Online hobby shop order saga...

Relic · #1 07-27-2011, 09:23 AM

So earlier this month, my son asked me to order him something from an online hobby store. It was a model of a NASA rocket-type thingie. Anyway, I order it, use paypal to pay, two weeks later it arrives. OK, case closed.... not yet.
Next day, another one arrives. What the? They duplicated the order.
I check my account - nope, they didn't charge me for the second one. I'm thinking that maybe they're being sold as a set or something and I'll follow up with them in a day or two...

A day later, I get an emailed verification, receipt and tracking number that two more are on the way!
I immediately phone (leaving a voice mail) and email them back stating that this is unauthorized, I ordered one, already received it, and I did not order these additional ones and wish to cancel that order immediately.

the reply that I got back was terse and a bit condescending, stating:

"I don't know what you're talking about in regards to already having received one. You placed an order earlier this month and we are sending you that order. If you suspect fraud, then contact paypal, we cannot help you".

Wow. Nice customer service.

I checked my paypal and bank account - no charges for these. So I order one, and apparently I'll have 4 when this is all done.
If they are in fact all sent to me and I am not charged for it, am I under legal obligation to pay for their mistake? Can they go into my paypal account after the fact and withdraw the funds?

I'd rather just send the things back and get it over with but hell if I'll pay postage. Given their "superior" customer service, me sending them back will probably open a whole new can of worms...

L-A · #2 07-27-2011, 09:26 AM

I'd sell them. If they don't want the others back, you might as well make something of the situation.

Kwesi · #3 07-27-2011, 09:26 AM

I think everyone knows my policy on this... keep it until they start asking questions. If they never do, then congratulations, you've just made out like a bandit.

Longhair · #4 07-27-2011, 09:30 AM

If they do ask for the items back, make sure that they send you the pre-paid UPS labels to put on the boxes.

turbo chicken · #5 07-27-2011, 09:46 AM

i've had the same thing happen a few times in the past...

they have a jacked up invoicing system and someone didn't do their job when they shipped the first and marked it as shipped in their system/software...

MJ5150 · #6 07-27-2011, 09:48 AM

Call back and speak to a manager or higher up. I'm sure they will want the other three back when they realize you did not pay for them.

-Mike

Selta · #7 07-27-2011, 09:53 AM

As far as I know, there's no way for them to place a charge to your cards since you went through paypal. The most they could do is send you a money request. I could be wrong there, though.
I would call back, and if the person I talk to the 2nd time doesn't help me out as I want to, then I would request speaking to a higher up person (usually supervisor / manager), who are generally more receptive to things that don't fit the simple script that the phone monkeys are given.

ShredderMaximus · #8 07-27-2011, 09:53 AM

Quote:

Originally Posted by Kwesi

I think everyone knows my policy on this... keep it until they start asking questions. If they never do, then congratulations, you've just made out like a bandit.

I agree, it looks like you tried to give it back and they pretty much insulted you and refused to take it back.

You tried to be a good sumaritan and they refused, so congrats on the free rockets! I'd keep the e-mail though.

Relic · #9 07-27-2011, 09:55 AM

Quote:

Originally Posted by MJ5150

Call back and speak to a manager or higher up. I'm sure they will want the other three back when they realize you did not pay for them.

-Mike

To be honest, this was my first thought and actually what I had tried to do, but after never having received a call back, coupled with the snarky email that I had received, I'm a lot less inclined to have to drive to the post office on my own time and ship these extra ones back.

I mean I'll have 4 of the darn things, I only wanted one, so it's not like this is some sort of awesome thing. I'm just really put off and am fighting the temptation to just keep them out of spite alone....

ShredderMaximus · #10 07-27-2011, 10:22 AM

Quote:

Originally Posted by Relic

To be honest, this was my first thought and actually what I had tried to do, but after never having received a call back, coupled with the snarky email that I had received, I'm a lot less inclined to have to drive to the post office on my own time and ship these extra ones back.

