I have a question for y’all.
I recently ordered something from a company (that will go unnamed) on the web. It was described as a specific item, but when delivered was another lesser specific item. The part number is for the lesser item, but it was named the better item.
For example it was a corolla listed (and unpictured) as a camry but, with a corolla part number.
Is this bad on me because I didn’t check the part number? Or bad on them because they named it as a better item?
Replies
Derek,
I have seen lots of stupid mistakes in ad copy. Often it is a goof up by someone who composes the ads without knowing anything about the item being advertised. Then sloppy proof reading doesn't catch it. I seem to see this on the internet more than I ever did in print media. Maybe it's the big rush to get things done now days.
They should certainly allow you to return the item for credit if they are reputable. If not let us know who they are so we can avoid them.
John
I think it's a little more than ad-copy.
On the order line it says ####(part number) then ___________(product name). The part number is right but the product name is wrong.
Imagine it had a veritas plane part number (vp001) but it says Lie Nielsen Jack plane. so it looks like this...
Part No vp001 Lie Nielsen jack plane. and you order it thinking it's a lie nielsen jack plane but it's really a veritas jack plane. Should I have known because the part number is for the veritas?
I guess that's my main point? Have others run into the problem enough that it's something I need to watch for? I will most likely never use this retailer again but is it a pervasive problem?
They have offered to allow me to return the item, but it was only priced about $15 higher than the same item elsewhere so it doesn't make sense financially for me to do that.
Perhaps its important to note that I tend to have the capacity for overreaction and that's why I am trying to gauge my level of overreaction with this.
Derek,
Sounds like a question for an attorney, which I'm not. Sure, it would have been helpful if you had checked the part number, but it sure sounds like false advertising. If the price differential is significant I would suggest you try to send the item back and get your money back. Or, if you want to keep the item, I would attempt to get a rebate that reflects the difference in the two. Maybe eBay (if that is the site) would step in and assist in the negotiation.
BJ
Hi again.......I would certainly call them and ask them to provide for returning the item. You should not be expected to have parts number memorized in order to double-check a name that's listed in a catalog, on-line or otherwise. Chances are, with a polite conversation or two, they will make it right. However, in the long run if they don't, you have complete recourse with the credit card company -- the vendor didn't deliver what they advertised. I wouldn't throw that out in the first conversation, for sure (too bully-ish) but if push comes to shove, they will want to avoid the "charge-back" costs involved in a complaint with the processing company.
forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)
Edited 7/18/2003 1:52:10 PM ET by forestgirl
Basically they offered to send me the (product name) at thier cost and of course take the return on the old one. I guess that's about all that could be expected. Unfortunately I will no longer shop there, although it's strange because they are a fairly reputable dealer (I think) that quite a few people here use. I wish I wouldn't have had such a bad experience (although it's obviously an anomaly)
sounds fair,
Sounds to me like a simple typo. Right name + wrong #; or wrong name + right #. Either way, just a typo. No intent to decieve.
They're willing to send you what you thought you were ordering at no cost, and probably give you an RMA # so the incorrect item is returned, also at their expense. They're doing exactly what a reputable dealer should do.
You should post their name and what the item is, because even if you don't see it, you've found an example of a company standing behind their customers and good customer service.
Don't take it to mean anything other then they're human and make mistakes. Well, do take it to mean that they'll admit and work to correct any mistakes they make. Unfortunately, while all companies make mistakes, not all will fix them.
Good day
I disagree. Standing behind your mistakes is honoring the price given for the item described. I understand that may not be practical and am therefore it's reasonable, but its still not standing behind your mistakes.
I will from now on (as I advised them) work with companies who I can trust to give me the product described for the price described, and wish them the best. I am confident I will never use this site again.
I guess I'm really not understanding exactly what happened. More details would be helpful.
Near as I can guess, as an example. You ordered a cordless 18 v. drill. The price was great. But, they sent you a 12v drill.
Someone goofed and put 18v drill kit for $139 When it was suppossed to be the 12v drill kit for $139. Honest mistake, and they have no legal obligation to sell you the other one to you at that price as it costs them $169 and they usually sell for $199.
