Forgive me if this is in the wrong place. Has anyone had any issues with KEH? I've been using KEH for years, 17 years in fact. No issues ever. KEH usually leaves shipments behind a column near my front door, clearly out of sight. I've had shipments anywhere from $150-$1500 left there. No issues. Fast forward to my last dealing with KEH over a $50 transaction. This time in some shipping snafu, I was required to sign for this. After the first attempt I called KEH, they said they would intercept the package and have it held at the nearest FedEx office. 2nd attempt to deliver, then finally 3 and fourth time, KEH swore that it would be going to fedex office, even showing me proof. Finally checking the tracking, the package is heading back to Georgia, KEH headquarters. By now I've already asked for a refund. Full refund was promised. Here we are, day 3 after receiving the item and I have no refund yet. Am I overreacting? If this happened to you would you feel cheated that you paid for something, never received it, and now have to wait for a refund for a product that you never even received? I addressed my issue with 2 customer service reps via email. There's no management email or phone #
Has anything like this happened to anyone?
I won't be using KEH anymore. They also charge tax in TX now.
I have both FedEx and UPS accounts just to track in and out packages that I have using them. these accounts also allow you to control the delivery to you as to holding at station or when to deliver when you are certain to be around. as they say "they have an app for that"
on to the refunds: recently I had ordered some audio gear from a manufacturer down south. a fair bit too. they were supposed to get one piece in in February. late February they charged my card for all the gear. no shipment. now I did tell them ship all or none. the one piece still hanging it up is literally the core component that being the preamp/controller for the system and it was still delayed. without this all other components were just pricey paperweights. now with no firm shipping and my work schedule for the next month I cancelled the whole order. my general rule is if you can't ship it you don't charge for it. moreso when we are talking higher price product. now i' am going to see how long it takes to get my refund. that will decide if I do business with them ever again. and its not like they gave me any sort of a combined deal.
Yeah me too. For some reason, this FedEx ground shipment couldn't be changed. Even KEH couldn't change it. Well, according to KEH. That's the excuse that was given. Very disappointing.
bellyface wrote:
Yeah me too. For some reason, this FedEx ground shipment couldn't be changed. Even KEH couldn't change it. Well, according to KEH. That's the excuse that was given. Very disappointing.
Could it be Fedex at fault here and not KEH? Maybe KEH did everything they could and Fedex dropped the ball.
I called fedex several times and they kept saying the shipper can make any request on this shipment. so, my guess is the customer service rep was either lying or not really caring about anything.
bellyface wrote:
I've been using KEH for years, 17 years in fact. No issues ever.
Snafus occasionally occur. 17 years is a pretty good track record.
KEH usually leaves shipments behind a column near my front door, clearly out of sight. I've had shipments anywhere from $150-$1500 left there. No issues.
KEH doesn't leave anything at your door, the company they ship with does. Once the shipment is out of their door, it's the responsibility of the courier.
After the first attempt I called KEH, they said they would intercept the package and have it held at the nearest FedEx office. 2nd attempt to deliver, then finally 3 and fourth time, KEH swore that it would be going to fedex office, even showing me proof. Finally checking the tracking, the package is heading back to Georgia, KEH headquarters.
Sounds like a Fedex problem, not a KEH problem
By now I've already asked for a refund. Full refund was promised. Here we are, day 3 after receiving the item and I have no refund yet. Am I overreacting? If this happened to you would you feel cheated that you paid for something, never received it, and now have to wait for a refund for a product that you never even received? I addressed my issue with 2 customer service reps via email.
This sounds like a big overreaction to me. If you paid with a credit card, it can often take 3-5 business days for a refund to post to the card, this again is out of the hands of KEH. They may also be waiting for the package to arrive (which, IMO, is good policy).
Has anything like this happened to anyone?
No, but I'd be a little more understanding about it if it did.
It's relatively a small transaction, I shouldn't make a big fuss about it, but it upsets me that a simple transaction like this can't be refunded easily. Either FedEx or KEH, either way the consumer pays by waiting to feel satisfied. If the roles were reversed, say it was me here selling something to someone else in the buy/sell forums, something like this were to happen, I'd be following shipping status and would issue a refund when a buyer voices their concerns about the product. But that's not the case here.
Lessons learned...
Don't use paypal to pay for KEH.
Do select an alternate shipping location.
I won't be using KEH to buy anymore.
If a signature is required, delivery cannot be changed in my experience. I'd wait a few days before complaining about the refund. It's a hassle, but no big deal, yet.
actually if a signature is required it can be held at a fedex location for a period of time so the individual can sign and pick up. I have done this on more then a few occasions (stopped and held so I could pick it up at my convenience when it required a live signature).
you can log into fedex (or UPS for that matter) and change where the delivery is going. You can't do it same day delivery is going to be made, but the day before you can. I did this when I had my MacBook Pro shipped, as well as when my wife bought her iPhone.
