I ordered a speaker set from Fortuna via Overstock Auctions. They listed it as only the speakers, no cables nor wallmounts nor manual. I received the package without a subwoofer. They initially acknowledged that it was their mistake and a new employee messed up many postings. They offered a paltry $20 credit. I said I wanted a full refund and I'ld return the equipement. They agreed. They said they would sent me a return shipping label and a confirmatin e-mail. Well no confirmation e-mail nor shipping label. I e-mailed them. They responded saying that my "request" was denied. How can a company offer me a settlement then call it a request on my behalf and deny it!
Regardless they cited it was never meant to come with a subwoofer. Ok Ok. Lets disregard the elaborate story they fed me AND the acknowledgement that a subwoofer was included AND that they would have sent me another subwoofer but they ran out because they already mailed the other auctions for the same item.
Let's focus on their claim. The posting says all speakers. Google 'subwoofer definition' and one will read that the accepted definition is a subwoofer: A speaker designed to reproduce very low bass frequencies.
Additionally they list in other auctions when the subwoofer IS NOT included. It is in BIG BOLD letters in other postings. So even if I wer eto believe for a second that they do not include subwoofers in their definitions as speakers (which they are still accountable for), how could they explain the apparent isolated change in posting convention?
I have actually ordered from the recently and have been satisfied with the other product. SO I'm not saying their some evil company bent on screwing over anyone and everyone, but they are miserable at customer service and will do anything to make a buck. They literally explained to me (back when they were admitting it was their error) that they couldn't offer me more than a $20 credit because they spent X amount of dollars and they would turn a profit! I'm sorry, but when a company messes up a transaction they should not try to work it that they are sitll making a profit on a customer. Let alone the subwoofer alone goes for $90 on ebay. The auction would never had gone as high as it did if it did not include a subwoofer. So in the end even with a $20 credit they would be making more money that a full refund to me or having sold the item without a subwoofer listed.
Sorry for the rant, but I wanted the case clearly stated before "Alicia" from Fortuna writes back with some blanket silly damage control statements that don't address the issue at all.
Here's a challenge to Fortuna, if you really do care about the customer, write back on this forum explaining why you originally told me the story that it was your error and appologized then promised me a full refund, but now you are refusing a full refund. Please don't post something like "We're sorry to hear your disatisfaction. We here at Fortuna make every atempt to reconcile all issues. Please e-mail us to further discuss." If you really care and want to show customer support write back an explanation and an offer for support. I've tried e-mail and phone correspondance with you already. Let's see what happens when whis is posted on some consumer watch boards and the BBB.
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