sport-conrad.de : definitively unsatisfactory service!

A snowHead

Sport-Conrad.de

The first impression should always prevail : It is difficult to navigate on their website, especially with Android. As an example, I noticed the absence of phone number to call for assistance.

However, as the prices were fair, we opted to try it, by ordering two sets of skis with boots. That was the beginning of an incredible adventure, which is not yet ended.

Once the shopping cart was completed, my North American card was refused. To checkout, I had to use an European card of my family. The order confirmation, in German mentioned that the shipment will be done within 1-2 working days (in 1-2 Werktagen versandfertig). Surprisingly, some days later, my North American card company called us to ask about the debit which was refused by Conrad website. We were then scared to be charged twice.
The wish I had at time of ordering, concerning the billing, was answered by Conrad as late as 5 days later. Added some other slow email exchanges, the shipment was even further delayed.

Eight days after the order, the shipment was finally done by Conrad, in two packages instead on one. The shipping cost was double as much as what told by Conrad before ordering : 2 times EUR70 for that (not so bulky) shipment of 21kgs.

I realized later that this split will also imply doubled brokerage costs. Apparently splitting it makes it is easier or faster for Conrad export. However, it should have been mentioned on their web site and at the time of the order.

Conrad used the "UPS Saver" delivery mode. Both packages were blocked by UPS 2 days on their way. In further communications, it was noticed that the tracking numbers have be mixed up between the two packages.

One of the packages was delivered 14 days after the order.

Customs refused to clear the second package. Among the reasons heard from the broker: unclear invoice. Part of the invoice is written in German, what is according to UPS, the main cause trouble. As the German VAT of 19% is deducted for exports, and there is quite a package discount, it is difficult to compare the price of the goods invoiced with the ones posted on the web pages. These discounts should better be clearly mentioned on the invoice. Furthermore, the price stickers were still on the items received. They should have been removed as the prices on those stickers were much higher than the invoiced prices. It is understandable that customs are confused. According to Conrad’s customer service it never happened before.

To tackle this problem, the assistance of Conrad's customer service was exaggeratedly slow, inadequate, with unnecessary contempt, and ineffective. Conrad’s customer service was asked for proof of payment by UPS and they sent again a wrong document, which again needed translation. By that, additional delays and handling costs were incurred.

Once their number obtained, it was very hard to reach Conrad's customer service on the phone, always busy. Finally, when it was possible to get through, it was to learn that that the emails from UPS were not answered by Conrad because an employee was sick, which explained delays…

The second package was finally cleared by customs without much help from Conrad, and delivered more than 20 days after the order. It took an excessive number of phone calls and emails with Conrad and UPS, which had their cost. Furthermore, it was hard to agree to a precise delivery schedule with UPS. For both package we regret that the courier did not want for us to check for intactness and completeness of delivery before payment of delivery fees. Once paid, he just went away. It was quite an unpleasant.

Afterwards, once the second package opened we notice that the bindings on one of the ski has a broken part. We also noticed that the packaging of the skis was not sufficient. According to Conrad's instructions we should had handled this transport damage directly with UPS.

The delivery of the second set was so late that I had to find another equipment for my planned ski trip, at an additional cost as well.

Last but not least, the assembly of the Dynafit TLTSpeed ski bindings are not conform to the manufacturer instructions (sent with the set).

As these bindings are difficult to mount, it is a request from Conrad that the ski boots are ordered simultaneously with the skis. So we decided to also buy new boots, even we would have preferred to try the boots before paying.

At receipt we noticed that the gap between the heel part and the boot is too narrow (it is 2.5mm instead of a safe 4mm gap), even when the binding is set at its rearmost.

I was very displeased to notice that the ski boots have not even been put once on the mounted bindings. That basic exam would have definitely left some scratches or marks on the boots.

The repair of this poor assembly work will be difficult, as in addition to the screws, the bindings are fully glued to the skis. It will imply damages to the skis, as it will require other holes drilled quite close to the first ones. That will also be costly.

