After sending just one e-mail explaining the situation to the CEO and founder of Bitch Audio I received an e-mail from David Schloss stating that my refund would be processed immediately. I also received an e-mail from Amazon.com letting me know that Bitch Audio had contacted them about the refund as well.
Thanks to the folks at Consumerist.com for all of their excellent ideas/techniques for getting satisfaction from an uncooperative merchant.
Friday, October 12, 2007
Thursday, October 11, 2007
David Schloss - CEO/Founder of Beach Audio
Imagine my surprise when a little Google action turned up the direct contact info for Bitch Audio's CEO and Founder.
Here's the first e-mail I sent trying to resolve this issue;
Dear Mr. Schloss,
I am writing to you because I have been unable to resolve an order issue with your customer service department, Kris Freeman in particular.
Here's the issue; On September 28, I purchased a Pentax K100D/1855 6.1 MegaPixel Digital SLR Camera with 2.5" LCD AND 18-55mm Zoom lens with Shake Reduction.
That same day, I received an e-mail confirmation from your company stating that I was being sent the above item. I will forward this to you shortly. Your company charged me $488.44 (with expedited shipping as I am getting married THIS WEEKEND). When the package arrived, it contained only the camera body. When I called your company to check on the problem, Courtney in customer service told me that it was a mistake and I could send the camera back for a refund. I explained that I needed a camera for this weekend (my wedding reception) and could she please just send the lens as advertised (and confirmed via an e-mail from Beach Audio - again, I will forward this e-mail shortly). I was told that was impossible because the lens only comes in a kit. This has been confirmed as NOT true by several local Pentax retailers (17th Street Photo, B&N, etc.). I then asked to speak with Courtney's supervisor.
After about 12 minutes on hold Kris Freeman got on the phone and began to explain the ASIN issues, etc. I stopped him, because as a consumer, it is really irrelevant why it happened. I just wanted what your company advertised and what I paid for. After another 5-7 minutes of back and forth, Kris asked if he could check on 'what he could do for me' and call me back. I cautiously agreed. A half an hour later he called back to tell me that Beach Audio would be e-mailing me a UPS return label (the same thing Courtney told me 40 minutes earlier). Again, I stressed how important it was for me to resolve this issue QUICKLY (wedding, reception, etc.). Kris Freeman told me that he would start the refund process the minute UPS had the package. Well, UPS had the package on 10.02.07. When I e-mailed Kris Freeman, he told me he would 'try' to confirm receipt and that the contents were all there (I assure you they are) before begining the refund process.
It is now 10.11.07 and I have yet to hear back from Mr. Freeman. I am sure you'll agree that this is not a very high level of customer service.
I hope that you can see that I as the consumer did nothing wrong here. I simply clicked on the purchase link and paid your company (you) my $488.44 to get a camera that your company (you) advertised. I am being penalized for your company's mistake. All I ask is for a timely refund. This has been going on for a week now and I will not have the funds back in my account in time to purchase a camera before my wedding. I figured I could trust Beach Audio because of your user testimonies, etc. I have had the exact opposite experience with Beach Audio and will be hard pressed to do business with you again.
Oh, and by the way, I found the camera AND LENS at 17th Street Photo here in NYC for $10 dollars less than your advertised price. Of course I can't buy it until your company refunds my money.
I hope as CEO and founder of Beach Audio, you can see your way clear to have your customer service reps answer e-mails in a timely fashion and process my refund as promised by Kris Freeman.
Thanks you for your attention to this matter and I look forward to hearing from you soon.
Xxxxxx X. Xxxxx
You can contact David Schloss directly at Dave @BeachAudio.com, or by phone at 310/937-8914.
Tune in to see what comes of this, the first of many pestering e-mails I plan on sending to this joker.
Here's the first e-mail I sent trying to resolve this issue;
Dear Mr. Schloss,
I am writing to you because I have been unable to resolve an order issue with your customer service department, Kris Freeman in particular.
Here's the issue; On September 28, I purchased a Pentax K100D/1855 6.1 MegaPixel Digital SLR Camera with 2.5" LCD AND 18-55mm Zoom lens with Shake Reduction.
