DJDeals.com horrible experience, did not get complete order, no response to emails Internet
I ordered 2 Stanton st-150 turntables and a pair of Stanton Groovemaster needles from djdeals.com 11 days ago. I payed for rush order processing which should mean that anything not in stock get's shipped the same business day if the order was placed before noon on that day (I ordered around 1am). 2 days later I received the turntables in original, sealed stanton boxes. According to UPS there were only 2 packages in the shipment.
I sent an email 6 days ago inquiring the status of the needles, and the same day someone cc'd me on an email to someone else in the company asking for the status. There was no response. The next day i sent another email asking what the status was. Again, the same person cc'd me on another email to the same third person (probably in the warehouse).
I sent a strongly worded, but not (in my opinion) rude email which i have included below:
"It has now the 4th day since I asked why I have not received the rest of my order, and I haven't even gotten an answer, let alone my purchase. Why have I not gotten an answer on this? I ordered these needles 8 days ago with rush order processing, and can't even find out if they've been shipped. I should not have to get back in touch with you every day to check on the status. Someone should be contacting me to tell me what's going on, and should have the FIRST day I inquired why I had not received them. I will probably never order with you again as it is, so how about at least TRYING to change that with some responsive customer service?
I ordered and paid a pair of Stanton Groovemaster needles. I would like to be contacted by someone directly in a supervisory role, either by phone at ###-###-#### or by email from their own email address(not mailto:info@djdeals.com) to talk about what is going to be done to get these to me as quickly as possible.
Thank you"
That was 2 days ago. Now I get no response whatsoever. Yesterday I started sending them messages over the course of the day reading as follows:
"It is now the 6th day since I inquired about my missing groovemaster needles and the 11th since I ordered them. Where are my needles? Have they been shipped? My order was google checkout order number ###############. I am going to email this info and question repeatedly until I get a real answer."
I have sent this email 56 times and have received no response. Sure, sending it repeatedly is rude and bordering on spam, but not nearly as rude as stealing $130 from a possible repeat customer. Basically, I asked for a supervisor and they started 100% ignoring me.
I have never had such a terrible experience with an online vendor and will never buy from them again.
Ryan
Philadelphia, Pennsylvania
U.S.A.
1 Updates & Rebuttals
Slave2zeros
Philadelphia,Pennsylvania,
U.S.A.
Vendor credited me for missing product
#2Author of original report
Wed, May 20, 2009
So, after 6 days of no response to many emails I sent inquiring what the status of he rest of my order, I received an email from someone at DJDeals.com stating that my card had been credited for the needles. Now, mind you, I didn't ask for credit, but...I'd rather take my business elsewhere, so I guess that will be sufficient. The rep had spoken to Stanton who said they did not ship because the needles were not in stock. It took 6 days to get an answer. All they had to say was "We're waiting to hear back from Stanton, and we'll let you know as soon as we find out." I just wanted some customer service. If I have to wait, TELL ME I'm waiting, don't simply not respond to my requests. So, still terrible customer service, but now at least I know that part of the issue was with unresponsiveness on the part of Stanton, but I should have been kept in the loop.
DJDeals offers great prices because they have low overhead (read, too few employees), but there's no reason they can't deal with customer service issues quickly within normal business hours. They should get someone to come in and do some service design surrounding their process.