Issue with order.

[t_j]

I might suggest the customer can get the address and ship them back, this might just work..

I'm not paying for shipping to China!

 

[Icecobra]

I'm not paying for shipping to China!

You want your problem resolved but don't want to do anything to help yourself. Do you know what it costs to ship it back? Have you made any effort to check the cost and help yourself? Did you ask if by any chance you returned them would they offer any credit back to you to cover the shipping? I mean come on your bashing the seller on the forum that's ok, but did you give them a chance to fix it? Sometimes we have to be responsible for ourselves and ask how can I make this go faster? This is time sensitive for you and the seller is not responsible for your needs and getting things to you to make it to any event. Come on and help yourself ask questions and heaven forbid try calling the customer service number and asking for help... I am not affiliated with either side and just a person who happened to read this thread... But I think everyone myself included needs to ask "How can I help resolve this issue for myself"? Just my 2 cents worth...

 

[Jimbo]

You want your problem resolved but don't want to do anything to help yourself. Do you know what it costs to ship it back? Have you made any effort to check the cost and help yourself? Did you ask if by any chance you returned them would they offer any credit back to you to cover the shipping? I mean come on your bashing the seller on the forum that's ok, but did you give them a chance to fix it? Sometimes we have to be responsible for ourselves and ask how can I make this go faster? This is time sensitive for you and the seller is not responsible for your needs and getting things to you to make it to any event. Come on and help yourself ask questions and heaven forbid try calling the customer service number and asking for help... I am not affiliated with either side and just a person who happened to read this thread... But I think everyone myself included needs to ask "How can I help resolve this issue for myself"? Just my 2 cents worth...

I agree with you in some instances, but this isn't one of them. It's funny how some emails don't get responded to, but then one post on the forum and everything is dropped to try and rectify the situation.

 

[Sitdown]

i wouldn't jump down on T_J here... I'm usually pretty set back when i read some members obnoxious demand publicly to a vendor, but that's not the case. I'm in the same boat, coming on 2 months now.

Is it new company growing pains, maybe? Max is a good guy and has follow up with me, but there's a kink elsewhere.

 

[Olympus Offroad]

i wouldn't jump down on T_J here... I'm usually pretty set back when i read some members obnoxious demand publicly to a vendor, but that's not the case. I'm in the same boat, coming on 2 months now.

Is it new company growing pains, maybe? Max is a good guy and has follow up with me, but there's a kink elsewhere.

All Emails were responded to so it is not a case of anything about that.

This time of year is nuts and a lot going on so things might not happen instantly.

@t_j order was damaged in shipping and he asked us to wait to ship a new product to him till the end of December.

It just so happened that we changed our policy in regards to exchanges and warranty.

In this case we did make an exception and shipped a new set of lights out as it is unfair for both the mentioned cases above to pay the prices for a policy change that happened in the middle of their dealings.

We normally do not pay for shipping for return items however in the cases above ( wrong optics & damage in shipping ) these are our fault so we cover it.

We have facilities located all over the world and it says plainly on our website to ship items back to our US location in Denver Colorado.

11007 Cottontail Lane Parker CO 80138 This is where our new Shop is located.

Shipping is done through USPS and we use the automated system but lately people have stated they are not getting the slips.. I don't know why and we have a ticket in with the USPS.

I am sending over labels manually for these customers.

There is no lack of response... we just don't respond with in minutes or hours and people tend to jump to conclusions. Honestly things like posting on a forum and requiring a detailed explanation and or posting multiple time about the same thing actually take away from us being able to provide customer service.

You can email any number of emails on the site... you can call us... there are a number of options.

We have people everywhere that keep an eye out for things to respond to just in case something is missed.

Just some friendly insight.... Customers above have new stuff on the way regardless of labels so.....

---------- Post added at 07:10 PM ---------- Previous post was at 07:02 PM ----------

I agree with you in some instances, but this isn't one of them. It's funny how some emails don't get responded to, but then one post on the forum and everything is dropped to try and rectify the situation.

Again not the case here... the last email we sent was on the 30th... we were out found the office for the holiday then the weekend... post was Monday and we found out... the matter is being handled and really @t_j does not need to do anything at this point. We sent new lights out... as well to both individuals.

The matter of receiving a return label should be a minor importance to them as long as they get the correct optics and a light that was not damaged in shipping.

---------- Post added at 07:12 PM ---------- Previous post was at 07:10 PM ----------

i wouldn't jump down on T_J here... I'm usually pretty set back when i read some members obnoxious demand publicly to a vendor, but that's not the case. I'm in the same boat, coming on 2 months now.

Is it new company growing pains, maybe? Max is a good guy and has follow up with me, but there's a kink elsewhere.

I don't think @t_j did anything wrong other than the fact he never called us and when I asked he said

"It can be difficult to find time to make personal calls at work"

so in the end... nobody did nothing wrong other than failing a customer in allowing them to receive a light that was damaged by DHL.

 

[Olympus Offroad]

I might suggest the customer can get the address and ship them back, this might just work..

We have everything listed on the website!

https://olympusoffroad.3dcartstores.com/crm.asp?action=contactus

 

[BramageDained]

We normally do not pay for shipping for return items however in the cases above ( wrong optics & damage in shipping ) these are our fault so we cover it.

We appreciate that, though it would be generally expected that the shipper in a case like this eats the (return shipping)cost as the norm. Since, someone grabbed the wrong box to ship. It would be different if the order showed the different pattern(which would have been our fault) or that the product was damaged in transit(shipping company itself at fault).

