Have you ever returned a new item due to the fact it was not nearly what the manufacturer advertised. A recent item I received new is a huge disappointment. I purchased it on a credit card and it us unrun out of the box. I just don't think it is worthy of the price or as advertised. Can you return items? Is it the right thing to do? The sales slip from the autorized dealer states no returns on train items which I think is a little harsh not to let you know ahead of time. Your experiences?

No returns?
two words Ebay Sale!

I have returned items in the past (not very often, to be sure), but I always check the dealer's return policy in advance so I know whether a return will or will not be accepted. That's one of the reasons that I only deal with a few select dealers these days. I like being a "regular" so the dealer knows me a bit, even if the transaction is taking place over several hundred--or-more--miles.

How low shall I start?

quote:

The sales slip from the authorized dealer states no returns on train items

Depending on the state you bought that in, I'm not so sure that's legal. However, since you're stating there's really nothing wrong with it and is still unopened I would try to return it anyway.

Otherwise, you could post it on the buy/sell and just try to break even.

And, yes, I have returned things. Half the time I bought something else right away to make up for it.

Fred

Maybe you should return it to the manufacturer?

I have not had to return to anyone a new item as of yet. I usually know what I want before I buy it and have researched info on the item either thru this forum or by other means.

I also make sure about return policy first and I usually deal with dealers who know me or, as with the Bay, I have delt with a lot in the past, those in my "favorate seller's" list.

I don't consider myself one of the "cheapies", who grumble over every dime. I will pay a little more for a reliable sale, fast shipping and good packing.

The situation may come up in the future but I do as much as I can before I buy to eleviate any problems. IMHO.

Tex

I have had to do this only once or twice, and the dealer at the time was happy to exchange or give future credit in the store which was fine with me.


If a product is obviously different from the advertised product then the dealer AND the manufacturer have a responsibility to accept the return. A recent example was a set of passenger cars which cataloged showed that the roofs were black, but the product was painted entirely blue totally changing the product.


Another problem here are dealers that do not allow you to look at the product prior to taking it home. I have to say that I have been very lucky normally finding products that exceed my expectation from the catalog. Its not always the case though, as I've witnessed at times.


I have recently heard about a rediculously high "restocking" fee for a returned train which did not meet expectations. In the case of a product not matching the advertised appearance or features there should be no penalty to the customer.

quote:

Originally posted by VistaDomeScott:
I have had to do this only once or twice, and the dealer at the time was happy to exchange or give future credit in the store which was fine with me.


If a product is obviously different from the advertised product then the dealer AND the manufacturer have a responsibility to accept the return.

Same sentiments and outcome for me. This is what was cataloged:



This is what was shipped:



On close examination the first photo was taken from another manufacturers catalog but used ten years later in theirs.

Pete

Ouch that is nasty. Once bitten twice shy on that one.

quote:

Originally posted by johnshorse:
Have you ever returned a new item due to the fact it was not nearly what the manufacturer advertised. A recent item I received new is a huge disappointment. I purchased it on a credit card and it us unrun out of the box.

I thought you were finished buying anything train related? previous thread

Yes. I did and it was a 8000 tank car as well..hmm. If it's not what you want return it. And yes, if the return policy is "no returns" you need to be informed of that up front not when you get your receipt in the mail with the item.

--Greg

I ordered the first MTH UP Rail King Turbine. When it came in I told my dealer to send it back. It was SO small and so short it looked like underscale Alco FA units. Add to it the MSRP of $500 at the time and I did not think it was worth it. And since I bought the same unit off ebay a year ago for $150 shipped.....others must feel the same! Now it's set aside for the kids to use.

Just return it to the LHS for credit.
If they argue with you,
tell then even General Motors gives you a 60 day return policy!

Come on Louie so far we have been off the personal attack path and then it rears it's ugly head. Can't we have a discussion without it?? If you must know the item was preordered over a year ago. A ton can change in a year.
Please let's keep one thread on topic.

I would contact the credit card company, and tell them your issues. Your credit card company may be able to stop payment, if the bill has not been processed yet; or retrieve a repayment for you. Good retailers will take care of their customers. - Buyer beware.



Rick

I have never returned a new item; however, I believe if the item was grossly misrepresented, my guy would have no problem working out some solution...he's a train guy, too. But you don't always have that opportunity with an "e-store."

That being said, I'm glad to see that you're posting again. In addition, I'm respect your decision to write this appeal to the forum without mentioning the manufacturer.

I have returned an item only because it was defective.

Contacted them and they were very polite but told me no refunds and if an item is defective they will have no part of it and it has to go back to the company. NEXT!!! It is just not a place I want to build a relationship.

