Importmadness, a warning to shoppers:

[MrGrumpie]

As anyone from europe will well know, getting hold of SWG is not the most straight forward thing to do, when stocks are so restricted.

I came across ImportMadness, and through one of their ebay ads (that should say it all [frown], although so far I've only good experiences on ebay ) I clicked on a link to get a special price on the collectors edition. (£79.99+ £9.99 postage).

Their ebay ad (sadly I didn't save the damn page) clearly stated "Ships same day, 48hour delivery with insurance and tracking number", and also clearly "UK Duty Paid".

This is my first email:
====================================
Sent: Thursday, July 10, 2003 6:38 PM
To: rders@importmadness.com">orders@importmadness.com</a>
Subject: Star Wars Galaxies



Hi

I'm writing in response to your ebay advert for the SWG collectors edition. What is the total price, including shipping, as its not clear from the ebay ad. Your website lists a standard shipping price of £14.99, which is extortionate considering they're already in the country.

Can you clarify the total price for me please? I'll happily take one if the postage charge is more realistic.


Regards

================================
They replied:

----- Original Message -----

From: Import Madness Customer Care

To: 'MrGrumpie'
Sent: Thursday, July 10, 2003 11:49 PM
Subject: RE: Star Wars Galaxies

Hi

That must be a database error. The shipping price is 9.99 GBP with insurance and a tracking number.

Thanks for informing us of this problem. J

It should be fine now, please try again

Total price is 79.99 GBP + 9.99 GBP = 89.98 GBP

-Customer Care
ImportMadness
297 Royal Appian Cres
Concord, Ontario
L4K 5K9
Canada

Fax: (905) 417 1177
======================================
All sounds good so far doesn't it?
Anyway, it continues.....

Sent: Thursday, July 10, 2003 7:22 PM
To: orders@importmadness.com
Subject: Re: Star Wars Galaxies

Thankyou, I've just placed an order with you. Can you confirm that it will be sent tomorrow?

Kind regards
===========================================
From: Import Madness Customer Care
To: xxxxxx
Sent: Friday, July 11, 2003 12:38 AM
Subject: RE: Star Wars Galaxies

Hi

I can confirm that it will be sent tomorrow. You will get it within 48 hrs but that is 2 business days, so it will arrive on Monday. I will provide you with your tacking number in a few hours and someone will need to sign for the package when it arrives. I will also provide the phone number of the company so you can arrange delivery in case they miss you at home.

Thank you for your order and I hope you enjoy this game. J

-Customer Care

ImportMadness
297 Royal Appian Cres
Concord, Ontario
L4K 5K9
Canada

Fax: (905) 417 1177

=======================================
Well I thought, that's great, I'll have it next week. Importmadness seemed prompt with their replies too.

On Friday I checked my order status on their website and it was showing as "pending". So I dropped them a quick email asking if it had been sent. No reply.

Saturday, and on their site the Standard SWG Edition is suddenly in stock again (£33.99 + £5 postage). So I decide to email them from a different email address. They confirmed they had the £33.99 edition in stock, and that if I placed an order it would ship Monday. Strange I thought, they didnt reply to my email re: current status on the order I already placed, but when I'm making a sales enquiry they respond almost immediately? Hmmm.

So I sent them another email stating that I already had an order with them, and as they clearly hadn't shipped that one, I'd like them to send the standard edition instead and only charge my card with £40 odd charge instead of £90.

Amazingly enough, on Sunday the order status suddenly changed to "Despatched"........despatched on a SUNDAY? When I checked my bank account, I discovered that my account wasn't debited until Monday...£90.

Anyway, my frustration was set to get worse. Monday passed, Tuesday passed, no word of the game, no tracking no. like they promised, no specified courier or tel. number like they promised in one of their earlier emails.

So I sent them this email:
===================================
Sent: Wednesday, July 16, 2003 2:37 PM
To: orders@importmadness.com
Subject: Re: Star Wars Galaxies


Can you please tell me why this item hasn't arrived yet?

On your website it says it was despatched last Sunday.

WHERE is my tracking number?

WHO is the courier?

Frankly your service is appalling, when I've emailed with a general enquiry you reply quickly, when I'm emailing to ask for an update you simply ignore my emails.

Is this a genuine company?

Please let me know what is going on please.

=======================================
Not impressed, as you can tell. On Friday they finally replied (2 days after my stroppy email, remember they respond within an hour to any enquiries):

To: 'MrGrumpie'
Sent: Friday, July 18, 2003 9:02 AM
Subject: RE: Star Wars Galaxies

Your order has left and I will have to check with customs to see when they will release the package.