I've been on the other side of this, where I sold parts online, which were packed and shipped by UPS, arrived damaged, and I ended up refunding the buyer and got stuck dealing with UPS for 3 months to get my money back from them(shipping cost+insurance in that case).

Shipping is done through USPS and we use the automated system but lately people have stated they are not getting the slips.. I don't know why and we have a ticket in with the USPS.

I am sending over labels manually for these customers.

It is entirely possible that there was a disconnect somewhere between button pushing on your end and USPS's system for sending out automated e-mails to a 3rd party(us).

There is no lack of response... we just don't respond with in minutes or hours and people tend to jump to conclusions. Honestly things like posting on a forum and requiring a detailed explanation and or posting multiple time about the same thing actually take away from us being able to provide customer service.

You can email any number of emails on the site... you can call us... there are a number of options.

We have people everywhere that keep an eye out for things to respond to just in case something is missed.

This part is just not true. I know my Dad sent 3-4 emails that went unanswered, including one from the account page on the Olympus website before I posted on the forum. There was admittedly only a single business day between his message from the Olympus website and my creating this thread. He also called without an answer.

There was one reply(on the 15th or so) saying that a label would be sent, which I believe was within 2-3 business days of him contacting Olympus saying that there was an issue in the first place.

After that, there was no response at all, until I made this thread on the forum.

I also sat down with him, and had him check to see if maybe any reply had been caught in the spam filter for his e-mailbox, which wasn't the case.

You want your problem resolved but don't want to do anything to help yourself. Do you know what it costs to ship it back? Have you made any effort to check the cost and help yourself? Did you ask if by any chance you returned them would they offer any credit back to you to cover the shipping? I mean come on your bashing the seller on the forum that's ok, but did you give them a chance to fix it? Sometimes we have to be responsible for ourselves and ask how can I make this go faster? This is time sensitive for you and the seller is not responsible for your needs and getting things to you to make it to any event. Come on and help yourself ask questions and heaven forbid try calling the customer service number and asking for help... I am not affiliated with either side and just a person who happened to read this thread... But I think everyone myself included needs to ask "How can I help resolve this issue for myself"? Just my 2 cents worth...

My Dad did call, e-mail and send a message through the account page on their own website(as mentioned earlier, there was only a single business day between the website message and this thread). Everything posted was factual. My goal was not to bash anyone, but, to see if hopefully there would be a quicker response if this was discussed in public-which there was.

As for the part I bolded of your post, how so? This was an error on their end(which they are now correcting). Until I started this thread the last response received from them was ~2 weeks prior. I personally wouldn't send something back to anyone when there has been a communication issue-until that communication issue has been resolved. Be it a private seller or a company.

I'm just trying to be the middleman/buffer here on the forum. It's not my money, my order, or my truck.

Personally, I think the two 2x2 cubes and the 30" bar is plenty for this trip.

 

[Olympus Offroad]

We appreciate that, though it would be generally expected that the shipper in a case like this eats the (return shipping)cost as the norm. Since, someone grabbed the wrong box to ship. It would be different if the order showed the different pattern(which would have been our fault) or that the product was damaged in transit(shipping company itself at fault).

I've been on the other side of this, where I sold parts online, which were packed and shipped by UPS, arrived damaged, and I ended up refunding the buyer and got stuck dealing with UPS for 3 months to get my money back from them(shipping cost+insurance in that case).



It is entirely possible that there was a disconnect somewhere between button pushing on your end and USPS's system for sending out automated e-mails to a 3rd party(us).



This part is just not true. I know my Dad sent 3-4 emails that went unanswered, including one from the account page on the Olympus website before I posted on the forum. There was admittedly only a single business day between his message from the Olympus website and my creating this thread. He also called without an answer.

There was one reply(on the 15th or so) saying that a label would be sent, which I believe was within 2-3 business days of him contacting Olympus saying that there was an issue in the first place.

After that, there was no response at all, until I made this thread on the forum.

I also sat down with him, and had him check to see if maybe any reply had been caught in the spam filter for his e-mailbox, which wasn't the case.



My Dad did call, e-mail and send a message through the account page on their own website(as mentioned earlier, there was only a single business day between the website message and this thread). Everything posted was factual. My goal was not to bash anyone, but, to see if hopefully there would be a quicker response if this was discussed in public-which there was.

As for the part I bolded of your post, how so? This was an error on their end(which they are now correcting). Until I started this thread the last response received from them was ~2 weeks prior. I personally wouldn't send something back to anyone when there has been a communication issue-until that communication issue has been resolved. Be it a private seller or a company.

I'm just trying to be the middleman/buffer here on the forum. It's not my money, my order, or my truck.

Personally, I think the two 2x2 cubes and the 30" bar is plenty for this trip.

He did call and I talked with him personally. Either way. this is a personal matter not a public matter. WE can talk 1 on 1 if you wish.

Keep in mind the above post what not referencing you specific. There are 2 different items going on in this thread and both have been resolved.
Contact us direct for any questions.. Thank you all for you business. Without awesome customers like you guys we would not be where we are today

 

[BramageDained]

Oh, I was partially confused, with both people's things ending up in this thread.

 

[Olympus Offroad]

Oh, I was partially confused, with both people's things ending up in this thread.

yeah and he decided to start another thread on his missing label.... I dont get it but its all good... to much going one....

I miss the day and age of a simple phone call!!!