This is one of the larger deal-a-day websites, which I have ordered from several times without issue. This was the first time I had to return anything to them, and consequently the last time I will do business with them.
I had ordered an SD card which overheated the first time I used it--it was very hot to the touch--and afterward would not work in any device and computers wouldn't read it. I contact Ben's Outlet to kick off the return process. They give me a form to fill out, tell me my RMA number is the same as my order number, go ahead and ship it back. I put it in an envelope with the documentation, include the RMA number on the envelope, and drop it in the mail. Support had advised me to use a carrier with tracking, but I've done a ton of shipping and wasted a lot of money on tracking that I never needed, so I just mail it from my mailbox.
Two weeks later I email support to ask for an update on my RMA. Three days later, I receive this:
"Thank you for contacting Ben's Outlet,
Our return process takes approximately 2-3 business days from when the return arrives. We will give you a refund or replacement, as agreed upon once the return has been processed.
Sorry for the inconvenience and we appreciate your business.Michelle"
I email back telling them the date I shipped it. The next day I get a response asking me for my tracking number "to better assist" me. I tell them I didn't mail with tracking but from my mailbox. Five days go by with no response. Their website does not have a phone number to contact support; email is the only option. So I send another email telling them how unhappy I am with the RMA process and again ask for an update. Two more days go by without a peep from them.
It's now 2 weeks since I first asked for a status update and almost a month since I mailed product back to them. If they're going to just ignore me and hope I go way, well then it's time to start spreading some negative word of mouth. I don't expect satisfaction at this point, but maybe a few people will see my story and become aware of what horrible customer service they have and do their business elsewhere.
Their prices are great, but you'd better hope it works when you get it, because you won't be getting your money back if it doesn't.