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Champion Helmets - Bait & Switch Order


oktothorpe
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I do NOT recommend purchasing anything from Champion Helmets (https://www.championhelmets.com), they did a bait-and-switch on my order and refused to honor the original deal.

I purchased a helmet from them with a bundle deal to include a spare visor. Rather than notify me the visor was out of stock or contact me in any way, they initiated a, "partial refund," for the visor without my consent. I spoke with a representative on their chat portal and suggested they send me an alternative visor in it's place to maintain the original deal, and support said they would only do so if I paid additional shipping fees.

TL;DR: Champion Helmets altered the order I made after I sent payment without my consent nor did they attempt to maintain the original order deal I had paid for, below is the transcript and the original order.

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Quote
Chat started on 23 Jan 2023, 03:37 PM (GMT+0)
(03:37:36) *** Visitor 44231991 joined the chat ***
(03:37:38) Customer Service
Welcome! Can I help you with anything?
(03:39:27) Visitor 44231991
Hi is my order shipping with the Panovision Visor? Order [REDACTED] is only showing the helmet being shipped
(03:40:54) *** Customer Support joined the chat ***
(03:41:05) Customer Support
let me check that for you.
(03:45:34) Customer Support
the visor has been not shipped out, it has been sold out and there is no expected restocking date available.
(03:45:45) Visitor 44231991
Oh
(03:45:58) Visitor 44231991
Okay, will it ship out eventually when restocked?
(03:46:11) Customer Support
therefore my colleague has refunded the visor and wanted to send you an email right now.
(03:46:47) Visitor 44231991
I'm being refunded $70.91 for the visor?
(03:47:16) Customer Support
€33,06
(03:49:47) Visitor 44231991
Can you send me the dark gold iridium instead? It's listed as in stock.
(03:50:09) Customer Support
we have already refunded the visor and shipped out the helmet.
(03:50:30) Visitor 44231991
€33,06 does not equal $70.91 in the order
(03:50:31) Customer Support
we cannot change it.
(03:50:57) Customer Support
the visor was free in your order, we have refunded the half of it as a gesture.
(03:51:12) Visitor 44231991
Yes but I ordered the helmet because it was free
(03:51:36) Visitor 44231991
This is a bait and switch
(03:52:21) Visitor 44231991
You can't list a deal and then revoke it after the customer has paid
(03:52:30) Visitor 44231991
It's not what I ordered
(03:54:47) Customer Support
you order a helmet, whith a bundle deal, unfortunately the visor is out of stock and it wont come back anymore, therefore we have refunded you €33,- for the visor.
(03:55:31) Visitor 44231991
I ordered a helmet with a visor, you're saying the visor I wanted is out of stock, I suggested sending another visor
(03:55:50) Visitor 44231991
I never consented to losing the visor or being "refunded"
(03:56:25) Visitor 44231991
Please send me the dark gold iridium visor that is in stock
(03:58:37) Customer Support
let me check what i can do.
(04:01:38) Customer Support
the package has been already shipped out i cannot add the visor and the refund has already processed as well.
(04:02:14) Visitor 44231991
That is not a solution
(04:02:23) Visitor 44231991
I ordered a helmet with a visor
(04:02:38) *** Customer Support joined the chat ***
(04:03:02) Visitor 44231991
The least you can do is refund the full $71.91 so I can buy a visor elsewhere
(04:03:08) Customer Support
You ordered a Helmet and Visor, correct. Helmet was shown as available within 1 -2 busines days while the Visor was shown out of stock.
(04:03:36) Visitor 44231991
The visor was in stock when I ordered
(04:03:39) Customer Support
As there is no restock date for the Visor we have cancelled it and refunded you €37.02
(04:03:56) Visitor 44231991
I suggested giving me an alternative visor that is in stock currently
(04:04:38) Visitor 44231991
Please either send me the dark gold iridium visor or refund me the full $70.91 so I can purchase the visor elsewhere. What you're doing is a bait and switch
(04:07:04) Customer Support
The maximum amount for the visor has already been refunded to you, this will be visible to you within a few days.
(04:07:31) Visitor 44231991
This is not a solution and you're screwing over the customer by altering the deal without the customer's consent
(04:07:33) Customer Support
If you want a different visor, we can offer it with a 50% discount, please note that shipping costs will be added
