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TonyPorter
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Regular user
180 Posts

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I guess most of us order online at one time or another, so I'd like your opinions in regards to receiving (or not) your order through the mail.

If you've ordered and paid for a product and it never turns up, what do you think the outcome should be? Should the dealer send a replacement order or refund your money?.. or do you think that it's just a risk you take when you order online and that you should accept the fact that your money is gone while receiving no recompense whatsoever?

I'd really love to hear people's opinions on this, form a customer and a dealer point of view if possible. Obviously there are certain legal obligations to consider, but then there is also the 'customer service' factor.

You thoughts?
Dennis Michael
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Inner circle
Southern, NJ
5821 Posts

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As of today, everything I ordered I got. Of course I am 65 years old and I might have forgotten something I ordered.

The only problem I had with online order was with an illusionist who failed to deliver the illusion and found out later he was shifty and did this a lot. I finally did get the illusions but he double charged me. I sent him $200 for shipping and then he sent it COD and I had to pay another $200 to get it.

As for Magic, Denny Haney was right on the ball with his products. Amazon is great.

I use pay pal most of the time or credit card.

-Dennis
Dennis Michael
Dave Scribner
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Assistant Manager
Lake Hopatcong, NJ
4861 Posts

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I think the key here is to order from reputable dealers. Denny, Stevens, Abbott's etc. There are of course others but I stay away from new dealers and any that offer prices and services that are too good to be true.

Like Dennis though, regardless of who I order from, I use paypal.

To answer the question though, I think the dealer should be given the chance to make things right. Sometimes it's not their fault and all to often we jump to conclusions and start persecuting them unjustifiably. Ethically I think they should make it right and work with the buyer to determine if a refund or replacement is in order. I believe each situation would be different and ultimately, the corrective action should be left up the buyer to decide what's best for them.
Where the magic begins
TonyPorter
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Regular user
180 Posts

Profile of TonyPorter
Quote:
On 2011-11-24 09:19, Dave Scribner wrote:
I think the key here is to order from reputable dealers. Denny, Stevens, Abbott's etc. There are of course others but I stay away from new dealers and any that offer prices and services that are too good to be true.

Like Dennis though, regardless of who I order from, I use paypal.

To answer the question though, I think the dealer should be given the chance to make things right. Sometimes it's not their fault and all to often we jump to conclusions and start persecuting them unjustifiably. Ethically I think they should make it right and work with the buyer to determine if a refund or replacement is in order. I believe each situation would be different and ultimately, the corrective action should be left up the buyer to decide what's best for them.


I definitely agree Dave. Good dealers and paypal are essential. I've heard SO many good things about Denny but oddly I've never made a purchase, I may have to set that right soon. Smile

I've been both a customer and a dealer and I know that when things would go missing we would replace them. There was no obligation on us to do so, but it creates good will and is just good business. From a customer's point of view it is extremely disappointing when things go missing, firstly because you don't receive the goodies you were so eagerly awaiting, and secondly because you're out of pocket with nothing to show for it. If the postal service loses a parcel it is certainly not the fault of the dealer or the customer, but in my opinion the best course of action (for both parties) is for the dealer to send a replacement and if possible claim insurance.
CardMaker
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Inner circle
Ludwigsburg/GERMANY
1063 Posts

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As being a dealer myself, I have to share my bad experiences too!

It had happened that a/my customer didn't receive his special cards. Well, that my happen from time to time.
He didn't want to have a replacement - he wanted a refund. I did so.
So I lost cards (in fact it was a special deck of cards!).
Later this customer posted in several forums that he enjoys using my special deck.
He has not bought it anywhere else.

Selling as a company: shipping risk is on the company side.
Selling as a private person: shipping risk is on buyers side.
This is at least so in Germany.
CardMaker/Bernd Maucksch
Finest gaffed cards for magicians
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