Here's an update to my correspondence with Expresscameras.com. I have to say, I am impressed with expresscameras.com's quick replies to my emails. If you complain loud enough, then they will hear you.
In the interest of fairness, it would be great to hear from happy expresscameras.com customers in this string. In the correspondence below, expresscameras.com claims there are many, many satisfied customers. If anyone reading this has been satisfied by expresscameras.com, then please say something in this string or in the Reseller Ratings reviews section! And you may remain anonymous, of course.
I, for one, will continue to remain anonymous (or "disguise my identity," as expresscameras.com chooses to descibe it) because I am afraid that expresscameras.com (possibly a huge company corporation) could possibly hurt me. Also, a couple customer reviews on Reseller Ratings mention that the customer service agent at expresscameras.com threatened them. I haven't been threatened by expresscameras.com, but I feel threatened, and I'm afraid they might have mean people who could do mean things to me, with or without threats.
Anyway, here's the latest... Kind of scary..
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Dear customer,
If you want to continue to disguise your identity, that is fine. Regarding the issues you describe in your email, I can provide the following responses:
1) The reason that we do not post a cancellation policy is that we do not have a fixed policy. Bevieve it or not, we get very few cancellation requests, and depending on the circumstances of the cancellation, there are several different ways it could be handled (cancelling a special-order item, cancelling an order after it was already shipped, etc.). In the overwhelming majority of cases, we are able to work out some arrangement within reason to the satisfaction of the customer.
2) Regarding our product descriptions, we do try to keep them factual and accurate, without printing the whole product manual or data sheet online.
3) Regarding the warranty, we do post on our advertised company policy that the products are covered by store or manufacturer's warranty. Since the type of warranty can change frequently based on our wholesaler's offers, we do feel that this is an accurate representation that all products will be covered by some warranty.
4) Regarding upselling, we certainly do upsell, and there is nothing improper about that. Nearly every company, from our largest competitor (B&H) to your credit card company, to your local clothing store, attempts to upsell customers. If someone chooses not to take what is being offered, that is fine, but there is nothing inherently wrong with the offering of additonal products.
5) Regarding delivery time, that has no connection to upselling. If a product, particularly a new or popular one, becomes backordered, that is out of our control. Unfortunately, our website is not directly connected to our inventory, so it is possible to submit an order for something we have run out of.
6) Regarding cancelling a backordered item, we certainly would do that for a customer without a problem, and I am suprised at anybody saying that it would be impossible to do so.
In my experience, the people who post anonymously on these sites and refuse to identify themselves are usually leaving out some facts in their portrayal of the events surrounding their transaction. They are usually not due all they are asking for and are upset about it (Like a customer who tries to cancel an order three days after the order is shipped and is unhappy about having to pay the shipping charges). I know this because in reading some of those posts, I can identify some customers whose sales did not go exactly as they describe online.
If there is some specific assistance I can provide, I would be happy to try to do so. Otherwise, you are welcome to stay anonymous.
----- Original Message -----
From:
To:
info@expresscameras.com
Sent: Friday, April 30, 2004 1:48 PM
Subject: Re: David Goldstein
Dear Expresscameras.com
Repeatly, complaints to expresscameras.com go unanswered. When a followup phone call is made, customers are put on hold indefinately. Then, when a complaint is heard, all any customer ever gets is an "unfortunately we can't do anything." So, what makes you think that trying to " research the matter" will result in a resolution? I would be interested in knowing the "whole story" behind some of your customer's complaints. I have a feeling the "whole story" is just the same old rhetoric you give over the phone.
I'll continue to be be vague about details (since you guys are so vague) - but my main complaint is that you list no cancellation policy on your website. You also keep your item descriptions very vague on the website, over the phone, and on any invoice that might be shipped with a product. You are also advertising on your website in a very misleading manner. Customers should be made aware of the fact that the products advertised do not include the standard US manufacturers warranty, or the customary accessories that come with the US product. Your products are gray market. Another beef, is that express cameras charges customers' credit card before the product that was ordered is ready to ship. This is in direct contradiction to your policy stated on the website: that the credit card will be charged only when items are ready to ship. Many customers complain that you guys try to upsell. If the customer does not buy any of the items offered during the order confirmation phone call, then you state the item cannot be shipped for another few weeks. When a custome asks to then have the order cancelled, it becomes impossible to do so. Customers have been hung up on, only to realize you have charged their credit card before the item is ready to ship.
The misleading advertising and "bait & switch" tactics are very easy for you to accomplish simply because you keep your item descriptions deliberately vague. Most people who call or order from you are not the smartest consumers, and you take advantage of this. And still, some of your consumers are very intelligent, and believe you can provide them with the product at the low price you advertise. Once you get their credit card #, you then have customers "by the balls."
Local news stations have been notified. Your company would be a perfect "shame on you" report. As a member of the media, I know it takes just one poor customer's story to get your company on the local or national news. Its just a matter of time. You have lots of very dissatisfied customers who would like to get back at you. Too bad you never try to fix the problem. It's all part of your business plan. You thrive on suckers, who try to get a good deal, that is in reality too good to be true.
See you in the news.
Disgruntled Customer
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