The jazz of purchasing over the net...

Peer

Peer

Norwegian in California
Silver Member
So...
..I was kind of impatiently waiting for my super-nice Longoni to arrive from Amsterdam, and in the meantime ordered a nice little case for it from CueSight in North Carolina. According to their web-site, the case "has two felt-lined rigid tubes to greatly protect the shaft and butt."

Well, today I finally got it (9 days later) just to discover that they've sent me the wrong thing -- this case has no rigid interior tubes whatsoever, but instead just a flimsy fabric divider. Even the picture on their web-site shows a completely different case than this cheap thing they sent me.

Of course it's not that much money -- but it's the hassle that annoys me... and that I haven't yet experienced a mistake made by a merchant that went in my favor -- not even once.

Oh well, I guess that's the cost of trying to get something cheap over the net.

-- peer
 
Did you try calling them to see if they can straighten it out for you, or did you just decide to give them a bad rap on the internet? I know the people at Cuesight, and they will bend over backward to make sure their customers are happy.
Steve
 
I agree.
Cuesight has always been more than accommodating.
People are often too quick to trash a buisiness here.
 
yeah ive never dealt with cue site but ive found most legitimate businesses, if you contact them and explain in a courteous manner the mistake, will go out of their way to make it right. Nobody wants to make one cheap sale just to screw someone over, you want a customer who is going to come back to you time and time again. Call em and I bet theyll fix it if it was their mistake.
 
BazookaJoe wrote:
> People are often too quick to trash a buisiness here.

I didn't trash anyone. Unless you think by factually telling about someone's experience is the same as trashing a business.

By the way, this is what CueSight sent me with my order:
> Our EXTREMELY rapid growth has been as a result of
> a quality product, outstanding customer service,
> and great customers like you. [...]
> If you are excited about our service, please
> tell a friend!

I hesitate to say this -- but where I come from (I'm a foreigner) such bragger is usually unheard of unless you are prepared to later hear about it in public when/if you screw up. If you talk big, well then...

By the way, remember that I'm the one who got the shorter end here (I'm not gaining anything from their mistake) so I think it's not more than right to share my experience, especially since people (including themselves) speak so highly about their excellence.

Besides, if CueSight decide to send me the right item (which I hope they will), I still have to package the first cue-case I got, and then go to the postoffice with it. With my work-schedule, to me this isn't really analogues to "outstanding customer service." But as I said, we are all different, and hence, often use different terminology.

We'll see how this goes...

-- peer
 
the last time i bought anything on the web, a pred bk2 from cuesportsgroup.com, everything went fine and i wouldnt have a prob using that merchant again.

i imagine that if you explained your prob to those guys, theyd b ok about it and try to fix it.
 
Everyone makes mistakes. What matters most is that they don't make TOO many mistakes, and how they resolve them with the customer.

You should have contacted them before complaining here.

I once had a company ship me the wrong item. I called to complain, and they then shipped out the correct item right away, but it was in the wrong color. On the third try they got it right. They gave me the following options:

1) Ship the two incorrect items back at their expense
2) Buy the incorrect items at a massive discount, rather than throwing away so much money on shipping.

I chose option #2 and was satisfied.
 
well as you say youre a foreigner and customs and manners are different, but what you call "bragging"....where they talk about their quality and growth...thats just plain old advertising here. I mean, are you gonna buy something from a company who's motto is "hey we do ok, we dont suck too bad, and we dont mess up much"...........lol......no

personally ive bought sooooooo much stuff off the net it isnt funny. I live in a small town and its not like i would ever see half the stuff i shop for on here. I gotta say i love buyin off the net
 
Peer said:
Besides, if CueSight decide to send me the right item (which I hope they will), I still have to package the first cue-case I got, and then go to the postoffice with it. With my work-schedule, to me this isn't really analogues to "outstanding customer service." But as I said, we are all different, and hence, often use different terminology.

We'll see how this goes...

-- peer
Click to expand...

It's obvious you haven't talked to them about the problem. I know for a fact that if they make a mistake, they will not ask you to take a package to the post office or pay for it's return. They normally have the delivery company come back and pick up the product and return it at THEIR expense. In some cases, I have known them to tell a customer to keep the product anyway, and then ship the correct one out to them.
Call me 877 283-7444 and let's see if we can get your problem fixed.
Steve
 
Last edited:
Peer said:
BazookaJoe wrote:
> People are often too quick to trash a buisiness here.

I didn't trash anyone. Unless you think by factually telling about someone's experience is the same as trashing a business.

By the way, this is what CueSight sent me with my order:
> Our EXTREMELY rapid growth has been as a result of
> a quality product, outstanding customer service,
> and great customers like you. [...]
> If you are excited about our service, please
> tell a friend!

