I sent Mr. Kennard a link to my blog post and another request that he send me the refund for my return shipping. Apparently the blog post caused him to have time to respond with more blame and excuses.
He alternately states:
1. I should have waited (for no specified amount of time) for their refund.
2. I was trying to get two refunds
3. I should have known that they were processing my refund
4. They are a very small company
5. They were too busy
6. They "punish" people who do chargebacks by delaying as long as possible
7. I must be dishonest
8. They don't really have to refund my return expenses but will (eventually) because they promised to do so
9. They don't know how long it will take now
Somehow Mr. Kennard has lost sight of the following:
1. I paid in advance for a product.
2. The product arrived damaged.
3. I followed his instructions for the return of the merchandise.
4. I went without merchandise and without a refund of my payment for merchandise for several weeks.
5. My requests for information went unanswered for several weeks after Mr. Kennard agreed that they had indeed received the return.
6. I thanked Mr. Kennard for the refund the day after I was granted the refund from Visa believing he knew about it. I was sure he must have been informed of the action as I was. That was when he accused me of being "dishonest at best."
7. Mr. Kenard challenged the chargeback and I had to submit more paperwork to Visa. I was in the right so I won.
8. This has been going on for more than 3 months.
9. Mr. Kennard and his small company has never offered an apology in any form regarding the damaged merchandise. In fact, I am being virtually tortured for their error intentional or not.
10. I believe Mr. Kennard intends to drag this on as long as he can hoping I will give up and forget about it.
Yes, there are many people who have had successful transactions with HLJ including myself! But look what happens when something goes wrong.
Why would a business, especially in this economy, want to alienate a customer thus? What is the reward for Mr. Kennard to blame a customer for his own lack of performance?
This is not fun.
Showing posts with label Scott Kennard. Show all posts
Showing posts with label Scott Kennard. Show all posts
10/19/2009
10/16/2009
Hobby Link Japan - Bad Business Practices
I don't like to do this but I have little choice. I ordered a set of figurines from Hobby Link Japan in July, 2009. When they arrived I inspected each of the 12 figurines and 3 were broken. I notified HLJ and was instructed to return the entire set, insured, and that I would get a refund and return shipping. I got a notice from the US Post Office that my package was delivered on July 28. By August 12, I still had not gotten the refund even after I contacted Mr. Scott Kennard twice.
On August 16th I filed with my credit card company for the original cost and was granted a credit.
Mr. Kennard was furious and accused me of trying to get two payments. He claims that my refund was in process. He called me "dishonest at best" and claims that he was trying to work with me. This was on August 19th. He said they were busy. This is the last paragraph of his last email to me on that day. I have not heard from him since and that was 2 months ago.
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On August 16th I filed with my credit card company for the original cost and was granted a credit.
Mr. Kennard was furious and accused me of trying to get two payments. He claims that my refund was in process. He called me "dishonest at best" and claims that he was trying to work with me. This was on August 19th. He said they were busy. This is the last paragraph of his last email to me on that day. I have not heard from him since and that was 2 months ago.
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"Unfortunately, the chargeback changes things a lot. Our policy on these is quite severe. We now have to wait for the chargeback claim to arrive here from the credit card company. I don't know how long that will take. Once that arrives, we will honor our side and refund the return shipping. However, we must now ask that you look elsewhere for your hobby supplies." M. Scott Kennard
HLJ Customer Service
www.hlj.com
I will send Mr. Kennard a link to this post and to any others I may decide to put on the internet. If he had any honest intentions, hopefully this will get him to refund my money and make good on his promise.
Be very careful when dealing with this company. It is sad that this had to happen. If a company is too small to have an important thing called customer service, then they are too small to be in business.
HLJ Customer Service
www.hlj.com
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Well they have not honored their side and have not refunded the return shipping. My account has been deleted and my emails are going unanswered. I have contacted everyone I know that does business either in Japan or with Japanese companies for help. It's not the amount of money it's the principle.I will send Mr. Kennard a link to this post and to any others I may decide to put on the internet. If he had any honest intentions, hopefully this will get him to refund my money and make good on his promise.
Be very careful when dealing with this company. It is sad that this had to happen. If a company is too small to have an important thing called customer service, then they are too small to be in business.
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