If you have 20 mins to kill, read though this fine literary abortion and let me know if I'm the asshole.
Let me introduce you to the fine folks over at SVI International. They are a garage lift and parts distributor. I found them on a forum when I was searching for arm extensions for my scissor jacks on the Bendpak lift, these...
https://www.sviinternational.com/part/bh-7474-81/ . I called and ordered them on 4/20/21 for a whopping price tag of $815. Was told that they are machined to order and will be 8-10 weeks due to COVID blah, blah. Okay, no problem. 12 weeks later, I contact them to see where my order is. I'm told that COVID blah, blah, blah... Okay, no problem. 6 weeks later (now week 18) I get the below email (in all CAPS?);
BRUCE, IS THIS ITEM STILL NEEDED? AS YOU
CAN TELL LEAD TIMES HAVE INCREASED DUE
TO MATERIAL & LABOR AVAILABILITY
IT'S BEEN A CHALLENGE ALL YEAR
PAUL
I respond with a "yes, and come on man?" (basically). Yesterday, 9/23/21 (23 weeks later) I get a charge on my credit card for $860? At first, I'm like what the hell is this for? Then I realize it's these extensions. But wait... I have an invoice for $815, why was I charged $860? So I call the company. First guy [and I quote] "I have no clue, I'm not your sales rep. Paul dealt with you. Hold". Paul - "that wasn't an invoice, it was an "order acknowledgment". Me - "It says INVOICE TOTAL on the very last line of the, uhhmmm....Invoice?". Paul - "I don't know what you're talking about. I can't see that document. I sent you an updated invoice yesterday". Me - "Yeah, I know. That's why I'm calling you. Give me a sec, I'll shoot the original invoice over to you". Paul - "I'll call you back".
Here is the back and forth we had since that amazing phone call;
Paul -
The attached is an order acknowledgement we sent @ time of order entry to let you know we entered into our system. I have since sent the actual invoice copy
Me -
Help me understand how I approved freight charges on this order? They were never discussed and/or approved. 99% of companies have free shipping on orders this high in cost. You were authorized to charge my card $815.38. That was the agreed total and I’m not sure why you feel you have the right to charge me over that price. Let’s not forget you took 5 full months (23 weeks) to fill the order and now you’re arguing the attached invoice total. You’re going to need to prove that I approved freight charges.
Paul - (this one really burnt my ass)
Yes, we never discussed a $ amount as I (we) here in sales do not know shipping cost until the item is packaged and shipped. We are a business to business supplier and selling this item direct to you (the end user) is a courtesy we offer as our customer base is comprised of shop equipment distributors & repair co.’s and they are charged shipping on all orders as well. For future reference we can suggest a company in your area you can deal with for parts or service if you feel our prices are out of line. All lead times for “made to order” product such as yours have doubled or tripled this year due to material availability, labor, transportation and other factors out of our control.
Me -
None of this was discussed. I called to order an item you listed on your website. Freight charges should have been discussed. How the hell am I supposed to know you’re a business to business supplier unless you tell me? How am I supposed to know to expect freight charges unless YOU TELL ME?!?. When you send me an invoice with a total, why would I ever expect additional charges unless you inform me? Bottom line is that you did not have authorization to charge my credit card more than $815.38. Refund the money or I will dispute the charges with proof of total.
This is all ridiculous. You clearly don’t give a shit about my future business and suggesting that I take it elsewhere is highly unprofessional. I’ll be sure to treat your business with the same respect on all of the truck forums and Jeep communities I’m involved with. I actually found your company on social media and how I will communicate my treatment.
So today, I disputed the charge with my credit card and they don't screw around. They refunded the entire purchase and told me that I proved they overcharged me. I asked why they don't just refund the difference and the guy said "they shouldn't have overcharged you. Now, they have to prove the charge to get reimbursed and they can only prove the original invoice total." PERFECT!
