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Report: #359052

Complaint Review: Outdoor Distributors - Shelby Alabama

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  • Reported By: Newberry Michigan
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  • Outdoor Distributors 7031 Highway 47, Shelby, Alabama U.S.A.

Outdoor Distributors Outdoor Distributors, Poor Customer Service. BUYERS BEWARE! Shelby Alabama

*REBUTTAL Owner of company: Customer was shipped what he ordered

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I am disputing a charge from Outdoor Distributors of 7031 Highway 47 , Shelby Alabama 35143 . On July 11th 2008 I ordered a replacement transaxle from them. During the conversation with the initial phone parts person I gave her the actual part # off of the current axle on my lawn tractor. That part # is 618-0034. I also told her that I had heard their may be replacement # for that axle but I did not know what it was. She told me that it was superseded to new part # of 753-0556. I told her that the axle was for a White Riding Lawn mower with 4 wheel steering. She said that this part should fir. I said lets order it. The order was taken and I was informed it would be dropped shipped to me.

The part arrived on the day I was leaving on vacation and didn't inspect it until I got back on July 30th. After opening the box and placing it up to the existing axle on the riding lawn mower, there was a noticeable difference in the part. I compared the part # on the box and saw it was what the parts person said I needed. I then looked at the actual part that was in the box and noticed that the part # that was stamped into it was 618-0163. Which was different than the box and different than the old part that was on the lawnmower.

I then called the following day ( July 31st ) and spoke to another parts person and explained the situation. She stated that this was the 3rd call of wrong parts this day so far and was frustrated. She took all of the part's and asked me to hold so she could talk to a supervisor. She came back on the line and said someone would contact me within 24 hours> I asked what would happen and Natalie stated that they just had to figure out how to credit me as this was a drop ship order from the factory. I said ok I will wait to hear from you. Friday August 1st came and went with no call from outdoor distributors.

On Monday August 4th at approx 10:45 I tried calling Outdoor Distributors and requested to speak with Natalie. I was put on hold for approx 5-6 minutes and several people came on the line and asked if they could help and asked my name and I stated I was holding for Natalie. She never picked up. I then hung up and hit * 67 and called back at approx 11:00 am. The person who answered the phone asked who was calling and said please wait, they then came back on the line and said she would call me back. Natalie then called my work at approx 11:05 am, and left a message for me to call her.

I called her back at approx 11:08 am, and she said her manager authorized a return but there would be a 15 % restock fee. I was puzzled and asked would I have to pay shipping as well ? Natalie said her manager Wanda said yes I would. I said "Do you think that's fair that I ordered part # 618-0034 and was shipped the wrong part and that there was a difference of what was on the box and the actual part in the box ?" She then stated that "we do not normally take back transaxles at all "I stated "I was never informed of this for one, and two there is a wrong part in the wrong box".

Natalie also stated during this conversation that "the girl who took your initial order was NEW and Blonde and didn't know what she was doing and looked up the wrong superseded #"

She gave me a return Authorization # of 360620-R-WB . I stated I don't think this is fair and am considering disputing this with my credit card company. She then said hang on and came back online and stated "Wanda says if you are going to do that then we wont take it back at all" I then hung up the phone and started the Dispute Process with my credit card company and filed a complaint with the better business bureau.

The above information is factual as it pertains to my case. You must decide for yourself to do business with them.

Newberry, Michigan

This report was posted on Ripoff Report on 08/04/2008 01:55 PM and is a permanent record located here: 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 REBUTTAL Owner of company

Customer was shipped what he ordered

AUTHOR: Outdoor Distributors - (U.S.A.)

POSTED: Sunday, August 24, 2008

In response to this rather long winded complaint:

The part number he first gave us is 618-0034

He was informed by us that it was discontinued.

"That part # is 618-0034. I also told her that I had heard their may be replacement # for that axle but I did not know what it was. She told me that it was superseded to new part # of 753-0556."

He was NOT provided that number by us.

He told ME on the phone that White (the company that made the mower) told him that the new number MIGHT work.

We have no way to resurrect a no longer available part. Once a part is is gone.

We have no resources that would "cross reference" the other number that he ordered.

If a customer states he is going to refute a credit card charge, we do not give a refund, as the customer would receive double reimbursement.
The credit card company makes the reimbursement once he makes the report
and they act on the claim.

As per the "terms and conditions" of the sale that must be agreed to during the sale:

Warranty repair or Warranty replacement only.

All Returns are subject to a 15% restocking fee.
Shipping charges are not refundable."

These items were set forth in the sale and Tim agreed.

Bottom line: Tim ordered the wrong part for his mower, and is looking for someone to blame. He was offered a refund (less a restock fee) and alowed to return a non-returnable Transaxle, but refused it.

Victor Binkerd
Outdoor Distributors

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