My experience with the level of customer service from Scubatoys has been disappointing enough to not recommend this retailer to anyone.
I was in need for a snorkeling mask with prescription inserts for a trip to Hawaii. I went to the Scubatoys retail store on 4/17/10 placed an order for a Mares X-Vision mask with prescription inserts. I had to order the mask because Scubatoys didn't have inserts close to my prescription in stock. I was told that I would be called when the order came in.
After 2 weeks my order had not arrived and I call the store to check on it. I was told the order had been placed but they didn't know when it would come in. I was told again that they would call me when it came in.
A week later, still no calls from Scubatoys. I call the store again to check on the order. This time I spoke with the "ordering" manager and I was told that the order came in but Mares had sent a wrong prescription insert. I was told again that they would call me when the order arrived. I informed them that I would be leaving for my trip in a little over a week and I was concerned that the order wouldn't arrive in time. The manager told me that he couldn't track the order so he can't tell me when the order would arrive but "..it should be here in time for your trip." I pressed some more for an ETA stating that I needed time to to find an alternative. At this point, I was dismissively told "...it's been shipped, it'll be here in 4 days." and again that they would call me when the order arrives.
Now it's 5/19/10, over a month since I first ordered the mask and a week (5 business days) since my last call to Scubatoys. I have still not received my order and the only thing I have is the "4 days" estimate. I'm leaving for my trip in two days.
I ordered the mask a MONTH in advance. Scubatoys has only given me vague shipping status on my order. One would think with modern shipment tracking systems, that Scubatoys would be able to tell me when my order would arrive.
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