Wrong or Right

woodtrapper · #1 06-17-2006, 09:58 PM

This weekend I purchased an eight piece stubai carving set at a company I do business with that was having a yearly clearance sale.I picked up the package and put on the counter and said hold this because going to shop for a while.When I paid for the chisels and put them in the car I drove home.I opened the set to test them out and noticed there was only six instead of eight.The co. said I was out of luck and asked me if I knew how many people called and asked if I knew if how many people called and said they were missing something.I was surprise that they were not willing to work with me.What would you do?

wade clark · #2 06-17-2006, 10:30 PM

Take it back and speak with the manager. Tell him the whole story. If he won't be fair with you ask for a refund on the 6 and tell him he's lost a good honest customer. At the least, let him know that you think they've been unfair to you if they don't make it right. If he's the only local supplier, you might not want to burn that bridge. Butthere are many companies on the internet that would love to have your business.
Wade

rick-in-seattle · #3 06-18-2006, 04:36 AM

Davy,
That is a tough one; most companies have a policy of no returns or exchanges on sale or clearance items.
Unless you are a regular customer, most companies will stick to that policy.

I can understand both sides of the problem, I have been on both sides myself.

You won't get anywhere by arguing the point with the manager over the phone.
Debating the point in the store may have some effect, if customers are present.

If the manager will not "make it right", your options are (1) Forget about it and take your business elsewhere, (2) Forget about it and continue to shop there, or (3) File a complaint in small claims court.

In North Carolina there is a $65 dollar fee to file, but if you win, it is returned as part of the judgement.
http://www.ncdoj.com/DocumentStreame...court%2005.pdf

Myself, I tend to take my business elsewhere in these situations.

arbarnhart · #4 06-18-2006, 06:21 AM

Don't overlook contacting Stubai as an option. If it was obvious the box was opened, you should have checked the contents. If you did that before first bringing it to the front this is a different issue than if you never checked. If the box appeared to be sealed, they may have actually received it that way. If the store won't give you a full set, I bet Stubai would supply the missing pieces if you contact them directly.
I would want to talk with the manager though. The comment made when you called would boil my blood. I infer something from it I don't like. It's not an outright accuasation, but it is pretty close. You might tell the manager you understand he doesn't want the problems that companies like Nordstroms or Wal-Mart have (extremely liberal policies).

But this does hinge on one major point - was the box sealed and if not did you look in it?

whitecree · #5 06-18-2006, 02:08 PM

Quote:

Originally Posted by woodtrapper

I opened the set to test them out and noticed there was only six instead of eight.The co. said I was out of luck and asked me if I knew how many people called and asked if I knew if how many people called and said they were missing something.

I'd ask him if he knew how to count to 8, then I'd mention that selling a boxed set of 8 as a boxed set of 8 when there are only 6 is misleading advertising, at the very least. Also mention that the BBB is very interested in such things, and whatever happened to practicing business in good faith? Are you not a regular customer, and therefore deserve a little extra consideration?

I could understand the fella's attitude if this was the only time you had ever done business with him, but you are a repeat customer, something no business in the world ignores lightly.

Go back there, and pound on the counter until he gives in. Contact Stubai and ask if this guy is an authorized dealer and if so, to consider pulling his authorization. Fight for it. There is a principle at stake here.

JIM QUILICI · #6 06-18-2006, 02:54 PM

I have danced on the counter before, sometimes that works , and try not to slober or froth at the mouth ,that does not look so good. but wait till there's a lot of people , suprising how fast they fix things to get rid of you .
Just old Jim

Hi_Ho_Sliver · #7 06-18-2006, 03:55 PM

If it is a boxed set of 8 chisels, they know what configuration the chisels are and there would be no point in you trying to get two chisels from them that would be duplicates! Sounds like a crummy place to do business with to me...remember the squeeky wheel gets the grease, you might mention you will post the whole sordid situation on the "numerous" carving forums you are on and if you are serious put an ad in the paper....or at least tell them you are considering it seriously

jillsy · #8 06-18-2006, 05:57 PM

This sounds just like it belongs on one of the "What's the Verdict" court cases I've posted!

You can always tell the manager you'll be contacting the Better Business Bureau (especially since they admitted to having people call all the time with the same problem) and then if they still don't help, why not follow thru and report them?

As for icing on the cake, you can tell them you know many woodcarvers who know now not to do business with them! Can't hurt...might help!

Tucson Bill · #9 06-18-2006, 06:06 PM

Kind of reminds me of an incident that happened to me many years ago (we won't go into how many here!). I was pretty heavy into tropical fish at the time. While in the largest fish store in Boulder, CO I bought one of those phony ceramic painted mountains. Took it home and put it in my tank. A couple of days later I noticed the 4 Julii catfish I had were dead. Thought about it for a while and finally pulled the ceramic mountain out. Took a fingernail to it and sure enough the paint came right off.

Anyway, I took the offending piece back to the store and found a salesman (we still had those back then instead of salespersons) and explained my problem. I should point out that this was on a Saturday afternoon and the place was elbow room only! Anyway, he said "No problem, we will refund your money." I asked about replacing the fish it had killed, and he flatly refused. Then he put the damned thing back on the shelf. Well, that did it for me. I picked up the ceramic mountain and exclaimed in a very loud voice "you mean to tell me you are still going to sell decorations that you know kill fish?" I then broke it in half and put it back on the shelf and walked out. I looked back and I think half of the customers were following me!

Later that day I got a call from the store owner (a friend of mine) explaining they had purged all stock made by that company and he asked me to come back in and he would give me a half dozen catfish for free!

Wrong or right? At least I got the poisonous ceramics out of the store.

I agree, don't underestimate the power of a store full of customers, or the power of a repeat customer!

woodtrapper · #10 06-18-2006, 07:03 PM

First of all I would like to thank everybody for their enthusiasm on the subject. I did talk to the regional manager at the store and they looked at the surveylance videos and said the chisels never left my bag. To shorten this story they have four stores in the surrounding counties and I didn't think that my missing chisels would break the bank. I have until tomorrow to stop the check but I think I can approach it in a different way. I have not mentioned the company's name on this forum because I'm not sure if it would be all right to do that. I do know of a pretty big woodcarving club that is sponsered by this company and I will be letting them know about my dilema. I guess I will cut my losses but I will not give them any more of my business or refer them. I will take the advice that everyone has given me and write the Stubai company and see what they have to say.