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HelicopterMain Discussion › is this a poor customer service or am I expecting​too much?
03-16-2009 11:34 PM  8 years agoPost 1
rudyy

rrElite Veteran

E. Amherst, NY

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Dated back over a month ago, I purchased some parts from a renowned online shop in US (I will not disclose the shop's name). The same day the shop called me that part X is not available and offered to send me part Y at a cheaper price. I said ok, and asked them to refund me the difference. The shop did not refund me the difference, but instead put a credit on the shop. Their reason being that they could not perform the paypal partial refund for some reason. I said ok.

So parts have arrived 3 days later. I checked part Y they sent me and I did not like it. So, I called them saying that I was going to return part Y and would like to wait for part X that I originally ordered. I told the shop that I would not mind waiting for another week. So, I sent part Y back to them.

I kept contacting them once a week to check the status of part X, and they said it was still in back order. So after a month of waiting, I finally told them that I could not wait anymore as I could get the same part X from another online shop. So, I offered them two options:

(1) provide me the full refund of part X
(2) ask the shop to internally deal with the other shop that has part X and have them sent directly to me so that I can save the postage.

So, they took option (1) and refunded me the money, which I am ok with it. Yet, they sent me a new paypal transaction and I had to absorb the paypal fee. This is really something that I never expect. Even though it is a small amount, I think it is not good from the customer point of view and I have not even accounted for the returned shipment that I paid for and over one month of waiting for nothing.

Do you think I am a too picky customer?

Rudy

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03-17-2009 12:39 AM  8 years agoPost 2
TachyonDriver

rrKey Veteran

Chipping, Lancs, UK

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Yeah, good old paypal fees. The seller takes a hit when you send them the amount...and vice versa.

No, you're not being picky IMHO.

Incidentally, if you had paid by cheque, using snail mail, then I suspect that, apart from the process taking longer (the shop puts a refund cheque in the post perhaps) there's no fees. At least there's no fees between private individuals:-

I bought a double decker bus for my OO gauge railroad layout via ebay using paypal. The bus was not quite intact when it arrived, seller agreed to refund some money (£10 IIRC) and offered me the option of him sending a cheque or using paypal. I chose to take the hit of a paypal fee for convenience. £9.68 remained in my paypal account which I used against a later purchase - nothing went out of my bank so nothing showed on the statement, so my wife only noticed one ebay puchase - everyone's happy even though I was £0.32 down.

Tach.

Little Spinning Bundle of Joy® DON'T DISS THE DINO!!

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03-17-2009 12:42 AM  8 years agoPost 3
bkervaski

rrElite Veteran

Birmingham, AL, USA

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You asked for opinions so here's mine: I think you should be responsible for any paypal fees just like you would be responsible for any fees/finance charges on your credit card. The shop has nothing to do with your relationship with paypal and should have to take a hit beyond 100% of the money they received for the transaction. Your asking them to take a 103% hit (assuming 3% paypal fees). I *think* that if you refund a transaction on paypal they also refund the fees but it has to be done in a certain timeframe.

What I do in these situations is simply get a full refund immediately if the part isn't available to ship now.

Some interesting things you may want to know about paypal: http://www.paypalsucks.com/

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03-17-2009 12:53 AM  8 years agoPost 4
Dood

rrProfessor

Wescanson

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refunded me the money, which I am ok with it. Yet, they sent me a new paypal transaction and I had to absorb the paypal fee.
The shop was wrong, here.

If they had sent you a proper refund through paypal, all fees would have been refunded (by paypal)and you would have 100% of your money.

It would be as if the transaction never took place. Neither party takes the hit.

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03-17-2009 01:10 AM  8 years agoPost 5
rudyy

rrElite Veteran

E. Amherst, NY

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I think in terms of the customer's courtesy or gaining customer's loyalty, they should take the 3% hit instead of letting the customer take the hit... also considering the fact that the customer has been waiting for the order for over a month.

Rudy

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03-17-2009 01:16 AM  8 years agoPost 6
Dood

rrProfessor

Wescanson

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they should take the 3% hit instead of letting the customer take the hit.
There is no fee!

Not when they do it right. Nobody is out anything, neither you or them.
The original fee gets refunded and you get 100% of your money back.

Does this make sense?

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03-17-2009 01:16 AM  8 years agoPost 7
what_the_helli

rrKey Veteran

cookeville, tn USA

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The shop was wrong, here.

If they had sent you a proper refund through paypal, all fees would have been refunded (by paypal)and you would have 100% of your money.

It would be as if the transaction never took place. Neither party takes the hit.
BINGO!!!

I put the fun in dysFUNctional :)
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03-17-2009 01:17 AM  8 years agoPost 8
rudyy

rrElite Veteran

E. Amherst, NY

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The shop did not refund me the difference, but instead put a credit on the shop. Their reason being that they could not perform the paypal partial refund for some reason. I said ok.
You are right.. but they have said at the beginning that they could not perform a partial paypal refund for some reason .. and they gave me a credit to the store instead, that I do not like. Anyway, it is very weird that the partial refund did not work.

Rudy

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03-17-2009 01:17 AM  8 years agoPost 9
baddynergy

rrElite Veteran

sierra madre, ca-​usa

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I think in terms of the customer's courtesy, they should take the 3% hit instead of letting the customer take the hit.
I think they are in the right. They didn't have part X n stock. They offered up part Y, you accepted. Then you decided not to use because you didnt like it, no problem. Now, most shops charge a 15-25% restocking fee, which it looks like you are not being charged. If it was a faulty part that would be a totally different scenario. I would eat the pay pal fees and never start a thread like this..
Just my overtaxed 2cents worth...

