing from several posts: destination country. Maybe if people add this to their posts we can find a pattern (e.g. If you live in XX then you will wait on avg. X month(s)). I realize it probably also depends on what you order.

 

[whichul]

Another very bad experience with Subprof.com
This is how it started.

I bought Omer carbon fin blades. Box was undamaged. I initially thought there would be two blades as it showed on the website but it was only a blade. That is fine, I can order another one. But well well the blade was half-cracked. I could not believe it.

Contacted the company and they said I have to courier back to them with my own cost. They said sorry but no accountability they would like to sacrifice. So many messages that it is unfair for me to send it with my cost and I gave up and sent it.
They said I should not put their SUBPROF company on the courier because they do not want to get caught in Custom.
Sent it how they said I "should" put and the product got stopped by the custom and they asked me to sort it.

Requested for a REFUND and they kept on talking about something else - like they will send the new product once I clear the custom out.

Luckily my visa credit company refunded the money.

And then I left the feedback on their company - they implied they sent the undamaged blade and I claimed this is broken..OMG, surely no accountability. They even said they told me they would refund once receive the produce - which is another fib. If they could have organised return of product as damaged, they would be surely no hassle at the custom. They advised they will contact Visa to get the money back as they have sent the undamaged product to me and I am somehow telling them it was damaged.

I do hope another customers do not have to go through this ordeal. Hope they take more accountablility.

 

[Mr. X]

I've lost confidence in two of big web-based spearfishing retailers. I was going to order some equipment for my son this summer but just could not face dealing with them again. Instead I bought fewer, less specialised items locally. Their user interfaces are dog slow , making them painful to use. The Italian one particularly - it needs to be removed, re-designed, simplified and re-implemented from scratch using modern techniques to speed them up. The Spanish one has provided particularly poor products and poor service, often sending only one item when packets of multiples pieces where advertised and sometimes providing only partial refunds - which seems like a racket as these mistakes always favour them; they also sell some poorly made goods that did not meet specs. (their own published specs or European) - and which should have been discarded (i.e. not even good enough to be regarded as seconds). Their websites are poor, their service is slow and often unsatisfactory and their prices are not as good as they once were and their shipping charges are high.

Personally, I have had much better service dealing with shop-based web sellers, in England, Italy, France, Jersey and America.

If one of the UK shops started selling good spearing gear at keen prices (on the web and in-store), I think they would do a lot of business (a few already have some fair prices, some occasionally have good prices on a few items, but most only offer inflated prices on most/all items - which is disheartening). I would be willing travel to visit a good spearfishing store with good products and keen prices. Spearfishing has become a lot more popular in the UK over the last 10 years -- that was very clear this Summer -- probably a combination of better information and communication (DeeperBlue.com was mentioned by several spearos I met); more, better equipment made more cleverly with better materials; better prices (due to mass production, automation, China and Taiwan, etc.), a few more outlets/retailers selling specialist spearfishing gear.

 

[SubSub]

Mr. X. How about some namedropping?

 

[Mr. X]

Some of them have multiple names, domains and URLs. See previous threads on bad service elsewhere on the forum. The Italian one with extremely slow, complex, unpredicatable UI but otherwise reasonable was, I believe, Planet Multi-store. I think the other one (Spanish?) is sometimes called DiveInn but use other names / brands as well. Not good in my experience.