Fenwick Woes, Any Advice???

[Goby]

About a month ago, I ordered a Fenwick World Class rod, upon delivery, the tube which was paper thin to begin with, was badly damaged, to the point I was certain the rod was too, so I did not accept the delivery and it was returned to Fenwick. Nothing to dispute, UPS tracking clearly shows all of this... rod was never even in my possession. 

 

The issue I am having is, I cannot get anyone at Fenwick to call me back, half the time when you call it says they are closed, despite being their normal business hours, when it does allow you to leave a voicemail, nobody calls you back.

 

Does anyone know how to actually speak to a human at Fenwick? Would love to get my $450 back LOL 

 

I have left numerous voicemails with Pure Fishing and Fenwick, no call back. 

 

I called Abu Garcia, another Pure Fishing company, they pick up the phone, super nice lady tried to access the Fenwick system to try and help me, but they don't have access to the Fenwick stuff. 

 

Honestly, hate the fact I bought three other World Class rods in the past few months, if this is the kind of company they are... You literally cannot speak to a human...

 

 

[ironbjorn]

You should have looked at the rod. Could have saved you a lot of trouble. There's a very good chance that it was fine.

 

And even if it wasn't fine, going through the proper return/refund/warranty process would have solved every issue. You just... denied the shipment altogether. That's not how that works.

[Goby]

The rod was definitely not fine, had you seen the tube. 

 

What you are saying makes absolutely no sense, what so ever. The rod was returned to the company that sold it LOL 

 

What good would keeping it have done, I would still be trying to contact them with no response! 

[Choporoz]

Maybe their customer service center/call center is in TN, NC, SC, or FL and affected by Helene.

[Goby]

1 minute ago, Choporoz said:

Maybe their customer service center/call center is in TN, NC, SC, or FL and affected by Helene.

 

This is a possibility, the rod shipped from their facility in Oklahoma though...

 

I have been trying to contact them, long before the Hurricane hit though... 

 

Like I said, Abu Garcia picked up the phone on the second ring... 

[ironbjorn]

5 minutes ago, Goby said:

The rod was definitely not fine, had you seen the tube. 

 

What you are saying makes absolutely no sense, what so ever. The rod was returned to the company that sold it LOL 

 

What good would keeping it have done, I would still be trying to contact them with no response! 

Because did you do any of this or fill out any forms? Doesn't sound like it. "Nah I'm not taking it" isn't how returns policies work. You have to file. 

 

https://www.fenwickfishing.com/returns

[Goby]

9 minutes ago, ironbjorn said:

Because did you do any of this or fill out any forms? Doesn't sound like it. "Nah I'm not taking it" isn't how returns policies work. You have to file. Bare minimum brain power.

 

https://www.fenwickfishing.com/returns

 

Son, I own three businesses, one of them does a significant amount of shipping when a package is clearly damaged in transit, you never accept it, ever. It can hinder the merchant from being able to win their case when filing a claim, etc... a lot to it that you clearly do not understand. 

 

While you have clearly mastered the art of Google, you lack knowledge. 

 

Side note... That returns link you just sent, doesn't work, you still have to call to get a label... a number that nobody answers and you never get a call back when you leave a voicemail... The shipping label on the tube goes into detail about this, you have to call a specific number to do a return, despite what their website says. Tried calling it many times... 

 

Worst case scenario, because I did not accept the package, I can just call American Express and get my money back, but again, as a business owner, trying not to go that route as it can impact the merchant.

[ironbjorn]

2 minutes ago, Goby said:

 

Son, I own three businesses, one of them does a significant amount of shipping when a package is clearly damaged in transit, you never accept it, ever. 

 

While you have clearly mastered the art of Google, you lack knowledge. 

 

That returns link you just sent, doesn't work, you still have to call to get a label... a number that nobody answers and you never get a call back when you leave a voicemail... 

 

Worst case scenario, because I did not accept the package, I can just call American Express and get my money back, but again, as a business owner, trying not to go that route as it can impact the merchant. 

It definitely works. 

 

 

I dunno man. You're obviously right which is why you're asking where your money is. Good luck.

[Goby]

15 minutes ago, ironbjorn said:

It definitely works. 

 

 

I dunno man. You're obviously right which is why you're asking where your money is. Good luck.

 

You will never receive a label... You can process a return all you want, it wont work. 

 

Like I said, the actual label on the tube when you get your rod, goes into detail about this. I have three tubes here from the other rods I purchased, they literally print instructions with a phone number to call on their shipping labels.

 

You also have to understand that, by keeping it, you are then attempting to file a warranty claim, which costs money... You cannot return a broken rod for a refund and you have to pay to have a broken rod replaced, the only way to 100% prove beyond a shadow of a doubt that you did not yourself break the rod is to never have it in your possession. A lesson you should take to heart in 2024... 

 

Hope you use more logic than this in your daily life... 

