RadioShack.com = Total Fail

[undertheradar]

Placed an order for Enercell AA 36 count battery packs on Black Friday for the price of $6.84 each. Great price, I ordered 12 and received confirmation of my order within an hour. Tuesday evening I receive an email that those 12 battery packs were cancelled. Phoned customer service and was given the excuse that it was so busy on Friday that the warehouse was just verifying order inventory and the sold the quantity that was "set aside" for the sale price. Amazingly, they were willing to sell me 18 count packs of the same product at $11.99, buy 1 get 1 free. I have invested email and phone calls trying to get RadioShack to honor my confirmed prices and they refuse. Called corporate and spoke to a VP's secretary, gave her my name and order number. She asked me to hold while she reached out to someone to help me. Call was dropped.

I was offered the 36 count packs for the price of $23.98 each, with the "word" of a supervisor that I would be credited back to make the sale price. Sorry, not trusting that one.

Avoid RadioShack.com. They do not honor confirmed orders and I was buying house brand items.

 

[supersnoop]

I was offered the 36 count packs for the price of $23.98 each, with the "word" of a supervisor that I would be credited back to make the sale price. Sorry, not trusting that one.

That's a pretty common way to solve this type of problem. They need you to place the order before they can adjust the price for you. Worst case, if the supervisor doesn't come through, return them all.

 

[undertheradar]

Cancelled the entire order and returning the full price items that were shipped!

Never purchasing anything from RadioShack again.

 

[wiigirl]

That's a pretty common way to solve this type of problem. They need you to place the order before they can adjust the price for you. Worst case, if the supervisor doesn't come through, return them all.

 

[undertheradar]

They want me to trust that if I pay them over $300, they will credit my card back to the correct amount of almost $90. This from a company that couldn't just ship the confirmed items at the confirmed price. No way would I ever trust the credit being done correctly.

 

[supersnoop]

They want me to trust that if I pay them over $300, they will credit my card back to the correct amount of almost $90. This from a company that couldn't just ship the confirmed items at the confirmed price. No way would I ever trust the credit being done correctly.

They offered a solution. You don't like it. I can't blame them.

I had a similar situation with Dell. It was a computer for ~$2,000. They cancelled my order and stopped making that model. In the end, they had me order the next version at $3,500 and modified the order before it shipped or I was charged. You're going to have to trust them to do the right thing; they're willing to work with you, but you have to work with them. Besides, you can always return the order at their expense if they don't come through. I don't see what you have to lose.

 

[undertheradar]

They offered a solution. You don't like it. I can't blame them.

I had a similar situation with Dell. It was a computer for ~$2,000. They cancelled my order and stopped making that model. In the end, they had me order the next version at $3,500 and modified the order before it shipped or I was charged. You're going to have to trust them to do the right thing; they're willing to work with you, but you have to work with them. Besides, you can always return the order at their expense if they don't come through. I don't see what you have to lose.

Wouldn't even be an issue if they just shipped the confirmed items at the confirmed price. I didn't order anything with a rebate, so I should not have to pay a higher price and "trust" that RadioShack will do the right thing. This all could have been avoided had they done the right thing the first time. They are not offering a realistic solution, they are the ones who were already "trusted" with a confirmed order and then broke that "trust" by cancelling those items almost 5 days later.

 

[cel_disney]

Maybe you have never encountered this situation before - but it has happened to me plenty of times - including just today! My child's scholastic book order was not processed correctly. But - the coupon I used was no longer working (it said it had already been used). They had me place the order and then they adjusted it as soon as it was received. It all works out ... Really...

You are asking them to do something they can't...had they been able to ship the item you ordered they would not have cancelled the order. Not sure how else they can't make it right to you?

 

[disney4us2002]

I'm sorry but I wholeheartedly agree with the OP. RadioShack sucks. I ordered an Ipod Touch from them on black Friday 2 yrs ago and received a confirmation, just like the OP. I didn't find out until 2 wks later that the order had been canceled. I then had to scramble to find the ipod 32g for a decent price at the last minute right before Christmas. That is an unacceptable way to run a business. I haven't shopped there since and I will not. At least they didn't try to get me to pay a higher price for the same item. I think it's crazy that they have the batteries but cannot fulfill the OPs order at the same price. At least with mine they were simply sold out until after Christmas. Sure buy them at the higher price and they'll credit your card the difference, wink, wink. That's as reliable as "your check is in the mail".

