What to do when a supplier is in denial?

[arunce]

I have a problem with a supplier.

I made an order 30 days ago and after 20 mails with this supplier where I had some emails like this in reply: "I will send you" and "I had it sent" or "We had it sent but maybe its a problem in your country" ... I have nothing.

My order still in processing in their website and they failed to provide me a track number, unlike other orders, to prove their reply.

So, what should I do? What would you do?

 

[KEITH97M3]

There's this thing called "visa charge backs" or pick up the phone call your visa company, explain the problem. Try it, it works every time.

Aloha, Keith

 

[arunce]

In Portugal that option would have a cost that I'm not willing to support, for now.

 

[MrsJaaxx]

I'd say email and explain that since it has been 30 days, and there normally is a tracking number with this company but none this time, you'd just prefer to go ahead and have your money refunded. Let them know that if the order does show up mysteriously after that, you will either pay for it or refuse it so that it is shipped back. But if you've emailed 20 times, I imagine you've already tried this.

If they refuse to refund, maybe you could let them know that you really do not want to do a chargeback, but you will if you are forced to. (I know you don't want to do that, but maybe if you threaten to, it will push the vendor to go ahead and treat you the way they should.)

 

[arunce]

Yes, it have consumed me some time with all that mails. And I don't believe that it will show up on my door anytime soon.
And they failed to show me a track number. (in their site that order still in processing)

In one mail they talked about refunding me, but in a last one said that it was in discussion.

I spent a lot of money there in a sale with good prices, but now I start to think that they don't intend to honor my order as it was.

And I'm getting close of open a thread about this on their supplier forum space. Not good, but don't know what to do.

I'd say email and explain that since it has been 30 days, and there normally is a tracking number with this company but none this time, you'd just prefer to go ahead and have your money refunded. Let them know that if the order does show up mysteriously after that, you will either pay for it or refuse it so that it is shipped back. But if you've emailed 20 times, I imagine you've already tried this.

If they refuse to refund, maybe you could let them know that you really do not want to do a chargeback, but you will if you are forced to. (I know you don't want to do that, but maybe if you threaten to, it will push the vendor to go ahead and treat you the way they should.)

 

[Xanax]

Oh man, if it was me, I'd be taking a lot more action right now. I probably wouldn't be so calm about it but props to you for handling it calmy. I'd definitely ask for a refund and if they don't agree to that, then I'd tell them you plan to do the chargeback. Like a post before mine said, it might push them to refund you if you simply suggest that option.

 

[arunce]

Yeah.. but I'm used to wait from 5 to 10 days when it comes from USA, as I'm in Portugal/Europe. I guess that impatient is not a good option with distance.

It's a long wait but at least I can follow the Track Number from USA, into Customs Deposit here at Lisbon Airport and so forth... when I have one...
(and I'm paying 25 dollars for all that fancy options)

Oh man, if it was me, I'd be taking a lot more action right now. I probably wouldn't be so calm about it but props to you for handling it calmy. I'd definitely ask for a refund and if they don't agree to that, then I'd tell them you plan to do the chargeback. Like a post before mine said, it might push them to refund you if you simply suggest that option.

 

[markfm]

If they are an ECF supplier, I believe you can report the problem you're having to ECF staff, and they can sometimes help, if you seem to be getting a runaround.
I always try to work directly with the suppliers, have a fair amount of patience, but it sounds like you've been doing so.

 

[arunce]

Good option. How do I get their attention?
Will send a pm to some moderator...

If they are an ECF supplier, I believe you can report the problem you're having to ECF staff, and they can sometimes help, if you seem to be getting a runaround.
I always try to work directly with the suppliers, have a fair amount of patience, but it sounds like you've been doing so.

 

[MrsJaaxx]

.
(and I'm paying 25 dollars for all that fancy options)

At $25 shipping, you should have a tracking number! You PAID for a tracking number!
Sometimes things do get held up as far as the amount of time it takes to get a package from the USA to another country (even one as close as Canada) For instance, it may just sit there in customs for days and that is not the vendor's fault. I send our USPS Priority mail without tracking. ($6) I will allow about 3-4 weeks, and if the customer still has not received their order I will OFFER to either re-ship or refund. Sometimes they might say they'd like to wait another week and see, and it may show up, sometimes they want me to go ahead and re-ship or refund. You, as a customer should never have to "fight" to get some action taken.

 

[Elendil]

Arunce, please send me a PM with the specifics and i will advise if there is any assistace i can provide.

 

[kcinci]

Hey Elendil, just a shout out of thanks to you and the other moderators who seem to constantly be taking the pulse of threads like these and always jump in when you even think there might be something you can do to help. We appreciate your experience and advice and the effort you all go through to keep the threads in check without making us feel like big brother is always looking over our shoulder. Cheers!

 

[VPDownunder]

Name them, personally I'd like to know of troublesome companies so I can avoid using them.

 

[arunce]

Sending a PM. Thank you.

Arunce, please send me a PM with the specifics and i will advise if there is any assistace i can provide.

 

[Elendil]

PM received. I am closing out this thread for now, while I investigate the matter.

Thanks