Beware Zzounds.com, sharing my expoerience for your benefit Options

[playthebanjo]

If this should go into another topic forum I couldn't find it. But I had to share. Sorry if this is in the wrong spot.

If you ever work in retail you always hear that dissatisfied customers tell 5 people and they tell 5 more so you should always try to satisfy the customer so things don't get out of hand. I want to tell you all about my experience with http://www.zzounds.com where, until today, I have bought a lot of music related accessories.

I have begun to use Garageband. I wanted to buy an m-audio icontrol for it that they sell at zzounds. I found it for cheaper somewhere else (avalive.com). Being the great customer that I am, I gave zzounds the opportunity to match the price to retain my business. The representative said they could match the price, minus the shipping charge (even though zzounds offered free shipping on that item?). When I told him that macmall.com had a rebate for shipping, he said that then they could honor the shipping rebate, but not the 10%off rebat that they were offering on the product (even though previously he said they could). So I asked why this one and not that one (rebate) and he gave some story about the rebate was to get personal information for marketing purposes. I asked him where this idea came from and he said it would be on the rebate form. I looked at the form and could not find it. He looked at it and couldn't find it either. So he said that he still couldn't honor it because it was a rebate.

Feeling confused, I asked for a supervisor. The supervisor said that it is zzounds.com policy not to honor rebates in price matches. I asked where this was written since it didn't say anything like that on their website in the price match verbage. He said to "trust him that it was the truth". I had not choice but to trust him and ended the call.

Then I saw a place on the site to email if I still had issues. I wrote an email, about what I just wrote. Low and behold I got an email back from the "president" that indeed they do not match to rebates and since I had "already made up my mind about them" that it would be pointless to discuss the matter further.

So here I sit, awaiting my product from another company. Yes, I paid a bit more for it, but at least the other company didn't claim one thing the treat you differently. BEWARE THOSE WHO TEMP YOU WITH PROMISES THEN WRIGGLE OUT WHEN IT SUITS THEM. BEWARE ZZOUNDS.COM

Thanks for letting me vent!

playthebanjo

This post has been edited by playthebanjo: Tue 30 Aug 2005, 01:38

[fastlanephil]

I would have to agree with zsounds about rebate matching.

[timoren]

Be warned of any rebate. I dont even consider rebates when looking at prices anymore because the companies that operate the rebates can take months to process it. Either way your still out the cash up front. Very few of the online catalog companies give a shit about customer service because thats the business that they are in. They put in less effort to make more profit. If you want service, stick to Sweetwater, Small Dog, BPM Music and the like. These are brick and mortar stores rooted in customer service. I have had several service issues with Musicians Feind and only buy from them or GuitarCenter as a last resort. Hell, the smaller stores are usually more willing to compete with them for your business anyhow.

[playthebanjo]

I gotta agree with you about sweetwater. I placed an order that totaled less than 10 bucks. The next day a rep called me (not emailed) to let me know that my order was about to ship and make sure that I was happy with the level of service I received. Then I got an email from him a day or so after my order arrived to check in.

All this for a $10 order? Now THAT'S service.

Incidentally, I called Sweetwater first before zzounds, but they were out of stock.

: )

[Lotus17]

Sweetwater definately is the bomb. After ordering my FireBox and recieving it, my sales engiineer called me a few days later to check up and see how things were going. Sweetwater may not have the best prices on things or the largest selection (they don't choose companies with not as high of quality of equipment, that's what i was told), but their service definately makes up for it. That's the only place I order my equipment from and plan on doing that.

[CanadaRAM]

Zzounds's policy is here http://www.zzounds.com/lowprices. Their price match is on delivered price, with shipping and tax in.
Your original site is $123 + $17.59 Fedex ground, macmall is $129 + 7.92 UPS ground, zzounds is $149 free delivery. (Currently I don't see any rebate coupons).

Their policy on shipping is clear -- If the other site charges delivery, then zzounds will match the delivered price. So the price to match is $136.92

You can't cascade additional discounts and free shipping offers on top of the price match at any dealer I have ever seen, and mail in rebates are usually excluded (although, the policies usually state so).

I am guessing you went at them too hardcore to save your $12.08. If I was the president faced with a customer giving me grief over trying to get more off than the store policy, I would probably tell you to take your business elsewhere.

[surfeast]

I ordered mine at AValive .Com and they got it to me withing 4 days at the price I was quoted . I called them first and tehy had a brick and mortar location as well. I woul dorder from them again. Thanks for the tip