Edit - this problem has been resolved by the MSC
Original post:
After this last shop with Second to None, I will likely not do any more unless it has a really good bonus.
I did an office supply shop where I'm supposed to be assisted by an employee in ordering one of two products in the guidelines that are not supposed to be in stock in the store.
Both items were in stock in the store. I left, called my scheduler, told her the deal and she told me to buy one of the two products to prove they were in stock. I did so and even took pictures of both of them on the shelves.
The picture of the product that I bought differs from the picture in the guidelines. They refused to pay me because they said I bought the wrong product.
The store hasn't changed the website picture of the product to reflect the actual current packaging. The UPC is the same. The SKU is the same. The regular price and sale price are the same. Every bit of information is the same except the picture on the front of the package. The SKU is even in the UPC and on the receipt.
I wrote them twice and didn't hear back from them. I called them and was urged to write again, so I did.
No reply after a couple of weeks.
So, I took the shop again. I had a plan...
When I asked the employee about the product and he took me right to it, I played dumb. "This isn't the kind I'm used to getting. Is it the only one you have? Maybe in another store?" So he takes me to the kiosk and searches for the product. I see the picture from my guidelines. "That's the one.....that's the kind I get!" I told the associate, who probably thought I was absolutely bonkers. He was very polite even though he obviously knew it was the same thing that he just tried to give to me in the store. So I paid for the product, went home and did my report.
My report was accepted. Phase 1 was complete.
The product arrived in the mail a couple of days later and SURPRISE.....same exact packaging that they have at the store. Same exact thing I bought the first time. Same UPC and SKU as the guidelines AND my previous purchase.
So now that I had absolute proof, I emailed them again with all the gritty details. Pictures of products, pictures of receipts, links to the store site that verified the information. This was just not disputable at this point.
Well, that was about a week ago, and I've still not heard a peep.
I've been cordial. I've held back every snarky little comment that I wanted to let slip through. I have given ample time and allowed every opportunity for them to resolve this issue.
Looking through the forum about this company, I see very mixed reviews. I've noticed that many negative ones are result of a lack in communication, but I've yet to notice any solutions.
I'm always willing to take blame that is mine and suck it up when I know I'm wrong, but this time, I know I'm right. Should I just return the 1$ item, remove them from my bookmarks and forget about it or should I pursue this on principle because I'm not just some sucker who will stay quiet so an editor in a hurry doesn't get in trouble for rushing through a job without paying attention to the details?
Edited 2 time(s). Last edit at 08/06/2013 04:24PM by MrsDupont.