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Post by SweetieBugs on Aug 18, 2014 21:27:28 GMT
I bought a $100 Ott lamp on Amazon (from a popular sewing website company) and it came today. This is what I wrote in the claim message box at Amazon:
"This item arrived in very questionable condition. While the shipping box was undamaged, the product box inside is torn and smashed at every single corner. The product box seems to have split apart along the long side (or possibly has been used and reinserted into the box). Is it evident that all this damage was clearly visible when it was shipped as the product box is all taped back together in many, many places. It looks as if this box (before it was shipped) fell off a moving vehicle. I have not cut open all the tape to inspect yet as I would like to hear from the seller (Ken's Sewing & Vacuum Center) why it was even shipped to a customer in this condition. I did not order a used lamp, I ordered a new lamp. I just spent almost $400 with Ken's a few weeks ago buying a sewing cabinet and insert. This is not how a customer should be treated. I would like a new lamp in an excellent condition product box shipped out immediately for 2 day delivery. I have photos I can sent to illustrate my points. Thank you."
To make it clear,the outer shipping box was in fine condition with no evidence of so much damage and destruction underneath it. The shipping box still had the original shipping stickers on it and does not look like it was tampered with (I considered that maybe the package was damaged by UPS but it is clear that isn't the case).
I just can comprehend how anyone would have thought it was okay to ship an item in this condition. This is the worst buying online situation I've encountered (other than orders just not coming at all). I've been looking forward to this lamp arriving for a week as it will almost finish off my sewing area "remodel". I know it isn't anything harmful in the long run but as far as business ethics goes, this is pretty low.
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Peal
Pearl Clutcher
Posts: 2,524
Jun 25, 2014 22:45:40 GMT
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Post by Peal on Aug 18, 2014 21:35:47 GMT
Is the lamp damaged? If the product I ordered was in new condition, I really wouldn't care what the box looked like. It's going out to the recycle bin anyway. I would have taken pictures of the condition and then opened it too see if the actual product was damaged. If it wasn't what I had ordered (new) or damaged, then I would take it up with the seller.
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Post by papersilly on Aug 18, 2014 21:38:58 GMT
sorry your package was so dinged up. I've never had it happen to me but I live in fear of it.
recently, I finally took a stab at ordering scrapbook paper through Amazon. with all the talk (on the old 2peas site) about dented corners by the time the product arrived, I held my breath to see if that would happen to me. thankfully, two boxes of paper arrived in perfect condition.
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Deleted
Posts: 0
Oct 9, 2024 22:21:08 GMT
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Post by Deleted on Aug 18, 2014 21:54:57 GMT
Is the lamp damaged? If the product I ordered was in new condition, I really wouldn't care what the box looked like. It's going out to the recycle bin anyway. I would have taken pictures of the condition and then opened it too see if the actual product was damaged. If it wasn't what I had ordered (new) or damaged, then I would take it up with the seller. I agree. You didn't even take a minute to see if the product is okay. Who cares about the box? It could've happened in shipping. I think it is a bit crazy to expect a new one in two days without even knowing if the product is damaged. |
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Post by SweetieBugs on Aug 18, 2014 21:56:36 GMT
Is the lamp damaged? If the product I ordered was in new condition, I really wouldn't care what the box looked like. It's going out to the recycle bin anyway. I would have taken pictures of the condition and then opened it too see if the actual product was damaged. If it wasn't what I had ordered (new) or damaged, then I would take it up with the seller.
I know the box is just a box but I can't see how this item isn't going to be damaged in some or many ways. I am waiting to hear back from the seller first.
Scrappower--you will have to take my word on the condition of the shipping box verses the condition of the product box that this was not something that happened during shipping. |
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mochi
Full Member
Posts: 449
Jun 26, 2014 1:45:16 GMT
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Post by mochi on Aug 18, 2014 23:15:23 GMT
Was it shipped by Amazon or by this 3rd party seller?
Either way, that's completely unacceptable and against Amazon policy. 3rd party sellers must sell items listed as "new" in 100% perfect, giftable condition - that is the Amazon policy. Amazon will refund you and you shouldn't have to pay return shipping.
I would return it.
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Deleted
Posts: 0
Oct 9, 2024 22:21:08 GMT
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Post by Deleted on Aug 18, 2014 23:21:31 GMT
So is anything wrong with the lamp or not?
If there is, then I totally understand asking for the replacement.
