- Report: #164312
Complaint Review: inlandescape.com inlandelectronics.com - Silver City New Mexico
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Author Confirmed
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inlandescape.com inlandelectronics.com
109 1/2 South Bullard St Silver City, 88061 New Mexico, U.S.A.
Phone:
800-497-3904
Web:
N/A
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inlandelectronics.com ripoff bait and switch on shipping Silver City New Mexico
ATTN: for immediate e-mail broadcast
I have received credit from my credit card company; I have also filed a complaint with the BBB and have downloaded the forms from the New Mexico Attorney General which I plan to file this weekend. You should find a new place to work as this company has no future as it does not understand without customers there is no company. GOOD DAY AND GOOD BYE
-----Original Message-----
From: Louis
Sent: Wednesday, November 09, 2005 2:16 PM
To: Inland Customer Service
Cc:
Subject: Re: RE: RE: order yhst-88664166537829-6118
Brian, 1st I e-mailed customer BEFORE placeing my order and was assured you could/would ship on my account. 2nd I did not CHOOSE any shipping it was automaticly added. 3rd when I got the order confirmation I e-mailed customer service again and was assured it would ship on my account. When I receive no comfirmation after a week I was told my order was on back order "sorry we should have notified you" . I am now considering fileing a complaint with the BBB and the AG for your bait and switch tactics. Your next response will determine my next action.
Louis
----- Original Message -----
From: Inland Customer Service
Date: Wednesday, November 9, 2005 1:33 pm
Subject: RE: RE: order yhst-88664166537829-6118
To: Louis
Louis,
I apologize that the warehouse made a mistake and did not follow your "notes" to charge your shipping to your FedEx account. When you placed the order you picked ground shipping and it added 18.68 to the order for ground shipping as you were placing your order. When you choose ground the order is coded for ground shipping. You agreed to pay the 18.68 along with the price for the product at time of purchase, the system added it up for you after you chose ground shipping. But we shipped it to you via ground as the order requested. We only charged you for ground shipping. We did not charge you more than you agreed to on the original order. Again I apologize for them not catching the notes but we did not charge you for any service not provided or requested.
Thank you,
Brian
www.inlandescape.com
www.inlandelectronics.com
________________________________
From: Louis
Sent: Wed 11/9/2005 2:34 PM
To: Inland Customer Service
Cc:
Subject: Re: RE: order yhst-88664166537829-6118
Cathy, I received my order yesterday finally and would like to offer you another chance to remove the $18.68 from my credit card. This order was susposed to be shipped on my account 2 day air you shipped it ground on your account. If you refuse to credit my bill, I will have to contest the charges with my credit card company.
Louis
----- Original Message -----
From: Louis
Date: Thursday, November 3, 2005 2:48 pm
Subject: Re: RE: order yhst-88664166537829-6118
To: Inland Customer Service
Cathy, So let me get this straight, After taking over TWO WEEKS to ship my order and after I asked Twice AND was ASSURED you would you would use my account. You are now going to CHARGE ME for YOUR MISTAKE! You obviously have no concept of customer service or
how to earn repeat business! Good Day
----- Original Message -----
From: Inland Customer Service
Date: Thursday, November 3, 2005 12:07 pm
Subject: RE: order yhst-88664166537829-6118
To: "Louis A."
Mr. *******,
We wanted to let you know that we did not charge your FedEx account due to the fact that there was an accidental error made in our shipping Department and the charge was made to our FedEx account.We've incurred the charge so therefore we had to charge you. Please accept our sincere apologies for not billing the Shipping per the method you had requested.If you have any concerns, please feel free to contact us.
Sincerely,
Cathy
www.inlandescape.com
www.inlandelectronics.com
From: Louis A.]
Sent: Thu 11/3/2005 4:55 PM
To: Inland Customer Service
Subject: order yhst-88664166537829-6118
Live Support Message Delivery:
Why am I paying $18.68 shipping when you shipped it on MY FEDEX account? (see below) Please remove the $18.68 from my bill.
Thank
You, Louis
Shipped)
FedEx Tracking Number:
436358730294741 Subtotal 61.50
Shipping 18.68
Tax 0.00
Total 80.18
Louis
Anchorage, Alaska
U.S.A.
I have received credit from my credit card company; I have also filed a complaint with the BBB and have downloaded the forms from the New Mexico Attorney General which I plan to file this weekend. You should find a new place to work as this company has no future as it does not understand without customers there is no company. GOOD DAY AND GOOD BYE
-----Original Message-----
From: Louis
Sent: Wednesday, November 09, 2005 2:16 PM
To: Inland Customer Service
Cc:
Subject: Re: RE: RE: order yhst-88664166537829-6118
Brian, 1st I e-mailed customer BEFORE placeing my order and was assured you could/would ship on my account. 2nd I did not CHOOSE any shipping it was automaticly added. 3rd when I got the order confirmation I e-mailed customer service again and was assured it would ship on my account. When I receive no comfirmation after a week I was told my order was on back order "sorry we should have notified you" . I am now considering fileing a complaint with the BBB and the AG for your bait and switch tactics. Your next response will determine my next action.