They say sorry, typo, but we appologize and will sell you this kit at our cost of $169.
So, you thought you'd found a super deal, and it turned out to not be true. I've had that happen. Ticked me off too, but on retrospect I realized it was an honest mistake and still shopped there. Come to think of this, this seems fairly common in grocery store adds.
What does the item you thought you were buying usually cost?
How much did you think you were getting for?
What are they selling it to you for (their cost)?
If you could answer those ?'s it'd help.
Derek,
I do believe they have to honor their mistake. Getting them to that may be another story. My first SCMS was a gift of an ad mistake. Wasn't suppose to be the sliding model, but that's what was in the paper. They gave me the saw at the listed ad price, and then posted a flyer that the ad is in error. After that posting, apparantly they do not have to honor the ad. I was also told that even thought they put a disclaimer in the ad about errors, it's not binding unless they catch the error.
Don
Derek, I think you're being a little hard on them. If the item you were expecting is considerably more expensive, and they are going to accept the return of the wrong item and provide the right one at no profit to themselves (which means, with shipping and all, they are actually taking a loss, however small) then that's pretty a pretty good resolution, IMO.
Not to pick on you in particular, but sometimes I get the feeling that a person just wants to be able to say "They done me wrong, and I'm not going to take it, so the H with them." Companies, believe it or not, are human -- they are designed, managed and staffed by humans, at increasing pressure to be superhuman-efficient (or lose their precious jobs, when no others are to be found), so if they make a mistake, but offer to rectify it, what's the grief for you?forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)
You know if you have this attitude about shopping and mistakes then probably online shopping isnt for you.
They made an error and fixed/recitfied the problem, if you cant get past the error then you probably are one of those customers who cant be pleased ever. In hindsight that company is probably glad you wont be doing business with them again as it sounds like youre being awfully unreasonable about mistakes. Then again it sounds like you probably have *never* made a mistake in your life, im glad youre so perfect maybe we call all strive to be as perfect as you....
Yeah, you should all strive to be as perfect as me! =)
And I don't think I've ever claimed to be perfect, or that this company did anything "wrong". Just that with all the choices (I could have purchased this products from probably 40 different places) available I would expect to be able to trust the shop I choose...
Derek,
I think your being to hard on them. It seems by your own admission that they weren't out to cheat you. So why the hard line? I'm not really sure, I understand.
There is a lot to be said for customer service and their willingness to correct a mistake. When you called. Did they give you a hard time? Or did it just take a little time to straighten it out.
Just my 2 cents.
Len
Derek, if you don't think they "did anything wrong" and weren't out to cheat you, then why are you saying: "I would expect to be able to trust the shop I choose..." This is the part of your reaction, IMO, that has some of us wondering. Does anyone else in your life whom you trust ever make a mistake?
In your original post, you asked: "Is this bad on me because I didn't check the part number? Or bad on them because they named it as a better item?" Maybe it's not bad on anyone! ...at least not in the purposeful-bad sense of the term.
Certainly, there are dozens of companies out there you can deal with instead of this one, and it's absolutely your right to do so. Just seems like a heck of a waste of energy to get so wound up about it.forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)
I still wish Derek would post some actual details.
Company name:
Product ordered: Cost:
Product recieved:
Cost to replace what he recieved with what he thought he was ordering:
Unfortunately, much of the confusion in this discussion has been from the lack of info.
Still seems to me that many other people would have posted this as an example of the company trying to make things right after an error. I don't see where he's said anything here that'd tarnish their reputation.
Besides, now I'm curious, and would like to know some actual details.<G>
Anyway, congrats on the upcoming wedding.
Billy
Thanks for the congrats!
I think you're absolutely right that 9x out of 10, this situation would have been posted as a Customer Service Success Story. Seems like Derek has some "issues". At any rate, I happen to know (and didn't make any promises not to share) that it was a dado set mix-up. In my book: no biggie, inconvenient, yes. Worth all this angst? Nope.forestgirl -- you can take the girl out of the forest, but you can't take the forest out of the girl ;-)
Ouch! Now I have issues! Who knew? I really don't(at least I don't think I do) and am really not upset. =)
Someone asked if someone in my life made a mistake what would I do. I don't think that is a valid comparison. the people in my life have proven themselves trustworthy over and over again whereas this is my one and only experience with this vendor.
