Dennis Kirk Catalog store - bad business practices to double charge shipping Rush City Minnesota *REBUTTAL ...*EDitor's Comment: and your point is? REBUTTAL ..people migrat here from other small towns like Tupper Lake for these reasons.
Hello, my name is Jennifer Meyers, I ordered some Snowmobiling gear from Dennis Kirk, I requested that my order be shipped next day, which I did receive on time (yay for UPS), I had to pay an additional $40 dollars for this service, which was just fine with me. But now we get to the issue, when I received my items ordered from Dennis Kirk one of the items was the incorrect size. No big deal, I get on the phone with Dennis Kirk customer support thinking that I can send the item back and be sent the correct one, well ok, the representative was fine with this, but when I mentioned that I didnt feel that I should have to pay for next day shipping on the correct item, because it wasnt my error that the wrong one was shipped, the rep informed me that I would have to pay an additional $40 to receive the correct item next day shipping.
I disagreed with this and asked to speak to a supervisor, well, I got to the supervisor and was told the same thing, that I would have to pay the additional $40 again if I wanted to receive my item next day delivery.
Her rational was that I did receive the item next day, it didnt matter that it was the incorrect item. So if I wanted to receive the correct item, I would have to pay the second shipping charge. One $40 shipping charge for the incorrect item and a second $40 shipping for the correct item to be shipped.
She also to procede to tell me that this wasnt their error, they dont know who made the error, which this statement goes against the fundamentals of customer service of the customer always being right. So, at this point I am filing a stop payment with my credit card, returning all the items that I ordered and will wait to see what comes of this, Im sure this will be a long drawn out battle, but I am filing this complaint against Dennis Kirk, because it is just plain bad business practices to double charge shipping or even charge shipping once for items that are incorrect. Also, I have informed Dennis Kirk of the complaint I am filing to warn others of this unfair practice to customers. So buyers beware, Dennis Kirk does not care how much you pay to receive an item, or even if it is the correct item.
sincerely,
Jennifer Meyers
Faribault, Minnesota
14 Updates & Rebuttals
tusker
montauk,New York,
United States of America
oh, yeah!
#15Consumer Comment
Wed, June 13, 2012
i have ordered stuff from DK which i thought were defectively engineered...i ws told to return them.....the pegs extensions cost me about $36 plus shippi9ng....i was told to send them back....i did, and when they recieved them, they called and told me they wouldnt credit me anything.....they sent the defective junk back to me......
i ordered a 20d set of brake rotor to hub bolts......they sent the wrong ones.....i sent them back and recieved a $5.00 "gift certificate" from them....they flat refused to just send me aq check for the cost of the incorrect item......after i called them, they acknowleged they did not stock the correct bolts for my wheel, and refused the refund even in light of this fact.......
i believe they are a bloody ripoff operation and will never use them again.
i own a 32 year old FXWG, which i've owned for 32 years.....never buying parts from these jerks again....
about 70 dollars and a 5.99D refund........for junk....
ripoff
jim
truthBtold
USAtruth to this story
#15UPDATE Employee
Thu, September 02, 2010
As a former employee of the DK shipping dept, i can confirm that we are taught to rate all shipping high. Even more to those in AK and Hi. If you overchage by $5.00 on every order, and you process 100 orders a day average. 36500 X $5.00 = $182.500 a year. It is an intentional hard line on all orders... overcharge for shipping. FYI..we did more than 100 orders a day when i was there.
Scott
Gouverneur,New York,
Welfare? ..people migrat here from other small towns like Tupper Lake for these reasons.
#15Consumer Comment
Tue, October 15, 2002
Yes, there is a fairly high welfare rate in our town of Guverneur but there are two main reasons for this. One, we are a larger town in the northern NY area and we have the housing programs and facilities to cater to recipients needs.
It is a well known fact, especially to law enforcement that a high percentage of these people migrat here from other small towns like Tupper Lake for these reasons.
Two, we have had several large industries, mills, mines etc. leave alot of people unemployed in the last several years which has added to the depletion.
Yes, we did have an incident at the Casablanca Resteraunt but if you were familiar with the case and the people involved, you would know that the accuser in the case was a loose woman who bragged to a police officer about the incident before she cried rape.