That same day, I received an e-mail confirmation from your company stating that I was being sent the above item. I will forward this to you shortly. Your company charged me $488.44 (with expedited shipping as I am getting married THIS WEEKEND). When the package arrived, it contained only the camera body. When I called your company to check on the problem, Courtney in customer service told me that it was a mistake and I could send the camera back for a refund. I explained that I needed a camera for this weekend (my wedding reception) and could she please just send the lens as advertised (and confirmed via an e-mail from Beach Audio - again, I will forward this e-mail shortly). I was told that was impossible because the lens only comes in a kit. This has been confirmed as NOT true by several local Pentax retailers (17th Street Photo, B&N, etc.). I then asked to speak with Courtney's supervisor.
After about 12 minutes on hold Kris Freeman got on the phone and began to explain the ASIN issues, etc. I stopped him, because as a consumer, it is really irrelevant why it happened. I just wanted what your company advertised and what I paid for. After another 5-7 minutes of back and forth, Kris asked if he could check on 'what he could do for me' and call me back. I cautiously agreed. A half an hour later he called back to tell me that Beach Audio would be e-mailing me a UPS return label (the same thing Courtney told me 40 minutes earlier). Again, I stressed how important it was for me to resolve this issue QUICKLY (wedding, reception, etc.). Kris Freeman told me that he would start the refund process the minute UPS had the package. Well, UPS had the package on 10.02.07. When I e-mailed Kris Freeman, he told me he would 'try' to confirm receipt and that the contents were all there (I assure you they are) before begining the refund process.
It is now 10.11.07 and I have yet to hear back from Mr. Freeman. I am sure you'll agree that this is not a very high level of customer service.
I hope that you can see that I as the consumer did nothing wrong here. I simply clicked on the purchase link and paid your company (you) my $488.44 to get a camera that your company (you) advertised. I am being penalized for your company's mistake. All I ask is for a timely refund. This has been going on for a week now and I will not have the funds back in my account in time to purchase a camera before my wedding. I figured I could trust Beach Audio because of your user testimonies, etc. I have had the exact opposite experience with Beach Audio and will be hard pressed to do business with you again.
Oh, and by the way, I found the camera AND LENS at 17th Street Photo here in NYC for $10 dollars less than your advertised price. Of course I can't buy it until your company refunds my money.
I hope as CEO and founder of Beach Audio, you can see your way clear to have your customer service reps answer e-mails in a timely fashion and process my refund as promised by Kris Freeman.
Thanks you for your attention to this matter and I look forward to hearing from you soon.
Xxxxxx X. Xxxxx
You can contact David Schloss directly at Dave @BeachAudio.com, or by phone at 310/937-8914.
Tune in to see what comes of this, the first of many pestering e-mails I plan on sending to this joker.
Wednesday, October 10, 2007
Amazon Offers At Least One Way to Avoid Bait and Switch
http://www.amazon.com/gp/offer-listing/1580087620/ref=dp_olp_2/002-3345450-1405667?ie=UTF8&qid=1187621471&sr=8-1
From the awesome website
http://consumerist.com/
An excellent resource for consumers who have been ripped off.
Again, avoid Beachaudio.com at all costs. They are bait and switch experts!
From the awesome website
http://consumerist.com/
An excellent resource for consumers who have been ripped off.
Again, avoid Beachaudio.com at all costs. They are bait and switch experts!
The first of many lies from Beachaudio.com
Here is the first confirmation e-mail I received from Bitch Audio.
MUST READ Order Information from Beachaudio.com!
From: info@beachaudio.com
Sent: Fri 9/28/07 12:32 PM
To: xxxxxx@hotmail.com
Dear Xxxx Xxxxx,
Thank you for your recent purchase on the Amazon marketplace. We are committed to providing you with perfect service. If for any reason you are not completely satisfied with your service, please contact us immediately at 877-804-0495 (M-F 9A-5P PST). We will ship the following item to you:
1 Pentax K100D/1855 6.1 MegaPixel Digital SLR Camera with 2.5" LCD and 18-55mm Zoom Lens with Shake Reduction (Pentax K100D)
If the above description does not match what you ordered, please contact us immediately. We will ship this item to:
Xxxx Xxxxx
xxx Grand Street
Apartment xx
Brooklyn, NY xxxxx
Orders are processed within 1 business day with orders received by us before 11AM PST usually shipping the same day! Please note: The time stamp on this email represents the time Beach Audio received this order, not the time it was placed on Amazon. Delivery time is usually between 1-6 business days.
ORDER TRACKING:You will automatically receive your tracking number by email the day afteryour order ships. You may also track your order in real time on our web site: http://www.beachaudio.com/orderstatus.php
RETURN POLICY:Please see our complete return policy at:http://www.beachaudio.com/info.phpPlease note that we can not accept any returns on any software or television greater than 20"
You can contact Kris(sy) Freeman at Bitch Audio at 877/804-0495.