(04:07:45) Visitor 44231991
That is not a solution
(04:07:51) Visitor 44231991
You're screwing the customer
(04:07:53) Customer Support
when ordering you could have seen that the visor is out of stock, this is clearly indicated.
(04:08:04) Visitor 44231991
It was in stock when I ordered
(04:08:10) Customer Support
can I help you with one of these options?
(04:08:26) Visitor 44231991
Please send me the dark gold iridium cisor
(04:08:28) Visitor 44231991
visor
(04:08:59) Visitor 44231991
Otherwise I will be issuing a chargeback through my credit card, you're pulling a bait and switch
(04:09:36) Customer Support
That will then be a separate shipment for which you have to pay shipping costs
(04:09:52) Visitor 44231991
Why do I have to pay shipping costs for your mistake?
(04:10:21) Customer Support
I don't see any mistake made by us, you have been sent what you ordered and was available
(04:10:40) Visitor 44231991
I ordered one thing, you changed the order without my consent, and you're saying I need to now pay more money?
(04:11:00) Visitor 44231991
It is your mistake
(04:12:22) Visitor 44231991
Please send the dark gold iridium visor as an alternative to the dark silver iridium visor I originally ordered
(04:12:30) Customer Support
You do indeed pay for the shipping costs, you will then receive the visor for free and we will withhold a refund of €37.02
(04:13:02) Visitor 44231991
Why do I need to pay shipping costs when it's Champion Helmet's fault for altering the deal without my consent?
(04:13:24) Visitor 44231991
I never consented to a "partial refund"
(04:13:42) Visitor 44231991
I suggested an alternative, send me a visor that is in stock to maintain the original deal
(04:13:47) Customer Support
we have not done that, you order items of which one is not available, which was clearly stated. Have sent out what is available.
(04:14:33) Visitor 44231991
So either send me something that is available or wait until the dark silver visor is in stock and send me that. You cannot just change an order without the customer's consent, it's not what I ordered
(04:14:38) Customer Support
Because there is no known delivery time for the ordered product, so we cannot send it out, even at a later time we have canceled it and you have not even paid for it yourself, we will refund you € 37.02 as a gesture.
(04:15:18) Visitor 44231991
Please send me the Dark Gold Iridum Visor that is currently in stock.
(04:15:27) Visitor 44231991
Or elevate this to your supervisor
(04:16:28) Customer Support
That's who you're already talking with.
(04:16:50) Visitor 44231991
So please, send me the Dark Gold Iridum Visor as an alternative to the Dark Silver Iridium Visor
(04:16:56) Customer Support
Then I will make a payment link for the shipping costs and we will send the gold visor.
(04:17:30) Visitor 44231991
You cannot just change a order, I'm not paying additional shipping for something that was not part of the original order
(04:17:55) Customer Support
Then unfortunately I can't help you further
(04:18:33) Visitor 44231991
Then please refund the full $70.91 listed in the order so I can purchase the visor elsewhere
(04:19:01) Visitor 44231991
Otherwise I will issue a chargeback because you did a bait and switch on me
(04:19:32) Customer Support
You did not pay for the visor, it was offered free of charge in combination with the helmet. Since we can't deliver these we refunded €37.02, the retail price is indeed $70.91.
(04:20:23) Visitor 44231991
I did "pay" for the visor because it was bundled with the helmet. It was part of the original order deal. I would have not purchased the original helmet had the visor not be included.
(04:20:27) Customer Support
You can initiate a chargeback if that's what you want
(04:20:33) Visitor 44231991
You've changed the order without my consent
(04:21:05) Customer Support
Is there anything else I can help you with I can't offer you the solution you want apologies.
(04:21:36) Customer Support
Have several waiting in the online chat, I have to close the chat then.
(04:21:47) Visitor 44231991
It's fine, I plan on posting this chat transcript around on different forums to show how Champion Helmets does bait and switches. Thank you.
(04:22:31) Customer Support
Also indicate that you ordered a product that is clearly out of stock
(04:22:41) Customer Support
I wish you a nice day
(04:22:50) Visitor 44231991
That is irrelevant.
(04:23:05) Visitor 44231991
But of course I will include it
(04:23:16) *** Visitor 44231991 has rated the chat Bad ***
(04:23:18) *** Visitor 44231991 left the chat ***

 

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