NationalAVSupply.com
Bad Customer Service Restocking Fees Ripoff

Grrrrr... I hate bad customer service. Long rant:

On June 20th, I order products from nationalavsupply.com. Nothing on the site indicated a) that the product was out of stock and b) the product wasn't something they had, but something that was shipped directly from the manufacturer. Silly me for assuming that a) it was in stock and b) it was something they had, since they were selling it.

On June 28th, I called to find out WHY I hadn't received the items. I was told that it was out of stock. So I told them to cancel the order - and was promplty told that they couldn't cancel the order, because it had already shipped, but that they would contact me with a return authorization.

On July 5th, I called again to get the return authorization. The CSR, Dave, told me he'd have to look into it and would call me back.

I hear nothing from him.

Supposedly, the product was shipped on June 28th, which is why I couldn't cancel the order. If that's the case, why does the product not arrive until July 7th? And why does the UPS label have the ship date of July 5th? Hmmmm...

Yesterday I received and invoice / receipt from the company for the product - dated July 20th. On the bottom of the invoice it indicates that there will be a 15% restocking fee for any returned merchandise. So I call again, trying to get a return authorization from them and they tell me that it's now a 20% restocking fee, because I waited so long to return the item. Grrrr... So I ask to speak to a supervisor. Guess who I get to talk to again? Dave. When I go through the speil about the return, Dave asks who I spoke to back in June. And I say, "Dave" - his reply?"I'm the only Dave here. You didn't talk to me." - Now the game is on. He tries to tell me that there's no way they can rescind the 20% restocking fee because that's being imposed by the manufacturer, not their company. I told him that his company should eat the cost since I cancelled the order before it shipped - but he says no, they won't, because the order wasn't cancelled until the 5th, by which time it had shipped. But, keep in mind, that I called to cancel it on the 28th. Why do I know the dates so well? Because the items were needed for an event on the 29th. Grrrrr.

So "Dave" calls me back this morning, after checking around some more on his end and oh, wait, what's this? The "Dave" that I talked to originally WAS HIM. And he swears that I didn't call to cancel the order until the 5th, and that I am responsible for the 20% restocking fee. Grrrrr...

So - I told him that the invoice that I have from his company says "15%" and that at this point, I'd be more than happy just to pay that - but they need to cover the other 5%. He won't budge. It's not the money, it's the principal of it. The cost of the items isn't enough to justify spending the 20% restocking fee, plus shipping just so he can sit there and be smug. I'll keep the items, but I told him that I'd let everyone know not to shop from nationalavsupply.com - and that he could be happy knowing that he won the battle, but lost this customer.

Company: NationalAVSupply.com
Country: USA
Site: nationalavsupply.com

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