Again, avoid this 'company' at all costs. They are bait and switch experts.
MUST READ Order Information from Beachaudio.com!
From: info@beachaudio.com
Sent: Fri 9/28/07 12:32 PM
To: xxxxxx@hotmail.com
Dear Xxxx Xxxxx,
Thank you for your recent purchase on the Amazon marketplace. We are committed to providing you with perfect service. If for any reason you are not completely satisfied with your service, please contact us immediately at 877-804-0495 (M-F 9A-5P PST). We will ship the following item to you:
1 Pentax K100D/1855 6.1 MegaPixel Digital SLR Camera with 2.5" LCD and 18-55mm Zoom Lens with Shake Reduction (Pentax K100D)
If the above description does not match what you ordered, please contact us immediately. We will ship this item to:
Xxxx Xxxxx
xxx Grand Street
Apartment xx
Brooklyn, NY xxxxx
Orders are processed within 1 business day with orders received by us before 11AM PST usually shipping the same day! Please note: The time stamp on this email represents the time Beach Audio received this order, not the time it was placed on Amazon. Delivery time is usually between 1-6 business days.
ORDER TRACKING:You will automatically receive your tracking number by email the day afteryour order ships. You may also track your order in real time on our web site: http://www.beachaudio.com/orderstatus.php
RETURN POLICY:Please see our complete return policy at:http://www.beachaudio.com/info.phpPlease note that we can not accept any returns on any software or television greater than 20"
You can contact Kris(sy) Freeman at Bitch Audio at 877/804-0495.
Again, avoid this 'company' at all costs. They are bait and switch experts.
Twelve days later and still no refund
After a week of waiting, the wonderful people at Bitch Audio have yet to confirm that my refund is even in the works. Kris(sy) Freeman tells me; "The package was delivered yesterday morning. I will try to get confirmation today that the item was not broken and that all parts were returned and process your refund".
How long can it take this rinky-dink 'company' to process a refund? They are thieves and scam artists. He should try to be a better business person and try NOT to rip-off customers who pay their money expecting to get what they paid for. He should try to be honest; he should try not to be a dick on the phone; and he should try to do the right thing. They fuck up and the consumer pays the price, literally.
The worst thing is - Kris(sy) Freeman flat-out lied on the phone to me. He told me that the camera and lens were ONLY available as a kit. That's funny, because I just bought the camera and lens separately at New York's famed 17th Street Photo. They were incredibly helpful, knowledgeable, and not thieves. They did not try to upsell me any extended warranties, extra batteries, or any of the other bullshit that Bitch Audio tried.
As it stands, I am still out my $500. Who is earning interest on this money? Not me while it sits in their bank account that is for sure.
Kris Freeman at Beachaudio.com should be avoided at all costs. Bait and Switch experts who tell you one thing and then do another.
Bad online retailers to say the very least. Thieves at the very worst.
This post was brought to you by the letters 'T', 'R', and 'Y'.
How long can it take this rinky-dink 'company' to process a refund? They are thieves and scam artists. He should try to be a better business person and try NOT to rip-off customers who pay their money expecting to get what they paid for. He should try to be honest; he should try not to be a dick on the phone; and he should try to do the right thing. They fuck up and the consumer pays the price, literally.
The worst thing is - Kris(sy) Freeman flat-out lied on the phone to me. He told me that the camera and lens were ONLY available as a kit. That's funny, because I just bought the camera and lens separately at New York's famed 17th Street Photo. They were incredibly helpful, knowledgeable, and not thieves. They did not try to upsell me any extended warranties, extra batteries, or any of the other bullshit that Bitch Audio tried.
As it stands, I am still out my $500. Who is earning interest on this money? Not me while it sits in their bank account that is for sure.
Kris Freeman at Beachaudio.com should be avoided at all costs. Bait and Switch experts who tell you one thing and then do another.
Bad online retailers to say the very least. Thieves at the very worst.
This post was brought to you by the letters 'T', 'R', and 'Y'.
Wednesday, October 3, 2007
Why I hate BeachAudio.com
I started this blog because I am sick and tired of online 'retailers' scamming customers via Amazon.com's Marketplace. I ordered a Pentax K100D DSLR camera from this 'company'. The Amazon listing clearly stated "Pentax K100D 6.1 MP Digital SLR Camera Shake Reduction AND 18-55 mm f/3.5-5.6 Lens". That is what I added to my cart. That is what my credit card was charged and that is what is listed on both of my order confirmations. I paid an extra $30 for expedited shipping (I have my wedding reception coming up very shortly). When the camera arrived, I was shocked to find only the camera body - no lens.
