1/5
posted Apr-20-2012
I placed an order for an Otterbox for iPhone 4S. This is my second iphone otterbox purchase from MacMall in three months. The item was a great price, but not in stock. I ordered anyway and was willing to wait patiently for the item to come in stock and ship. However long it took, i did not mind waiting and was sent a confirmation stating they would email when the item was in stock and shipped. I have ordered from them a couple other times and have not had issues.... until now.
Without "warning" or email notification, my order arrived today on my doorstep. Inside the package was a ripped and torn Otterbox package with the Defender case inside. The Defender case rubberized cover was torn. The earphone jack cover was ripped from the case, the screen protector had been strifed with streaks and finger swipes, and was a complete scratchy mess. So I called customer service via phone.
I was told I ordered "OB" and that "OB" did not stand for "Otterbox", but it stood for "open box". No where on my order, the macmall shopping page or any description during my online purchase did this item state "open box, used, ripped, roughed up, refurbished." He insisted I ordered "open box" and sent me an RMA to return the item.
Once I returned to my desktop, I reviewed my order, I reviewed my link from the order, which went directly back to the product listing. No where does it state "open box." So I started a chat to better inform myself when I reordered a NEW-IN-BOX Otterbox once I got my refund. I wasnt happy about returning and reordering and waiting, but I wanted to give MacMall the benefit of the doubt. Not after my online chat.
Below is the chat I had with one of their reps:
(employee)@macmall.com: [9:19:28 PM] Hello. My name is xxxxx and my extension is xxxxxx. I’ll be happy to help you. Please give me a second to check on your question.
Me: [9:19:28 PM] where on this page does it mention "open box"? I was shipped a ripped & used otterbox today, which I was sent an RMA to return....but he insisted I had ordered an open box item. i am not seeing it on the order page. please help. http://www.macmall.com/p/product~dpno~9009873~pdp.hadgefe
(employee)@macmall.com: [9:20:24 PM] What is your order number?
Me: [9:20:48 PM] (Order number)
(employee)@macmall.com: [9:22:34 PM] Yes, the one that you got is open box according to my system.
[9:22:49 PM] I will have our website support team update our site.
[9:22:55 PM] I will send an e-mail to them now.
[9:22:57 PM] I'm sorry.
Me: [9:24:26 PM] he said the part number had "OB" listed on it when I ordered. I am afraid if i order again from macmall, i will get another open box item. im glad im able to return it, but i am not going to take a chance on getting another ripped up item. which one should i order if i want "new"?
(employee)@macmall.com: [9:25:14 PM] As of the moment, we still don't have this item in-stock.
Me: [9:27:09 PM] in the future, in stock or not, what should i look for to get a "new" item? price is obviously one factor, but i dont recall it being this difficult when i bought my scanner and iphone accessories from macmall. i dont mean to be a pest, im very reluctant to order.
(employee)@macmall.com: [9:28:47 PM] Next time if you are ready to place the order, I'm sure you'll be getting the right one.
Me: [9:30:55 PM] I was ready to order last week and I was ready to wait patiently for it to be in stock....and I did not get the right one. What kind of answer is that? I will shop elsewhere and make sure I complete my review of my experience. Thanks for your time.
(employee)@macmall.com: [9:33:51 PM] No Problem Thank you.
********************************************************************
Seriously???....I am asking for advice and a specific product number to make a better informed purchase from your company because I want to spend my dollars with your company... and you have the nerve to tell me "when you're ready to order, I'm sure you'll get the right product"????
I am certain I will get the right product when I order from a different online retailer. Heck- I might even go into a Verizon store and buy one at full price. I used to brag about macmall. Very dissapointed. Spend your hard earned money elsewhere.
