Complaint Review: 1200s.com DJPROAUDIO Inc.

1200s.com are liars, they have been pulling this for years, they ripped me off for $1500 dollars in 2001, I tried to get them to refund my account and they gave me the run around for months. I called law enforcement and they told me it was a civil matter that would need resolution in New York court. I was in college and did not have the time or the money to pursue that route. My advice to anyone who reads this report to STAY AWAY from them. Everything that I hear people say is true, they did the same thing, excuse after excuse after excuse, lie after lie after lie.

First and foremost, I do want to apologize to this customer for the delay with his order. However, he is stating information which is incorrect, and I am here to correct his statements. His order was placed on Jan 4, 2008, not in May as he claims. Yes, his order was charged about 10 days later, but this was because we had sold out of the item at the time of his order - we have a disclaimer on our site, stating that our inventory turns over very quickly, and if there is something that is not in stock, we will not charge a customer's credit card until it becomes available. (This is the first time I've heard of a customer complaining that he wasn't charged quick enough).

When we were told by the manufacturer that the part had been shipped to us, we charged his credit card. However, there was a delay on our part in finalizing his shipping, because at the time we were in the middle of a move, and all of our servers were down. This was all documented on the FRONT PAGE of our site (http://1200s.com/Store) - in very big text, it states THE BIG MOVE. We detail all the delays and issues we were experiencing because of the delays. During this time, there was confusion with communication between our sales staff and our shipping staff. Shipping had told sales that we had shipped the customer's order, and they would be emailing him tracking info shortly.

A few days had past, and the customer had complained that he still had not received tracking info, and upon further investigation, we found that shipping DID NOT ship out his order, because we did not receive the part from the manufacturer as we had originally been told. This was where the mix up began. Because our servers were down for most of this, we did not catch this error in time, and unfortunately the customer was told his order shipped by our sales department when it had not. Our Sales Manager IMMEDIATELY contacted the customer by phone and explained what had happened, and he seemed ok with it.

In exchange for the mix up, our manager told the customer he would refund his shipping charges (which was done immediately). The customer was fine with it. A few hours later, the customer had his tracking information, and his order was on it's way.

The shipment has since left our offices, and the package is currently in limbo @ Canadian customs. Once the package leaves our location, we are no longer responsible for it's delivery or transit. This responsibility now belongs to the shipping company, which in this case is the U.S. & Canadian Postal Services. If the customer cannot track the package on his end, then he is doing something wrong. We've tracked it numerous times, successfully through the USPS.com web site. Here is the tracking info so that you can track yourself: EV980794045US - http://www.usps.com as of Feb 12th the package was being held @ Canadian customs. There is probably a balance due on taxes for the shipment, which has not been paid. This is not our responsibility, this is the customer's responsibility.

Also, we are no longer dealing with this customer. We are dealing with his father instead. This leads us to believe that the customer is either under the age of 18, or is not capable of handling this situation himself other than going online and complaining to anyone who will listen. For him to post his experience with our company on this type of web site is unfair to us. He was not ripped off, he was not mistreated, and he was not scammed. He was inconvenienced which is why we refunded his shipping charges to make up for the delay. This was a $53 order, of which we refunded half his amount, losing out tremendously on this transaction.

Once again, I am very sorry for the confusion that occurred between our shipping and sales people, but this was not done on purpose for any reason. We were forthright with this customer, and have been in communication with his father throughout everything. Our sales manager even called yesterday to try and find out how we could help in getting this shipment out of customs and delivered to the customer. He then called the customer's father and informed him that the package was being held by customs, something which he was not aware of. Our job ends once the package leaves our location. If there is an issue with delivery, it is not our responsibility. However, we do take out insurance on all of our shipments, and we will work with our customers to try and resolve any problems with our shipping couriers. In addition, this was an international order, and there is absolutely NOTHING we can do once it leaves the U.S.

If anyone has any issues with our company, we have an open line of communication with our senior management. I encourage anyone to contact me directly and I will try and resolve your situation. We are not a big company, and cannot afford to have 1 bad apple among our customers, which is why we try and resolve each and every situation to accommodate our customers, such as we have with this person. All issues with our company are taken seriously. Here is my contact information should you need to reach me:

Davis Murcia
General Manager

Tel: 1.877.357.7677
Fax: 1.877.813.5298

DJ Pro Audio, Inc.
195 Morgan Ave
Brooklyn, NY 11237
www.djproaudio.com

First and foremost, I do want to apologize to this customer for the delay with his order. However, he is stating information which is incorrect, and I am here to correct his statements. His order was placed on Jan 4, 2008, not in May as he claims. Yes, his order was charged about 10 days later, but this was because we had sold out of the item at the time of his order - we have a disclaimer on our site, stating that our inventory turns over very quickly, and if there is something that is not in stock, we will not charge a customer's credit card until it becomes available. (This is the first time I've heard of a customer complaining that he wasn't charged quick enough).

