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Customer service/back order question…
http://w-ww.luthiersforum.com/forum/viewtopic.php?f=10101&t=56397		 Page 1 of 1
Author:  Brad Goodman [ Sun Feb 11, 2024 7:16 am ]
Post subject:  Customer service/back order question…
I have been dealing with a company who I will not name for many years(not a sponsor here) and the same thing has happened to me several times…

I order some stuff off their drop-down menus and pay for it with my credit card and then get the confirmation and it shows one of the items or two of the items are back ordered and when I call them, they say it's gonna be three weeks but that could really mean 4 to 8 weeks from past experience but they charge my card for the items. I've said to them that's really not right you shouldn't have my money until the item shipped- am I correct here? It's not like it's a special order or anything they're stock items.

I've called them up and tried to explain this to them, but they just don't seem to get it. It's not a lot of money usually but it's the principle of the thing.

Their products are great and they're really the only ones who sell this particular product so it's not like I really can go anywhere else...

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Author:  bcombs510 [ Sun Feb 11, 2024 8:40 am ]
Post subject:  Re: Customer service/back order question…
I don’t know if it is illegal per se, there are folks here who can tell us I’m sure. I do remember back when I owned a software company we had a merchant agreement with the credit card processor and there were rules from the processor about how long we could hold funds.

Here is a link to the FTC rule: https://consumer.ftc.gov/articles/what- ... d-products

It states:

“Sellers have to ship your order within the time they (or their ads) say. That goes whether they say “2-Day Shipping” or “In Stock & Ships Today.” If they don’t give a time, they must ship within 30 days of when you placed your order”

Regardless, you’re right, it’s a bad customer experience no matter what. If they are the supplier of a product you cannot get elsewhere then perhaps it is what it is. :)

Other Brad


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Author:  phavriluk [ Sun Feb 11, 2024 10:50 am ]
Post subject:  Re: Customer service/back order question…
Sounds like a conversation (aka PITA) with the vendor is needed before placing an order so as to avoid tying up someone's money without delivering what was paid for. I think it's poor practice to take payment but not send what was bought. I've run into this in other venues where stuff gets cataloged and sold, but the vendor relies on a third party drop-shipping stuff to the buyer, the vendor never had the merchandise.
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