So I ask you, am I the asshole here for not letting the charge me freight?
Let me introduce you to the fine folks over at SVI International. They are a garage lift and parts distributor. I found them on a forum when I was searching for arm extensions for my scissor jacks on the Bendpak lift, these...
https://www.sviinternational.com/part/bh-7474-81/ . I called and ordered them on 4/20/21 for a whopping price tag of $815. Was told that they are machined to order and will be 8-10 weeks due to COVID blah, blah. Okay, no problem. 12 weeks later, I contact them to see where my order is. I'm told that COVID blah, blah, blah... Okay, no problem. 6 weeks later (now week 18) I get the below email (in all CAPS?);BRUCE, IS THIS ITEM STILL NEEDED? AS YOU
CAN TELL LEAD TIMES HAVE INCREASED DUE
TO MATERIAL & LABOR AVAILABILITY
IT'S BEEN A CHALLENGE ALL YEAR
PAUL
I respond with a "yes, and come on man?" (basically). Yesterday, 9/23/21 (23 weeks later) I get a charge on my credit card for $860? At first, I'm like what the hell is this for? Then I realize it's these extensions. But wait... I have an invoice for $815, why was I charged $860? So I call the company. First guy [and I quote] "I have no clue, I'm not your sales rep. Paul dealt with you. Hold". Paul - "that wasn't an invoice, it was an "order acknowledgment". Me - "It says INVOICE TOTAL on the very last line of the, uhhmmm....Invoice?". Paul - "I don't know what you're talking about. I can't see that document. I sent you an updated invoice yesterday". Me - "Yeah, I know. That's why I'm calling you. Give me a sec, I'll shoot the original invoice over to you". Paul - "I'll call you back".
Here is the back and forth we had since that amazing phone call;
Paul -
The attached is an order acknowledgement we sent @ time of order entry to let you know we entered into our system. I have since sent the actual invoice copy
Me -
Help me understand how I approved freight charges on this order? They were never discussed and/or approved. 99% of companies have free shipping on orders this high in cost. You were authorized to charge my card $815.38. That was the agreed total and I’m not sure why you feel you have the right to charge me over that price. Let’s not forget you took 5 full months (23 weeks) to fill the order and now you’re arguing the attached invoice total. You’re going to need to prove that I approved freight charges.
Paul - (this one really burnt my ass)
Yes, we never discussed a $ amount as I (we) here in sales do not know shipping cost until the item is packaged and shipped. We are a business to business supplier and selling this item direct to you (the end user) is a courtesy we offer as our customer base is comprised of shop equipment distributors & repair co.’s and they are charged shipping on all orders as well. For future reference we can suggest a company in your area you can deal with for parts or service if you feel our prices are out of line. All lead times for “made to order” product such as yours have doubled or tripled this year due to material availability, labor, transportation and other factors out of our control.
Me -
None of this was discussed. I called to order an item you listed on your website. Freight charges should have been discussed. How the hell am I supposed to know you’re a business to business supplier unless you tell me? How am I supposed to know to expect freight charges unless YOU TELL ME?!?. When you send me an invoice with a total, why would I ever expect additional charges unless you inform me? Bottom line is that you did not have authorization to charge my credit card more than $815.38. Refund the money or I will dispute the charges with proof of total.
This is all ridiculous. You clearly don’t give a shit about my future business and suggesting that I take it elsewhere is highly unprofessional. I’ll be sure to treat your business with the same respect on all of the truck forums and Jeep communities I’m involved with. I actually found your company on social media and how I will communicate my treatment.
So today, I disputed the charge with my credit card and they don't screw around. They refunded the entire purchase and told me that I proved they overcharged me. I asked why they don't just refund the difference and the guy said "they shouldn't have overcharged you. Now, they have to prove the charge to get reimbursed and they can only prove the original invoice total." PERFECT!
So I ask you, am I the asshole here for not letting the charge me freight?