I agree that it's not worth angst, and really am not angst ridden over it. But I will respond when questioned. It was a dado set listed and sold as the Freud Safety Dado but, when it was delivered it was the Freud Pro Dado.
I'm not gonna go on a letter writing campaign or try to get people to avoid anything, but I make silly principled stands quite often. For example, I won't celebrate Valentines day on Feb 14. The 13th or 15th sure...but I'm not gonna pay 3x as much for dinner because I don't love my wife any more on that day.
Perhaps I do have too much angst! =)
Thanks for the info.
Frankly, I havn't a clue the difference between the Freud safety dadoe set, and the Freud Pro dadoe set. I could have easily made this mistake. It's very very likely, that whoever entered the info in the computer isn't a woodworker and doesn't know the difference between a dadoe set and a sawblade. Much less between various dadoe sets.
Reality is this is the bottom of the totem pole task. People who understand woodworking are hard to find, and you put them in sales (working with customers) and customer service positions, not entering add copy on a keyboard.
What does a Freud dadoe set cost anyway, and what is the difference between these two sets?
And, most importantly, did you eventually get the set you wanted, and does it work well? Someday I need to get a good dadoe set myself, that wobble thingy's gotta go.
Well then it's a good thing I don't shop where you post the item names! =)
I think it was an honest mistake and I have no ill will against them. But I will shop where these types of mistake are lessened or mitigated.
I give up. Were it my company you'd purchased from I'd not only be happy to see you buy elsewhere, I'd subscribe you to all my competitors catalogs, and put a freeze on your address to make sure we never accidentally sent you another catalog.
I'm kidding, sorta. You stated: I will shop where these types of mistake are lessened or mitigated.
Seems to me this outfit has done exactly that. But, I obviously don't know the entire picture, as you have left quite a few pieces out.
You remind me of the cartoon of the lady at the complaint desk. The guy behind the desk is saying, 'what if we refund your money, give you 3 of these for free, and shoot the manager, would you be satisfied then?' LOL
Anyway, have a good day, and let us know how these dado blades actually work. Been thinking of getting a dado blade, and have had good luck with the Freud blades I have.
I would expect them to offer me the product that they were advertising, at the price they were advertising. I honestly don't think that expectation is too far out of line. That said, if I had 4 or 5 other positive purchases to go from, I'd probably have a better understanding of this mistake.
When I think more of it, selling me the safety dado at thier cost is ok but, I wouldn't say it is anything special. They didn't offer to pay for all shipping costs (although I didn't mention it), and after taxes I could actually pay LESS for the blades elsewhere where there were no taxes. Thanks for offering to let me pay MORE for a blade that I originally ordered from you at a lower price.
I'm not really upset, they've decided what they will do, and I've decided as well.
I am looking forward to using it on my next project and am very excited because the freud products I use are a joy to use.
While, I still don't get it. Still seems to me your over-reacting. But I guess you have your reasons.
Ok. now back to your dado blade. Did you get the 6", 8" or 10"? I have the 8" one and love it. I've owned it over 10 years and I paid $110 for it. Great price now that I see how much they are charging now.
Setting the blade up is really very easy but you should pay attention to the position of the outside blades when cutting a 1/4" slot. I found that the teeth need to line up when cutting a 1/4 slot.
Enjoy,
Len
Well, still not sure I totally understand what happened.
Only other thing I can think of. Did you ask them for an RMA # for the wrong blade and a full credit or refund for the purchase price? I may have done that if the upgrade to what I thought I was ordering cost me more money then I could get it elsewhere.
Now I'm still not clear:
What blade did you order?
What blade did you end up with?
Why did you choose that particular dadoe blade?
And, how do you like it now that you're using it?
Isnt the pro dado a better dado? an up grade?
