What to do? - Big Box taking me for $1100?

Arranger · #1 01-02-2011, 05:36 PM

I ordered a brand new $1700 high-end Fender US fretless online from a very large east coast musical instrument dealer that also has retail stores. They sent me a $600 Mexi Standard Jazz instead. My packing slip shows the correct fretless order.

When I called today, they said I'd have to return the Jazz before I could be credited back. I'm worried because the packing slip says it was the fretless that was shipped.

I took pictures.

The dimensions and weight of the box do not match the dimensions that the fretless would have shipped in. The fretless would come in a bigger and heavier hard case instead of the light weight gig bag that the Mexi Jazz came in.

The box clearly says "Made in Mexico" on it and the FedEx sticker is still neatly pasted to the outside. The UPC code on the box says STD JAZZ WHITE TINTED. My fretless would have been sunburst.

I'm not sure I'm ready to ship this back under their "free courtesy RMA" because then I'd give up all proof that I received the wrong item. They could actually tell me that I got the correct item and I'm trying to pull a fast one on them.

I have the serial number on the Jazz they sent me. Shouldn't their own internal records should show that it was originally ordered by them? They ought to know to whom and where it was distributed.

They're trying to intercept another shipment that they feel contains my correct fretless so that some other fortunate soul does not acquire an expensive bass by accident and they've 'promised' to redirect it to me pending the outcome of their investigation.

As far as I know, one of the hands on the loading dock just pocketed my bass and is trying to pull a fast one on his employer.

So, what would you do? I'm in PA. The online retailer has it's home base way down south and does not permit return of any items to its big box stores - of which one is only 45 miles away from me. I feel like I better hang onto this item with all its packaging in case I need it to clear my name. I paid for an item and they did not provide an item that was substantively similar. I think it's their error and they should take the inherent risks necessary to remedy the problem.

Do I have any ground to stand on?

funkybassinator · #2 01-02-2011, 05:39 PM

call them again.

**Lazarus.Bird** · #3 01-02-2011, 05:47 PM

Ask to speak to a supervisor when you call back. If you don't like what that guy says, ask for HIS supervisor.

srxplayer · #4 01-02-2011, 06:01 PM

I don't think it's unresonable for them to ask you to ship it back before they credit. That's just standard business sense on their part. However, they are responsible for making this right. If it's a bigger retailer they will fix it. If you bought this on ebay or through a private party you could have an issue and protracted fight on your hand. The retailer is probably going to have a harder time with the guy who gets the American fretless if he wants to be a jerk and not return it. Thats their problem not yours.

How did you pay for it? If you paid by credit card contact your credit card company and make them aware of the problem. They can usually assist you or they can reverse the charges on the retailer if they don't fix their mistake. American Express is especially good about this. document everything and make copies of everything.

Good luck.

JoeVictim · #5 01-02-2011, 06:05 PM

Quote:

Originally Posted by srxplayer

I don't think it's unresonable for them to ask you to ship it back before they credit. That's just standard business sense on their part. However, they are responsible for making this right. If it's a bigger retailer they will fix it. If you bought this on ebay or through a private party you could have an issue and protracted fight on your hand. The retailer is probably going to have a harder time with the guy who gets the American fretless if he wants to be a jerk and not return it. Thats their problem not yours.

How did you pay for it? If you paid by credit card contact your credit card company and make them aware of the problem. They can usually assist you or they can reverse the charges on the retailer if they don't fix their mistake. American Express is especially good about this. document everything and make copies of everything.

Good luck.

+1. I ordered a Crate 2-12" guitar amp a few years back from musicians friend. They wouldn't do anything until they got the wrong item back. Then by the time they did get it back, they were sold out of what I actually ordered. The whole thing took just over a month to get sorted out...

Good luck.

Arranger · #6 01-02-2011, 07:58 PM

Thanks for your replies, everyone.

So far, this VERY VERY LARGE well-known online and retail location retailer has been listening and trying to solve it for me. They've "Been in business for 78 years." I used PayPal straight through the shopping cart, but now think that a credit card would have been better. I can also file a dispute with PayPal and they'll hold the payment until it's resolved, but I'm trying to be patient and not start a fight that doesn't have to happen.

They've already demonstrated once that they can't manage their affairs well. I just want them to formally admit that they screwed up before I have to take the risk that they may turn it all around on me in some other way. Do you think that I'm being unreasonable?

