dUSt Posted December 7, 2011 Share Posted December 7, 2011 [b]ME:[/b] Hello, I received a different product than the product I ordered. What I ordered was the UDG Bag (U9000) as indicated on my receipt, and what was shown on the pictures on your website. What I actually received appears to be the UDG bag (U9003). I believe the difference is that the pockets on the U9000 are on the top, while the pockets of the U9003 are on the side. I am willing to keep the bag you sent to avoid the hassle and wait of sending it back, but would like to know if you can provide some type of refund or compensation for the mistake. [quote] [b]KIMBERLY (Customer Service Manager):[/b] I am sorry but we do not even have a U9003 in stock you did in fact receive the U9000. [/quote] [b]ME:[/b] This is what you have on your website, and what I ordered: [img]http://www.phatmass.com/wp-content/uploads/2011/12/u9000.jpg[/img] (notice the pocket is on the top of the bag). This is what you sent me: [img]http://www.phatmass.com/wp-content/uploads/2011/12/u9003.jpg[/img] (notice the pocket is on the side of the bag). So, you may have your products mislabeled. The bottom line is that you did not send me what was pictured on your website. [quote] [b]STAVROS (CEO):[/b] We don’t see any image of a U9003 anywhere on our website, maybe you can show us a screenshot of where you see that? [/quote] [b]ME:[/b] I understand that. I ordered a U9000, not a U9003. If you go to this page of your website: (link). Mouse over the image on that page. You'll see an image of a bag with the pocket on top. That is not the bag you sent me. You sent me a bag with a large pocket on the side. I've attached a screenshot of what I ordered, but did not receive. [i](attached: djdeals.com screenshot showing bag with pocket on top)[/i] [quote] [b]STAVROS (CEO):[/b] UDG Must make it both ways with the same SKU and everything else the same, because that image you are looking at is their image, and is labeled clearly as U9000: [img]http://www.phatmass.com/wp-content/uploads/2011/12/u9000.jpg[/img] [/quote] [b]ME:[/b] Yes, that is clearly the U9000. That is the exact same image as you have on your website. We agree on that. The U9000 is the bag with the pocket on TOP. I may not have been clear before. I did NOT receive that bag. I received the U9003. You sent me the U9003, which has the pocket on the SIDE. I did not order the U9003, with the pocket on the side. I ordered the U9000, with the pocket on the TOP. I wanted to know how DJDeals is willing to compensate me for sending me the wrong bag. Also, I just found out that you are selling the same bag on eBay for $20 cheaper, so now I feel like I've been taken advantage of. Not only did I get the wrong bag sent to me, I also got charged $20 more than what you sell it for on eBay. Can anybody do anything about any of this? I feel like the past three e-mail replies have gotten nowhere, as nobody has actually addressed the issue yet. [b]ME (12 hrs later):[/b] Did y'all give up on me? I'm not trying to be a jerk about it and I appreciate you looking into this. I'm not upset, but am a bit frustrated that nobody has appeared to read my e-mails carefully enough to actually figure out the issue. Here's a recap: 1. I ordered the U9000 bag: [img]http://www.phatmass.com/wp-content/uploads/2011/12/u9000.jpg[/img] 2. You sent me the U9003 bag: [img]http://www.phatmass.com/wp-content/uploads/2011/12/u9003.jpg[/img] 3. I was overcharged $20 because you have the same product on eBay for $69 (I paid $89). At this point, I'd be happy if you guys just refunded me the $20 difference, I keep the wrong bag, and call it a day. [quote] [b]KIMBERLY (Customer Service Manager):[/b] I left this for the owner and he will be getting back to you later today. [b]STAVROS (CEO):[/b] Actually, no. The U9003 was discontinued in 2007. The U9000 is in stock, with plenty available, here are the photos of them, and the photo of what was shipped to you, both very clearly marked U9000 (We should know, we are the largest UDG retailer on Earth). [img]http://www.phatmass.com/wp-content/uploads/2011/12/djdeals1.jpg[/img][img]http://www.phatmass.com/wp-content/uploads/2011/12/djdeals2.jpg[/img] [/quote] [b]ME:[/b] The bag I received was not in a plastic bag as indicated in your photo. It was in a black Denon bag, inside a plain cardboard box. The bottom line is this... This is the image on your website: [img]http://www.phatmass.com/wp-content/uploads/2011/12/u9000.jpg[/img] This is the bag you sent me that is sitting in my studio right now: [img]http://www.phatmass.com/wp-content/uploads/2011/12/u9003.jpg[/img] So, either your website has the wrong image, or you sent me the wrong bag. [quote] [b]STAVROS (CEO):[/b] So you are asking to complain to UDG that they are producing this bag with the pocket on the side rather than on the top, and that you want it on the top? [/quote] [b]ME:[/b] Look man. I'm not some jerk trying to get over on you. I only DJ part time on the side for a Catholic hip-hop ministry. I don't buy a lot of DJ equipment, and when I do, it's a big deal to me, because I use money that was donated. I wanted to give you an opportunity to fix your mistake, but you are refusing to acknowledge a mistake. I thought that simply refunding me $20 was more than fair, as you sell the exact same bag on eBay for $20 less than what I paid for it anyway. I'm very capable of writing excellent reviews for websites that are willing to fix their mistakes, and also very capable of spending a lot of time on fair and balanced reviews of websites with poor customer service. I'm almost to the point now of making a YouTube video of this experience as I find it quite hilarious. Please call me, or let me know if you want me to send you pictures of the bag I received from you guys. I'm willing to bet that it may