So I went online to find a gasket kit (where I live there aren't many 'stove' shops...at least not nearby). I found Black Swan. Anyone ever dealt with them? I always give a vendor the benefit of the doubt on a mistake and watch how they handle said mistake.
I ordered a gasket kit and paid $10 shipping. About 10 days later I got my package. Wasn't super happy with that but ok, I can fix my stove door now. Except one thing, the box has no gaskets. Instead they shipped me an andiron. The receipt in the box said gasket kit but I got an andiron. Okay, simple mistake, someone needing an andiron got my gaskets I bet.
So I call them up. I expect any company in this situation to say something like this: "I'm so sorry. We will expedite a shipment to you with the correct parts." Followed by this: "We will include a return shipping label in the box if you would simply attach it to your box and return the andiron" or "Our mistake, keep the andiron as it's not worth the hassle to ship it back and you may need it. Again, we're sorry for the mix up."
Instead what I get is an RMA number. I am asked to ship the andiron back at MY expense and then they will ship my gasket kit. So I question the fact that I have to pay return shipping for THEIR mistake. After being on hold for a while I'm told that they have no way to provide for my shipping expenses but they will refund to my card the cost of my shipping when they get the package from me. So with any luck, I'll have a door gasket by mid-december.
Not real happy. In fact, while writing this I decided I'm going to call them back and just return it for a refund. Again, if I had ordered the wrong thing I'd have no problems with the process and wouldn't expect them to cover shipping on my return (although many places do) but it was their mistake, they could have gone a little further out of their way to get me a gasket.
I ordered a gasket kit and paid $10 shipping. About 10 days later I got my package. Wasn't super happy with that but ok, I can fix my stove door now. Except one thing, the box has no gaskets. Instead they shipped me an andiron. The receipt in the box said gasket kit but I got an andiron. Okay, simple mistake, someone needing an andiron got my gaskets I bet.
So I call them up. I expect any company in this situation to say something like this: "I'm so sorry. We will expedite a shipment to you with the correct parts." Followed by this: "We will include a return shipping label in the box if you would simply attach it to your box and return the andiron" or "Our mistake, keep the andiron as it's not worth the hassle to ship it back and you may need it. Again, we're sorry for the mix up."
Instead what I get is an RMA number. I am asked to ship the andiron back at MY expense and then they will ship my gasket kit. So I question the fact that I have to pay return shipping for THEIR mistake. After being on hold for a while I'm told that they have no way to provide for my shipping expenses but they will refund to my card the cost of my shipping when they get the package from me. So with any luck, I'll have a door gasket by mid-december.
Not real happy. In fact, while writing this I decided I'm going to call them back and just return it for a refund. Again, if I had ordered the wrong thing I'd have no problems with the process and wouldn't expect them to cover shipping on my return (although many places do) but it was their mistake, they could have gone a little further out of their way to get me a gasket.