When I called this 'company', the customer service drone (her name was Courtney) was anything but helpful. She stated, "Oh, that was a mis-listing. You can buy the lens at an additional cost." When I asked if they were planning on ever notifying me, she said, "Yeah, I guess we should have e-mailed you." Ya think? I asked to speak to her supervisor.
After a good 10 minutes on hold (classy move Bitch Audio.com), I was greeted by Kris Freeman, who is perhaps the single WORST customer service manager I have ever encountered. He (yeah, his name is spelled like a girl's name) started to explain that Amazon listed the wrong ASIN and that they (Bitch Audio.com) were not responsible for the error. I stopped him because why it happened is really quite irrelevant. I paid for a camera body and lens and was charged for the camera body and lens but only received the camera body. All of this a week before my wedding reception...
Kris(sy) Freeman at Bitch Audio spent the next fifteen minutes explaining why he could not make this right. I am in sales and if one of my customers called with a complaint of this nature, I would bend over backwards to 'make it right'. Kris(sy) Freeman, on the other hand, chose to blame me - he said I should have known better ordreing a camera over the internet, and to blame Amazon.com. When I reminded him that Bitch Audio.com sent me a confirmation as well, he said, "Well, I guess we dropped the ball there". Ya think?
After another 15 or 20 minutes of back and forth and then a 20 minute wait while he "checked to see what he could do about the problem" I was told that I would be sent a return label and to send the camera back. Now I have to deal with UPS, pack up the box, and wait for another 10-12 days for a refund! Any comapany worth a damn would have sent me the camera that I ordered along with the retun label. Why am I, the customer, being forced to wait on them, the shitty retailer? They took my money and did not hold up their end of the bargain. After 6 days, I am back to square one - worse off actually, as I am now out 500 bucks while they wait for the return of their fuck up.
I would urge anyone considering doing business with this 'company' not to. They are not good business people and their customer service is basically a crock.
Again, Beach Audio.com basically pulled a bait and switch. It's an oldie but a goodie. Do not fall prey to these merchants.
Check back for updates - I wonder how long before I actually get my money back.
When I called this 'company', the customer service drone (her name was Courtney) was anything but helpful. She stated, "Oh, that was a mis-listing. You can buy the lens at an additional cost." When I asked if they were planning on ever notifying me, she said, "Yeah, I guess we should have e-mailed you." Ya think? I asked to speak to her supervisor.
After a good 10 minutes on hold (classy move Bitch Audio.com), I was greeted by Kris Freeman, who is perhaps the single WORST customer service manager I have ever encountered. He (yeah, his name is spelled like a girl's name) started to explain that Amazon listed the wrong ASIN and that they (Bitch Audio.com) were not responsible for the error. I stopped him because why it happened is really quite irrelevant. I paid for a camera body and lens and was charged for the camera body and lens but only received the camera body. All of this a week before my wedding reception...
Kris(sy) Freeman at Bitch Audio spent the next fifteen minutes explaining why he could not make this right. I am in sales and if one of my customers called with a complaint of this nature, I would bend over backwards to 'make it right'. Kris(sy) Freeman, on the other hand, chose to blame me - he said I should have known better ordreing a camera over the internet, and to blame Amazon.com. When I reminded him that Bitch Audio.com sent me a confirmation as well, he said, "Well, I guess we dropped the ball there". Ya think?
After another 15 or 20 minutes of back and forth and then a 20 minute wait while he "checked to see what he could do about the problem" I was told that I would be sent a return label and to send the camera back. Now I have to deal with UPS, pack up the box, and wait for another 10-12 days for a refund! Any comapany worth a damn would have sent me the camera that I ordered along with the retun label. Why am I, the customer, being forced to wait on them, the shitty retailer? They took my money and did not hold up their end of the bargain. After 6 days, I am back to square one - worse off actually, as I am now out 500 bucks while they wait for the return of their fuck up.
I would urge anyone considering doing business with this 'company' not to. They are not good business people and their customer service is basically a crock.
Again, Beach Audio.com basically pulled a bait and switch. It's an oldie but a goodie. Do not fall prey to these merchants.
Check back for updates - I wonder how long before I actually get my money back.
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