Bait and cancel

Bisch · Dec 15, 2016

Nice of BRP and the legions of other companies they offload their services to for the Black Friday sale that you have now simply canceled for me. Too bad they say.

The whole ship to your local dealer was a disaster as well.

Different answer from every person I've talked to, and BRP customer service simply saying we don't deal with that so you have to talk to someone else. We will review this internally, but no one will call you about this after the review.

Special thanks to Martin Motor Sports west Edmonton accessories for just canceling the order too. All without any notification. Making me spend 2 hours and a dozen phone calls trying to figure it out. That was special.

Why send out the ads and in the end just cancel the orders?!? It was just a couple pairs of gloves and goggles.

Never again. What a run around.

Hopefully someone will refund my money...

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Bisch · Dec 15, 2016

My favorite, was from Kibo, the folks that BRP have outsourced their online store to, noted that I could pay more for them to source from another dealer or warehouse. Bringing the cost up to what the retail was in the first place.

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imdoo'n · Dec 15, 2016

i would be calling the new pair of brp sales team on here.

Mike270412 · Dec 15, 2016

Need some more details J. You ordered some stuff online at a Black Friday sale? They just decided not to send it ? After charging your credit card?

Bisch · Dec 15, 2016

Mike270412 said:
Need some more details J. You ordered some stuff online at a Black Friday sale? They just decided not to send it ? After charging your credit card?

Yes. 2 pairs of gloves and goggles. Shipping options were to pay $55 shipping for a $70 order, or have shipped free of charge to a local dealer. I selected Martin Motor Sports. The day shipping will be 7-10 days.

3 weeks goes by and I haven't heard anything, so I go online and get an order support phone number. Get the royal run around there saying that I needed to pay shipping. After a couple rounds with this Kibo company they suggest I call BRP Customer service. I do, and they say they don't know anything about online orders, as they outsourced to Kibo. They say they will do an inter review, but I won't hear back from them.

Call Kibo back, and ask to speak to supervisor.

Supervisor calls me this morning, says Martin refused the order, but they were following up.

Then I get a call from Martin saying they do t have the gloves so they are cancelling the order.

?!?

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Bisch · Dec 15, 2016

JRB15 said:
Yes. 2 pairs of gloves and goggles. Shipping options were to pay $55 shipping for a $70 order, or have shipped free of charge to a local dealer. I selected Martin Motor Sports. The day shipping will be 7-10 days.

3 weeks goes by and I haven't heard anything, so I go online and get an order support phone number. Get the royal run around there saying that I needed to pay shipping. After a couple rounds with this Kibo company they suggest I call BRP Customer service. I do, and they say they don't know anything about online orders, as they outsourced to Kibo. They say they will do an inter review, but I won't hear back from them.

Call Kibo back, and ask to speak to supervisor.

Supervisor calls me this morning, says Martin refused the order, but they were following up.

Then I get a call from Martin saying they do t have the gloves so they are cancelling the order.

?!?

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I bought these from the BRP website from an email ad they sent.

Charged my credit card immediately once ordered online.

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Mike270412 · Dec 15, 2016

Merry fawkin Christmas. They could have at least used lube.

Bisch · Dec 15, 2016

Mike270412 said:
Merry fawkin Christmas. They could have at least used lube.

Seriously, right?!?

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AreWeThereYet · Dec 15, 2016

You mentioned MMS, this thread will get deleted soon.

X-Treme · Dec 15, 2016

Outing a problem with BRP & MMS.... let's see how long this thread lasts.

Summitric · Dec 15, 2016

Dam... Sorry to hear, jason. I was going to order online too, cuz was a really good deal, and then i got busy at work and totally forgot about it.... I'm sure it'll get sorted out soon, but, that is pretty much illegal(bait and switch).......... Worst case, call the credit card company and they can reverse all the charges, and won't cost you a thing. Woulda been nice to get the goods, though, at the advertised discount prices

snopro · Dec 15, 2016

I don't know if I should comment because not totally sure how this online thing works but I think you order online from this outsourced company then dealers have the opportunity to fill it if they have "all" of the items in there possession only. They then fill the order to this companies specs. Now here is where you may have been screwed over. If you selected MMS and they received a notification and couldn't fill it with instock items then there parts manager may have cancelled the order because he maybe was short one or more of the items so they may not be in the wrong? I think this Kibo outfit needs to supply or give you your money back. If there is any other dealer entities on here than can verify what I think how it works please correct me. Good luck!

