The Fitness Direct Fiasco (Ch 4)

(Continued from Chapter Three)

Andy responded again:

Hi Phoenix,
My point was that we get our descriptions from the manufacturer's website, hence the mix of information on our website. This was a mixup on the listing, not an intentional effort to dupe you into buying something and shipping you another.

This is not the first time that Andy has blamed "the manufacturer".

Here's the problem with that: I did some searching, and FOUND the actual product that the fake description came from, the Multisports CC-755R. But... Multisports and Stamina are DIFFERENT MANUFACTURERS. The only common link they have in this mess is FITNESS DIRECT.

So, which manufacturer was it, Andy? Because there are TWO.

I have actually been out of the office with my family for the last 2 days and came back this morning to an inbox full of messages, one of which was Mark's message that you called.

That's all VERY RELEVANT. You've been out of the office with your family for the last 2 days? Oh, well then, forget the whole fraud thing you pulled on me.

I really had no idea about the error in information on the listing until after I sent you the email.

Even though you were specifically told to check the website first. Got it.

Once I discovered the error, I had my web guy get it corrected so we did'nt have more disappointed customer's like you.

It's GOOD that you took down the fake description, but you failed to inform me that you had discovered the error. (Notice how I resist mentioning the use of apostrophes? You have no idea how much willpower this is taking)

However, like I mentioned in the email, we have no problem bringing back the bike seeing the errors on the listing. I think you would agree that if we were purposely trying to mislead, we would'nt be so forthright in trying to correct the error. We have employees adding new products everyday, so unfortunately these things do happen.

Yes, claiming to have no idea why I was having a problem was very forthright. Blaming the "manufacturer" is very forthright. Blaming your employees is very forthright.

Oh, wait, what's the opposite of forthright again?

I definitely apologize for the error and the inconvenience, but I don't like to be accused of doing something illegal, when that was just not the case.

Deceit and Fraud are very clearly defined in California. Perhaps I should forward you the pages I found regarding this?

You can search the web and you will find nothing but positive comments about our company and that is something of which I take great pride.

Well, maybe this small blog post will get indexed some day, and then some future customer won't have to deal with this whole headache like I did. Speaking of which, iFitnessDirect and eFitnessDirect are the same company. Just so you know, Internet.

I'll issue the Fedex call-tag ASAP and confirm the pick-up with you. Typically, the box can just be left on your porch and they will bring the label and make the pick-up.

Regards,
Andy

I...what? The box? Apparently Andy has missed the part in my previous correspondence where I asked him to make arrangements to pick up the FULLY ASSEMBLED bike, as per my credit card company's instructions.

Anyway, this wasn't my actual response (I think I was more polite in the real e-mail, although I did request that Andy not be the one to contact me anymore), but this whole handling of the situation makes my blood boil.

Just OWN UP TO THE ERROR! Say "Hey, we fucked up! How can we make it right?" Don't feign ignorance. Don't blame the "manufacturer". Don't blame your employees. Don't blame spending time with your family. Don't ignore what I tell you. Andy has taken this small error and compounded it with deceit and incompetence. I'm beginning to believe that he is INCAPABLE of being honest.

To be continued...?