Xoxide poor selling practices

[LIVAN]

In my emails? What ? What am I going to tell him? I am suing him for 18 bucks?

They are the one who ignored my emails for cancelling, they are the ones here who threatened me with legal issues, they are the ones who charged my card when the item is not in stock, need I go on further?


If it's such a small issue, tell them to gett it right and give me my refund. Until then, I will make sure I tell as many people as possible.

If you don't like it, I apologize in adavance.

 

[ElFenix]

Originally posted by: LIVAN
The only guy who used the WORD LEGAL is Jason when he uttered those words to me below. So no, I didn't threaten him and I posted my email to him above.

Simply asking for my entire refund. Not too much to ask.

well, they're arseholes.

 

[klah]

Originally posted by: ElFenix

Originally posted by: Jzero

Unfortunately, Xoxide should familiarize themselves with the FTC Mail/Telephone Order Merchandise Rule which states:

If, after taking the customer?s order, you learn that you cannot ship within the time you stated or within 30 days, you must seek the customer?s consent to the delayed shipment. If you cannot obtain the customer?s consent to the delay -- either because it is not a situation in which you are permitted to treat the customer?s silence as consent and the customer has not expressly consented to the delay, or because the customer has expressly refused to consent -- you must, without being asked, promptly refund all the money the customer paid you for the unshipped merchandise.

Sure sounds like they are required to inform you of a back-order and cancel it upon your request.

that law says no such thing. it only says if they cannot ship within the time frame or within 30 days they must inform you. since they don't give a specific time frame (note the word 'usually' on their site) they are only held to the 30 day limit. may not be great business practice, but it is all that is required.

Q: Can we say 48 hours "most of the time?"

A: If you represent that you ship in 48 hours most of the time, you will be required to ship or provide notification of delay in 48 hours all the time.

 

[ElFenix]

Originally posted by: klah

Q: Can we say 48 hours "most of the time?"

A: If you represent that you ship in 48 hours most of the time, you will be required to ship or provide notification of delay in 48 hours all the time.

they musta changed that since i went through training on it, 2 years ago.

did the email from 'will' contain all of this:

What a First Delay Option Notice Must Say
In seeking your customer?s consent to delay, the first delay notice you provide to the customer (the "delay option" notice) must include:

* a definite revised shipment date or, if unknown, a statement that you are unable to provide a revised shipment date;
* a statement that, if the customer chooses not to wait, the customer can cancel the order and obtain a full and prompt refund; and
* some means for the customer to choose to cancel at your expense (e.g., by providing a postage prepaid reply card or toll-free telephone number).
* the following information when you cannot provide a revised shipping date:

* the reason for the delay, and
* a statement that, if the customer agrees to the indefinite delay, the customer may cancel the order any time until you ship the merchandise.

 

[MacBaine]

Originally posted by: ElFenix

Originally posted by: Jzero


Unfortunately, Xoxide should familiarize themselves with the FTC Mail/Telephone Order Merchandise Rule which states:

If, after taking the customer?s order, you learn that you cannot ship within the time you stated or within 30 days, you must seek the customer?s consent to the delayed shipment. If you cannot obtain the customer?s consent to the delay -- either because it is not a situation in which you are permitted to treat the customer?s silence as consent and the customer has not expressly consented to the delay, or because the customer has expressly refused to consent -- you must, without being asked, promptly refund all the money the customer paid you for the unshipped merchandise.

Sure sounds like they are required to inform you of a back-order and cancel it upon your request.

that law says no such thing. it only says if they cannot ship within the time frame or within 30 days they must inform you. since they don't give a specific time frame (note the word 'usually' on their site) they are only held to the 30 day limit. may not be great business practice, but it is all that is required.

Got email next day saying item not in stock. Emailed them back right away to cancel.

Seems to me like this email is stating that they will not be able to ship in the time stated, and he expressly refused his consent to the delayed shipment, at which point they are obligated to immediately refund his entire purchase.

 

[ElFenix]

Originally posted by: MacBaine

Seems to me like this email is stating that they will not be able to ship in the time stated, and he expressly refused his consent to the delayed shipment, at which point they are obligated to immediately refund his entire purchase.

You must cancel an order and provide a prompt refund when:

* the customer exercises any option to cancel before you ship the merchandise;

the question then is, 1) did they provide an option to cancel; 2) was it excercised properly, if so; 3) if the option was properly excercised, did the item ship even before the option was excercised; 4) with something as delayed as email what is the time window? 'will' claimed that he hadn't been around to check his email by the time the order shipped.

 

[LIVAN]

the question then is, 1) did they provide an option to cancel; 2) was it excercised properly, if so; 3) if the option was properly excercised, did the item ship even before the option was excercised; 4) with something as delayed as email what is the time window? 'will' claimed that he hadn't been around to check his email by the time the order shipped.

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I gave them 5 days and 5 emails to cancel. It's not my problem Will didn't read his email, or he only reads Email A and not email B. If they want to run a business, if a customer tels you 5 times in 5 days that he wants to cancel, and they still ship, we got a problem.

