What if a substantial records order goes wrong? Advice needed [Archive]

dirklenart

10-04-2014, 13:15

I've ordered from Scott Nangle in February because I needed another supplier for Music Matters mainly. Had a cheap Spanish seller for a year, but he stopped his business. Ordered from Alan Ross at Jazzhouserecords which was fine, but still quite expensive.
So I stumbled across snvinyl.co.uk, seemed a trustworthy shop, with also a high audio equipment real life shop. Sounded good. It's the webschop of Scott Nangle Audio.
I placed an order for £ 106. Since he doesn't accept Paypal I ended up paying by bank transfer, risky, but since all looked well, I went along with it. He received payment on 24 February.
Since then I'm still waiting for my order. Initially there was a problem with the new 33 rpm Music Matters Blue Train which was in stock when I ordered, but out of stock when my payment came in I guess. I've sent loads of emails, many of which were not answered. Or answered in such a way that I wasn't any wiser.
So I first called him on 21 March to see what was happening and he then explained the problem with the Blue Train. I changed that for the new Music Matters 33 rpm Soul Station. Scott assured me the record would be in the shop the week after on Tuesday or Wednesday (26 March). I kept on waiting but nothing was brought by the mailman.
So I called last Friday, 4th of April. Scott confirmed everything was ready, but he had a backlog of many orders so it would take him to Monday/Tuesday to send my order. Been mailing to check if that would be the case, several times this week, none of these mails were answered.

So I don't know what to do, being a bank transfer there is nothing I can do to get my money back by asking my bank to intervene. I've bought tons lp's off Ebay and webshops without zero complaint. So this is driving me mad, luckily I held off buying my usual amount of records, but still, it's not a trifle.

Anyone else who has this experience with Scott Nangle or knows how to go about this?

Many thanks

Dirk (Ghent Belgium)

MartinT

10-04-2014, 14:22

I'm afraid I've suffered in a similar way, Dirk. It's more difficult for you as you are not in this country. However, I believe that the Scottish Small Claims Court is accessible to you and you may need to use it. Firstly, I would call him (you will get through eventually) and have a very firm conversation with him, giving him deadlines that he must meet.

PM me if you need more information (you may need to make a few more postings first).

Marco

10-04-2014, 15:11

Hi Dirk,

Welcome to AoS, and sorry to hear about your problems with Scott. Sadly, this is becoming way too common an occurrence now, so something drastic will have to be done.

Leave it with me. I guarantee that you will receive a PM from him shortly that will remedy the situation. I have upgraded your account to 'Registered User' status, in order to facilitate that process.

Please accept our apologies for this situation (as Scott is a registered trade member here) and rest assured that we'll try and sort things out as soon as possible.

Marco.

daytona600

10-04-2014, 18:21

Hi Dirk
your order was shipped over a week ago by airmail must assume lost/stolen in transit I Did send you a email about shipping

Shipped replacements for all four LPs by TNT express today & will email the tracking number to you so you can check delivery progress online

Coltrane Blue Train are like goldust at present all my stock sold out on preorders , several dozen due on tomorrow / monday for stock

MartinT

10-04-2014, 19:19

Scott - the 'lost/stolen in transit' story is wearing a bit thin, don't you think? Much like the reply that 'got lost'?

dirklenart

10-04-2014, 21:23

Thanks for your concern!

I've got a reply from Scott as a result, and he gave me a tracking code which would be life noon tomorrow. I'll keep you updated if this is genuine or not. I hope it will be, because this case has caused me a lot of headaches.

Thanks again for your efforts.

Dirk

NickB

10-04-2014, 22:02

This has made me a little worried as I ordered £118 worth of records from Scott a week ago and it has been "viewed" and that's it so far.

Nick

Ali Tait

11-04-2014, 07:31

I agree it can take some time to receive some orders, however I've always had good service from Scott, and I've always got what I ordered, even if it's taken a while. Not much he can do about it, he can't send the records until he's received them. We are talking about some rare pressings here after all.

Is he perfect? No, but I still buy from him.

Ali Tait

11-04-2014, 07:32

Nick, fear not, you will get your order.

NickB

11-04-2014, 08:57

Hi Ali

Thanks for that - I was not worried at all until I saw this thread actually but may just ring up to check.

See you at Owston, another late session on Friday night I expect!!!!!

Nick

Lee Henley

11-04-2014, 16:51

Having heard a few tales now regarding deliveries and orders from Scott I shan't be ordering anything from him, wether it be music or hifi.

Ali Tait

11-04-2014, 18:12

Hi Ali

Thanks for that - I was not worried at all until I saw this thread actually but may just ring up to check.

See you at Owston, another late session on Friday night I expect!!!!!

