Worst customer experience ever! How should I proceed?

[Freaknugget]

OK so I'm not gonna name anyone here. I am dealing with a Canadian supplier with good reviews in general so I'm saddened things have gotten to this point.

First off I *only* order from Canadian suppliers. I want my money to go to a Canadian company and I'm willing to pay a small % more to keep my $ in Canada for the most part. I don't have much $, with a 21 month old and a one income household cash is tight but I will pay for good items from a reputable vendor without complaint.

Long story short I got some dud equipment, I have been trying to rectify this for over a month with the supplier and have remained courteous up to this point.

When I send them an email I have to send a follow up email 3-5 days later before they even RESPOND to the initial message. After over 3 weeks of back, forth, forth again and finally getting half a response then doing it over and over again they agreed to have me send the defective items back at my expense (I understand that I have to pay return shipping). I naturally had to send an email asking WHERE to send it to and 4 days later I got a response. I shipped the items to them xpresspost, sent them an email saying so and that I wanted to know when they got them. 3 days after they received them I got an email saying they just got them and would test them right away.

THAT was a week ago. I just sent the customary reminder email.

I am thinking I should demand all my money back, I would have been willing to take store credit up until now but I am sick of dealing with them in ANY context. Should I accept that I have lost over $180.00 (a large sum of $$$ to me), keep going through every damn hoop they put up in front of me and accept store credit from a retailer I would never choose to deal with again taking questionable merchandise OR (what I want to do) threaten to "out" them as the TERRIBLE vendor they have proven themselves to be if I don't get a speedy and full refund?

I know this sounds petty but I really could not be more angry with them. The money I spent is a lot to me and I expected better from a Canadian vendor!

Sorry if this post annoys you but I'm ready to go ape s**t angry on them at this point. Thanks for any help in advance!

 

[ChellyNelly]

That's terrible. I would ask for my money back. There's no reason to put up with poor service like that with all the great vendors in Canada. It sounds like this is a reputable vendor which makes it suck even more!

There's also a forum on ECF that is for negative vendor reviews. I would post it on there if they're a registered supplier on ECF.

 

[FisherPal]

I agree with Chelly. After all this time, extra expense and aggravation, it is not unreasonable to ask for your full refund IMHO. Money is always tight here as well (one income too) so I know that this is a LOT of money to have on the line. Also wouldn't hesitate to post in the negative vendor reviews that was mentioned. So sorry to hear that you have had such a terrible experience with one of our Canadian vendors.

 

[Freaknugget]

I'm trying to be reasonable at this point still but I'm ready to go all grumpy. Depending on how the next reply (if I get one) I'll decide what way to go but I have already decided to ask for money back if they DO get back to me if not than I have been told by PM I can ask my bank to reverse the charges and I think that will be my next step if I don't get a response from them soon.

Also just to point this out another unrelated Canadian vendor (I have dealt with well previously) contacted me to make sure it was not their company causing the issue. Again I'm not naming names but extra thanks to them for making the effort, I'm sending THEM my $ from now on!

 

[Mr.Whitecloud]

I hope hope it all works out for you, I know what it is like to be on a tight budget.I have been lucky with my supplier no issues I get periodic emails from him making sure all is good with my purchase and keeps me informed on new stuff coming in.

 

[therealcmac]

wish i knew which vendor it was Sounds like a terrible experience, sorry to hear it.

 

[Freaknugget]

I have dealt with a few companies over the last year and most I'd give 4-5 out of 5 for customer service and quality over all. This is my first bad experience... Perhaps I have been spoiled by so many great vendors?

 

[Bigwave]

Definitely post about the identity of the vendor IF they don't take care of you in the next few days.

They deserve to lose business over it...just try to get what you've paid for first..and tell them that you will definitely tell all of your experience if they don't take care of it asap.

Give them a date to have it resolved by.

 

[TonyTT]

That's so sad....shame on that vendor!, the one thing I love about dealing with Canadian Vendors, is it feels like dealing with a friend...I have 2-3 canadian vendors that I feel intensely loyal too. And it's not a complicated equation. They're just always prompt and personal with getting back to me, and I feel like I'm dealing with extremely decent REAL human beings...What's the point of being Canadian, if you ain't decent eh?

