Travis M.

On July 18th I ordered 2 products from them, a flannel shirt and a pair of sweatpants. I didn't need the pants, but it was a 'buy one product get another half off' sort of deal. The pants arrived on time a few days later, unfortunately with a tear along the seam of the lefts leg where it was improperly stitched. At an inconvenience I was able to exchange them without further issue, and they arrived in the mail a couple days after that, that's not what my complaint is regarding. The shirt however never arrived. I waited 20 days before contacting customer service, the rep. I spoke to explained to me that for whatever reason my shirt was never picked up from Zumiez warehouse in Denver Colorado (I live in British Columbia), she wasn't able to find out why. She apologized and told me she would put in a new order for me, free of charge. My shirt then finally arrived on the Aug. 11. It's a nice shirt, I'm happy with it. However this past Thursday (Aug. 16th) another delivery truck showed up at my house. With another shirt. Only this time the driver was expecting shipping and handling fees. I thought it was odd as I hadn't ordered anything else, but in ignorance accepted the package and paid the custom on the package. When I opened it I learned it was another shirt... identical to the one I had received days before. According to the receipt from Zumiez and the invoice/receipt from their freight company (DHL Express) I had been charged for two shirts - one of which I never ordered. After going back and forth with Zumiez reps over the phone and email yesterday and this morning, I was able to get the second shirt refunded. Except for the shipping fees. Oddly enough Zumiez feels it isn't responsible for their mistake of overcharging me for two items, and I was told if I wanted reimbursement for the shipping cost I would have to take it up with DHL Express... in spite of it being a mistake made by a Zumiez employee. So now I have to send out more emails and phone calls and wait for a reply from DHL. I am very annoyed with Zumiez right now, and most certainly will not be shopping here ever again. The sales rep I spoke to is Dani. Though I doubt they can be held accountable for this mess, as it's a problem with Zumiez poor customer service in general and not any specific rep.