Nick

No doubt! Best bit of the weekend.. :-)

dirklenart

11-04-2014, 19:07

It seems that the authority of the owners of this forum got things moving. Something that 15+ emails and 2 phone calls could not achieve. Thank you for that.

Today, a package has been sent, my order has been finalised on snvinyl.

https://picasaweb.google.com/113475146741054675885/ScottNangle?authuser=0&feat=directlink

Marco

11-04-2014, 19:19

Pleased to have been of help, Dirk. Let us know when your records have arrived, safe and sound :)

Marco.

Rush2112

12-04-2014, 17:19

Hi Dirk sorry to hear if your troubles, I don't know if this will help but my dad uses both and he is a huge jazz fan and these both specialise in the genre :

http://www.musicinn.co.uk
http://www.crazyjazz.co.uk

Although I think the latter is CD's only, but worth a try. Both have been around a considerable time and my dad speaks highly of both. All the best Mark

dirklenart

14-04-2014, 13:07

Update promised

Today the 4 lp's were delivered as ordered. The end of a long journey :) Thanks for helping me out.

Dirk

MartinT

14-04-2014, 13:13

Glad you got them, Dirk.

The Grand Wazoo

14-04-2014, 16:59

It's great that you got them at last. Was there an offer for your expenses to be reinbursed? (International phones calls).

Tim

14-04-2014, 18:15

Was there an offer for your expenses to be reinbursed? (International phones calls).
What you got then Scott, how good is your customer service? Mind you best not send anything, it might get lost or stolen in the post . . .
:popcorn:

dirklenart

20-04-2014, 07:55

Was there an offer for your expenses to be reinbursed? (International phones calls).

No, but they didn't cost me anything, phoning after 16:00 with my telecom provider is free in Europe. Still, it's a real pity because Music Matters is so hard to come by in Europe. Ordering yourself from the States is very costly due to shipping costs, customs and taxes and presentation fees.

CageyH

05-11-2015, 17:36

:rolleyes:

I may be adding to this thread soon, although it's not a "substantial" order....

topoxforddoc

05-11-2015, 22:58

This is my only experience with SN. I ordered an Analogue Productions 45 rpm copy of Dusty in Memphis from Scott Nangle earlier this year. I did it on the phone, and chatted with Alex for over 20 mins. It was out of stock, but delivery was due shortly. Alex sent me an invoice, once the item had arrived in the UK. After payment, I got an email with a Hermes tracking number and the LP arrived a couple of days later.

CageyH

06-11-2015, 06:27

My previous order with Scott went through smoothly - that was for a preamp.
This one is much smaller, but has been a nightmare.
I have had stuff coming from China and Russia arriving quicker.

CageyH

06-11-2015, 16:11

A refund has been issued for my order.

orbscure

06-11-2015, 16:17

...and just to add balance to those who've been lucky enough to get good service from Scott, all of my dealings with him have been an absolute nightmare and in on each occasion, if Marco hadn't been good enough to help push things along, I'd probably still be waiting...

CageyH

06-11-2015, 16:37

gadgie

07-11-2015, 01:37

The main thing is, I am not out of pocket.
Scott has also said that if the order does arrive, then I can keep it free of charge.
I can't say fairer than that.

My big purchase was flawless, the second one troublesome, but he has no control of the post when things leave his premises.
If I purchase from Scott in future, I will be using tracked mail.

TBH! I think if I got a refund and then the items did arrive, I would send the payment or at least a large portion on the payment (maybe keep some for hassle payment) That's just me of course.

CageyH

10-11-2015, 06:50

Just a minor update - the refund has arrived in my account.
Still no sign of the package. It's rare I get a problem with the post, but I understand that it is outside Scott's control once he has posted it. The next order I place will be tracked/signed for.

My order was for a Disc Doctor record cleaning brush and RCM strips. About €60 to €70 worth.
If the parcel turns up, I will get in touch with Scott, and either pay for it, or send it back as I have ordered the bits I wanted to clean my records elsewhere. Not the same products, but hopefully as good as the ones that Scott sells.

It must be frustrating for Scott when stuff gets lost in the post, but I cannot fault the customer service.

Clive197

10-11-2015, 18:05

I'm sad to see that SN is still causing issues. I ordered a LP from Scott quite some time ago and it was only after the intervention of AoS that I got a refund after many e-mails.
Every week I receive an e-mail from SN which after a quick read I post into the little bin at the bottom of my Yahoo page. I'm glad that some of you receive your orders but I for one will NEVER order from Scott.

stevied

13-11-2015, 07:15

Sounds like items are in stock on his website but not really if you know what I mean! :)

cyclopse

13-11-2015, 20:57

I have had a number of transactions with Scott. Good luck to him, his prices are more competitive than a music dealer in Newport. Some work on admin would make the service first class.

