richersounds does not want my custom

rom

I want to buy a Sony KDL46W5500 TV and another TV that they won't ship me. They say its only available in store. I can't pay by any method even though I have bought plenty of stuff off them before. I can't get a delivery guy to collect it for some other mad reason.

Basically I am expected to drive from Cork to Belfast almost 1000km so I can buy this TV. Its overpriced locally.

Its great that richersounds can turn away business in the current times.

I have no option but to get ripped off locally.

Thanks
John

Richersounds.ie: John

Dear Rom,

Many thanks for your post - and we do want your Custom...

I understand that you have called Kenny in our mail order department and he has explained to you what the issue is - I also understand that you called me to the office earlier this morning - however unfortunately I was not in at the time and you were on my call-back list - however you posted here before I could speak to you.

We clearly advertise that we cannot ship some TV's - this is clearly stated on our .co.uk and our .Com site.

There are several reasons for this - the main reason is if the model in question is in limited supply, we have to reserve as much stock as possible for those Customers who come into the store in person - however frequently as soon as stock becomes available the 'in-store only' status changes and we are then happy to ship.

The next reason is that in some cases we feel that certain models of TV are not adequately packed to 'survive' transportation via couriers - we have frequently had Customers sign for goods as being delivered in good condition -subsequently they open them and find that the TV is damaged - and we have had to replace it at our cost.

Finally some TV's are outside the weight limit that our courier will accept!

We always try whenever possible to 'bend' the rules for Boardies as many Boardies will agree - we have frequently shipped 'in-store' only purchases where we can get a decent stock of them or when we can personally deliver them to ensure their safety (I personally did a Panasonic 50" Plasma delivery on Friday)

The reason that we do not allow Courier collections is simple - it's for your own security - if we allowed Customers to pay via credit card over the phone and then 'send someone' in to collect - your card is really open to abuse - as we (and you) have no certainty that the unit is being delivered to the statement address - these are standard credit card rules for any retailer.

We are really sorry to turn away ANY business - as discussed you were on my call list today and unfortunately I did not get to you before you posted.

Finally we clearly advertise which stock we cannot ship but we have no problem if any Boardie wants to see if we do have specific stock available to ship and we are happy to be asked 10 times a day and we are also more than happy to reserve any item for you instore (as long as we can get the bits of course)

Thanks again and please don't hesitate to drop me a line if I can assist in any way,

ATB,

John Mc

DublinWriter

A little OT, but I was going to get a KDL46W5500, but some of the reviews stated that it had back-lighting inconsistencies.

Doesn't Richer ship these to the ROI? As for going in-store, you be hard pressed to get a factory-packed Sony 40' in your average family car, never mind the 46'.

cabrwab

As i guy who really likes dealing with richer and have bought off them over the years think i will stand up for them!!

I bought a 32"sharp full HD TV off them 2 months ago, there were problems with regards paying by laser, they went the extra mile for the business.
John even offered to deliver it personally as i wanted it quickly, he didn't get to do it in the end but did get it couriered overnight to me.

The TV was packed well but seeing how it was treated by the courier company left alot to be desired, i ended up picking it up at the depot (as the courier called earlier then he was meant to) and the girl bounced it out the floor to me, i told her what it was and that i was signing the goods recieved but condition not ensured.

As somebody who works with alot of AV equipment i can tell you a lesser packed TV would not survived and sony's can be packed fairly "sh*t" IMO. Going on the 4screens we bought in work last year.

NO business doesn't want your business at the moment, i think the reasons stated are valid ones, pity you can't actually get to belfast to pick it up, pity richer sounds dublin had to close.

rom

I said I'd pay extra for shipping, insurance etc. I would have to pay an extra 200 euro to buy locally.

I have suggested that I get someone to collect it (at my own risk) and I could have paid before that say via cheque if CC is bad for you.

Sure I know if I drove to Belfast it would end up the TV was sold or not in stock etc.

I know that you have sold 10 -15 LCD's on the back of me from people I told before but I won't be telling any more.

My other choice online is Komplett who never make their promises in their stock etc.

Harvey Norman's just got another sucker it looks like

rom

1. There is always a way to do a secure transaction. You did not suggest any alternatives even though I have bought from you in the past by CC. If thats the case you should close down your online store. :rolleyes:

2. Your selling SHARP LC46XL2E and a SHARP LC46X8E. Both almost the same tv. Are you telling me that one is magically packaged so that you can ship it while the other is not ?

3. You are shipping all the large tv's that are not as popular stock as you want to get rid of them but it's too much hassle for you to ship these other tv's to me.

4. I presume that these TVs just arrive in Belfast by magic also ?

5. You ship smaller sizes of the Sony's and the packaging is the same in these.

6. You say that basically I didn't give you a chance to explain the situation. I did. I rang one of the guys in the store who was nice and friendly but he was not able to offer me and help, alternative etc to me even when I offered to pay more for delivery.

Richersounds.ie: John

Dear Rom,

I really won't get drawn into a long row with any Boardie based on specific models and our policy relating to that product (if it's a technical issue - no problem ) - we have a business model that we have devised after several years online both in Ireland and the UK and we are a locally owned and operated franchise of a UK Company and we follow the lead of Richer Sounds PLC who operate exactly the same policy for online trading which has evolved over several years.

As I tried to explain earlier we operate a fluid policy in terms of shipping all our products online - this depends on several factors, ie- supply, demand, security & contractural agreements with our suppliers - some of which I have already outlined for you - products frequently go from in-store only - to shippable and from shippable to in-store only.

We do appreciate that you have recommended us to your friends and we are not in any way refusing to supply you personally - indeed as I said in an earlier post, you posted here (as is your right) before I had a chance to return your call to discuss the issue - and we have also offered to secure the stock for you for collection in-store.

I understand that you are upset that we will not ship and again I apologise for this however our terms are clear on the website for each specific product and we in no way are trying to mislead or alieniate our Customers.

I am not in the office today however, as ever, if you would like to discuss this issue with me personally please do feel free to give me a call.

Best regards,

John Mc

thelurcher

I can see where ROM is coming from - a customer is a customer - be it on-line or in person.

Strange business model that allows one type of customer walk just in case another type come along

What I'm afraid of is are on-line customers treated with the same contempt when they have a problem with something they've bought ('contempt' is a bit strong but you get the idea)

I was looking for a TV that I see is 'In Store Only' on your site - I think I'll buy elsewhere locally after all - not willing to wait until or even if ye decide to sell it on-line. Not worth the hassle to save a few € - especially if something were to go wrong with it. The cost and hassle of shipping something back up just isn't worth it.

rom

Very strange policy. I hope you can always pick your customers.

Harvey Norman got my purchase today for 1449 Euro and 30 Euro on top for delivery. Go harvey go :rolleyes:

The Ritz

@thelurcher,

If you have a read of the reactions of various Boardies here in terms of their experience of customer service, you'll see that using the word "contempt" is very very wide of the mark.

This issue (in-store/online sales) has been answered twice by RS and the OP has made his choice so I think this has run its course. Closing.

Ritz.