Customer service definitely needs to improve, I was served by dumb girl that was mixing up emails and never responding my questions, at the end I told her to get a grip and she said that she had too many emails to respond.
They have good range of products and good prices, but should improve Customer Services.
Awful service. I ordered a watch which should have been delivered in 3-5 biz days. I tracked it and it said it was mailed out but it never actually was. I had to contact leisure pro for details and eventually it was credited BUT they didn't credit me the expedited shipping charge which I had to call back again to get. Would have been nice to receive more info - that the item wasn't going to make it, even though they still have it in stock. They offered to resend, but after all the nonsense they still wanted the full price. No thanks. Poor job all around. Spend the extra money and avoid the incompetence if you can.
Always helpful, friendly and knowledgeable stuff members, highly recommend!
Very friendly - they helped me find snorkel gear within a tight budget.
When researching scuba gear I usually visit the Leisure Pro website. Call visiting New York, I knew I had to visit the store. The store is small, but the staff is very friendly and willing to get any scuba gear you need from downstairs (where they store their inventory).
Totally deceiving. I ordered JBL reaper speargun As described in wallmart website. When I received the order turns out to be JBL stainless steel shaft only. What a waste of time
I've bought from them many many times over the past 5 years or so and I am very satisfied. Reliable service, fair policies and good prices. Their physical store in NYC is tiny and isn't very impressive, but their online store is great.
Two things to know:
1. They have great prices on Aqualung products but they are not authorized dealers of Aqualung.
2. If you buy something with FREE shipping, and then you need to return the item, you get charged for the shipping.
David in customer service was great and helped us in getting the products we wanted for a good value! Exceptional customer service we had a request and he followed up with a phone call...rare these days!
Update: Management from LeisurePro reached out to me and has made it right. Thank you Nancy for all you have done to rectify the situation. You are definitely a true asset to the company.
I bought a Cressi BCD from them and they refused to assist me with a broken weight pocket. They required me to return the entire BCD and issue a credit so I would have to buy a new BCD which is now a $120 more expensive. I wish I could give them a 0 stars. Never buying from them again and I suggest you consider an alternate dive supply shop.
Total nightmare. Leisure Pro Did not ship within the time that they would specify, and my equipment did not arrive in the time that they said it would.
On top of that, Leisure Pro had the most important part of my order drop shipped from the manufacturer. Leisure Pro did not follow up on the order with the manufacturer, and my equipment did not arrive.
When I called customer service to find out the status of my order, they were unable to provide me with any information.
I truly regret ordering from Leisure Pro. The exact same package that I purchased is available on Amazon for the exact same price I will make sure that I order from Amazon in the future, I will never give Leisure Pro another penny of my money.
Wanted to buy life jackets, I had to call three times just to figure out if they had them, when they could be shipped from their warehouse and when I could pick them up. You would think that after three calls they would remember a potential customer, but no... every time I called I had to explain everything all over again and describe what the other employees had said to me. I went to pick up the gear, and again they had NO IDEA who I was or what I was looking for, they made me look up the name of the product on THEIR web site. Then the guy who was helping me vanished and 10 minutes later I saw him with 20 goggles in his hands helping out another woman as if I had never existed. When I asked him where my life jackets were he told me to wait a minute...
I went back the next day to return two of the life vests since they had never been used... they were closed at 2PM on a Friday in NYC.... I have never seen a shop close at 2PM on a Friday... Also closed ALL day on Saturday... It's called Leisure Pro.... how is a Leisure shop closed during hours of leisure...
Very good store. Polite sales representatives and good discounts.
Their exchange / returns are a nightmare. After countless calls and emails still waiting for my full refund. Be cautious when shopping here.
They didn't have what I needed in stock at the store, so I reached out to them via email to arrange having a couple of suits sent to the shop so I could try them on. Immediately, the guy who responded to me was short with me, not very helpful, and made giving LP money an unappealing proposition.
I'm a women looking for a 5mm suit, very few of which they had in stock in the shop. Salesperson via email offers two examples they have in stock, says that's it. I say, I was told it was possible to bring more models into the shop, since, especially because I'm a woman, suit-fit is idiosyncratic. His response was literally "We don t have saleswomen in the store if that s what you mean", which wasn't what I meant, but made me also think, You don't have any women working in the store?(No, no they don't. In retrospect, I'd shop elsewhere), and finishes that email with, Oh hey we actually **do** have one of those suits you mentioned in stock (so *why* wasn't this included in your first response in which you listed "all" the 5mm women's suits you have in the shop??).