**Unattended children will be givin a shot of espresso and a puppy**

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03-17-2009 01:44 AM  8 years agoPost 10
LaurenceGough

rrElite Veteran

Reading, UK

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I've had this happen when I ordered a part and then they didn't have it in stock. Paypal refund then I had to eat the fees (and they got it slightly wrong on top ha!).

Was only a small shop anyway and they've been very good, gave me 5% off my next order which I kinda wasted on something little but oh well .

www.laurencegough.com
Sponsors:
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03-17-2009 01:51 AM  8 years agoPost 11
nickt919

rrVeteran

New Orleans,​Louisiana

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This is why I like the shops that have web pages showing the status of a part, in stock or out of stock, before you order it.

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03-17-2009 01:59 AM  8 years agoPost 12
rudyy

rrElite Veteran

E. Amherst, NY

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The shop online page actually does have the in stock/out of stock status for each item. When I ordered it, it was still showing as in stock. Apparently, the status did not actually reflect the real inventory.

Rudy

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03-17-2009 02:52 AM  8 years agoPost 13
classic

rrElite Veteran

All over the place!

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Just my opinion, but I think your expecting too much.

Your forgetting the fact they sent you part Y at their expense, then you opened it, or looked at it then decided you didn't want it anymore, then you sent it back and they gave you FULL credit for it??

I think they went way above and beyond dude. eat the 3% and be happy they took back the part you decieded you didn't want anymore.

I know it wasn't the part you origanialy wanted, but your the one who asked for part Y instead. That makes that mistake your fault and they had to eat that.
The same day the shop called me that part X is not available and offered to send me part Y at a cheaper price. I said ok, and asked them to refund me the difference. The shop did not refund me the difference, but instead put a credit on the shop. Their reason being that they could not perform the paypal partial refund for some reason. I said ok.
Opps, did I read this wrong or did the story change?
I thought you requested part Y?
If they sugested it, then I understand why they took it back.

Another thing,
Did you ask them for the 3% back or did you come here first to post about your experiance with them? If you did ask them, what was their response? And how much was the 3% you lost so far?

Which is worse, ignorance or apathy? I don't know and I don't care!

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03-17-2009 03:06 AM  8 years agoPost 14
rudyy

rrElite Veteran

E. Amherst, NY

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CJames,

The story was not changed. They suggested me to take part Y instead which was cheaper and they had it in stock. In fact, I did give them a call a short while after I hung up the phone with them, telling them that I would still like to stick with part X, but they said it was too late and they had shipped the package out. Also, it was a free shipping bundle (I bought $170 worth of parts). Even without the part X, I was still eligible for the free shipping.

I ate the fee and did not ask for the 3% paypal fee back. I just want to come here and post my experience.

Rudy

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03-17-2009 03:48 AM  8 years agoPost 15
classic

rrElite Veteran

All over the place!

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Oh. Well then, if it bothers ya, I would recommend you call them and let them know, they may offer you five bucks or a percentage off on your next order to compensate ya for the fees.
I am sure it is frusterating to them also when their suppliers promise them parts within a week or two and then don't deliver, it makes them look bad to the hobbiest when they can't deliver when promised...

Hope you find peace with it whatever happens.

Which is worse, ignorance or apathy? I don't know and I don't care!

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03-17-2009 04:52 AM  8 years agoPost 16
cudaboy_71

rrElite Veteran

sacramento, ca, u.s.

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the part that screws up the whole system is their 'for some reason', which is not disclosed here.

We have occasion to offer partial refunds. It is never a problem. Often it is the same issue you stated: Having a brick and mortar store AND an online store pulling from the same inventory, we occasionally sell the last of an item in the store, and it sells online before it can be taken out of the system.

We offer our apologies and usually one of 4 options: offer a full refund/cancellation of order; refund just the out-of-stock item; offer a replacement item and refund the difference; backorder the item and ship when it comes in. it takes all of 30 extra seconds to make a partial refund.

I'd be curious what this shop's real reasoning is behind the excuse.

if it ain't broke, break it.

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03-17-2009 05:25 AM  8 years agoPost 17
what_the_helli

rrKey Veteran

cookeville, tn USA

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(I bought $170 worth of parts). Even without the part X, I was still eligible for the free shipping.
my guess is free shipping on $100, seems to be the norm anyway.
so we are talking about 3% of $70 or less?
if so by my math that is 2 dollars and 10 cents or less....
(sure you could tack in your shipping, but they had to ship also so that is really a wash)

ever given someone at the field a glow plug?
ever have someone give you one?
I wouldn't even worry about it....

I put the fun in dysFUNctional :)
Team KBDD & Funding by TnPrintMasters.com

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03-17-2009 01:15 PM  8 years agoPost 18
Avropilot

rrVeteran

Murfreesboro,​Tennessee

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Our local hobby shop charges a 15% restocking fee on returned items.

Waiting for parts

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03-17-2009 01:25 PM  8 years agoPost 19
Mutt

rrKey Veteran

M ca usa

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You are expecting to much. As said before most places charge a restocking fee and it is a lot more then that 3%.

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03-17-2009 01:26 PM  8 years agoPost 20
hootowl

rrProfessor

Garnet Valley, Pa.

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I've been refunded through Paypal a few times and did not incur any fees. I've even been refunded overages for shipping before without being charged a fee.

Wolves don't lose sleep over the opinions of sheep

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HelicopterMain Discussion › is this a poor customer service or am I expecting​too much?
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