Open email to Totally Wicked UK

[Yankee802]

I STILL have not received my order that was placed on 3/26/09. If it has been shipped, it must be stuck in customs or lost. I understand that this is not your fault, but it certainly isn’t mine either, and I will not lose £63.13 ($96.55)!

Had TW US had the items that I wanted (and ordered from you) in stock, I’d have them by now. The lazer/light adapters where not even on the TW US site, so it must be a new product for them.

So, I’d appreciate either a refund, OR (and preferably) a duplicate order sent out from TW US. I can understand your position and reluctance at doing either, but consider this: IF you don’t get the package back from customs, or it’s lost, you lose maybe $30 in your cost, and a customer, and the ability to use PayPal (because I’ll go to them to get a refund if you don’t do one or the other). On the other hand, if you re-issue the order from TW US, you gain a happy customer that can then go back to the forums and let everyone know how you guys were willing to work with me and how much you DO care about your customers.

 

[Quick1]

What??? I don't even like TW but... you placed an order from some place overseas, 9 days ago and you're demanding a refund already? Do they have some sort of delivery time guarantee?

 

[Yankee802]

I have received a number of orders in the past from overseas, all around 7-10 days. I'll give it another week, but I would surely like a reply from TW. I've emailed them numereous times, nothing.

 

[Dredbull]

14 days on the nose here..

 

[AJMoore]

Yeah, I think you're a little too fast. I mail back and forth to the UK all the time. Sometimes it arrives in days, sometimes 2 weeks.

 

[Yankee802]

Ok, I appreciate the input, I'll (sigh) wait another week and see what happens. I know I can be impatient, but it just seems like it should have been here long ago.

It still does NOT excuse TW's lack of concern or lack of customer service!

 

[AJMoore]

Yeah, you've got a good point there.

 

[Dredbull]

The brutal flaming, bashing and deleting of neg comments by the owner a few months back in response to a few people...well left me never wanting or willing to ever spend money with them.

 

[wenchy69]

i think you're gonna end up with egg on your face and feel like a real turkey. you've bashed them big time, not to mention you threatened them, and it's not even been 2 weeks yet.
talk about impatient!

 

[Jules22871]

I have been on ECF for a year now. I won't buy anything from TW. But, when you order from overseas there are a lot of variables in the time frame to get your merchandise. It can take up to a month even if you use the EMS or expensive shipping methods. You should always be ready for a wait when dealing with an overseas business.

 

[debook]

Yet another unhappy TW customer....9 days is hardly time to get too upset for overseas shipping, but the deafening silence from TW customer service claims another.

 

[voltaire]

Regardless of everything, the Paypal threat is crossing the line, IMO.

 

[Quick1]

You have to know there are suppliers that loose huge supply orders in customs and they take the hit. Lots of money lost. So as a Customer you take that same risk.

you know better when it comes to ordering something customs may seize and then try to place the blame on the seller.

What!?!? THEY are selling to the US. They ship to the US. It's THERE problem to deliver their product. If they can't deliver it then they shouldn't be selling to US addresses. That's their cost of business. As a customer I don't take any risk at all. I pay my money and the transaction isn't completed until they deliver the (working) product to my door.

I suppose that would be fine if they had large red print saying something to the effect of "If your shipment gets seized in customs it's entirely your loss. We will not refund and we will not re-ship".

(p.s. I'd love to sell you anything. Just name what you want and name your price....)

 

[keveck]

It's THERE problem to deliver their product. If they can't deliver it then they shouldn't be selling to US addresses. That's their cost of business. As a customer I don't take any risk at all. I pay my money and the transaction isn't completed until they deliver the (working) product to my door.

I'm not sticking up for them (or you) in any way, but think about this for a second. They do not deliver the product. They just ship it. A lot of things can go wrong from point A to point B that they have no control over.

 

[MiloB]

I order from Trog in the UK and expect it to take anywhere from 7 business days to 2 weeks. Usually it is on the 6th or 7th business day that I receive my package. I think I ordered from TW in UK once and they got it to me in less than 2 weeks.

China is usually longer (deal extreme - 17 business days), but Eastmall has surprised me in less than a week.

You have a point with the SILENCE to your e-mails but jumping the gun on the refund demand. From the UK, unless you overnight it in 2 days, expect at least 7-10 business days. You also happened to have ordered during the Easter, Passover holiday so you are dealing with Holiday Post/Shipping delays in 2 countries. If you didn't see that coming the same patience required in ordering from overseas during the holiday could have been applied to patience in placing your order with TW USA waiting till they get what you want back in stock.

I don't order from TW UK, sometimes TW USA for Tornado batts, so not sticking up for them. Just need to chill a bit on the knee jerk "I've been wronged" attitude.

My 2 cents.

 

[Quick1]

I'm not sticking up for them (or you) in any way, but think about this for a second. They do not deliver the product. They just ship it. A lot of things can go wrong from point A to point B that they have no control over.

Wrong. They charge you for a product delivered to you. That's part of their business. Delivery is part of what they're selling. If it wasn't they'd have a store front and it would be pick up only. You don't get a receipt from UPS, you get a receipt from TW. Sure there are a lot of things that can go wrong from point A to point B. That's their risk and part of their cost of doing business. I'm not sharing in the profits and I'm not going to share the risk. How about if they have a fire like Battery Junction did and tell you "sorry, but your order got burned up"?

 

[NatureBoy]

Where did the OP threaten their livelihood.. I thought they were just saying they'd file a complaint to get their money back. You know, file a claim? Same thing you do when a transaction goes bad on eBay or from some other online vendor.

I agree though, 9 days isn't quite long enough. But where's their tracking number? Or any communication at all from TW for that matter?

 

[wenchy69]

What!?!? THEY are selling to the US. They ship to the US. It's THERE problem to deliver their product. If they can't deliver it then they shouldn't be selling to US addresses. That's their cost of business. As a customer I don't take any risk at all. I pay my money and the transaction isn't completed until they deliver the (working) product to my door.

I suppose that would be fine if they had large red print saying something to the effect of "If your shipment gets seized in customs it's entirely your loss. We will not refund and we will not re-ship".

(p.s. I'd love to sell you anything. Just name what you want and name your price....)

i can't believe what i'm reading here!!! since when is it the problem of the supplier if things go astray during transit???? they do not deliver the products to your door themselves.... this is what you pay shipping for. once the product leaves their company, it's out of their hands. this is a risk that you as a buyer take each and every time you place an order online. especially when customs is involved. if you are not prepared to take this risk, DON'T order online!!!
i'm not surprised you have not heard back from them, if that is the manner in which you choose to speak! if i were TW, i would completely ignore you also and refuse to take any further orders from you.
how utterly rude!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

 

[NatureBoy]

op said get there paypal account closed.

"IF you don’t get the package back from customs, or it’s lost, you lose maybe $30 in your cost, and a customer, and the ability to use PayPal"

Either way im not trying to get into a war about who is right and who is wrong but everyone needs to calm down and yes also there needs to be better communication.

and thats a good question about the tracking number.

ah,... guess i missed that part.

 

[candre23]

There are plenty of people with legitimate gripes against TW on these forums, but you aren't one of them. Not yet, anyway. No overseas shipper has any control over US customs. Sometimes a package will fly through in a day, sometimes it will sit in customs for a couple weeks. With the new FDA injunction, it might not get through at all. That's the risk you take when buying from overseas.

True, TW's customer support could handle the situation better, but that's no reason to go off on a tirade.