Looking for some opinions

[Fred Bear]

Mods, I'm posting my question here as it's where I do most of my reading, but if it's more appropriate in a more general forum, please feel free to move it...

Here's today's scenario...
I purchased several boxes from an online retailer, nothing major - a couple of UD Series II and a couple older boxes (2x 12-13 UDI and 13-14 UDI Retail). Not trying to become anyone's biggest customer - just buying a couple for the collection... When I received my package, one of the boxes of 12-13 UDI had a crushed corner (to the point where the box is torn). Not really a big deal on a $25-30 box, but worth getting a replacement. So, I emailed... No answer over the weekend which isn't a huge deal even though they do post Saturday customer service hours on their website. No answer by lunchtime on Monday, so I decided to ping them again just to make sure a ball was rolling. The response: 'We've made claim with UPS. When they render their decision (8-10 days), we'll replace (if possible) or refund.' This was a new one for me... I've now received three damaged packages in the last 6-7 years of ordering boxes online. The first two instances were with two other companies. In both of those instances, my boxes were replaced within 2 business days. In instance A, the shop asked me to open to see if the cards were damaged (half the packs were), UPS picked up the opened box and cards and my new box arrived the next day. In instance B, UPS picked up the damaged box the next day and my replacement arrived the following day. I have no idea if UPS claims were awarded to shops or not. I received a damaged product which was replaced and, in both instances, I was happy (though, if memory serves, there was actually a decent low numbered hit in the damaged box I opened...).

I'd like to see what other experiences folks have had. I feel like this represents pretty poor customer service given my previous experiences (with other online shops) and the bottom line is that my box should be replaced - waiting for the UPS claim should have no impact on me.

Thoughts?

 

[quincy]

I need a third option here. I don't think it's POOR service per se, so much as unresponsive. They're doing reasonable things.

That said, I think if you present the same argument to them - i.e. your claim is your business, why does that affect how you treat me as a customer? - you'll probably make headway. Keep it cool, keep it factual, you should come out the other end with a good result.

 

[Fred Bear]

I need a third option here. I don't think it's POOR service per se, so much as unresponsive. They're doing reasonable things.

That said, I think if you present the same argument to them - i.e. your claim is your business, why does that affect how you treat me as a customer? - you'll probably make headway. Keep it cool, keep it factual, you should come out the other end with a good result.

Excellent idea. And, hopefully, that's how my response is taken.

You're right, I guess from my perspective - unresponsive equates to 'poor' [I work for a company who really believes wholeheartedly in 'world class' customer service]. Online, no response or a delayed response, is the equivalent of being ignored when I walk into a shop, at least to me. I've not dealt with that in the past. Like I said, I've received damaged boxes in the past and received the replacements before the return was even completely processed.

Being told to wait 8-10 (business) days for a decision on a claim with UPS (which they say are very seldom denied) is a new one...

 

[huskies3]

Excellent idea. And, hopefully, that's how my response is taken.

You're right, I guess from my perspective - unresponsive equates to 'poor' [I work for a company who really believes wholeheartedly in 'world class' customer service]. Online, no response or a delayed response, is the equivalent of being ignored when I walk into a shop, at least to me. I've not dealt with that in the past. Like I said, I've received damaged boxes in the past and received the replacements before the return was even completely processed.

Being told to wait 8-10 (business) days for a decision on a claim with UPS (which they say are very seldom denied) is a new one...

Did you ask what would happen if UPS denied the claim?

 

[Fred Bear]

Did you ask what would happen if UPS denied the claim?

I did. I was told multiple times that 'UPS seldom denies a claim but it takes 8-10 business days for them to complete their investigation.' Not really an answer to the question in my mind, but that's what I'm told. It doesn't surprise me that UPS pays the odd claim to keep a big customer happy. Ironically, that's good customer service.

I guess I'm surprised that this is what most people have found as a norm. My two previous experiences were better in my opinion, I got my cards sooner which is the inevitable outcome and I'm sure the retailer got their money from UPS.

As I've gotten older, I'm much more impressed by good customer service than I am saving $10-20 on a couple boxes. Lesson learned.

 

[quincy]

And again, that's the message you should push in your discussion. You aren't angry, you're not asking for anything unfairly, but the question remains: why are YOU bearing the brunt of THEIR responsibility?

 

[Fred Bear]

And again, that's the message you should push in your discussion. You aren't angry, you're not asking for anything unfairly, but the question remains: why are YOU bearing the brunt of THEIR responsibility?

That's exactly the point I tried to raise. Unfortunately, to no avail. 'We will ship your box when the claim is resolved.' is the last 'useful' message I received...

Now I get the box I bought on 3/11 on 3/31... I'll take my business elsewhere in the future. Again, I'm surprised that people view this policy as the norm - I feel like waiting 20 days for something I bought and paid for is ridiculous.

 

[quincy]

It's not the norm, and again: communicate. Tell them point blank that while you appreciate that they resolved this issue, that they approached it backwards (i.e. left the burden on you while it's handled) has cost them your business.

No acrimony, no editorial. Just matter-of-fact: this is not bad customer service, but neither is it good. Bai.

 

[gspell]

I'm on your side. Customer service it very important. It should have been replaced asap. 8-10 days is BS. I would do exactly what you are doing, take your business elsewhere. Luckily for you it was a cheap lesson. If you don't mind, PM the sellers name to me when you get a chance.

 

[japhi]

They should refund/replace and then deal with UPS. Not sure why you would have to wait on their claim with UPS. Surely they have enough cash flow to flip you a new box or give you 15 bucks back.

 

[gallinator]

I've only had one shipment with damaged goods, which was from D&A a couple of years back. One of their aggregated bundles of OPC packs took some impact at some point, causing a few packs to have dinged cards. I e-mailed them about it and they gave me $10 credit, which I thought was fair (not excellent, but fair).

In this case, I think they should just ship you a new box OR give you credit on your next order.