Manhunt.com XR LLC, boyzshop Purchased two items, sent me wrong item and would not refund my money and wouldn't let me return the wrong item. Huntington Beach, California

I am about to put in my own complaint about this firm and I was looking at some of the 23 complaints on this site.

I absolutely can CONFIRM that this company sends out similar items if they can't provide the item ordered.  They did this to me when I ordered 2 items, one for $124 was defective but the other was one that they apparantly were out of or did not stock anymore and they sent another similar item.  This substitution was not a big deal to me so I did not gripe about it, but they do send out similar items without asking you.

I am sure their theory is that you won't complain (wrong) and even if you do they sure are NOT about to part with the money.  They also use half a dozen names of their companies.  Here are some of the brass at this firm:Ari Suss, Owner, Paul Suss, CFO, Michael Merrill, XR Brands manager, Corey Jarvis, Distribution Manager, John Turi, Marketing Manager, Randy Alvstad, General Manager

Hi Michael,
  I'm glad that you brought that up. Standard Air International shipping is does generate a lot of unhappy customers. So I'm glad for a chance to clear it up. Given the choice, to pay half as much, many customers choose "Standard Air" instead of "Express Air w/Tracking". Unfortunately those savings come with a lack of tracking information. We're not holding back, there just is no tracking information. That probably wouldn't be such a problem, but while upwards of 95% of packages sent that way get there within 12 days, some inevitably get caught up in customs and can take up to 8 weeks to get there. The important thing is that those packages almost always get there. If they don't make it there in time, we do what we can to make things right. However, our customer service has a great deal of experience with these packages arriving before those 8 weeks are up, so they tend not to jump the gun.
  I've included the four emails that our customer service has sent you up to this point. Of course I removed some contact information.

Date:    1/13/2012 3:58:24 PM
Categories:    INTERNATIONAL STANDARD DELAYS
Subject:    Re: Boyzshop Order #273391 <<#140557-406420#>>

Hello Michael,
 
We appreciate your business!
 
Your order was shipped out on January 03, 2012 via USPS Standard International Mail.  When shipping Standard International, there is no tracking number. You should be receiving your shipment shortly. It typically takes 8-12 business days to receive your package, however sometimes (very rarely) it can take up to eight weeks to reach you due to the package having to spend time in customs.  We sincerely apologize for any inconvenience this may cause.
 
Best regards,


Date:    1/17/2012 11:56:18 AM
Categories:    INTERNATIONAL STANDARD DELAYS
Subject:    Re: Boyzshop Order #273391 <<#140557-407371#>>

Hello Michael,
 
We appreciate your business!
 
Your order was shipped out on January 3 via USPS Standard International Mail.  When shipping Standard International, there is no tracking number. You should be receiving your shipment shortly. It typically takes 8-12 business days to receive your package, however sometimes (very rarely) it can take up to eight weeks to reach you due to the package having to spend time in customs.  We sincerely apologize for any inconvenience this may cause.
 

XR, LLC Customer Service


Date:    1/24/2012 9:00:38 AM
Categories:    INQ-THK
Subject:    Re: Boyzshop Order #273391 <<#140557-407371#>>

Hello Michael,
 
I apologize that you have not received your order. Unfortunately the method of shipping that was chosen does not provide tracking information. While shipping packages overseas customs can delay the package significantly, sometimes up to eight weeks. I apologize for the delay, however you do need to allow the full eight weeks to receive your order.

Best regards,


Date:    1/25/2012 10:56:15 AM
Categories:    INQ-SHIP
Subject:    Re: Boyzshop Order #273391 <<#140557-407371#>>

Hello Michael,
 
Thank you for your e-mail.  Our carrier for Standard International shipping is USPS.  When you placed your order, you chose the shipping method that specified it does not have tracking.  I apologize if this was not the shipping method you meant to choose.
 
We often have customers contact us to let us know their packages have been delivered even after eight weeks.  Please keep in mind that your order may contain goods that your country's customs needs to further inspect before being accepted into their country.
 
If you have not received your order after eight weeks, please contact us so that we can further assist you.
 
Thank you and have a great day!

I also have ordered 2 items with those so called "professional" company. It said that it will take up to 12 days till I should get my order, it's not over a month and still nothing for my nearly 50. 

I have contacted the company on 2 occasions, and got always the same copy and paste reply. They also stated that they can not track the order once it is out of their hands. I have asked what they will do to set this straight, but no reply after that. I have ordered from US based eBay traders many times before. It was always here in the UK on time, and it was trackable. And that from traders that are private, not professional, like this company. I really feel that once they have your money, that's it, you have no costumer support what so ever. I am now concidering to contact my Credit Card company to let them get the money back for me, as the Order #273391 seem to be in  the eternal mail man right now. I also never got a clear reply to my last e-mail to them. I will definitely not recommend or trade with this company again after this experience. I may even go so far to spread the word about this company so that others do not fall in the same trap. I guess that is where friends in the media come handy. 

From this report we can't tell what order the customer is referring to, so we don't know the exact nature of issue. If the customer did receive an item different than the item on his order, that could be confirmed with a digital picture, and our customer service team would ship out the correct item. If this was the situation and it wasn't resolved that way, then the customer might have gotten an inexperienced customer service representative and the issue wasn't resolved according to company policy. A further polite call to customer service could resolve the issue. 

If the product received matched the product on the order, then customer service would not have sent a replacement product. Honestly, we sell sex toys, and while this customer may be 100% honest, some customers aren't 100% honest; so once a toy has been sent to a customer we can't accept a return because we can't be 100% sure that the toy hasn't been used. Nobody wants a used sex toy.

I've also never known our system to magically generate the wrong product on orders. 

Without the order number or an email address to track down the issue, we can't be 100% certain of what the issue is. It might be entirely exceptional. It could be that our usual customer service policy wasn't followed. I'd strongly advise the customer to get in touch with our customer service team if the product that he received is actually different than the product that was on his order. We still won't take returns, but we would send the correct product.