Im not one to bash a retailer, or anyone for that matter. I have been in retail and customer service for at least 15 years of my adult life. I have been dealing with Midwest for a few weeks and have been getting the runaround for the majority of this time.
I have been around drums for at-least 30 years but took a 13 year hiatus until the last year or two from buying and playing. Over the course of time, I have bought many many many of drum related items. (kits, cymbals, pedals, heads, etc) The majority of my larger purchases have been done at Mom and pop type places except for a few things, and now i know why. I ordered a DW 5002AD4 from Midwest and it was to ship on December 28th with "next day shipping" With their coupon i got it for something like 354 which i thought was a great deal. I could have walked into my favorite local shop and got the AD3 for 299.99 because i have done a lot of business with them recently (2 kits and about 13 pro grade cymbals) but i wanted to try the new AD4 and also give someone else some money for once. I had bought stuff from Midwest in the mid 90's before the internet and from a paper catalogue and they always had great prices, plus i refuse to buy from guitar center unless it is a must.
Well i gave them a few days after it was suppose to ship because of the holiday, and i called them a week ago yesterday. I was told "Its on the truck you will have it tomorrow" I didn't question why it didn't ship on the 28th, i was just happy it was coming the next day because i had a gig that night and was looking forward to using it. Well that day came and went, and i never called because i was busy, so i called the next day (saturday, i knew i wouldn't get it then) I talked to someone and they had no clue, they said it might ship sometime the next week, but didn't have any new information. So monday I called back, and couldn't get anyone to anser so i left a message asking someone to call me. Tuesday after not getting a call back, i called again. They were busy so i just asked for my tracking number, so i could check on it myself (since it had been "on the truck the prior thursday" ) I wrote the number down and hung up. I jump online type in the number and there is no record for that number. I call back and tell them what had happened. John tells me he will go check, and call me back within the next five minutes. 2 hours later i call John back, and he puts me on hold to go check finally. He tells me the item has been lost, it left the building and was lost before it was checked in at UPS on the 28th. I am told he will just send me a new one out and i will have it the next day, and he was sorry. So now i will have my pedal on Wednesday, a lot later than i expected, but i realize things happen. So THURSDAY i call them back and ask about my pedal. I am told they were wanting to wait and see if the first one turns up, and that even if it doesn't they will ship one out today and i will have it tomorrow. Gave me a sob story about how its costing them a lot more, and they will not only send me an email with the new tracking information, but John himself will send me an email with the information. So Today i wake up no email in sight, The pedal is getting shipped to my place of work and we get UPS everyday at 11:30AM. The drive comes in with product, but nothing from Midwest. No big deal, it is possible to get multiple drivers in during the day with more packages. 5pm i call Midwest back, just to make sure it was shipped since i didn't get an email. I was told yes it shipped sorry we didn't send the email(s) but UPS has it and its scheduled for delivery by end of business TODAY. I thank them again, this entire time, I have been nothing but very polite, work in customer service, and i realize there is no need to upset..
I come home dig through the trash for the tracking number they gave me a few days ago. pull it up on UPS site, and it says SCHEDULED FOR DELIVERY BY CLOSE. MONDAY.
Has anyone else had issues like this? I know the answer is yes, because i have searched on the internet and seen many of this same exact story about these guys. I realize come Monday, i will more than likely have my pedal. 7 business since i was told it has shipped and i will have it the next day. i am hoping it is in working order and an AD4 so i never have to deal with these people again.
Am i wrong for ranting? Is this common? Should i give them a second chance?
I have been around drums for at-least 30 years but took a 13 year hiatus until the last year or two from buying and playing. Over the course of time, I have bought many many many of drum related items. (kits, cymbals, pedals, heads, etc) The majority of my larger purchases have been done at Mom and pop type places except for a few things, and now i know why. I ordered a DW 5002AD4 from Midwest and it was to ship on December 28th with "next day shipping" With their coupon i got it for something like 354 which i thought was a great deal. I could have walked into my favorite local shop and got the AD3 for 299.99 because i have done a lot of business with them recently (2 kits and about 13 pro grade cymbals) but i wanted to try the new AD4 and also give someone else some money for once. I had bought stuff from Midwest in the mid 90's before the internet and from a paper catalogue and they always had great prices, plus i refuse to buy from guitar center unless it is a must.
Well i gave them a few days after it was suppose to ship because of the holiday, and i called them a week ago yesterday. I was told "Its on the truck you will have it tomorrow" I didn't question why it didn't ship on the 28th, i was just happy it was coming the next day because i had a gig that night and was looking forward to using it. Well that day came and went, and i never called because i was busy, so i called the next day (saturday, i knew i wouldn't get it then) I talked to someone and they had no clue, they said it might ship sometime the next week, but didn't have any new information. So monday I called back, and couldn't get anyone to anser so i left a message asking someone to call me. Tuesday after not getting a call back, i called again. They were busy so i just asked for my tracking number, so i could check on it myself (since it had been "on the truck the prior thursday" ) I wrote the number down and hung up. I jump online type in the number and there is no record for that number. I call back and tell them what had happened. John tells me he will go check, and call me back within the next five minutes. 2 hours later i call John back, and he puts me on hold to go check finally. He tells me the item has been lost, it left the building and was lost before it was checked in at UPS on the 28th. I am told he will just send me a new one out and i will have it the next day, and he was sorry. So now i will have my pedal on Wednesday, a lot later than i expected, but i realize things happen. So THURSDAY i call them back and ask about my pedal. I am told they were wanting to wait and see if the first one turns up, and that even if it doesn't they will ship one out today and i will have it tomorrow. Gave me a sob story about how its costing them a lot more, and they will not only send me an email with the new tracking information, but John himself will send me an email with the information. So Today i wake up no email in sight, The pedal is getting shipped to my place of work and we get UPS everyday at 11:30AM. The drive comes in with product, but nothing from Midwest. No big deal, it is possible to get multiple drivers in during the day with more packages. 5pm i call Midwest back, just to make sure it was shipped since i didn't get an email. I was told yes it shipped sorry we didn't send the email(s) but UPS has it and its scheduled for delivery by end of business TODAY. I thank them again, this entire time, I have been nothing but very polite, work in customer service, and i realize there is no need to upset..
I come home dig through the trash for the tracking number they gave me a few days ago. pull it up on UPS site, and it says SCHEDULED FOR DELIVERY BY CLOSE. MONDAY.
Has anyone else had issues like this? I know the answer is yes, because i have searched on the internet and seen many of this same exact story about these guys. I realize come Monday, i will more than likely have my pedal. 7 business since i was told it has shipped and i will have it the next day. i am hoping it is in working order and an AD4 so i never have to deal with these people again.
Am i wrong for ranting? Is this common? Should i give them a second chance?
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