Opinions Needed

[Fred Bear]

So here's the situation...

I don't have 'easy' access to an LCS anymore. The owner passed away around this time last year and the shop closed without much fanfare. The two closest are an hour and an hour-and-a-half away - in different directions and only one of the two typically has cases (quantity) of a product on release. Neither carry much in the way of hockey (outside of Penguins & Flyers, of course). This has pushed me to the internet... which can be good and bad...

I've contacted several online dealers - UD authorized and Panini authorized - I'm sure many here could put together the 'standard' list... My desire is to find a 'home shop' where I know I'm getting decent pricing (I usually buy after MAPP and other pricing restrictions are up), I know they will have access to decent quantity and selection of what I want/need, and they have great customer service...


Am I asking too much?

I want to buy 5 boxes of Panini Limited... I sent out an email to seven dealers who had the product (selection & quantity requirement) requesting pricing for the 5 boxes... Of 7 emails, I got three responses. Of the 3 responses, 2 were the same 'low price' (price requirement) [Note: the thrid price was close, but over 5 boxes it adds up quickly...]. So I flipped a coin and picked one...

I contacted them, paid, and product shipped... First to the wrong address (got the UPS tracking email)... I contacted them and got it corrected (old address in their system from a prior purchase)... Then I get a new tracking email with the correct address plus an additional email with the packing list... They shipped the wrong product (this has been verified by them and they have recalled the package)!

So... How do I move forward? Do I stick with them or switch vendors? Do I ask them to 'make it up to me'?

What determines 'good customer service' in this situation?

[My point of reference is the company I work for... Our shipping group has made mistakes before and shipped to the wrong location. We normally bill for shipping. If a mistake is made, we pay for return shipping (to our facility) and shipping to the correct endpoint, as well as crediting the customer for their shipping costs. Some customers also get credited for the cost of their products depending on the situation...]

I'd love to hear some other opinions as I search for an internet retailer!

Thanks!

[reoddai]

Lasting customers are won or lost, sometimes in the first sale.

Is this kind of action representative to your (albeit random) first choice? Probably not. But, the fact that they screwed it up on their first sale to you is not a good sign.

I would send a polite PM asking if there will be any consideration for the multiple... difficulties that you've encountered in this, your first purchase. You may get a yes, you may get a no.

It doesn't sound like you're a hardliner, but if the item still hasn't even been shipped from the seller, say you aren't terribly impressed with the service and ask if a full refund is still possible if there are no 'considerations'.

After all, you just did a coin flip. Get your money back and try the other supplier. Maybe you'll find much better service there.

If it helps any, doniceage has had a great relationship develop with pittsburgh wholesalers. They are who I'd deal with if I were in the USA.

Cheers,
reoddai

[Fred Bear]

Thanks for the info (and to those who voted in the poll)...

I contacted them first thing morning in response to their email verification that the packing list they emailed was, unfortunately, correct and that they had shipped the wrong product. I was also told they were recalling the shipment from UPS (verified with UPS). I asked them to hold the correct shipment until I decided what to do (they don't normally ship until the end of the day). No response... Contacted them around the time of my original post and asked what they could do to make it right (giving them a chance). No response...

I've cancelled my order and requested a refund and lined up a new supplier...

I'll post my breaks when I get them! (finally)