Right now I'm holding the proof that they messed up and I'm pretty sure I can verify it without having to travel to Florida. I was going down to visit my brother anyway at the end of the month...

Thanks again for all your advice.

**pacojas** · #7 01-02-2011, 08:19 PM

relax friend,.. i know it sucks but their Inventory Control proably has been notified of the mix-up by now. i worked that dept. for a huge supplement distribution company and there are some real air-heads handling your order sometimes. (sorry if i offended anyone)
rest assured that someone that can read and count will be in-charge of sorting things out. every package that came thru the Receiving Dept. is checked off several lists on its way off the shipping dock.
pilfering of large ticket items does happen but only if an employee has access to a Receiving/Shipping computer to mis-route an item. but, everyone that touches said item must initial "THE" list. last person on that list will face a felony charge if he can't clear his name. gl.

EDIT: i forgot to add,... as long as YOU are being totally honest, no worries. a mistaken shipment is easy to rectify. (just let them sort it out)

Arranger · #8 01-02-2011, 09:14 PM

Thanks, pacojas. That's the best explanation I've received yet. I'm sure you're right about how it's normally handled. Wish they could have screwed up a couple strap locks instead of one of the largest ticket items I've sprung for!

UncleFluffy · #9 01-02-2011, 09:20 PM

I'd ask them for an email confirming their understanding of what you've told them and what they are offering to do about it. Email isn't as "real" as something really in writing but it's more than just a phone call. Make sure you have names and times for all phone conversations as well.

DUC1098 · #10 01-02-2011, 09:39 PM

Just make sure to document everything (photos, names and times of who you spoke to, etc.). These things happen and the last thing the retailer wants is "bad press" about a customer being scammed on a high $$ item.

I haven't dealt with PayPal myself, but it may be worth while to let them know what is going on and that the merchant claims to be "working on it". At least that way, if it isn't resolved, PayPal will already know what is going on if you contact them again.

I think contacting the retailer, preferably a supervisor, and explaining your concerns would be useful also. I am sure this isn't the first time something like this has happened, so they most likely have policies in place to address this situation.

Pilgrim · #11 01-02-2011, 09:54 PM

As long as you have good documentation ([photos of the bass and packaging and clear photos and notations of the S/N) showing the instrument you received, I wouldn't worry about shipping it back. They provide the RMA, they'll inspect the bass they receive and match it with the RMA.

I don't think you have a problem. Document it will and ship it back.

Stumbo · #12 01-02-2011, 10:02 PM

If the company has been in business 78 years, they've seen your problem a ton of times in the past.

How it happened it not really your problem and there is nothing you can do about it, anyways.

I suggest you stop worrying about whether they're trying rip you off or have employees that are stealing. If they have inventory problems, they already know about it.

When you get an RMA, it's a legal document $. It gives you authorization to return the item.

I suggest printing out your on-line order and writing the problem out on it and include it with the bass. Maybe sticking the paperwork between the strings.

Be sure to put the RMA# in big, bold print on the bottom left side of the address label. And on the document in the with the bass.

They'll know what to do.

I suggest you keep chronological log of everything that happens and who you spoke with. I suggest calling them just after you ship it and give them the tracking number.

Photocopy everything you send and keep it all in one folder.

Their reputation is worth more than one bass, believe me.

They want you back as a customer.

dogofgod · #13 01-03-2011, 09:26 AM

Dude, your this company's new favorite customer. You just bought a brand new expensive bass right from the website. How could they be any more elated with you? Be patient. They will do everything in their power to make sure you get the right instrument. They know it is virtually impossible to make this type of stuff up if you have everything documented right. I bet you have the bass in your possession within the week.

Arranger · #14 01-03-2011, 02:12 PM

Quote:

Originally Posted by dogofgod

Dude, your this company's new favorite customer. You just bought a brand new expensive bass right from the website. How could they be any more elated with you? Be patient. They will do everything in their power to make sure you get the right instrument. They know it is virtually impossible to make this type of stuff up if you have everything documented right. I bet you have the bass in your possession within the week.

Thank you for the support. You're the most inspirational poster I've heard from to date and I think you're also right. The company provided me with an e-mail today outlining their error and their intent to remedy the situation. If that new fretless is on my doorstep in a week I'll be in Valhalla!