John
Long Beach,Washington,
A lot of orders...
#15Consumer Comment
Fri, September 13, 2002
I have placed many orders over the past couple of years with Dennis Kirk and so far have not experienced any problems with their shipping practices or their return for full credit policy.JC Whitney makes LOTS of mistakes because their phone talkers do not listen where as the Kirk people are not robots but real people. Sincerely...
ROBERT
TAMPA,Florida,
DK ISSUES
#15Consumer Suggestion
Fri, July 26, 2002
I THINK YOU SHOULD TALK TO THE VP OR CEO OF DENNISKIRK TO RESOLVE THESE ISSUSE. OR TRY WRITING A LETTER TO THEM THAT ALWAYS SEEMS TO WORK. I HAVE ORDERED SEVERAL HUNDRED THINGS FROM DEENIS KIRK AND HAVE NEVER HAD A PROBLEM WITH,THEM THEY ARE ALWAYS PROFFESIONAL AND COURTEOUS AND HAVE ALOT OF KNOWLEDGE ON MACHINES.
THE ONLY ISSUE I HAVE WITH DENNISKIRK IS THEIR WEBSITE FOR SOME REASON IT NEVER SHOWS PICTURES ON VARIOUS IDEMS. THIS HAS BEEN A PROBLEM FOR MONTHS AND WILL ALWAYS BE UNTIL THEY FIX IT. THIS IS ANOTHER ISSUE CUSTOMERS ARE NOT FULLY AWARE OF WHAT THEY ARE PURCHASING,WHICH THEN CAUSES ALOT OF PROBLEMS BETWEEN STAFF AND CUSTOMERS. I HOPE THIS WILL SHED SOME LIGHT AND RESOLVE THESE ISSUES.
ROB G.
Richard
san antonio,Texas,
no problems ...and your point is?
#15Consumer Comment
Tue, July 16, 2002
I have ordered stuff from D Kirk for many years, motorcycle stuff and a few items for a watercraft, never ever had any problems with them, always got what i ordered, never had a problem with their service...
Richard
san antonio,Texas,
no problems ...and your point is?
#15Consumer Comment
Tue, July 16, 2002
I have ordered stuff from D Kirk for many years, motorcycle stuff and a few items for a watercraft, never ever had any problems with them, always got what i ordered, never had a problem with their service...
Richard
san antonio,Texas,
no problems ...and your point is?
#15Consumer Comment
Tue, July 16, 2002
I have ordered stuff from D Kirk for many years, motorcycle stuff and a few items for a watercraft, never ever had any problems with them, always got what i ordered, never had a problem with their service...
Richard
san antonio,Texas,
no problems ...and your point is?
#15Consumer Comment
Tue, July 16, 2002
I have ordered stuff from D Kirk for many years, motorcycle stuff and a few items for a watercraft, never ever had any problems with them, always got what i ordered, never had a problem with their service...
Benjamin
Rush City,Minnesota,
Response From Dennis Kirk
#15UPDATE Employee
Fri, May 03, 2002
Hello, I am an employee of Dennis Kirk, Inc. the company which this report was filed against. I would like to try to clear up the record.
It looks like Ms. Meyers' order was placed around the first of March 2001. Our customer notes are as follows:
"Cust[omer] upset because she ordered size XS for the mens bibs and said she requested size S. She even said the operator went over the parts with her and she indicated they were correct. She then tried to tell me she ordered bibs with a different pn [Part Number], when I checked that number it was for a jacket. She then said she had the wrong pn. I told her we could not verify the error and we would not pick up UP1[next day UPS] charges or refund for the original UP1 charges." - March 2nd 2001
The charges were $241.73, billed on March 01 2001 ($199.98 in merchandise and $41.75 in shipping), on March 09 2001 Dennis Kirk refunded $199.98, and on March 12 2001 Dennis Kirk refunded $20.88 for shipping.
I waited for Ms. Meyers to complete the story before posting this. It's been over a year, and I felt it was time to finish it. While Mr. Meyers may not be satisfied, I feel that we tried hard to make the best of the situation.
