Comments about Viper Vancouver 7.5' Air Hockey Table:
This product was supposed to be a gift for the kids for Christmas. We did our research and settled on this table because it was advertised as an 8' table and the price was pretty good.
Dec 24, 2012: When the item arrived, it was clearly marked as 7.5' on the box. The item number for both SA and the manufacturer matched what was on the packing slip so they have this described incorrectly in their system. I called customer service and the rep. ensured me that they would reimburse the shipping because the item was incorrect. He indicated that because of the holiday, it may take some time to get the refund processed. I said okay and decided to unbox the 300lb item, lug it down to the basement and proceeded to set it up Christmas eve. Around 2AM I discovered that the legs are comprised of 4 pieces each. Unfortunately, I only had 1 of the 4 pieces for each leg in the box.
Dec 25, 2012: On Christmas, my kids came down to a great looking hockey table sitting on the floor that they could not play. FUN!!!!!
Dec 26, 2012: I called back to let them know the legs were not in the box. I was connected to a rep who said that basically the guy that told me they would refund shipping didn't know what he was talking about because they never do that. She said if the legs were missing I could return the table. I indicated that it was 300 lbs and in my basement already so I didn't want to haul it up and return it if they could just ship me the legs. After a few more times of being told I could return it and not once saying sorry for the issues, I politely asked "Is there anyone else there I speak with about this issue? I don't need to speak with a supervisor but I just don't want to speak with you on this matter anymore." Upon which, she hung up on me. I immediately called back and asked to speak with a manager. The manager was very nice and promised to help resolve the issue. She said she would look into getting the legs to me and promised to call me back that day. I received no call back that day.
Dec 31, 2012: I still have not received a call back or any information on the status of my refund or on getting the legs. The table is still in the basement and cannot be played. I called and was provided the same story about the managers being backed up due to the holidays and they should get to it soon. I indicated that I was growing impatient and that long of a time just to find out when I would get legs was ridiculous. I was promised that a manager would call me back by Friday, Jan 4 with additional information and hopefully a resolution. I indicated that if that didn't happen, I was going to return the table. I never received that call.
Jan 5, 2012: I called customer service back. My refund was still in processing and had not yet been approved. They still had no resolution on the legs and at this point, after the multiple platitudes and breaking of promises, I requested that the item be returned. Because the box was so big and because I was promised they would work things out with me I no longer had the box. I informed them that they would be required to re-box the item, haul it up from my basement, and refund all my money and shipping. They agreed to do that so they have at least done the stand up thing there. However, we'll see if it actually goes down that way once they get here to take it out.
Unfortunately, the big Christmas gift this year turned out to be a gigantic lump of coal - THANKS SPORTS AUTHORITY - WORST ONLINE VENDOR I'VE EVER, EVER, EVER DEALT WITH IN 15 YEARS OF BUYING STUFF ONLINE!
Was this a gift?:
Bottom Line No, I would not recommend this to a friend