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![Share](javascript:share_rating({"review_body":"I placed an order for an Otterbox for iPhone 4S. This is my second iphone otterbox purchase from MacMall in three months. The item was a great price, but not in stock. I ordered anyway and was willing to wait patiently for the item to come in stock and ship. However long it took, i did not mind waiting and was sent a confirmation stating they would email when the item was in stock and shipped. I have ordered from them a couple other times and have not had issues.... until now.<br><br>Without \u0022warning\u0022 or email notification, my order arrived today on my doorstep. Inside the package was a ripped and torn Otterbox package with the Defender case inside. The Defender case rubberized cover was torn. The earphone jack cover was ripped from the case, the screen protector had been strifed with streaks and finger swipes, and was a complete scratchy mess. So I called customer service via phone.<br><br>I was told I ordered \u0022OB\u0022 and that \u0022OB\u0022 did not stand for \u0022Otterbox\u0022, but it stood for \u0022open box\u0022. No where on my order, the macmall shopping page or any description during my online purchase did this item state \u0022open box, used, ripped, roughed up, refurbished.\u0022 He insisted I ordered \u0022open box\u0022 and sent me an RMA to return the item. <br><br>Once I returned to my desktop, I reviewed my order, I reviewed my link from the order, which went directly back to the product listing. No where does it state \u0022open box.\u0022 So I started a chat to better inform myself when I reordered a NEW-IN-BOX Otterbox once I got my refund. I wasnt happy about returning and reordering and waiting, but I wanted to give MacMall the benefit of the doubt. Not after my online chat.<br><br>Below is the chat I had with one of their reps:<br><br>(employee)@macmall.com: [9:19:28 PM] Hello. My name is xxxxx and my extension is xxxxxx. I\u2019ll be happy to help you. Please give me a second to check on your question.<br><br>Me: [9:19:28 PM] where on this page does it mention \u0022open box\u0022? I was shipped a ripped & used otterbox today, which I was sent an RMA to return....but he insisted I had ordered an open box item. i am not seeing it on the order page. please help. http:\/\/www.macmall.com\/p\/product~dpno~9009873~pdp.hadgefe<br><br>(employee)@macmall.com: [9:20:24 PM] What is your order number?<br><br>Me: [9:20:48 PM] (Order number)<br><br>(employee)@macmall.com: [9:22:34 PM] Yes, the one that you got is open box according to my system.<br>[9:22:49 PM] I will have our website support team update our site.<br>[9:22:55 PM] I will send an e-mail to them now.<br>[9:22:57 PM] I\u0027m sorry.<br><br>Me: [9:24:26 PM] he said the part number had \u0022OB\u0022 listed on it when I ordered. I am afraid if i order again from macmall, i will get another open box item. im glad im able to return it, but i am not going to take a chance on getting another ripped up item. which one should i order if i want \u0022new\u0022?<br><br>(employee)@macmall.com: [9:25:14 PM] As of the moment, we still don\u0027t have this item in-stock.<br><br>Me: [9:27:09 PM] in the future, in stock or not, what should i look for to get a \u0022new\u0022 item? price is obviously one factor, but i dont recall it being this difficult when i bought my scanner and iphone accessories from macmall. i dont mean to be a pest, im very reluctant to order.<br><br>(employee)@macmall.com: [9:28:47 PM] Next time if you are ready to place the order, I\u0027m sure you\u0027ll be getting the right one.<br><br>Me: [9:30:55 PM] I was ready to order last week and I was ready to wait patiently for it to be in stock....and I did not get the right one. What kind of answer is that? I will shop elsewhere and make sure I complete my review of my experience. Thanks for your time.<br><br>(employee)@macmall.com: [9:33:51 PM] No Problem Thank you.<br>********************************************************************<br>Seriously???....I am asking for advice and a specific product number to make a better informed purchase from your company because I want to spend my dollars with your company... and you have the nerve to tell me \u0022when you\u0027re ready to order, I\u0027m sure you\u0027ll get the right product\u0022???? <br><br>I am certain I will get the right product when I order from a different online retailer. Heck- I might even go into a Verizon store and buy one at full price. I used to brag about macmall. Very dissapointed. Spend your hard earned money elsewhere.","link":"http:\/\/www.resellerratings.com\/store\/MacMall\/review\/1472505#comment1472505","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/MacMall.jpg","store_name":"MacMall","username":"beetlebee","rating":"1"}, "single");){kind=link}