Folks, I understand how the original poster feels. Having said that... I feel that it is poor taste for TT to sticky a thread that slams a vendor.
Sorry you feel that way. It's a hardly a slam IMO. Unless of course, you think this issue was handled properly.
To the original poster - I agree, it was misleading. Point taken. Did you ask if you could return it?
In fact, I did. Return shipping would be at my expense (as per their policy). Lets figure $4 to return the item compared to the $7 it cost me originally.
So I get $7 dollars back from them. I'm still out $7 (original shipping). Of course we understand this, but still a rubbing point since the product was misrepresented.
My return postage $4 to Mudhole to get a check from them for $7. I now have to buy the item locally for $5.
Lets see, $7 check from Mudhole minus $5 for the item locally....hey, I made out on the return... WOOT! $2 ahead ..oh wait ..it cost me $4 to return it. I'm out another $2 for THEIR error.
I told their customer service Rep exactly that. By me returning this, it was going to cost me more money due to their misrepresentation. I was told that she was sorry for the mistake.
Had I returned the merchandise, I'd being throwing more good money after bad. Maybe their return policy works better with a high dollar item..but not with Elmer's Wood Filler.
For the low dollar item we are talking about here, and it's not the money, it's the principle and the customer service/support.
Them knowing that it was going to cost me (their customer) more to resolve their error (or misrepresentation) I'd have expected a slightly different approach.
I fully expected them to apologize, offer to return the purchase price of the item to me and not ask for a return (keep it, our mistake, we are so sorry). Or if they really wanted the item back, to offer to pay return shipping and return my entire amount (including original shipping). That's the way a first class company operates IMO. Make an exception to normal policy when it's their mistake and the customer is not at fault.
Most companies will eat a small dollar amounts to make customers happy and to foster goodwill regardless of published policy, especially when it's clearly their mistake.
Had they done this, I'd have posted that result here instead.
I pasted in the policy from the website at the bottom of this post. You knew you had to pay shipping, correct? The shipping charge is indicated on the checkout page. I heard on RBO that the MH filler was Elmers. So I ran downtown to buy some. It took three stores before I found it. Not always so easy. I probably burned $5 is gas.
Yeah, appreciate you posting it. I got that..I knew I was paying shipping. I was buying cork filler from them. Something I could not find locally. Something to fix the cork on my fishing rods.
I'll pay their price and the shipping for that item, not for locally available wood filler. I did in fact opt to purchase their product, accept their terms, and pay the stated charges believing I was getting cork filler. Just like their website indicated.
Sorry to hear you had problems finding your wood filler locally. My Ace Hardware store had it for $5.95 and they normally price things higher than other outlets.
I see that MH now shows a picture of the cork filler, clearly identifying it as Elmers Wood Filler. So that's been fixed. Progress.
Certainly getting the correct product pictured on their web page is progress for sure. Something one would have expected from the onset.
Had they displayed the correct picture initially, I'd have reasoned I could buy the same product locally and would have done so, saving myself approximately $12 in additional charges and the aggravation.
I have ordered from numerous vendors. One that is recommended by some on TT has given me fits! Forgot items, won't return emails and calls, etc. I just buy somewhere else - I don't take it online. Keep in mind that those are human beings working at these places. They have bad days, and they screw up. The trouble is, when they do, everyone on the internet forums hears about it.
Certainly they are human and can make mistakes. This goes beyond that. That service rep had to go off the phone to get an answer to my question, "Why I received the wrong merchandise?". The response she got from her supervisor was the one I received. Had someone told her to handle it differently, she would have done that too. So there were at least two people having a bad day or unable to think clearly and/or are screwing up.
Giving any of these places a pass for bad customer service only allows that same bad behavior to continue.
I would challenge you to find an online dealer with a nicer website and better inventory than MH, and no, I am not affiliated with them in any way.
FYI - I have returned two blanks that just didn't work out for me. Both were high dollar blanks. No restocking fee. I had one customer rod fail that was built on a MH blank. I sent several pictures. I received emails from two different MH staff people, and both of them apologized for my situation. They put a replacement in the mail that I received 4 days later - no charge of course.
If Mud Hole did not honor the policies on the website, then you have a valid complaint.
They followed their policy to the letter without regard to how the policy affected their customer. Even though the mistake was clearly theirs.
For me, they get a failing grade, regardless of the 100% satisfaction guarantee.
From Mud Hole site:
100% SATISFACTION GUARANTEE
We personally guarantee that all the items we sell will meet with your personal satisfaction. If for any reason you are not fully satisfied with your purchase, please call us within seven day of receipt to receive a return merchandise authorization number (RMA) and return your products to us in their original condition and a full refund will be issued. Click here to learn more about requesting a return.
If for any reason you are not satisfied with your purchase, you may return the item to us within 30 days. Returns may be requested by emailing our returns department at email@example.com
or by phone at (407) 447-7637. You will be provided with a return merchandise authorization (RMA) number and instructions for sending the product(s) back to us. Please have the Invoice number available. Please note the following:
Mud Hole Custom Tackle reserves its right to charge a 10% restocking fee on all returns.
To obtain the RMA number, please provide us with the invoice number and reason for the return.
Once you receive a return authorization you may return unused items in the original box with all accessories within 7 days for an exchange or refund.
Mud Hole Custom Tackle will not accept returned merchandise without a return authorization (RMA) number. This number must be posted in a conspicuous place on the outside of the package.
Merchandise must include a copy of your invoice or packing slip. Defective merchandise should be returned directly to the manufacturer under their return policy.
Shipping and handling is non-refundable.
Please allow up to 2 weeks for credit for returned items.
Shipping for returned merchandise must be prepaid by the customer
Books, videos and software sales are final.
Special orders may not be returned.
Damaged Packages - If the package was damaged in shipping refuse shipment or make sure the driver notes the damage on the delivery ticket. Save all original damaged packaging material and merchandise for the carrier to inspect.