Posted: 9/2/2011 11:13:26 AM EDT
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Hello,
I recently placed an order for 10mm and mistakenly received .357 magnum. I'm ok with mistakes and I understand they happen. My question is why are you waiting to send my replacement ammo until I ship the wrong ammo back. I placed an order with my money in good faith. When you make a mistake you don't have that same good faith in your customer? I reported the error on Thursday the 25th. I received the label in my email on the 26th. I work until 9pm, so didn't actually receive the slip till too late to ship the return that week. This week was all work as well. I took off early today 8/2 to be able to get to ups during their hours of 4-6pm. I decided to call and see where my correct (as ordered) ammo shipment was. Then I am informed you have to see activity on the return label before you ship!? What the hell? I'm sorry I don't run a shipping and receiving business where UPS is at my beckon call. There is no reason I am now unable to shoot my new 10mm for another weekend. You should really review your customer service policy on this issue and/or have a reading test for your order fillers. OH, and I am sorry there is no way I'm leaving it unattended on my front porch for UPS. If it were stolen I'd never get my 10mm with your policy. Aaron Green |
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So they sent you a prepaid UPS label? You can hand that to ANY UPS driver. You know the guys in the brown trucks that are all over? If you live in a half way civilized area you'll see numerous UPS trucks every day.
As for the rest of your comments, welcome to the real world. No company with any common sense is going to ship a replacement out without receiving the "defective" back first. If they are willing to ship with just movement on the tracking info, that's pretty impressive! Another example of people not planning ahead... |
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Wow,
Customer service much? Frankly your statements are ridiculous. I didn't ship the wrong ammo, they did. I have done plenty of business online with good vendors and they all bend over backwards to take care of the customer. Of course maybe I am a diabolical genius and knew they were going to ship the wrong item and then I could scam them for the correct. OH, and those brown trucks are kind of hard to find when one works indoors at a fixed location. I guess I could drive around and skid my car sideways in front of one on a busy street all tacticool ninja style in order to get the package out. I guess I've been spoiled by vendors such as AIm, Apex, and JSE though. People who actually take care of it if THEY make a mistake. Aaron |
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Aaron,
We recently spoke amicably over the phone, and again I apologize for the shipping error. Mistakes do happen, and we are sure to correct them in a timely manner. I told you before I sent you the electronic return label that we would need to see progress on its return before we could send out the correct shipment. This is nothing against you, but it is our policy. I had also mentioned that it is possible to schedule for a UPS driver to pickup the return. I have been working with you to resolve the shipping error, so I am not really sure why this thread was created. Thanks, Kyle |
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Quoted:
So they sent you a prepaid UPS label? You can hand that to ANY UPS driver. You know the guys in the brown trucks that are all over? If you live in a half way civilized area you'll see numerous UPS trucks every day. As for the rest of your comments, welcome to the real world. No company with any common sense is going to ship a replacement out without receiving the "defective" back first. If they are willing to ship with just movement on the tracking info, that's pretty impressive! Another example of people not planning ahead  Yeah, he should have planned ahead for the wrong ammo to be shipped to him.
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Quoted:
Quoted:
So they sent you a prepaid UPS label? You can hand that to ANY UPS driver. You know the guys in the brown trucks that are all over? If you live in a half way civilized area you'll see numerous UPS trucks every day. As for the rest of your comments, welcome to the real world. No company with any common sense is going to ship a replacement out without receiving the "defective" back first. If they are willing to ship with just movement on the tracking info, that's pretty impressive! Another example of people not planning ahead Yeah, he should have planned ahead for the wrong ammo to be shipped to him.
