Looking for some opinions

[Fred Bear]

{I'm posting this here because I only collect hockey cards, but if the mods want to move to a more general locale, I'm fine with it...}

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!

 

[Fritz]

I will very rarely go back to a company where the first impression is bad unless there are no other options. Years ago I used to spend a ton of $ on reptiles & supplies. I made one order with port credit pets online for around $100, not a big order but they screwed it up big time & I had nothing but headaches trying to get it straightened out. They had hundreds of satisfied customers singing praise online but that one experience made me go elsewhere for my next/bigger orders. I still wouldn't even order a goldfish from them. Maybe I'm petty but I'm also handy

 

[Stevini18]

Did you try PGH Sports Wholesale? I have ordered from them many times without an issue...they usually have good prices too.

You can also try my guy Seymour at A&S Sports in NY...he's at all the NY shows, and some CT shows, and always gives me excellent customer service - and his prices are great.

http://nysportscards.com/

Haven't ordered from him online, and it doesn't look like he has every new product up on the web yet, but send him an email and he'll take care of you.

Customer service is important, and you want to find a dealer in the East Coast so you can get your products next day via UPS or Fedex...

 

[Mack]

TOugh call maybe go some where else. They only fair thing for them to do to make up there mess ups is the free shipping just like you company would do.

 

[Fred Bear]

Thanks for the opinions, everyone.

I contacted them first this 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)

 

[wingnut888]

As a seller online who ships daily when I screw up (happens to everyone) I make sure that the customer is satisfied and I pray they shop with me again. Keeping in quick contact is priority one usually as most times people are easy to work with even if you make a mistake. My initial reaction was to give them another chance but the lack of communication you received I would have done the same thing and looked for another supplier. Hopefully the next one will work for you.

 

[Fred Bear]

As a seller online who ships daily when I screw up (happens to everyone) I make sure that the customer is satisfied and I pray they shop with me again. Keeping in quick contact is priority one usually as most times people are easy to work with even if you make a mistake. My initial reaction was to give them another chance but the lack of communication you received I would have done the same thing and looked for another supplier. Hopefully the next one will work for you.

I tried... I honestly don't feel right complaining about customer service without at least giving them a chance. But, the other day, when he was 'making the sale', I got emails answered pretty quickly (the longest wait was maybe 15-20 minutes for a response) and when I asked how to pay, it seemed like the info was there before I hit send. Today... nothing. I emailed at 7am - 12pm - 3pm and only got a response when I finally asked for confirmation of order cancellation and requested my refund, "Sorry, just saw your email."