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Updated on: 2021-04-12
2/5
Purchasing In-Store is Great; Online Shipping is Unreliable and Sketchy
"I purchased three items back in March - it is now mid April and I have yet to receive my order or a refund, after going back and forth with Customer Service.
WARNING: THEY DO NOT SHIP TO A UPS STORE MAILBOX ADDRESS. I figured a smallish package (shoes/tights) would be fine, but UPS will automatically send your items back to the Big5 Distribution Center - and they will NOT tell you that! All you get on your end is a message that your items "cannot be delivered".
Worse, I called Customer Service and spoke with Jessica and she stated that "per our contract" (????) they warn customers that items cannot be mailed to a UPS store, and therefore I OWE THEM FOR SHIPPING BACK TO THE DISTRIBUTION CENTER. I was so disgusted already at this point, but wanted to try to get it all resolved. I pushed back and Jessica said she'd call the Distribution Center that day to try to intercept my package so that it could be sent instead to my home address. I asked WHEN I could expect a call back: she said if I don't hear from anyone one by 2:30 pm, to call back... I called back and no one answered - I later found out from the Corporate Headquarters receptionist that Jessica is the Manager - at the Corporate Office - and that 2:30 pm is when they take their break.
I then get a tracking update from UPS that my package is on the way... followed by another update that my package "could not be delivered."
I ended up speaking with Jessica again who said she would issue me a refund - she was professional over the phone, but I should not have had to go through the corporate office to get this resolved. I do not like the way Big5 treats their customers. I expected better. I have been a lifelong customer and am so disappointed in their online customer service/shipping. Will not be buying from them again."
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