Bad Buying Experience

Discussion in 'Vendors' started by sherco, Sep 27, 2012.

  1. sherco

    sherco Been here awhile

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    Through Amazon I bought Sargent low seat for the GS from a place called Powersport Superstore in Austin Tx. It arrived on time and in good shape, packed in a cardboard shipping box with styrofoam peanuts. After checking the seat about 50 times and getting three other opinions I decided that it wasn't any lower than my stock seat ( this thread is not about low Sargent seats).

    I called the seller and got the OK to return and received their email that stated "PLEASE INCLUDE THE AMAZON ORDER NUMBER ON THE PACKAGE: THIS WILL ACT AS YOUR RETURN AUTHORIZATION NUMBER"

    I packed the seat all nice and neat in the shipping box it came in, used a Sharpie to put the number on the outside of the package, paid return shipping ($26), and chalked it up to experience. I then get an email notification of an $82 re-stocking charge !!! All the web info says clearly that there is NOT a re-stock fee.

    I called the Powersport Superstore and was told that because I wrote the return # on the box, the seat was unfit for re-sale and that is why I was charged. I told them I was just doing what their instructions told me and they said I should have had enough sense to put the number on a label instead of marking on the package itself. This was not a printed retail packaging box---it was a brown cardboard shipping box. Anyhow, I'm dealing with Amazon and Visa to get my money back, but beware: Powersport Superstore Austin Tx.

    I know that in internet marketing, returns can kill your business and they have to be monitored. However these guys prominently proclaim free shipping no re-stock fee on all returns etc. I suspect writing the return number on the return package is a "gotcha" so they can charge the fee. Either way I feel I was screwed out of $82. I'm dealing with Amazon and Visa to fix this, but you should be very careful if you deal with these guys.
    #1
  2. Eddy Alvarez

    Eddy Alvarez Long timer

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    If you haven't done so yet...I would first call and respectfully speak with the GM and plead your case. Then if nothing happens, I would copy the link to this thread, paste it into an e-mail to their GM, parts manager, post it on every thread 250 miles around their location, file a complaint with Amazon, the Austin BBB, VISA and write them a formal letter mailed certified. If they ignore you, hassle the $hit out of them by filing a small claims suit against them.
    It has nothing to do with the money but the principal behind their decpetion and lies. Just be honest! Stuff like this irritates the mess out of me! Good luck.
    #2
  3. sherco

    sherco Been here awhile

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    You give some good advice. Small claims court is out because I'm in Ohio and the A**hole with my $82 is in Texas.

    We all do so much business long distance through internet shopping and we forget vulnerable we are to rip off artists------like Powersports Superstore
    #3
  4. LaurelPerryOnLand

    LaurelPerryOnLand Long timer

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    #4
  5. rboett

    rboett posser noob 205

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    If you paid with credit card call your cc company and contest the charge, they may temporarily remove the charge from your account so you do not encure interest pending outcome.

    given the circumstances you probably can contest the original charge and the restocking fee.

    If they do not help you with this, find another card company.

    or

    contact Amazon, they may go to bat for your. I had do do something similar, worked with amazon,, actually had a conf call with small business owner and an amazon rep.
    #5
  6. def

    def Ginger th wonder dog

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    Your credit card folks should stand behind you. If you have all the paperwork and can furnish evidence of your actions, you should get all you money back (minus return shipping).

    I have had success with both Master Card and AMEX in refuting charges over the years.

    Thanks for the heads up.
    #6
  7. rattis

    rattis Long timer

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    I had som problems with my 2 year old Harley rusting away and they didn't give a shit and told as much.
    I got myself a homepage and started to visit every forum i could find and put forward my case.
    As my guestbook started to swell up Moco people stared sweating and eventually caved in, go for the jugular:kboom
    #7
  8. scooteraug02

    scooteraug02 Dog Rancher

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    Sargent has a 30 day return policy when you deal directly with them. Sargent Policy I bought one from them then my friend bought it from me when I decided it didn't work for me.

    Maybe the Amazon price was lower.

    Someone would have bought it in Flea market for $108 discount.