A snowHead

Wow that sucks!!

(welcome to snowheads by the way)

Have you tried taking photos to show Conrad the issues and ask what they intend to do about it? I fully appreciate that it may be different as i am in Austria (and you are in UK?) but my experience with conrad has always been top-notch! Have bought a couple of touring set-ups and other kit and its always been perfect, by the by, I'm shocked you were encouraged to buy boots online!

I would encourage you to contact them and see if they are going to help you, if not they deserve another good online slagging off!!

Well, the person's real but it's just a made up name, see?

only ever had top notch service too, but as above, that's local service and not for EU export. they're my place to go to for anything ski and outdoor related. eveything I've ordered has arrived by UPS within a day or 3 of order, fully set up, ready to go.

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Thanks for your reply. We are in Canada. We also contacted sport-conrad.de . However, it will take days or weeks to get an answer. Anyway, I will post their answer here.

Anyway, snowHeads is much more fun if you do.

You don't work for snow and rock by any chance the price match deal must be killing you,sorry them. Toofy Grin

You'll need to Register first of course.

Yguess not in Canada.

Then you can post your own questions or snow reports...

dulcamara, the site says they won't mount dynafit bindings unless you are buying boots at the same time. not sure my first reaction to that would be to buy boots rather than get a local ski shop to do the mount

After all it is free

Conrad do offer an amazing product at an amazing price, however, I now have to discount selling skis in our shop, why would you buy from me, Conrad have it all, and very cheap. However we do sell boots and bindings, for this very reason, there are so many variables, most due to different ski structures. I'm glad this experience re enforces the need for small specialist shops like ours, our busienss complements Conrad's. Sorry to hear of the problems in this instance, hopefully Conrad will put it alright, these things happen.

My trouble is that in Canada there is a very limited choice of Backcountry AT equipment in the shops. I do not like skis as wide as 90mm, even if it is fashion here. Rather from the old school, I can enjoy light powder with skis as narrow as 70mm. I am climbing with skins and not helicopter, which makes light equipment necessary.

Over years it is the third time I order skis from sport-conrad.de . This time, however, I cannot give them a good rating. Is it due to the year end? I am upset with our two pairs of new skis needing repair.

*Ski* the Net with snowHeads

Mailed sport-conrad.de Saturday morning. No answer yet.

snowHeads are a friendly bunch.

Backcountry AT, i can't comment on your latest order, but one thing is slightly contradictory.

you original post says "the first impression should always prevail" but in the later post you say "over years is is the third time i order"

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Backcountry AT, what kind of skis did you order?

Really can't figure out why anyone would buy skis from the other side of an ocean when there's 100s of store on your continent??

backcountry.com have options at the size you suggest.

Also, why didn't you come on here praising them for excellent service with the previous two orders that were clearly good enough to get you to go back to them a third time?

Welcome, btw... hope you can stick around Very Happy

I have a vested interest in doing Conrad down (see signature), but I have to say my experience with them has been good. I've ordered two pairs of skis from them, both turned up about a week later, with bindings mounted exactly as specified. The only minor (very minor) moan I'd make is that they don't send a confirmatory email just after you place an order- we get so used to that in the UK we expect it, and both times I emailed them to check they'd got the order (they had).

As a small UK retailer, their prices are touch to match, but they've certainly caused us to drop our prices to be competitive, which is good for you guys. I think part of the problem is that EU RRPs are possibly set lower than ours. I really, really hate it when we can't easily match them on price- I want to be beating them on price and service and taking their business!

You know it makes sense.

bought 3 pairs of the coreupt skis from them in the supersale, never got any got told lies about being too late despite plenty of people on here posting exactly when they purchased them and when i pointed this out to them they stopped replying, bunch of lying ****s if you ask me Laughing

Otherwise you'll just go on seeing the one name:

geeo, good, keep the bad reviews coming. There is no need to shop outside the UK! wink

A snowHead

In 2006, I was quite happy with conrad's piste skis. Since it seems then they became much bigger, they changed their webside and level of service. It seems that the reviews are mostly good. This time I ordered backcountry skis, quite narrow, with Dynafit bindings and shoes. There are not so many shop offering backcountry skis in Canada. Conrad also offer quite a range of prices, including entry level. And I have to say that conrad prices are very competitive when it comes to last year models.

