Don't buy Ricks in Thomman.de

mclennon · Post by **mclennon** » Wed Jan 21, 2004 1:51 pm

Hi folks,

I decided to buy a Rick 360/12 FG on line and just because I live in Europe I though it was a good to buy it in a European shop in order to save shipping rates. Well, I committed one big mistake choosing Thomman.de .

The shipping rates were really cheap (23 €) and it seemed an important shop with interesting prices (1699 € for that Rick seemed a reasonable price). They sent the wrong model: 360 six strings instead twelve. What it’s a visible difference!!!

Ok, we all are humans, we all make mistakes. I sent them several e-mails telling them what happened. Eight days latter all I’ve got is a couple of short answers, without any apologize and just telling me to send the guitar back and they will send me the right model . They don’t answer me who and how the return shipping charges are paid and also the taxes (That I paid when the guitar crossed my country border) Will I have to pay it again when they send me the right model I ordered?

We are talking about 375 € (463 $) shipping rates in total. I sent them several e-mails more asking those questions and it seems they don’t care: they copy and paste their general return policies page and that’s it: no human attention, no answer about I ask.

Reading their web site it seems they can credit me for the shipping rates amount to buy new items in their shop but they don’t confirm that by e-mail neither, just silence. Anyway they always win: they make the mistake and I’m force to buy them again which is sad and unfair.

The worst thing is how they ignore me. I’ve bough a lot items on line and I often buy and sell in ebay, but I’ve never been treated this way.

I’m finding legal assistance but anyway this is my own experience with so unprofessional people. I hope it helps someone in the future.

Cheers (and excuse my English

grsnovi · Post by **grsnovi** » Wed Jan 21, 2004 3:19 pm

Have you tried to call them on the phone? Gotten the name of an individual? It is likely that each of your emails has been answered by different people.

360dave · Post by **360dave** » Wed Jan 21, 2004 3:30 pm

Javier....this has happened to me before but not with a guitar.
Send back the 6 string and mark the box as warrantee repair work, then have the store send you the 'repaired' guitar which of course now has 12 strings.....voila....no duty on repaired merchandise or spare parts. Try to negotiate the shipping charges.
Of course, they could just be doing a flim flam on you too.....perhaps they never have had a 12 string after all!!

jps · Post by **jps** » Wed Jan 21, 2004 5:01 pm

Sorry to hear about your trouble. Most of the time online buying is okay. Maybe paying them a visit wouldn't be a bad idea either if you can manage the trip. In person they would have a hard time ignoring you and the two BIG friends you bring along. :0)

mclennon · Post by **mclennon** » Thu Jan 22, 2004 3:14 am

Thank you very much for your support, guys. I really needed that.

I'll follow your suggestions and I'll keep you informed.

Cheers

dr_evil · Post by **dr_evil** » Thu Jan 22, 2004 7:05 am

That shop is not totally bad, bought a lot of things from them, never had problems.

dave4004 · Post by **dave4004** » Thu Jan 22, 2004 2:43 pm

I wrote to a friend and fellow bassist in Frankfurt to ask if he was familiar with them. He is. He said that though they sell high quality goods, their main business is budget merchandise at a good price. And in order to do that, they operate with minimal staff, which means less service, such as not responding to emails promptly.

He said a telephone call would be more effective, that they aren't crooks but they don't really strive to provide good service.

mclennon · Post by **mclennon** » Fri Jan 23, 2004 9:22 am

Thank you very much for the information Dave.

I'm agree they sell good stuff, but, as you say, and due to their poor costumer service, when they make a mistake you're in big trouble.

It's seems they don’t understand how important is the personal attention (as the American on line shops I know always give you).

They answered me at last, but now they don’t want to pay the shipping rates back but in the cheapest (and unsafe) way possible. I'm negotiating that matter with them. (which mean wait several days for any answer: exasperating!!) I don’t want to loose the six string guitar too! They don’t answer me about what happens with taxes, anyway.

Unfortunately I’m not an English speaker and I’m afraid to loose a word in a sentence and misunderstand the whole phrase on telephone. Moreover, the costumer legal assistance told me it was good to keep all their e-mails to sue them if it’s necessary. Thanks anyway for the suggestion.

Thanks fellas, you help me to keep the faith.