 

[Injury]

Xoxide's info does not provide that a phone call is required to cancel an order, and AFAIC if someone from the company can email you, you should be able to email them back unless the email they send specifically says not to email them back or gives an alternate email to contact.

Just a personal thought.


And about the "Customer is always right"... whatever. 9 times out of 10 the customer is just an idiot or trying to scam you, but giving them what they want costs less than the labor and headache of dealing with them. Not that I'm saying that applies to this situation, but I'm just saying...

 

[Xionide]

Originally posted by: SampSon
I read that as "Xionide".

Go free ipod scam!

HAHAHA! :beer:

 

[Xionide]

Originally posted by: SampSon

Originally posted by: Gurck
That was pretty rude of them. If the item has shipped then you're pretty much all squared away, no? Chalk it up as a learning experience.

Originally posted by: SampSon
I read that as "Xionide".

Go free ipod scam!

No, that's Xiety.

Oh even worse.
Well, Xionide got taken by that scam too though.

Yes they drained my bank account, raped my mom and ate my dog

-Xionide

 

[LIVAN]

And about the "Customer is always right"... whatever. 9 times out of 10 the customer is just an idiot or trying to scam you, but giving them what they want costs less than the labor and headache of dealing with them. Not that I'm saying that applies to this situation, but I'm just saying...

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I don't think customers is always right either! =) But in this case, I feel strongly I have been wronged. I don't want them to give me anything. But just an apology and my money back. Not too much to ask I don't think.

 

[weepul]

it was rude of them to respond like that, but any company that doesn't have the item in stock usually shots a email to the buyer saying the item is currently out of stock and will be back in stock so and so and when we receive it, it'll be shipped to you immediately.

a company can't legally charge you when they haven't shipped the item yet. there's a difference between authorization and charge. authorization is just checking to see if your credit card has enough credit for the item you're purchasing. charging is when that authorization is finalized. it seems that they very well may have already gotten the item in stock when they charged you.

//krunk (^_^x)

 

[LIVAN]

a company can't legally charge you when they haven't shipped the item yet. there's a difference between authorization and charge. authorization is just checking to see if your credit card has enough credit for the item you're purchasing. charging is when that authorization is finalized. it seems that they very well may have already gotten the item in stock when they charged you.

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I ordered 7-29-04, they emailed me 7-30-04 Item is out, They got my first cancellation notice minutes later on 7-30-04. I went onto my credit card account, my account was CHARGED on 7-29-04. Pre-authorizations do not show up on Amex. I called Amex and they told me it was a full charge. So They charged me before they even wrote me about the OOS. I thought they charged me the same day but it turns out it was even worse than I thought if that is even possible.

 

[quacktastic]

well i personally have purchased many times from xoxide, and have not had a problem in the past, but then again i have never had to return anything either. never again will i buy from xoxide, a company with customer service that poor doesn't deserve my business. regardless of who is wrong and who is right in this situation, it would have been so easy for the company to issue an apology and refund your money. how many customers does it deal with? how many orders each day? would one really kill them?

the fact is that i believe they are going to lose far more in the long run the way they chose to handle the situation. as i mentioned before, i have made MANY purchases with xoxide, and i will make no more.

as for you guys saying let go, eh, i say do what you can. it's your job as a consumer to make sure that companies CAN'T treat you like crap. we have far more power than they think we do. i find it laughable that jason so blatantly ignored the fact that you were posting on major forums. well, laugh all you can. if you keep ignoring customer service, you'll be laughing away all your business.

 

[breweyez]

the fact is that i believe they are going to lose far more in the long run the way they chose to handle the situation

LIVAN....it appears your a big giants fan....which means (as a dodger fan) I am supposed to give you cr@p...but I will hold off this time

I do appeciate the heads up....I will never buy anything from a company that responds to a customer like that


I hope they realize how foolish they were....doing good business, means staying in business

oh yeah....gnats suck.....hehe....cant resist

 

[LIVAN]

as for you guys saying let go, eh, i say do what you can. it's your job as a consumer to make sure that companies CAN'T treat you like crap. we have far more power than they think we do. i find it laughable that jason so blatantly ignored the fact that you were posting on major forums. well, laugh all you can. if you keep ignoring customer service, you'll be laughing away all your business.

------------------



Thanks for your support quacktastic, right now it's really about the principle of it. I know it sounds corny but it really is. I will not let Jason treat me like that and I will make sure he doesn't treat another person that way using the power of these forums. Again, I am not slandering anyone, everyone posted here is EXACTLY WHAT HAPPENED so people can make up their own minds.

As for Jason ignoring the forums, I think they have a sweet setup at resellerratings.com. We might even talking about fraud. We already know they BRIBE their customers to give them good ratings and some reviews certainly don't sound like customers wrote them. I have already wrote resellerratings to look into this. Whether they look into or not, I don't know.

All I can say is, don't depend too much on resellerratings ONLY either!

