Custom Bauer Shadow Order Error, How Do They Resolve?

[Smalls]

So I ordered a custom Bauer Shadow 24" stick from Goalie Monkey. Everything about my custom order is right, but there is no penta grip and I had selected penta grip on the GM order form and it shows I did as well. However that Spec Sheet that ships with custom sticks shows no penta grip. While I have reached out to Bauer and GM with a support ticket, I was curious if any of you have ran into this and how did it resolve? Since I'm guessing it's going to take a while to get a resolution here.

The main issue is sure, I'm sure I can send it back and they will fix it. But the stick took 40 days, and I cannot be without a stick for that long as I have games to play before then. This is the first custom stick I've ever ordered and while no penta grip isn't a complete deal breaker this does not give me much trust to order custom sticks ever again after spending close to 400 usd and 40 day wait for just 1 stick.

[Chenner29]

Pretty sure they'll let you use the item as-is until the corrected version comes in.

How did you get away with only 1 custom? I thought it was 3 minimum for sticks.

[Smalls]

1 minute ago, Chenner29 said:

How did you get away with only 1 custom? I thought it was 3 minimum for sticks.

Right on GM it shows the option for selecting just 1 when you go to customize. I'm glad now they didn't mess up 3 though lol. I was hoping they are just going to send me the right one and I can keep this one like you said but I know that's not always the case and probably depends on who made the screw up, Bauer or Goaliemonkey.

[Chenner29]

Looks like a retailer side error to me.

When I order Bauer sticks from TGC, they have me fill out the form they send to Bauer.

Only error I've gotten is the namebar wrong once (they printed my real last name instead of my nickname - and my real name wasn't anywhere on the order lol)

[Smalls]

7 minutes ago, Chenner29 said:

When I order Bauer sticks from TGC

I had already tried to get Jay from TGC to order me just one and he wouldn't because 3 is the norm so I went to GM for that reason. He was also pissed to see that I was able to order one as he and I speak regularly and told him about this mess up. He said his Bauer rep won't let him order just one so he is going to use my case as an excuse to get them to allow it in the future.

This is also what I get for going anywhere but TGC but my hand was forced 

Edit to say: I haven't broken a stick in over 8 years of high level beer league lol. I end up giving my "old" sticks away to goalies in need locally when I end up splurging for the new stick models out. So a 3 pack would have been a total waste in my case.

Edited August 19 by Smalls

[Puckstopper]

13 hours ago, Smalls said:

Edit to say: I haven't broken a stick in over 8 years of high level beer league lol. I end up giving my "old" sticks away to goalies in need locally when I end up splurging for the new stick models out. So a 3 pack would have been a total waste in my case.

I used to get stupid good deals on 3 packs when working for a retailer, and you're right, for beer league it's often a waste.   Of 9 custom sticks I've ordererd I've broken 2 due to mods I made (cutting the shoulders on Warrior M series is a bad idea FYI) have 2 totally fresh and untaped and have given away one brand new stick.   So yeah, I hear you about not wanting to pay full retail for 3.

Like Chenner said, Bauer is usually really good to work with when there's an error in production.   They're a little tougher on warranty stuff, but if an order gets boned up, they'll take care of you.  

 

[Smalls]

3 hours ago, Puckstopper said:

Bauer is usually really good to work with when there's an error in production.   They're a little tougher on warranty stuff, but if an order gets boned up, they'll take care of you.

I'm happy to hear this. Because it will suck to wait for the right one, but it's better than telling me to kick rocks, and I can use the messed up stick until then.

I've yet to hear back from either Bauer or GM at this point but it's only the first business day since reaching out to them via email so I have to be patient. It is odd to me that GM support page shows a live chat but it's always greyed out and can't use it. I wonder if that's a site bug or on my end.

[Chenner29]

20 hours ago, Smalls said:

I had already tried to get Jay from TGC to order me just one and he wouldn't because 3 is the norm so I went to GM for that reason. He was also pissed to see that I was able to order one as he and I speak regularly and told him about this mess up. He said his Bauer rep won't let him order just one so he is going to use my case as an excuse to get them to allow it in the future.

This is also what I get for going anywhere but TGC but my hand was forced 

Edit to say: I haven't broken a stick in over 8 years of high level beer league lol. I end up giving my "old" sticks away to goalies in need locally when I end up splurging for the new stick models out. So a 3 pack would have been a total waste in my case.

 

6 hours ago, Puckstopper said:

I used to get stupid good deals on 3 packs when working for a retailer, and you're right, for beer league it's often a waste.   Of 9 custom sticks I've ordererd I've broken 2 due to mods I made (cutting the shoulders on Warrior M series is a bad idea FYI) have 2 totally fresh and untaped and have given away one brand new stick.   So yeah, I hear you about not wanting to pay full retail for 3.

Like Chenner said, Bauer is usually really good to work with when there's an error in production.   They're a little tougher on warranty stuff, but if an order gets boned up, they'll take care of you.  

 

As much as I like the tech in the high end sticks, I have had pretty bad luck with them (2S and Hyperlite).  I actually found there was a really marginal performance dip when going to the senior line, so I've actually been ordering those.  No spine/no weird tech, and they seem to last really well.

[Puckstopper]

15 hours ago, Chenner29 said:

 

As much as I like the tech in the high end sticks, I have had pretty bad luck with them (2S and Hyperlite).  I actually found there was a really marginal performance dip when going to the senior line, so I've actually been ordering those.  No spine/no weird tech, and they seem to last really well.

