Need Your Advice

[VampMN]

I recently had a disappointing interaction with a business, and I'm not sure what my next move should be. I was hoping you guys could give me some advice.

I recently ordered from a company, and upon receiving my order, I realized one of my items didn't look like what was pictured on the website. They were similar, but it was different enough that I noticed right away that something was off. So, I contacted the owner of the business asking about it, and wondering if I could get the item pictured instead. When he wrote back, he basically told me that the one in the picture was the original one he made, and had since changed the design. Apparently it has been different for a year or so, but the original picture is still there. And that's it, that's all he said. Nothing about resolving the problem, or anything.

So, this is where you guys come in. How would you proceed with this? Or would you proceed with this? Any thoughts would be appreciated.

 

[turbowagon]

I would decide if I liked the new version enough to keep it. If not, I would write back to the company and ask for a refund and explain why.

 

[renowb]

Customer service is very important to me. If he would not make it right, and you are not satisfied with the current model, get a Refund!

 

[hilltopper46]

I think it depends on whether you bought it for aesthetic value or for functional value.

If you bought whatever it is to look at, you have a legitimate beef.

If you bought it to use, and the functionality is unimpaired by the change in design, you need to move on.

 

[ed4copies]

Pictures are a major part of ANY website. And, in today's society, you BUY a product based, sometimes completely, on the picture.

Now, speaking for Exotics, keeping our pictures current is a full-time job for Dawn (along with several other full time jobs). But, if you purchase based on the "old" picture and you don't care for the NEW product, you most certainly deserve a refund or credit toward something you DO like (also should be YOUR choice).

In a store you would have SEEN what you are purchasing. I think you have the same "right" to see it online. And, your credit card company will probably back you, if you "make a stink" about getting a product that differed from the web picture. So, the website owner may want to rethink his customer service when you point out you can dispute the charge. (Some owners need to be persuaded to have better customer relations!!)

New means of purchasing (internet) require us old folks to learn a few new things---some are more reluctant than others.

 

[Rfturner]

I would get a refund if it would not work for the application I desired. It falls under bait and switch as well as false advertising if the product is not as you ordered it. You bought it under the pretense that it was that product it is not therefore it is not the same.

 

[VampMN]

Thanks for all of your opinions. It's definitely an aesthetic issue. If it was a functional issue, I would still be kind of annoyed, but I'd deal with it if it worked the same.
I guess I will likely ask for a refund. I'm just bummed, as I really wanted the item as pictured. I think my biggest issue is that I really expected more from the guy I ordered from. The picture being different was bad enough, but his dismissive attitude toward my email is what bothers me most.

 

[Smitty37]

It's your move

I recently had a disappointing interaction with a business, and I'm not sure what my next move should be. I was hoping you guys could give me some advice.

I recently ordered from a company, and upon receiving my order, I realized one of my items didn't look like what was pictured on the website. They were similar, but it was different enough that I noticed right away that something was off. So, I contacted the owner of the business asking about it, and wondering if I could get the item pictured instead. When he wrote back, he basically told me that the one in the picture was the original one he made, and had since changed the design. Apparently it has been different for a year or so, but the original picture is still there. And that's it, that's all he said. Nothing about resolving the problem, or anything.

So, this is where you guys come in. How would you proceed with this? Or would you proceed with this? Any thoughts would be appreciated.

It sounds like he answered your question. The next move is up to you. He said you can't get the one pictured so if you don't want the one you got...ask to return it for a refund. Since it isn't the one pictured you have a case for asking for return postage as well.

 

[Smitty37]

Buyer has responsibility too

Pictures are a major part of ANY website. And, in today's society, you BUY a product based, sometimes completely, on the picture.

Now, speaking for Exotics, keeping our pictures current is a full-time job for Dawn (along with several other full time jobs). But, if you purchase based on the "old" picture and you don't care for the NEW product, you most certainly deserve a refund or credit toward something you DO like (also should be YOUR choice).

In a store you would have SEEN what you are purchasing. I think you have the same "right" to see it online. And, your credit card company will probably back you, if you "make a stink" about getting a product that differed from the web picture. So, the website owner may want to rethink his customer service when you point out you can dispute the charge. (Some owners need to be persuaded to have better customer relations!!)

New means of purchasing (internet) require us old folks to learn a few new things---some are more reluctant than others.

People buying from pictures and not reading the descriptions or specs is probably one the biggest causes of disputes there is. Buyers have a responsibility too. They should know what they are buying and you find that out by reading the listing. Just like you would in a paper catalog. And just like in a paper catalog the pictures are not of what you're buying. Find a pen kit pictured in the PSI catalog, all you see are finished pens, which they don't even sell. You have to expect the same thing on the net.