Regards

Cyclopse

struth

13-11-2015, 21:12

Good lad Scott.. trouble is you hear more of the occasional bad sale than all the good ones such is retail I suppose. I have only used him once but it was a seamless transaction.

zanash

15-11-2015, 18:52

I think what this shows is that a little help from AOS ....has been the difference. Hats off to those concerned

DarrenHW

05-12-2015, 16:05

Just a quick note on my last transaction with Scott. I ordered 3 records, after which Scott advised me 1 was on back order and provided an ETA. The ETA was accurate and I have now received the complete order, which was well packaged and arrived in excellent condition. Whilst other suppliers may offer more up to date stock information and quicker delivery times I have never had an issue with any of the records I have ordered from Scott. Personally I would rather the order took longer to get here but arrived in perfect condition than turning up in a couple of days damaged or with pressing errors. I appreciate the issues that have been raised in this thread, but this is not my experience with Scott.

da2222

03-09-2019, 12:32

Apologies for resurrecting this old thread but I've just come across it and would little to share my own story of woe re Scott/Alex Nangle at https://snvinyl.co.uk and to warn any other potential buyers...

Over 5 months ago I submitted and order for vinyl to the value of £160+ and despite subsequent tooing and froing of various condtradictory emails about shipping dates, it quickly became clear the order was not going to be fulfilled. As such, I requested a refund. There the fun really began... Bank detail requests numerous times yet never a payment received. Each email from him continued to contradict the last. In short, I have been chasing this for months, the email trail is horrendous. Phone calls are never answered...Not once has an explanation or apology been forthcoming. An quick internet search documents a litany of similar complaints- I'm usually careful to check before using online retailers but given he was recommended by a solid member, I let it slip for once. Out of pocket and very frustrated indeed...:rolleyes:

Macca

03-09-2019, 16:50

send him another e-mail telling him you'll be off to Court if you don't get your money in 3 days. Usually focuses the mind. If no joy file a case the Small Claims process, you can do it on line. Worth it for £160 and he might learn his lesson that way.

Gazjam

03-09-2019, 21:27

Marco

04-09-2019, 09:02

I’ve been to Scott’s house to collect vinyl in the past and it’s fair to say he’s a good guy and he’s not out to skin anyone...but the situation there is unique.
Running a mail order business though, that’s irrelevant.

I’ve always thought the practice of saying everything’s in stock on your website THEN trying to source it can lead to hassle for the customer which isn’t warranted...
Otherwise, they could just buy from Amazon?

If it needs to be ordered in...say so.
Be upfront, people can respect and get behind that.

I would completely agree with that, and also add that Scott simply takes on too much, and WAY more than he can realistically or efficiently handle! That's not Drew's problem though, or any other customer's, which is one of the reasons we unfortunately had to ban Scott, as the continual complaints against him were getting OTT, and simply unsustainable.

I'll see if I can have a word and get him to sort things out for Drew.

Marco.

Marco

04-09-2019, 09:09

In the meantime, Drew, do you have an order number I can quote him and/or a description of what it was you ordered? Ta:)

Marco.

Marco

04-09-2019, 11:38

Just received this prompt reply from Scott, which I'll publish publicly, as it's only fair on him:

HI Marco
hope things are well

Problem Drew wanted to pay by bank transfer & we only accept credit /debit cards / paypal
last couple of orders went okay ( but asked many times for card payment not bank transfer )

This order one title was out of print & long lead time waiting on a repress & can,t send multiple shipments to italy to costs
as you know typical adele record is repressed from a file in 10days
AAA mastering/pressing if we run out of stock on a certain title can take 6-12months

back in stock this week & shipping thjs week ( sent email last night to Drew)
will text & email tracking numbers with tracking number & one hour delivery

could not refund as euro transfers to italy cost £25 & only for amounts over 1000euros via my bank & take almost a hour to fill in forms
if paid by card can send rrefunds in seconds & in clients accounts within hour

hope this helps
rgds

scott nangle
snvinyl
www.snvinyl.co.uk

Hope this helps, Drew. Please confirm that Scott has been in touch, as outlined, and that the matter is now being resolved. Cheers:cool:

Marco.

da2222

04-09-2019, 14:52

Many thanks Marco for helping to chase this up and to others who have offered advice. Since posting things appear to be moving in the right direction and my order is (hopefully) now in the process of being fulfilled. For the sake of accuracy I would like to address some of the points made by Scott in his mail to Marco:

HI Marco
hope things are well

Problem Drew wanted to pay by bank transfer & we only accept credit /debit cards / paypal
last couple of orders went okay ( but asked many times for card payment not bank transfer)

At NO point prior to paying by BT was it intimated that card payment was preferred. "Many times'? No, not even once. BT payment only became an issue when I requested a refund.