    Hopefully your credit card company will cooperate. You'd think they would have said it was crushed or had a cut in the seat, but to charge you $86 for writing on the box? What does a box cost?
    #8
  9. sherco

    sherco Been here awhile

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    I should have bought directly from Sargent instead of these thieves.

    I have already contested the charge through my Visa

    I also contacted Sargent to let them know what their re-seller is up to, but since I chose not to buy directly from them they probably don't give a rat's a**

    This outfit in in Cedar Park Texas----anybody ever heard of them ? Powersport Superstore?

    Are they an actual "Superstore" or is it a guy with a web page operating out of his garage?
    #9
  10. MrPickle

    MrPickle NP Extraordinaire

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    Any recourse in contacting Amazon directly? Amazon might like to know that a vendor is jerking Amazon customers off by advertising something on Amazon that is contrary to the vendor policy, and when it comes time to put up or shut up, they default to the policy they had all along...they are lying to Amazon customers.

    RA number on outside instead of inside the box costs $82? The BS detecter is blowing up...

    Send them this link...GS riders probably spend more on aftermarket than any other brand (well, Harley maybe...)...if you're reading this Powersports Superstore, I remember this kind of stuff, and you'll on the back of my purchasing decision bus...there LOTS of internet motorcycle vendors out there guys that don't engage in this nickel and dime bullshit.....
    #10
  11. Hikertrash

    Hikertrash Long timer

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    Why didn't you do the return directly through Amazon? I have bought a few items through Amazon that were sold and shipped through other companies. A couple of those items I returned due to not being as advertised and I went right through Amazon. In fact amazon even refunded my shipping costs because it was the sellers' fault. I use Amazon quite a bit for the fact that they have such a liberal return policy no matter who the item comes from, if its being sold through Amazon, you have that buyers protection.
    #11
  12. sleazy rider

    sleazy rider Squidly Adventurer

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    Exactly!! Your purchase was thru Amazon, so they're where you should have returned the seat. Their policy is much more liberal for returns and they also swing a big heavy stick with their suppliers. Hate to say it, but it's your screwup, not the store's.
    #12
  13. Plaz

    Plaz n00b

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    I just ordered the same seat on Amazon and received it from Powersport Superstore. i would have never guessed that the box it came in was considered the original package. It was a normal cardboard box with no marks on it. If I was sending mine back I would have done the same thing.....wrote on the box.
    #13
  14. GP1200

    GP1200 Been here awhile

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    Don't sweat it. Your credit card company will side with you 100% of the time if it's a legit claim. No use getting your blood pressure up, they'll take care of it. Usually asshole companies like that disappear because if they treated you that way, they're screwing a lot more people too.
    #14
  15. krellheat

    krellheat Pepsi Challenged

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    Bring your complaint directly to Amazon. They will be quicker than the credit card to rectify it quickly. Amazon wants business and wants vendors that will bring business in, not drive it away. A complaint to Amazon for one of their vendors is taken seriously by them. The vendor can be dropped by Amazon for many reasons.
    #15
  16. TheRoss

    TheRoss Been here awhile

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    Register on the Two-Wheeled Texans forum, and tell your story there. I'm not sure if the store is just internet sales, or if they have a storefront. If they have a storefront, this would certainly get their attention.
    #16
  17. LaurelPerryOnLand

    LaurelPerryOnLand Long timer

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    Response to my email to them:

    "Thank you for reaching out to us. I have reviewed the forum and the posts. I know exactly of the situation that is being discussed. And although I do not wish to discount anyone’s concerns, I have to tell you that this claim is highly blemished and does not include the full details.

    Let me begin by informing you that we do have a restocking fee under certain circumstances. I will highlight the main points of our return policy so that I do not drag this out too much…

    The first sentence in our return policy is:
    “We do not charge a restocking fee on items returned to us when returned when the items are returned to us unused, uninstalled, and in their original packaging and condition.”

    Then there are some other statements relevant:
    “Items not in their original packaging,
    Items that have been installed,
    Items that have been used,
    Or items that are otherwise not in their original condition are not returnable. We may, at our discretion, accept the above listed items with the assessment of a 20% restocking fee.”

