need advice - supplier delivered bad quality goods
Hi all,
I ordered some patches online without getting samples and they have turned up such bad quality I can't use them. They have long stitching, colors are wrong (two different greys when I wanted one), badly finished and actually the proportions don't quite match the artist proof either. They did state sales were final, but they also stated they had a high thread count and great quality.
The supplier isn't answering emails.
Is there a case for claiming my money back from the credit card company? Any reason not to? I have had chargebacks as a small retailer in another life but I'm not sure if this applies to B2B...
Or do I need to absorb the cost and put it down to experience? It's not a lot of money, but still... I'd appreciate any advice from people who have been there.
Thanks
Last edited by Import; April 13th, 2007 at 08:08 AM.
Reason: non-specific title
well unfortunatetly this is usaully the final process. i would talk to the company and see if you guys can work things out. See if you can cover their costs and the labels so they aren't losing money and you won't be paying as much for a non quality product, get the right labels you want and pay the right price for those. Most companies will work with this so they can maintaina great customer base, no legitimate companies want to burn their customers. Call them and cummincate with them, is your best option.
you might also want to check with your credit card company about a dispute. even threatening that can cause a business to start talking to you about correcting the problem.
Re: need advice - supplier delivered bad quality goods
Since it's "not a lot of money" I wonder if it's worth the hassle of chargebacks, deals, etc.
I might send them one last e-mail along the lines of 'I'm not happy, can we make this right or will I just use someone else for future business' and walk away/not on the basis of how that's handled.
If they produced a poor quality product and then ignored you though, it doesn't sound like it's worth the followup.
Re: need advice - supplier delivered bad quality goods
Thanks for the replies! I am doing everything by email to create a paper trail.
I did threaten a chargeback and they have said they have "forwarded it to customer service" so we'll see if they do anything...
Re: need advice - supplier delivered bad quality goods
Quote:
Originally Posted by Import
Thanks for the replies! I am doing everything by email to create a paper trail.
I did threaten a chargeback and they have said they have "forwarded it to customer service" so we'll see if they do anything...
Just do it. chargebacks cause their rates to go up for processing credit cards and enough of them will get them cancelled. There is nothing mean about this, it is just business but you want to swing the bigger hammer and that is the chargeback.
Like I said already, we have been 100% succesful with chargebacks and in several cases the vendor never responded so we kept the product and got our money back! In the cases where they did respond we were able to resolve the problem right away. None of this 'we are looking into it' crapola.
Re: need advice - supplier delivered bad quality goods
Quote:
Originally Posted by binki
Just do it. chargebacks cause their rates to go up for processing credit cards and enough of them will get them cancelled. There is nothing mean about this, it is just business but you want to swing the bigger hammer and that is the chargeback.
Fred, I disagree. I would rather give the vendor an opportunity to make it right first. I would hope my customers give me the same opportunity when a problem arises. If they fail to take care of the problem, then I would get the credit card company involved.
Re: need advice - supplier delivered bad quality goods
Quote:
Originally Posted by scpromos
Fred, I disagree. I would rather give the vendor an opportunity to make it right first. I would hope my customers give me the same opportunity when a problem arises. If they fail to take care of the problem, then I would get the credit card company involved.
I hear you. The OP indicated they didn't respond and then that they were moving slow. I would protect myself. The vendor will have 60 days to resolve the situation. I always give the vendor a chance to fix the problem but if they don't respond then I give them a little nudge.
Re: need advice - supplier delivered bad quality goods
Quote:
Originally Posted by binki
I hear you. The OP indicated they didn't respond and then that they were moving slow. I would protect myself. The vendor will have 60 days to resolve the situation. I always give the vendor a chance to fix the problem but if they don't respond then I give them a little nudge.
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need advice - supplier delivered bad quality goods 
