Customer service: Am I out of line here?

**ruxCYtable** · 08-31-2010, 10:21 AM

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.

**Wesley** · 08-31-2010, 10:23 AM

Second day air may be no faster than ground shipping...just saying...er, what is the name of this wonderful retailer?

**mj4cy** · 08-31-2010, 10:23 AM

that is total ******** if it came late. You deserve every penny of the 12 dollars....actually you deserve a discount for that. You payed for a service based on time and they couldn't even get your product to you on time. If you have it in writing, you're golden. I'd just ask to speak to a superviser. If they refuse just ask them "Is this really how you operate your business?"

**GeronimusClone** · 08-31-2010, 10:26 AM

I had a cable company in the Des Moines area (won't name names so I'm not accused of bashing someone again) who told me they'd credit my bill for my trouble after a couple weeks of bad service. When I got the bill it was something like $1.50. Nice to know what the customer's time and inconvenience is worth to them.
The age of the internet has had it's toll on customer service, in my opinion.

**DaddyMac** · 08-31-2010, 10:26 AM

Did you get it on time?

**heitclone** · 08-31-2010, 10:29 AM

Originally Posted by GeronimusClone

I had a cable company in the Des Moines area (won't name names so I'm not accused of bashing someone again) who told me they'd credit my bill for my trouble after a couple weeks of bad service. When I got the bill it was something like $1.50. Nice to know what the customer's time and inconvenience is worth to them.
The age of the internet has had it's toll on customer service, in my opinion.

No kidding, I've been battling my ISP for abotu 2 months because I basically have a connection that drops every 5-10 minutes. My advice from the customore service rep was to log on their online site, rather than speak to the person I was already talking to at the time about my issue! Nevermind the fact that my internet wasn't working so that wasnt an option anyway.

**ruxCYtable** · 08-31-2010, 10:33 AM

Originally Posted by Wesley

Second day air may be no faster than ground shipping...just saying...er, what is the name of this wonderful retailer?

I agree that I may still get it on time since I found out after the fact the shipment is not coming from very far away. The point is, if they were going to ship it ground anyway I would not have paid $12 for 2nd day air to begin with!

I'm going to give them a chance to make it right before I smear their name!

**RyCy04** · 08-31-2010, 10:33 AM

I work for a 3PL so I deal with parcel and LTL carriers all of the time. I have no remorse giving them a piece of my mind on a daily basis.

**cyrocksmypants** · 08-31-2010, 10:35 AM

Depends on where they're located compared to you. If it gets there ground at the same amount of time it would second day air (most UPS ground is 2-3 days, unless shipping across the country) then they'll ship ground and pay less to ship. As long as you get it by the date it's said to get there, it's a non-issue.

**cyrocksmypants** · 08-31-2010, 10:42 AM

Originally Posted by ruxCYtable

I agree that I may still get it on time since I found out after the fact the shipment is not coming from very far away. The point is, if they were going to ship it ground anyway I would not have paid $12 for 2nd day air to begin with!

I'm going to give them a chance to make it right before I smear their name!

Why would they "make it right"? You're the fool that blatantly choose to pay for shipping without researching how long the free shipping would take. I'm sorry, but as long as the package arrives on time, they've done absolutely nothing wrong. Take your five dollars that they've offered you and be happy with it, because you shouldn't even be getting that.

**ruxCYtable** · 08-31-2010, 10:47 AM

Originally Posted by cyrocksmypants

Why would they "make it right"? You're the fool that blatantly choose to pay for shipping without researching how long the free shipping would take. I'm sorry, but as long as the package arrives on time, they've done absolutely nothing wrong. Take your five dollars that they've offered you and be happy with it, because you shouldn't even be getting that.

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.

**DaddyMac** · 08-31-2010, 10:49 AM

Originally Posted by cyrocksmypants

Depends on where they're located compared to you. If it gets there ground at the same amount of time it would second day air (most UPS ground is 2-3 days, unless shipping across the country) then they'll ship ground and pay less to ship. As long as you get it by the date it's said to get there, it's a non-issue.

All that is if they ship it immediately. Which in the end may very well be what he's paying for.

I think he has a reason in princple to be mad. I probably would too. But probably not much recourse.

File a complaint with the BBB. It's free, quick and I've had luck in the past.

**tazclone** · 08-31-2010, 10:53 AM

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.

Did it come on time?

If it did, you have no complaint.
If it didn't hen you have a complaint.

Really if you got it on time then they just gambled that it would get there int ime and they won. They probably know better and knew it would get there in time. You do not. The $12 you paid isn't for the type of delivery but to guarantee you get the item on time.
This is one of the advatnages in talking to a customer service rep. I do it all time.

**cyclonepower** · 08-31-2010, 10:56 AM

Originally Posted by ruxCYtable

I agree that I may still get it on time since I found out after the fact the shipment is not coming from very far away. The point is, if they were going to ship it ground anyway I would not have paid $12 for 2nd day air to begin with!

I'm going to give them a chance to make it right before I smear their name!

my guess is Eastbay

**tazclone** · 08-31-2010, 10:56 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.

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.