I will try to keep this as brief and relevant as possible to avoid any boredom!
My wife enquired on the purchase of a 'custom designed' guitar from a site selling on Ebay, they have their own site too. She was given a price for a specif guitar and design however she had problems paying via PayPal so I contacted the company via email and informed them that I would be paying via PayPal, which I duly did on November 15th 2008, I also requested confirmation of this payment which was confirmed by a return Email that same day. A couple of days later a design was emailed and we agreed to it asking them to go ahead with the painting etc. After two weeks we had heard nothing so I emailed to chase the item on 5th December 2008 and they responded the same day stating that it would be dispatched the next morning (Sat 6th Dec) and we would receive it approximately 10th December 2008.
The packed was sent via Parcelforce 48hr and just left in our porch on 10th/11th December (no signature was given!), as this item was a Christmas gift for our 13 year old son we undid the box, removed most of the dust cover and examined the custom design and most of the guitar where, at that time there was no noticable evidence on the exterior or interior of the package that would indicate any damage, we then repacked the item and gift wrapped it for christmas day when our son opened it all up and within 2 minutes noticed a large crack to the rear of the neck just below the tuning knobs. We immidiately sent an email and pictures of the damage to the company on christmas morning and received a response two days later that stated "Our returns policy states that a full refund or replacement is provided if your guitar is lost in transit, is damaged upon arrival, or is significantly different from that advertised (notification is required immediately upon receipt & item must be returned 7 days from receipt)" I was not the one who would have visited their website where the T&C's are for it was my wife who chose the goods, and neither did any email point me in the direction of any T&C's either.
The company go on to say that they "will look to opening a damages claim with Parcelforce, although please be aware this will take time". As this was a gift for our son I contacted the company via telephone who were most unhelpful and showed no compassion for the circumstances. They were adamant that Parcelforce would need to inspect the item and packaging and then state "If they confirm that the guitar sustained damage during transit then we will look to providing you with a refund or possibly providing a replacement"
Does anyone know how we stand on this predicament please??
My wife enquired on the purchase of a 'custom designed' guitar from a site selling on Ebay, they have their own site too. She was given a price for a specif guitar and design however she had problems paying via PayPal so I contacted the company via email and informed them that I would be paying via PayPal, which I duly did on November 15th 2008, I also requested confirmation of this payment which was confirmed by a return Email that same day. A couple of days later a design was emailed and we agreed to it asking them to go ahead with the painting etc. After two weeks we had heard nothing so I emailed to chase the item on 5th December 2008 and they responded the same day stating that it would be dispatched the next morning (Sat 6th Dec) and we would receive it approximately 10th December 2008.
The packed was sent via Parcelforce 48hr and just left in our porch on 10th/11th December (no signature was given!), as this item was a Christmas gift for our 13 year old son we undid the box, removed most of the dust cover and examined the custom design and most of the guitar where, at that time there was no noticable evidence on the exterior or interior of the package that would indicate any damage, we then repacked the item and gift wrapped it for christmas day when our son opened it all up and within 2 minutes noticed a large crack to the rear of the neck just below the tuning knobs. We immidiately sent an email and pictures of the damage to the company on christmas morning and received a response two days later that stated "Our returns policy states that a full refund or replacement is provided if your guitar is lost in transit, is damaged upon arrival, or is significantly different from that advertised (notification is required immediately upon receipt & item must be returned 7 days from receipt)" I was not the one who would have visited their website where the T&C's are for it was my wife who chose the goods, and neither did any email point me in the direction of any T&C's either.
The company go on to say that they "will look to opening a damages claim with Parcelforce, although please be aware this will take time". As this was a gift for our son I contacted the company via telephone who were most unhelpful and showed no compassion for the circumstances. They were adamant that Parcelforce would need to inspect the item and packaging and then state "If they confirm that the guitar sustained damage during transit then we will look to providing you with a refund or possibly providing a replacement"
Does anyone know how we stand on this predicament please??
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