I mean I'll have 4 of the darn things, I only wanted one, so it's not like this is some sort of awesome thing. I'm just really put off and am fighting the temptation to just keep them out of spite alone....

I'm sure there is plenty of fun to be had with extra model rockets, fireworks, slingshots, any combination of the two...

RosieB · #11 07-27-2011, 10:23 AM

If you're not being charged, they refuse to take them back, and you are REALLY wanting to return them, feel free to return one to my address...:-)

But seriously, wow. Just...wow. What a way to run a business!

Jim Nazium · #12 07-27-2011, 10:27 AM

I would send them an e-mail stating that I received extra items, and asking for a pre-paid shipping label to return them. Then my conscience would be clear, and the ball would be in their court.

IconBasser · #13 07-27-2011, 10:35 AM

Quote:

Originally Posted by ShredderMaximus

I'm sure there is plenty of fun to be had with extra model rockets, fireworks, slingshots, any combination of the two...

I like the way you think

Relic · #14 07-27-2011, 10:47 AM

Quote:

Originally Posted by RosieB

If you're not being charged, they refuse to take them back, and you are REALLY wanting to return them, feel free to return one to my address...:-)

But seriously, wow. Just...wow. What a way to run a business!

They're really not refusing to take them back per se, just making it difficult and probably not understanding the situation. I called and emailed - two attempts, and received one snide reply. It kind of ticked me off to be honest, now I'm questioning whether I should even bother continuing.

DigMe · #15 07-27-2011, 11:14 AM

The problem here is if the shop figures it out and takes it to Paypal it can really screw you. I've heard all kinds of horror stories about Paypal's overreaching power to claim or freeze funds in bank accounts, etc... That would make me try again with the hobby jerks.

bc

RosieB · #16 07-27-2011, 11:16 AM

Quote:

Originally Posted by Relic

They're really not refusing to take them back per se, just making it difficult and probably not understanding the situation. I called and emailed - two attempts, and received one snide reply. It kind of ticked me off to be honest, now I'm questioning whether I should even bother continuing.

Yeah, that would tick me off, too. And I agree, it doesn't sound like they are understanding what happened.

But at the same time, I've had 2 similar experiences in which the companies did realize but just didn't want the product back. For one company the dollar amount involved was under the limit for which they went through the hassle and time involved to process a return - company. They had sent me 1 case of product (collectible) instead of 1 item. The other company just honestly didn't seem to know what to do and never gave me a definitive answer.

In both cases I kept all documentation, and kept the products for over a year, just in case, and then ended up just passing the products on. One went into my garage sale and some of the others got used as gifts.

It sounds to me that you have made a concerted effort to make this right on your end. You can't force this company to understand, and returning the product without their approval will probably result in more confusion. At this point, personally, I would just keep all documentation and extra product in case it is an issue down the road, and then if nothing comes of it in 6 months to a year, either sell the extras or use as gifts.

Hope your son enjoys his model!

mmbongo · #17 07-27-2011, 11:43 AM

Your receipt shows that you ordered one. You got one. If they can't show where you ordered three more, their loss. You tried to send them back, that's all you can do.

**jmattbassplaya** · #18 07-27-2011, 12:33 PM

Quote:

Originally Posted by mmbongo

Your receipt shows that you ordered one. You got one. If they can't show where you ordered three more, their loss. You tried to send them back, that's all you can do.

Yep. Enjoy your free rockets!

Kwesi · #19 07-27-2011, 01:27 PM

Where were all you's guys when I was trying to get Indiana Mike to keep his free toilet

?

RosieB · #20 07-27-2011, 02:02 PM

Quote:

Originally Posted by Kwesi

Where were all you's guys when I was trying to get Indiana Mike to keep his free toilet

?

Taking a ... Oh, sorry, that wasn't very lady-like, was it?

Honestly, you can only use one toilet at a time. What do you need an extra for? Send that thing back!

:-)