 

[kanadiankat]

I'm trying to be reasonable at this point still but I'm ready to go all grumpy. Depending on how the next reply (if I get one) I'll decide what way to go but I have already decided to ask for money back if they DO get back to me if not than I have been told by PM I can ask my bank to reverse the charges and I think that will be my next step if I don't get a response from them soon.

Also just to point this out another unrelated Canadian vendor (I have dealt with well previously) contacted me to make sure it was not their company causing the issue. Again I'm not naming names but extra thanks to them for making the effort, I'm sending THEM my $ from now on!

Not sure who told you that the bank would reverse the charges. They won't.

Even credit card companies will not reverse the charges - as you received the product and the issue now is a warranty claim. Payment services offer charge reversals to protect against fraud only: 1) paying and not receiving anything (and you do have to verify that), or 2) a charge you never authorized in the first place, or 3) paying for one thing and receiving something entirely different.

Warranty disputes are not covered.

 

[Toronto_Mike]

Lets face it, there is so much hit & miss with the quality of atty's, cartos, clearos & batterys. You could buy 3 of something & 2 could fail. Vendors are all well aware of the issues with these products, they do a good job to stand behind their product line even if the product turns out to be really bad. Aside from the mods, the only warranty, I've seen so far is a one year with Joyetech batterys. What other warranty's are there?

 

[ChellyNelly]

I've gotten charges reversed through my bank before, just FYI. BMO

 

[TonyTT]

Lets face it, there is so much hit & miss with the quality of atty's, cartos, clearos & batterys. You could buy 3 of something & 2 could fail. Vendors are all well aware of the issues with these products, they do a good job to stand behind their product line even if the product turns out to be really bad. Aside from the mods, the only warranty, I've seen so far is a one year with Joyetech batterys. What other warranty's are there?

...hopeful optimism?...

 

[MattB]

I dont see why you shouldnt post the identity of the vendor per se. Whenever a GOOD vendor does good by a customer, there are threads here about the great experience the customer had. If one does bad, the community should know about it.

I myself would like to know who this is so i can stay away from them.

Like Tony said, i have my 2-3 vendors whom set themselves apart from the rest whom i'm extremely loyal to due to the wonderful CS i get from them. There's no reason bad vendors should not be exposed. It might set them straight and knock some sense into them for the next batch of customers they receive.

Criticism, good or bad, should always be at the top of any supplier's list to take in. Without it, they dont know what to improve upon.

 

[vise]

I agree that the vendor should be listed if you can't come to settlement in this issue. Why should a bad vendor be protected?

 

[smokum]

The purpose of the vendor negative review forum is for just this type of situation.

It allows you to voice your poor experience which in turn grants other members the opportunity to read about your dealings and make an informed decision.

It also allows the vendor to respond and correct their shortcoming (as they cannot do so here in our Canadian sub forum).

By doing a negative review, it also allows you to follow up with reports of how they handled the situation in the end be it good or bad without the interference of other members causing strife with infighting.

I hope you'll take the time to share your experience in that available format.

 

[TrueNorthist]

+1 on what Smokum said. That is what the neg review thread is for. It gives both sides an opportunity to work things out. Refusing to name names kind of smears all the Canadian vendors. Not trying to rile you up, just making the point FWIW.

Good luck with sorting things out. It is a drag you are having troubles that no-one would wish on anybody.

 

[Concat]

You shouldn't feel like it's wrong or immoral to give a negative review for a vendor or to name names. Far too often people will shout from the mountain tops when they are happy with a vendor, but when they are jerked around, suddenly they are all hush hush and secretive.

I know you don't want to ruin someone reputation... but when this is all over, I suggest you post a review in the vendor review section... be negative, neutral or positive.

EDIT: Seems I'm just repeating what others have already said. hehe...

 

[Freaknugget]

Yeah I understand thats why I'm not actually naming them here, more just venting and looking for advise on how to proceed. Plus I'm giving them one last chance to rectify things before I start leaving negative reviews.

Thanks to everyone for the kind words and support! I'll update if they do ever get back to me.

 

[TonyTT]

..........teeeeelll usssss....