LIDS Sports Group
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Terrible experience
I placed an online order on Thursday, 2/4/2016 9:44 AM (Order #41128179). It's now Tuesday 2/16/2016 9:30 AM. The order still shows as "processing". It has been almost two weeks since the order was placed. I followed up on Thursday of last week (Feb. 11th), and was told "You should receive this order by 2/15" (I have this in chat transcript still). According to the website, "orders of $60 or more, deliver in 9 - 12 business days, including order processing time, which is 1 - 2 days for in stock items". But, we are on the 9th business day now, and it still shows as processing. All items on this order were indeed in-stock items. Anyway, I called to cancel the order this morning, which again, according to the site, as long as it's still processing, and has not shipped, is allowed. I was told when I contacted the chat agent this morning, that she would put in the request, but can't guarantee a cancel. What??? If it has not shipped yet, there's absolutely no reason why you shouldn't be able to cancel the order. This is absurd. "You can cancel an order that does not contain embroidery only if it has not entered the shipping process. It is often too late to cancel an order because we start processing orders for 'In Stock' items within 24 hours. Once an order has been processed and it's too late to cancel, you will need to return the item once it is received." My order shows as processing still. I have received no shipment notification. So, according to the above, then they should be able to cancel it. The chat agent countered with "well, it's already processing, so I can send the request to the warehouse, but it's up to them if they cancel or not. If it's meant to say that it can't be cancelled once processing has BEGUN, then they need to re-word the policy, as that's not what it says. The policy states that it can be cancelled as long as it has not entered the shipping process. My order has not entered shipping, and is still processing. I can honestly say that I am extremely disappointed with this online shopping experience. Truth be told, it is probably the worst online shopping experience that I've ever actually had. I do a lot of online shopping, as do most people these days. I would have definitely been a valuable repeat customer. But given this situation, and depending on the outcome, I'm highly unlikely to ever shop at Lids again (online or in store), and will definitely be sharing this experience with my peers so that they can avoid experiencing similar headaches.