I’ve lurked here for a 2-3 months and found TB to be a great resource. I realize it may be a little tactless that my first post is about a not-so-great experience with a retailer, but I am left genuinely mystified by my recent failed attempt to purchase some pickups from these guys and am wondering if anyone here might have some insight into what happened. I can’t resist stating that this has been the most bizarre exchange I have ever had with an internet retailer. Otherwise, I will try to let the facts speak for themselves so that everyone can draw their own conclusions.
Last week I went looking for two DiMarzio Area J neck-position pickups for a 99/00 MIM Fender Jazz I recently picked up. I spent a while looking around online for these, and, not surprisingly, most retailers had order times stretching well into October.
Then I found this, stating that these guys have the Area
Js “In Stock”:
DiMarzio DP247 Area J Bass Neck Pickup by gordonlasalle.com
I hadn’t dealt with gordonlasalle.com before, so I did just a little online research and determined that they seemed reputable enough. I used my credit card to order the two pickups online on Friday afternoon. I opted to check out without creating an account. As usual for my internet purchases, I provided a separate shipping address (my work address), as I am never home during work days to sign for packages. The order form on the retailer’s website easily allowed me to do this. After I submitted my order, I promptly got an email from gordonlasalle.com confirming the order. So far, so good.
Then, on Saturday I got an email from an individual who, when I googled him, appears to be in a management position with Gordon LaSalle. We then engaged in an email exchange that lasted from Saturday to Tuesday. Here is the complete exchange, verbatim (except that I have removed all identifying information):
On Sep 17 2011, [Gordon LaSalle] wrote:
We received your order for (2) DiMarzio DP247 pickups; however, we are unable to confirm the shipping address you provided.
Please call [named of employee] at (xxx)xxx-xxxx for further instructions before we can proceed.
Thank you
gordonlasalle.com
(I immediately called the number, got an unidentified voice mail box, left a message with my name, the order and invoice number, confirmed my preferred shipping address and left my phone number with a request that they call me with any questions. I never received a return call.) I then replied to the email I had received:
To: [Gordon LaSalle]:
Sent: Saturday, September 17, 2011 1:25 PM
Subject: Re: Paypal Invoice#[xxx]
Called the number. Got an unidentified voice mail box. Left a message. The shipping address I provided is my work address. I don’t understand how it could possibly be unconfirmed. I receive packages there all the time.
Here it is again:
[My Name]
[My work address]
Call me at xxx-xxx-xxxx with any questions.
-[My name]
On Sep 17 2011, [Gordon LaSalle] wrote:
we will process your order monday and ship to your work address thank you
To: [Gordon LaSalle]
Sent: Tuesday, September 20, 2011 10:05 AM
Subject: Re: Paypal Invoice[#xxx]
Thank you.
Have the pickups been shipped? I haven’t received any email confirmation that they have. If you need additional information from me, please let me know, either by email, or at xxx-xxx-xxxx. If the pickups have not shipped yet for some reason, I would very much appreciate it if they could be shipped today. When I ordered them on Friday, I had hoped to be able to get them to my local luthier by this Thursday for installation.
Thanks again.
-[My name]
On Sep 20, [Gordon LaSalle] wrote:
Unfortunately we are unable to ship to the address provided. We apologize for any inconvenience, we will credit you a PayPal refund.
To: [Gordon LaSalle]
Sent: Tuesday, September 20, 2011 11:45 AM
Subject: Re: Paypal Invoice[#xxx]
I am really, really confused. I have no idea what it means when you say you are "unable to ship to the address provided." I prefer to ship to my work address, because that is where I am during the day to sign for the package.
However, if, for some reason gordonlasalle.com, MUST ship to my home
address (the billing address for the credit card number I provided), then please ship the pickups there. Here it is again:
[My name]
[My home address]
If, on the other hand, you don't have the pickups in stock, even though your website says you do, just let me know, and I'll gladly accept the refund and take my business elsewhere.
I'm happy to answer any questions you have, by email, or at any of the numbers below:
Home (the # that corresponds with the billing address for the credit card number provided): (xxx) xxx-xxxx
Work ([the name of my employer], the # at my work address):
(xxx)xxx-xxxx
Cell: (xxx) xxx-xxxx
-[My name]
It has been more than 24hrs since I sent this last email and I have not yet received any reply or any return phone calls. So apparently, gordonlasalle.com won’t sell me the pickups and won’t explain to me why they won’t sell me the pickups other than to say that they are “unable to ship to the address provided.” I did check with my credit card company, and my card has a clean bill of health. I have not checked to see if the refund has come through yet, but I will assume, until proven otherwise, that if it hasn’t, it will.
Anybody have any idea what happened here?
I am also open to constructive suggestions as to how I could have handled things differently.