Yes, he and others should plan ahead. Be it for a company that ships the wrong item or a hurricane or wrecked UPS truck or floods or a socialist democrat being elected supreme leader. Unplanned events happen and when it bites you in the ass, don't whine about it. Anyone who has been through a ban or mad rush knows the importance of the Boy Scout Motto. And thankfully I no longer deal with the public except for minor online sales. I deal with business to business level manufacturing. Thankfully most of my customers have a clue what it takes to get things done. I have no problem chasing off (high quotes, high lead times) a customer that expects next day turnaround every order. |
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Kyle,
You were great. I'm more frustrated with whomever it was in the background you were talking to. It may be your policy, but it is a very poor policy. I should say I have no doubt I will eventually get my correct ammo. Your bosses may not realize it, but many UPS stores and the like give individuals, like myself, a very tough time when shipping even firearms parts, much less ammo. I've had UPS stores flat refuse to let me ship even a wooden stock before since it is technically a firearm part. I was able to get the ammo out today as planned, but I am still very let down that companies would not go ahead and rectify their mistake first. I've made mistakes before on customers items, and I always fixed them as quick as possible. I had a customer I shipped a barrel to once tell me it didn't arrive, I shipped him another better one free of charge just to make him happy. The original finally showed up at his place (USPS Error) and he shipped it back on my dime. Aaron |
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UncleGak,
Transactions between customers and vendors online rely on a certain amount of good faith. When a customer sends funds he is showing that he has faith in the vendor supplying said merchandise. The vendor then ships not having to worry whether they'll get their end of the deal (payment). When the vendor makes an error it is their responsibility to show good faith in order to rectify it. This good faith means getting the correct merchandise out asap. Why should the consumer be the one forced to bare this risk on both occasions. As a vendor your chance at a risk free transaction is over when you mess up. At that point they must assume some of the risk much like the consumer did when first sending payment. Aaron |
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Aaron I sympathize with your situation and have also been is similar situations.
Originally Posted By Aaron Green:
As a vendor your chance at a risk free transaction is over when you mess up. At that point they must assume some of the risk much like the consumer did when first sending payment. Aaron Not quite true. The problem is the majority of online transaction are not cash based and therefore the vendor is at a much greater risk of loss than the purchaser. Purchases made with CC are virtually risk free for purchaser but have inherent risks to the seller. |
| UncleGAK not everyone will have time to go out and wait on the brown truck. If he had time to do that during their business hour he would have gone to the drop off location. He couldn't do it because of his work. He did explained it in the OP so read that part. He also didn't want it to be stolen so he didn't leave it on his porch for a scheduled pick up. This really was PSA fault here for shipping the wrong merchandise. Though they have their policy so i guess it's just your bad luck OP. Hopefully you'll get your correct order soon. |
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Quoted:
Shouldn't shit like this be hashed out over the phone on a personal and individual basis, rather than posting a little tantrum. Next time post that you will hold your breath until your face turns purple. That'll show them. If that's what you consider a tantrum you must live a sheltered life. I haven't cursed them, threatened them, called for a boycott, etc. etc. All I have done is question a policy and bring it to attention of everyone else. Aaron |
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Quoted:
So they sent you a prepaid UPS label? You can hand that to ANY UPS driver. You know the guys in the brown trucks that are all over? If you live in a half way civilized area you'll see numerous UPS trucks every day. As for the rest of your comments, welcome to the real world. No company with any common sense is going to ship a replacement out without receiving the "defective" back first. If they are willing to ship with just movement on the tracking info, that's pretty impressive! Another example of people not planning ahead... Plan ahead to for receiving something you didn't order? That's a good one! Moving on, evidently Del-Ton, Springfield Armory, and Midway have no common sense because each of them have on occaision sent me an incorrectly filled order and never acted like PSA did in this case. Penny-wise and pound foolish. |
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+1000. The vendor made the error. They should be the ones going out of their way to correct it and if that means shipping the correct product before the incorrect one is returned by the buyer, that is a reasonable request. Why should you be inconvenienced because their shipping department is HUA. In the future, I would avoid vendors that you are unsatisfied with and just find another.
Originally Posted By Aaron Green:
UncleGak, Transactions between customers and vendors online rely on a certain amount of good faith. When a customer sends funds he is showing that he has faith in the vendor supplying said merchandise. The vendor then ships not having to worry whether they'll get their end of the deal (payment). When the vendor makes an error it is their responsibility to show good faith in order to rectify it. This good faith means getting the correct merchandise out asap. Why should the consumer be the one forced to bare this risk on both occasions. As a vendor your chance at a risk free transaction is over when you mess up. At that point they must assume some of the risk much like the consumer did when first sending payment. Aaron |
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Correct, its obviously the vendors issue. And I agree that a replacement should be sent immediately in this case. If you had ordered the wrong thing, then I would agree with sending it back first. However, Im sure PSA will solve your issue at the cost of your time.
