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59,755 stores1,828,362 reviews Over 250,000 shoppers online now
 Total Reviews | 1 |
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| Member Since | 30-Mar-12 |
| Last visit | First visit! |
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posted Mar-30-2012 
![Share](javascript:share_rating({"review_body":"Item never received and they weren\u0027t able to track it. Finally got a refund but they still charged me a fee. The call it an adjustment fee. So if you don\u0027t get what you paid for, they will eventually give you a refund. Just expect to pay an additional fee. Communication was not helpful at all but at least I wasn\u0027t totally ignored. They wanted me to work it out with the post office and the post office said that the seller had to deal with tracking it. So one month later I\u0027m buying the same item from another store. Won\u0027t use this company again.","link":"http:\/\/www.resellerratings.com\/store\/AccessoryJack\/review\/1399199#comment1399199","store_thumb":"http:\/\/www.resellerratings.com\/store\/thumbnail\/AccessoryJack.jpg","store_name":"AccessoryJack.com","username":"vm999","rating":"1"}, "single");){kind=link}
“Since there are too many inquiries regarding this incident, so I believe I will need to take some time from the busy customer service to explain all the facts in this case. Of course this event really happened but some details are not as exactly as what vm999 remembered.
On 12th March vm999 ordered a box of Sennheiser RS170 from us and we shipped it on the same day with full tracking first class parcel to the US to him. On the next day the package was flying out to the US. On 15th the package arrived at the USPS facility at LOS ANGELES, CA 90052 according to the USPS online mail tracking information. But unfortunately it stuck there with no action from then. Then customer emailed on 23rd March to ask what is going on.
Since it is only 11 days after we mailed the package, we will need to wait for the 15th day before we can file a mail tracing to help to find it via the Hong Kong Post. In the meantime, we asked the customer to call up the USPS with the mail tracking number and see if they know what is going on and what can be done. But unfortunately that particular USPS agent on the phone is very unhelpful. Usually they will be able to help because it has entered the US and USPS has got records on it. If they do, the whole issue can be solved a lot faster.
Explained to the customer that we will need some time to get to the mail tracing. And because of post offices are slow it will need some more time to find it. Rest assure that USPS is not really bad that a first class parcel lost in transit is not usual. We will be able to locate it very soon.
On the 27th customer seems cannot understand that we will need wait until 15 days to file a mail tracing to the Hong Kong Post to help to find it , emailed to ask for a refund. As we just started to seek help from the Hong Kong Post, there is no update on the issue. And it has been too busy on other customer service problem, I forgot to email to him that there is no update just yet.
On the 30th customer emailed to ask for a reply and will force refund from credit card if there is no further information updated. Since there is a time difference from the two cities, when we get back to work on that day seeing the email, customer had already forced the refund from the credit card and hence there is some unnecessary charge from the bank.
We then going through Paypal to email customer that mail tracing needed some time to check and we are on the process.
On the next Monday April 2 the post office notified us that USPS found the package. Somehow they messed up and the package stood in some corner and never gets noticed. They ask us if they should continue to proceed to deliver. But since the customer had already forced the refund, we ask the package to return to us.
On 8 May, it returned back to us and sitting in the RMA corner now. All records can be found on both Hong Kong Post and USPS online mail tracking information.
Please understand that we will try our best to help our customers but sometimes when the customer services email are piling up, I will forgot to answer back and thought I did. I am sorry about that.
Johnny
AccessoryJack”