A snowHead

Well, the person's real but it's just a made up name, see?

You need to Login to know who's really who.

Have used conrad a number of times for skis and backpacks etc, sending to outside the eu, so far they have got all the paperwork correct (which by the way sport pursuit don't get right at all which causes a number of customs issues) and the service from conrad has been excellent.

Never done anything complex however....if fitting bindings is complex etc??? its just been put items in a box, sometimes a huge box compared to whats in it, and send it

Only issue was the website once charged twice for delivery which they refunded.

Overall a thumbs up from me! Very Happy

Anyway, snowHeads is much more fun if you do.

Good service for me over the last few years.

I always speak to one of their ski techs in-house at an actual shop out there if I'm getting anything mounted. Had a beer with the helpful Marcus when he was over in the UK to say thanks. He did not try to kill and eat me.

J

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I've always had very good experience with Sport Conrad having bought there 2 pairs of skis w/bindings, a helmet and and a backpack over the last 3 years. Every time I got a confirmation email, with shipping notification floowing shortly and never waited more than 8 days between I placed the order and received the goods.

Then you can post your own questions or snow reports...

Never had anything but brilliant service from Sport Conrad, if ever anyone gets chance to go to their Garmisch shop in summer sales mode fill your boots......its just fantastic gear at the right price.

After all it is free

It is interesting to read, to read that British custom officers do better understand German documents than Canadian officers, and that you guys obtained satisfactory or even brilliant service from Conrad.

Regards the posted claim, I exchanged 3 email with Conrad this week.

In their first, they said having asked Dynafit to send the spare part needed to repair the binding damaged in shipping. For sure, I will get it soon, and then will have it repaired here. I also learned that the problem with customs is not theirs, and they did not address the other issues.

In the second, they apologized, and offered to reimburse 35EUR, for the double shipping cost and the excessive clearance charges. Sorry, that does not yet settle the account.

They did not want to understand the problem of the badly mounted bindings.

Since 4 days, I did not hear anything from Conrad. At that point, a month after the order, the two set of skis are not usable. Definitely, their after sales service is as good as good as it was before delivery.

Backcountry AT, I've got to ask a silly question, you're in North America right? Then what the hell are you doing ordering from Germany when there are so many on-line discounters here Shocked

are you nutz?

*Ski* the Net with snowHeads

snowHeads are a friendly bunch.

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Backcountry AT, What did you buy? I'll find a N.American outlet on line for them. I've bought from Conrad when I lived in the EU but I'm not dumb enough to pay shipping, broker and customs fees on a single shipment order to here in the US. So what did you buy and we'll see what prices are available.

Backcountry AT, I'm sorry mate but it seems like you are doing a wee bit of a 'pandorra'.

A new user who has come to snowheads just to post a one-sided negative experience with a retailer.

I can understand things have not gone to your self-made plan and that there have been issues and delays. I expect Conrad understand that as well.
I'll take a be that it is pretty clear in your T&C's that Conrad have nothing to do with the clearance procedure and also that damages have to be flagged up with the courier.
It seems that you are blaming them for you not bothering to say to the delivery driver (who speaks the same language as you) 'wait-up, let me check this'.
As they can't leave until you sign for acceptance you do tend to have plenty of time.

Boots won't show any signs of wear from fitting them in bindings once or twice.

You know it makes sense.

Backcountry AT, still waiting . . .

Otherwise you'll just go on seeing the one name:

Backcountry AT, still waiting . . .

A snowHead

Nothing wrong with Cpnrad Sport IME, one of the best IMO.

Help!!

sport-conrad.de : definitively unsatisfactory service!

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