But if you haven't even checked the lamp's condition, then that seems pretty unreasonable until you have verified that something is wrong with the lamp.
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Post by LauraTen on Aug 18, 2014 23:36:42 GMT
Not OK.
Contact Amazon with a picture ASAP.
We also use AMEX so we are protected that way as well.
I order from Amazon all the time : )
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Post by phoenixcov on Aug 19, 2014 0:29:45 GMT
I don`t think I would of checked the lamp after seeing the state of the box either SweetieBugs.
Sounds like it might of been a return and just taped back into the box.
Hope you get it sorted out.
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Post by gonewalkabout on Aug 19, 2014 0:39:07 GMT
How disappointing! I don't order very often from amazon, but it certainly does sound like someone previously had ripped the product box open, retaped and returned.
I wouldn't be opening the product box either! You never know what excuses may come up from the seller as to the condition of the product, if it IS damaged. They could easily blame it on you.
Hopefully it will be sorted out quickly.
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Post by Rachel on Aug 19, 2014 0:43:07 GMT
I agree to return it. What if it was a gift that is now unacceptable for giving?
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Deleted
Posts: 0
Oct 9, 2024 22:21:08 GMT
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Post by Deleted on Aug 19, 2014 0:49:32 GMT
We've purchased two sewing machines from Ken's, and they've always had amazing service.
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Post by SweetieBugs on Aug 19, 2014 1:56:08 GMT
I wish I could post the photos here. I don't have an online photo host. If someone can host a few photos I could send them to you. My DH walked in the house and saw the box and saw WTF??? He is very easy going and said no way should we just accept this. I am hoping to be contacted by Ken's tomorrow and want to send them photos. I really want them to see the condition of this item and see what they say. It looks like if the seller does not reply or resolve the issue in 3 days, I can file a reimbursement claim with Amazon. I hope it doesn't come to that but Ken's will be out the shipping for this to go back so they may not want to resolve it. They will also have to sell this as a "floor model" at a reduced price.
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Post by padresfan619 on Aug 19, 2014 2:04:25 GMT
There are many free online photo hosting websites. Tinypic, Imgur, Photobucket, ImageShack, etc etc.
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Post by LavenderLayoutLady on Aug 19, 2014 2:12:36 GMT
Is the lamp damaged? If the product I ordered was in new condition, I really wouldn't care what the box looked like. It's going out to the recycle bin anyway. I would have taken pictures of the condition and then opened it too see if the actual product was damaged. If it wasn't what I had ordered (new) or damaged, then I would take it up with the seller. This is all with the assumption that the seller knew for one hundred percent that this item they were shipping was not going to be a gift, and that the buyer did not care what the packaging looked like. That is utterly ridiculous. So, any of you who buy jewelry, to give as gifts or keep for yourself: If that pretty Tiffany blue box or white pandora charm box was all mangled, but the contents were okay (we are assuming they are, because, heck, the outer box was so wrecked and retaped together that we don't really know), you would be just a-okay with accepting spending your hard earned money on less than perfect? I doubt it. |
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Post by 3dcrafter on Aug 19, 2014 2:51:42 GMT
Is the lamp damaged? If the product I ordered was in new condition, I really wouldn't care what the box looked like. It's going out to the recycle bin anyway. I would have taken pictures of the condition and then opened it too see if the actual product was damaged. If it wasn't what I had ordered (new) or damaged, then I would take it up with the seller. I agree. You didn't even take a minute to see if the product is okay. Who cares about the box? It could've happened in shipping. I think it is a bit crazy to expect a new one in two days without even knowing if the product is damaged. I think you missed this in the OP's post "Is it evident that all this damage was clearly visible when it was shipped as the product box is all taped back together in many, many places." It is impossible for the actual product box to have been damaged during shipping since it was taped backed together. If they were intent on shipping the product that way, the company should have contacted the OP and asked if she was okay with a damaged package, and offered her a discount if she was willing to accept said product in the condition in which it was sent. The OP is buying a product with a brand new status and not an "as is" label. She is indeed entitled to a brand new item package and all. |
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Post by SweetieBugs on Aug 19, 2014 22:07:13 GMT
Here are a few of my photos. I heard back early this a.m. from the store and they had an excellent response to this. I'll post it below.
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Post by SweetieBugs on Aug 19, 2014 22:08:56 GMT
A few more.