I hesitate to say this -- but where I come from (I'm a foreigner) such bragger is usually unheard of unless you are prepared to later hear about it in public when/if you screw up. If you talk big, well then...

By the way, remember that I'm the one who got the shorter end here (I'm not gaining anything from their mistake) so I think it's not more than right to share my experience, especially since people (including themselves) speak so highly about their excellence.

Besides, if CueSight decide to send me the right item (which I hope they will), I still have to package the first cue-case I got, and then go to the postoffice with it. With my work-schedule, to me this isn't really analogues to "outstanding customer service." But as I said, we are all different, and hence, often use different terminology.

We'll see how this goes...

-- peer
Click to expand...

Ok, you wern't trashing
Just WHINING

You were most definitely trying to cast a negative shadow on the experience and the company.
Don't come on here after the fact and pretend you weren't.

I believe everyone should work out purchasing problems with a company before getting cranky and posting it on the net. We all have bad days. And, in those bad days, we make mistakes. Had this been a new company, the undue negative press could have done serious damage. But then, you weren't considering that.
 
pooltchr wrote:
> It's obvious you haven't talked to them about the problem.

It's obvious you don't know who I've talked to, (and how could you, unless you're signed up for some sort of Governmental eavesdropping program, eh?)

> I know for a fact that if they make a mistake, they
> will not ask you to take a package to the post office

Well, you are right -- they didn't ask me to take the package to the post office, but to a FedEx pickup location. To me, though, that's pretty much the same.

> In some cases, I have known them to tell a customer
> to keep the product anyway, and then ship the
> correct one out to them.

That's more like how they would've fixed this back home.

> Call me 877 283-7444 and let's see if we can get
> your problem fixed.

Eh, Steve... now you are really confusing me; are you working for CueSight, or perhaps have some other powers that everyone here knows about except me..?

-- peer
 
BazookaJoe wrote:
> Ok, you wern't trashing
> Just WHINING
>
> You were most definitely trying to cast a negative
> shadow on the experience and the company. [...]
> Had this been a new company, the undue negative press
> could have done serious damage. But then, you
> weren't considering that.


Oh boo-huh, poor little company would go under if a customer tells about his experience. Ooops, I didn't mean to imply you were whining.

"...trying to cast a negative shadow on the experience.."
Hum, maybe you are right, I am trying to cast a negative shadow on this experience. And I guess that's because this, so far, hasn't been a positive one.

-- peer
 
Negative experiences

I, too, just had a negative experience with a company. I had a custom
made patch made with my Pool nickname on it (Snapshot) with 3 colors.
I choose the least costly shipping method, USPS priority mail, from their
website. The patch was done in 2 days. They shipped it on the 14th
of January. I emailed the company a couple of times before I received it,
and also tracked it through the USPS website. I did not receive the
patch until the 27th of January. 13 days for priority mail, and it cost
$5.95 to ship for 1 lil ole patch. I was after the fact informed that it
could have been shipped for .50, but would not be trackable (This option
was not available on the website). The patch is going onto my case.

I calmly outlined what I saw as the problems with their shipping methods,
and the fact that 5.95 is too much for shipping 1 patch. I also told the
lady if she wanted to help her company, she should address the problems
and find better solutions to them. She told me I was the only one that
had ever complained.

Point is, you should address your concerns or complaints to the company
first, and try to resolve them, and perhaps make a couple of suggestions
for future business for them. I have not named the company I did business with on purpose, but I do consider it an irritation more than anything else.
 
I purchase most of my pool related stuff on the net, It seems the stores here either have a huge markup on products(especially cues) why pay $200 for a cuetech(just an example) when you can get one on e-bay for $60 with shipping. I have had little or no problems with service, and the problems I've had were sorted out immediatly after a phone call or an e-mail.

Most businesses know that if a customer is left with a good impression they will:
a) come back
b) tell thier friends

I also take the time to read through a sellers feedback, investigate thier shipping rates before ever bid on an item as well. There are a few companies I will not deal with on e-bay because they pad thier shipping charges or charge an unreasonable amount to ship it to canada when they ship for a good rate in the states.
 
Snapshot9 wrote:
> but I do consider it an irritation more than anything else.


That's the same way I feel -- it just annoys me that I didn't instead buy the case from my local billiard supplier. Then I would've gotten the correct one, and right away... all for only a few more bucks. Silly me.

-- peer
 
I make mistakes all the time, and I would hate for someone to bash me on the Internet for it before speaking with me.
 
Gregg wrote:
> I make mistakes all the time, and I would hate for someone
> to bash me on the Internet for it before speaking with me.


Bashing...?

Since you obviously haven't read what have already been said on this matter, and for the sake of letting this tread die, I'll tell you this; you are so right!

Love, peace & understanding,

-- peer
 
Peer said:
Snapshot9 wrote:
> but I do consider it an irritation more than anything else.


