What if a substantial records order goes wrong? Advice needed

[da2222]

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]

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]

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.

Top man, I'll let you now how it goes.

[da2222]

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]

Hi Drew,

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

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

Marco.

[da2222]

Thanks Marco, very much appreciated

[Wakefield Turntables]

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

[Marco]

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]

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]

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.