Pianosuperstore.com ASAPH Music And Tech. improper shipping and refusal for shipping refund Rutherfordton North Carolina
I ordered a piano from the Pianosuperstore.com AKA ASAPH Music and Tech online. They sent me the wrong piano and it was damaged due to improper packaging - they used a cardboard box and styrofoam to ship the piano and then tried to blame us and Fed-Ex for the damage.The piano was damaged when we unpacked it.
We took pictures and sent them to the pianosuperstore who originally stated they would refund our money for the piano and shipping - after offering to replace the piano, which we refused.
With all the hassel of trying to get ahold of someone - the customer service is extremely poor- we decided to opt for the refund.
That only came after 2 weeks of fighting despite them agreeing to refund the money for the piano. They also agreed to refund the money for the shipping since the wrong piano was sent and it was damaged. However, they never refunded the shipping cost.
After 2 weeks of avoiding my calls, I charged back my credit card and filed a report with the BBB. I still have not heard from them but they state in the response to the better business bureau complaint that it states on their website that customer satisfaction is guarenteed (does not seem that way to me) and shipping is NEVER refunded.
Beware - don't touch this company with a 10 foot pole.
Lynn
henderson, Nevada
U.S.A.
1 Updates & Rebuttals
John
Ruterfordton,North Carolina,
U.S.A.
Response to Lynn Romano post on
#2REBUTTAL Owner of company
Mon, June 04, 2007
Mrs. Romano purchased a piano from our web site on 03/22/07. In buying a piano from our site we require the buyer to read our return policy, and satisfaction guarantee policy and sign before they are able to check out. In short the policy and terms of the sale state that if the buyer is not happy for any reason we will refund the cost of the piano minus the shipping/delivery charge. It also states that exchanges are FREE. Which means if the constumer wants a piano, but if the piano that was sent is the wrong color, size, type, or any other reason we will exchange it for another for FREE. We also encourage our clients not to use Fed Ex for having their piano shipped, but use Wilcom Leasing, or MyPianoMove.com for their delivery needs. This was communicated in writing and over the phone when speaking with Mrs. Lynn Romano.
Mrs. Romano insisted on using Fed Ex as their delivery time would be faster. The problem with using Fed Ex as we explained is they are not professional piano movers, they are not careful, and they will not deliver and set the piano up in your home. She still insisted on using them rather than a piano mover because they are faster. When the piano arrived it was damaged out of the crate. Even though Fed Ex refused to pay for the piano damage we offered to exchange it for FREE. She insisted on a refund, which is no problem, but the shipping charges of shipping the piano to her would have to remain. The shipping charges for us picking up the piano we paid for.
Mrs. Romano has filed a case with the BBB in which we participated and asked for arbitration. She refused arbitration. We have offered an upgrade of model on her piano and have it shipped for FREE. She has refused. We have offered more in trying to earn her satisfaction then the terms of sale agreement she signed offers.
We on average distribute more than 50 pianos per month. Our online transactions from our site are bonded with Liberty Mutual. We are also a member of the BBB, Square Trade, and offer a 100% satisfaction with all of our purchases. The biggest frustration our clients will have with us is having a piano shipped, moved, and delivered across the US is sometimes slow when using professional piano movers. That being said if the buyer is willing to wait they will receive a piano free of damage, and save thousands of dollars compared to what a retail store will offer. The question we alway's ask to our potential buyer is this. Which is worth more, your money or your time? If you have to have the piano imediately then shop local. Yes you will pay 50% more, but the piano will be there in a week. If you want to save thousands of dollars and can wait on the delivery, then we can help. Mrs. Romano wanted to enjoy our savings, and try to have the piano imediately via Fed Ex. Sometimes Fed Ex works out, and sometimes it does not. We try to be fair, and think we have been in this case.