 

You are a prime example of what is wrong with this World, a guy asks a question, you have no answer to the question, yet you want to tell that person what they did wrong, yet you have zero knowledge of the actual issues at hand, nor any real ideology on how these things work. All you have is your phone, Google and a chip on your shoulder like you know something, but in reality, you know nothing. Clearly if you had any actual knowledge to offer, you would know that none of their systems work... 

 

3 weeks of phone calls, emails, voicemails, etc... no response, but I am the bad guy here, gotta love it! 

 

Like I said in my original post, if anyone has a means to actually speak to Fenwick, would be great and would be truly appreciated. 

[looking45]

Why get yourself all worked up over this? Call the cc bank and ask for a refund. Let them deal with Fenwick. Or, keep banging your head against the wall and try to resolve it yourself. Seems like an easy choice for me. YMMV

[MIbassyaker]

I assume you ordered direct from Fenwick? I returned a broken Aetos several years ago.  I looked through my records to see how I got a hold of them -- turns out I just I emailed fenwick@purefishing.com about it, and then they emailed me back, told me to send it back with the original receipt for inspection, and gave me a reference number. 

 

I did this and then a few weeks went by during which I heard nothing.  Then a new intact rod simply appeared at my door one day. I paid to ship the broken rod back, but that was it.

 

In this case the rod was in my possession and the return was handled by their warranty processes.  I don't know how they would handle  non-acceptance of delivery, but it's disturbing to hear you can't get a hold of them.  Their systems may have changed post-covid.  

[Goby]

6 minutes ago, looking45 said:

Why get yourself all worked up over this? Call the cc bank and ask for a refund. Let them deal with Fenwick. Or, keep banging your head against the wall and try to resolve it yourself. Seems like an easy choice for me. YMMV

 

I assumed someone here may have a number or means to actually speak to them.

 

It is my belief that their systems not working may be the real issue here, so was trying in earnest to get in touch with them before going the CC route...

 

Obviously if Abu Garcia answers the phone on the second ring, one would think this would not be the norm for Fenwick, seeing as they are part of the same entity... 

 

I have emailed every email and phone number I could find for both Fenwick and Pure Fishing. No response... 

 

[ironbjorn]

20 minutes ago, Goby said:

 

You will never receive a label... You can process a return all you want, it wont work. 

 

Like I said, the actual label on the tube when you get your rod, goes into detail about this. I have three tubes here from the other rods I purchased, they literally print instructions with a phone number to call on their shipping labels.

 

You also have to understand that, by keeping it, you are then attempting to file a warranty claim, which costs money... You cannot return a broken rod for a refund and you have to pay to have a broken rod replaced, the only way to 100% prove beyond a shadow of a doubt that you did not yourself break the rod is to never have it in your possession. A lesson you should take to heart in 2024... 

 

Hope you use more logic than this in your daily life... 

 

You are a prime example of what is wrong with this World, a guy asks a question, you have no answer to the question, yet you want to tell that person what they did wrong, yet you have zero knowledge of the actual issues at hand, nor any real ideology on how these things work. All you have is your phone, Google and a chip on your shoulder like you know something, but in reality, you know nothing. Clearly if you had any actual knowledge to offer, you would know that none of their systems work... 

 

3 weeks of phone calls, emails, voicemails, etc... no response, but I am the bad guy here, gotta love it! 

 

Like I said in my original post, if anyone has a means to actually speak to Fenwick, would be great and would be truly appreciated. 

Not gonna lie. I skimmed most of that. But I'm definitely not what's wrong with the world for knowing that you need to go through the proper process for returns/refunds/warranties to ensure the smoothest process possible. You didn't follow any instructions at all, are still waiting on anything to move forward, asking as a last resort, but insisting that you're right when nothing is working for you. I'd say that is more of what is wrong with the world, but there's an infinite number of actual issues happening in the world that trumps fishing rod returns and the processes.

[Goby]

Just now, ironbjorn said:

Not gonna lie. I skimmed most of that. But I'm definitely not what's wrong with the world for knowing that you need to go through the proper process for returns/refunds/warranties to ensure the smoothest process possible. You didn't follow any instructions at all, are still waiting on anything to move forward, asking as a last resort, but insisting that you're right when nothing is working for you. I'd say that is more of what is wrong with the world, but there's an infinite number of actual issues happening in the world that trumps fishing rod returns and the processes.

 

Like I said son, you are what is wrong with the World today, can't see the forest through the trees...

 

A major company doesn't answer their phones or respond to emails for weeks, it's the consumers fault LOL 

 

For what it's worth, receiving a damaged product does not fall under warranty or a return, but I realize I am wasting your time since you have clearly skimmed over most things in life... 

10 minutes ago, MIbassyaker said:

I assume you ordered direct from Fenwick? I returned a broken Aetos several years ago.  I looked through my records to see how I got a hold of them -- turns out I just I emailed fenwick@purefishing.com about it, and then they emailed me back, told me to send it back with the original receipt for inspection, and gave me a reference number. 

