Complaint Review: Music Supplies Co - Cleethorpes, South Humberside UK

I recently received a quote from Music Supplies in Cleethorpes, South Humberside, UK for a Soundlab DLP32S Turntable through Y-bag and I placed my order with them for one set. The set was sent to me via Parcelforce 48 but when it arrived, although in good external condition and adequate packaging, the contents appeared to be either second hand or a display model.

The product was packed in a double cardboard box to which there was no damage. The turntable had its plastic lid on and the tonearm was fastened onto its rest with cellotape.

The turntable was wrapped around with a white foam type sheet and some crushed brown paper was pushed in on three sides to hold the product steady in the box.

Although not the original packing supplied by the manufacturer I think, it certainly was adequate to prevent any damage in transit. The plastic lid was also there to protect the top of the turntable so how then did it have scratches, damage and marks on/to it? Copies of correspondence that passed between the dealer, the manufacturer and myself are given below for your information.

LETTER:

I received the turntable back this morning. I understand your comments regarding the scratches, however without sounding negative, I am suprised that you did not mention the severity of the damage, and that you have thought we would send a product out in that condition. The scratches to the unit, which were far more severe than you led me to believe, were caused in transit, and that could have very easily been rectified at the time, with Parcel Force, had I known. However, in accordance with your wishes, your card has today been refunded 165.00, and the receiept has been sent on to you. I welcome constructive feedback both positive and negative, but I do feel if you wish to complete purchases by mail order, I would advise you to keep your feedback accurate, and concise, and to certainly give companies one chance to put things right, before using threatening an possibly unwarranted language to any traders. I trust this brings the matter to a close. Yours sincerely, Adrian Perry Managing Director music-supplies

Date: Thu, 08 Mar 2001 11:47:23 +0000 From: Ady [email protected]>

Book To: Llewelyn Daniel [email protected]>

Subject: Your order to music-supplies

Hi Llewelyn, Sorry your turntable didnt match up to your expectations. On all Soundlab turntable purchases, we actaully have to open the box for a number of reasons.

Firstly, on about half of all Soundlab turntables we sell, there are either parts missing, or a fault with the turntable.Unlike other brands we sell (Numark, Citronic etc.), Soundlab components are packed seperately, meaning that some packaging has to be replaced. In most cases we normally expect customers would rather us check that the item is complete and working than send out an unopened box.

As for the scratches on the lid, although I did not see them, I apologize for this. However on inspection of other Soundlab decks here, I did notice some surface scratches on other new decks straight out of the box. Soundlab is a very budget brand and whilst I dont accept that scratches are acceptable, it seems that yours unfortunately is not a one off.

I have made arrangements with Parcel Force to have the turntable collected on Monday 12th March. On receipt of the turntable here, your account will be credited with 165.00 as was paid. If Parcel Force do fail to appear on Monday, please advise me at once. We have started having problems with them on reverse collections, and I dont want to waste any of your time. Adrian Perry music-supplies 27 High Street Cleethorpes N E Lincolnshire DN35

Subject: Re: Your order to music-supplies

To: Ady [email protected]>

Dear Adrian I received my order at work today. It was heavier than expected and the 15 minute walk to where I park my car took around half hour plus as I had to stop and rest ever so often. On getting home I rested a while and then decided to open the box. I was not impressed on seeing the packaging inside as that is not the way a new factory packed item arrives. Anyway, I got the turntable out of the box and removed the homemade wrapping to reveal either a display model turntable or a second-hand turntable. This conclusion is pretty evident from the numerous marks on the turntable and on the lid.

This is certainly not what I wanted from you for the price of a new item and I would not even buy it for half the price I paid for it. Anyway, to make matters short, I have repacked the turntable and I would like you to make immediate arrangements with Parcelforce to have it collected from my home address on Monday the 12th as I shall be off from work on that date and credit my Visa account with the sum of 165.00.

I assure you that if you resolve this matter with me immediately I shall not take my complaint to Y-bag, Visa, Watchdog or to the Trading Standards Authorities. I am sorry that this has happened.

I guess it was all just too good to be true. You seemed so helpful and reassuring but it all turned out the opposite. I look forward to your immediate response. Yours sincerely, Llewelyn A M Daniel 78 Percival Road Feltham Middlesex TW13 4LQ

[email protected] wrote: > re turntable allegation >

as i think you realise the allegation is untrue > please give me name of retailer > regards > mark benyon > managing director Llewelyn A M Daniel 78 Percival Road FELTHAM Middlesex TW13 4LQ United Kingdom I hope this information assists other would be customers and makes them think again before ordering on the net from this retailer.