I told this guy that I was looking to buy: a **BCD**, a 5mm suit, a *regulator*, an SPG, and probably a bunch of extras (lights, knife, whatever) and got the least interested, least helpful responses I could have imagined.
I'd just said I'm putting down ~$2000 and you're acting as though I'm putting you out to help me find a suit that actually fits; unbelievable. Like actually helping a customer with a large investment is somehow a favor to me.
This went on, btw, over a series of **9** emails. 9 uninterested, unhelpful emails. WTF.
Tl;dr: Awful CS via email, real ignorance about product lines (esp women-specific BCs and suits), no women on staff, CS staff not knowledgeable about individual products.
EDIT: They reached out to me and I worked with a different person, Mario, to put together a comprehensive list of what I'd need. I spent several hours at the store with Mario, who was great - very knowledgeable, very helpful, very patient.
I did overhear Mario asking about the discount I had been offered in a private email, since my first experience was pretty abysmal. Regarding the actual percentage, his manager said (I quote), "What am I, an idiot?" (very tactful), so I certainly was given a smaller discount than Mario had thought I'd get. Don't think I'd go back, the overall experience wasn't great, despite great in-person CS, after making a stink about it.
This is nothing more than a drop ship company that needs some six sigma supply chain training. They dont take customer notes so you get a different story depending who you talk to. They do not confirm shipments untill many days later. They do not meet their shipping times. It takes over a week to remove their holds from your credit card or paypal. They cannot put hands on your order so they must not even carry any stock. This is a NYC call center, good luck with them and their phony reviews.
With new Australian consumer tax laws coming into force, Leisure Pro could be a positive alternative when buying scuba gear overseas and having it shipped to AusPost Shopmate Portland warehouse in Oregon.
Even though they are a powerhouse on-line seller , they have a retail location in Manhattan and their customer service is outstanding and very personal. There is always a "human" there to help you over the phone or email.
The have the most complete variety of products and brands. Excellent prices. Purchased on store and by mail, service was top notch. Customer service is helpful and friendly. They even have a program for pros for discount. Very nice. I'll soon try the buy back service.
My favorite scuba diving store in NYC! Best prices, best stuff and best return policy ever! Guys you are the best!
When to the brick and mortar store, the service was good. I purchased a hooded vest and the price was good. I also sized some of the wetsuits, they have a larger selection on line. So I will order one from the website soon, I hope that the shipping is as advertised. Most of the staff are not divers so do your homework on what you are shopping for.
Now for the big test, there was a price change on an wetsuit I purchased on line, by the time it arrived they cut the price by over $100. I have emailed the store about this... ball is now in their court. 1/10/16, They responded and issued a credit. The store has earned its stars and a repeat costumer.
Very unhappy. I ordered a specific speargun from this shop and was sent a different model then what I ordered. Not only was it a cheaper gun all the decals on the gun were torn and the gun itself was scratched. $400 dollars on what looked like a used gun. Then I call and they tell me they arent even sure if they have the model I ordered in stock! Stay away, plenty of websites and shops that sell diving equipment, choose a different one
Purchased a used dive computer from them a few months ago, finally hooked it up to air and the high pressure line bulged and nearly went flying into the back of my head. I purchased this item because they said they would warranty it for two years directly on their website. When I called them, they stated that they would not replace the damaged item because it was out of warranty (only owned the item four months). They would not let me speak to another representative or supervisor higher up. Yes they have good prices, but the customer service is absolutely horrible. At this point, I will not buy from them again. If you decide to purchase from here, do not buy anything used (because obviously they don't verify it's safety) and understand that you are buying the item for price alone and not customer service.
Mario is great very knowledgeable salesperson not pushing will help you make the right decision like he said it's all about the fit not about the price so if you buying gloves or wetsuit or drysuit make sure it fits right. If you're looking for a new wetsuit drysuit goggles gloves or anything related to scuba diving and go see Mario he will definitely help you out and he'll take care of you
Took an hour to buy equipment. They were busy, I get it, but instead of helping one person at a time, they were trying to help multiple and jumping back and forth. So they'd forget the question you ask them, and have to reask it. Also not everything we asked was answered well. As newbies to snorkeling it was a very frustrating, but we did end up buying great quality items after all the hassle. (partly because of internet research on our phones while waiting).
Leisure Pro is a local gem.I'm partial to freediving and these guys do an excellent job training an aggressive snorkeler the discipline required to go deep.These legends will unlock your true waterman potential.
Update to original review below: Leisure Pro got back to me via Twitter and has requested Amazon to give a full credit back to my original form of payment. I need to wait up to 7 days to see it, but I'm assuming there won't be a problem. For this reason, i have changed my rating from one star to four stars. I did not give five stars because of all the hassle I had to go through to finally get the credit. But, at least in the end, Leisure Pro stepped up.
