Please, somebody tell me I'm wrong to be angry about this

Weaver · 12-13-2005, 07:55 AM

I ordered four items from a vendor online one month ago. The four items are directly related to each other and the order seemed to make sense. I received three out of the four items correctly. The fourth item could not be any farther away than the item I ordered. The size, shape, color, weight is nowhere close to the item I ordered. The two items do totally differnt things. This is beyond apples and oranges, its more like apples and steak. The packing slip was my correct online order form and it was checked with a pen and highlighted. This packing slip was checked over twice! The problem is, the four items work together, so I'm kinda stuck. Hey, but nobody's perfect. Mistakes happen, believe me, I should know.

After sending an email informing the vendor of the mistake, I received a reply stating that I would have to ship the incorrect item back before I could get the item I paid for. There was no mention about who would pay for this shipping. My other option was to have the correct item sent to me and billed on my credit card, just to be refunded after I pay for the return shipping of the incorrect item. I really don't like the idea of being bill twice for someones stupidity. I don't like the fact that I have to pay for shipping so I can get the item I have already paid for, both in cost and shipping.

I told the custommer service rep. That I was not happy about this, maybe they should send me a UPS or FedEx return slip, so they can foot the bill. They said that was fine and claimed to have mailed it to me. That was two weeks ago. No slip, no item, no nothing.

Is this normal practice? Do they not trust that I will return an item that I will never even come close to using? Is it alright for me to be really pi$$ed about this? I have never had a problem with this vendor before. What should have been resolved in seven days has now lasted four weeks.

What should I do?

Thanks for your time.

Flatbutt1 · 12-13-2005, 08:07 AM

Since you 've used this vendor before, I'd give them the benefit of a doubt and make another call to try and straighten it out. Get a supervisor or manager on the line, get their name and a committment as to what is going to happen. Then follow it up with an email.

Try and not waste too much energy on being pissed, though I have not mastered the art myself.

onewhippedpuppy · 12-13-2005, 08:12 AM

I had to deal with a similar situation recently, I was returning a defective product and they wanted me to pay the shipping. After refusing to do so, they eventually offered to reimburse me for my shipping charges after they recieved the item back. Though it took several calls, talking with various morons, I did finally get back my money. Luckily I kept my reciept and tracking number, they initially tried to accuse me of not returning it, and tried to charge me.

What can you say, customer service nowadays is a joke, that's why I hate ordering online. Any place that has good customer service has my business for life, even if their prices are a little higher.

Hugh R · 12-13-2005, 08:40 AM

My wife likes shopping on line at Eddie Bauer, if she doesn't want the item she can return it to the local store.

Moses · 12-13-2005, 08:48 AM

I recently ordered new mats for my other car. The company sent the wrong ones. I e-mailed them. They overnighted the correct mats and included a pre-paid Fed-Ex label to send the old ones back.

Nothing builds relationships like great service.

Weaver · 12-13-2005, 08:54 AM

See! That was exactly what I thought they would do! Instead they told me it was "company policy" to charge for the item until the incorrect one was returned. What happens if the incorrect item is lost in the holiday shipping mess? How do I get the item I paid in the first place?

Y'all would be amazed at the differece these two items are. I would say it would take only a complete moron to confuse these two items, but I guess there are plenty of those to go around.

Maybe it should be "company policy" to get the orders right in the first place!

notfarnow · 12-13-2005, 08:57 AM

I just paid $5 for a sandwich that had mayo on the meat side, and mustard on the lettuce. Too late to bring it back, cuz I was hungry and ate it anyway.

dhoward · dhoward's Garage

You're wrong to be angry about this....

gatotom · 12-13-2005, 10:45 AM

Boy, this just hit a chord in me.

lets start from the beginning, oct 1 my kitchen faucet was acting up and in a bad hair day mood I whacked it, felt good. Now I have to buy a new one,sooooooo, go to local home depot and pick out what I think as a good one and bring it home. Install it and right away the spray is like a geyser, not normal in my house cuz my water pressure is not very high. Tolerate it but wife says fix it, go back to the store and get another noozle tip, not much better, adapting here. About two wks pass and the faucet now leaks after you shut it off. OK in about a month we have another pos here.

So, I tell the wife, we will order a very expensive faucet, found it over the net and in a week it will be in the house and problem solved. Everyone is happy. Week comes and goes and the faucet arrives only to be the wrong one, right box label but wrong faucet inside. OK, call the co. up and they say sorry the correct one will be there in a week. You guessed it week goes by and no faucet. Call the co. up and they put me on hold for who knows how long and when they finally come back on they say we will call you back in a minute or two. Hour goes by and my buttom have finally been pushed, call them back up and the truth be known they have no replacement in stock but are calling suppliers to fill order, Bang, I snap and say sorry, your co. sucks and give me a ra number to send this pos back, I will order from someone else.

So now I have reordered and the ra slip within minutes shows up in my email. Anyway, hopefully by friday the new faucet will be here and I can take the one from home depot back.

onewhippedpuppy · 12-13-2005, 10:50 AM

Quote:

Originally posted by gatotom
go to local home depot and pick out what I think as a good one and bring it home.

Your first mistake.

Joeaksa · 12-14-2005, 07:32 PM

I do it the easy way. Pay for most everything with AmEx. I give the sellers one chance to do it the right way. Then I call AmEx and they refund my money and make the seller prove that it was done correctly. Have never had a problem with them and its worth it to me ...

Joe A