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Old 09-21-2011, 04:55 PM   #1
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Buyer Beware

I recently purchased an exterior door latch assembly. The shipping time was 4 days. When I opened the package and inspected the part, I found that extensive modification would be required to the door skin both inside and out. I took the old latch apart and fabricated a new latch cam plate assembly. The latch now works good as new so I decided to return the part to the vendor I purchased it from. I naturally thought that I had 30 days to return the part but when I looked at the backside of the invoice, I found the part had to be retuned within 10 days of purchase.

I called the company and spoke to the receptionist, explained the situation of why I did not use the part and why it was more than 10 days. I was told the owner was the only person who could authorize the return and he would not be in for 2 days. After 6 days of the initial call, I recieved a phone message and was told I could not return the part. I had told the recepionist that i was willing to pay the 20% restocking fee and the return shipping cost.

I sent 2 E-Mails to the company and still have not had any response from them. I asked to be contacted by phone or E-mail hoping to discuss the matter further. In the past I have purchased axle assemblies, door and window weather strips, tail lamp lenses, and an assortment of sealants. This made no difference to them.

My point is: Beware of who you purchase parts from. Return policy is not on their website.
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Old 09-21-2011, 05:10 PM   #2
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Amazing they couldn't cut you any slack even though you appear to be a good customer and spent some serious money with them. Sounds like you don't want to say the name of the company on this open forum but if you could, would you PM me the companies name so I can avoid getting burnt by them in the future?
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Old 09-21-2011, 05:11 PM   #3
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Sorry to hear about your experience and I suppose others will have it too since the vendor is not named.

I have had hassles over returns with retailers and told them I would never deal with them again. As a result they lose future monies. Two I can think of were over a 96 plumbing part and a pill cutter (about $4). Some people are so concerned they will be cheated they cheat themselves out of future business.

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Old 09-21-2011, 05:20 PM   #4
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Buyer Beware

I did not name the vendor because I read the forum rules and they ask that vendor disputes not be settled in the forum. I do try to follow the rules of the forum and of the vendor, however I do feel the vendor rules are not fair to the customer due to the shipping time lost, and not being posted on their website.
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Old 09-21-2011, 05:29 PM   #5
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Why would you think you had 30 days? We all must read the invoices when we order items. Company policies vary. jim
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Old 09-21-2011, 05:40 PM   #6
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30 days is the general policy from most companies. The policy is not stated on their website and I was not informed of it when I ordered the part. I am not blaming anyone but myself for not examining the invoice but instead examining the part. My point is simply: Buyer Beware!
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Old 09-21-2011, 05:49 PM   #7
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Well, lets see....you're in Ohio, and the shipping time was four days.....Hmmm, may have come from the West coast?
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Old 09-21-2011, 06:03 PM   #8
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Whatever the establishment is, not very good customer service in my book especially with your track record of big ticket purchases such as axle assemblies. I'd avoid future dealings.
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Old 09-21-2011, 06:25 PM   #9
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Quote:
Originally Posted by zigzagguzzi View Post
Why would you think you had 30 days? We all must read the invoices when we order items. Company policies vary. jim
While I agree that it is up to the buyer to read the policy, and thus they should not be entitled to a return, even with restocking fees, etc., I do think that not returning emails or calls is a strong sign of overall poor customer service.

Furthermore, I am in the boat that a respectable company offers 30 day return policy or CLEARLY states the contrary. It is just the standard. For instance, I am especially fond of the clarity stated by certain ebay sellers, who explain that they can not except returns at all, and most even give a justifiable reason of why. That's just my impression of most sales companies, not an absolute truth.
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Old 09-21-2011, 06:29 PM   #10
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Well, lets see....you're in Ohio, and the shipping time was four days.....Hmmm, may have come from the West coast?
It was not Neiman- Marcus!
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Old 09-21-2011, 06:34 PM   #11
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Whatever the establishment is, not very good customer service in my book especially with your track record of big ticket purchases such as axle assemblies. I'd avoid future dealings.
One of the things that I find most objectionable is the fact that the owner would not return any contact requests. Did not have that problem when I called to order the axles. The call was returned promptly. I do not plan on any future purchases from this company.
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Old 09-21-2011, 06:44 PM   #12
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Don't know for sure, but I'd bet the seller is watching this thread right now.
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Old 09-21-2011, 07:05 PM   #13
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Ya know, if I was the seller, and actually proud of my parts return policy, I'd step foward, identify myself/company, and explain why this part is not returnable, and why I'd not returned my customer's calls and emails.

How about it seller? Want to identify yourself?
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Old 09-21-2011, 07:24 PM   #14
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Some of these parts distributors have found ways to "make themselves necessary," like "we are the only one that can get this part with the exact radius of kanooder bracket for your trailer" or "its not safe if you dont buy this one that only we carry for 3000 dollars" or "others parts are inferior."
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