That's the same way I feel -- it just annoys me that I didn't instead buy the case from my local billiard supplier. Then I would've gotten the correct one, and right away... all for only a few more bucks. Silly me.

-- peer
Click to expand...

Mr. Landa,

This is John Barton. I work for CueSight. I emailed you yesterday and have so far received no response from you. You have acknoweged receipt of the email here on the forum so I think I am safe in saying that you received it.

First, let me apologize again for the mix-up on the case. Even though we try to get every order out the door correctly we do sometimes screw up. Once in a while I will purchase something at the store and get home to find out it is broken or defective, so I sympathize with your frustration.

I sent your case to you via Federal Express 3 Day air yesterday. You should see it by Monday.

I would hope for a chance to correct the problem before you comment negatively about us.

To address your specific charges I submit the following information;

You said that the case arrived 9 days after you ordered it. The case actually arrived in 8 days according to FedEx's tracking information. Of those days two were weekend days which is within FedEx's ground shipment time from the East Coast to the West Coast. Your order was shipped out the very next day as stated on our website for orders received after 3pm EST. Your order was received at 5:08pm.

When we received your email informing us of the mix-up we promptly responded to you with our apologies and a remedy. In the United States we are taught to acknowledge receipt of communications. As I write this I still have received no comunnication from you that you did in fact receive my email or whether you are satisfied with the remedy.

Then you quoted some text from our website, presumably to illustrate our incompetency in the face of our "bragging" as you put it. You used this text I believe,

"Our EXTREMELY rapid growth has been as a result of
a quality product, outstanding customer service,
and great customers like you. [...]
If you are excited about our service, please
tell a friend! "

We have a saying in the United States, which goes, "it ain't bragging if you can do it." The statement you quoted is 100% true as we would not get very far with poor products and poor customer service.

The fact is that the overwhelming majority of our orders go out error-free. The amount of repeat business that we do suggests that our customers are satisfied with our service. In the event that we do make a mistake we try and rectify it as best we can. In your situation I sent you the correct case and asked you to use the label provided to send the other one back, at your convenience. I am trusting you to send me the case back.

You seem like a very intelligent person. May I ask you how you propose to get us the case back logistically in the least intrusive manner to you? Were I to issue a call tag then you would need to have someone available to give the product to FedEx when they chose to arrive. This means waiting at the delivery address all day. I would bet a large sum of money that you pass at least three locations where you could zip in and drop off the box on your way to work/school each day. Not only that, you could look up the most convenient while sitting at your computer.

Had you purchased the case locally, you would not expect the merchant to deliver a new one to your door and provide for shipping it back to them. No, you would have to go to the merchant to make your exchange. The merchant would certainly not give you a case on the claim that you got home with a defective one and tell you to bring the other one in at your convenience. So, other than your claim that you did not receive the case you ordered, I really don't see where you are out very much in terms of money and time.

Now, you said that you have never had an issue with an internet merchant resolved in your favor. May I ask if the solution I emailed to you is satsifactorily in your favor? If you are too put out to drop the case off at a FedEx facility then please tell me what day you will be available and I will have FedEx there some time during that day to pick it up from you. Or would a "fair" solution be to give you two cases for the price of one? If you feel that is the correct solution then feel free to keep the other case. Call it a braggart's pennance if you like.

Sincerely,

John Barton
CueSight - over 100,000 customers served.
 
And a little balance.

From a CueSight customer right before Christmas,

"Although I haven't ordered anything from your website for this season, I have many times. Also I believe my parents have ordered me a gift from you for this season. We do greatly appreciate your exceedingly fast service. I order from many online companies and I am continually shocked by how quickly your products arrive, often in only a couple of business days, for normal shipping on large orders.

Thank you for all of your hardwork, and continuing to carry excellent products at excellent prices.

Sincerely,

Zachary Drillings"
 
Peer said:
-- peer
Click to expand...
Peer,
I can understand you being a bit put out over this, but, is it really that big a deal? Had you called
the merchant to discuss it, you could have just as easily ask them to arrange for FedEx to pick up
the package rather than bringing it to a drop off box (they do have a toll free number by the way).

Instead, you go into this forum and make the forum population aware of a minor discrepancy that
doesn't amount to diddly squat, and now you want to let this "thread die".

Before the thread does die, I invite you to read what you wrote in your first post. You said:

"and that I haven't yet experienced a mistake made by a merchant that went in my favor -- not even once."

So if they had shipped you a case that was of higher quality, and/or higher price, you would have
been happy? Would you have notified the merchant of his mistake in that instance?

In defense of cuesight, I know them to be a solid company. They are not ones to intentionally mislead
customers, and they do in fact go out of their way to provide good service and good products. I have not
yet done business with them, but I will! Very soon!
 
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