Hi All. Have you ordered from Bottlehead before? If so, did you have a positive experience? Or, was it less than positive?
I had an experience with Bottlehead, the vendor that sells the Crack headphone amp DIY kit that I would like to share. I purchased one from their website during a really enticing sale on 7/14/13. I supplied my credit card information and paid for my purchase. Yesterday, 8/27/13, some 44 days after the online purchase was made, I received a request from Bottlehead for $15 additional dollars for shipping. Per the email, a glitch in their system led to me not being charged for shipping. They requested my credit card number and or Pay Pal payment.
The email was striking due to a few factors:
1. The email address used was a Gmail account, not a Bottlehead account.
2. No reference to my particular order such as date of order, order number, or items ordered was listed in the email.
3. The tone of the email was rather curt for a request for money due to the company's own internal error.
Given the above, I assumed that this was simply a scam. I went to the Bottlehead website and forwarded the original message to the company's email address listed there to inform them that I thought somebody was using their company's name in a scam.
The next day, 8/28/13, I received a reply indicating that the email was genuine, reiterating the request for payment (in case you're curious, per the email, the Gmail account was used because the employee was working from home and did not have access to a Bottlehead email).
There was no apology for the billing error, no explanation of where I agreed to pay $15 for shipping (it's not in my original invoice or in my order history on the website), and no reference to the 45 day wait for the item to arrive. . .just an apology that the original email seemed like scam and a second request for shipping money.
I was bothered by this and took the time to write a lengthy second reply agreeing to pay the $15 but also expressing my displeasure with the situation along with what I felt were constructive email suggestions to help prevent this type of situation from happening to other customers. The only response I received was a Pay Pal invoice. There was no apology for their original error, no acknowledgement that I was unhappy with the situation, and no response to what I wrote.
I fully acknowledge I may be overreacting to $15. I admit that. But, I was left with a bad taste in my mouth by how Bottlehead treated me as a customer. I'm not suggesting anybody should, or should not, do business with them. I just wanted to tell my story to provide feedback for others that may be considering using Bottlehead and wonder how that company treats its customers, to see if others had similar experiences or if this is an isolated incident, and partly just to make myself feel better.
Thanks for reading.