Showing 1 of 204 conversations about:
larsmarona
13
Aug 4, 2020
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Would love to review this bag, but it still hasn't been delivered over a year since I paid for it, and just shy of two months since they said they shipped it. Customer services are doing absolutely nothing about it Edit: Just had a reply from costomer support, worse than useless. Don't ever pre order from this company
(Edited)
Aug 4, 2020
dandurston
3936
Dan Durston
Aug 4, 2020
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Since it’s been ~2 months since the shipping date, it sounds like the postal service lost the package. How long has it been since you contacted customer service? Sometimes it takes a week or so for them to write back, but they normally do. If it's been longer than that I'd message them again.
(Edited)
Aug 4, 2020
larsmarona
13
Aug 7, 2020
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Hi Dan They eventually replied, with something worse than useless. They said they're just going to refund me, which because of changes to the exchange rate and transaction fees will leave me out of pocket. No attempt to make it up, just a statement to hit request if I want to buy it again at $20 more than I already paid. Total shambles
(Edited)
Aug 7, 2020
dandurston
3936
Dan Durston
Aug 7, 2020
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If I understand correctly, Drop sent you a full refund but with the changes in exchange rate over the past year, when you convert that to your local currency (GBP) the refund converts to less than the amount you originally converted to USD, so you are out money due to changes in conversion rates. Additionally you note some transaction fees (is this Paypal? normal these are reversed when a refund occurs). And if you still wanted one you wouldn't get the pre-sale price when you place a new order. With regard to currency conversion, normally companies only deal in the transaction currency (i.e. USD) and aren't responsible for changes in the value of other currencies that individual customers may wish to convert their money to/from. In this case, you converted your money to USD and paid that USD to Drop, who have now returned the full amount of that USD to you. When you convert that USD back to your local currency (GBP) it does happen to be worth about $6 less now (5%) but it just as easily could have gone the other way (to be worth more). It's not reasonable to expect Drop to refund you more USD than your original payment to compensate for changes in the value of your local currency, unless you would also be okay if they refunded you less than your original payment when the opposite happens. Drop can't do the latter (keep some of your money) since most people would see it unfair, so they could only lose by taking responsibility for fluctuations in other currencies. That's why no company does this. If a company does want to smooth out currency fluctuations across global markets they price the product in a customers local currency so they can at least both win and lose as it rises and falls (so in the long run it averages out). Almost no companies would refund more than the original purchase amount, but still, I can see how it is disappointing to tie up your money for a long time and then end up down due to changes in your currency. Thus, if you send me an email (dan@durstongear.com) I'll reimburse you for this personally. I'll also send you the $30 difference between the pre-sale and regular price, since that was effectively a reward for tying up your money for so long.
(Edited)
Aug 7, 2020
larsmarona
13
Aug 15, 2020
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Hi Dan I am still trying to deal with the customer services. Thank you for the offer of reimbursement, but it really isn't your responsibility, I don't expect it of you, and shouldn't have to. I understand entirely the exchange rate issue is entirely out of drops control, and they have just refunded they full USD amount. What is in their control is how they acted. They made no attempt to contact me to see if I found a refund acceptable, they simply did it. Given how long I had waited already, and the current covid situation meaning I can't go out on trips anyway, I would have been happy to wait until it was next in stock. I have never come across a company with such low effort customer service as this one. Given the patience and trust required from customers to support this kind of pre-order business model, I find it absolutely shocking that they act like this.
Aug 15, 2020
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