Philip
Warren,Ohio,
In defense of Dennis Kirk
#15Consumer Comment
Fri, March 22, 2002
I have never ever had a bad experience with Dennis Kirk. The customer service I have received has always been top notch, and the merchandise has always been top quality. The technical support service has always been personable and knowledgable and has over the years helped me to purchase the exact items to help me get the top most performance out of my motorcycle.
I disagree with the way this lady was treated and can only empathize with her as I have never had problems with this organization. I am sure through this report she will finally get justice but I am surprised that a fine organization such as Dennis Kirk would treat a customer in this fashion.
Philip
Warren,Ohio,
In defense of Dennis Kirk
#15Consumer Comment
Fri, March 22, 2002
I have never ever had a bad experience with Dennis Kirk. The customer service I have received has always been top notch, and the merchandise has always been top quality. The technical support service has always been personable and knowledgable and has over the years helped me to purchase the exact items to help me get the top most performance out of my motorcycle.
I disagree with the way this lady was treated and can only empathize with her as I have never had problems with this organization. I am sure through this report she will finally get justice but I am surprised that a fine organization such as Dennis Kirk would treat a customer in this fashion.
Sounds like a real hose job from DENNIS KIRK, but wait it gets better
#150
Wed, January 02, 2002
They filed the following rebuttal to the above Rip-Off Report:
Their email: oty@alaska.net
Their name: Al Remke
Their relationship to the company: Consumer Suggestion
Rebuttal:
I have order several item from Dennis kirk in the past.
Most of the orders were for snowmobile gear and equipment.
I can only recall one order were all the items were correct as ordered.
On one particular occasion I ordered a snowmobile cover for an extended track machine. While talking to the salesperson with DENNIS KIRK I emphisized the requirement for a long cover to fit the extened track.
I was told that the cover being sent would fit machine, and if there was a problem it could be returned within thirty days at no liability to me. SOunds like a sweet deal right? Well, think again!
After receiving the cover I found it would not fit.
I called DENNIS KIRK and was told to ship it back for a refund. When I asked for a shipping account number I was told that I would have to pay for the shipping charges both to and from,
because DENNIS KIRK would not cover them. When I told the customer sevice agent(I use that term lightly) That it was DENNIS KIRK that made the mistake not me, I was told thats
just the way it works. SO after absorbing $63.00 in shipping charges for an $83.00 item I am feeling a little irate.
After all, I ask to sales clerk to be absoultely sure they were sending me the correct item. What else should a customer do? Shouldn't you be able to depend on a sales clerk's ability
to have a basic working knowledge on their inventory? Or, maybe DENNIS KIRK pays them on a commission basis, you know...the
more you sell the more you get paid.
Sounds like a real hose job from DENNIS KIRK, but wait it gets better. That was on 05 NOV 01, as of 02 JAN 02 I
have not received a refund for the product. After calling DENNIS KIRK I was told they have no record of the returned item
being received. I sent them a copy of the Postal return receipt
indicating that some one in their organization acknowleged receipt of the returned item, almost two months latter and I am still out of $143.00 dollars. Incidently, the correct cover in a heaver material cost $133.00 at
local Polaris dealer.
So wht do you think? Will I deal with DENNIS KIRK again. Not a chance in hell, if my machines breal and I can't find parts, I'll crawl on the frozen tundra before I use the DIS-SERVICE of DENNIS KIRK again.
With extreme disgust,
AL Remke
Their prices are usually pretty good and quality is good also.
#15Author of original report
Thu, December 27, 2001
They filed the following rebuttal to the above Rip-Off Report:
Their email:(((REDACTED)))
Their name: Jay
Their relationship to the company: Devotee
Rebuttal:
I ride Dual Purpose and Quad. I also ride some street. I do not own stock in or have any family or friends who own or work at DK.
I have bought over $700 in various dirt bike and quad parts and
accessories from Dennis Kirk over the past 8 years. Their prices are usually pretty good and quality is good also. Their staff are very knowledgeable about every facet of quads, cycles, street bikes. I usually have my stuff shipped UPS ground to pay the lowest prices, so I can not comment on their practice of charging Ms. Meyers two times for an item they shipped wrong; Except to say, I have returned stuff to DK and their
return policy was fair.
I think Ms. Meyers is going about her complaint the right way, but I still hope Ms. Meyers problem gets resolved ameniably for both parties.
Jay