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Problems with Sennheiser Website Orders?

post #1 of 4
1/7/06 at 8:20pm
Thread Starter 
I just received my American Express report and found that Sennheiser has charged me twice (once on 11/28/05 for $4.61 and on 11/29/05 for $3.50) for an item that was never received. My only contact with Sennheiser was a website order for a 1/4" to 1/8" cable adapter, but after not receiving a confirmation email or any delivery of the item for several weeks, I wrote to their website to cancel the order. They only then sent me back an email, saying that the item was not going to be available for several more weeks, so I then once again requested the cancellation of my order. I'll assuming that the charges showing up on my report are related to this original order. However, I have never received the item and attempted to cancel the order twice. Anyone else every have a problem like this with them?

I just now tried to write another email to them via their website, and of course there are errors and it wasn't sent. They don't even have an email address shown so I can't contact them from outside of the website. I could call, but due to the time differences, and the fact that I have a difficult time making long distance calls from work, it's a pain to do this.

I know it's just a small amount of money, in this case, but it's just the thought that I'm paying them for nothing. Also, the email that I originally got back from them when I cancelled the order was not particularly polite. I almost get the feeling they made these erroneous charges on purpose.

I think that they just lost me as a customer forever. I thank god I decided to buy the AKG K701 instead of the HD650 recently.
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post #2 of 4
1/7/06 at 9:32pm
When I order from Senn. I call them on the phone - no problems. When they take an order they put a hold on your account for the amount of the order, but do not actually complete the charge process until shipping (a minor difference because it does show as a difference in your ledger balance - lots of other businesses do the same thing but often we are unaware because of timing), Many, many items must be ordered from Germany and received by US facility before shipping to us, the customer...............anyway you can use their contact email address (without further utilizing the website page) by right-clicking on the Orders "send email" box on the contact us page, select "copy link address"on the dropdown menu, then paste that into the TO line of your usual email program.
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post #3 of 4
1/7/06 at 10:18pm
Thread Starter 
Thanks for the info on their email address. I'll try contacting them that way. I can understand them having items out of stock and taking time to get them. But, I wasn't told that they were back ordered until I emailed them several weeks after I ordered. Also, my card was charged back in Nov and it's January and I've never received anything. So, I doubt that anything was ever shipped. And, or course, I told them in no uncertain terms, that I wanted the order cancelled in the 1st place.
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post #4 of 4
1/8/06 at 11:48am
That lapse in time is definitely excessive - normally such orders take a month or less. When I phone order, the salesperson checks immediately checks inventory and tells me what to expect. Why not call them.......as to the two charges - I took a look and see an adaptor (chosen at random was eg. $4.19) and shipping for small orders is usually aprox $3.50, so it appears that whoever entered the order had originally failed to include shipping cost, and hence 2 charges......a further guess is that it was sent and lost in the mail (since there was indeed a shipping charge added). Anyway, that's my logic...as odd as it may sound, I could be wrong
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