feelin' a bit shafted

luckyscroller788 · Post by **luckyscroller788** » Sat May 28, 2016 3:20 am

Recently I traded in my Roughhouse, and am waiting on the arrival of my 2016 Hooligan from the dealer ( I wanted black, but the only one they had in stock was titanium). So, I have been looking at a few extras for the new scoot in the meantime. I been looking at the luggage rack, as well as the windshield kit. The other day I got an email from Scooterworks with their 15 % off Memorial Day promotion, and decided I would take advantage of the opportunity to save myself a few bucks. So, I placed my order for both of those items. Each item priced at $109.99,giving me a $219.98 total before the 15% off. They advertise free shipping on any order over $100, like most outfits do. After the 15% off, my total was $186.98, and I was happy with that. The windshield is on backorder which I am ok with waiting for since I don't have the scooter yet anyway. I proceded to checkout with paypal for that amount just like prompted to through the website. The next day I had a message saying the transaction didn't go through, and Scooterworks sent me a message saying I was only being billed for the rear rack, since the windshield is on backorder. That made sense to me, but they are wanting a paypal amount of $110.46 for that rack!47 cents MORE than its normal price ! We contacted them today to see exactly why this is, and their explaination was because after the 15% off of the full price, it made the price of that one item less than 100 bucks, therefore I must pay a shipping charge.
Its not MY fault the windshield is on backorder. Its not MY fault their policy is to split up one order into multiple orders in cases such as this. If that's normal policy, why isn't that stated and why would it request me to pay for that item, then the next day change and request me to pay more for an item then is listed on their site? Why should I be expected to pay more money for something just because THEY don't have the advertised items I order in stock? True customer service in my opinion in this situation would be to bill me for the total amount including the promotional 15% off, giving me the free shipping advertised, and advise me that I could cancel the order for the backordered item without penalizing me because they didn't have it in stock, OR bill me for the stock item with the advertised 15% off promo, and waiving the shipping charge because it isn't my fault they didn't have the rest of my order in stock, and either put me on the backorder waiting list, or advise me they can not fill my order at all.
Am I way off on this, or does it seem like bad business to charge a customer more for an item by using a 15% off code than if I just ordered it not using the special code, when clearly an order of $186.98 qualifies for an "any order over $100 free shipping"?

charlie55 · Post by **charlie55** » Sat May 28, 2016 12:57 pm

I just took a look and the windshield is listed as being out of stock, and their "policy" statements don't seem to include the ordering/billing norms in such a situation. I think it would have been more forthright for them have framed the sale as "15% off everything in stock". Also, if their ordering/inventory is coordinated through the website, you should have been warned of the situation at checkout time. I wouldn't attribute the foul-up to bad intent though, just a failure to cover all the bases in their order processing. For the sake of good customer relations however, they really should just eat the shipping charges in this situation.

iwannascoot · Post by **iwannascoot** » Sat May 28, 2016 1:09 pm

I looked for the disclaimer "in stock items only" also and did not see it. Usually these sales are for in stock items but they do not state that anywhere I saw.

I would chalk this up to not having a state of the art website.

Billy

dasscooter · Post by **dasscooter** » Sat May 28, 2016 4:34 pm

That website is pretty new and still quite buggy. I had some issues yesterday.