Wednesday, September 23, 2009

The Worst Customer Service Experience In My Hobby Tenure

No it's not about a redemption (although I Have plenty of those also) its about a company named Pennzoni Display. Awhile back I was looking for a nice multi-slotted wood box, velvet or velvet-like lined, with a hinged lid to store and display some of my vintage cards.

A long-time advertiser in multiple hobby publications, when this purchasing need arose, I knew immediately who to turn to proving that print advertising as a tool for branding and product awareness still works.

I found what I thought I was looking for based on the website description despite enough specification and dimension information. before ordering I called to insure that the box was made of oak (as it appeared) and that it would fit top-loaded cards upright. I was told it did and proceeded to order.

Upon arrival of my purchase I found that the box was not made out of oak but instead pine with an oak stain AND it didn't fit top-loaders. I called to complain and they told me to send it back for a refund as they had no alternate product to substitute to serve my needs.

This is when the REAL headaches began. Despite prompt 3-day UPS Ground shipping, at my expense, 10 days later I still had not received a refund. I called, and they said it could take up to 14 business days. So, after waiting another week, and still not showing a credit refund to my credit card, I called again. And again and again and again. A total of about 8 phone calls. By this point I am really angry and demand to speak with the owner, who after 12 minutes of holding gets on the phone and ask me a rude tone as if I had slighted HIM, "What do you want?!?!"

I said, "Excuse me, I am a dissatisfied customer" and proceeded to explain what was going on. He said he would take care of it and pretty much hung-up on me.

3 days later I finally get a credit refund. For PARTIAL amount. I called back even more pissed asking for an explanation and to speak with the owner. Again he was very rude and proceeded to tell me there was a 40% restocking fee.

Whoa, whoa, whoa I said, "What are you talking about?!?" Suffice it to say things got ugly from there and I will NEVER, EVER buy anything from Pennzoni Display and I hope you never do either.

Pennzoni Display Sucks!


beardy said...

Wow, that is just shitty. I almost bought one of those a few months ago, before finding a cheaper option.

They really do look like nice boxes, but knowing they're first class jerks will keep me and hopefully everyone else away.

William Noetling said...

Time to call your credit card company and explain the situation to them, and do what's called "a chargeback". You were not satisfied with the product or the turn-around time for refund, you should get a full refund on the item, and the chargeback will go against the company's records. Too many chargebacks and they don't get to take credit-cards anymore.

Oh and 99% of the time the customer wins. Worked in the credit-card industry, people do this all the time.

Rob- AKA "VOTC" said...

Now you tell me William. LOL :) Thanks for the comment so other people know.

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