My experience with Beyond Eleven.com (so far)

Nev375 · #1 10-07-2011, 05:27 PM

Last week I decided to order a new double-gig bag, an ibanez IDBB5. It has the wheels and looks a lot easier to lug around than what I have now.

Ok, so after a bit of shopping around, I decide to order from beyond eleven, because out of the stores that show the item in stock, their price is lowest. Their site says 7-14 day shipping time and no hassle returns. Sounds good right?

Alright, so I pay for the item via eBay and my debit card and wait.

Check back the next day out of curiosity, my order hasn't shipped but I notice the quantity now shows out of stock. I assume I must have bought the last one.

So I check back again the next day and my order still shows processing, but there's a note that says item will ship Oct. 3rd. I think to myself, well that kinda sucks, but they did say it might take 14 days to get here. Must be a big warehouse or perhaps they are understaffed. It's ok, I'm a patient guy and so I just forget about the order. It will get here when it gets here.

Fast forward to today, I remember that I still have stuff on the way, so I decide to check in and see if I have a tracking number to look up. The order still shows processing.

So I grab the phone to find out what's up. After listening to their (interesting brainless metalhead style) automated phone system I finally get to talk to Mike

Mike acts rather appalled that their warehouse hasn't shipped this to me, but he admits that they are swamped back there and could he have someone get back to me monday?

I politely point out I've already waited 10 days and kinda want to figure out what's happening before the weekend because I'm wondering if I need to cancel the order and get it elsewhere. I agree to let him put me on hold while he gets to the bottom of this.

This is the first of 5 holds I wait through each time getting a slightly different answer. 1st "it shipped, but let me check something" 2nd "it's on order from ibanez" to which I say wait a minute, when is it shipped? "probably middle of next week." He says like I told you last time you called, we ordered it special for you and that's just the way ibanez is"

I say wait, what? this is the first time I called you. He replies "oh sorry, I thought you called before. I apologise." So at this point I ask to just have my money refunded, I'll get it elsewhere.

Then he informs me there's a restocking fee and this is where I become slightly annoyed and start asking for supervisors who apparently have all gone home and Mike is not allowed to tell me their name, but assures me someone will call me first thing monday. I then wait on hold a few more times while he allegedly makes phone calls to people at home to no avail.

I try many times to get the name of a supervisor, a store manager, warehouse manager but ol' Mike won't pony up any info for me. I'll be calling them myself on Monday, but I'm curious if the TB community has any other advice for me?

Nev375 · #2 10-07-2011, 06:48 PM

Am I off-base here? (pun not-intended) or should I just open up a web-store offering products I don't carry, then take orders and not ship them, then refund part of their money and pocket the restocking fee when they call to complain?

Stanley Pugh · #3 10-07-2011, 07:07 PM

Quote:

Originally Posted by Nev375

Am I off-base here? (pun not-intended) or should I just open up a web-store offering products I don't carry, then take orders and not ship them, then refund part of their money and pocket the restocking fee when they call to complain?

+1 You cant re stock what has not been shipped

Cirk · #4 10-09-2011, 08:37 AM

If you paid by card, contact your bank/credit card company and have the payment stopped. If that doesn't work, it's a classic case of fraud, so police need to be contacted.

Either way, thanks for letting us know how their business practices are.

Eric Moesle · #5 10-10-2011, 09:38 AM

I purchased a cab from them once before. They are a web-only presence that has the items shipped direct from the factory. Took me almost a month to receive a brand new Eden cab. It would have been worth the extra $20 for me to buy from Amazon and have it shipped weeks earlier.

Pressing them on the phone won't change things. They send out all their purchase-ship requests at the end of the business week in a batch.

When I researched them after I started having delays, I read many mentions that getting a refund on a cancelled order takes EVEN LONGER than the month-long item shipment, so you might just want to sit and wait for your item to be shipped, then never use them again.

Bassman8416 · #6 10-10-2011, 09:42 AM

Wow, thanks for the heads up...I was thinking of using them.

dogofgod · #7 10-10-2011, 09:44 AM

Thanks for the heads up. I was going to make a large purchase with them tomorrow, but ill just go somewhere else now...do not need the aggravation.

Nev375 · #8 10-10-2011, 02:22 PM

Update, I just got home moments ago and was about to pick up the phone to call them back when I got a bling from my email. Paypal informed me that my payment was refunded... all of it.

No communication from them though, ...I guess none is needed.

So, that's good news, and maybe they aren't all bad, but I definitely won't be shopping there again.

Cirk · #9 10-16-2011, 01:00 PM

There is a small chance that they saw this thread. Say what you will, but when you have a niche market (in this case bassists) who communicate, we have some power.

If I might make a suggestion: before buying anything, check the threads on who has great customer service. Might save you a fair bit of trouble.

kuys · #10 10-16-2011, 01:11 PM

My experience with them was about the same. They say 7-14 days but they mean 21-28 days.