Plan ahead? How ignorant. Captain Hindsight preparing for duty. |
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if PSA sent you the shipping label, what's the big deal?
the reason why companies do this is because a lot of people would a) lie to get something for nothing b) try to keep the wrong order as something for their trouble I am not accusing the OP of either of these things, but after spending 1/3 of my life working directly with public, I know firsthand that a lot of people are incredibly dishonest. Just sayin. |
| You must be living in fantasy land. There is NO WAY that I would ship out another order until I had seen progress of the return coming back to the business. I don't know of anyone that would. That is a hell of a risk to take for a company trying to track down potential cheats. Don't like it, order elsewhere. |
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Quoted: if PSA sent you the shipping label, what's the big deal? the reason why companies do this is because a lot of people would a) lie to get something for nothing b) try to keep the wrong order as something for their trouble I am not accusing the OP of either of these things, but after spending 1/3 of my life working directly with public, I know firsthand that a lot of people are incredibly dishonest. Just sayin. |
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Companies that are afraid of taking a risk should get orders right then shouldn't they. If they get them right they don't have any potential for fraud. Most good companies would have shipped the same afternoon I called. That's how you stay in business in a field as competitive as firearms. Good customer service will keep customers coming even in the slim times. Bad customer service is outed quickly in this industry.
Aaron |
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Originally Posted By Aaron Green: Companies that are afraid of taking a risk should get orders right then shouldn't they. If they get them right they don't have any potential for fraud. Most good companies would have shipped the same afternoon I called. That's how you stay in business in a field as competitive as firearms. Good customer service will keep customers coming even in the slim times. Bad customer service is outed quickly in this industry. Aaron I'll be blunt. This isn't a case of bad customer service, this is the case of a bad customer, and they are better off in the long run without your business. Some people just don't get it  |
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Quoted:
Originally Posted By Aaron Green:
Companies that are afraid of taking a risk should get orders right then shouldn't they. If they get them right they don't have any potential for fraud. Most good companies would have shipped the same afternoon I called. That's how you stay in business in a field as competitive as firearms. Good customer service will keep customers coming even in the slim times. Bad customer service is outed quickly in this industry. Aaron I'll be blunt. This isn't a case of bad customer service, this is the case of a bad customer, and they are better off in the long run without your business. Some people just don't get it
agreed these are the customers we talk about after they walk away from the counter. as i noted before, mistakes DO happen. But some customers will lie, cheat and steal for any little thing,much less a case of "free" 10mm ammo. This is the definition of unreasonable. |
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Originally Posted By Aaron Green:
Companies that are afraid of taking a risk should get orders right then shouldn't they. If they get them right they don't have any potential for fraud. Most good companies would have shipped the same afternoon I called. That's how you stay in business in a field as competitive as firearms. Good customer service will keep customers coming even in the slim times. Bad customer service is outed quickly in this industry. Aaron I dont think so, I have placed a ton of orders online, occasionally something is messed up. When it is, you almost always send the incorrect item back first. The instances where I didnt have to, it was because it was something small and trivial that they could just write off (mag release button from dpms for example) a few companies might... but not most |
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Quoted:
Originally Posted By Aaron Green:
Companies that are afraid of taking a risk should get orders right then shouldn't they. If they get them right they don't have any potential for fraud. Most good companies would have shipped the same afternoon I called. That's how you stay in business in a field as competitive as firearms. Good customer service will keep customers coming even in the slim times. Bad customer service is outed quickly in this industry. Aaron I dont think so, I have placed a ton of orders online, occasionally something is messed up. When it is, you almost always send the incorrect item back first. The instances where I didnt have to, it was because it was something small and trivial that they could just write off (mag release button from dpms for example) a few companies might... but not most I agree. I have must have placed hundreds of online orders in the past decade and have had several wrong items shipped/problems with items/etc. Only ONCE has the vendor sent the replacement before they had received the original item. PSA has gone the extra step in advising that they wanted to see progress on the track before they ship the replacement. |
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I just placed an order from Del-Ton They shipped the wrong item, I called them they shipped the correct item overnight to me with a return label to send the wrong item back.
That's good service! It makes the mistake not so bad, and keeps customers happy which leads to more future bussiness. |
| Primary Arms makes a regular practice out of sending the correct item, along with a pre-paid shipping label to return the incorrect item, as soon as you call to report the mistake if it was their fault. I ran into two separate cases of this with them over the past three months. The first time was when they shipped me a Primary Arms Micro without the killflash even though I paid for the killflash version and the second time was when they shipped a Vltor Offset Scout Mount without the ADM QD lever even though I paid for the QD version. I know it's not the norm these days for a company to fix their mistake before receiving the incorrect product, but experiencing that level of trust over an internet transaction was quite refreshing. |