Terrible shopping experience with Music Direct

Discussion in 'Marketplace Discussions' started by fishtailparkas, Jul 28, 2017.

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  1. fishtailparkas

    fishtailparkas Active Member Thread Starter

    Location:
    Taipei, Taiwan
    I know record collectors in the U.S. seem to sing high praises about Music Direct's service,
    how they will take back most any defected or unopened product the customer wants to return within 60 days.

    Recently, I ordered my second copy of Jefferson Airplane's Surrealistic Pillow on Mofi from MD,
    because the first copy I received had bent corners and a slightly indented spine, even though this guy at customer service assured me that their warehouse team would check before shipping out my order.

    The wear on the first copy was not too pronounced, but since I care about how my record look as much as how they sound, I purchased a second set, along with some other titles, while informing MD customer service of the issue with my first order and making the same request
    -- that they inspect the copy before shipping them out to make sure the sleeve is undamaged.

    The record came with a badly bent sleeve.
    [​IMG]
    [​IMG]

    The other two titles and the MOFI sleeves I ordered along with the copy all arrived in pristine condition,
    indicating that the damage did not occur during the shipping process -- but before it.

    Needless to say, I was disappointed.

    I shot an email to their customer service instead of the customer service specialist I had contacted
    in the hope that they would solve the issue.

    I received an anonymous reply blaming the damage on shipping and offering me a $12 coupon on my next order...

    I said the damage couldn't possible have occurred during shipping as the other titles and MOFI sleeves I ordered were all perfect, and that it won't be enough to cover my losses, since I had received two defective sleeves in addition to paying two large fees to have them shipped to me.

    I said I wanted to ship it back in exchange for an undamaged copy, and this is MD's reply:
    "We can do an exchange. I just want to let you now that postage both ways for international packages is the customer’s responsibility. Do you still want to proceed with an exchange? If so I will send you an RA. Please let me know. "

    So I said fine, I will ship the copy back so they can refund me for that title I purchased.
    I also said I was switching to Elusive Disc, which offers direct replacements for defective products on your next order at no charge, and pointed them to Elusive Disc's return/exchange policy:

    RETURNS
    All of our shipments are carefully packaged and visually inspected prior to leaving our warehouse. We apologize if you have received a defective item or one that might have been damaged in shipment. Elusive Disc stands behind our products and we will happily replace them with a direct replacement (no substitutions) within 30 days of your date of receipt.


    .2. Defective Items*:
    Shipping costs for returning the defective item to Elusive Disc is the responsibility of the customer for either domestic or International customers. Elusive Disc will return the replacement item(s) to you at no shipping cost (if you are in the contiguous 48 US states). Alaska, Hawaii, Puerto Rico, Guam, FPO, APO and International customers will receive an equivalent saving on return shipping as domestic US customers (Amount to be determined by weight of shipment) or we will ship the replacement with your next order.
    *Please note that if defective merchandise proves upon testing at Elusive Disc to be non-defective, a re-stocking fee will be charged at Elusive Disc’s discretion.

    I didn't get a response the next morning, and the next morning, so I shot another email demanding a refund.

    MD has ignored my email for three days now, and I find it unacceptable that they were never sincere about
    resolving the issue: First, they blame it on the shipping , then they tried to deter a customer from demanding a substitute by citing the shipping cost.

    This mindset is saying that they only care about making money, not the customers.

    Elusive Disc might charge higher on shipping, but their return policy is much friendlier to international customers.

    I am not going to pretend that I am fine and that I am not dissing MD, because I am.
    INTERNATIONAL BUYERS BEWARE.
     
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