Complaint Review: Cheaperthandirt.com

Having been a retail manager and supervisor, I got to say that the policy has always been that the customer is right.  Granted, it can be a bitter pill to swallow, but that's the way life is for a business in this day and age of high competition with a very tight economy.  I don't feel I was encouraged at all in buying from cheaperthandirt.com by this review, and the response by the customer service rep has totally discouraged me.  Face it, customers get angry when they have to jump through hoops to get what they want.  Adding additional shipping fees only enrages them that much more.  And when those fees are attached without any previous indication that they are going to be totally explains why this customer was so infuriated.  And yes, some customers simply feel they are entitled to fair compensation.  Rightfully so, as any Attorney General will attest.  So to say the customer is wrong--well, it's wrong.  They are the bread and butter that keeps small businesses, particularly the ones on the internet, in the dough. 

So, having said that, cheaperthandirt.com should have not only given the customer a 'gracious' refund in every way, but an apology as well and perhaps an additional discount to encourage the offended customer to buy and spread the word to his friends, who are also likely adamant gun-users and would add even more to future sales for the company.  Realize this, word of mouth is ten times more valuable than all the discounts in the world.  As a consumer, I check all the reviews prior to buying online or in a store.  I want to know if the company has a decent reputation before I put my bucks into their care.  Right or wrong, the business stands to lose.  My husband already contacted me from his work and said he's not interested now in purchasing from cheaperthandirt.com due to the negative reviews, despite his friend's recommendation.  So guess what?  We are going to spend our $300. at Walmart instead.  It may cost a little more, but at least we won't be harassed if something goes wrong.  Think about that the next time you choose to 'attack' your consumer.  Not a good selling point at all.  Also, it's $300. less that you got from us.  Remember who keeps you in work, and why.  That's the best advice of all.

I came to this site as I was interested in ordering something from cheaperthandirt.com.  I just wanted to say that reading the complaint did not make me want to not order from them, however, the unprofessional manor in which the customer service rep replied to this customers problem defintely did !  Glad I came to this site and saw what unprofessional employees they have working for them.  And to the "customer service rep of 24 years"  You are the one that needs to "get over yourself".  Use some manners and how about don't type in all caps !  It ruins any credibility you have, not to mention, clearly not customer service oriented. 

You have obviously decided that YOU ARE NOT WRONG. As a customer support rep of 24 years experience - I know for a fact there is no pleasing you. YOU HAVE DECIDED ONLY YOU ARE CORRECT and anyone else who does not agree with you is the enemy.. GET OVER YOURSELF!


To Kevin - the sales manager. Although I understand your reasons for allowing Reservation Rewards to "advertise" on your website.

YOU MUST STOP ALLOWING RESERVATION REWARDS FROM USING YOUR SITE TO ACTUALLY SIGN PEOPLE UP! This SHOULD NOT BE a part of the ordering process.

They can provide a link that your customers can use IF THEY CHOOSE to go directly to the Reservation Rewards website and let them do it themselves.

Reservation Rewards in just another of many WORTHLESS MEMBERSHIP programs that no one wants. In most cases the membership fees eat whatever savings they may get from the program. Not to mention that with today's economy do not need to waste money on membership fees.

When you allow them to include signing up as part of the ordering process on YOUR WEBSITE- you ruin YOUR OWN CREDIBILITY AS A RETAILER!


And as most people are basically lazy and do not take the time to read everything that they should be paying attention to, it is up to you the retailer to follow the KISS principle KEEP IT SIMPLE AND STUPID!

The company will first credit back all the charges to this persons account. Based on that they the retailer sent it after it was canceled it is their problem not the customer.Then cheaperthandirt.com should notify the customer that the account has been credited and enclose a postage paid pick up label for it's return and send it registered return receipt, USPS or other. And offer an apology in the letter, or if it was me I would just credit the account total of all charges and forget what you sent, your call.

Then the customer should check to see if all the credits are on their account. If not post this as an update here. If all the credits are their and the customer was sent a paid return postage sticker then call and have it picked up. Then update here that you have done so.

Note: If cheaperthandirt.com won't do this file a complaint with the Attorney General
of your state they will work with you.

In closing I will share how I ended up on the site today and I'm a past member of it. I have bought several things over the years from cheaperthandirt.com and the price was good and product was good but shipping + was high in my opinion, but my choice.

But today I punched in cheaperthandirt.com on google and it popped up and I clicked on it and when it opened it ask me if I wanted this service for computer problems, is your computer running slow?? I was very supprised I did not check yes or no I clicked to drop the page and it started loading so I shut my computer off. I was not sure if there site was hacked or what.

Then I typed in cheaperthandirt.com in the address bar and same thing happened again. I had this problem once before with another company not cheaperthandirt.com same situation and it caused much damage to my computer system and I spend a bunch of money to fix. My Son is in this business so I now have a protected network and anti virus program always running. I have a system check going as I type right now. I'm afraid to go back and visit the site so maybe respond on this issue?

I would like to shop with you again but not if these kinds of things are going on. I understand shipping is costly and your prices are good but maybe a little drop in shipping might me helpful for your longer term growth. No one wants these tricky selling things when ordering, I can tell you that it will cost you much business in the longer run by doing this.

