I need to throw this out there - I am really not sure what I should here, I want to do the right thing, but at the same time I was mislead, but I do not want to stoop to their level....wait. I had better start at the beginning.
A few weeks ago I made an order from an online scrapbook store for some Cricut Cartridges (I will leave the store unnamed at this time, but some of you will know exactly who I am talking about as I get into this). I paid extra for Express International shipping with a tracking number as I needed the items 2 weeks after the order was placed. The items were listed as "in stock" and "ships in 1 to 2 days". So, I knew I had more than enough time to get the items. I paid via Paypal a total of $173.00 (which is still less than buying the cartridges here in the stores).
I received an email confirming my payment and that the items were in stock and shipping in 1 to 2 days. This was on a Sunday, so I figured I would have my tracking number by Tuesday, and given that I upgraded to Express, I knew the items would be here by the following Friday or Monday, depending on Canada customs.
On Monday, I thought I had better write to confirm that the items were shipping Tuesday and I expressed how excited I was and how I needed them for a class, etc. It was a very positive email.
On Tuesday, I wrote again as I had not received a response.
Late Tuesday night I received 3 emails all stating that the items would be shipped on Tuesday.
By Friday I still did not have my tracking number so I emailed for it. I was told the item would ship that day.
By Monday, I was sweating, I knew now that without that tracking number, these items were not going to arrive on time. So I emailed a much more stern letter stating that I was going to open a Paypal dispute as I had been told several different shipping dates, the item was still not shipped and now I knew I was not going to get it. I requested a refund and that my order be cancelled.
Monday night, I still had no response, so I opened up a Paypal claim (by this point I had also read on the interent of others having problems with this company and now I was getting scared that I was not ever going to see my items).
Immediately after this my tracking number miraculously appearred. But, it did not work and the items were not sent Express. Once again I wrote stating that the tracking number did not work and that the items were not shipped correctly and I did not get a response.
Throught the rest of that week the tracking number never did work and I never did get a response from the company (I also need to add NONE of their 3 phone numbers worked either).
The following Monday I opened a BBB claim as now I was certain I was not going to get my items, the class that I needed them for was now over, and I was not getting any responses from the company. The Paypal dispute was also still open, but it takes so much time.
A couple of days later, I contacted Cricut directly with the information that one of their retailers was not delivering their merchandise as promised. I know this was taking it far, but I was pissed off and I was not getting any answers from the company.
Within minutes of CCing them the Cricut email, they responded and the excuses were hilarious - their phones are broken, their email system isn`t working right, USPS is not entering their tracking info right, Paypal is not sending them emails, etc, etc. Seriously, just be honest and say you did not ship it on time and now you have no idea where it is.
I wrote back a calm and very polite email stating I wanted my money back including shipping.
The next day the order came. So, I wrote again, stating the items had arrived. At this point however, I had already bought them elsewhere so I was requesting compensation of some sort for the doubles, for the fact they were not sent on time and for the fact the they were not shipped Express as I paid. I clearly wrote that I did not want a full refund, just my shipping and some compensation and that I was willing to work out something that would make us both happy.
I never heard back, and frankly forgot about it.
Well, the Paypal claim was still open, which I also had forgotten about, and this company must have realized that they were not going to win this claim because out of the blue - a full 2 weeks after my request for shipping refund, they write to me demanding I cancel the Paypal claim, return their items and they will refund me after they receive the return.
I very calmly wrote back to them stating that I had no problem with that agreement, but I was not returning the items until at least a partial refund was already given. I told them I had asked for this 2 weeks ago and no one bothered to respond, and now they were being demanding and rude about it. I also said that their word that I was going to get a refund after I sent the items back meant nothing to me. I already do not trust them and was not going to be in it for more money than I already was.
No response (I know you are shocked, right?)
So, here I am with a moral dillema. The paypal claim is still open, I could win it. But, I do have the product. I really do not want a full refund, but I do want at least the shipping back. This company is not willing to work with me, so what do I do?
Suggestions please....
Amy
(Sorry for the long post - but I need advice).
