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Botched Order from a Major Internet Retailer

#82
Looks like the first rep screwed up! I used to work in retails, and order systems are not always flexible. If the input correction was made wrong, the manager can't do miracle, but we are talking about 4 digits, not a couple of dollars. 2 things, managers don't want to use a plan B (bypass their system) or the upper management is completly ungrounded and look only at the numbers.
 
#83
CTC564 said:
I considered that, but my card was already charged...

I forgot to mention that the way they "fixed" the first order was to RERUN it with an additional 8ohm cab so they could delete the 4 ohm cab

That's why there an EXTRA $2600 charge
Click to expand...


First it's "bank app" and five minutes later it's a "card charged".


The cab costs $1099.99 minus 15% equals $934.99.
The order rerun with an additional cab would be $1500 plus $934,99 equals $2434.99 not $2600.

It still adds up to horsefeathers IMHO.
 
#84
So, tough situation... has happened to me a few times in the past... one solution, an AMEX card... just call them and they take your side and put the work to prove otherwise on the retailer... hence one of the reasons you see some merchants NOT ACCEPTING AMEX, the other reason is the fees the retailer has to pay AMEX on sales...

But, I don't purchase anything on-line without my AMEX...

Jim
 
#88
$.02

Too bad the OP is having trouble.

I've bought from MF probably 10 times, and have found the service I've received to be impressive (polite, courteous, knowledgeable, etc.) even where I wasn't ultimately happy with the product or some aspect of the transaction, which did happen one time.

I always find the the hair-trigger forum reactions interesting, where people read one perspective on one story and proclaim "I'll never buy from them after reading that." I'm sure you could find a similarly dissatisfied customer of any large online retailer, including Sweetwater. These are rarities, but they do happen.

Musician's Friend is in the top 50 online retailers (that's a fairly significant position), with over a $500 million in sales. Their overall customer service/satisfaction ratings are excellent.
 
#92
guy n. cognito said:
Great. The federal credit unions are NOT "local banks", as I addressed above.
Click to expand...

I'm not sure I follow you. I was simply stating my experience and preference. True CU's aren't commercial banks by conventional definition, but all three CU's I've been a member of were in fact very local. One was so small that the president was my teller and my loan officer. Despite being not for profit institutions, it doesn't mean they don't charge OD fees and generate revenue by doing so. But instead of that money going to corporate share holders and overpaid executives, the members are the primary beneficiaries in the form of lower fees, better service(s) and dividends.
 
#93
CTC564 said:
If this happens to be in the wrong are, please feel free to move it...

I need to vent...

I placed two orders today from Musicians Friend...(had to do it by phone due to 15% off discount which wouldn't work online)

Soooo....my first order was for @ $1500 with the main piece being an Eden D410XST cab...when I received my email confirmation, it stated the cab at 4 ohms (it was ordered as an 8 ohm cab)...so I immediately called them to correct this mistake and was told that it had been processed already and couldn't be fixed...
I politely told the CS Rep to find someone who COULD make the adjustment or I'd cancel the order...she puts me on hold and comes back a few minutes later to tell me that she figured it out and everything was ok...

I placed another order @ $500 about an hour later for some items that I'd forgotten in the first order...no problems at all

Well, shortly afterward, I look at my bank app to find out that there are THREE transactions from Musicians Friend---

A) $1500
B) $2600
And C) $500

So, I call the bank...who tells me to call MF back because they could only remove the transaction with proper documentation and a fax from MF...

So, I call MF and speak to TWO different managers who ASSURE me that this will be rectified TONIGHT...

And around 9pm, I receive an email from the last manager telling me he apologizes for the inconvenience but the matter cannot be resolved and I must wait a week for my account to be refunded...

Because of their mistake, I stand to get charged for 6 overdraft fees and have to dip into my savings to survive through the week....

Is it me or is this outrageous????
Click to expand...

Hi Mark,
My name is Skaught and I work for Musician's Friend. I would first like to apologize for the inconveniences with this order. Our Verifications department was able to get one of the authorizations dropped today. I would like to make this up to you. I am sending you an email to your personal account now. Thank you for your time and I hope to hear back from you soon.

Thanks,
Skaught
 
#94
Thanks Skaught...my name is Carmen....

Mark is the name of the individual who contacted you on my behalf...

I am the original poster and the person who had the difficulty with this seemingly simple transaction....

My email (that you SHOULD have in your records) is [email protected]

As of yet, I have not received your email...I suspect that you emailed Mark (a fellow TB'er who contacted you on my behalf)
 
#96
JimWasHere said:
I'm glad this got worked out, but I've also gotta chuckle a bit at how someone from MF just happened to try to get a hold of you where everyone and their brother would see it :p
Click to expand...

I did too...and as of yet, I've received no email from them...
I've even called, but they couldn't locate that manager...
I'm patiently awaiting a return call
 
#99
Well, I'm happy to report that I've been contacted by Musician's Friend in an attempt to make things right.

I am also happy to report that they accepted MY offer as well as extended a in house credit to reconcile and keep me as a satisfied customer.

I am happy with their efforts to resolve this experience and I'd like to once again thank TB for supporting and assisting me with this...

:-)
 

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