Is it wrong to ask for exchange via courier for a defective purchase?

[taurus033]

Bought something from an online shop. Received the items and found some defect on one of the item. They expect me to bring the item to their office for an exchange and only after they checked the condition. I emailed them and even took photos of the defects.

Then i expressed my unhappiness thru email and phone on going down for an exchange. I asked for a discount for all the trouble to do a exchange and a straight no from them. They told me that defect maybe cause during shipping blah blah.... so i sort of snapped at them and said this is not my problem, upon hearing this the guy said since you say this then there's nothing more to say and hang up on me. This is my first lousy online shopping experience!

 

[mrs_chew]

OMG! Which company is that?
Taurus, please tell me which online is that??

Bad service!

 

[taurus033]

mrs chew,

I have pm you as not sure if i should post their name here. Furthermore they said i'm the first to complain of defect, seems like i very suay to get a defective item. In the end they settle it by asking me to courier back the whole set to them. I'm glad cause dun want to liase with them anymore and this is my last purchase from them.

 

[mrs_chew]

Taurus

Whether you are the first to complain or not, they are not suppose to have such bad attitude. This is really bad leh. Besides, the defect is not done by you lol. They should readily give you some dis or do an exchange personally out of goodwill, unless they are the type of 'hit and run' company.

 

[taurus033]

They are refunding me. Felt is a pity cause is quite a good deal.

 

[mrs_chew]

Taurus

Thanks very much for the info.

I nearly wanted to place my order for the frying pan and the set D pots when they just started the bp. But I decided to stall my order cos wanted to check out the better price at Gmart.

Honestly, most of the companies will need you to bring down the defective goods to their companies instead of coming to your place to collect. But the main factor now is the attitude and manners. Even if the shop offers the lowest price, I will not patronise if its service sucks.

I remembered many years ago, i bought a new handphone and about two weeks later, I realised that the phone burnt my ear when I did a 5 mins call. I brought down to the service centre and asked for an one to one exchange since they couldn't solve the prob. The girl there rudely told me that no one complained about the prob except me and it was impossible for a replacement and worst, asked me to live with it by forever using a ear piece instead. What a joke!! I was so pisssed off and complained directly to their general manager when I stepped out of the centre. The gm wholeheartedly agreed to an exchange, apologised and quickly arranged a new set to be picked up.

Just imagine, the gm had far better service manner than the junior and till today, that girl's comments were still very strongly embedded in my mind man.

 

[mrs_chew]

Btw, hope you can quickly receive your refund soon.

 

[taurus033]

Thank you for ur information on the exchange of defective goods. Thus next time i got to see where their sales office and their exchange method before buying online in case there's defects. Cause they also didn't state clearly on the exchange method for defective goods and i didn't ask. For me no time to go shopping, where have time to go for exchange. Btw i got my refund.

 

[78whee]

hope u get ur refund back!