Consumer reviews and reports on scam companies, bad products and services Horrible customer service, not really in stock, refused cancellation before it shipped Logan, Utah
20th of Aug, 2011 by User979269
I ordered Smartscore X songbook edition. They didnt ship it for almost 2 weeks and ignored the email I sent a little over a week after placing the order. Their order status page showed it was still in process, and the charge did not yet appear on my credit card. So I instructed them to cancel it while ordering from another vendor that offered online electronic delivery. InstrumentAlley then shipped it over 6 hours after first responding negatively to my cancellation request. So they could have cancelled the order at that point without shipping it, but they chose not to. I refused to accept it from UPS. InstrumentAlley gave me only a partial refund -- less a 20% restocking fee. They claim that their terms dont allow for orders to be canceled and include restocking fees for returns. My defense against that is that I didnt see or read those claims when I placed the order. Sure, I checked a checkbox saying I agreed to the terms because I couldnt place the order without doing so. But who has the time or patience to read through terms that often run for several pages and are often written in legalese. I looked at their terms on the day I disputed the charge with my credit card company (unfortunately the dispute was ultimately rejected) and they are 4 printed pages long!. So at the time of placing the order I never saw anything about how long it would take to ship the order (I assumed it would ship within a few days, not nearly 2 weeks later) or about policies/fees regarding order cancellations and returns. They also threatened to charge me with a chargeback fee and send that to a collection agency! Here is a detailed timeline May 24 (Tuesday). Order placed. The order receipt email does not show any terms. Nor does it give any indication that shipping of the order may be delayed. June 1 (Wednesday). I emailed inquiring when the order would ship. June 5 (Sunday). I emailed my cancellation request after ordering a downloadable copy of the program from another vendor. 12:49pm NY time June 6 (Monday). They responded to an email where I told them to cancel. While they say it has shipped, the UPS tracking report (see below) shows that it didnt actually ship until over 6 hours later. So they still could have canceled it at this time. 5:39PM NY time June 6 (Monday). Their email states a 10% restocking fee. 7:05pm NY time (4:05pm WA time) June 6 (Monday). UPS picked up the package from the shipper as shown on the tracking report which also shows that UPS has the package and is returning it to the shipper. June 9 (Thursday). Charge posted to my credit card. June 15 (Wednesday). Package received by UPS for return. June 15 (Wednesday). Email states 20% restocking fee. My overall opinion is their service sucks and I will never buy from them again.

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