Thanks, -Redman

He didn't just "charged me incorrectly", he Charged me illegally...which he won't admit on or off-line.
(1)I canceled my order
(2)He ACKNOWLEDGED my cancellation
(3)He then added extra $2 to each of the 2 items
(4)Shipped the stuff against a NON existing order
(5)Then charged my account WITHOUT AUTHORIZATION
(6)And refusing to admit wrong doing
(7)Now he wants me to send the stuff back to him
(8) How cleaver! If I send them back, I'd be out BOTH my money AND the merchandise!
(9) With his track record of lies and deception, I may send them back when I see the sulphur pit freeze over!
(10) BEWARE OF Cheaper Than Dirt.

"Andrew" obviously has a drastically different recollection of the events that occurred. If he truly feels he was charged incorrectly, my offer still stands. He can send the items back at our expense and I will issue him a full refund.

Reply to the rebuttal from Cheaper Than Dirt's employee;

His 1st paragraph: Totally UNTURE. He does not know what he is talking about.

His 2nd paragraph: Also totally UNTRUE. Cheaper than dirt did NOT inform me about adjusting the price if I canceled the membership. Why would they? They knew that I had canceled BOTH the Buying Club Membership AND the order. Duh! But knowing that I had already canceled my order, they RECALCULATED the prices ($2 per item higher), stated that they did that on the shipping invoice, and shipped the items and CHARGED MY ACCOUNT AFTER I HAD CANCELED THE ORDER. Who does not know that when an order is canceled, the authorization to charge the account is also canceled automatically? That is THEFT. That is a DISHONEST ACT. It is illegal. It is Internet FRAUD. But knowing that no one is going to sue them over $53.39, they know they can get away with it, so they did it.

His 3rd paragraph: For a Sales Manager, he sure doesn't know what goes on in his store! He is so mixed up on what actually happed, it's funny! There was no 2nd order. I did not place the 2nd order because by pressing the ORDER button, it would also have enrolled me to another $10 per month NASCAR membership. So I never placed a 2nd order, so they didn't know about it. The only reason he mentioned a second order is because I told him about canceling it before pressing his ORDER button on account of my objection of being automatically enrolled in a NASCAR membership for $10 per month! That's how he knew. Secondly they KNEW that I canceled my ONE-AND-ONLY order BEFORE shipping it.

His 4th paragraph: Is this guy for real? Maybe this guy can't read English either! Again, I had one (1) merchandise order (not 2) and I bought a Buying Club membership. When I canceled both, a reasonable person would understand that both meant the one-and-only merchandise order and the other item which is the club membership. He didn't even know about the non-existing second order until much later when I mentioned it.

His last paragraph: The fact that they recalculated and charged me the higher prices PROVED that they know that I had canceled my order. The fact that they illegally charged my account AFTER I had canceled both the order and buying club membership PROVED that Cheaper Than Dirt is manipulative and lacking in honesty, integrity and business ethics.

Because they charged my account AFTER I had already canceled the order, I had to close that account (a great inconvenience and aggravation) in order to prevent them from illegally charging my account again, for the reason that if they did it once, they could do it again. If a company ships something to someone WITHOUT a valid order, that company is sending the merchandise as a gift and therefore a total refund of what they charged is due. They have my address. If they want to do the right thing, show good will or good faith, let them send me a check for it. On the other hand, they took my money - $2 per item more than they should have - so I've already PAID for the stuff. But do I trust them to return my money IF I send the items back to them, after this much aggravation and my time wasted?

Again, I am not telling you not to buy from Cheaper Than Dirt. It depends on how much time you want to waste, the aggravation, the hassle and being charged illegally you want to put up with. The risk you're willing to take is up to you.

I am the Sales Manager that spoke to "Andrew" and I felt it was important to reply to his dispute. Like a lot of online companies, we allow third party vendors to advertise on our website. We do not arbitrarily enroll consumers into any program whether it be through Cheaper Than Dirt or a third party. In order to take advantage of the Reservation Reward program, the customer has to acknowledge several times that they agree to their terms and policies. We also don't have a link on our website at all with NASCAR.

When we received the customers email with the subject, Order Cancel (all) Order Number 7227425, we canceled all of the items on the order he referenced. The Cancel (all)' is an option that we have on our website to cancel all of the items on an order. When we replied to him that we canceled all of the items on that order (which included the Buyer's Club membership) we also indicated that doing so would adjust the prices on his other order.

He obviously received that message but decided not to say his intention was to cancel the second order as well until after he received the package. He then sent an email saying he wanted to cancel that order as well. We replied and apologized for the misunderstanding and stated that we would pay for him to send the items back for a full refund. He refused to send the items back even at our expense but still wanted a refund.

I called him to see why he felt this was not a fair resolution and he immediately asserted that our customer service rep couldn't read English. He also said I must not have read all of the emails because he said he wanted to cancel both orders. I at no time tried to or had an opportunity to monopolize the conversation. As soon as I told him I didn't feel it was reasonable to give him the items for free he hung up on me. I am still willing to give him a full refund for the order if he is open to sending the items back.

