The Outlaw ruins X-mas

I agree with Mitch. Outlaw's success is based on taking care of the people who deal with them, who are free to buy from any number of outlets. Selling good product cheap is secondary in my view but the customer always comes first, if you want to keep that person as a customer. And please define "factory-direct" if Outlaw uses a third party entity for their products. Sounds more like factory-indirect, and please go to the top of this thread for more on that. I sincerely hope Rhyno gets some satisfaction, from Outlaw or elsewhere.

BTW, I believe AMC uses a third party builder for their products and they've had some success in this arena.

Here's what really happened...

1) Customer did not follow the agreed to shipping requirements outlined on the order form.

2) We emailed him on the day the order was received to inform him of the change he needed to make. (Eventually he would claim that he never received this-and ultimately was unwilling to figure out why despite my offer to send him the contact email with full headers included.)

3) When he did not reply within three business days, we called him to query him on his intentions.

4) He made the required change on the following business day.

5) On that day we were able to confirm the changes and initiate the order.

6) As indicated on the order form, we require 3-5 business days for processing and fulfillment once the necessary order information is received.

7) While we often ship with 1-2 business days, with B-stock products we typically need the full 3-5 business days(especially at this time of year) to put the unit through a full Q.C. check.

8) On the day of the scheduled shipment (within our previously stated and agreed upon window), the customer called demanding we pickup expedited shipping.

9) Despite the fact that these delays were NOT our responsibility, I agreed to meet him half way and charge him only 50% of the express delivery charge (which was $120, not the $90/$100 mentioned in his posts) as I was willing to pick up the other half of the added cost. I made this gesture despite his rude behavior directed at one of our order processors.

That wasn't satisfactory to him and he cancelled the order.

Can't please everybody...

Scott Jackson
Outlaw Audio

. . . and now we have the REST of the story.

thanks for weighing in Scott. By the way, as a shopper, I think the practice of requiring ship to be the same as billing is a bad practice. I understand it's common, but I usually will not buy gifts from vendors who do it. All could have been avoided here if there was an accommodation.

Scott,

Thank you for the details. There is always more to the story. Outlaw has always done very well by me. I am glad Scott stepped in and posted his reply. Seems pretty cut and dried to me. Go whine somewhere else.

Bdgregory -

As I read it, on their credit card payment screen, they do not require that ship-to and bill-to match. But if they are different, they require you to register the ship-to address with the credit card company. So in the case of this vendor they would be making the accomodation you desire?