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Nov 22, 2005
Nov 22, 2005
Worst Retailer Ever .
The reviews of this store seem to be in agreement, the satisfied customers were those lucky enough to have ordered an item that was in stock and took advantage of their very low prices . Anyone who has had to deal with returns, out of stock items, or any customer service issues does not appear to be recommending this site .
Personally, having ordered from numerous online retailers for car audio electronics, and having worked in retail electronics and customer service myself, this is the WORST CUSTOMER SERVICE EXPERIENCE I have ever had .
I ordered an amplifier back in mid-late July, along with two other items; the prices were very low and the site looked very professional . The amplifier showed up with physical damage, the acrylic cover was cracked, either during shipping or in the warehouse . I was very disappointed since the amplifier was NOT SHIPPED WITH ANY PACKING MATERIAL that would protect it during shipping . This seemed like obvious neglect on their part . I contacted them immediately and was informed that they would pass my claim on to UPS, then UPS would come inspect or pick-up the item for a return, when they received the item they would ship another . I then phoned UPS and talked to two very helpful reps . To speed up the process I explained the damage, then e-mailed them a dozen or more very clear digital photos of the damaged item and packaging . They responded promptly telling me they would pass their findings on to the retailer . After a week of being in the dark I called Online Car Stereo, informing them that I had sent pictures but hadn't heard back about the item . With no apology they told me the item would be picked up within four business days . A week passes . I phone Online Car Stereo again, explain that the item has not been picked up and I have not been contacted . With no apology, the same rep. as before tells me it will be taken care of promptly . A week passes . I phone Online Car Stereo again, very angry . The same rep picks up, without apology explains that the item will be picked up within four business days; she does not explain the delays . I explain that I have been given this answer numerous times and have no reason to believe that they will follow through, having lied to me repeatedly already . She tells me that 'she promises' it will be taken care of this time .
I voice my concern that if they ship amplifiers with no packing material, the return amplifier is just as likely to arrive damaged . She 'promises' the return amplifier will be shipped with adequate packing material . I question why, if packing material is available in their warehouse, they don't use it on orders as a matter of policy . This question is not answered .
Several weeks pass without response . I am very angry, but at this point it seems like my only option is to take legal action . I don't know the first thing about how to do this, so I suck it up, tell myself that the damage only looks cosmetic, and install the amplifier . I consider myself a skilled installer, but the amplifier turns on and off sporadically, loses sound in one of its channels, then refuses to turn on after 30 operational hours .
I call the manufacturer, who is very helpful, but tells me a return must be done through the retailer . I phone Online Car Stereo again, extremely irate . The SAME customer service representative picks up the line . I explain the whole story, being interrupted and placed on hold a ridiculous number of times during my explanation . I am told the amplifier will be replaced if I ship it back, but I refuse to pay for the return shipping, based on the fact that the damage is their fault and the item was never picked up initially after I made repeated and more than reasonable attempts to get them to honor their word . I request the manager, who eventually picks up the line and does not budge, telling me without apology that I am in the wrong for installing the item when it was damaged, and that I am "being ridiculous" and should simply ship the amplifier back for a prompt service or replacement . I hang up, red in the face .
Their seems to be no way to win with these people . They operate with a complete lack of professionalism and make no attempt to satisfy their customers what-so-ever . I was never even given an apology during any of my contacts with them, which might seem petty but bothers me very much . I feel like I am being taken advantage of and have no way to get them to deal honestly and fairly .
I would NEVER PURCHASE FROM THIS COMPANY AGAIN, even if their prices were half that of other retailers . My WORST EXPERIENCE AS A CUSTOMER EVER .
Writing this review has been the only satisfaction I have gotten from my amplifier purchase, I hope it can make someone reconsider using this retailer .
At the time of this review I have returned my amplifier and do not know the status of its "repair" . I fully expect to never see my product again and to have wasted $329, which I earned at a rate of $7.50 per hour .
I have since used SonicElectronix.com, which also has very low prices, is very prompt with shipping, and communicates well with its customers .