JL order

[Myka]

Originally Posted by Darth Wader

They want me to take pictures and email them to 'em. I'm pretty upset that they didnt inspect it before they sent it to me.

They ship out hundreds of items everyday. There is NO WAY they can inspect every single thing that goes out, it would take too many man hours. Yes, there are sometimes problems, and when there is they are very good about making it right. Of course they want you to take pictures, otherwise every Joe Blow out there could scam them. They have good policies in place, and stand behind every item they sell.

My bet...the skimmer you have now was returned on warranty, and ended up getting put on the shelf by accident instead of in the warranty bin. Mistakes happen...humans are not machines.

As far as the box being opened before or not, customers often want to take a look at what they're buying or what they're interested in, so it wouldn't be odd to get a box that had the original tape cut.

[Darth Wader]

So I sent the pictures and called them yesterday. Talked to one of the guys that worked there and he was very upset that a used skimmer had been sent to me. He was quite helpful and is sending me a new skimmer along with a ups slip to send the used one back to them so I don’t have to pay. Very helpful and very friendly with the whole situation. I’m happy with the customer service they have given me in fixing this problem.

[Myka]

I figured.

[Jason McK]

Great to hear

J

[Darth Wader]

Yea I'm glad it all worked out, and they were very helpful making sure it did.
As for your statement Myka
"They ship out hundreds of items everyday. There is NO WAY they can inspect every single thing that goes out, it would take too many man hours. " Thats a pretty crazy thing to say. J&L runs a great online store and I've never had an issue but if doing a job properly would take to many man hours then they need to hire more people or take less orders. Simple as that! You cant do something wrong or incorrectly due to it taking "to many man hours". If I did my job improperly and blamed it on an excuse like that I would be out the door before I even finished telling them that. That’s just my opinion about it.

[Darth Wader]

Having said that, it is an understandable error and I'm happy it was resolved. And this will by no means stop me from placing orders with them

[Brent F]

Originally Posted by Darth Wader

Having said that, it is an understandable error and I'm happy it was resolved. And this will by no means stop me from placing orders with them

If anything, it gives me confidence in their post sales support. Sounds like they dealt with things in the best way possible.

[Myka]

Originally Posted by Darth Wader

Thats a pretty crazy thing to say. J&L runs a great online store and I've never had an issue but if doing a job properly would take to many man hours then they need to hire more people or take less orders. Simple as that! You cant do something wrong or incorrectly due to it taking "to many man hours". If I did my job improperly and blamed it on an excuse like that I would be out the door before I even finished telling them that. That’s just my opinion about it.

Look in any industry, once a company reaches a certain size (and often right from the very first day) they don't inspect every item. Do you think every TV, DVD player, and digital camera that Future Shop sells is inspected? No they aren't. You buy it, you take it home, you inspect it, and try it out. If it doesn't work or you notice it's scratched, you take it back. That is a very common procedure.

Ask them at J&L, they'll tell you exactly what I just did.

[VFX]

Does it matter how busy the store is?

IMO there's no excuse for selling used items as new.

Protocols & procedures should be in place for returned items to prevent them being sent out again without inspection.

Frankly, being busy is not a valid excuse.

I understand that new items may not be inspected, but every returned or used item is supposed to be inspected & then either sent back to the manufacturer, re-conditioned or re-sold with appropriate labeling (box opened, re-conditioned item etc.).

If a fridge, microwave oven or kettle was returned used it would be obvious, therefore it wouldn't be sold to a customer until it has been through some kind of reconditioning.

If a digital camera or laptop was returned, would it be sent back out with a memory card full of somebody else's images or a hard drive full of somebody's documents?

A skimmer that has been used is also obvious & should not have been boxed up & placed back amongst normal stock.

In any case J&L made a mistake and have rectified it.

It's just that IMO a mistake like this should & could have been avoided in the first place.

.

[Sebae again]

I have a habbit of looking in boxes to see if things look okay. This developed as a result of purchasing a 10 year old Weed Eater from Walmart, being sold the same defective kitchen faucet twice ! and buying an empty $ 60 bottle of perfume for my wife for Christmas and as if I didn't feel bad enough,I was treated like a criminal by the store employees and manager when I asked to exchange it the next day. So things do slip through do to human error but the most important thing is how well that company handles the situation and it sounds like J&L did their upmost.