Felicia G.

Easy to find what I needed, lots of options, reasonable pricing and quick shipping!

I ordered a baseball bat from Epic Sports on December 1st. Its estimated delivery date was December 15th. I checked delivery before placing my order to guarantee stock and to make sure the item would be here in time for Christmas for our 4 year old son. Today is the 19th, and it still has not arrived. I called the company to ask when to expect it.

When I first called, I spoke with a woman who was short and kind of dismissive until I explained how dissatisfied I was. Even then, she never apologized for the problem. I found out that the bat comes from a 3rd party vendor (Easton), and it would not arrive asset Epic until the 23rd or 24th. It then wouldn't get to me until approximately 12/29 (4 days AFTER Christmas). She could not give me an exact date.

She did get a refund approved, but I explained that a refund doesn't out my son's present under the tree on Christmas morning. I told her that I wanted to check elsewhere to see if I could get it before Christmas, prior to canceling my order all together.

I was not able to find the bat anywhere else on short notice, so I called again. This time I requesting that when they received the bat (on the 23rd or 24th), that they overnight it to me so there would be a possibility of it getting it in time for Christmas. That request was denied after being put on hold abruptly in the middle of my sentence for her to speak with her supervisor. I twice asked to speak with that supervisor and she refused, saying "there's nothing he can do to help you".

I then asked if they had a similar bat in stock that could ship to me in time for Christmas. After being put on hold for another several minutes, I was given 3 item numbers. All 3 were adult, wooden bats that are of no use to my 4 year old son. After going back and forth with her, trying to come up with some solution and coming up empty handed, I again asked to speak to a supervisor.

I finally was able to speak with the office Manager "Cody". He got on the phone and was immediately rude, condescending, and defensive before I could get a full sentence out of my mouth. That question was simply asking what his name was and he already had a poor attitude. I asked if he was familiar with my order and he said he was, again acting as if I was a nuisance. He took no blame for their mistake what so ever. He told me there was a problem with the vendor, and there was no way I could get my order delivered before Christmas. I asked him several questions which he refused to answer, instead trying to steer the talk in other directions. One such question was, "if they knew about a problem with their vendor why had they not contacted their customers so we could make an attempt to order a Christmas gift elsewhere?". He never offered an answer to that question or any others. He did nothing to correct the problem, and was definitely not professional in a way that a supervisor should be. I again asked them to overnight the bat when they get it from the vendor. That would at least give us an outside shot at having it on Pitt before Christmas. He refused, this time stating it "costs too much".

The only thing more disappointing than not getting the bat in time for Christmas is the complete lack of customer service shown by a Epic and its manager "Cody", who refused to give me his last name. His lack of professionalism including one liners like: "I'm not answering you because you just keep talking."

I did not get any solution to this problem, I didn't even get a sincere apology. At this point I expect them to ante up and overnight me the bat as soon as they receive it. If they get it on the 23rd, there is no reason my son can't open it in Christmas morning.

I have seen dozens of complaints about Epic online today, including many that refer to Cody by name. In most he seems to fall back on a disclaimer on the consumer invoice that states that estimated shipping times are not guaranteed. I have scoured my invoice and it does not say that anywhere. What it does say is: " Most Epic brand items are shipped within 24 hours of your order and should arrive within 4 to 6 business days, depending on selected shipping method. Please allow an additional 2 to 4 business days for non-Epic brand items to arrive." That language clearly states that 24 days lead time should be more than enough time to receive my order by Christmas.

I understand that things can happen. That why I waited 4 days past the estimated arrival date to even inquire about the whereabouts of my order. What I don't understand is my estimated ship time doubling from 15 to 30 days without an ounce off concern, communication, or remorse on their part. Furthermore the rudeness of their customer service department is completely unwarranted.

I await your response.

Felicia Garrido