I am happy to say we have hundreds of customers successfully place orders online with us every day. When issues do arise we don't hesitate to create a win-win situation for both parties. The offer is still available to "Andrew" to resolve this issue amicably.

I am the Sales Manager that spoke to "Andrew" and I felt it was important to reply to his dispute. Like a lot of online companies, we allow third party vendors to advertise on our website. We do not arbitrarily enroll consumers into any program whether it be through Cheaper Than Dirt or a third party. In order to take advantage of the Reservation Reward program, the customer has to acknowledge several times that they agree to their terms and policies. We also don't have a link on our website at all with NASCAR.

When we received the customers email with the subject, Order Cancel (all) Order Number 7227425, we canceled all of the items on the order he referenced. The Cancel (all)' is an option that we have on our website to cancel all of the items on an order. When we replied to him that we canceled all of the items on that order (which included the Buyer's Club membership) we also indicated that doing so would adjust the prices on his other order.

He obviously received that message but decided not to say his intention was to cancel the second order as well until after he received the package. He then sent an email saying he wanted to cancel that order as well. We replied and apologized for the misunderstanding and stated that we would pay for him to send the items back for a full refund. He refused to send the items back even at our expense but still wanted a refund.

I called him to see why he felt this was not a fair resolution and he immediately asserted that our customer service rep couldn't read English. He also said I must not have read all of the emails because he said he wanted to cancel both orders. I at no time tried to or had an opportunity to monopolize the conversation. As soon as I told him I didn't feel it was reasonable to give him the items for free he hung up on me. I am still willing to give him a full refund for the order if he is open to sending the items back.

I am happy to say we have hundreds of customers successfully place orders online with us every day. When issues do arise we don't hesitate to create a win-win situation for both parties. The offer is still available to "Andrew" to resolve this issue amicably.

I am the Sales Manager that spoke to "Andrew" and I felt it was important to reply to his dispute. Like a lot of online companies, we allow third party vendors to advertise on our website. We do not arbitrarily enroll consumers into any program whether it be through Cheaper Than Dirt or a third party. In order to take advantage of the Reservation Reward program, the customer has to acknowledge several times that they agree to their terms and policies. We also don't have a link on our website at all with NASCAR.

When we received the customers email with the subject, Order Cancel (all) Order Number 7227425, we canceled all of the items on the order he referenced. The Cancel (all)' is an option that we have on our website to cancel all of the items on an order. When we replied to him that we canceled all of the items on that order (which included the Buyer's Club membership) we also indicated that doing so would adjust the prices on his other order.

He obviously received that message but decided not to say his intention was to cancel the second order as well until after he received the package. He then sent an email saying he wanted to cancel that order as well. We replied and apologized for the misunderstanding and stated that we would pay for him to send the items back for a full refund. He refused to send the items back even at our expense but still wanted a refund.

I called him to see why he felt this was not a fair resolution and he immediately asserted that our customer service rep couldn't read English. He also said I must not have read all of the emails because he said he wanted to cancel both orders. I at no time tried to or had an opportunity to monopolize the conversation. As soon as I told him I didn't feel it was reasonable to give him the items for free he hung up on me. I am still willing to give him a full refund for the order if he is open to sending the items back.

I am happy to say we have hundreds of customers successfully place orders online with us every day. When issues do arise we don't hesitate to create a win-win situation for both parties. The offer is still available to "Andrew" to resolve this issue amicably.

I am the Sales Manager that spoke to "Andrew" and I felt it was important to reply to his dispute. Like a lot of online companies, we allow third party vendors to advertise on our website. We do not arbitrarily enroll consumers into any program whether it be through Cheaper Than Dirt or a third party. In order to take advantage of the Reservation Reward program, the customer has to acknowledge several times that they agree to their terms and policies. We also don't have a link on our website at all with NASCAR.

When we received the customers email with the subject, Order Cancel (all) Order Number 7227425, we canceled all of the items on the order he referenced. The Cancel (all)' is an option that we have on our website to cancel all of the items on an order. When we replied to him that we canceled all of the items on that order (which included the Buyer's Club membership) we also indicated that doing so would adjust the prices on his other order.

He obviously received that message but decided not to say his intention was to cancel the second order as well until after he received the package. He then sent an email saying he wanted to cancel that order as well. We replied and apologized for the misunderstanding and stated that we would pay for him to send the items back for a full refund. He refused to send the items back even at our expense but still wanted a refund.

I called him to see why he felt this was not a fair resolution and he immediately asserted that our customer service rep couldn't read English. He also said I must not have read all of the emails because he said he wanted to cancel both orders. I at no time tried to or had an opportunity to monopolize the conversation. As soon as I told him I didn't feel it was reasonable to give him the items for free he hung up on me. I am still willing to give him a full refund for the order if he is open to sending the items back.

I am happy to say we have hundreds of customers successfully place orders online with us every day. When issues do arise we don't hesitate to create a win-win situation for both parties. The offer is still available to "Andrew" to resolve this issue amicably.