I purchased some Aqua Sphere goggles from Leisure Pro (via Amazon). The goggles broke before the one-year warranty period was up, so I contacted Leisure Pro, who told me to mail them back and they would issue a refund to my original form of payment. I mailed them back, via USPS, got a tracking number, and via that tracking number confirmed delivery. However, Leisure Pro denied receiving the defective goggles and refused to give me a refund. For $23, and given that I had a tracking number and confirmed delivery, I am very surprised they would not issue a refund for a relatively small amount like this, if not just to preserve customer goodwill. Last time I make any purchases from them--and I am a scuba diver, who has purchased much more expensive equipment from them. Very poor customer service. I don't trust their warehouse receiving department. I've initiated a lost package trace with the USPS, but I doubt anything will come of that. Don't know what more I can do.
Low prices and lower customer service. They are poor operators & have a person with a heavy foreign accent as a customer rep on the phone (not going mention specificly). I spend a lot on scuba gear, i will never go back to them. A rookie could do a better job
Excellent selection for scuba and snorkeling gear + great prices. Customer service is superb - had a problem with an order and they took care of it right away. Good people at Leisure Pro. Next time I need any aquatic gear I will be sure to shop from their website.
It took me 10 minutes to find it because it was in a strange rusty building. The workers look like they don't care about their job and couldn't help me find what I wanted.
The company takes no responsibility for items "once they touch water". So essentially every sale is final. I mean its a dive store... the items are meant to be in the water... Terrible return policy.
Up until this point, I have been very satisfied with my experience with Leisure Pro. Items I have ordered have been high quality, on time, and any interaction with customer service has been efficient and friendly.
I recently (4/12/19) ordered two wetsuits from Leisure Pro. I was nervous about ordering wetsuits online, but was encouraged by the Pressure Free Fit guarantee and previous experience with Leisure Pro, so I decided to risk it. Both wetsuits were a poor fit for us (too small) which was disappointing because we have been longtime Henderson users and these were Henderson suits. So I used the online process to return the items, selecting to exchange both for larger sizes to try. This all went smoothly and I printed out the return labels and shipped the boxes back. Shortly we received the larger sized wetsuits in the mail. One of them came directly from the factory (side note - that product was defective with a leg sewn on twisted. . . . I noted this on the return form). Still we were not satisfied with the fit of either suit but going to an even larger size would have made them too big.
Trying to return these two items is where the problems began. Went I went online to return the items for a refund, I was unable to do so. Because these were exchanged items, the only option for returning them was to select store credit. I did not want store credit and was well within the time frame for getting a refund back on my card. I called Customer service on 5/5/19 and explained the situation. The representative was very nice and informed me that I could simply fill out a return form, package the products within an outer shipping box (inside their original boxes) and ship them. This process however cost me $60, which is completely unacceptable.
Since the items had to be returned in the original boxes WITHIN an outer shipping box, I had to purchase a large box to fit the two smaller boxes. I don't have access to boxes so I had to buy one at the shipping store. Next, the shipping cost $40. I called customer service to ask about getting a shipping label from them (like I did for the exchange) but was informed I could not, because I wasn't able to process the return online. I understand that the original return shipping charges are non-refundable, but they were not $40. So by not being able to return the items online, since they were an exchange, I had to pay exorbitant shipping costs plus $20 for a box since I wasn't allowed to put any labels on the original boxes.
I feel like I was mislead about the Pressure Free Fit process. Had I know what a hassle it would be to return the exchanged suits I never would have gone through the process in the first place. $60 to return two wetsuits was unfair. That is almost half the price of one of the wetsuits I tried.
I emailed the company (including the President since he emailed me to thank me for my order and to report any issues, so I did). The response was a canned apology basically saying too bad.
Update: I appreciate the response below but it misses the point. I completely understand that you don't offer free returns. I was not looking for a free return. I was looking to process the return like normal but couldn't because I used the Pressure Free Fit. If I had ordered two wetsuits and decided to simply return them, I could have processed the return online, printed out the shipping label (with a reasonable amount deducted from the refund for shipping), put the label on the box and returned it. But because I exchanged the original items for a different size to try, the option to process a return online was gone. I called hoping I could do it over the phone and was told I would have to process the return on my own (not get a printed label) AND get a new box as I could not stick anything on the original boxes. The amount I had to pay to return the two exchanged wetsuits was WAY more than if I had been able to process the return online and just have the shipping cost deducted from my return. Particularly because I had to buy a box.
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