I went online to order a Thule ski rack model 92726 for my car from the Thule website. The order was placed and shipped. I was unaware that it was being fulfilled by a local store. If I known it was going to be Sport Systems in Albuquerque fulfilling the order I wouldn't have made the purchase as i have had several bad experiences there. The item arrived in an undamaged shipping box, inside was a Thule box. I immediately noticed that the tape on the Thule box was cut and more tape was applied so I suspected the box had been opened. To my surprise the box was missing 1 entire ski rack out of a set of 2, so at least 50% of the contents were missing. The rack that was shipped was in a plastic bag that also looked to have been opened and the ski rack was marked up and dirty, it looked to have been used. I then noticed the sticker on the side of the box said "display". So, this company was trying to pass off the display ski rack as new. I probably wouldn't have caught it but since they didn't even check to see if all the contents were in the box, I did notice. I called and spoke to a "manager" at the shop who said they would have another one for me, they didn't even offer to ship it I had to come get it. I had to take time from my work and my day to drive across the city to pick up a replacement. Once at the store they had another Thule box ready for me, I again noticed that the tape had been cut and re-taped. I worried they again we passing off display or returned items so I refused to take the new box. They had no other Thule racks of this type so I asked for my money refunded. They then had to call a manager to process this refund. The manager spent a long time trying to get the refund processed, and due to some tax calculation issue I got refunded 2 dollars more than I paid. The manager said they would take the hit on this, like he was doing me some favor. I'm the one who had to explain this on the phone for half an hour, drive across town and spend another hour getting this resolved. There was no apology or anything to make this better, just "bye". This was just the worst service and lowest integrity from any company I have dealt with. They are trying to pass off display items as new and don't even check what they are shipping. This is actually the 2nd time I bought a car rack from them that was missing major parts and about the 4th time I had issues with their products and services.
I would recommend that everyone avoid this store and use REI or another local sports store. I videoed taped my visit to the store and took photos of the box too. I will make a Youtube video shortly about this. I just want all to be informed about my repeated frustrations with the store and how they treat customers.