This order one title was out of print & long lead time waiting on a repress & can,t send multiple shipments to italy to costs
as you know typical adele record is repressed from a file in 10days
AAA mastering/pressing if we run out of stock on a certain title can take 6-12months

OK but this doesn't not excuse the amount of conflicting disinformation in numerous emails re delivery promises or otherwise. It seemed like I was talking to a different person with each email correspondence

back in stock this week & shipping thjs week ( sent email last night to Drew)
will text & email tracking numbers with tracking number & one hour delivery

could not refund as euro transfers to italy cost £25 & only for amounts over 1000euros via my bank & take almost a hour to fill in forms
if paid by card can send rrefunds in seconds & in clients accounts within hour

Scott informed me that this cost was in fact applicable to UK BT transfers and asked for my Italian EURO account instead claiming it would be cheaper!! Both UK and EURO details were provided upon request NUMEROUS times but no action was taken at any point...

Anyway after 6 months I hope this is finally in the process of being resolved. What was really galling was the time wasting, constant disinformation, chronically poor coms and long periods of silence. AOS has evidently expedited the resolution process and for this I am extremely grateful...

Marco

04-09-2019, 16:13

You're welcome, Drew. Do let us know, by updating this thread as necessary, when the matter has finally been resolved to your satisfaction, and in the meantime if there's anything else I can do to help, let me know:)

Marco.

da2222

04-09-2019, 18:19

da2222

06-10-2019, 19:06

An update of sorts...Still no further forward with my order, last mail Scott said he was still waiting on a record with no idea when it would arrive. Once more communication has all but disappeared. Maybe it's just me but if I had a customer waiting for 6 months and only one piece of an order was missing, I'd send out the rest post haste. Really scunnered with this.

Marco

06-10-2019, 19:40

Hi Drew,

Really sorry to hear this still hasn't been resolved!!:doh:

I've just emailed him to find out what's happening. I'll let you know what he says when he responds.

Marco.

da2222

06-10-2019, 19:42

Thanks Marco, very much appreciated:)

Wakefield Turntables

06-10-2019, 19:55

I had a similar episode. I soon learned never to use his services. One bitten, twice shy.

Marco

06-10-2019, 20:26

Thanks Marco, very much appreciated:)

No worries... Just got this from Scott:

the gateposts keep moving marco

john martyn in stock & pet shop boys
your list keeps changing each week drew
ready to ship please advise
rgds

Obviously I know nothing about what he's saying. How would you like to respond? I'll pass on your message.

Marco.

da2222

06-10-2019, 20:34

Marco I just got an email 5 minutes ago from Scott, thank you very much indeed. Hopefully he will read my reply this time...

I really don't wish to embarrass him any further but I could show you a host of mails that show the only one changing the gateposts is himself. He doesn't seem to ever read/absorb emails and then suggests this delay to the order is in some way my fault. It beggars belief.

Marco

06-10-2019, 20:53

Yeah I know what you mean, as others have experienced similar. Anyway, keep me posted on developments, and if he needs chased up again I'll do it.

Marco.

da2222

09-10-2019, 20:17

Well...I have a tracking number and the records would seem to be on their way. Its seems the saga is finally coming to a (happy) end. Many thanks again Marco for your intervention and help, without which I'd surely still be simmering with frustration :):)

Marco

09-10-2019, 20:36

No worries, mate. Fingers crossed! Keep us posted and let us know when they arrive:cool:

Marco.

Gazjam

09-10-2019, 21:00

A good result, nice one guys.

I’ve been fortunate that I live close to Scott and I’ve always jumped in the car and drove over, and I’ve always been made welcome.
I’d never buy mail order though, cos of...but hey, that’s just me.

Scott,
people are too used to Amazon nowadays, an online retailer needs to at least offer similar service.
Being a “good guy” customer service wise is a great goal to strive for, your online reputations not as good as it could be...you should be showing folks how good it could be!

With respect always.
Gaz.

Dubmart

14-10-2019, 23:09

I just had some fun with Scott Nangle, I place an order including the Chet Baker box set for £99.99, before the payment email arrives I receive their latest mail out advertising the Chet box at £94.99, so naturally enough I email them back and point this out, nothing pushy, just questioning why they have just advertised it to me at a lower price, next thing I get is the payment link with Chet cancelled and the option to add it back for £115.99, as Chet was the reason for the order I told them to cancel it and pointed out how wonderful their customer service was, some people are their own worst enemy.