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Free Shipping - Be Careful!

I want to let our community know that we need to be careful when making purchases and accepting “free shipping”.  Here is the story, I recently ordered a set of KT150s from TubeDepot. I was offered free shipping. I accepted it and wrongly assumed (mistake: never assume) that they would use a reliable shipping carrier to ship their expensive, fragile glass vacuum tubes. A reliable carrier to me, IMO and personal experience means either FedEx (my preference) OR UPS. Did TubeDepot do that? No! They shipped with USPS. The problem is that the tracking number isn’t working. Their is no documentation that USPS took possession of the package. While TubeDepot has a nicely written page describing USPS’ problems they still use them and this information is not readily available on their website. If I had this information at checkout I would have chosen FedEx and paid for it. I suggested to them that they should put a link to this information right on the checkout page where buyers are going to choose their shipping. I think this transparency would empower buyers to make an informed decision, take ownership of that decision, and save the vendor a lot of time with back and forth emails about where the product is and why the tracking isn’t working. Bottom line: free shipping may be bad shipping. Don’t blindly assume that the free shipping method is good. Ask the vendor who they use for free shipping before making your purchase and act accordingly. 
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tom6897's avatar
tom6897
1,484 posts
 
I have used all three and even when there have been problems or damage I have always been covered and reimbursed. Maybe I am just one of the lucky ones. Anyway, I suggest that you always keep accurate information and take pictures of your packing process and use insurance when necessary. Be professional and stick to the facts when making a claim. The people handling your complaints are there to help you and not your adversary. Kindness and understanding go a long way when dealing with customer service personnel. 
Just finished a deal in Hawaii. Delivered in three days! All good. My experience to date.👍🏻
wturkey's avatar
wturkey
780 posts
 
If purchased with a credit card, the burden is on the seller. If the item fails to deliver or is damaged, the c.c. company should be notified via a dispute. 
audioguy85's avatar
audioguy85
2,018 posts
 
Bought many tubes there, never had an issue, even with free shipping....
markmuse
288 posts
 
I have used USPS Express Mail extensively for delicate and expensive items (photographic lenses) and have never had an issue. UPS and FedEx, particularly UPS is quite a different story.
facten
2,882 posts
 
On the TubeDepot checkout page for shipping it 1st lists 5 FEDEX shipping options from the most expensive FEDEX option to its the cheapest , that being ground. Right after the FEDEX ground option it lists 2 USPS options. Right after the 2nd "paid" USPS option it lists Free Shipping on Qualified Offers. After that it lists 2 UPS options.

It would seem that it is pretty clear that FEDEX isn’t a free shipping option that they offer. Now , maybe one could argue that it leaves one to believe that it is possibly UPS since the free option is noted between the USPS and UPS options; but with USPS being the cheapest cost options they probably feel that it is intuitive that free = USPS.

And, again if one reads their link about USPS shipping problems it clearly states that the free option is USPS
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