Ryan and I are huge hockey fans, Toronto Maple Leaf fans specifically. When we purchase a new/used vehicle back in March we decided to treat ourselves and make it our own by adding some TML decor. Shop.Canada.NHL had a sale on at that time for free shipping and a coupon code for 10% off when you signed up for their mailing list. So we figured that was the best way to look for items. Once we had found the 4 items we wanted to purchase we completed the order online. That was March 4th.
The order confirmation came in 2 parts. The first had only one item on it and the 2nd had the remaining 3. On March 6th we got 2 shipping notices. One for one item that would be coming Canada Post and the second for a second item that would be coming Purolator. Both emails said the other 2 items were still processing. I found it odd that they would use different shipping methods but assumed it has something to do with cost. The items both arrived just a few more days later.
Finally on March 16th, we received a shipping confirmation for the final 2 items to be delivered via Canada Post. So then we waited, and waited, and waited some more. I checked the tracking numbers everyday and it always came up as an invalid tracking number in Canada Post’s system. So I called Canada Post and they told me that since this item was coming from the States that it would not appear in their system until it clears Customs. Ok, I thought and went back to waiting. Still no movement. Then I called Shop.Canada.NHL and they told me that it was likely delayed at Customs and would be here anytime. Nope. So I called again. This time they said they would put a request in at the warehouse that it was coming from for more information. That was March 26th and they told me it would be 2-3 business days for a response. I never got one. But finally on April 5th I got an email that my return had been processed… WHAT?
Back on the phone with Shop.NHL. They explained that the item had likely gotten damaged in Customs and was being returned to the warehouse instead of being delivered damaged. That’s understandable. But they couldn’t just resend the items to us. Shop.NHL had to refund our credit card the balance of the items. Then I had to re-order them and repay for them. And because their prior promotion had ended I was being charged shipping and the one time discount couldn’t be used again. The representative I was dealing with on the phone was however nice enough to re-apply the 10% discount. I still had to pay for the shipping but he also did then re-credit it back to the card. He assured me that the items would be here promptly and this “kind of thing” rarely happens. That was April 5th.
It took them until April 16th to send the shipping confirmation. Awhile yes, but we were willing to wait. The Leafs were out of the Play-Offs by then LOL I went back to the routine of checking the tracking information everyday and everyday it came back invalid. Last Monday, April 30th I called Shop.NHL to find out what was happening. I got the same explanation. It was likely held at Customs and should be arriving any day. The representative also said she was putting in a request to get the UPS tracking number in the States. She said it would take about 24-48 hours to get that information and they would email me back. I never heard back. Then this morning, lo and behold, Shop.NHL return processed email in my inbox.
This time she told me that, they would have to put in a request with the warehouse to know exactly why it keeps getting returned. She then proceeded to tell me that since the item was crossing the border, the company most likely just didn’t want to have to pay the duty fees on it. HUH??? So why are you selling it on a Canadian website then? This time I said just forget it and please process the return.
We do a lot of shopping online and have NEVER had such an issue before! I’m curious. Has anyone had a similar experience with Shop.Canada.NHL or any other online shopping site?
