I think the most accurate thing I've read is "appalling" to describe the lack of communication/customer service.
No emails or returned calls... but I got home tonight to find the majority of my order on my front doorstep. Of course I'm still missing the most important and expensive part (the lightning machine - I was planning on testing this weekend) - I had no idea any of this stuff had shipped. A pleasent surprise to find it waiting for me, but a lot of undue stress that sould have been avioded by simple communication.
So I'm at a loss at this point. Has the rest of my order shipped shipped? Will it? if it does... when?
I agree with jkcoop... a simple email will go a long way.
Having been in the credit card industry for 14 years, he should NOT be charging you until the merchandise ships. If you have waited longer than the standard delivery provided on the website or through emails and your credit card has been charged, dispute it as non-receipt of goods.
If he contacts you and tells you something is delayed, simply respond, "Fine, don't charge my card until you send it out." and keep the dispute going.
The burden of proof is on the merchant to show the product was received by you or they have to issue a refund. The alternative is a chargeback (the money is taken out of their account and put back in yours) and for merchants that is not good. Enough chargebacks, the merchant doesn't take that credit card anymore.
dionicia - you are so right! My husband and I had a business where we accepted credit cards. We were meticulous. Now that I understand what chargebacks are (thank goodness we never had one!) the threat of a dispute with the credit card company should have him racing to fix any issues.
I now have the problem of having an item I didn't order. After 2 days I STILL have not gotten a response from him. I left a voice mail and sent an email the very day it arrived. So I still don't know if it was a mistake or a substitute for what I did want. Either way - I don't want this and he needs to send a label from ups authorizing a pickup.
Here is something I find disturbing. I realize since I didn't get what I ordered it doesn't really apply, but for any one else, beware! His terms and conditions on the website for returns and cancellations:
"Returns and Cancellations:
* Products may be returned within 10 days of receiving the product.
* There will be a 25% restocking fee on orders returned within 10 days of receiving the product.
* There will be no returns on masks at any time period unless received defective.
* Product damage claims must be made to HauntedProps.com Corp within 2 days of delivery.
* No used products will be credited.
* There will be no cancellations allowed in excess of 7 days after placing an order.
* All items purchased prior to Oct. 31st can not be returned after Oct. 31st. Any items purchased after Oct. 31st will be subject to the regular return policy stated above."
If you only have such a sort window to claim damage, etc. and yet they don't seem to ever respond......well I would suggest to everyone that you document everything if you have an issue.
I will be emailing him again today, stating that if I haven't heard something by Monday (and I feel I'm being very generous at that), that I will be disputing that portion of the order with my credit card company.
Okay - I literally sent another email to them maybe 15 minutes ago. This one was very specific regarding what I expected - I lined out in bullet points what needed to happen by Monday or I would be calling my credit card company.
Low and behold, I just got a phone call. Exchanged pleasantries - how are you, etc. and he then went on about how overwhelmed they are - 500 emails, x number of calls. Is hiring someone on Monday to start taking care of things (little late). And that I was lucky I personally got a phone call. Said I was the only one.
At first he said he sent what I ordered. Then after a minute of looking (I had emailed him a link of what I ordered and a link of what I got) and he admitted they pulled the wrong one from the shelf. Said he would take care of it today. So I'm hopeful. Didn't mention how the other one should be sent back, but one step at a time. Hopefully he'll include something in the shipment.
I told him I really appreciated him calling - but gave no sympathy or out regarding the lack of customer service. There is no excuse. And I won't be ordering again from him in the future, that's for sure.
I'll let you all know what the final outcome is. I'm glad he called but it's a shame it took me threatening to call my credit card company to get it resolved. He said he "remembered me" as in my story - well, I would hope so, since I left a voice mail two days ago that was ignored I think because HE thought I just ordered the wrong thing and it was me. I don't think he really went and looked at the emails until we were on the phone. I did make darn sure it wasn't MY mistake before sending that last email.
Good for you. The credit card dispute seems to work with him. Course he might already be hanging by a thread with the credit card companies already.
On a side note, if you received the wrong item, his terms and conditions on his website mean squat.
If he gave you a turn around time for getting the new merchandise, make sure not to let up. If you don't have it by the date expected, go for the jugular.
If more people were less tolerant with some of these folks and disputed the charge when the shipment was delayed, there would be less threads like this and less Merchants (they would not be allowed to take credit cards or Paypal).
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