Unbelievably terrible customer service.
Here is my email exchange with them it's so sad 😔 I would have sent a LOT of money with them if only they had better customer service.
I sent in a customer support because the tracking said delivered but I didn't get anything.
First email
so possibilities are package theft or misdelivery - if you don't have package theft issues, then you want to talk to your neighbors, local post deliverer, and your local post office.
for the first two, a package description may help - brown cardboard, 14"x12"x1", with "Fragile Vinyl Records" printed all over it.
for your local post office, they have precise GPS coordinates of where your box was when it was scanned as delivered, and if it shows misdelivery they are obligated to attempt to retrieve. I would love to get this info for you but they only share it with the recipient, in person. If they act like that's not a thing, they are either lazy or undertrained and don't hesitate to ask to speak to the postmaster...
thanks & please keep me posted!
chris
2nd email my reply
Hello,
I want to express how disappointed I am with the level of customer service I’ve experienced. When I first discovered your website, I was thrilled to finally find a place where I could regularly purchase vinyls, especially rare ones. As someone who collects a lot of vinyl records, I was genuinely excited to support your business going forward.
However, this recent situation has completely changed my perspective. The fact that I’m being told to go to my local post office, talk to my neighbors and even request to speak to the postmaster just to track down my package is, frankly, unacceptable. I don’t think it’s reasonable for your customers to have to jump through these hoops, especially when most places would simply ship out a replacement rather than push the responsibility onto the customer.
This experience has been frustrating and disappointing enough that I don’t plan on doing business with your company again. I sincerely hope you reconsider your approach to customer service, as situations like this are driving away customers who would otherwise be loyal and enthusiastic supporters.
Regards,
3rd email
I want to express how disappointed I am that you find it unacceptable to be asked to go to your local post office, talk to your neighbors and even request to speak to the postmaster just to track down your package, so I guess we're even there. I don't think it's reasonable for you to automatically assume we should replace your box - we're not amazon, we're a small business, so we don't automatically reship every time somebody says they didn't get something and don't bother to attempt to rectify the situation using the helpful and highly experienced info we provide them.
from our perspective, a buyer that doesn't want to lift a finger to save us $100 is frankly, unacceptable. We like to do business with people that are reliable partners in this regard, and we find your attitude to be frustrating and disappointing enough that we don't want to do business with you, either, so I guess we're even there, too.
chris