Here's the result of my dealing with Mountain Tools, they ignored my last email, so I'm sharing my experience with the rest of the climbing community in the hopes of preventing any of you from making the same mistake I did, which was to deal with their company in the first place.
Larry,
First, I did not request that you send me a partial set of cams. I ordered a complete set of cams. I expected to receive a complete set of cams. I did not. You informed me that "a couple of the cams are back ordered and will ship in 10-14 days" (see below). It was your company that then took the initiative to send me, and bill me for, a partial order. Your company at no time sought to discover from me if I would be willing to accept a partial order. By sending me a partial order without my consent, your compamny engaged itself in a bussiness contract that it was unable to fulfill. Had I known that I would not have received all of the cams that I ordered in a timely fashion, I never would have placed my order with your company.
I had the good graces to first allow your company to attempt to fill my order within the "10-14" day window that you told me would be required to complete my order. This did not happen. After another two weeks, you were still unable to fill my order. When I canceled the rest of my order, I was billed for $10.80. This is bullshit.
In these days of computerized ordering and inventorying, your excuse that "all merchandise is subject to availability, prior sale and manufacturer supply - which is beyond our control" is pitiful. When I placed an order with your company over your website, it should have been made known to me immediately that you would not be able to fill it.
Your company owes me a refund on the $10.80 that I was charged. Your company owes me this refund because you failed to fulfill your end of a bussiness contract, and for wasting my time over this issue. Please credit my account accordingly.
Finally, the main tenet of good bussiness practice is to "never make an unhappy customer". Rest assured that I am very unhappy.
J
Mountain Tools <climb@mtntools.com> wrote:
Hey J,
Your math is correct... the discount is for ordering and paying for a set (or 5 cams) - as advertised. As a courtesy and at your request we sent a partial set after advising you of the backordered sizes. We are sorry not all sizes were available at the time of your order.
Unforetunately, there is no discount for two cams or less than 5 cams or a "set" and all merchandise is subject to availability, prior sale and manufacturer supply - which is beyond our control.
Thanks for your understanding.
Best Climbing,
Larry Arthur
----- Original Message -----
From:
To: Mountain Tools
Sent: Monday, June 09, 2003 11:18 AM
Subject: Re: Mtn Tools Online Order Form
Let me get this straight. You offer a discount price on a package deal on product that you do not even have in stock. You ship 2/5 of the order, and tell me that I can expect a 10-14 day wait on the rest. I wait one month, and you still cannot fill my order. When I cancel the remainder of my order, you bill me $10.80, the discount you gave me on the two cams you did send. Is this correct?
Mountain Tools <climb@mtntools.com> wrote:
J,
I have adjusted your order as requested. If you choose to reorder we will reinstate your set discount and give you priority as of your new order date. As a courtesy, if you wish to order one of our Jet Packs - I'd be happy to give you a 10% discount.
Best Climbing,
Larry
----- Original Message -----
From:
To: Mountain Tools
Sent: Friday, June 06, 2003 1:47 PM
Subject: Re: Mtn Tools Online Order Form
Larry,
Unless you can ship the rest of my order to me by the end of next week, I'd like you to cancel the order.
Thanks,
-J
Mountain Tools <climb@mtntools.com> wrote:
Justin,
Thanks for your mail... check back towards the end of next week... we may have some on the way.
Best Climbing,
Larry
----- Original Message -----
From:
To: Mountain Tools
Sent: Monday, June 02, 2003 7:22 AM
Subject: Re: Mtn Tools Online Order Form
Larry,
What's the word on the Aliens? My summer is about to start and I need to be well-armed for my climbing exploits.
Cheers,
-J
Mountain Tools <climb@mtntools.com> wrote:
J,
I'll check on the aliens after the holiday....
If you wish -mail back the carabiner and I will credit you the sale price of $5.50 (they are $8.50 ea or $8.00 - six or more). I thought this would be in your best interest (saving $3 on the 6th biner). My apologies.
Best Climbing,
LArry
----- Original Message -----
From:
To: Mountain Tools
Sent: Friday, May 23, 2003 7:14 AM
Subject: Re: Mtn Tools Online Order Form
Larry,
Good morning! How goes it with the Aliens I ordered? I'm still waiting on three...ETA, or are they still in progress? Also, I ordered 5 biners, but you sent and billed me for 6. Is that standard business practice?
Thanks a bunch,
-J
Mountain Tools <climb@mtntools.com> wrote:
Hi J,
Thanks for your order # 214166 which will be processed on Monday. A couple
of the cams are backordered and will ship in about 10-14 days.
Check our web page next week for news, tech tips and an interesting article
about Stephan's Nuts and Cams Museum!
Best Climbing,
Larry
PS: Check out our 2003 line up of *NEW* Rock Shoes including Five Ten T
Rocks, Huecos and La Sportiva Testarossa's plus
the new La Sportiva BOULDER SFC and Five Ten MOUNTAIN MASTER 2003 approach
shoes - in stock for ASAP delivery!
Ten Reasons to buy your shoes and mountain boots from mtntools:
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----- Original Message -----
From:
To:
Sent: Saturday, May 10, 2003 11:05 AM
Subject: Mtn Tools Online Order Form
> Below is the result of your feedback form. It was submitted by
> on Saturday, May 10, 2003 at 11:05:34
> --------------------------------------------------------------------------
-
>
>
> FirstName:
>
> LastName:
>
> Street1:
>
> City:
>
> State: WA
>
> Country: USA
>
> Zip: 98225
>
> PhoneDay:
>
> PhoneEve:
>
> Marketing: mfg
>
> qty1: 1
>
> descript1: 3/8 - 1.5 Aliens (blu-orng) PKG DEAL
>
> price1: 245.00
>
> qty2: 5
>
> descript2: DMM Prowire Wiregate Carabiners
>
> price2: 40.00
>
> UPS2: 7.00