Wbic/em Shorts Refund Problems....

[fitness1]

I will try to keep this as short as I can, but there is a story that needs to be told.
On December 19th 2003 Wichita Band and instrument received 1299. from me via Cashier's check for an L-10 that was a factory blem (I was told minor finish scratches and bubbling)  They shipped the instrument to the wrong address and cost me having Xmas with my family (out of town)as I waited on Xmas eve 9 hours at home for it to arrive....it was sitting up against a house I hadn't lived in for two years in a snowstorm (thanks UPS)
Xmas day I was leaving for Florida for a week and only had a chance to quickly go over the guitar once it acclimated.
 When I returned the first week of January and had more time to inspect it, it became quite obvious that it had a bridge repair as well (a sloppy one at that)  I called and requested a return which was accomodated.
 WBIC received the instrument on 1 /12.   it is now 2/12 and I still don't have my refund yet.  I have been on the phone about 10 times, sent numerous emails.....last thursday, when I called, I got the old "checks in the mail"......7 days later, still nothing.....it doesn't take seven days to get from KS to MI.  
  A couple times during this debauchle, I have been told "sometimes the axes grind a little slow"  it's not the only freakin' thing that's grinding right now.  I even emailed the owner and got a very short, abrupt reply.........just thought you should all know how they do business around there.....don't expect any real competence.......

[Bochim]

Fit,
Please let us know what happens. Others on this forum have had good experiences with them.
   Peace,
    Bo
:unsure:  

[fitness1]

I had a good experience about two years ago with an OM-09 purchase as well, but this really has me honked off...... :o  

[sc morris]

this is strange.  i have heard nothing but praise toward them for several years.  lowest prices, good selection and really savy staff.  they were really good to me when i bought my Larrivee.  here's what i would have done differently if i were you.  i had them send me LOTS AND LOTS  of very detailed pics of my gutiar before i purchased it.  i called, emailed and pretty much bugged them to death before i was ready to drop my hard earned cash with them.  i think they were glad when the whole thing was over with me.  i look at it this way, if i'm spending my money (and there are lots of places to spend it, so i'd better get good service, or i'm gone) then i'm getting what i want and i don't care how much i bother them.  

this is truly unfortunate though.  i really hope it works out they make it right for you.  the UPS thing doesn't surprise me at all.  they don't give a rip about how they treat the freight they carry. i'm heavily anit-UPS.  typical union employees...(and i'm in a union, so believe me, i know the mentality).  i always try to use either DHL or FEDEX if at all possible.  

[Zmony]

Fitness,

I am in the middle of a very similar debacle with EM Shorts.  I bought an all mahogany parlor from them that I received in January '04.  EM Shorts packaged the guitar very poorly - the packaging provided no protection whatsoever for the back and sides. As a result, the guitar was severely damaged by UPS (huge crack in the back and a smaller crack in the top).

I immediately contacted Nathan at EM Shorts and followed his directions to call UPS and let them pick it up.  I then told Nathan I wanted a refund and got a "no problem, it will take a week or two".  We are now in the fourth week and still no refund.   :(

Several calls to Nathan have gone unaswered.  Frustrated, by no call back I took my complaint to another EM Shorts staff member (Richard), from him I got the line "it's Company policy that refunds of this kind take 3-4 weeks."  Funny - they have the ability to charge your card the day they ship it, however, it takes them 3-4 weeks (and counting) to figure out how issue a refund.

My advice - don't buy from them if there is slightest chance the guitar will be returned.

Lance Z

[1954Gold]

Sorry you had a bad experience, I have purchased twice with good experiences. Interesting they are refunding your money, since both invoices cleary state "All sales final, no cash refunds". UPS, on the other hand, is another story.

[Zmony]

Sorry you had a bad experience, I have purchased twice with good experiences. Interesting they are refunding your money, since both invoices cleary state "All sales final, no cash refunds". UPS, on the other hand, is another story.

1954 Gold,

Have you seen their 5 day free approval period policy on their website?  If not:

"Anything we sell can be sent to you for a short approval period (five days from the day that you receive it) without any obligation. The customer is responsible for $20 per instrument (most instruments) shipping and insurance (in the 48 states) and must pre-pay back to us any freight charges on returned equipment."

Further, before purchasing the guitar I confirmed with Nathan they did have a cash refund policy.  Still further, in my case it was their packaging error that prompted my refund.

Lance Z

[slamk]

I too had a refund "problem" with this particular dealer. I bought a Martin D-15 from them about a year ago, and BEFORE THE GUITAR WAS EVEN SHIPPED FROM THE STORE, I changed my mind, and asked for a refund. I waited 4 WEEKS for my refund! Ridiculous.

[guitarcrazy]

As a Larrivee dealer, I am disappointed to hear stories like this.  I have personally done business with E.M. Shorts, and had no problems.  I Picked my guitar up in person, though, so I guess I had a better chance of getting it right.  If there is anything I can do, don't hesitate to ask.  I don't know if it would do any good, but let them know your experiences are being relayed to the forum members, also.  I hope it is a simple misunderstanding.  Good luck, and let me know if I can do anything to help.   Jason Brantley.

