When a foreign vendor screws up an order and then ghosts you, what are your options.

[Popspin]

Stack Audio makes some nice quality products. I know because I ordered and installed a dozen of them in my FL system.
After taking the footers to try in my NY system I reordered footers for FL on 11/19. A month to get them to FL seemed safe. But it wasn’t. A month later I reordered footers and was told my 11/19 order which had not been handled properly, would be sent. Credit issued for my newest order. Charge for the now late 11/19 order.
Well, only someone not from the US could make this next error. The footers were sent to Fort Lauderdale, NY 10706. No US citizen would have Ft Lauderdale and NY together. There’s only one and we all know what state it’s in.
FedEx, following the state and zip code delivered the FL footers to NY. And I’m in FL.
5 emails have been ignored. Granted it’s holiday time but business’ I know check their email to deal with issues like mine. Nothing from Stack Audio. Silence. No text, no email, no call.
I left a voice mail today for customer service.
Too bad. Poor customer service will kill any company regardless of how good their products are.
So what can I do now? I can let the ownership know but doubt that will help. They likely monitor CS issues and have chosen to ignore me.
All I can do is let others know about my experience.

 

[Popspin]

Stack Audio makes some nice quality products. I know because I ordered and installed a dozen of them in my FL system.
After taking the footers to try in my NY system I reordered footers for FL on 11/19. A month to get them to FL seemed safe. But it wasn’t. A month later I reordered footers and was told my 11/19 order which had not been handled properly, would be sent. Credit issued for my newest order. Charge for the now late 11/19 order.
Well, only someone not from the US could make this next error. The footers were sent to Fort Lauderdale, NY 10706. No US citizen would have Ft Lauderdale and NY together. There’s only one and we all know what state it’s in.
FedEx, following the state and zip code delivered the FL footers to NY. And I’m in FL.
5 emails have been ignored. Granted it’s holiday time but business’ I know check their email to deal with issues like mine. Nothing from Stack Audio. Silence. No text, no email, no call.
I left a voice mail today for customer service.
Too bad. Poor customer service will kill any company regardless of how good their products are.
So what can I do now? I can let the ownership know but doubt that will help. They likely monitor CS issues and have chosen to ignore me.
All I can do is let others know about my experience.

Ah ha, 5 minutes after this was posted I received a message from Stack Audio owner Theo. He advised he will correct the issue tomorrow.
See, that’s all it takes.

 

[ssfas]

I’m in the UK and I didn’t have a clue about what you were talking about with your abbreviations FL and NY. I bought some products from Stack audio a couple of weeks ago and their service was exemplary.

I spoke to Theo and he was telling me that they have recently completely revamped their website, so it is possible that they may have also changed the email address. I sent them one email about when my order was going out and I got an immediate reply. Looking at the website today, it is impossible to get a US delivery address wrong, unless you enter the wrong information, because you have to enter the city and there is a drop-down box for the state. You can also pay by PayPal, as I did, and that automatically uses your registered PayPal address.

Today, 26th December, is a national holiday in the UK. Most businesses closed last Friday, 20 December, and reopen again on 2 January. if I contacted them, I would’ve been amazed to get any reply to before the New Year. So to their credit, they actually replied today, because I doubt anyone else would’ve done.

So before accusing a foreign vendor of screwing up, perhaps you should explain and perhaps provide a screenshot of exactly how you provided your address in the first place and the email address that they apparently did not reply to.

PS we also have telephones here in the UK. Not having used their products before, I telephoned them, they picked up immediately and gave me the advice I needed to place an order. did you try calling them? For a small company in the UK, I am impressed to see that they now provide a local US number.

 

[Popspin]

I’m in the UK and I didn’t have a clue about what you were talking about with your abbreviations FL and NY. I bought some products from Stack audio a couple of weeks ago and their service was exemplary.

I spoke to Theo and he was telling me that they have recently completely revamped their website, so it is possible that they may have also changed the email address. I sent them one email about when my order was going out and I got an immediate reply. Looking at the website today, it is impossible to get a US delivery address wrong, unless you enter the wrong information, because you have to enter the city and there is a drop-down box for the state. You can also pay by PayPal, as I did, and that automatically uses your registered PayPal address.

Today, 26th December, is a national holiday in the UK. Most businesses closed last Friday, 20 December, and reopen again on 2 January. if I contacted them, I would’ve been amazed to get any reply to before the New Year. So to their credit, they actually replied today, because I doubt anyone else would’ve done.

So before accusing a foreign vendor of screwing up, perhaps you should explain and perhaps provide a screenshot of exactly how you provided your address in the first place and the email address that they apparently did not reply to.

PS we also have telephones here in the UK. Not having used their products before, I telephoned them, they picked up immediately and gave me the advice I needed to place an order. did you try calling them? For a small company in the UK, I am impressed to see that they now provide a local US number.
View attachment 142192

Hi safas:
Please understand I’m not accusing Stack or anything, just stating facts about an order being accepted then not fulfilled. Then when it was fulfilled it was shipped to a different address thsn shown on the order. The correct delivery address was on their order confirmation.
Five emails trying to resolve the issue went unanswered.
These are facts, not accusations. I think you are wrong in your assessment of my situation. Your comments relate to a domestic transaction. The question of the thread was asking what to do in this circumstance; not a defense of Stack Audio.

 

[Popspin]

Hurray, resolution!
Yesterday I received an email from the owner of Stack Audio saying he would be in tomorrow and make the situation right. Today that happened.
Thank you Statxk Audio for finally rectifying the issue. Funny thing is it happened because I wanted more product.
In this hobby we all operate with a large degree of trust. While I prefer to support my local B&M dealer I do buy from @strangers”. Making sure they have an above board reputation is a must. Perhaps limiting your $ exposure to an unknown company/person half way around the world can help.
When I started in this hobby transactions were all “local.” Now the entire globe is within reach.

 

[Republicoftexas69]

I’m in the UK and I didn’t have a clue about what you were talking about with your abbreviations FL and NY. I bought some products from Stack audio a couple of weeks ago and their service was exemplary.

I spoke to Theo and he was telling me that they have recently completely revamped their website, so it is possible that they may have also changed the email address. I sent them one email about when my order was going out and I got an immediate reply. Looking at the website today, it is impossible to get a US delivery address wrong, unless you enter the wrong information, because you have to enter the city and there is a drop-down box for the state. You can also pay by PayPal, as I did, and that automatically uses your registered PayPal address.

Today, 26th December, is a national holiday in the UK. Most businesses closed last Friday, 20 December, and reopen again on 2 January. if I contacted them, I would’ve been amazed to get any reply to before the New Year. So to their credit, they actually replied today, because I doubt anyone else would’ve done.

So before accusing a foreign vendor of screwing up, perhaps you should explain and perhaps provide a screenshot of exactly how you provided your address in the first place and the email address that they apparently did not reply to.

PS we also have telephones here in the UK. Not having used their products before, I telephoned them, they picked up immediately and gave me the advice I needed to place an order. did you try calling them? For a small company in the UK, I am impressed to see that they now provide a local US number.
View attachment 142192

Florida and New York. They are states. Boxing Day yep we get it. So what is your financial interest in Stack? They did make a mess here.

 

[infinitely baffled]

Unreasonable expectations , with a side order of xenophobia.

People should have their time off respected without some entitled customer trying to destroy their business because they wouldn't answer over the Christmas holiday.

Disgraceful behaviour by a spoilt customer.