doglover
Shy Member
Posts: 28 
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Post by doglover on Aug 19, 2018 3:44:47 GMT
Last week I received a new die from MFT.
It was defective, and left a hanging chad.
I sent MFT an email from my confirmation order.
Letting them know it was defective and included pictures.
They sent me an email back with a code to use on my next order.
I sent an email back asking for them to just send me a new die,
I didn't want to wait for a new order to be placed by me.
They replied with that is the only way to get a new one,
is to reorder it on the site, with the code for it to $0 out.
I'm slightly annoyed that I now have to go in and order a replacement.
Why can't they just mail one out based on my customer service email.
Other companies I've had to contact have just replied with a
"Thanks for letting us know, sorry it was defective, and we have already sent a new one to you".
Small nit I know - but still annoyed.
Vent over.
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camcas
Pearl Clutcher
Posts: 4,112
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Post by camcas on Aug 19, 2018 3:49:12 GMT
I validate you
That would piss me off too!
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Post by anniefb on Aug 19, 2018 3:52:30 GMT
Ugh that's annoying. Not sure why they can't just send it to you.
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Post by BSideCrafter on Aug 19, 2018 3:53:43 GMT
But by having you reorder it you might add other items to your order as well which makes them more $$.
It's a crappy way to do it, but I've seen some stores do it that way. Depending on their inventory software it might just be easier to offer a code vs fighting a poorly made system.
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Post by mrsp on Aug 19, 2018 15:05:29 GMT
So does that mean they expect you to pay for shipping on the replacement of their defective product? That would not be at all satisfactory to me.
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Post by stinkerbelle on Aug 19, 2018 17:18:10 GMT
i agree, a total PITA and would piss me off too!
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Post by gale w on Aug 19, 2018 17:40:53 GMT
So does that mean they expect you to pay for shipping on the replacement of their defective product? That would not be at all satisfactory to me. This has happened to me twice and yes, they did expect me to pay for shipping. The first time I let it go, because I had the die for so long I was surprised they even did anything about it. Plus I was already getting ready to place an order and ended up with free shipping because of the amount of my order. The 2nd time I emailed them back saying there was no way I should have to pay for shipping and they gave me a new gift certificate that would cover the cost of the item plus shipping. Sucks that I had to ask for it because a lot of people probably wouldn't. |
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julie5
Pearl Clutcher
Posts: 3,611
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Post by julie5 on Aug 19, 2018 20:32:07 GMT
I validate you That would piss me off too! Ditto. |
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Deleted
Posts: 0
Oct 6, 2024 16:17:54 GMT
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Post by Deleted on Aug 19, 2018 21:29:03 GMT
Not cool. They should just send you a new one. Doubt I'd order again if you've already purchased two defective items.
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Post by freeatlast on Aug 19, 2018 23:06:03 GMT
This surprises me. I've ordered many times from MFT and have only had 2 issues with defective product. Both times they were replaced via email conversations. Maybe they've changed how they handle these type of complaints. As long as they provide me with a code that gives me both the defective product and free shipping, I'm ok with placing the order myself. That way I have tracking info which I didn't have the 2 times they replaced product in the past.
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pinklady
Drama Llama
Posts: 5,922
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Post by pinklady on Aug 19, 2018 23:08:35 GMT
Does this happen to be a die with 4 different leaves, greenery something or other? I purchased it from SSS and since it was out of stock at MFT, the just gave me credit. I’d really like a working die but I really don’t want to reorder.
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Post by riley on Aug 19, 2018 23:51:55 GMT
I don't think that is a good way to handle a defective product. I've never heard of any other company doing it that way. You included pictures and that should generate a refund or a new die.
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Deleted
Posts: 0
Oct 6, 2024 16:17:54 GMT
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Post by Deleted on Aug 20, 2018 14:01:33 GMT
Oh hell no.
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Post by artisticscrapper on Aug 21, 2018 1:12:56 GMT
This doesn’t exactly make me want to order from them or even buy their products. When I think about over the many years I’ve been stamping and scrapping I’ve only had 3 defective products and it was never a hassle to get them replaced. Email, send a picture and the product was replaced. However none of those were MFT products. People should not have to go through a hassle just to replace something that was defective. Sorry you’re having this issue.
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Ohno
Junior Member
Posts: 82
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Post by Ohno on Aug 21, 2018 13:40:41 GMT
Post this on their Facebook page. You will probably get action.
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