When we were told by the manufacturer that the part had been shipped to us, we charged his credit card. However, there was a delay on our part in finalizing his shipping, because at the time we were in the middle of a move, and all of our servers were down. This was all documented on the FRONT PAGE of our site (http://1200s.com/Store) - in very big text, it states THE BIG MOVE. We detail all the delays and issues we were experiencing because of the delays. During this time, there was confusion with communication between our sales staff and our shipping staff. Shipping had told sales that we had shipped the customer's order, and they would be emailing him tracking info shortly.

A few days had past, and the customer had complained that he still had not received tracking info, and upon further investigation, we found that shipping DID NOT ship out his order, because we did not receive the part from the manufacturer as we had originally been told. This was where the mix up began. Because our servers were down for most of this, we did not catch this error in time, and unfortunately the customer was told his order shipped by our sales department when it had not. Our Sales Manager IMMEDIATELY contacted the customer by phone and explained what had happened, and he seemed ok with it.

In exchange for the mix up, our manager told the customer he would refund his shipping charges (which was done immediately). The customer was fine with it. A few hours later, the customer had his tracking information, and his order was on it's way.

The shipment has since left our offices, and the package is currently in limbo @ Canadian customs. Once the package leaves our location, we are no longer responsible for it's delivery or transit. This responsibility now belongs to the shipping company, which in this case is the U.S. & Canadian Postal Services. If the customer cannot track the package on his end, then he is doing something wrong. We've tracked it numerous times, successfully through the USPS.com web site. Here is the tracking info so that you can track yourself: EV980794045US - http://www.usps.com as of Feb 12th the package was being held @ Canadian customs. There is probably a balance due on taxes for the shipment, which has not been paid. This is not our responsibility, this is the customer's responsibility.

Also, we are no longer dealing with this customer. We are dealing with his father instead. This leads us to believe that the customer is either under the age of 18, or is not capable of handling this situation himself other than going online and complaining to anyone who will listen. For him to post his experience with our company on this type of web site is unfair to us. He was not ripped off, he was not mistreated, and he was not scammed. He was inconvenienced which is why we refunded his shipping charges to make up for the delay. This was a $53 order, of which we refunded half his amount, losing out tremendously on this transaction.

Once again, I am very sorry for the confusion that occurred between our shipping and sales people, but this was not done on purpose for any reason. We were forthright with this customer, and have been in communication with his father throughout everything. Our sales manager even called yesterday to try and find out how we could help in getting this shipment out of customs and delivered to the customer. He then called the customer's father and informed him that the package was being held by customs, something which he was not aware of. Our job ends once the package leaves our location. If there is an issue with delivery, it is not our responsibility. However, we do take out insurance on all of our shipments, and we will work with our customers to try and resolve any problems with our shipping couriers. In addition, this was an international order, and there is absolutely NOTHING we can do once it leaves the U.S.

If anyone has any issues with our company, we have an open line of communication with our senior management. I encourage anyone to contact me directly and I will try and resolve your situation. We are not a big company, and cannot afford to have 1 bad apple among our customers, which is why we try and resolve each and every situation to accommodate our customers, such as we have with this person. All issues with our company are taken seriously. Here is my contact information should you need to reach me:

Davis Murcia
General Manager

Tel: 1.877.357.7677
Fax: 1.877.813.5298

DJ Pro Audio, Inc.
195 Morgan Ave
Brooklyn, NY 11237
www.djproaudio.com

First and foremost, I do want to apologize to this customer for the delay with his order. However, he is stating information which is incorrect, and I am here to correct his statements. His order was placed on Jan 4, 2008, not in May as he claims. Yes, his order was charged about 10 days later, but this was because we had sold out of the item at the time of his order - we have a disclaimer on our site, stating that our inventory turns over very quickly, and if there is something that is not in stock, we will not charge a customer's credit card until it becomes available. (This is the first time I've heard of a customer complaining that he wasn't charged quick enough).

When we were told by the manufacturer that the part had been shipped to us, we charged his credit card. However, there was a delay on our part in finalizing his shipping, because at the time we were in the middle of a move, and all of our servers were down. This was all documented on the FRONT PAGE of our site (http://1200s.com/Store) - in very big text, it states THE BIG MOVE. We detail all the delays and issues we were experiencing because of the delays. During this time, there was confusion with communication between our sales staff and our shipping staff. Shipping had told sales that we had shipped the customer's order, and they would be emailing him tracking info shortly.

A few days had past, and the customer had complained that he still had not received tracking info, and upon further investigation, we found that shipping DID NOT ship out his order, because we did not receive the part from the manufacturer as we had originally been told. This was where the mix up began. Because our servers were down for most of this, we did not catch this error in time, and unfortunately the customer was told his order shipped by our sales department when it had not. Our Sales Manager IMMEDIATELY contacted the customer by phone and explained what had happened, and he seemed ok with it.

In exchange for the mix up, our manager told the customer he would refund his shipping charges (which was done immediately). The customer was fine with it. A few hours later, the customer had his tracking information, and his order was on it's way.

