Customers dont seem to matter anymore.

[LD1]

Agree that some vendors are not very interested in fixing problems. I am starting to always check Amazon when shopping things.. I check the return policy on the item I am interested in. I had a small part that was missing from a shipment, notified them and a replacement was shipped expedited in a day or two (it was around holidays and they wanted to make sure it did not show up in separate shipment).

Return policies and all that shouldnt apply when they screw up and send you something you didnt order. Then refuse to send the item you paid for without charging you again, or waiting on old one to be returned.

There return policy is simply listed as 30-day guarantee, either money back or replacement....customers choice.

 

[oldnslo]

LD1,
Not sure where you live but is there a brick and mortar company close enough that you could have drove to and got this part Vs an internet order?

Being an older phart I am old school and like to do the hands on here is what I am buying Vs looking at a picture or add and hoping this is what I am buying.

good luck

 

[KennyG]

Sounds like a very frustrating experience. However, I buy a lot over the internet and my experience has been almost always positive and I think it keeps getting better. If I can't nail down the exact item I'm getting I don't order or I call and check with them first. It's usually spot on and delivered quicker than advertised.

 

[LD1]

LD1,
Not sure where you live but is there a brick and mortar company close enough that you could have drove to and got this part Vs an internet order?

Yea, for about double the price for the exact same part and would require a trip in to get it. I work 12hr shifts and nights to boot. This place was out of the way and in the middle of my 4-day work stretch. So I figured I could order, and part would arrive before I would have my next day off to even consider picking it up.

 

[coobie]

The wife and spent the last 3 weeks new truck shopping how do you think that went? I feel your pain,LOL..

 

[LD1]

Update:

I called them about an hour ago, since it had been 3 hours since I sent them an e-mail requesting an immediate and full refund, and hadnt heard anything.

The guy I needed to talk to was apparently out to lunch. So left him a voicemail to call me ASAP.

Never called, never e-mailed back, but my phone just gave me a notification that I have been refunded the full amount and order was cancelled.

Wouldnt it have just been alot easier to send me a bulb out yesterday and ASAP. They would have still had the sale, they would only have been out the return shipping, and I would have been a more than happy customer (since it was actually the "warehouse" that just grabbed the wrong one).

As it is, out the sale, and still paying return shipping, and have a very unhappy customer.

I have said it before and will say it again. No matter what venue you use to order, or what business you order from, people are human and make mistakes. Every company makes mistakes. What sets the great companies apart is how they handle these mistakes. If I was a business and I screwed up one way or another, I am gonna bend over backwards to try to have a happy customer. This company had no interest in owning up to their mistake and trying to make things right. Will never do business there again.

One of my best experiences was with a company that I had ordered a part from, and 6 months later a bearing failed. It was actually a mower clutch. They honored the warranty no questions, but upon receiving the new one it was realized that I screwed up. Had installed the old one upside down:mur: I called them, explained what was going on and feel they dont owe me the warranty and that I would pay for the new one. And instead of sending the old one back, I would keep and attempt to replace the bearing that is staked in and not supposed to be replaced. They wouldnt let me pay full price. Insisted on only charging me their "cost", which was almost 1/2 off.

Guess where I am buying a mower clutch from next time I need one.

 

[Rustyiron]

. I called customer service two days ago on a order for a Moen product and the girl had me on hold while she called Moen and came back and said they were shipping my item that day to them so they could send it to me. Today I get a e-mail from them saying it is still on back order and they already charged my credit card even before they shipped it to me.
Yeah, Now that's a good way to do business. :thumbdown:

I have dealt with Moen directly on 2 or 3 faucets (over the years) Amazingly helpfull and NEVER charged me anything. I am impressed with them and their "lifetime" guarantee means just that. IIRC it was all done on the computer, no phone calls.

 

[rekees4300]

I am starting to always check Amazon when shopping things.

Bingo ... 95% of the stuff I buy online is from Amazon. No hassles, no stress. When I need to return an item I just put it back in the box and the next day UPS picks it up. No return labels to print/cut/tape, no return authorization numbers, no telephone/email tag, no arguing with incompetent sales reps., and refunds made the same day Amazon receives item. Amazon is amazing, it just works, simple as that!

 

[PILOON]

I have dealt with Moen directly on 2 or 3 faucets (over the years) Amazingly helpfull and NEVER charged me anything. I am impressed with them and their "lifetime" guarantee means just that. IIRC it was all done on the computer, no phone calls.

Me too! except that they changed that 'lifetime' after a certain date. Fortunately I had a receipt to prove date of purchase.
Shame is generally it was a mere 'penny' O ring that would cause a problem.

 

[hawkeye08]

Return policies and all that shouldnt apply when they screw up and send you something you didnt order. Then refuse to send the item you paid for without charging you again, or waiting on old one to be returned.

There return policy is simply listed as 30-day guarantee, either money back or replacement....customers choice.

Agree, but I have had good luck with Amazon and not so good luck with some of the smaller vendors online. For example, I found some safety thingies for the door knobs (so grand daughter can't open door so easy). I found a little cheaper a few places, but settled on a seller on Amazon. I ordered a three pack, received the package when expected, but it was qty one for the 3 pack price. I sent an email to seller and had a return email within the hour saying they would take care of it. Next morning another email saying they would credit my account and I am to keep the one they sent by mistake. I could reorder if I wanted the 3 pack still and they would ship it right out. Decided it was not quite what I wanted so never ordered the 3 pack, but am confident that they would have made good and shipped the right one. I suspect the other customer that got the 3 pack for a 1 pack price was also happy. If it had not gone so well, I would have been emailing Amazon getting them involved, seems you have someone to go to if the Amazon sellers don't respond.

Hope it all works out for you.