A few weeks ago I made an order from an online scrapbook store for some Cricut Cartridges (I will leave the store unnamed at this time, but some of you will know exactly who I am talking about as I get into this). I paid extra for Express International shipping with a tracking number as I needed the items 2 weeks after the order was placed. The items were listed as "in stock" and "ships in 1 to 2 days". So, I knew I had more than enough time to get the items. I paid via Paypal a total of $173.00 (which is still less than buying the cartridges here in the stores).
I received an email confirming my payment and that the items were in stock and shipping in 1 to 2 days. This was on a Sunday, so I figured I would have my tracking number by Tuesday, and given that I upgraded to Express, I knew the items would be here by the following Friday or Monday, depending on Canada customs.
On Monday, I thought I had better write to confirm that the items were shipping Tuesday and I expressed how excited I was and how I needed them for a class, etc. It was a very positive email.
On Tuesday, I wrote again as I had not received a response.
Late Tuesday night I received 3 emails all stating that the items would be shipped on Tuesday.
By Friday I still did not have my tracking number so I emailed for it. I was told the item would ship that day.
By Monday, I was sweating, I knew now that without that tracking number, these items were not going to arrive on time. So I emailed a much more stern letter stating that I was going to open a Paypal dispute as I had been told several different shipping dates, the item was still not shipped and now I knew I was not going to get it. I requested a refund and that my order be cancelled.
Monday night, I still had no response, so I opened up a Paypal claim (by this point I had also read on the interent of others having problems with this company and now I was getting scared that I was not ever going to see my items).
Immediately after this my tracking number miraculously appearred. But, it did not work and the items were not sent Express. Once again I wrote stating that the tracking number did not work and that the items were not shipped correctly and I did not get a response.
Throught the rest of that week the tracking number never did work and I never did get a response from the company (I also need to add NONE of their 3 phone numbers worked either).
The following Monday I opened a BBB claim as now I was certain I was not going to get my items, the class that I needed them for was now over, and I was not getting any responses from the company. The Paypal dispute was also still open, but it takes so much time.
A couple of days later, I contacted Cricut directly with the information that one of their retailers was not delivering their merchandise as promised. I know this was taking it far, but I was pissed off and I was not getting any answers from the company.
Within minutes of CCing them the Cricut email, they responded and the excuses were hilarious - their phones are broken, their email system isn`t working right, USPS is not entering their tracking info right, Paypal is not sending them emails, etc, etc. Seriously, just be honest and say you did not ship it on time and now you have no idea where it is.
I wrote back a calm and very polite email stating I wanted my money back including shipping.
The next day the order came. So, I wrote again, stating the items had arrived. At this point however, I had already bought them elsewhere so I was requesting compensation of some sort for the doubles, for the fact they were not sent on time and for the fact the they were not shipped Express as I paid. I clearly wrote that I did not want a full refund, just my shipping and some compensation and that I was willing to work out something that would make us both happy.
I never heard back, and frankly forgot about it.
Well, the Paypal claim was still open, which I also had forgotten about, and this company must have realized that they were not going to win this claim because out of the blue - a full 2 weeks after my request for shipping refund, they write to me demanding I cancel the Paypal claim, return their items and they will refund me after they receive the return.
I very calmly wrote back to them stating that I had no problem with that agreement, but I was not returning the items until at least a partial refund was already given. I told them I had asked for this 2 weeks ago and no one bothered to respond, and now they were being demanding and rude about it. I also said that their word that I was going to get a refund after I sent the items back meant nothing to me. I already do not trust them and was not going to be in it for more money than I already was.
No response (I know you are shocked, right?)
So, here I am with a moral dillema. The paypal claim is still open, I could win it. But, I do have the product. I really do not want a full refund, but I do want at least the shipping back. This company is not willing to work with me, so what do I do?
- Do I cancel the claim because I got the product?
- Do I see what Paypal does?
- If I win, do I give them back some of their money? Maybe shipping plus 25%?
Suggestions please....
Amy
(Sorry for the long post - but I need advice).