Louis
----- Original Message -----
From: Inland Customer Service
Date: Wednesday, November 9, 2005 1:33 pm
Subject: RE: RE: order yhst-88664166537829-6118
To: Louis
Louis,
I apologize that the warehouse made a mistake and did not follow your "notes" to charge your shipping to your FedEx account. When you placed the order you picked ground shipping and it added 18.68 to the order for ground shipping as you were placing your order. When you choose ground the order is coded for ground shipping. You agreed to pay the 18.68 along with the price for the product at time of purchase, the system added it up for you after you chose ground shipping. But we shipped it to you via ground as the order requested. We only charged you for ground shipping. We did not charge you more than you agreed to on the original order. Again I apologize for them not catching the notes but we did not charge you for any service not provided or requested.
Thank you,
Brian
www.inlandescape.com
www.inlandelectronics.com
________________________________
From: Louis
Sent: Wed 11/9/2005 2:34 PM
To: Inland Customer Service
Cc:
Subject: Re: RE: order yhst-88664166537829-6118
Cathy, I received my order yesterday finally and would like to offer you another chance to remove the $18.68 from my credit card. This order was susposed to be shipped on my account 2 day air you shipped it ground on your account. If you refuse to credit my bill, I will have to contest the charges with my credit card company.
Louis
----- Original Message -----
From: Louis
Date: Thursday, November 3, 2005 2:48 pm
Subject: Re: RE: order yhst-88664166537829-6118
To: Inland Customer Service
Cathy, So let me get this straight, After taking over TWO WEEKS to ship my order and after I asked Twice AND was ASSURED you would you would use my account. You are now going to CHARGE ME for YOUR MISTAKE! You obviously have no concept of customer service or
how to earn repeat business! Good Day
----- Original Message -----
From: Inland Customer Service
Date: Thursday, November 3, 2005 12:07 pm
Subject: RE: order yhst-88664166537829-6118
To: "Louis A."
Mr. *******,
We wanted to let you know that we did not charge your FedEx account due to the fact that there was an accidental error made in our shipping Department and the charge was made to our FedEx account.We've incurred the charge so therefore we had to charge you. Please accept our sincere apologies for not billing the Shipping per the method you had requested.If you have any concerns, please feel free to contact us.
Sincerely,
Cathy
www.inlandescape.com
www.inlandelectronics.com
From: Louis A.]
Sent: Thu 11/3/2005 4:55 PM
To: Inland Customer Service
Subject: order yhst-88664166537829-6118
Live Support Message Delivery:
Why am I paying $18.68 shipping when you shipped it on MY FEDEX account? (see below) Please remove the $18.68 from my bill.
Thank
You, Louis
Shipped)
FedEx Tracking Number:
436358730294741 Subtotal 61.50
Shipping 18.68
Tax 0.00
Total 80.18
Louis
Anchorage, Alaska
U.S.A.
1 Updates & Rebuttals
John
Silver City,New Mexico,
U.S.A.
Mistake made by our warehouse, customer requests honored
#2REBUTTAL Owner of company
Tue, November 22, 2005
Attached is the email apology I sent to this customer for the error that our warehouse made. Be advised that our intent is to please our customers and the "Bait and Switch" this customer makes reference to is nothing of the sort. It was simply an oversight on the part of our warehouse. We charge our customers actual shipping for packages ordered and do not intend to profit on freight. The customer was charged the actual rate to Alaska for the product he ordered. We have since issued a credit for the shipping expense since we did not use his FedEx account. This, in effect gives this customer free shipping to Alaska. Louis, On behalf of www.inlandescape.com I would personally like to apologize for the way our customer service staff handled your issue. You are correct that that we confirmed that we could ship on your FedEx account and we did not per our warehouse mistake. I am especially concerned with Brian's comments to you and I have personally taken care to ensure that his opinions do not override company policy again. Brian did not follow policy, as he was aware prior to responding to you that decisions to refuse the request of a customer must be taken up with management. I have contacted our accounting department for your refund and you should see a credit for $18.68 post to your credit card within the next couple of days. I sincerely wish management had been aware of your request prior to your letters to the BBB and rip-off report were issued. We could have come to a resolution and saved both of us time and frustration. I have put in place new procedures to help ensure that management is aware when situations like this arise. Please accept our apologies and understand that the position Brian took in his response to you was not the opinion of our company. We were given a black eye with this unfortunate event but the learning's we have taken from it will make us a better company. Sincerely, John Kennedy President www.inlandescape.com www.inlandelectronics.com
