Customer service: Am I out of line here?

**CYphyllis** · 08-31-2010, 10:58 AM

You paid for your order to be processed and delivered in two days, all that matters is that it shows up in two days, who cares by what means.

**GeronimusClone** · 08-31-2010, 10:59 AM

Originally Posted by tazclone

I disagree. The service you paid for was to get the product to you in 2 days. If it gets there in two days then you got the service you paid for and you have no gripe.

You are paying for the 2 day guarantee not the type of delivery.

If he paid for 2nd day AIR and they shipped it GROUND, you have a case in principle. Regardless of when it got there, you paid for one over the other.

**DaddyMac** · 08-31-2010, 11:00 AM

Originally Posted by tazclone

I disagree. The service you paid for was to get the product to you in 2 days. If it gets there in two days then you got the service you paid for and you have no gripe.

You are paying for the 2 day guarantee not the type of delivery.

Well, if it says "2 Day Air" then he did pay for "2 Day Air", not "2 Day Delivery". But he's not likely to win.

Personally - take the $5 bucks.

**cyrocksmypants** · 08-31-2010, 11:01 AM

Originally Posted by ruxCYtable

Dude, are you serious? I PAID for a service I DID NOT receive. Since when is STEALING doing "absolutely nothing wrong"? They charged me for something they did NOT provide! Whether I receive the package on time is irrelevant! I have a hard time believing you would not be ****** if it happened to you. Nice namecalling, by the way.

The only thing you paid for was a guarantee that it woud arrive by a certain date. It was a price that you, the customer, opted to pay to make sure that you receive it by that date. If you receive it by that date, they did they're job. You're fighting a losing battle, man. Take your 5 bucks and cut your losses.

**Cyclones_R_GR8** · 08-31-2010, 11:02 AM

Originally Posted by ruxCYtable

Dude, are you serious? I PAID for a service I DID NOT receive. Since when is STEALING doing "absolutely nothing wrong"? They charged me for something they did NOT provide! Whether I receive the package on time is irrelevant! I have a hard time believing you would not be ****** if it happened to you. Nice namecalling, by the way.

While no expert, I would think paying for 2nd day air is to ensure that the product gets to the proper distribution center in a timely manner so they can get it on the truck to get it to you by the proper day. If the product was already in stock at the appropriate distribution center there is no need to fly it in.

**ruxCYtable** · 08-31-2010, 11:05 AM

Originally Posted by tazclone

I disagree. The service you paid for was to get the product to you in 2 days. If it gets there in two days then you got the service you paid for and you have no gripe.

You are paying for the 2 day guarantee not the type of delivery.

I have no gripe? I was CHARGED for something that was advertised to be FREE.

And to your second point, I was NOT paying for two day delivery. I specifically selected "UPS 2nd Day Air". That sounds like a "type of delivery" to me. If I had simply selected "2 day guarantee" I would not care how they got it here as long as it was on time.

**drmwevr08** · 08-31-2010, 11:10 AM

I think most of you are completely wrong. When you select shipping you are not picking an arrival date as much as you are a method that you hope will correlate with an arrival date. You select 2 day air becuase in theory this 'guarantees' a quicker arrival. This is not a game that the shipper gets to play trying to get cheaper methods to you in the same time in order to save them some money. He did, in fact, not pick 'anything that gets it here in two days' he selected '2nd day air'. He should absolutely recieve a complete refund of the $12. To defend otherwise is silly.

**MrGreg** · 08-31-2010, 11:31 AM

Originally Posted by drmwevr08

I think most of you are completely wrong. When you select shipping you are not picking an arrival date as much as you are a method that you hope will correlate with an arrival date. You select 2 day air becuase in theory this 'guarantees' a quicker arrival. This is not a game that the shipper gets to play trying to get cheaper methods to you in the same time in order to save them some money. He did, in fact, not pick 'anything that gets it here in two days' he selected '2nd day air'. He should absolutely recieve a complete refund of the $12. To defend otherwise is silly.

I agree, this seems pretty simple. If you pay $12 for "2nd day air", it sure as heck better be "2nd day air". I'm not sure how the company would defend their decision and not offer a full refund on the shipping.

**ISUCLONES15** · 08-31-2010, 12:22 PM

Originally Posted by drmwevr08

I think most of you are completely wrong. When you select shipping you are not picking an arrival date as much as you are a method that you hope will correlate with an arrival date. You select 2 day air becuase in theory this 'guarantees' a quicker arrival. This is not a game that the shipper gets to play trying to get cheaper methods to you in the same time in order to save them some money. He did, in fact, not pick 'anything that gets it here in two days' he selected '2nd day air'. He should absolutely recieve a complete refund of the $12. To defend otherwise is silly.

I compltely agree with this.

**Cybyassociation** · 08-31-2010, 12:25 PM

Well if the distribution center is in Des Moines for example, they have no reason to fly it up to Cedar Rapids. That would just be dumb. They should probably have it more specific so Two day delivery instead of Two day Air.

**BKLYNCyclone** · 08-31-2010, 12:35 PM

Originally Posted by Cybyassociation

Well if the distribution center is in Des Moines for example, they have no reason to fly it up to Cedar Rapids. That would just be dumb. They should probably have it more specific so Two day delivery instead of Two day Air.

This. Depending on where you live, the airport in the warehouse city may be as close or closer than the airport that it would be flown into for delivery. IMO, if it arrives in 2 days, there is no complaint.

Furthermore, there are probably multiple warehouses, and some products might be available at different ones. The company probably just got lucky and shipped it from the closest warehouse.

Finally, relax and consider it a $12 investment for knowledge. Next time you order, ship ground for free and know that your package will likely be there in 2 or 3 days. I do this with Newegg all the time as the warehouse is just across the river in NJ. Ground delivery is typically next day delivery in Manhattan from Newegg.

**tazclone** · 08-31-2010, 12:37 PM

Originally Posted by ruxCYtable

I placed an order with a well-known online sporting goods retailer. Ground shipping was offered free, but I felt I was getting a pretty good deal and needed it by Wednesday, so I sprung for an extra $12 to get it shipped 2nd day air (which basically made the total cost the same as other retailers had the same product). So what did they do? They charged me the $12, and shipped it ground anyway.

I emailed their customer service department and said look, I paid for 2nd day air, but you shipped it ground, which was supposed to be free. I think I should get my $12 back. They said no, but we'll give you $5! WTF??? How in the world is that fair? I said either give me the full $12 or I'll just refuse the shipment when it comes. No response yet.

The $5 is fair because they have to pay admin to handle your complaint and process the $5

**tube1** · 08-31-2010, 12:40 PM

Lawyer up.

**jtdoyle1** · 08-31-2010, 12:41 PM

Originally Posted by tazclone

The $5 is fair because they have to pay admin to handle your complaint and process the $5

Plus they have to pay the shipping costs to get the $5 there on time.

**dmclone** · 08-31-2010, 12:42 PM

You paid for one service and got the free service instead. Regardless when you received the product they sold you something that you did not get. You deserve a free refund. This would be different if it just said 2nd day delivery. By saying "2nd day air" they are promising a certain product.

I think you need to give the name of the place that did this because it sounds like the kind of thing a company could do to save money.