sport-conrad.de : definitively unsatisfactory service!
The first impression should always prevail : It is difficult to navigate on their website, especially with Android. As an example, I noticed the absence of phone number to call for assistance.
However, as the prices were fair, we opted to try it, by ordering two sets of skis with boots. That was the beginning of an incredible adventure, which is not yet ended.
Once the shopping cart was completed, my North American card was refused. To checkout, I had to use an European card of my family. The order confirmation, in German mentioned that the shipment will be done within 1-2 working days (in 1-2 Werktagen versandfertig). Surprisingly, some days later, my North American card company called us to ask about the debit which was refused by Conrad website. We were then scared to be charged twice.
The wish I had at time of ordering, concerning the billing, was answered by Conrad as late as 5 days later. Added some other slow email exchanges, the shipment was even further delayed.
Eight days after the order, the shipment was finally done by Conrad, in two packages instead on one. The shipping cost was double as much as what told by Conrad before ordering : 2 times EUR70 for that (not so bulky) shipment of 21kgs.
I realized later that this split will also imply doubled brokerage costs. Apparently splitting it makes it is easier or faster for Conrad export. However, it should have been mentioned on their web site and at the time of the order.
Conrad used the "UPS Saver" delivery mode. Both packages were blocked by UPS 2 days on their way. In further communications, it was noticed that the tracking numbers have be mixed up between the two packages.
One of the packages was delivered 14 days after the order.
Customs refused to clear the second package. Among the reasons heard from the broker: unclear invoice. Part of the invoice is written in German, what is according to UPS, the main cause trouble. As the German VAT of 19% is deducted for exports, and there is quite a package discount, it is difficult to compare the price of the goods invoiced with the ones posted on the web pages. These discounts should better be clearly mentioned on the invoice. Furthermore, the price stickers were still on the items received. They should have been removed as the prices on those stickers were much higher than the invoiced prices. It is understandable that customs are confused. According to Conrad’s customer service it never happened before.
To tackle this problem, the assistance of Conrad's customer service was exaggeratedly slow, inadequate, with unnecessary contempt, and ineffective. Conrad’s customer service was asked for proof of payment by UPS and they sent again a wrong document, which again needed translation. By that, additional delays and handling costs were incurred.
Once their number obtained, it was very hard to reach Conrad's customer service on the phone, always busy. Finally, when it was possible to get through, it was to learn that that the emails from UPS were not answered by Conrad because an employee was sick, which explained delays…
The second package was finally cleared by customs without much help from Conrad, and delivered more than 20 days after the order. It took an excessive number of phone calls and emails with Conrad and UPS, which had their cost. Furthermore, it was hard to agree to a precise delivery schedule with UPS. For both package we regret that the courier did not want for us to check for intactness and completeness of delivery before payment of delivery fees. Once paid, he just went away. It was quite an unpleasant.
Afterwards, once the second package opened we notice that the bindings on one of the ski has a broken part. We also noticed that the packaging of the skis was not sufficient. According to Conrad's instructions we should had handled this transport damage directly with UPS.
The delivery of the second set was so late that I had to find another equipment for my planned ski trip, at an additional cost as well.
Last but not least, the assembly of the Dynafit TLTSpeed ski bindings are not conform to the manufacturer instructions (sent with the set).
As these bindings are difficult to mount, it is a request from Conrad that the ski boots are ordered simultaneously with the skis. So we decided to also buy new boots, even we would have preferred to try the boots before paying.
At receipt we noticed that the gap between the heel part and the boot is too narrow (it is 2.5mm instead of a safe 4mm gap), even when the binding is set at its rearmost.
I was very displeased to notice that the ski boots have not even been put once on the mounted bindings. That basic exam would have definitely left some scratches or marks on the boots.
The repair of this poor assembly work will be difficult, as in addition to the screws, the bindings are fully glued to the skis. It will imply damages to the skis, as it will require other holes drilled quite close to the first ones. That will also be costly.