Hi Derek, you're singing a song I know the words to. I too have gotten the wrong item from internet shopping, and have recieved both sides of customer "service". As a doctor I deal with the public every day and know the value of treating people as individuals and just plain doing the right thing. Anyone or any company can function well when everything is going smoothly with no bumps in the road. However, there are always bumps in the road! I try to judge people and companies on how they handle themselves and their buisness when it hits the fan, and how they correct the problem. Just some thoughts before I have my coffee...
-Marc
There's another angle to this. These people, and our nation, have invested heavily in the promise of the internet. If people mess up, be they copy writers, shippers, or fast and loose operators, the internet will never become the market place it could be.
I can order on the net, or I can get in the truck and breast the miserable sacramento traffic to find wood working stuff. If you're living and working in Alturas, you will depend on the internet, unless the internet businesses prove that you can't.
My results have been mixed with some good experiences, some mediocre, and some bad. I tend to get in the truck and drive if I think that Woodcraft or the wood working industry suppliers will have what I want. Think about that when you put out your next internet catalog.
Derek It sounds like a mistake made by another human just like you. It happens all the time. That company is made up of individuals like yourself and whoever made you the offer was doing the best they could to pacify you. You can't change a mistake it has already happened. You don't stay in business very long intentionally misleading your customers.
I worked in the newspaper business for many years and there was a time if you advertised something for a price you had to sell it for that price no matter how low the price was or face a lawsuit. This is called truth in advertising. The law changed you can make an honest mistake as long as you print a retraction.
I have never heard anybody complain because they got something better than they thought they had paid for. I've been upgraded several times when an item is sold out or just unavailable for some reason. By the same token I have been just as disappointed as you when something didn't go the way I expected to.
Gods Peace
les
You don’t know if what (DERK) ran into is honest mistake or just some bait and switch scheme. Derk dose not know if they really sold the other item to him for their cost or just some reduced price so they are still making a small profit.
When I find some thing like that I send a copy of the ad and any and all paper that I have and what I was told and by whom into my state att. office consumer fraud division and the state the company head office is in. I let them deal with the company. I don’t hold any hope that state att. office will act on one complaint but if they get enough they will.
I also report every time a miss-charges me because of their scanners.
Wow. That's rough.
Is this a case of handling the exception as the rule? If I was shopping for this item at "Crazy Eddies" I'd have reason to suspect unethical behaviour. That's how used car dealers got their reputation.
And why are we afraid of naming this vendor? This is an open and public venue, not a talk show for heaven sakes. Well, unless it's our sponsor!
Reasonable expectations are and should be legal expectations. IMH and considered O - to put it in the vernacular of the day.
-Ken
I'm not "afraid" of naming the vendor, but I don't think they did me wrong on purpose and therefore am making a decision to keep them out of any negative light. I do think it was an honest mistake, and I think they did what they were willing to do to fix it.
Me, from now on I will be using a vendor that hasn't proved to make those same mistakes. There are enough out there that I can easily choose where to point my browser.
And yes, the drill comparison was dead on....
Point taken. I'm on your side.
Now let's go make some sawdust!
-Ken
"I don’t hold any hope that state att. office will act on one complaint but if they get enough they will."
The Texas State Attorney General office will, I had a complaint of mail fraud of less than $100.00. They tried to track the crook down and were willing to take the necessary legal steps to bring him to justice but couldn't find him. He had closed his operation and moved on. He had his office in Dallas and lived in a small town 40 miles away, Mabank. They questioned his neighbors trying to get a lead on him.
Impressed me!
Gods Peace
les
Derek,
Sounds like you have a clear understanding of what you expect with any of your dealings. Being hard or tough on company is not bad. You had an expectation and they didn't meet it. I've been in a demanding and fairly high pressure business for several years and have discovered that yes people make mistakes, but there is always accountability in some way or another.
If people didn't take their business elsewhere when disatisfied with customer service then companies would continually attempt to lower their standards of customer service.
The bottom line is, if you didn't decide to start shopping elsewhere, then that company would have effectively helped you lower your standards.
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