commah
05-23-2007, 06:20 AM
Normally, I'm a very understanding customer, and rarely complain if a product that I purchased takes an extra few days or something like that. One of the things I've come to appreciate with many of the online vendors is the outstanding customer service that's provided, the genuine concern for a customers opinions and appreciation for the product that they are selling. But, what happened to me recently with ebarbershop.com can not go unmentioned. I post this for any of you who may be considering purchasing something from ebarbershop.com in the future.
First, make note that they say they have been in businsess since 1999, as if to make you think that this is a business that is steeped in a long line of tradition and history. 1999 is really not that long, so don't let that fool you.
Now, here's what happened. As a fairly new wetshaver, I was advised to try Osage Rub after shave to get that cool minty tingling sensation post shave. I had used ebarbershop.com in the past to purchase an item that took two weeks to receive. Though it took a long time, I was willing to let that pass as it was my first experience with them and their explanation was the "holiday" season was causing delays. So, I went online on May 2nd to purchase the Osage Rub. I ordered it online and got an email the same day confirming my purchase. I got an email on May 4th saying that my item was shipped that day, and it would arrive "shortly". Their website states that I should receive the item within "5 business days of shipping", so I expected the product around May 10th.
I'm sure many of you have experienced that anticipation of waiting for the mail to arrive with your product, and you eagerly await the product that you purchased. May 10th came and went with no product. I wasn't thrilled, but chalked it down to bad luck in not receiving it that day. May 11th came, and again, no product. I was getting somewhat frustrated when it didn't come by the end of that week, so I emailed ebc and asked if my product was mailed.
They responded by saying it was shipped on May 11th, which is 10 days after I purchased it. As angry as I was, I was still content with the anticipation that my order should be here soon, but no later than May 15th. Nope, it never came. I emailed them and they told me that "they were at the mercy of the postal service" and that I should "be patient".
Well, May 21'st came and still no delivery!! Now, I was angry. I emailed them and told them that this was unacceptable. They again used a template response saying "be patient".
Well, here's where it gets interesting. I received a box on Tuesday, May 22nd, angry as hell, but still excited about finally getting the Osage Rub. I opened the box and look what was in it:
That's right, NOTHING!! I opened the box and inside was an empty bottle of Osage rub. 100% EMPTY!!!!! The plastic bottle had a slice from top to bottom, which I highly doubt occured as a result of the postal services handling of it. It was clearly shipped with a slight tear, and the high altitude intensified the slice and made it bigger.
Now I was outraged!!!! I emailed them with my experience and demanded an immediate replacement to be shipped overnight. This is what they wrote back:
Your total order amount was credited as promised. You may check with your credit card company to verify
You have received a refund even though we advised that your order was in transit...and and a refund was provided. Y
You intimated that your order was not shipped, though it was shipped, as you acknowledged upon receipt.
We apologize for the damage...but it was obviously not our intent to send you a damaged/leaking product ...and you have your refund.
This is all unfortunate, but we shipped in good faith...and responded promptly to your request for a refund. We can not be faulted for any of this, and in the future, you might ask your Postal Carrier to be more expeditious when delivering products from Florida.
I was absolutely SHOCKED at their response, and though I will not be the straw that breaks their back, I will NEVER purchase from them again. And, I encourage anyone here that's considering purchasing from them, to seek an alternate vendor.
First, make note that they say they have been in businsess since 1999, as if to make you think that this is a business that is steeped in a long line of tradition and history. 1999 is really not that long, so don't let that fool you.
Now, here's what happened. As a fairly new wetshaver, I was advised to try Osage Rub after shave to get that cool minty tingling sensation post shave. I had used ebarbershop.com in the past to purchase an item that took two weeks to receive. Though it took a long time, I was willing to let that pass as it was my first experience with them and their explanation was the "holiday" season was causing delays. So, I went online on May 2nd to purchase the Osage Rub. I ordered it online and got an email the same day confirming my purchase. I got an email on May 4th saying that my item was shipped that day, and it would arrive "shortly". Their website states that I should receive the item within "5 business days of shipping", so I expected the product around May 10th.
I'm sure many of you have experienced that anticipation of waiting for the mail to arrive with your product, and you eagerly await the product that you purchased. May 10th came and went with no product. I wasn't thrilled, but chalked it down to bad luck in not receiving it that day. May 11th came, and again, no product. I was getting somewhat frustrated when it didn't come by the end of that week, so I emailed ebc and asked if my product was mailed.
They responded by saying it was shipped on May 11th, which is 10 days after I purchased it. As angry as I was, I was still content with the anticipation that my order should be here soon, but no later than May 15th. Nope, it never came. I emailed them and they told me that "they were at the mercy of the postal service" and that I should "be patient".
Well, May 21'st came and still no delivery!! Now, I was angry. I emailed them and told them that this was unacceptable. They again used a template response saying "be patient".
Well, here's where it gets interesting. I received a box on Tuesday, May 22nd, angry as hell, but still excited about finally getting the Osage Rub. I opened the box and look what was in it:
That's right, NOTHING!! I opened the box and inside was an empty bottle of Osage rub. 100% EMPTY!!!!! The plastic bottle had a slice from top to bottom, which I highly doubt occured as a result of the postal services handling of it. It was clearly shipped with a slight tear, and the high altitude intensified the slice and made it bigger.
Now I was outraged!!!! I emailed them with my experience and demanded an immediate replacement to be shipped overnight. This is what they wrote back:
Your total order amount was credited as promised. You may check with your credit card company to verify
You have received a refund even though we advised that your order was in transit...and and a refund was provided. Y
You intimated that your order was not shipped, though it was shipped, as you acknowledged upon receipt.
We apologize for the damage...but it was obviously not our intent to send you a damaged/leaking product ...and you have your refund.
This is all unfortunate, but we shipped in good faith...and responded promptly to your request for a refund. We can not be faulted for any of this, and in the future, you might ask your Postal Carrier to be more expeditious when delivering products from Florida.
I was absolutely SHOCKED at their response, and though I will not be the straw that breaks their back, I will NEVER purchase from them again. And, I encourage anyone here that's considering purchasing from them, to seek an alternate vendor.