Let me first apologize for the length of the post. It is partly as a therapy for me to get rid of the Optics planets blues and also a warning for you to think twice before you order at Optics Planet (OP).
If you do not want to go though the entire post I can not blame you.
The brief summary is:
If you ever have to deal with their customer service, start praying.
Because of OP’s lousy customer service I loose US$ 161 (Dutch import tax and postage) and end up with nothing.
For those of you who have had nothing but good experiences with OP I can say that I am happy for you. It is just that my first (and last may I add) was nothing but a disaster.
The longer summary is here. (extracted from dozens of e-mails)
Before I ordered from OP I checked their credits on http://www.resellerratings.com/store/OpticsPlanet and found out it was a 6/10 so I guessed I would be OK. So here’s my story. (In order not to confuse things I use US currency only)
1. I ordered a Refurbished/Demo pair of Nikon 8x32 SE CF (Only $ 379,95 + $ 22,5 postage makes $402,45) online at OP. It had a 90 day full Nikon warranty so what could go wrong? Read on.
2. On arrival I paid (US$ 126) import duties (that was anticipated)
3. I immediately found out the pair was broken so I sent an e-mail to Optics planet and asked how to proceed since I already paid import duties and did not wish to pay once more when OP send me the replacement.
4. OP replied I should fill in the RMA form and send the item back to OP. This is a more or less automated procedure of OP I guess.
5. I filled in the form and marked the checkbox “Exchange selected item for the same model”. (So I did NOT mark the “Refund” checkbox.) I sent the item to OP. (This cost me US$ 35). Along with it was a letter I wrote asking OP how they were going to make sure I do not have to pay import taxi a second time along with some other questions.
6. It arrived at OP December 21 2007 because I received the receipt confirmation by ordinary mail.
7. I waited for 2 weeks and then e-mailed OP asking for a status update..
8. I got a reply from OP that I was refunded the purchase because they were not able to send a replacement. From this moment on I got a feeling OP’s customer service was not as good as I hoped it would be. I found it very strange that they did not answer the questions I asked in my e-mail and letter and now they do not even get in touch with me but just refund the purchase . (Remember I did not check the “Refund” checkbox)
9. I answered I did not want a refund but I wanted another pair of binos.
10. They answered they were no longer available
11. I answered I found this kind of strange since OP’s was still advertising these refurbished bins on their website,
12. They simply answered a replacement was no longer possible since Nikon does not deliver these any more. (No answer as to why they still advertise on their site)
13. I answered that in that case I want OP to send the item to Nikon for repair. I had a 90 day warranty after all.
14. Their answer was that the item was no longer at OP so they could not apply for a Nikon warranty anymore.
15. I send them am e-mail asking them to pay me back all the expenses I made because OP messed up my order. I explained why I think they messed it up.
They could have properly answered my first e-mail in which I asked how to proceed and addressed the issue of double tax. They did not.
They could have read my letter I send them and send me an answer. They did not.
They could have gotten in touch with me when they received the broken binos and found out a replacement was not possible. In that case I would have told them right away to send it to Nikon for repair. They did not.
16. All of a sudden OP says there is progress on Nikon’s side and that they are expecting to the solved the case shortly.
17. This came as a surprise to me so I waited for another couple of weeks and then asked for a status update.
18. The answer I got was that they have refunded the purchase including postage.
19. I check my credit card company and they confirmed this. Unfortunately the only refunded they purchase. Not the postage, not the tax I paid and not the postage I paid to have the pair send to OP. I answered that I still hold OP responsible for all the cost I made because they messed up.
20. The answer I got was that they just refunded the postage (US$22,5 they charged) but that their system can not refund more then they charged me.
21. I replied that if OP feels responsible I am sure this person or his boss knows how to refund more then they charged.
22. Their answer is: “We can not refund past what we charged you.” No word about responsibility
23. I asked them if they feel responsible for all the things that went wrong. No answer from OP. All questions I asked regarding the errors made by OP are simply not answered.
They entire process started in October 2007 and has reached it’s end in may 2008. So here I am with no binoculars and just US$ 161 less in my pocket because of the errors made by OP.
Do not feel sorry for me because I knew I was taking a risk ordering from the US to Europe. Beside I still have 3 other pairs of binoculars so I will not miss any bird because op OP. The only thing is that I thought postage and tax would be the risk, not the reseller. I was wrong.
I do not blame anyone for making mistakes. It is just that I can not stand people/companies that do nothing to undo their mistakes and deny responsibility.
Well, writing this has taken away part of the Optics planet blues (thank god) and may help some of you with your decision on ordering at OP.
Cheers Peter.
Thanks for posting -
Two times i have tried to order binoculars from Opticsplanet.com, and both times they mailed me back, that the model wasn´t available from the manufactorer.
On the site it even showed "in stock". They havent changed the error after I told them about it.
But I think they do it by purpose to get more people into their site maybe.
Sorry to hear about this. This sort of horror story is always what you hope happens to someone else. Hopwever, while I don't mean to take advantage of the "crystal ball" re4ading your post gives there are several verred flags raised here.
1- Dealing with a dealer with only a 6/10 credit rating.
2- Ordering overseas and paying various import duties and taxes.
3- ordering a discontinued model.
4- ordering a used/demo/refurb specimen of a discontinued model.
5- ordering from any overseas dealer I had never used before.
With all of those red flags, I would have sent the unit to Nikon directly. If you find another Se and there are problems, I would send it to Nikon.