Thursday, August 5, 2010

Which side does omission fall on? Lying or just not telling the whole story?

Is the act of omission actually a trick to get customers to purchase or do they really just want customers to ask? We purchased floor standing speaker mounts for our new speakers. The title and ad clearly stated they would fit a number of brand name speakers, however, it did not clearly state it would not fit every model for every brand. The standard for the speakers we purchased across the board is all the same, the wires and how they attach, so the assumption is, of course these will fit since they state the stands are compatible with our brand. Yes, we should have taken the time to ask but we were excited and itching to click the button that would lead to the ultimate listening experience. Nonetheless, the wires are too large to thread through the piping and while I argue the eBay seller should pay for return shipping since the item is not as advertised as it does not actually fit this brand speaker, he argues the ad also does not state the stands will fit every model. Who is right here?

Let's compound this with the fact the seller states his location as within NY, a major selling point for us so we could receive it faster and if we had any problems, return shipping would be cheap which is why we did not purchase from a seller in Arizona for $6 less. However, the speaker stands actually came from California and we did not receive them for 9 days after we purchased. The stands weigh 21 pounds and will cost a minimum of $16 to return to the seller.

I believe the seller should have sent me a return shipping label. For less than $20 on his part, he could save himself from a negative review. The negative review has nothing to do with the seller not paying for return shipping but regarding his failure to communicate within 36 hours on two different occasions during the work week along with his false statement of being located in NY. The seller promptly emailed back after I requested a return shipping label and 2 emails later finally said we could refuse the package and UPS would return the package free of charge. However, correct me if I am wrong, he will, in the end, incur the return shipping fees.

So I ask again for all those retailers and consumers, is the problem that we as consumers do not ask enough questions or do the retailers fail to inform us as a way to move more product and hope the consumer is too busy or its not worth their time to return the product? I'll be honest, if we have to pay return shipping, we will not return. We will try our hand at Craigslist because the refund will be drastically reduced by the cost of return. What do you think?

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