Brad
I’ve been a loyal customer of Dive Gear…
I’ve been a loyal customer of Dive Gear Express for many years and have purchased the majority of my scuba equipment here.Unfortunately, my most recent visit on June 19, 2026 was one of the worst customer service experiences I’ve ever had. I arrived to pick up an order and had to knock because the door was locked. The front desk employee, Candice, eventually let me in. She immediately asked for my order number in a very curt tone and snapped her fingers at me. She then told me the store was closed for a federal holiday (Juneteenth) but had still let me inside, which was confusing. When I politely mentioned that it was a relatively new federal holiday and that I wasn’t aware of it and felt there are already enough federal holidays, she demanded that I leave the store. I asked her what I had said that was offensive and whether she was accusing me of racism. Instead of de-escalating or remaining professional, she escalated the situation, threatened to call the police, and said the matter would be taken further. Another customer who was present also got involved and called my comment insensitive. This turned a simple order pickup into a hostile confrontation. I later spoke on the phone with someone named Kenneth who confirmed he is also Black. I expressed my disappointment and asked for staff to maintain a more neutral and professional demeanor with long-term customers. As a longtime repeat customer, I expected basic professionalism. Instead, I was treated rudely and essentially kicked out over a calm comment about federal holidays. I’ve since learned I’m not the only customer who has experienced similar treatment from this employee. Dive Gear Express needs to address this issue with their front desk staff. This kind of interaction alienates loyal customers and reflects poorly on the business. I will be taking my future business elsewhere unless there is clear improvement in customer service standards.