[unclrob]

Acording to most credit card companies store's have up to 30 day's to refund your money.Running a store myself as soon as I get the guitar back and its in the same condition it was shipped in Irefund the money.Once or twice I did it the next day.Same if you pay me by money order we cut a check within 24 hour's.Any other delay is an insult to the customer,and very bad business.The only thing we ask is that you fax us a copy of the shipping doc showing that you insured it.Oh we also ask that you call us within 24 hours and let us know your not happy with your purchase, and that's for any reason......

[Imapickn]

Well, they have certainly lost any chance to have me as a customer....
I don't plan on taking it in the......E.M. ....SHORTS
:blink:
 Shame on them.... there are too many honest and customer  orientated stores out there. No need to deal with Bozos that treat customers that way.
Don

[1954Gold]

Sorry you had a bad experience, I have purchased twice with good experiences. Interesting they are refunding your money, since both invoices cleary state "All sales final, no cash refunds". UPS, on the other hand, is another story.

Have you seen their 5 day free approval period policy on their website?  Further, before purchasing the guitar I confirmed with Nathan they did have a cash refund policy.  Still further, in my case it was their packaging error that prompted my refund. Lance Z

Price and service were great... I think you have to buy it on approval to get that, I bought the guitars outright and I am pleased. Regardless, if you buy on a credit card and the merchandise is not up to snuff, you can dispute it throught the credit card company.

[Fstpicker]

Sorry to hear about your problems, all of you. This is the first I've ever heard of anyone having any trouble with them in over 3+ years that I've been on the computer. Their prices are great but perhaps they need to spend a little more $$ for experienced personel in their accounting dept.

I bought from them a Larrivee D-03 about 3 years ago and had to return it as it was more of a "seconds" guitar with some finish wood flaws and minor cracks. I ended up trading up for a perfect D-03 with a better pickup system. They were very cordial and accomodating through the whole thing and never gave me a hard time.

I can understand your frustration and anger at their shipping the guitar to the wrong place, and then finding it to be in less than stellar condition when you finally got it. I would hope that you do indeed get your money very soon from them. I hope this is not the sign of the way things are starting to go for them from now on. They usually pride themselves on a "smalls-ville" type hometown store atmosphere with personal attention to their loyal customers. Perhaps that is changing more now as they are growing and getting different personel in gradually to replace their former employees. I sincerely hope not. I have recommended them on numerous occasions because of the good experience I've had with them in the past. No recent dealings with them though.

You definitely have my sympathies here...

Jeff  

[fitness1]

thanks guys....I am a generally easy to get along with individual.....today, however, I was extremely upset with this situation.  After I got off the phone, I realized that I had been lied to as well.....I was questioning the possibility that the check that was supposed to be sent out last thursday was possibly sent to the wrong address again and asked if the info had not been updated in the database.....I was told that they didn't have a customer database and that they do things "the old fashioned way"  If this is the case, then where did they get the 2 year old address from in the first place??????  I don't like being dogged around and then lied to on top of it.....If I don't get it by monday. I will be forwarding the links to the Taylor, Tacoma and Larrivee forum so they can see what kind of press their "customer service" has gotten them...... :(  

[1954Gold]

I will be forwarding the links to the Taylor, Tacoma and Larrivee forum so they can see what kind of press their "customer service" has gotten them...... :(

My home base is the Les Paul Forum, where there has been an active discussion on them for quite some time, and the overall take is quite positive. Same thing at the Martin Forum.

[atlantic]

I can only comment on my own experience.  I chose EM Shorts based on i) positive feedback from this form and the AG forum, and ii) lowest price. I ordered my L-03 on Nov 25 and was told that it would be at least 3-4 weeks to just get one from the factory. It took a few weeks longer than that but that's a Larrivee issue.  Once EM Shorts got the guitar, it took approx a week for them to do a setup and install a K&K (not unreasonable IMO, given the traffic).  UPS got it to me (Newfoundland, Canada!!!) in 6 business days via ground.  The guitar could not have been packed better.  After a minor neck tweak (I like the neck as straight as possible), I was in business.  Nathan was great to deal with.  The luthier was great to deal with (I had some initial questions on saddle height but the luthier - among others- eased my concern).  The luthier emphasized that if still concerned, have a local tech check it out and feel free to utilize the return policy.

As for delivery, EM shorts informed me that they do not generally ship to an address other than the address associated with your credit card (which makes a lot of sense IMO).

Bottom Line: Very positive experience (thus far).

[ms960]

I bought and returned a Larrivee from them as well. It took FOREVER for the refund to be processed, but I did get it. They told me their accounting system just takes that much time, which I doubt. They are in general a reputable business, and I'm sure you'll get your refund, just not as fast as you want it. I think it took them about a month or more to get my money back to me. Irritable for sure.  

[sevenup]

This is not to bash any dealer.  Whether its right or wrong, delay payment is a common business practice, big or small.  Usually, they collect money owned as soon as they can, and at the same time, delay any cash flow out as much as they can.  This allows them to have more cash on hand which is somewhat essential to most business, especially small business.

[unclrob]

the problem is iy's not really ther money,and is worth the delay for the bad press as they seem to be getting here.is it far to make someone wait a month when they want there money now?

[fitness1]

that's the thing......there is no reason for it.....and, as an update, I did finally get the check with today's mail....the check was written on the 4th and the postmark was the 9th......it's like they were delaying it on purpose......the last penny at WBIC has been spent.......and Sevenup, I own a small business as well, and if I intentionally kept a large chunk of money that was owed to one of my clients because of my mistake, I would hope that I would lose that person as a wake up call....... :blink: