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How to get an online merchant's attention when they just screwed you on your order

I got screwed out of a name brand card when I ordered an mp3 player from "mydigitaldiscount.com". Like most small online shops, they have very poor customer service and are extremely slow to respond to email, especially complaints. I ordered a NEX IA mp3 player along with a 512mb CF card. The card pictured was a Lexar 12x card, which is very highly rated, so that was the card I expected to receive, and I expected to receive a new one. What they sent me was an off-brand card. So far I've had about 5-6 email exchanges with them over the last month asking them to refund my money (they said they would replace the off-brand card with a refurb Lexar, but not a new one). They still won't accept a refund. Here's the last coorespondence I sent, which I thought was blog-worthy.. :-)

Date: Tue, 27 May 2003 10:30:41 -0500
From: Service
To: Robert Rose
Subject: Re: Order Update

We are sorry that you feel that way. We were in the process of changing over
cards and by the time we got to your order, we'd run out of the 12x cards.
So we didn't think you'd mind getting a 16x Dane-elec card with a lifetime
warranty as opposed to the 12x Lexar card with a 90 day warranty. You
actually got a faster card with a longer warranty, so I really don't
understand what the problem is. If you really want a 12x Lexar card with a
90 day warranty, just send back the 16x Dane-Elec card with a lifetime
warranty back to us and we'll try to see if lexar can get us a 12x card in
the meantime. It's really unfortunate that you had to go to such lengths to
hurt our company, when you actually got an upgraded order from what you had
originally ordered. We'll try to work with you on this, I just hope you
understand what you have and maybe will consider retracting your letter from
the Better Business Bureau. Thank you and we'll be looking to hear from you
on what you'd like us to do. Thank you.


Zack Gehan

----- Original Message -----
From: "Robert Rose"
To: "Service"
Sent: Wednesday, May 21, 2003 7:22 PM
Subject: Re: Order Update

> I'm sorry it took you so long to respond, I just sent a letter of
> complaint to the Better Business Bureau.
> -robert

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This page contains a single entry by Robert W. Rose published on May 27, 2003 4:29 PM.

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