Company failed to provide credit or refund for returned merchandise.
Reseller Reply
Posted
by
4/19/06 8:11 AM
This customer ordered tape in Oct of 2005. In mid January 2006 the customer wanted to return some of the tape. He sent the tape back to us which we received on Jan 15th and his card was credited on Jan 16. Due to a miscommunication, the customer wanted an exchange. He had cancelled his credit card and the bank had his credit from us but could not apply it. He contacted us on Jan 20th and we explained the situation. Customer contacted us and we offered to send tape to him to replace his returned tape since the bank could not account for his credit on the cancelled card. Even though his credit was still tied up in the banking system, we sent a replacement plus extra tape and a Sony DVCAM golf shirt on Feb. 3 in good faith even though we still did not receive the money back from his bank. As of 4/18/06 we still have not been paid for the order.
beside that the item i ordered was out of stock, the transaction was good.
one thing that should be look at:
I placed the order for my work place we use personal credit cards.
I had to put in the phonenumber corresponding with the credit card address. ( read not my work number)
I got a call at home telling me that the itme was out of stock and is on back order.
I would have liked that I got a caal at work.
or able to put in a day phone number
THIS ORDER WAS NOT RECEIVED, WHEN I CALLED THE CO. I WAS TOLD THAT IT WAS SIGNED FOR & DELIVERED TO MY HOME, THE SAME DAY I SIGNED FOR ANOTHER ORDER SENT CORRECTLY TO MY BUSS. ADDRESS, THE TWO SIGNATURES OF COURSE DID NOT MATCH. I SPOKE TO UPS SUPERVISOR & INFORMED THEM OF INCIDENT. I REQESTED A REPLACEMENT ORDER FROM TAPE CO & I RECEIVED IT OKAY AT MY BUSS. ADDRESS
I have always had a very positive experience dealing with tape resources, with the exception of one thing. TR offers those who place orders of $450 or more (our orders are invariably $500 - $1200) free ground shipping within the continental united states. since we are in hawaii, we don't qualify. I have inquired as to why they can give us something off our shipping to compensate us, but they refuse. I'm still trying to figure out why. they must pay something to ship ground to customers in california... why not knock that amount off our bill? seems only fair to me. other than that, they are a great company... very friendly, helpful, fulfill orders promptly and cover mistakes immediately. no other complaints... only praise. sincerely, mick kalber, tropical visions video, inc., hilo, hawaii.
Reseller Reply
Posted
by
8/30/04 11:41 AM
[The following is a snippet from our email correspondence]
Hi Mick,
I looked into our shipping rates and costs some more to find out what if any sort of discount you receive when shipping to Hawaii. I found out that although we do not offer free shipping to Hawaii, we do subsidize the cost. For shipments that go out on a 2-day service, we subsidize the cost by 15% and for packages that ship via next day air, we subsidize the cost by 35%. This is something we do only for our customers in Alaska and in Hawaii because we realize how expensive the shipping can be. We in no way make money where shipping is involved-but instead get the best rates we can from UPS and subsidize for Alaska and Hawaii. We hope this clears things up a little. We hope you enjoy your goodies and we hope to hear from you again soon! Aloha!
Tape Resources offers me a good product at a great price. Typically, they call before I need to re-order, but if I do need to use their website, it is quick and painless! Keep up the great work!
The very best provider I have found for media, DVD publishers, and ink. I have bought from them for a year, and I wholeheartedly recommend them.
Tape Resources has:
1) Incredible customer service - Reps are knowledgeable and enthusiastic. I went on a quest to find good quality glossy, printable dual-layer DVDs for my company - a rare product that is seldom offered by US resellers. I called Tape Resources to ask about them, even though I knew they didn't carry them, and they said they would ask around. Within two hours they called back to say they had special-ordered them from a supplier, and I received them a few days later. Even though it was a special order, they gave me a discount for buying in quantity!
2) Stands by their products - When a DVD publisher they sent me arrived DOA due to a missing part, they immediately sent a prepaid container so I could ship it to the manufacturer, and sent me a replacement at no charge.
3) Good catalog and good prices - They're not a bargain reseller, but they generally come in just under market prices and always give discounts for large orders.
4) Responsible and quick shipping - Cake boxes of disks always arrive well-packed and in good shape even though they are fragile. Shipping is cheap for large shipments and a bit expensive for lightweight ones, so it evens out. And shipping is always prompt. If there are any problems with an order, they will contact you proactively and keep you updated.
5) No-pressure sales - Even though customer support is very proactive and communicative, they have never tried to up-sell me or suggest additional purchases. I've never received a scrap of advertising from them. Their quality products and service speak entirely for themselves!
After doing extensive research for Sony backup tapes which are costly I came across Tape Resources who had the best price and their customer serrvice was the best I've experienced in a while. Tara was great in following up and handling the entire process. Great prices and great customer service in a time that customer service is diminishing. Great Job!!!!
