LilGenie - User Profile page at ResellerRatings

4/5

posted Feb-23-2012

In addition to me earlier review, this is an update as of 2/23.
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After searching through out and finding that the sunglasses we wanted for our kids are back ordered at every place, my wife ordered them again through EJ's as their web-site showed them in stock.

This time, instead of using the credit card, we chose to use the Paypal to abbreviate merchant's fear of online fraud. Order went through, received system generated order accepted email immediately. Next day, we received "order approved" and subsequently order fulfilled email by the end of the day. But this time the tracking number for the shipment was missing from the last email.

Ignoring that as perhaps user entry error, we decided to wait. Nothing showed up for 4 days and then we called EJ's, dreading that we might be going to speak to the same manager. Thankfully, it was a different person who identified himself as the owner of the store. We told him the issue and he promised to get back to us in a day time. And he did, and told us that they didn't have the items in stock (hmmm..) but ordered directly from the manufacturer with a drop ship request. At the end of the call, he also mentioned about the review and told us that he will definitely work to improve the customer service experience. We received the glasses two days after that call directly form mfgr, who shipped them Fedex ground.

Well, as long as the merchant is recognizing and making an effort to address customer concerns, in my opinion, they are good merchants. Therefore, I decided to bump the stars (from 1 to 4) on this review.

---------- Earlier Review ----------------
Horrible-horrible experience!!!

I broke the frame of one of my favorite sunglasses and after a search, I could find just the frame at EJ's. I placed the order, and received the confirmation e-mail. Right after the order I realized that I wanted to order pair of sunglasses for my kids too. To save on shipping, I decided to club the order with my previous order. It was already past 5 pm central time, no one available on the phone, so I tried to go into my order page to change it -- couldn't do it as there was no such option.

I decided to send an e-mail to change or cancel the existing order thinking that they would at least be able to modify it before they ship. The next e-mail I got was that my order was shipped and my CC was charged for full amount including shipping. There was NO e-mail regarding my request or even an acknowledgement that yes we received your email but we can't do it. No apologies or nothing. Fine!

So, after receiving the frame I placed another order, this time only for the kids' sunglasses. I got 2 emails - order confirmation and order fulfilled and then, BAM! came the 3rd mail - order cancelled. Reason - credit card declined.

Hmm.. it shouldn't have happened, never in the history of my online shopping, my card was ever declined. Even, I had placed the earlier order using the same card. Thinking that things happen, I placed the same order using another card. Got order confirmation email, pending approval.

Next email was order cancelled without specifying any reason.

In the mean time, I called my credit card company and they told me that none of my card were punched for the payment or the payment was never presented to my bank, so there is no possibility of declining.

I called the store (EJ's) to understand the reason and to figure out why my order was cancelled. A woman claiming to be store manager picked the phone and told me that she called my phone number and it went to someone in Georgia (I'm in California). She claimed that it was a red flag for her and she thinks I'm an online fraud. WOW! I tried to reason if I'm fraud why would I call in, and look at my earlier shopping history where he payment went through and in all my orders, both my billing and shipping addresses are same. To which she continued that this is another red flag for her as I'm trying hard to convince her. She continued with her blabber that she is in this business for quite some time, didn't start just this morning and have enough intelligence.

Yes, you do have intelligence.... OF A HOG. She never went over the possibility that she might have dialed a wrong number or that I gave two different card numbers on two separate occasions. If one declined, she could have used the second one but the problem is she never presented the cards for payment. With such level of intelligence, she would definitely help the store owner shut down his business sooner. If I had been trying to fraud, I would have ordered the most expensive pair of glasses and not just an order totaling $70.

She literally started yelling on the phone interrupting me whenever I tried to say something. This was their idea of customer service, HORRIBLE!!. If they are so scared doing business online, they should just stop it or should not allow any forms of credit card payments.

Beach Camera

5/5

posted Jan-11-2012

I purchased a 10" Digital Photo Frame from Beach Camera via Amazon. The DPF was very competitively priced with free shipping. I placed the order on Dec 20 and was not expecting it to be shipped before christmas. But I was surprised to see the shipping confirmation email the same day.

Seller quickly shipped the DPF by FedEx. On top of that, I was not expecting it to be delivered before christmas, but FedEx actually delivered it on Saturday 12/24 (the kudos goes to FedEx on this point).

Excellent service!!! Photo frame shipped & delivered from east coast to west coast within 4 days after placing the order. Photo Frame was brand new. I liked the whole thing so much that later on I ordered another exactly same frame from Beach Camera.

J&R Music and Computer World

5/5

posted Jan-11-2012

I was looking for a good deal on the Panasonic HDC-TM900K HD Cam, which had been steady on $860~$950 price range for past several months. I was waiting for the black Friday sale and hoping that some stores might offer some discount. Well, it is such a good camera that I was ready to buy it even for $850. Then, I found J&R was the ONLY store offering deep discount on this camera. For a new Camera, it was very competitively priced, even lower than the refurbished model.

People often say and I also believe that if a price is too good to be true then it generally is. Not with J&R as it is a reputed store and I had bought a cordless phone from them before, though not recently. But without any further research, I immediately placed the order.

Brand new Camera in factory sealed box was quickly shipped.

Best part of this whole affair was their customer service. Though, there was no need for me to contact the customer service as I received the Camera sooner than promised time (from east coast to west coast within 5 days after order was placed, no special shipping). I still did when I found out the price went down a little for a short duration after 3 weeks of my purchase and asked them if they honor the lower price. AND THEY DID!!

They issued a refund of the difference promptly. What else a customer can ask. The deal was anyway sweet and they made it sweeter. Great Customer Service.