I ordered some track from a hobby shop. They shipped me the wrong one, not just the wrong track, they shipped me track from the wrong manufacturer. Now they will hold my money until they receive the package in return. For a mistake that was not mine. The problem is that no one knows where the package is, it should take around 6 days from here to USA, but it was over a month since this package was sent from Sweden and they still have no package. I didn’t even touch this package, just called the post office and explained the situation. I have told the hobby shop several times that this is not my problem at all. But they will not listen. I’m starting to get a little %#/(*. I want your opinion, is the hobby shop doing the right thing here? I will not give you the name of the hobby shop yet. But I will if they don’t listen to me today. And I know that you will be a little surprised.
If they made the mistake, they should cover all cost to correct said mistake. How I sees it, the shop is in the wrong. Is it Standard Hobby Supply?
Considering you live in Sweden and the store is located in the US, I don’t think its totally unreasonable for them to wait until the items are returned before issuing a refund or replacements.
However, it does seem that it is taking a very long time… longer than it really should. Is there any way you can trace the package you sent back to them ? Other than that, I can’t think of any other options.
When returning an item to a mail-order/internet store, perhaps you should make sure they have to sign for it. Send it back by a courier company (like UPS or FedEx) if you can’t send it by registered mail. Also, you should insure the package for its full value so that if it gets lost, you can get at least some money back.
I agree, 100%. I will tell you the name at the end of the day.
I have a bad feeling about this, EL. I could accept maybe 18-21 days, but one month is too long.
You now can only hope that the package shows up. If it hasn’t surfaced by the end of July, I’m afraid you’re hooped.
I guess you won’t be dealing with them any more. Grrrrrrrrrr! [:(!]
Thanks for your opinion, even if I dissagree with everything you say [:D]
I am a bit confused. Did the hobby shop call you and inform you that they shipped the wrong track, then you called the post office and told them to return the package to the sender? Did the package have a tracking number?
I’m trying to trace the package right now. But the hobby shop is not helpfull at all. I asked them for a shipping number, because my postoffice said that if I got that number, they can connect it to the return number, but the hobby shop didn’t answer that question. Thanks selector for your opinon.
No, they sent me an email invoice the same day the package was sent from them, and in that invoice I saw that they have sent me the wrong track. I contacted them right away and the hobby shop said that it was a mistake. Then I called the post office (when I got the package) and told them to return it right away and they did. The package have a tracking number. But the only human that can answer that kind of questions is on vacation for a month. The thing I don’t understand is why they will hold my money for a mistake that is not mine. I don’t think it’s fare.
Electro,
I agree with you this should not take them this long to act on this. I also think that any good company would have more then one human that can make a simple call to the post office with there tracking number and verify the package was refused and is returning to them and in turn send you your replacement. The fact that your in another country from them should have no bearing on this. My other job besides the Fire Dept is workin with a large company who ships performance auto parts all over the world has given me some better insite into these types of problems.
If this is a reputable company that you dealing with then they sould be more than willing and able to help you in a way that benifits you as the customer. Have they offered you any help on this matter or only excuses and a royal blowoff?
I think this hobby shop is pretty respected, so it’s very strange that they will not listen to me as a customer. The botton line is, they shipped me track that I never ordered. And charged my account for that.
The only thing they say is that they must have the package before returning any money. So what they basically do is shipping something I have not ordered, and keep my money. I don’t think that’s legal to be honest. I will contact them in an hour, and try to make them understand.
Electro,
You said you were going to contact them in an hour here in the US it is 4:10 in the morning? Truth be told what they are doing is probly not illegal just really no practical on a customer service relations aspect.
I would also just tell you based on my experience that you will get much farther ahead to maintain you composure and be nice but firm. As the old saying goes “you get more flies with honey” Yelling at them will only put them off and not willing to help you on this matter. It may not seam right but I will go out of my way to help someone who is nice but has a bad problem rather then a guy who yells and screams and tell me how bad our company is. I will still help them but I do not go out of my way for those types. Just some advise to dao with as you please take it or leave it its your call. Good Luck let us know how this plays out I am interested in knowing.
Yes I know that they ar probably asleep. What I mean is that I will send them an email [:D]
I will not yell at them, that’s not the right method. But I will explain and try to make them understand. I let you all know what happens next.
If you need it that bad, call them back and tell them you will re-order. This way no more wait.
Ask them, upon receipt to credit back cost & expense.
If they are respected , have a professional/creditable reputation they should be able to
accomodate this request.
I have just sent them an email, I will let you know what happens.
Screw ups happen, it’s one of the American ways. They too want a resolution and you want to move on. When you told your PO to return the package part of the question may be who is eating the
return expense if you expected expeditated shipment, Air or Water?
Yeah, they’re doing the right thing. For THEM. NOt too customer oriented, are they? When you do get your money back, I’d go somewhere else.
we should run a comp to see who can guess which shop he delt with…closest member gets a box of track… only joking… sorry mate …i live overseas and have had a couple of minor problems with orders from the u s a … they have all been delt with satisfactory…when i complained that one of the shops had sent the wrong roadname for a loco they sent me a new one and didnot ask for the other to be returned…i got a surprise when the new one arrived unannounced… since then i have bought quite a lot from this store and all i can say is be patient… inform visa if you paid by visa and put the item in dispute … i would say write to them and say that you didnot collect the item from the post office… i agree with the other fellas ,stay calm …the other person may be a 50 yo lady with no interest in model railways and sent you other track because the track you ordered was not in store…hpe this helps you…peter
Yes please, this could be a lot of fun, please vote for the company that you think this is. Maybe we can all learn something good. I vote for…
I understand what you are trying to say. Water takes 6-8 weeks, Air only 6 days. The post office in Sweden always return packages by Air, never Water. So over a month is not normal, if the plane are still flying… [:D]