    “If your order originally qualified for and was shipped free, our actual cost of shipping will be deducted from the refund amount.”

    As you can clearly see by the customer’s initial post on the forum, he clearly installed the merchandise. The product packaging was not the only reason why the customer was assessed a restocking fee. Aside from the manufacturer’s packaging being marked all over, the product had slight signs of installation. Because of this, we have to repackage the product (not a huge deal), but unfortunately has to be sold at a discount due to now being a “used product”.

    The customer’s refund was indeed less the amount of $83.18, $63.31 for the restocking fee, and $19.87 for the original shipping cost. If it is any evidence, the customer has already filed an A-Z claim with Amazon and we defended it. Amazon did side with us, and did so because our policy clearly indicates the restocking fee procedures.

    I assure you that at no time do we wish to lose a customer because of these policies but unfortunately we are a business and must be able to cover our losses. We now have to sell a new item as used because the customer was simply unhappy with the height of it. If the customer was interested, we would certainly be able to provide him with a discount on a future order in order to retain his business.

    Also, just a note, we do have a storefront here in Cedar Park.

    Please understand that there are always two sides of any story and when an individual is upset with their transaction, they will usually try to make it sound more extreme than what it really is."
    #17
  18. sailah

    sailah Lampin' it

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    Id be willing to bet that seat is sitting on someone elses bike that they paid full price for.:deal

    If not, where is the seat being sold as used?

    The real reason for restocking fees is the credit card fees. I'm in the business. The dealer or amazon takes a hit when you pay by card, which you obviously do have to through amazon. when the card is refunded, not all the fees are, especially the transaction fee and there is also a fee on a credit. Plus all the labor etc to get the box out the door.

    I think they are using a technicality to gouge you. Its not a pair of sneakers where there is a scuff, who the hell thinks that the plastic won't get a tiny scuff just by installing it? And who the hell cares anyways?
    #18
  19. blatant

    blatant Been here awhile

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    seems valid. internet squabbles are great soap opera's
    #19
  20. PSSS Guy

    PSSS Guy n00b

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    Hello ADV riders,

    My name is Jason and I am the manager at Powersport Superstore and responded with the above email.

    To add to that and address some of the other statements, we do have a store front and because of the condition of the manufacturer packaging, I have simply set this unit up on display in the store front at a discounted price. Sure, that restocking fee is also instated to reduce costs on us as the company, it is primarily there to cover the loss for now having to sell it as a used item. In any event, we do not charge a restocking fee on orders that are returned in the original condition. So this statement "The real reason for restocking fees is the credit card fees. I'm in the business. The dealer or amazon takes a hit when you pay by card, which you obviously do have to through amazon. when the card is refunded, not all the fees are, especially the transaction fee and there is also a fee on a credit. Plus all the labor etc to get the box out the door." is not valid.

    To further address the statement "who the hell thinks that the plastic won't get a tiny scuff just by installing it? And who the hell cares anyways? ": Would you want this item at the retail price if it came to you in a marked up box and signs of installation on the mounting tabs? Regardless if it isn't openly visible to other riders, you will know it is there and I can assure you that no one wants to pay full retail for even a slightly used item.

    In regards to purchasing on Amazon the return does have to be facilitated by us through the Amazon system and surely, when it is in our error we fully refund the purchase price along with providing a prepaid shipping label to return at no additional cost to the customer. As most of you are aware, when selling on Amazon we are monitored by them and even if we wanted to be scrupulous as some have you have suggested, we would not be able to. The customer lost his claim because we fully complied with our policies and the customer did not. We are fully committed to trying to please our customers and of course retain their business.

    On Amazon alone we have over 62,000 reviews in our lifetime of being a merchant on the Amazon marketplace and with a 95% of this being positive we have nearly 59,000 positive reviews.

    Please understand, we are not a couple of guys in a garage trying to make a quick buck, the business is managed by riders just like any other trying to provide a service of supplying great parts at an easy impact on the wallet.

    If any of you have any concerns, you are more than welcome to contact me directly.

    Jason L.
    Customer Service Manager
    Powersport Superstore Inc.
    jason@powersportsuperstore.com
    512.535.5010
    #20