The shipment has since left our offices, and the package is currently in limbo @ Canadian customs. Once the package leaves our location, we are no longer responsible for it's delivery or transit. This responsibility now belongs to the shipping company, which in this case is the U.S. & Canadian Postal Services. If the customer cannot track the package on his end, then he is doing something wrong. We've tracked it numerous times, successfully through the USPS.com web site. Here is the tracking info so that you can track yourself: EV980794045US - http://www.usps.com as of Feb 12th the package was being held @ Canadian customs. There is probably a balance due on taxes for the shipment, which has not been paid. This is not our responsibility, this is the customer's responsibility.

Also, we are no longer dealing with this customer. We are dealing with his father instead. This leads us to believe that the customer is either under the age of 18, or is not capable of handling this situation himself other than going online and complaining to anyone who will listen. For him to post his experience with our company on this type of web site is unfair to us. He was not ripped off, he was not mistreated, and he was not scammed. He was inconvenienced which is why we refunded his shipping charges to make up for the delay. This was a $53 order, of which we refunded half his amount, losing out tremendously on this transaction.

Once again, I am very sorry for the confusion that occurred between our shipping and sales people, but this was not done on purpose for any reason. We were forthright with this customer, and have been in communication with his father throughout everything. Our sales manager even called yesterday to try and find out how we could help in getting this shipment out of customs and delivered to the customer. He then called the customer's father and informed him that the package was being held by customs, something which he was not aware of. Our job ends once the package leaves our location. If there is an issue with delivery, it is not our responsibility. However, we do take out insurance on all of our shipments, and we will work with our customers to try and resolve any problems with our shipping couriers. In addition, this was an international order, and there is absolutely NOTHING we can do once it leaves the U.S.

If anyone has any issues with our company, we have an open line of communication with our senior management. I encourage anyone to contact me directly and I will try and resolve your situation. We are not a big company, and cannot afford to have 1 bad apple among our customers, which is why we try and resolve each and every situation to accommodate our customers, such as we have with this person. All issues with our company are taken seriously. Here is my contact information should you need to reach me:

Davis Murcia
General Manager

Tel: 1.877.357.7677
Fax: 1.877.813.5298

DJ Pro Audio, Inc.
195 Morgan Ave
Brooklyn, NY 11237
www.djproaudio.com

We did not REFUSE to return his phone calls. We have spoken to the customer and his father on many occasions. Our Sales Manager has been in contact with the customer's father, trying to help by finding out the reason why customs is holding the package for so long.

- DM.

I know exactly who this customer is, and he has provided incorrect information. First, his order was received on Jan 3rd, not May 4th - major difference there. His credit card was not processed because we did not have the part in stock, as we had sold out of the item. Once we were told the part was shipping to us, we finalized his order and charged his credit card. Yes, there was a mix up with his order at this point, as during this time we were in the middle of moving. Our shipping department had told us that the part had arrived and was ready to be shipped out. The customer was then informed that we would be shipping out his order, and that tracking information would be emailed to him.

A few days had past, and no tracking information was sent to the customer. Upon further investigation, we had realized that this part had not arrived and therefor his order had not shipped, and because our servers were down during the move, we were not able to detect this error in shipping until the customer had been told it had been shipped. Yes, this was our fault, and we take full responsibility for the mis-communication with the customer and the fact that he was told his order had shipped.

This by NO MEANS was done to lie to the customer. Nor an attempt to rip him off. His order total was $53.89 - hardly an amount to jeopardize our business by 'stealing' from him. Yes, there was a mistake between our shipping department and our sales staff. Nothing more. Once the mistake was discovered we immediately dispatched his order via U.S.P.S. International Express Mail, and provided a full refund on his shipping charges ($25.90). In addition, as listed on our the front page of our web site - we have informed all of our customers that there is a delay on all shipments due to the move, and the site is regularly updated with the latest information on the move:


http://1200s.com/Store/a9/THE_BIG_MOVE!/article_info.html


As for the customer not being able to track the package, here is his tracking information - traceable via the United States Postal Service's web site - TR #EV980794045US - go ahead and track it yourself - http://usps.com. You will see that the parcel is being held by customs. We have no control over a shipment once it leaves our location. More than likely the parcel is being held by customs because there are taxes due on the shipment. That is not our responsibility.

I do want to personally apologize to the customer, and let him know that YES there was a mistake in communication with our shipping department, and other than that, we have been forthright in all of our communication with him. We are no longer dealing with the customer directly, instead we are now dealing with his father. So, this leads me to believe that either this person is under the age of 18 or is not capable of resolving this situation on his own. Also, I don't believe posting this experience on this type of web site is appropriate, since he was not 'ripped-off' in any way, shape, or form by our company. Yes, he was inconvenienced, and for that I am deeply sorry. However, a full refund of his shipping charges was completed when the mistake was discovered, to make up for this delay.

Any questions, comments or concerns regarding our company can be addressed to:

Davis Murcia
COO, General Manager
DJ Pro Audio, Inc.
www.djproaudio.com
www.1200s.com

195 Morgan Ave
Brooklyn, NY 11237

Tel: 1.877.357.7677
Fax: 1.877.813.5298