Fiona Y.

Terrible customer service from Darrick Cusick and others. This was an email I sent to the president, upon calling customer service and being given what was supposed to be the president's email address. I sent this almost two weeks ago and never received a response. I also have tried unsuccessfully to unsubscribe from their marketing emails several times. It always says I'm unsubscribed and then keeps sending them.
I had a very poor experience with Darrick Cusick recently and when I called to ask how to file a complaint, I was given your email. My apologies if this is not the correct method for filing complaints.

A few weeks ago (I think it was the first Monday in November), I started searching scuba.com for a travel BCD and other items I will need for an upcoming trip to southeast Asia. My fiance told me to email and request a package because he had done so a couple years before and had been really satisfied with the help he had received. I used the live chat function to request a package, and was told to email Darrick my request.

I emailed Darrick on 11/14 with my friendly request. I didn't hear anything for two days so I emailed him again on 11/16 letting him know I really wanted to take advantage of your Cyber Monday sales so I would appreciate if he could respond. He responded on 11/17 saying he needed my measurements and my address, which I provided that same day. I didn't hear anything for 5 days, so on 11/22 I followed up again asking for the package and a quote. I received no response. I then called yesterday (the final day of your sale, and a full two weeks after I had requested a package) and left a voicemail at his extension in the morning in which I requested that he "please, please, please" call me back so that I could order this before the sale price ended. I then followed up that voicemail with another email in which I let him know I would be filing a complaint. I still have not received a response.

I really needed and wanted help choosing a package. Against my better judgment, I ended up supporting your business by choosing things of my own last night. It was very stressful and ended up causing a fight between me and my fiance because he had to stay up late working and then take time away from that to help me choose items from your website.

I would really like this to be made right by receiving an apology from Darrick (unless something crazy happened in his life like his child or partner dying, in which I would totally understand), and some sort of financial compensation, like an additional discount on the items we ended up purchasing last night. If this isn't made right, I definitely intend to write reviews about my experience wherever I can, share my experience with my FB community (I have many friends who also dive), and not support your business again in the future. However, with an apology and something nice to make up for the experience, I'm happy to forget this unpleasant experience.