Do you folks have laws for consumer protection? If you buy a product which is not was represented, surely the manufacturer and/or retailer are legally bound to make good.
I know here, even if a retailer claims they won't accept returns and give a refund, they are legally obliged to.

quote:

Have you ever returned a new item due to the fact it was not nearly what the manufacturer advertised. A recent item I received new is a huge disappointment. I purchased it on a credit card and it us unrun out of the box. I just don't think it is worthy of the price or as advertised. Can you return items? Is it the right thing to do? The sales slip from the autorized dealer states no returns on train items which I think is a little harsh not to let you know ahead of time.

I am curious what it is that you are not satisfied with; and, maybe, who you are dealing with.

The item was one of their top of the line products and advertised with much detail. When you open the box and examine the item it is more similar to the lower starter line of the product as far as features, details and quality of product. Price seems too high for the level of quality than other items in this line. Very subjective but a little disappointing to say the least. Very similar to the situation of the Shell car pictured above.....

quote:

Originally posted by Dave Allen:
Do you folks have laws for consumer protection? If you buy a product which is not was represented, surely the manufacturer and/or retailer are legally bound to make good.
I know here, even if a retailer claims they won't accept returns and give a refund, they are legally obliged to.

We actually have the same thing here in most states. The problems are 1) Many merchants believe that these rules should not apply to them; and 2) Enforcing your rights, especially against an out of town seller, can be a pain in the caboose. Since our friend paid by credit card, he may have the upper hand in this transaction.

YES A PAIR OF PANTS AND A JACKET.

Yes, I think most credit card companies also offer some sort of money back guarantee or such.

I have returned items in the past (not very often, to be sure), but I always check the dealer's return policy in advance so I know whether a return will or will not be accepted. That's one of the reasons that I only deal with a few select dealers these days. I like being a "regular" so the dealer knows me a bit, even if the transaction is taking place over several hundred--or-more--miles.


Allan Miller, Editor-In-Chief
O Gauge Railroading magazine

Allan, you mean to tell us that you do not support ALL of your advertisers? Do you no feel comfortable buying from all of them? Or are you speaking as a train guy and not the editor of ogr. After all, you signed your post as mr editor.

A good credit card company will tell you to ship the item back and will credit your account. You need proof of your return of course. like the return shipping receipt.

I have returned engines that I've been fed up with as they had too many problems. THis was after the manufacturer and it's management was involved as well. I have also returned four engines that I simply wasn't happy with.

Returns are a way of life. That business just lost a customer...dumb. I'm sorry to hear of their response but that being said I'd return it with delivery confirmation and file a claim with your credit card company.

---Greg

Have you ever returned a new item due to the fact it was not nearly what the manufacturer advertised?

I thought that is what my closet was for. Most of my less than stellar purchases end up in the closet. If it "looks" good it gets a spot on a shelf though. Really. About a forth of my purchases are not what I had envisioned while reading the add before calling. Lucky I now have Jerry C's Vision-Line to choose from. The TOUGH decisions have already been made! I just have to give a card number over the phone and love IT when IT gets here...
Oh Yea..

You should be able to dispute the charge with your credit card company. Check with them about how to do so. Some card companies have the dispute form printed on the back of their statement. Anyway, I think "not as advertised" is one of the reasons for a dispute. Be prepared to do some work yourself. It is not automatic and the seller has the right to dispute your claim as well. I speak from experience as I am in the middle of a dispute over some switches I purchased that have issues since September.

This is not intended to be legal advice. I suggest you contact your credit card company for complete instructions.

Good luck.

Mike

I wanted to return the then "new" MTH Bantam Daylight set, as it looked pathetic. Because I pre-ordered it and was assured verbally that it would be the same size as my RailKing N&W J. Once delivered, The "Dealer" would not let me return the set, much to my chagrin....Al

quote:

Originally posted by albertstrains:
I wanted to return the then "new" MTH Bantam Daylight set, as it looked pathetic. Because I pre-ordered it and was assured verbally that it would be the same size as my RailKing N&W J. Once delivered, The "Dealer" would not let me return the set, much to my chagrin....Al

Al, send that puppy down here. Always have liked those sets...

Haven't had to return anything, but I can sure appreciate your dilemma. This is why I can't bring myself to preorder, virtually sight unseen, high ticket items. When MTH cataloged the premier Mohawks, I was sorely tempted. But the catalog images, side-views only of all of the types didn't begin to give the detail I would need to make a $1000 commitment. Now they've shipped and I would love to see them, but it seems they are already sold out!!??

Kind of a "Catch 22" I guess. The LHS can't possibly stock everything so you order from an iffy catalog image. They can't accept returns on things because margins are so tight.

Makes it tougher than it should be.

Back to your specific issue. Maybe the buy/sell forum would be best, once you explained the situation. Might find someone who was just looking for the very item you're trying to return.

Good luck


Jim E.

If it wasn't a pre-order don't give it a second thought...take it back. Even if it was a pre-order and it's not what was advertised...take it back. Don't feel like you are the one at fault.

John- Why not tell us what the item is.Tell us who you bought it from.
I know the dealers that I have delt with for over 25years would not do this.That is why I shop at the same place all the time.I do not pre order either then you can see it first.

