Shipping nightmare - asking for refund

[project_c]

I ordered a bass from a store based in LA 2 months ago. I’m in the UK. Shipping to the UK should take around 10 days max.

They packed up the bass and sent it via USPS. The bass was returned to them for some unknown reason. Some time goes by, they send the bass again, and again it is returned to them. At this point they stop responding to my emails so I have to phone them to see what’s happening. They tell me it’s some ‘data issue’ and ask me to be patient. Last week, the bass gets posted again, and I check the tracking last night, and lo and behold, once again the bass is back at their shop.

It’s been two months, and the bass hasn’t even made it out of LA yet. As much as I want to get my hands on that bass, I’ve had enough. I’m sure the fault is with USPS and not them, but either way, this whole thing feels like a joke and I want it to end.

I’ve told them that I’m giving them until Monday to either send the bass using a different courier, or just refund me.

Do you think this is reasonable? I feel like I’ve been more than patient enough.

 

[Jeff Scott]

That is more than reasonable. Regardless of the shipping screwing up by not actually sending the bass to you, the shop has to take the final responsibility in this situation.

 

[project_c]

That is more than reasonable. Regardless of the shipping screwing up by not actually sending the bass to you, the shop has to take the final responsibility in this situation.

Thanks, I’m hoping they will do the right thing here. I hear lots of horror stories about USPS so this might still be resolved if they are willing to use a more reliable courier, but I have a feeling that might involve more money / hassle so at this point I’m not going to hold my breath.

 

[Wood and Wire]

Either a store ships internationally, or they don't.


Sounds like this one doesn't, but is ineptly trying to.

 

[Wyrdlow]

I ordered a bass from a store based in LA 2 months ago. I’m in the UK. Shipping to the UK should take around 10 days max.

They packed up the bass and sent it via USPS. The bass was returned to them for some unknown reason. Some time goes by, they send the bass again, and again it is returned to them. At this point they stop responding to my emails so I have to phone them to see what’s happening. They tell me it’s some ‘data issue’ and ask me to be patient. Last week, the bass gets posted again, and I check the tracking last night, and lo and behold, once again the bass is back at their shop.

It’s been two months, and the bass hasn’t even made it out of LA yet. As much as I want to get my hands on that bass, I’ve had enough. I’m sure the fault is with USPS and not them, but either way, this whole thing feels like a joke and I want it to end.

I’ve told them that I’m giving them until Monday to either send the bass using a different courier, or just refund me.

Do you think this is reasonable? I feel like I’ve been more than patient enough.

More than reasonable! That sucks though. I hope the take the "different courier" route so you get the bass. It may cost more, but if they have any honour at all they should absorb that. Good luck!

 

[Thegreatzambini]

Wow you’re patient. I would’ve asked for my money back the first time it showed up back at their shop.

 

[Mik Walker]

Way more than reasonable. My guess would be the store is not providing the correct export documentation or something like that. USPS International must have a reason that these three attempts have not even left the country. If the store had their act together and/or gave a crap they should have followed this up by calling the USPS International help line to identify the issue. It's an 800 number so not sure if you can access from outside the USA but in the absence of any progress with the store USPS would be my next port of call.... Alternatively get the store to use UPS or Fedex, though they tend to cost more than USPS for international shipments.

 

[themickster]

I've never bought a guitar by mail and never will.

 

[bertthebassist]

get your money back and find another vendor.

 

[dbsfgyd1]

I ordered a bass from a store based in LA 2 months ago. I’m in the UK. Shipping to the UK should take around 10 days max.

They packed up the bass and sent it via USPS. The bass was returned to them for some unknown reason. Some time goes by, they send the bass again, and again it is returned to them. At this point they stop responding to my emails so I have to phone them to see what’s happening. They tell me it’s some ‘data issue’ and ask me to be patient. Last week, the bass gets posted again, and I check the tracking last night, and lo and behold, once again the bass is back at their shop.

It’s been two months, and the bass hasn’t even made it out of LA yet. As much as I want to get my hands on that bass, I’ve had enough. I’m sure the fault is with USPS and not them, but either way, this whole thing feels like a joke and I want it to end.

I’ve told them that I’m giving them until Monday to either send the bass using a different courier, or just refund me.

Do you think this is reasonable? I feel like I’ve been more than patient enough.

‘No, not unreasonable. Yes, you’ve been adequately patient enough.

 

[frankie5string]

Wow... That's just pure incompetence. Usually if USPS bounces an international package back to the sender without ever leaving the local district, it's because the export/customs paperwork wasn't filled out properly and they tried to send it out on their in-house USPS discount.

Eventually USPS will turn around and send THEM a bill for those multiple returns.

 

[StayLow]

Either a store ships internationally, or they don't.


Sounds like this one doesn't, but is ineptly trying to.

Exactly!

OP says he’s sure it’s not the store’s fault while every reasonable presumption is that it is totally the store’s fault and they’re taking advantage of his goodwill (or gulliblity?).

 

[gln1955]

Stuff is sent internationally through USPS all the time. It's the store that doesn't know what it's doing. Sounds like they are making the same mistakes and expecting a different outcome.

 

[MultiScaleMale]

I’ve shipped basses internationally via USPS and it’s not that difficult as long as you keep the overall dimensions of the box within the max length+girth or the cost to ship goes up considerably. You’ve waited far longer than is reasonable. Don’t ask for your money back, demand it or file a claim with your credit card.

 

[Bar Band Bassman]

Is the instrument available elsewhere? It seems like however good a deal it may have been from this seller at the outset, that ship has sailed (or not). Sorry for the wordplay.

The Bar Band Bassman

 

[lamarjones]

Review them. Don't let this go unnoticed. Absolutely after you get your money back.

 

[FunkHead]

It could be getting screwed up because LA is actually Louisiana. If they're in California then it would probably get kicked back.

Kidding aside, it sounds like they are full of S H I T.

 

[Alkali Ike]

I’m sure the fault is with USPS and not them

Highly unlikely. The store is doing something wrong. Repeatedly.

 

[Chrisk-K]

It’s the store that has no clue. Never do business with it.

 

[wiscoaster]

...
They packed up the bass and sent it via USPS. T...

That was their first mistake.

.. I’m sure the fault is with USPS and not them,...

Well, the first time around, but repeating the error is their fault.

...
I’ve told them that I’m giving them until Monday to either send the bass using a different courier, or just refund me. Do you think this is reasonable? ...

Yes, that's reasonable, and you're way more patient than I ever would have been.