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Twisted Quarter - Buyer Beware

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csnow:
Reading Comprehension > Jennifer

Someone get me a fly swatter already....

emb:
Where's Doc Brown?


Sent from my iPhone using Tapatalk

Knievel:
Not commenting on your situation but I would like to say Andrew has been one of the best suppliers I've dealt with.
I've purchased parts from him since the beginning and have always had excellent service. Even spoke with him on a few occasions.

His prices are good, he ships within a day or two and if you have a question or an issue you can call him up.

capsule:
Well, they don't really want to help the customers or future customers I think...

I wanted to buy 2 WG coin reject buttons at 5$ each.
Shipping costs to Belgium: 42$. WTF?

Ask them if I could get a better offer on the shipping (I've already bought stuff from the US with only like 10 or 15$ shipping, and don't tell me reject buttons are heavy or big...).

Quoted reply:
"Sorry international shipping is very expensive , and we do not set the prices. You might want to find someone in your country that has these ....andrew "

Yeah, thanks, there's a reason I have to order them in the US: I can't find them in Belgium, and YES, you could find cheaper international shipping if you really wanted to.

Steve248:
I ve been selling professionally on the internet for nearly 6 years, something like 200 parcels a day and nearly everyone is over the moon with the service.

However, when someone is upset it is always because of one of the following problems.

Postage charges (We subsidise the cost of all delivery charges but whenever we are asked to send an item abroad it always upsets the customer when we tell them the cost, like we are trying to make money out of it???)

Courier problems (Such as the customer is never home to take delivery of the parcel or the courier damages or loses it.)

Buyers remorse (This is the one which always creates the most passionate response from the customer, we try very hard to give the customer what they want, they are always welcome to return an item for a full refund but on the condition that the item is "as new", if it is not then it becomes landfill, we do not have time to refurbish items and list them on Ebay as a second, or open box etc. However, at least 60%+ of the time it comes back in a real mess. We explained very clearly how the item needs to come back and why and despite that, most items come back only in a state for the rubbish tip.

This is when it kicks off with the customer every time. We explain calmly and professionally that our margins are very small and all we ask is that you return the item that you have decided you do not want after all, in the same condition you received it but that is always when the threats of forums, chargebacks etc etc start.

Basically we tell the customer something they do not want to hear and they refuse to accept it and will go to almost any length to get their own way. It reminds me of my children.

In the twisted quarter case it sounds exactly the same. I am sorry to say it as $500 is a lot of money, however, it is a lot of money for twisted quarter as well and if it has been sent back incomplete how much money is it going to cost him? It sounds like a completely typical buyers remorse situation, you were offered a very professional resolution which you refused because you changed your mind, it is irrelevant that you feel you have a good reason (non supported item).

As an additional point, what we do if we receive an item back that is not as new we offer the customer the option of having the item back and pay the carriage ourselves. This is expensive for us and not our fault but we do feel that we have to offer a way out for the customer so we can end it as happily as possible.

One time I got a camping gas cooker, 2 burners and grill back from a customer who said it did not work, simply as that. The item was returned in a carrier bag, smashed to pieces, couriers are not very careful, box, instructions etc, all missing. When I opened the bag and poured our the pieces onto the floor I found it was cover from op o bottom with grease and food, it was absolutely disgusting. Despite this, I attached it to a gas cylinder and it worked perfectly! I explained that the item was seriously damaged in transit because it was not packed properly, as requested. I also explained that even for health reasons it is really inappropriate to send an item back covered in rotting food and grease. Never mind basic decency. I forgot to say that the item was clearly described to us as having never worked, it ruined their holiday because they failed to make it work from the start. So why was it covered in grease and food? At this point I have never before or after been faced with such a torrent of abuse. I had to hang up eventually as I could not speak. Eventually her husband called and explained what a terrible company we were and we should shut up shop now. After he calmed down a bit I explained our policies and what it was that we received back, it seems he had no idea the state in which it was sent back, he didn't believe it at first but we parted the conversion fairly well and I never heard from either of them again.

We get something like 1 problem in 100 orders and 1 out of 10 of those, so 1 in a thousand orders, get out of hand, with threats legal action, forum trashing etc etc. Unfortunately 1 in a thousand is still one a week. I personally think there is nothing we can do about it, you just cannot please everyone if you want to be fair to the majority and make a small profit.

I have no problem with buyers remorse. I think all of our customers should have the right to change their mind if it is not quite what they wanted. However, they should not make me pay for their choice and at the end of the day, make our other customers pay for their choices. If you want to send it back, send it back in the same condition you received it and pay the postage yourself. Unfortunately, knowing our policies, some customers create scenarios to avoid paying the costs themselves. (The vast majority of our customers are brilliant and completely honest)

The last post was complaining about postage cost to Belgium. What do you think he is doing, trying to make a huge profit on postage to you? We get this all the time from potential customers from abroad. We get a request, put the weight and dimensions in our software for the couriers we use, get a number, send it to the customer and then 50% of the time get told we are trying to rip them off??? We make very small margins and if we did not charge something close to the real cost (Not counting staff costs and packaging materials) then we would lose money selling them the item. You may well have had stuff from the US much cheaper before but I am absolutely certain that they are just giving you the price that it costs them. The response "Sorry international shipping is very expensive , and we do not set the prices. You might want to find someone in your country that has these ....andrew " is perfect. What more could you ask for? It just is not want you want to hear...

Wow, have I gone on and on. I really hope everyone gets some kind of resolution from this.

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