 

[Shelly F - Ohio]

I needed a battery for my cordless phone so I looked on Radio Shak web sight and saw they carried. Sent DH to the store to get it and it was priced double what the website quoted!! So I ordered it online instead. What a terrible way to run a business.

 

[undertheradar]

Maybe you have never encountered this situation before - but it has happened to me plenty of times - including just today! My child's scholastic book order was not processed correctly. But - the coupon I used was no longer working (it said it had already been used). They had me place the order and then they adjusted it as soon as it was received. It all works out ... Really...

You are asking them to do something they can't...had they been able to ship the item you ordered they would not have cancelled the order. Not sure how else they can't make it right to you?

It looks as if RadioShack is cancelling these items from many orders. My problem is that they confirmed items at a set price, but now require me to pay more and trust that the same corporation that failed to get it right the first time, will somehow get the price honored after the transaction. The best part is that they refuse to put the "solution" they came up with in writing via an email.

 

[undertheradar]

I'm sorry but I wholeheartedly agree with the OP. RadioShack sucks. I ordered an Ipod Touch from them on black Friday 2 yrs ago and received a confirmation, just like the OP. I didn't find out until 2 wks later that the order had been canceled. I then had to scramble to find the ipod 32g for a decent price at the last minute right before Christmas. That is an unacceptable way to run a business. I haven't shopped there since and I will not. At least they didn't try to get me to pay a higher price for the same item. I think it's crazy that they have the batteries but cannot fulfill the OPs order at the same price. At least with mine they were simply sold out until after Christmas. Sure buy them at the higher price and they'll credit your card the difference, wink, wink. That's as reliable as "your check is in the mail".

 

[Heidict]

I don't blame the OP. It's sounds like a bit of bait and switch going on. Promise them a low price and when they do "oops, we are out, how about you pay triple". I wouldn't trust them to refund the difference either.

It's not that they are saying "order it at that price and we will take care of it on our end and adjust it when and then charge you the sale price amount".

The fact that they won't put that in writing is a big warning sign. All they have to do is deny it and the OP is out over $300 with no way to back up this "guarantee" he is getting from them.

 

[undertheradar]

I don't blame the OP. It's sounds like a bit of bait and switch going on. Promise them a low price and when they do "oops, we are out, how about you pay triple". I wouldn't trust them to refund the difference either.

It's not that they are saying "order it at that price and we will take care of it on our end and adjust it when and then charge you the sale price amount".

The fact that they won't put that in writing is a big warning sign. All they have to do is deny it and the OP is out over $300 with no way to back up this "guarantee" he is getting from them.

 

[supersnoop]

Sorry, I forgot that you were just complaining and not looking for help or a solution.

It's not bait-and-switch. People should really understand what that means before they start throwing around random terms.

Your order was cancelled because they thought they sold out. Now they they realized they have plenty in stock, they don't have a way to reinstate the order. They've asked you to do that, so they can adjust the price before they actually charge you. They realize it's a problem, but they're trying to fix it for you. If all you want to do is complain, then what do you expect them to do?

 

[bumbershoot]

I needed a battery for my cordless phone so I looked on Radio Shak web sight and saw they carried. Sent DH to the store to get it and it was priced double what the website quoted!! So I ordered it online instead. What a terrible way to run a business.

It's VERY common for the online division of a company to have different stock and prices than the brick and mortar. Extremely common.

They do not honor confirmed orders and I was buying house brand items.

They are TRYING to honor it. YOU have refused to let them.

That's as reliable as "your check is in the mail".

But sometimes the check IS in the mail.

The best part is that they refuse to put the "solution" they came up with in writing via an email.

Along with not explaining who called to continue to work on the situation (you said the call was dropped but didn't say if you called back or they called you), you didn't mention that in the first post. Did they say "I refuse to do that"? Did they say "I can't write an email because I'm a secretary and don't have access to the official email system and rightfully do not want to give you my own personal email?" How did they say it? Or did it just not happen?



Holiday time is killer on inventory systems. Everyone is used to how good amazon is now at keeping track of how many items they have, but it wasn't always that way. It's no surprise that other companies have a hard time with it. And sometimes inventory will show items are there, then when the person in the FC goes to pack them they just aren't there, or aren't in the right place. That's why you have the human touch of trying to help. And some systems are simply too rigid to do what WE want to do so we get to choose if we want to dump it altogether or go with their workaround. If we dump it, we can't put the blame solely on the company, IMO.

