MountainBlack.com BACK2MOUNTAIN took the payment but did not deliver the purchase Internet
History -
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1. original order for ice-axe 75cm placed on 7-Mar-2010 order # 1793 I received order 1793 on 12 Mar. But it was wrong item - I received 65cm length instead.
I sent back return (at my expense) which MountainBlack received (confirmed with receipt acknowledged) on Mar 15-th.
MB send me a message which says they did sent. quote:
"Date: Mon, 15 Mar 2010 20:05:26 -0600 From: Mountainblack Customer Care <cc@mountainblack.com> Subject: RE: iceaxe question
Hello Alexander,
Thank you for your return, All our apology for this trouble, we have all ready reorder a right item for you, The delay for this item is : 14 day ( business day) before shipping. You going to receive an email with all shipping detail when we do this shipment. However if you have any questions or concerns please feel free to contact us. Best Regard. MountainBlack Customer Care"
However MB did not shipped replacement order until 16th of Apr. I had to call the to remind to ship replacement order! on 6-apr-2010, I checked with MB and they re-submitted and re-shipped as new replacement order # 1886 on April 16.th (shipped)
but as of today May 10-th - no ice axe, still, no money, no apologize no workaround.
I made a BP a Proposal - BM whould immediately send me a new item this time with 2-day delivery (DHL,Fedex). or BM will return me my money by wire now. - paypal to my email will do. From my side, if I ever receive the original order 1886 - I will send it back to return center again.
MountainBlack did not take my proposal - instead they told me - it is all my fault, I shold buy insurance for the order when it is shipped. Great! - but it where them who shipped the order which got lost. Besides it was them who send the wrong item in a first place! De-fact - here I am no money, and no item.
Do not deal with MountainBlack!
1 Updates & Rebuttals
Lavida
Denver,Colorado,
U.S.A.
Mountainblack
#2UPDATE Employee
Wed, May 12, 2010
We were very concerned regarding your order, we value each and every one of our customers. What this all comes down to is U.S. customs. Please check with your local post office as this is where most mailing issues fall on; the item was sent. If you have yet to receive it we apologize but it was shipped to you. And if you do not contact us how would we know there is still a lingering issue? There is no possible way we would know. We in fact did not blame this situation on you; we simply stated that there are a lot of issues as far as delivery when you choose standard delivery. We take full responsibility in the shipment of the wrong item we do not however take responsibility for your lack of communication. There is always resolution to every problem please feel free to contact us so we can solve this debacle.