I'd agree that their SR level stuff seems on par with a lot of top offerings as far as weight.   I've got one pro-return 2S Pro that hasn't seen enough use for me to say it's durable or not yet.  I love how light it is, but I keep going back to my trusty CCM EF4's.  I'm still using the same 2 that I taped when I got the 3 pack years ago, and there's still one waiting for me to cut down the shaft and shape the shoulders so I can use it.   Something about that stick just feels right to me.  

[Smalls]

Got a call from a support rep from Goalie Monkey this morning. He gave me two options. Option 1, which was 30% refund and I just deal with it, which is obviously . Option 2, they put in a new order for me free of charge with the right options I had originally with my order, but this also means I wait 30-45 days for it to be made again. That's the winner .

Obviously I went option 2 as this option gets me a "free" stick and satisfies me from feeling like I got screwed a bit. Can just use the stick they sent until then. So all is well and @Chenner29 was right.

He said lately they (Bauer) have been messing up that grip option for many people for whatever reason.

[Chenner29]

7 hours ago, Smalls said:

Obviously I went option 2 as this option gets me a "free" stick and satisfies me from feeling like I got screwed a bit. Can just use the stick they sent until then. So all is well and @Chenner29 was right.

Don't worry about keeping track, I'm doing it already

[Smalls]

Update to this. Got a notification from UPS that Bauer was shipping something to be delivered on Wednesday...to the wrong address LOL. MY experience with Goalie Monkey has been horrific honestly. So I called support and the Bauer rep that dealt with re-ordering me a fixed custom stick said he must not have caught that the address wasn't right. So now if they can't get UPS to redirect the order he said we have to hope the person returns the item.

I said so I have to hope some random person is gonna return a huge random item like that and I have to take the brunt of their error for a second time by 1 waiting to see if the home owner even returns the stick, or even better if they don't I have to re-wait ANOTHER 30-45 day wait time? Yikes. What a shit show.

Edit: To be fair the address Bauer shipped to matches the first line exactly, only the city, state and zip were wrong. But still.

Edited September 10 by Smalls

[xmikex32]

So they can get UPS to redirect the package i have done it for my packages but the question is WILL Bauer a giant company put in the effort to get it changed or just kick the can down the road. You could also create a UPS MyChoice account, its free and you might be able to redirect yourself. I had them deliver and hold one of my packages at my local UPS Ive also had to call and have them change the delivery address since TGC accidently put place instead of drive and it just happened there were two street names that were the same with different endings (pl./ Dr.) right next to each other. 

So you might be able to change it yourself and avoid having to play with Bauer...shouldn't be your issue but you will still get your gear faster.

[Smalls]

Just now, xmikex32 said:

So they can get UPS to redirect the package i have done it for my packages but the question is WILL Bauer a giant company put in the effort to get it changed or just kick the can down the road. You could also create a UPS MyChoice account, its free and you might be able to redirect yourself. I had them deliver and hold one of my packages at my local UPS Ive also had to call and have them change the delivery address since TGC accidently put place instead of drive and it just happened there were two street names that were the same with different endings (pl./ Dr.) right next to each other. 

So you might be able to change it yourself and avoid having to play with Bauer...shouldn't be your issue but you will still get your gear faster.

This is a good point. I actually found out about this mess up before it was already delivered only because of UPS mychoice since it sent me a text. I did think to change it myself but it was after I spoke to the agent at GM who said he was gonna call Bauer and UPS to try to fix it himself which I honestly prefer because they are the ones who messed up so I'd rather not pull my hair out if I don't have to but yes time is limited at this point since delivery is tomorrow so I hope they don't kick the can down the road too long lol. I also don't want to do something on mychoice at this point to devert the delivery if they are also trying things on their end who knows what kind of nightmare that could cause but if he calls me back I will bring that option up to him.

[ZeroGravitas]

How on earth did they screw up the shipping address? Maybe they typed in the street address and the autofill incorrectly assumed it was that other city? But it's going to the wrong STATE? Jesus.

Was that a Bauer boo-boo or a Monkey boo-boo?

[Smalls]

Just now, ZeroGravitas said:

Maybe they typed in the street address and the autofill incorrectly assumed it was that other city?

Yep this is what I said to the GM Bauer rep and he said yeah he must have not caught it so this one is on them. And since it was a separate replacement order they placed internally I had no way to check before getting the ship notification on my phone lol. Like I said, this was my first time ordering anything custom through GM and it's been a mess.

I want to know who messed up initially on the penta grip option. Because the Bauer rep from GM told me Bauer was messing it up but talking to a different store who I normally custom order through said that GM can mess that up as it can be a spreadsheet they need to fill out based on my options from the order page.

[ZeroGravitas]

6 minutes ago, Smalls said:

I want to know who messed up initially on the penta grip option. Because the Bauer rep from GM told me Bauer was messing it up but talking to a different store who I normally custom order through said that GM can mess that up as it can be a spreadsheet they need to fill out based on my options from the order page.

I suspect it was GM - they fill out the manufacturer's custom order form based on the input into their (GM's) own customizer. I've seen it with a set of True gear that came through - a Monkey employee apparently entered the wrong color into the True customizer. I don't understand why GM wants to waste time and create an opportunity for errors. If someone was to get Bauer Pro Custom gear from Monkey, you have to input the Bauer recipe ID there. But regular Bauer custom has to go through the Monkey customizer. Ugh.

[Smalls]

Someone must have fixed the issue as my UPS now shows that they received a request to modify delivery address. Never got a call back from anyone at GM but maybe this can finally be put to rest lol.