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I think I just got screwed over by DealExtreme

post #1 of 31
10/12/09 at 3:10pm
Thread Starter 
I think I just got shafted by DX. First off why I am posting this:

1. To vent
2. As a forewarning (to head-fiers and others b/c head-fi has a high google ranking)
3. For any advice people may be able to give

Basically, I ordered an item, at the cost of $49, from dealextreme as a birthday gift for a friend. As always, DX shipping took ages. Obviously I ordered in advance, so by the time the gift arrived and was returned to me as defective, it had been over a month since the order was placed. Still, DX policy allows 30 days after delivery date for refund/replacement of defective items, so I was well within that timeframe. However, DX dragged the customer service responses out to 60 days and is now offering me $8 store credit in place of a defective $49 item and the $5.65 return shipping I paid under promise of reimbursement. Am I an idiot, or did I just get taken quite badly? (or maybe both)

From DX Support page:
Quote:
Defective products are exchanged within 30 days of delivery. Contact us at DealExtreme Customer Service Express: Items Defective and upload a picture or video file clearly showing the defect of the product and we will give you a response within 72 hours (Monday to Friday, excluding public holidays).
Timeline of events

07/23/09: Order placed

07/25/09: Order shipped

08/15/09: Order arrives (DX 21-day delivery date estimate)

09/01/09: Defective item form filled out at DX (200 character limit)

Quote:
one of the buttons on the side of the watch falls out constantly and will not stay in. It was given as a gift and this is so disappointing that I would like a refund.
09/07/09: DX CS response (NOT 72 hours later)

Quote:
Apologize for the item being defective.

If your product gets damaged within 30 days of delivery, please mail your item to our USA Defective Product Drop Box via the cheapest way with tracking number (address below). Before sending it back, please send us the total expected shipping cost so that we can record and process a return shipping reimbursement for you. Once you send the package it is important that you show us the tracking number or any shipment receipt through photos or whichever methods that are convenient. Once we confirm your shipment, a replacement unit and the return shipping reimbursement will be sent to you.

But if the product turns out to be defective after 30 days from delivery, please notice that the return shipping costs (both ways) will be the sole responsibility of you. We will still try to exchange your defective products for a brand new one where possible. (If you have any question, please refer to FAQ to get further detail).
09/07/09: My response

Quote:
I am sorry if I did not make it clear, but I am looking for a refund, not a replacement, as the product does not seem well-built enough to guarantee that the same thing does not happen in the future. I will send the item via 1st class air mail and provide postage cost and tracking # when I do.
09/08/09: DX CS response

Quote:
Sorry for not understanding better.

But it is a rule of our company to return the defective item. We are so sorry that we can't refund* you before you return the defective item to USA Defective Product Drop Box.
*Implied that they would refund me if I did return the item

09/12/09: Return package mailed (by me) - not yet 30 days from estimated delivery

Quote:
The return package went out yesterday via USPS Priority Mail (it was cheaper than regular air mail) to your Miami dropbox. Tracking number is 03090330000189799661 . Total cost of postage w/tracking was $5.65. A photo of the receipt is included.
09/14/09: Return package arrived at DX offices

09/15/09: 30 days after delivery date pass

09/18/09: DX reponse

Quote:
As the item turns out to be defective after 30 days from delivery, please notice that the return shipping costs (both ways) will be the sole responsibility of you. We will still try to exchange your defective products for a brand new one where possible.

We will charge $5** to make a replacement for you. Is it OK with that?
**nowhere too be found in DX return/replacement terms

09/19/09: My response

Quote:
like I said originally (several times), I would like a refund, not a replacement. Also, my original service request was several weeks ago and much less than 30 days from delivery of the item, but your customer service took over a week to respond. I don't see why I should be punished for this with shipping costs as I did everything required of me very promptly.
10/12/09: DX response

Quote:
As your order has been made 60 days ago, direct refund is not allowed by Paypal.

