Customer support woeful
So recently discovered ExtremeVital and was impressed by their stock assortment and website. Ordered K2 ski boots, Atomic carbon poles and Peak Perf ski jacket and pants. Total spend over 600 Euros. Picked up order enroute to Nassfeld and staff and store all good. Saturday morning, with minimal impact, new Atomic ski pole snapped clean. Returned poles to EV fully expecting credit note or refund for obviously deficient product. First concern was customer support decided they did not believe me and wanted to ask Atomic. This is a red flag because firstly it indicates no goodwill is being factored in, secondly it indicates they don't trust you, and thirdly that they do not understand that retail customers buy from them, not from Atomic. Predictably Atomic denied there was any problem with their product, EV agreed with their supplier and the customer (me) is told goodbye. To cut a long story short, Extreme Vital have lost a customer and I will purchase elsewhere. I would recommend you look elsewhere for a supplier of outdoor kit.
Ps. EV will reply below that they offered a goodwill discount. Please be advised this was ONLY offered after I advised them of my disgust with their customer service and ONLY after I had advised them I would leave feedback. Therefore it is completely clear their response to this feedback is entirely duplicitous and reinforces my point - they have woeful customer support.
Reply from Extremevital
Hi,
we’re sorry to hear about your experience and the impression it left.
The product was assessed according to standard procedure, and based on the manufacturer’s report the damage was classified as a result of use, which is why a refund or replacement could not be approved.
Even so, we tried to offer a goodwill solution, which we understand did not meet your expectations.
We appreciate your feedback and will use it to improve how we communicate in similar situations.
Kind regards,
Extreme Vital team