 

[undertheradar]

It's VERY common for the online division of a company to have different stock and prices than the brick and mortar. Extremely common.



They are TRYING to honor it. YOU have refused to let them.




But sometimes the check IS in the mail.




Along with not explaining who called to continue to work on the situation (you said the call was dropped but didn't say if you called back or they called you), you didn't mention that in the first post. Did they say "I refuse to do that"? Did they say "I can't write an email because I'm a secretary and don't have access to the official email system and rightfully do not want to give you my own personal email?" How did they say it? Or did it just not happen?



Holiday time is killer on inventory systems. Everyone is used to how good amazon is now at keeping track of how many items they have, but it wasn't always that way. It's no surprise that other companies have a hard time with it. And sometimes inventory will show items are there, then when the person in the FC goes to pack them they just aren't there, or aren't in the right place. That's why you have the human touch of trying to help. And some systems are simply too rigid to do what WE want to do so we get to choose if we want to dump it altogether or go with their workaround. If we dump it, we can't put the blame solely on the company, IMO.

Honestly, I get that you used to have ties or do have ties to Amazon. Every corporation does not run the same.

The phone call was from a "supervisor" in the Florida call center. This "supervisor refused to provide a name or employee number. Is this clear enough to sound shady? I don't care what volume of business a company does, that has no bearing on whether or not my order was confirmed. That is RadioShack's issue and they are the ones who FAILED on my confirmed order.

 

[undertheradar]

Sorry, I forgot that you were just complaining and not looking for help or a solution.

It's not bait-and-switch. People should really understand what that means before they start throwing around random terms.

Your order was cancelled because they thought they sold out. Now they they realized they have plenty in stock, they don't have a way to reinstate the order. They've asked you to do that, so they can adjust the price before they actually charge you. They realize it's a problem, but they're trying to fix it for you. If all you want to do is complain, then what do you expect them to do?

What a rude response!

I posted this so that others don't experience the same treatment from RadioShack.

Perhaps you are willing to trust other parties who have already failed to honor the confirmed order, I am not. The original confirmed order had confirmed items at confirmed prices, not higher discounts with some type of codes applied. Strange that RadioShack has done this to others as well and you believe that it is acceptable business, I do not.

As for bait and switch, since when does offering an item at a lower price, then not having that item but offering a higher priced item instead(not reduced), when is that not bait and switch?

 

[supersnoop]

What a rude response!

I posted this so that others don't experience the same treatment from RadioShack.

Perhaps you are willing to trust other parties who have already failed to honor the confirmed order, I am not. The original confirmed order had confirmed items at confirmed prices, not higher discounts with some type of codes applied. Strange that RadioShack has done this to others as well and you believe that it is acceptable business, I do not.

As for bait and switch, since when does offering an item at a lower price, then not having that item but offering a higher priced item instead(not reduced), when is that not bait and switch?

Sorry if it came off as rude, but "Total Fail" and "They do not honor confirmed orders" seems a bit over-dramatic for a situation in which you've been offered a resolution that results in exactly what you want. As I've stated, I have trusted a company to come through for me in a similar situation, to the tune of $1,500. What's the risk here? If they don't come through, you return the product and they refund your credit card - you wouldn't be out any money, just some time. Probably less time than you've dedicated to this thread. There's NO RISK in taking them up on their offer.

 

[undertheradar]

Sorry if it came off as rude, but "Total Fail" and "They do not honor confirmed orders" seems a bit over-dramatic for a situation in which you've been offered a resolution that results in exactly what you want. As I've stated, I have trusted a company to come through for me in a similar situation, to the tune of $1,500. What's the risk here? If they don't come through, you return the product and they refund your credit card - you wouldn't be out any money, just some time. Probably less time than you've dedicated to this thread. There's NO RISK in taking them up on their offer.

I'll equate it to sitting somewhere and having a meal. The server brings your bill and you find that you are being overcharged. Would you present the server your credit card and trust that the bill will be corrected in back? I would not and I see this RadioShack issue the same way.

I don't see DisBoards members advocating that a Disney confirmation is anything less than what they expect to get. How is my expectation of my confirmed RadioShack order any different?

As for time investment, RadioShack corporate repeated back to me my name and order number before my call was dropped. All of my contact information is available via that information. I still have never been contacted back. Not exactly a stellar example of customer service on RadioShack's part.