Dear all
If you use www.gemm.com there is something to be aware of
as a buyer and seller on gemm for quite some time now i experienced my first major problem and double rip off this week with me loosing 300.00 plus now gemm process my payments for me and hold payment for 4 to 8 weeks before paying me rather than me taking payment direct.
Now the issue is a string of problems arose from one incident this week.
A customer purchased an item from me on gemm, and emailed me to say he was not happy when he received the item.instantly i emailed the customer and asked him to return the item for a full refund and apologized like any decent business or person would do. At the same time the customer new the gemm rules, the customer contacted gemm and received a refund the same day.
So lets get this straight, complain about an item on gemm and receive a full refund and get to keep the $130.00 item or even $1000.00 item??? Gemm do not require or ask the customer to return the item and dont overlock this for you, i has to ask them the same question 3 times out of shock. The madness does not end here!
Instantly i complain to gemm and ask them what is going on? Surely in any instance if you buy something you have to return for a refund not to keep the item and receive a refund at the same time. Otherwise people in the usa would be buying cars on there credit cards and asking for refunds left right and centre.
I queried the laws with gemm and complained to gemm two or three times and mentioned i would report this to the trading standards, but instead of receiving a reply with an explanation they decided to re-move my account from gemm completely.
Including all my protection for my items i purchased and payment details of money gemm owe me. My account has over 300.00 the last time i checked and now gemm wont even reply to my e-mails and they think they are very clever.
The last person at customer service: [email protected] was incredibly rude and unhelpful he would not reply to any of my questions and just emailed me the small print from gemms terms and conditions
And here they are folks
Clause b
Since GEMM does not directly handle any of the product sold on our web site we are absolutely required to refund customers without delay when we receive a demand for a refund. This policy is absolutely required of us by the credit card companies. This is not something we could change if we wanted to.
We always check a customer's order history before we issue a refund and block customers from future ordering at our discretion if we believe the customer has asked for too many refunds or refunds for suspicious circumstances. However, that's the most we can do if we disagree with a customer's request for refunds.
If this policy is not acceptable to you let us know. We do not wish to have sellers participating in GEMM with GEMM processing payments for their customers orders unless they fully agree to GEMM's refund policy. We would only prefer to deal with sellers who are OK with our refund policy and accept the possible loss due to our refund policy as a potential cost of doing business through mail order using GEMM.
If the potential loss is unacceptable, no hard feelings, we fully understand. We can remove your catalog immediately if that is preferable for you. Keep in mind, our refund policy is not at all open for discussion or debate regarding changing it. As stated above we couldn't change it if we wanted to.
The decision is entirely yours as to whether to continue knowing that customers can be refunded on demand, and GEMM will refund customers without contacting you first or getting your permission for the refund or the refund amount. GEMM expects full reimbursement for all the refunds we deem it necessary to issue because of our refund policy.
To elaborate, according to federal law we can't charge a customer for something unless they expressly agree to the charge beforehand. According to our relationship with the credit card companies we have to refund customers on demand, no matter what. The most we can do is block customers from ordering again in the future. So, we're really stuck between a rock and a hard place as far as what we can do with regards to refunding or not refunding customers. We want to make sure you're aware of this situation and are OK with it if you want to proceed with us in to the future.
And if you complain to gemm about anything this is what they do, keep your money and send you this email
Mr smith
Wrong answer. Your account is removed from GEMM and your catalog purged.
GEMM is not in the UK and must abide by USA credit card company rules as outlined in B) I suggest you read what it says.
My final word
i wonder what some of you will make of this posting i find it disturbing, more big business just ripping off the small business man and allowed to get away with it
Record seller
Brighton, California
United Kingdom
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