 

[LIVAN]

Brew,

Nice win tonight by the men in Blue huh? 4.5 games and closing...

 

[breweyez]

Originally posted by: LIVAN
Brew,

Nice win tonight by the men in Blue huh? 4.5 games and closing...

I watched that game....beltre is finally doing what he was expected to do....in fact hes got more hr's than bonds....oh wait...more than anyone....hehe


not closing tonight....better hope schmitt stays healthy

 

I for one won't be making any more purchases from Xoxide. I will also warn all friends, family, and colleagues about them.

Livan, make sure you write this up to resellerratings, fatwallet merchant review, outcrier, epinions, etc

 

[Kenny]

Thanks for the heads up. I hate bad customer service and won't be purchasing from Xoxide either.

Xoxide should be dealing with this in a more professional manner. Being rude to customers will get them nowhere.

 

[razor2025]

I haven't purchased a single thing from Xoxide, and I'm glad I didn't after reading this thread. It seems like there's few people who got burned by Xoxide's craptacular customer service. There's a reason why Newegg is so successful... it's called a REAL-TIME inventory and great customer service. That's how business is supposed to be run. And that's the main reason why I always buy parts from Newegg to build PC for others. Even if Newegg charges $3-5 more.

 

[XoxideSteve]

First off I would like to sincerely apologize for this simply ridiculous email you received.

Let me explain a bit about how our backend system works, as I think this it may help you to understand the situation. When an order is brought in it is checked against our inventory database, if all items are in stock and the order is ready to ship the credit card is charged. If there are any discrepancies with the order it is not charged, and the customer is emailed immediately. However with over 1000 Sku and hundreds of orders leaving our warehouse daily it is difficult keeping our inventory 100% accurate. It is not uncommon for our inventory to be off by 1 or 2 on a popular product. Your order was placed for an item with just this circumstance. This order will then travel to the warehouse to be packed and it won?t be until our shipper realizes we are out of stock that we will contact the customer. We will then update our database as well as our website to reflect the out of stock product. This is what happen with your order and is the reason our site did not list the product out of stock when you purchased.

As for your contact with Will it is true Will was on vacation for 5 days in Wildwood, NJ. If you had been emailing with his personal account will@xoxide.com it is possible he did not receive your email for several days. Our sales@xoxide.com account is never left unattended, however if an employee is not in the office their personal account will not be answered. As of today I will have our employees, when they are out of the office, set up auto-answer. This way customers will know they are gone and can e-mail sales@xoxide.com directly.

Finally I would like to touch on Jason?s email. This e-mail was rude, unprofessional and inappropriate. I sincerely apologize to you and any other customers who received an e-mail from Jason with similar tone. Jason will be facing serious consequences come Monday. Currently we have five customer support agents, and I do my best to take the time and read through their work at least a few times a week. Unfortunately it is impossible for me to read every e-mail or listen to every phone call. You can mark my words if I had ever run across anything like this action would have been taken immediately. I have already tried calling Jason several times this weekend but he has been unavailable. Come Monday morning I will be having a long talk with him.

I hope you can understand that this was a rare occurrence and should not solely be used to judge our company. As some of you have already noted resellerratings, or Yahoo merchant reviews are better indicators of our overall customer experience.

http://www.resellerratings.com/seller2254.html - 1305 Reviews

http://shopping.yahoo.com/merchrating/user_rv.html;_ylt=AoscClZXHuow6NAK_z0Rwd4bFt0A;_ylu=X3oDMTBpOTBmZzNiBF9zAzk2Mjc2NzY0BHNlYwNzcg--?merchant_id=1000792 ? 2237 Reviews

For those of you who posted that we write our own customer reviews that is simply unreasonable. First off that is illegal and not something we would ever participate in. In addition given the number of customer reviews I don?t even think it would be physically possible.

I would like to close by again apologizing to any customers who received similar e-mails from Jason. As I stated earlier his e-mails were rude, unprofessional, inappropriate and do not represent my views nor that of Xoxide.com.

In my signature I have listed both my direct telephone number as well as my personal e-mail account. If anyone feels they were treated unfairly by our customer support staff I welcome you to call me and I will gladly take care of you personally. I know it will be hard for many of you to build trust in us again, but hopefully it will help knowing you can reach me directly anytime. Livan ? If you have not been taken care of to your satisfaction at this point please give me a call or drop me an e-mail and I can personally help you from here on in.

Steve Voudouris
Vice President
Xoxide Inc
610-353-5077
sv@xoxide.com

 

[LIVAN]

To address some peple who said Xoxide has been fine when they bought. I don't doubt it. BUt the overwhelming evidence here shows there is a problem. And it may be worse than Tiger Direct.

 

[JW310]

Originally posted by: LIVAN
To address some peple who said Xoxide has been fine when they bought. I don't doubt it. BUt the overwhelming evidence here shows there is a problem. And it may be worse than Tiger Direct.

Did you even read what Steve posted above? It sounds like he's trying to make good.

JW

 

[PoPPeR]

hehe