Updated: Company sent me the wrong product and won't pay for return shipping!

[DaviDaVinci]

I got a stringing machine and it was different from the one on their website. I called them up and they said that the one I got was the "upgraded model" It was obvioulsy inferior and wasn't What I had spent $600 on. $50 was for shipping.
Anyhow, I e-mailed them and they gave me an RMA#.
Now I'm wondering how I'm going to send it back without paying for shipping.
Can you RETURN TO SENDER on UPS Ground Packages?

I have a feeling the company might try to avoid re-imbursing me for the shipping back and maybe even the original $50 shipping charge. What can I do about this?

Btw, when I wrote them they said that the model I wanted is no longer available. I saved their website in case he decides to change it. I doubt he's going to change it since no one would purchase this inferior product.

 

[DeMeo]

you can't return to sender if you already accepted (and obviously opened) the pacakage. Return to sender is when you refuse to accept a package. UPS was paid to deliver and they did their job.

It sounds like these guys expect you to pay the fee to retun the product. I'd call them and hassle them to make arrangements to pay UPS (or whoever you use) to return the package. If they refuse, contact you credit card card company (if you used one) and explain that they did not deleiver what you ordered and stop payment on it. If they delivered something other than what you ordered, then they should be responsible to pick up the item and you should not have to pay anything.

A couple of years ago, I had ordered something off of the internet and it was not really what I expected. I called them and complained and they refused to take it back. I threatened to contact my Credit Card company and stop payment and also threatened to contact the attorney general's office (for false advertising). Eventually they agreed to take it back, they gave me RMA# and made arrangements with fedex to pick it up.

 

[DaviDaVinci]

Obviously I didn't know it was the wrong product until I opened it. I wrote thme saying I want to return the machine and if I need an RMA#. He replied "Dear Sir:

Thanks for your e-mail.

The RMA # is VC031401.

If you need any further information, please do not hesitate to
contact us.

Sincerely,

Victor
Maxline"

No mention of how to ship it back or if they'll refund my shipping. I'm goign to write back regarding shipping. How should I properly ask them regarding shipping without sounding rude? I want to take care of this professionally and not have to resort to threats and such.

 

[RossMAN]

You cannot do a "return to sender" if the package has already been opened.

Some companies will offer a free shipping label if you ask for it, I'd try that route.

 

[DaviDaVinci]

I wrote them to arrange a pick up. They wrote back "No, you have to pay for the return shipping cost."

WTF!!!!!!!?!?!?!?!?!?

What should I do?

 

[Ameesh]

Originally posted by: DaviDaVinci
I wrote them to arrange a pick up. They wrote back "No, you have to pay for the return shipping cost."

WTF!!!!!!!?!?!?!?!?!?

What should I do?

call them and ask them what the procedure is for getting your money back for shipping especially when the mistake was there. stop dicking around on email and call the guy

 

[cjchaps]

Did you pay with a credit card? If so, call them up and let them deal with it. Tell the credit card company that you paid for a specific item, and that the item they sent you was different. Then tell them they want you to pay for their mistakes.

 

[lancestorm]

CALL THEM ON THE PHONE. Explain the situation. Then if they still say you have to pay return shipping, then get mad on the phone and ask them why you should pay for their own negligence and failure to give you the option to accept an inferior product. Tell them without a prepaid RMA then you are going to stop payment on the credit card and they are out $600.

 

[Jzero]

That's bunk. Remind them that the FTC Mail Order Code prohibits substitutions without the customer's consent...even for a "better" product.

Actual rule

[From "Business Guide" above:]
Substitutions
Q: If a customer orders an item which is backordered, can we substitute an item of similar or better quality without the customer?s consent?

A: For backorders, the Rule provides only two ways of responding to a properly completed order for mail or telephone order merchandise: obtain the customer?s agreement to delayed shipment or provide a full and prompt refund. Unless the customer expressly agrees to the substitution beforehand, you do not have the option of substituting merchandise that is materially different from your advertised merchandise. The term "materially different" means that the merchandise differs in some manner that is likely to affect the customer?s choice of, or conduct regarding, the merchandise. Any product feature would be deemed material if it is expressly mentioned or depicted in advertising. Differences in design, style, color, fabric, or promoted end use also would be deemed material.

 

[RossMAN]

Call them on the phone and request to speak with an actual manager.

Explain your situation in a calm professional manner explaining it is THEIR ERROR and you expect them to make it right.

 

[KC5AV]

You didn't order it. Call your CC company and dispute the charges. Tell the company that sent you the wrong item that if they want it back, they better issue a UPS call tag.

 

[Mayfriday0529]

If we had shipped you the wrong thing, we would probably call tag UPS to pick it up and ship you a new one.


by the way, we hate when people copy and paste emails online with tech support names... thats not cool

 

[opticalmace]

Originally posted by: KC5AV
You didn't order it. Call your CC company and dispute the charges. Tell the company that sent you the wrong item that if they want it back, they better issue a UPS call tag.

Do this.

and bitch bitch bitch! you shouldn't be stuck with shipping charges because they screwed up.

