Complaint Review: NationalAVSupply.com - Internet
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- NationalAVSupply.com nationalavsupply.com Internet U.S.A.
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- Category: Audio & Electronics Shops
NationalAVSupply.com Bad Customer Service Restocking Fees Ripoff Internet
*UPDATE Employee: Dear Ripoff Report: We're so sorry...
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Grrrrr.... I hate bad customer service. Long rant:
On June 20th, I order products from nationalavsupply.com. Nothing on the site indicated a) that the product was out of stock and b) the product wasn't something they had, but something that was shipped directly from the manufacturer. Silly me for assuming that a) it was in stock and b) it was something they had, since they were selling it.
On June 28th, I called to find out WHY I hadn't received the items. I was told that it was out of stock. So I told them to cancel the order - and was promplty told that they couldn't cancel the order, because it had already shipped, but that they would contact me with a return authorization.
On July 5th, I called again to get the return authorization. The CSR, Dave, told me he'd have to look into it and would call me back.
I hear nothing from him.
Supposedly, the product was shipped on June 28th, which is why I couldn't cancel the order. If that's the case, why does the product not arrive until July 7th? And why does the UPS label have the ship date of July 5th? Hmmmm...
Yesterday I received and invoice / receipt from the company for the product - dated July 20th. On the bottom of the invoice it indicates that there will be a 15% restocking fee for any returned merchandise. So I call again, trying to get a return authorization from them and they tell me that it's now a 20% restocking fee, because I waited so long to return the item. Grrrr... So I ask to speak to a supervisor. Guess who I get to talk to again? Dave. When I go through the speil about the return, Dave asks who I spoke to back in June. And I say, "Dave" - his reply? "I'm the only Dave here. You didn't talk to me." - Now the game is on. He tries to tell me that there's no way they can rescind the 20% restocking fee because that's being imposed by the manufacturer, not their company. I told him that his company should eat the cost since I cancelled the order before it shipped - but he says no, they won't, because the order wasn't cancelled until the 5th, by which time it had shipped. But, keep in mind, that I called to cancel it on the 28th. Why do I know the dates so well? Because the items were needed for an event on the 29th. Grrrrr.
So "Dave" calls me back this morning, after checking around some more on his end and oh, wait, what's this? The "Dave" that I talked to originally WAS HIM. And he swears that I didn't call to cancel the order until the 5th, and that I am responsible for the 20% restocking fee. Grrrrr...
So - I told him that the invoice that I have from his company says "15%" and that at this point, I'd be more than happy just to pay that - but they need to cover the other 5%. He won't budge. It's not the money, it's the principal of it. The cost of the items isn't enough to justify spending the 20% restocking fee, plus shipping just so he can sit there and be smug. I'll keep the items, but I told him that I'd let everyone know not to shop from nationalavsupply.com - and that he could be happy knowing that he won the battle, but lost this customer.
Dissastified Customer
Somewhere in Flyover Land, Ohio
U.S.A.
This report was posted on Ripoff Report on 08/01/2006 09:21 AM and is a permanent record located here: https://www.ripoffreport.com/reports/nationalavsupplycom/internet/nationalavsupplycom-bad-customer-service-restocking-fees-ripoff-internet-203938. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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#1 UPDATE Employee
Dear Ripoff Report: We're so sorry...
AUTHOR: Scott - (U.S.A.)
SUBMITTED: Tuesday, October 07, 2008
National AV Supply is a Vermont-based catalog and internet merchant that has served institutional customers in the education, government and business community for over 30 years.
Historically, nearly half of our business comes from repeat customers. We take effort and pride in maintaining high customer satisfaction levels because our business and our jobs depend on it.
On average, we process approximately 10,000 orders annually from a merchandise selection of over 5,000 items. While the majority of our inventory is shipped from our Distribution Centers in the northeast, certain product are shipped directly from the manufacturer (drop-shipped in industry parlance) to minimize handling and the potential for damage-in-shipment. This is a standard practice in our industry.
In early June of 2006, National AV was acquired by another company, Vcom IMC, located in NJ which resulted in a number of systems, procedural, staffing and policy changes that had a short-term negative impact on our service and support levels.
It appears that, unfortunately, Tonya's order was placed shortly following the Company's takeover, which explains the poor follow-through and miscommunication about restocking fees on our part for which we absolutely apologize.
Based on an investigation of the customer's order, we have concluded the following about the transaction:
1.Order # 521938 (reference internet order # 50-5011685) was placed on our website at 3:50 pm on Thursday June 22nd, 2006 for three display easels.
2.The customer specified a shipping method of UPS Ground.
3.The customer did not specify a specific date the merchandise was needed by (June 28th). There is a location on the online ordering form for special instructions which is typically where customers let us know if an order is to have special handling or be otherwise expedited. Were we made aware that the products ordered were needed by a specific date, our standard procedure would have been to directly contact the customer by telephone or email to confirm expedited delivery timeframes, and if necessary, utilize expedited shipping methods.
4.The order was downloaded and entered into Vcom's order entry software first thing the next day - Friday June 23rd, 2006.
5.The easels which Tonya ordered were made for us by Testrite Inc. Drop-ship purchase order # 113662 was issued to Testrite on Thursday June 29th, 2006, 6 days later. It is not clear why 6 days were lost in the process of generating a drop-ship purchase order. Further, it is not clear why the customer was told the order had shipped prior to being shipped by the vendor.
6.Due to the July 3-4 holiday, the easels were drop shipped from Testrite on Wednesday July 5th, 2006 to Akron, OH 04408 and were delivered to the customer on Friday July 7th, 2006.
We regret that the customer had a truly unsatisfactory shopping experience with National AV Supply and invite them to try us again. To that end, we'd gladly extend them 20% off their next order to reconsider using us as a supplier. I'm certain they'll come away with a better experience.
Sincerely,
Scott Heller
National AV Supply
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