There's no advantage this day and age in preordering.. Its not like years ago when this stuff sold out fast..

I don't think we need to know what it is due to the brand bashing that will take place. Call your credit card. They will make it right for you.

Al

quote:

Originally posted by johnshorse:
Come on Louie so far we have been off the personal attack path and then it rears it's ugly head. Can't we have a discussion without it?? If you must know the item was preordered over a year ago. A ton can change in a year.
Please let's keep one thread on topic.

It wasn't a personal attack. It was an honest question. I wouldn't have been confused if you had mentioned that it was a pre-order from before (I wouldn't have even brought up some of the past comments you have made).

As far as returning it, you do have the upper hand as some have mentioned due to the credit card transaction. But personally I have not went that route, I do have a couple of friends who use the "credit card purchase protection" like a shield and there are times I think they shouldn't have, but they have been right a few times as well.

That's a long winded, I would chalk it up to a life lesson learned and not order/pre-order from that dealer again.

quote:

Originally posted by Joe G:
There's no advantage this day and age in preordering.. Its not like years ago when this stuff sold out fast..

Except, no preorders and it may be cancelled as no market for it.

I have returned new items before but not a train. Since the store is sticking by their "no returns" policy the only recourse you have is with your credit card company. My experience in this regard (only had to do this twice) is the credit card company will back you 100% provided you give them a written statement. They may initiate credit with a verbal statement but they require your signed statement to close out the transaction. The store may not like it but they accepted those terms when they accepted your credit card. Of course they may never accept you or your card again so you have to weight that.

From reading the previous thread posted by someone above, I think you are suffering from BUYER's REMORSE...and you can't expect any company to honor that. You need to do more RESEARCH, and understand what you are buying, and BALANCE your expectations with value received!!!

No Ron, it is deeper than that. The item is from the top line of the company and it is made very cheaply and way overpriced for what it should be. Very out of line with price vs. quality.

quote:

From reading the previous thread posted by someone above, I think you are suffering from BUYER's REMORSE...and you can't expect any company to honor that. You need to do more RESEARCH, and understand what you are buying, and BALANCE your expectations with value received!!!

I expect a company to honor my return if I have buyer's remorse. It was a pre-ordered item from over a year ago. What research are you supposed to do when all you have is a picture in a catalogue? If it's not what you expect, return it.

Regarding your post, I see no need to use caps and get nasty. Why not just give your opinion politely?

--Greg

BUYERS REMORSE is CHANGING YOUR MIND...and no company can stay in business doing that...I use CAPS to highlight words...my style, THAT'S ALL...all my posts reflect my writing style...GOOD DAY!!!

quote:

I expect a company to honor my return if I have buyer's remorse. It was a pre-ordered item from over a year ago. What research are you supposed to do when all you have is a picture in a catalogue? If it's not what you expect, return it.

Interesting problem.
Years ago, I would have said that once you preorder an item, you are stuck with it. But now that the Train Importers business model seems to be that they build to what's been preordered, unless folks return pieces that aren't as promised, then what incentive do the importers have to build what they catalog?
I am just about done with buying any newly made stuff, so it's all academic to me. I caanot imagine anything that might come to market that would change my mind.

quote:

Originally posted by Ron Blume:
BUYERS REMORSE is CHANGING YOUR MIND...and no company can stay in business doing that...I use CAPS to highlight words...my style, THAT'S ALL...all my posts reflect my writing style...GOOD DAY!!!

3RD Rail I believe still offers a 30 day money back refund policy. Last time I looked they are still in business and offer great customer service. Because of this reason these are the only high end engines I consider buying. Other companies boast a lot but they are afraid to put their money where there mouth is. I never had to take 3RD rail up on their offer. But if I spent $1000 + on an engine and it was a piece of crap and had no recourse I would be pretty unhappy. One way to get around the whole thing is to pay with a credit card. If the item is not right contest the charges. I have done this with a few non train items and it always worked in my favor. Once you do this you get the sellers immediate attention.

Dale H

In any case, you will probably get hit with what is called a "restocking charge" of up to 20% if the item is not defective. Another pain in the caboose for you.

You may want to go ahead anyway by returning it with a letter stating "not as advertised". If you could document this with some photos, as the tank car above, that would be good. I certainly would be upset too if the difference is as bad as the tank car above. Those two cars are from totally different eras. The credit card company would back you on this, I am sure.
.....
Dennis

My wife bought me a rail car one year that was just too darn high for my tunnel portals, and I had to take it back. I could tell from the expression on my LHS owner he wasn't too happy about it, but he got over it quickly when I left having bought a couple more items at a higher cost than the return value. But, then again, i can understand the sinking feeling these guys get when returns come in during the after Christmas slump in sales!

Hey johnhorse. Who did you buy it from and what did you buy? I want to know because i dont want buy something from this retailer.