 

[DaviDaVinci]

Originally posted by: Jnetty99
If we had shipped you the wrong thing, we would probably call tag UPS to pick it up and ship you a new one.


by the way, we hate when people copy and paste emails online with tech support names... thats not cool

Apparently Victor owns the place. Nothing wrong with posting a d!ck owners name when he's screwing people over.

I called the CC and they said dispute can take 90 days and want me to try to resolve it with Maxline. I'm going to call Maxline first thing in the morning and see what they have to say.

If I decide to dispute, what the hell do I do with the machine in the mean time? I printed the website and also saved it just in case he tries to change things on me. Funny thing is that i know he won't because his competitors are selling a similar machine for a little bit more money and that's probably why he kept his fake pictures on his site to make people think they're getting the same thing for cheaper.

And the reason I was using e-mail was to have written records of what he's telling me. I ought to record my conversation tomorrow when I call him. Texas is a one party state so no legal problems here regarding phone conversation recordings.

Gosh this pisses me off. I should have done some extensive research on this company before hand.

Thanks for the advices guys.

 

[DaviDaVinci]

Also how long do I have to stop payment? I don't know If I would have to make the payment to my CC company while the dispute is going on or not?

They machine was charged to my CC on the 4th of this month, and I recieved the machine a week later. I called them the same day I recieved it and he said that the parts were upgraded. After closer inspection, I realized it was BS and then I wrote him the next day. This is a pain in the A$$.

 

[wbresson]

your credit card company will advice you to keep the item until the dispute is resolved, but ask them, not some internet strangers (duh)

 

[rahvin]

Your CC wants you to resolve it because it saves them having to eat the chargeback. Call your credit card company, ask them where you need to mail your dispute. Write a letter explaining that the charge is not approved, that you were shipped a different prodcut than you ordered. Chances are you will have to eat the shipping back but take comfort that the dispute letter will cost the merchant $25.

Your best bet is to ship it back, and dispute the whole charge including the original shipping. The ship back charge is something you really can't avoid on mail order/internet purchases because your dispute won't be valid with the credit card company until the product is returned.

Oh BTW the CC company has to credit you back the balance upon reciept of the dispute until they decide if you are liable.

 

[ed1564]

Should of done some research on the company:


http://tt.tennis-warehouse.com/archive/index.php/t-18287.html

http://www.stringforum.net/mforum.php?s...gnas_flex740&model=Eagnas%20Flex%20740

 

[Sundog]

Originally posted by: ed1564
Should of done some research on the company:


http://tt.tennis-warehouse.com/archive/index.php/t-18287.html

http://www.stringforum.net/mforum.php?s...gnas_flex740&model=Eagnas%20Flex%20740

Nice find.

 

[DaviDaVinci]

http://eagnas.com/bad.html

"If you have the other brands' machines, your suppliers have the obligation to provide you with parts and service. If your suppliers fail to perform the duty and to service you. You shall be after your suppliers, not Maxline. Maxline has no relationship with you and your suppliers. Maxline has no interest and no intention to be your parts supplier. Maxline only has the obligation to service and provide parts for all the machines sold by Maxline."

"The BBB and S.Sierra shall demand this supplier (seller) to send a new machine to S.Sierra to compensate for S.Sierra?s problem."
How funny.

 

[halik]

heh i'd give em one more call and make them ware you will dispute the charges. What a bulsh!t service that is.

 

[Hammer]

no, contrary to what other posters said, the first thing the CC company will do is asked you to ship it back. then they will work with the company to get your shipping credited back. if that fails, they will probably eat the cost and give you the shipping. at least that's what amex or a decent card would do.

 

[KK]

Originally posted by: rahvin
Your CC wants you to resolve it because it saves them having to eat the chargeback. Call your credit card company, ask them where you need to mail your dispute. Write a letter explaining that the charge is not approved, that you were shipped a different prodcut than you ordered. Chances are you will have to eat the shipping back but take comfort that the dispute letter will cost the merchant $25.

Your best bet is to ship it back, and dispute the whole charge including the original shipping. The ship back charge is something you really can't avoid on mail order/internet purchases because your dispute won't be valid with the credit card company until the product is returned.

Oh BTW the CC company has to credit you back the balance upon reciept of the dispute until they decide if you are liable.

The credit card company won't eat the charges, the merchant will.

Just do what you were going to do, contact the merchant tell them you are disputing the charge, keeping the merchandise until they pay for it to be shipped back.

 

[DaviDaVinci]

Is he an idiot or something? He keeps repeating "it's an upgrade" I told him it's a DIFFERENT table, you didn't tell me it was going to be a different machine. He then tells me "i don't have to, we change specs all the time"

He said he will not refund shipping charges and said go ahead and file a dispute.

I tried explaining to him calmly for 5 minutes, and he just kept interrupting me with "it's an upgrade" and "don't argue"

Now i'm REALLY fvking pi$$ed off.

To top it off, I will have to eat the shipping back to them because the CC can't start a dispute until the merchant has the item.

WTF!

I think I'm going to try to contact the FTC and BBB and see if they can help.

 

[BDawg]

Don't forget to send a complaint to the BBB.