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I would like to share a mixed experience I had as a customer at Dolphin Scuba Diving.
My sister and I came to the store looking for new masks and snorkles.
Even though we arrived 20 minutes to closing time, the young lady who assisted us was very helpful and friendly in helping us choose new gear. She was knowledgeable and made us feel comfortable with trying on the various masks to find the right ones for us. After deciding on what to get, we were then served by an older lady (who I assume is the owner) and we paid for our gear. We were told that an itemised receipt would be sent via email. Before leaving, the owner realised that she had overcharged us for an extra mask strap and gave us a refund of $17.50.
When we went home, we still had not received the receipt via email. We also added up the price of the gear and realised that what we paid did not match up with the total cost.
So I had to go back to the shop the next day to follow up. It turned out the my email addess was incorrectly entered into their system - an honest mistake. But when I checked the receipt I noticed that I was overcharged by $21 for one of the masks. The owner explained to me that the price listed in the shop and online was incorrect and needed the be updated, and she gave me a refund on the difference. She did not however apologise for the inconvenience caused.
After leaving the shop I then noticed that I was also overcharged by $9 for the second mask, so I returned again to query it. The owner again said it was the wrong price and refunded me the difference. However she said something off-hand along the lines of "you should have noticed this earlier when you asked for the first refund". I was taken aback as she seemed to infer that I was wasting her time.
She did not apologise for the pricing discrepancy or for the inconvenience of me having to return the shop a second time to follow up on the overcharges. Mistakes happen but it's the way in which they are handled that is important.
I'm all for supporting your local dive shop, and understand that everyone has bad days, however a business should still aim to keep good general customer service practices. If you're a future customer here, I recommend checking what you've paid against the advertised price of products.
Overall based on this experience, I would find it hard to recommend this store to others. Part of me would like to return in the future to give them another chance but for now I'm put off. In total I was overcharged and refunded $46.50. - via 