 

I did this and then a few weeks went by during which I heard nothing.  Then a new intact rod simply appeared at my door one day. I paid to ship the broken rod back, but that was it.

 

In this case the rod was in my possession and the return was handled by their warranty processes.  I don't know how they would handle  non-acceptance of delivery, but it's disturbing to hear you can't get a hold of them.  Their systems may have changed post-covid.  

 

Correct, ordered directly from Fenwick, the rod was returned to the very Fenwick warehouse it shipped to me from, was received, etc... 

[casts_by_fly]

You did right by rejecting the shipment.  Hopefully it was when the delivery guy was there and you just turned him around.  That's a damage in transit and something that needs to be taken up between fenwick and shipping company.

 

I would just go straight to the CC company now.  You've tried to get in touch which is the right thing to do.  You can't be expected to wait forever.

[12poundbass]

Let’s keep things civil here everyone. Carry on.

[Goby]

6 minutes ago, casts_by_fly said:

You did right by rejecting the shipment.  Hopefully it was when the delivery guy was there and you just turned him around.  That's a damage in transit and something that needs to be taken up between fenwick and shipping company.

 

I would just go straight to the CC company now.  You've tried to get in touch which is the right thing to do.  You can't be expected to wait forever.

 

Trust me, I know I did the right thing, one of my companies ships hundreds of shipments, every single day, I am 100% aware of how this works and yes, the driver was there, he showed me the damage before even attempting to deliver it. It was literally never in my possession. 

 

Normally I am not home, but I happened to be home that day at the time of delivery. 

[Backroad Angler]

Based off what you've done so far, it sounds like its going to be a waiting game. If it were me, I would just keep being persistent till I could talk to someone, whether thats by text, email, phone or social media account.

If all else fails, going through the CC company like others have said is probably gonna be your route.

Good luck! Hope you're able to get it settled.

[PhishLI]

53 minutes ago, Goby said:

It is my belief that their systems not working may be the real issue here, so was trying in earnest to get in touch with them before going the CC route...

You've been earnest enough. Call Amex and be done with it. As you know, have the tracking info on hand when you call.

[rangerjockey]

I have talked to someone at Fenwick twice. Neither time did I think I was speaking with someone who Knew which end of a fishing rod was which. Sucks it happened but in the future I would recommend ordering from American Legacy. They would have taken care of you the same day.

 

 

[FishTank]

As part of my job, for many years, I have to deal with shipping issues. Refusing a package is the worst way to go. It gives you no point of reference except tracking.  It's better to receive the package broken but noted with UPS and then contact the supplier. Now you have to wait for UPS to return it.  It will then sit for who knows how long in a Pure Fishing warehouse which does not have customer service, only fulfilment (thank Pure Fishing). The last time I dealt with them on an Elite Tech rod, it took about 12 weeks to get a replacement. 

 

I have made it a point to avoid Pure Fishing in general this year. There are better alternatives. 

[Rockhopper]

I just called their 877 number, pressed 2, and someone answered the phone after 2 min 28 sec.  Just saying. 

[FishTank]

Just for the fun of it, I called them. I got asked to leave a voice mail. They called back me back in about 5min. Nice guy. You should try again.  

[Goby]

 

40 minutes ago, Rockhopper said:

I just called their 877 number, pressed 2, and someone answered the phone after 2 min 28 sec.  Just saying. 

 

I just called the 877 number, pressed 2, waited on hold for several minutes, was asked to leave a voicemail, the same thing I have done at least 15 times before, to date, no response. I have tried pushing every option there is, does not matter, they do not call back.

41 minutes ago, FishTank said:

As part of my job, for many years, I have to deal with shipping issues. Refusing a package is the worst way to go. It gives you no point of reference except tracking.  It's better to receive the package broken but noted with UPS and then contact the supplier. Now you have to wait for UPS to return it.  It will then sit for who knows how long in a Pure Fishing warehouse which does not have customer service, only fulfilment (thank Pure Fishing). The last time I dealt with them on an Elite Tech rod, it took about 12 weeks to get a replacement. 

 

I have made it a point to avoid Pure Fishing in general this year. There are better alternatives. 

 

It has been sitting back at their warehouse for over 3 weeks now, frankly, I wouldn't care if the refund took 12 weeks, I just want to speak with someone and know that it is in process. Honestly, I would have ordered another one had someone just been available to speak to me when this originally went down and whenever the refund went through, cool. 

 

Now, I have zero desire to deal with Pure Fishing ever again... 

 

I can tell you this, my rep at UPS, the UPS driver and my own personal experiences would say the opposite of what you say regarding keeping the package. Standard procedure is to have the driver notate damage and refuse the package. If you never take the package into your possession, you are backed by your credit card company, if you take it into possession, you are not always backed by them. 

 

 

[Mike L]

LAST WARNING 

Stop personal attacks to members 

 

 

 

 

 

Mike