J&R Galaxies AKA bpbpusa.com Complaint - Really bad customer service

Review by JeezieCreezie on 2010-07-14
I ordered an item from J&R Galaxies AKA BPBPUSA.com through Amazon.com. About 3 weeks later I realized that I still had not received my item, so I checked Amazon.com for my order from J&R Galaxies (bpbpusa.com). It looked like my item had been returned to them because J&R Galaxies had chosen to use the cheapest possible method of shipping through USPS and without bothering to check whether I could receive that delivery in my area.

Well, I can't receive USPS deliveries in my area. So the goods were returned to J&R Galaxies. Without contacting me to see if they could fix it or ship the item again J&R Galaxies simply refunded ONLY PART of the amount that I paid and told me that if I wanted the item I should order it again and pay full price again for it.

When I contacted J&R Galaxies back to tell them how dissatisfied I was with their service and try to ask them to make it right they told me this: "Our job is to mail the item to the address specified, if the address is
wrong, the deal is off." This is a ridiculous policy that J&R Galaxies claims is an Amazon.com policy. I doubt that Amazon's policy is to not try and work with their customers and make sure they are satisfied.

After receiving the previous response from J&R Galaxies (bpbpusa.com), I followed through on my right to evaluate their customer service through Amazon.com 's feedback page. I posted negative feedback for J&R Galaxies (bpbpusa.com) because, obviously, they didn't care about their customer service.

After I had posted my feedback I received an email threatening to report me to some unknown website badcustomer.com. The following is the email I received from J&R Galaxies (bpbpusa.com) NOTE: No spelling, misspelling or grammar has been altered:

"We saw your negative feedback.

It is unfortunately to see you abuse the system without listening
to us.

We executed to the policy, automatically, and communicated to you
all the way. You never get the emails, but we provided the proof to you,
but you still blamed us.

In our transaction, we refund your money automatically, without
your request, step by step, we followed the policy.

Again, it is Amazon policy specifically require seller to only mail
the item to the address specified, and DISALLOW seller to mail the item
to another address if requested by the buyer, to avoid fraud. It is as
simple as this.

Cancel the order or "the deal is off" is the decison made my
AMAZON. If you need it, update the address and place another order.

Why you blame the incorrect address issue on the seller? Why did
you blame the seller on your mistake? The seller neve rmake a cent, and
donated or lost $0.6 in this deal, because when you paid Amazon, and
when we refunded you the money, both ways, we have to pay Amazon the
close fee of this item, it is NOT REFUNDdable.

Got it. To be fair, please remove your negative feedback, or we
will report you to www.badcustomer.com
to be fair.

Do not abuse your review power! Because your mistake, we loss mony
as well.


This is probably the most pathetic attempt I have ever seen to do customer service repair... ever. If J&R Galaxies (bpbpusa.com) wanted positive feedback they should have simply offered to fix their mistake in the first place.

I will never again do business with J&R Galaxies or bpbpusa.com and I recommend that you should not either.
Comments:4 Replies - Latest reply on 2010-08-19
Posted by leet60 on 2010-07-15:
The shipper has clearly posted in the shipping terms linked to their items on Amazon:

We can only ship to the buyer's address specified in the original Amazon order, this is Amazon policy as well to avoid fraud. Amazon policy does not allow seller to ship to any other address requested by buyer. Buyer must make sure that their address is accurate and deliverable by USPS.

If an item was returned back to us due to address issues, such as "incorrect address / undeliverable /...", the order amount will be refunded after the original shipping cost.

No foul here, sorry to say but as with all things the buyer has some responsibility to be informed before making a purchase
Posted by JeezieCreezie on 2010-07-16:
It's not the policies, it's not the fact that I lost money on an item. It's the way they handled customer service, what company threatens a customer? If they had handled customer service a little more gracefully then I wouldn't even be posting here. If you think they did nothing wrong, you should buy from them and good luck to you.
Posted by JeezieCreezie on 2010-08-19:
UPDATE: Amazon forced J&R Galaxies to refund me. Obviously they were wrong.
"Greetings from Amazon.com.

We're writing to let you know we processed your refund of $x.xx for your Order 103-8710142-xxxxxxx from J&R Galaxies.

This refund is for the following item(s):

Item: TDS Calibration Solution (One Bottle 90ml)
Quantity: 1
ASIN: xxxxxxxxxx
Reason for refund: Account adjustment

Here's a the breakdown of your refund for this item:

Shipping Refund: $x.xx

We'll apply your refund to the following payment method(s):

Visa Credit Card [ending with 8794]: $x.xx

Refunds typically complete within 10 business days and appear as a credit on your statement."

Unfortunately J&R Galaxies poor customer service is still on the table, they refuse to acknowledge that they could have handled things more gracefully. J&R Galaxies receives a big fat 0 in my book for customer service.
@leet60: Guess you're just lucky that your customers don't know their rights. What's your store name so I can avoid you too?
Posted by MRM on 2010-08-19:
I am very delighted to hear the good news, Jeezie! I love shopping at Amazon! Remember, when Amazon.con first started, they were just a bookstore and now they sell all kinds of stuff.

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