I ordered a laptop mount from expressmounts.com. The total cost with shipping was almost $300. While assembling the product, a key part broke. It was obvious from looking at the break that it was a defective metal casting. I called the company and they promptly shipped a replacement and charged my credit card $69.95 to be refunded when the broken part was received by them. When I received the confirmation e-mail for the return, it said that I would be responsible for the shipping to return the defective part. Their rationale was that if I got a defective item from Wal-Mart, I would pay for the gas to go there and return it. That may be true, but I wouldn't make a special trip so there would be no additional expense to me. And if I get a defective product from Wal-Mart Online, they pay the return shipping.
I immediately (by now, their office is closed for the weekend) sent an e-mail explaining my objection. I received an automated reply stating that I should expect an answer with 24 hours during the business week. Monday, no reply. Tuesday, no reply.
First thing Wednesday morning, I called the merchant and explained my objection. The schlub on the other end of the phone simply said that that was their policy and it wasn't going to change. I asked to speak to his supervisor. He wasn't available. I asked to speak to HIS boss. Not available. HIS boss? Not available. OK, run me up the ladder as far as it takes to talk to someone. No one is available, just me.in the whole company, no one is available to talk to except you? Right. I don't believe that. Well he insisted that he was the only one available. So I called back to the main number trying to go in through another door. Again, nobody available. But they would take a message and have them call me back. I was leary since I had sent an e-mail over the weekend which they said would be replied to with 24 hours. Yet on the third working day, I had still not received a reply. But I left a message and told her that I expected a prompt call back. Six hours later, no call back. So I called again. Still no one available. Ok. Fine.
At this point I gave up and called the manufacturer. This is the way customer service OUGHT to be. I briefly described the situation and that I couldn't get any satisfaction from the retailer. No problem, he says, I'll send you out a replacement first thing in the morning with no charge. Not only was there no charge, they did not ask that the broken piece be returned.
At this point I called Express Mounts back and said OK, this is what is going to happen. I said that when the part they sent arrived, it would be promptly returned and that I expected ALL charges to my credit card to be promptly reversed. We will see what happens and I will post an update.
Furthermore, I would no longer be doing business with them and I would advise anybody I could to do the same.
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