Would you accept $8*** as store credits for the defective item?
***Seriously? Eight bucks?
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post #2 of 31
10/12/09 at 3:22pm
That sucks. Looks like bad customer service.

However, from the quote that you posted, DX states that they will exchange defective products within 30 days, not refund.
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post #3 of 31
10/12/09 at 3:40pm
I made an order 7/26/09. The first shipment was 8/7 (reasonable), the second 8/21 (a month) and the third part of the order has yet to ship.
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post #4 of 31
10/12/09 at 3:54pm
Thread Starter 
Quote:
Originally Posted by intoflatlines View Post
That sucks. Looks like bad customer service.

However, from the quote that you posted, DX states that they will exchange defective products within 30 days, not refund.
Yes, I realize that, but I specifically asked for a refund (they offer a 30-day money-back guarantee on all items, no questions asked as well) and there are many more pages to their return policy. They are not even offering me a replacement anymore regardless.
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post #5 of 31
10/12/09 at 4:40pm
I'm not sure what the cutoff date is for disputing a charge, but if you used a credit card maybe you could try that.
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post #6 of 31
10/12/09 at 11:52pm
I ordered a portable speaker from DealExtreme on August 24th. Almost 2 months ago. Still no sign of shipping.
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post #7 of 31
10/13/09 at 12:38am
Reverse the credit card charge.
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post #8 of 31
10/13/09 at 12:46am
Thread Starter 
Paid with paypal, no credit card involved. Paypal dispute period is 45 days, which I'm sure DX knows very well.
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post #9 of 31
10/13/09 at 1:10am
Never bought anything off DX before.
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post #10 of 31
10/13/09 at 1:27am
As soon as the item arrived, you unpacked it and you discovered that it was defective, you should have filed a dispute with Paypal right away. I've done this three times before with Paypal and I was refunded, however, the shipping cost (to me and return) was not.

I've only bought once from DealExtreme (< $10), this year, free shipping and no problems. However, it took over two weeks but I was not in a hurry.
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post #11 of 31
10/13/09 at 1:52am
Quote:
Originally Posted by ljokerl View Post
Paid with paypal, no credit card involved. Paypal dispute period is 45 days, which I'm sure DX knows very well.
And now it becomes a learning experience.
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post #12 of 31
10/13/09 at 2:08am
Oh man, that sucks. Thanks for the warning. Sometimes I google the company name and "consumer complaint" before buying. Occasionally I'm really glad I did. Thanks for the reminder to do this!
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post #13 of 31
10/13/09 at 2:16am
I order stuff from DealExtreme periodically (made at least 5 orders before), and even I would never trust them enough to order something worth more than 10 bucks.
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post #14 of 31
10/13/09 at 4:27am
Find out where their corporate office is. Send them a certified letter, return receipt requested, giving them 30 days to make a full refund or you will file against them in small claims court.

Include a writeup of what happened and all pertinent communications, receipts, etc. Keep your letter strictly to the facts - no whining or blaming. Period. Just lay out what happened. Keep it all business.

Anything involving a legal claim will be forwarded directly to their legal counsel. He or she will call up customer service with a WTF and most likely tell them to issue a refund.

If not, go and file in small claims. You should be able to recover the filing fee and the cost of process of service. More than likely, they will either pay up when served or default by not showing. If they default, you can do stuff like garnish their bank accounts. But that probably won't happen - most small amounts are paid when there's a credible threat or they get served.

Sucks you have to do this, but sometimes you have to smack companies a few times before they do the right thing. It's not like you're trying to get something for nothing - you just want to be made whole. Forget customer service. Send them something that will land on their lawyer's desk. Those sorts of things are taken a little more seriously.
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post #15 of 31
10/13/09 at 4:51am
i say cut your losses take the replacement they offered for 5 bucks. then sell or do what you want with it

seeing as they on the other side of the world trying smack them will get you nowhere
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