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Post by SweetieBugs on Aug 19, 2014 22:11:22 GMT
Early this morning, the company replied to my email. This is what excellent customer service looks like:
I am totally shocked at this information as we do not even take back damaged or used Ott Lights! Ott reimburses us immediately for any item that has to be replaced; however, I do not by any means doubt your word. All that I can do is deeply apologize for this happening and send you a re-placement out today. I will personally package and ship this lamp myself, just so that I know how it was handled!! Also, I have spoken directly to Ken regarding this and the warehouse employee will be spoken to and written up due to this.
It is not our policy to ship items in such a way and I have no excuse what so ever for this being sent to you in this shape! All that I can do is hope that you will accept my apology! I will send you a new tracking number today and simply ask that you dispose of the lamp you now have once the new one is received! We do value your business greatly and hope this mistake will not keep you from buying from us in the future. Please do call me directly at 877 536 7739 should you need anything in the future and I will give you a discount and ship the item personally. I look forward to hearing back from you soon!
Best Regards
I sent photos to them so they can at least have definitive evidence of what was shipped when talking with the employee.
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gsquaredmom
Pearl Clutcher
Posts: 4,092
Jun 26, 2014 17:43:22 GMT
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Post by gsquaredmom on Aug 19, 2014 22:48:13 GMT
Impressive customer service. Like the old days.
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eastcoastpea
Prolific Pea
Posts: 9,252
Jun 27, 2014 13:05:28 GMT
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Post by eastcoastpea on Aug 20, 2014 0:17:39 GMT
I'm glad that you got the results you were looking for. We have 3 Ott Lamps here so I know the bulbs are expensive.
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Renee
Junior Member
Posts: 89 
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Post by Renee on Aug 20, 2014 0:46:58 GMT
Very impressive customer service!
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Post by LavenderLayoutLady on Aug 20, 2014 0:51:49 GMT
Early this morning, the company replied to my email. This is what excellent customer service looks like:
I am totally shocked at this information as we do not even take back damaged or used Ott Lights! Ott reimburses us immediately for any item that has to be replaced; however, I do not by any means doubt your word. All that I can do is deeply apologize for this happening and send you a re-placement out today. I will personally package and ship this lamp myself, just so that I know how it was handled!! Also, I have spoken directly to Ken regarding this and the warehouse employee will be spoken to and written up due to this.
It is not our policy to ship items in such a way and I have no excuse what so ever for this being sent to you in this shape! All that I can do is hope that you will accept my apology! I will send you a new tracking number today and simply ask that you dispose of the lamp you now have once the new one is received! We do value your business greatly and hope this mistake will not keep you from buying from us in the future. Please do call me directly at 877 536 7739 should you need anything in the future and I will give you a discount and ship the item personally. I look forward to hearing back from you soon!
Best Regards
I sent photos to them so they can at least have definitive evidence of what was shipped when talking with the employee. That's amazing customer service! |
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Post by keknj on Aug 20, 2014 0:59:01 GMT
That is awesome customer service. And I can't believe they didn't want the old one back.
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Post by Megan on Aug 20, 2014 1:03:31 GMT
Great job Ken's on the customer service! I guess after taking pics of the box in case of damage I would have checked on the lamp itself. I suppose I'm laid back about things like this. Edited to remove a comma!  |
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purplebee
Drama Llama
Posts: 6,792
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Post by purplebee on Aug 20, 2014 1:25:53 GMT
Great response. I've never had a problem with returns to Amazon or their
vendors. Good to know they did the right thing. If only Ken realized that he's getting such good press via 2Peas Refugees!
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scrappinghappy
Pearl Clutcher
“I’m late, I’m late for a very important date. No time to say “Hello.” Goodbye. I’m late...."
Posts: 4,307
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Post by scrappinghappy on Aug 20, 2014 1:29:57 GMT
Nice. Very nice. And I like how you kept the company name out of it so unscrupulous people can't take advantage of them.
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johnnysmom
Drama Llama
Posts: 5,684
Jun 25, 2014 21:16:33 GMT
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Post by johnnysmom on Aug 20, 2014 1:36:03 GMT
That's fantastic customer service. Too bad I'm not in need of a new sewing machine or lamp, I'd be checking out Ken's.
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Post by twistedscissors on Aug 20, 2014 2:11:55 GMT
So does the lamp work?
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Post by 3dcrafter on Aug 20, 2014 2:18:06 GMT
That is fantastic news...good to hear they that do right by their customers.  |
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