"Being misunderstood is the fate of all true geniuses"
EXPERIMENTATION TO BRING INNOVATION
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QUOTE: Originally posted by AggroJones If they made the mistake, they should cover all cost to correct said mistake. How I sees it, the shop is in the wrong. Is it Standard Hobby Supply?
QUOTE: Originally posted by chateauricher Considering you live in Sweden and the store is located in the US, I don't think its totally unreasonable for them to wait until the items are returned before issuing a refund or replacements. However, it does seem that it is taking a very long time... longer than it really should. Is there any way you can trace the package you sent back to them ? Other than that, I can't think of any other options. When returning an item to a mail-order/internet store, perhaps you should make sure they have to sign for it. Send it back by a courier company (like UPS or FedEx) if you can't send it by registered mail. Also, you should insure the package for its full value so that if it gets lost, you can get at least some money back.
"No soup for you!" - Yev Kassem (from Seinfeld)
QUOTE: Originally posted by selector I have a bad feeling about this, EL. I could accept maybe 18-21 days, but one month is too long. You now can only hope that the package shows up. If it hasn't surfaced by the end of July, I'm afraid you're hooped. I guess you won't be dealing with them any more. Grrrrrrrrrr! [:(!]
QUOTE: Originally posted by ericsp I am a bit confused. Did the hobby shop call you and inform you that they shipped the wrong track, then you called the post office and told them to return the package to the sender? Did the package have a tracking number?
QUOTE: Originally posted by polizi Electro, I agree with you this should not take them this long to act on this. I also think that any good company would have more then one human that can make a simple call to the post office with there tracking number and verify the package was refused and is returning to them and in turn send you your replacement. The fact that your in another country from them should have no bearing on this. My other job besides the Fire Dept is workin with a large company who ships performance auto parts all over the world has given me some better insite into these types of problems. If this is a reputable company that you dealing with then they sould be more than willing and able to help you in a way that benifits you as the customer. Have they offered you any help on this matter or only excuses and a royal blowoff?
QUOTE: Originally posted by polizi Electro, You said you were going to contact them in an hour here in the US it is 4:10 in the morning? Truth be told what they are doing is probly not illegal just really no practical on a customer service relations aspect. I would also just tell you based on my experience that you will get much farther ahead to maintain you composure and be nice but firm. As the old saying goes "you get more flies with honey" Yelling at them will only put them off and not willing to help you on this matter. It may not seam right but I will go out of my way to help someone who is nice but has a bad problem rather then a guy who yells and screams and tell me how bad our company is. I will still help them but I do not go out of my way for those types. Just some advise to dao with as you please take it or leave it its your call. Good Luck let us know how this plays out I am interested in knowing.
QUOTE: Originally posted by locomotive3 If you need it that bad, call them back and tell them you will re-order. This way no more wait. Ask them, upon receipt to credit back cost & expense. If they are respected , have a professional/creditable reputation they should be able to accomodate this request.
QUOTE: Originally posted by locomotive3 Screw ups happen, it's one of the American ways. They too want a resolution and you want to move on. When you told your PO to return the package part of the question may be who is eating the return expense if you expected expeditated shipment, Air or Water?
QUOTE: Originally posted by peterjenkinson1956 we should run a comp to see who can guess which shop he delt with..closest member gets a box of track................. only joking.. sorry mate ..i live overseas and have had a couple of minor problems with orders from the u s a .. they have all been delt with satisfactory..when i complained that one of the shops had sent the wrong roadname for a loco they sent me a new one and didnot ask for the other to be returned..i got a surprise when the new one arrived unannounced.... since then i have bought quite a lot from this store and all i can say is be patient.. inform visa if you paid by visa and put the item in dispute ... i would say write to them and say that you didnot collect the item from the post office.. i agree with the other fellas ,,stay calm ..the other person may be a 50 yo lady with no interest in model railways and sent you other track because the track you ordered was not in store...hpe this helps you...peter
QUOTE: Originally posted by chateauricher I don't know of any store that would issue a refund without getting the merchandise back. If that were true, anyone could walk into any store; claim a problem with something they "bought" there; not return it; and then walk out with a refund. H*ll! I think I'll walk empty-handed into Leon's (a major home furnishings store here) tomorrow and demand a refund for the big-screen tv, and the set of stainless steel kitchen appliances that aren't satisfactory. [:)] I could use the money for trains. [;)] Can you imagine the financial losses stores would incur if that were true ??? So, yes, the store in question is doing the right thing — waiting for the merchandise to be returned before issuing a refund. The problem here seems to be the unusual amount of time it is taking for the merchandise to be delivered to the store by mail. It would seem to me that it has been lost, either by the Swedish post office, or by the American postal service. The package's tracking number should help locate it. Its probably stuck in a warehouse somewhere. Or, considering the paranoid US Customs these days, it might even be in a customs warehouse being held as part of an anti-terror investigation. If you really want this track, I would do as locomotive3 suggests — re-order it and ask the store to refund you when the original package finally arrives.
QUOTE: Originally posted by CraigN The original purchase order will state what was ordered, it won't show the wrong item being ordered unless you give them the wrong info. The packing list and bill will show what was shipped. If it is different than the purchase order sheet, then it is the hobby shops fault and they need to make it right. With one exception, you first need to verify if the hobby shop states a policy of substituting items if your item is out of stock on their order form? If so, then you need to be patient with them, they deserve that right. Since it has been a long time since the item was refused, I would contact Visa ( if that is the way you paid) and let them know you never received the items and you want your account credited. They can research it. There should be a paper trail with the Post Office I would think. Also,sometimes a package gets damaged at the Post Office, it gets set to the side untill someone gets the time to fix up the package. That could also be why the Hobby shop hasn't received the package. Save all your E-Mails too, you might need them to resolve the dispute.
QUOTE: Originally posted by ereimer if you don't get a satifactory answer to today's email it's time to escalate the problem . send another polite email saying that you aren't satisfied with the help you're getting and that you'd like the email address of the owner or manager of the store (assuming that isn't who you're dealing with right now) . if they won't give you that you might have to ask for the wners name and actually call and ask to speak to him directly . this still might not help , even though it is the shop's fault for sending you the wrong item , and also their problem that there is only one person (on vacation) who can deal with it , it is unlikely that they will refund your money with no proof that you didn't go down to the post office and pick up the goods , or proof that the shipment got lost somewhere on the way back to the US . in these days of highly organized scams and rip-offs not too many companies can afford to trust customers . good luck , i hope this gets resolved soon
QUOTE: I don't know of any store that would issue a refund without getting the merchandise back. If that were true, anyone could walk into any store; claim a problem with something they "bought" there; not return it; and then walk out with a refund. H*ll! I think I'll walk empty-handed into Leon's (a major home furnishings store here) tomorrow and demand a refund for the big-screen tv, and the set of stainless steel kitchen appliances that aren't satisfactory. I could use the money for trains