have been an older model that you might not have shown in your inventory--and not the U9000 bag that you thought you sent me. [quote] [b]STAVROS (CEO):[/b] The only Denon bag that exists on Planet Earth is the U9000. We have hundreds of them, all clearly labeled U9000. UDG even recommended that we video tape opening one to show you that it’s a U9000 that you got...and that it’s the only bag that there is...there is no such thing as a U9003. We completely agree that you got the bag with the pocket on the FRONT...the question is, did you want to return it and have no bag, since the one you are thinking of doesn’t exist? Why didn’t you order on eBay at the eBay price? [/quote] [b]ME:[/b] I didn't see the bag on eBay until after I ordered it from your website. Since you acknowledge that you sent me the bag with the pocket on the front, you realize now that the image on your website was wrong (I see that you've since changed it). This is what I have been trying to say all along. Was it wrong for me to expect the bag that was pictured on your website? I don't think I'm being unfair here, at all. I would just be grateful if you could honor your price guarantee, and refund me the $20 difference between your website vs. eBay price. Also, you might want to tell UDG that their website is wrong as well, as they still have the bags "item code" as U9003, even though that code supposedly doesn't exist anymore: [url="http://www.udggear.com/shop/product.asp?pid=30"]http://www.udggear.com/shop/product.asp?pid=30[/url] [quote] [b]STAVROS (CEO):[/b] Yes, we’ve known the whole time that the pocket is in a different location...we apologize that the site showed that...and have changed it...the bag is definitely not a U9003... I will ask Kimberly to refund you $20 immediately. [/quote] Link to comment Share on other sites More sharing options...
i<3LSOP Posted December 7, 2011 Share Posted December 7, 2011 Link to comment Share on other sites More sharing options...
she_who_is_not Posted December 7, 2011 Share Posted December 7, 2011 You are a really nice guy dUSt. I would have gone all Julia Sugarbaker on those fools. Link to comment Share on other sites More sharing options...
LaPetiteSoeur Posted December 7, 2011 Share Posted December 7, 2011 I hope you took a nice long nap after that adventure. Link to comment Share on other sites More sharing options...
i<3LSOP Posted December 7, 2011 Share Posted December 7, 2011 [quote name='she_who_is_not' timestamp='1323301690' post='2346888'] You are a really nice guy dUSt. I would have gone all Julia Sugarbaker on those fools. [/quote] Yes, dUST is great! He started PM, is Catholic and doesn't get angry etc... Link to comment Share on other sites More sharing options...
brandelynmarie Posted December 8, 2011 Share Posted December 8, 2011 Link to comment Share on other sites More sharing options...
dUSt Posted December 8, 2011 Author Share Posted December 8, 2011 The funny thing is, I still think he's wrong about the model numbers. It doesn't make sense that the larger number (U9003) is the older model that is no longer made, while the smaller number (U9000) is the current model. So, they may have changed the image on their website to being wrong now. What I think happened is they had a newer model bag laying around that was accidentally sent to me instead of the older model, because like I told him, the one I got did not come in a plastic bag like what he sent in his picture. Link to comment Share on other sites More sharing options...
i<3franciscans Posted December 8, 2011 Share Posted December 8, 2011 Sigh. I think I would have freaked. You handled it so well. I giggled reading it the whole time. Did you wish him a Merry Christmas? Link to comment Share on other sites More sharing options...
i<3LSOP Posted December 8, 2011 Share Posted December 8, 2011 [quote name='i<3franciscans' timestamp='1323303532' post='2346924'] Sigh. I think I would have freaked. You handled it so well. I giggled reading it the whole time. Did you wish him a Merry Christmas? [/quote] I love wishing people a Merry Christmas after episodes like the one dUST had... Link to comment Share on other sites More sharing options...
IcePrincessKRS Posted December 8, 2011 Share Posted December 8, 2011 I don't think I've ever experienced such a drawn out ordeal just to get $20. lol Link to comment Share on other sites More sharing options...
Groo the Wanderer Posted December 8, 2011 Share Posted December 8, 2011 I think you should still youtube it all Link to comment Share on other sites More sharing options...
CatherineM Posted December 8, 2011 Share Posted December 8, 2011 My husband goes into, "may I speak to your supervisor" mode. If he says it really calm and quietly, they can't hang up saying he is getting abusive. Link to comment Share on other sites More sharing options...
GeorgiiMichael Posted December 8, 2011 Share Posted December 8, 2011 [quote name='i<3LSOP' timestamp='1323303608' post='2346925']I love wishing people a Merry Christmas after episodes like the one dUST had... [/quote] Agreed. dUST, you have greater patience than I, well done. Link to comment Share on other sites More sharing options...
i<3franciscans Posted December 8, 2011 Share Posted December 8, 2011 [quote name='GeorgiiMichael' timestamp='1323304343' post='2346941'] Agreed. dUST, you have greater patience than I, well done. [/quote] Well he does have to put up with all of us... Link to comment Share on other sites More sharing options...
GeorgiiMichael Posted December 8, 2011 Share Posted December 8, 2011 [quote name='i<3franciscans' timestamp='1323306362' post='2346973'] Well he does have to put up with all of us... [/quote] Good point. Very good point. Link to comment Share on other sites More sharing options...
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