"Being misunderstood is the fate of all true geniuses"
EXPERIMENTATION TO BRING INNOVATION
http://community.webshots.com/album/288541251nntnEK?start=588
QUOTE: Originally posted by selector It may be their firm policy not to reship anything until the original has been returned. That said, I agree completely that this is unacceptable. You might want to mention in your NEXT e-mail to them, Electro, that most of us on this forum agree with YOU. That might help to shift them a bit. [;)]
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
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: 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 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 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 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 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.