MOMMA · Dec 15, 2016

snopro said:
I don't know if I should comment because not totally sure how this online thing works but I think you order online from this outsourced company then dealers have the opportunity to fill it if they have "all" of the items in there possession only. They then fill the order to this companies specs. Now here is where you may have been screwed over. If you selected MMS and they received a notification and couldn't fill it with instock items then there parts manager may have cancelled the order because he was short one or more of the items so they not be in the wrong? I think this Kibo outfit needs to supply or give you your money back. If there is any other dealer entities on here than can verify what I think how it works please correct me. Good luck!

That makes sense. What I don't like is that it reflects poorly on a solid dealer. Great for BRP to give consumers options, but if it turns around and bites their dealers in the kiester that isn't fair and isn't good for the overall brand reputation. I'd maybe talk to MMS to see if you could figure out a solution with them.

Bisch · Dec 15, 2016

MOMMA said:
That makes sense. What I don't like is that it reflects poorly on a solid dealer. Great for BRP to give consumers options, but if it turns around and bites their dealers in the kiester that isn't fair and isn't good for the overall brand reputation. I'd maybe talk to MMS to see if you could figure out a solution with them.

I tried, and it looks like they get to deal with this somewhat often. If they don't have the product, they only cancel the order.

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MOMMA · Dec 15, 2016

JRB15 said:
I tried, and it looks like they get to deal with this somewhat often. If they don't have the product, they only cancel the order.

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Super frustrating especially if it was for Christmas. Maybe they can figure out an alternate purchase for you. Hopefully BRP takes care of their dealers on this one.

deaner · Dec 15, 2016

AreWeThereYet said:
You mentioned MMS, this thread will get deleted soon.

I think the fact that he wanted to buy something at a discount clearly shows that he isnt MMS material. You need to just pay full price and develop a relationship.....and stuff like that

Bisch · Dec 15, 2016

MOMMA said:
JRB15 said:

I tried, and it looks like they get to deal with this somewhat often. If they don't have the product, they only cancel the order.

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Super frustrating especially if it was for Christmas. Maybe they can figure out an alternate purchase for you. Hopefully BRP takes care of their dealers on this one.

Click to expand...

Asked about that too, but they are not offering anything. Suggested I talk to BRP. Dead end there as they won't even talk about it.

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imdoo'n · Dec 15, 2016

kinda sucks big time? can any other dealer help you out?

Cat401 · Dec 15, 2016

MOMMA said:
That makes sense. What I don't like is that it reflects poorly on a solid dealer. Great for BRP to give consumers options, but if it turns around and bites their dealers in the kiester that isn't fair and isn't good for the overall brand reputation. I'd maybe talk to MMS to see if you could figure out a solution with them.

JRB15S said:
I tried, and it looks like they get to deal with this somewhat often. If they don't have the product, they only cancel the order.

Surely someone should be responsible enough to call the potential customer to explain that the order was cancelled and why...if that's their internal policy, whatever...the customer shouldn't have to spend his own time searching for answers only to find out it was cancelled. Someone (my guess is at the dealership level) is dropping the ball.

Bisch · Dec 15, 2016

This is what the website says. They certainly don't do anything like this.

How does In-Store Pickup work?
1You request In-Store Pickup at checkout and enter your Zip or Postal Code.
2We show you a list of authorized retailers in your neighborhood who may have your items in stock for immediate pickup.
3You select your favorite local store from the list. This store becomes your order pickup location.
4You also tell us where to ship the items if they are not available at the pickup location: to the store for you to pick up later, or to your home.
5If the store has your products in stock for immediate pickup, we send you an email to let you know they're ready.
6If the store does not have your products in stock, we have the items shipped to your home or shipped to the store for future pickup - whichever option you've specified. We send you email to tell you when you can expect the order to arrive.
7If we ship the order to the store, we notify you when it is ready to pick up. If you don't pick it up within 21 days, the order is canceled.
8Any time you pick up your items at the store, shipping and handling fees are on us. If we ship an order to your home, standard shipping charges apply.

Our Ship to Store Guarantee
If...Shopatron notifies you that a retail location has your items in stock.
We guarantee... that your order will be available for pickup at the time and location specified. If it is not, contact Shopatron and we will add a credit to your account.

Get started now
Enter your Zip or Postal Code. Choose a pickup location in your area. Specify what we should do if the pickup location doesn't have your items for immediate pickup. With In-Store Pickup, you have total freedom of choice in delivery.

What if you change your mind?
We're sorry, but we cannot change your secondary delivery option if we find out your order is not in stock and available for immediate pickup.

Bring your credit card and ID
To pick up your order, you must show the credit card you used to place the order and a government-issued photo ID.

Text Messages
Our text messages may not arrive at your cell phone, due to certain carrier restrictions. If you don't get a message on your phone, check your email.

From <https://checkout.can-am.brp.com/learn_ship_to_store_plus_pickup.phtml?lang_id=1>

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