Avoid WWBW and Music123 Poor Customer Service and Delivery Delays
Written: Feb 12 '05 (Updated Feb 12 '05)
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This is our second extremely negative experience with Music123 (which is part of WWBW). We ordered Mike Balter Marimba Mallets from Music123. They were supposed to take 5-7 days to ship. After waiting several weeks with no updates, I finally called Customer Service (which is an Oxymoron for this company). The very rude person told me that I should have known that this item, which was listed as "IN STOCK - Ships in 5-7 days" actually had to be special ordered from the manufacturer and takes 2-3 weeks. Like I was supposed to know that. The mallets finally arrived at the WWBW Warehouse in Fort Wayne, Indiana; (I discovered by checking my account on their site as WWBW never send the updates that they say they will) and it took over 1 week for the mallets to make it through their warehouse and be shipped. When they mallets finally arrived at my home - the mallets were defective! They were so warped that even an idiot could have seen they were defective and should not have been shipped. Calling
Customer Dis-Service again, I was informed that WWBW is only a Slap and Ship operation - they do not bother to check items before they ship them - so of course they are not responsible. The very rude person informed me that I would have to pay for the shipping to return them, and then
WWBW would determine if they were actually defective (a process described as taking 2-3 weeks). If WWBW determined the mallets were defective, they would credit the shipping and order replacements (adding another 1+ months).
If WWBW determined they were not defective, the mallets would be returned to me - and I would have paid the shipping (again) both ways. Wow, what a great quality and return policy for WWBW. WWBW has your money for the order, they have your money for all the shipping, they have your product and they make the final call whether the product is defective. Do you see something wrong with this picture? When I had ordered these mallets, they were for auditions and performances my son had scheduled in February. So, I contacted Mike Balter Manufacturing directly (thank God for the Internet) and got a response within 2 hours, after 5 pm
on a weeknight - from the company president himself! Mike really stands behind his product. Mike Balter manufactured the replacement mallets (they are hand-made) and shipped them by Fed Ex overnight - arriving the next day! He even sent along a free mallet case and t-shirt in the package. So - Give Mike Balter your business, but do not do it through Music123/WWBW. Music123/WWBW has to have one of the rudest, worst and ill-informed Customer Service departments. Their warehouse in Fort Wayne, Indiana must be like "Key-Stone Cops", as it appears to take 1-2 weeks for anything to be received and shipped. Music123/WWBW computer and product tracking Logistics/WMS systems are in the dark ages. Do yourself a favor and shop somewhere else. Be careful when looking on the Internet, as WWBW "fronts" a lot of web-pages that all point to their basic catalog. If you find someone that looks similar - they likely are actually WWBW. You may save a little money at WWBW/Music123 - but you are getting what you pay for. Which is poor quality, misinformation, slow delivery and rude customer service.
Recommended:
No
What product did you purchase or try to purchase? Vibe Marimba Mallets
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Epinions.com ID:
justal13
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Reviews written: 2
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