Thanks
Importmadness.co.uk
========================================
Hmmm that doesn't sound right. I'm confused here. So I sent them this email:

To: <a href="mailtorders@importmadness.com[/Email]
Sent: Friday, July 18, 2003 5:40 PM
Subject: Re: Star Wars Galaxies - order 15591. Tracking number?

Dear Sir/Madam

Customs? Your advert stated UK duty paid, which means it's being despatched from the UK I assumed. As it's being "held" in customs, if I get a bill I will expect a full refund of the duty charges. Your ad also stated 48 hour delivery. It's now 8 days since I placed the order.

You said I would receive a tracking number within hours of placing my order. Despite my (admiteddly stroppy) email below, you STILL haven't given me my tracking number. Why haven't you emailed me to advise whats going on? Why have I not received details of either the courier or the tracking number? What makes it even more exasperating is that you don't even have the decency to apologise.

Either you're ripping me off or your service stinks, I'm not sure which it is at the moment. If I have to wait until next week for any further response, I'll copy and paste this whole email trail on every gaming message board I can find, and let everyone make of it what they will.

Regards
============================================

So I'm left thinking, is this a cowboy outfit? They seem incapable of providing even the most basic customer service once they have your money.

A string of failed promises from the word go, I'm £90 poorer with no sign of the package, and no way of knowing if it has indeed been sent or its vapourware.

Bastards.

 

[|WarpiG|]

even after reading all that i was still really tempted to press the add to cart button :doh:

you never know, it could arrive on monday morning... good luck!

 

[MrGrumpie]

You mean you WANT to get stiffed out of £90?

 

[|WarpiG|]

no but i really want this game...

 

[MrGrumpie]

order from Gamestop then, the above story says it all for bloody importmadness.

 

[|WarpiG|]

am doing as soon as i get paid, but to be able to get it for £35 from within the uk would be much better.

 

[old.pala hellraiser]

Sorry to hear that Grumpie, that sucks. At the end of the day they are being wankers, despite extremely bad customer support, they have charged your account before you have even recieved the game, who the hell do think they are?. If I were you I would do what you threatened and post this on all the forums you can think of and if I were you I would be tempted to take it even further.

 

[SilverHood]

if you dont get your game, contact your bank and do a chargeback, stating services not rendered, including your email correspondence.... you should be able to get any money not stated on the original invoice back

 

[old.Kal]

Erm as its not released in the UK where did you think theyd get the game except from importing it ? Considering the name of the website.....

I presume they wont have a courier number until its out of customs and actually given to the courier...and I hope that you aren't given a bill by the courier when they arrive for import duty but its more than likely

 

[Durzel]

I guess he would've assumed that they had stock of it in the UK. A company calling itself "importmadness" and being UK based, you'd pretty much expect them to deal regularly/exclusively in imported goods.

I very nearly ordered from them.. the only thing that stopped me was the fact they were out of stock of the standard edition when I wanted to order.

As others have said, Gamestop is probably your best bet for getting this game a.s.a.p.

 

[Faeldawn]

Importing the game is a real hassle, even when it goes smoothly it still works out rather expensive but these Importmadness guys dont seem to be able to run a half-decent service and the prices they charge are insane

Real shame that the game wasnt released in the UK and Europe at the same time as it was in the US.

 

[beck-uk]

That sucks! Some things in life are just destined to never run smoothly, if ppl actually did what they said they would do like deliver within 48 hrs etc then the world would be a much happier place.

Anyway, I ordered from gamestop and paid $50 for the standard version + $20 delivery, then had to pay £17.50 when UPS actually delivered the game. Obviously paying over the odds compared to when its out over here for £30 but I dont mind paying to get it sooner, if you can afford it why not. Anyway had no problems with Gamestop and would heartily reccommend em, think I got the game within 3/4 days of placing the order.

As for your current predicament, I would assume you payed by credit card right? If you didnt then a tip for teh future always pay by credit card. If you did then as someone else said you can definitely charge it back by simply phoning your credit card issuer and tell them to charge that transaction back (as in get your money back). This is a totally legal procedure and means that the company who are suddenly out of pocket have to argue their case and this means corresponding with you and your bank etc.

Actually, that said. If you do really want the game then maybe you should just wait to see what happens next week. But if it was me I would chargeback the transaction and cancel the order, they have not kept to their word so why should you. Unless the small print says otherwise.

Im rambling, but reading your situation riled me!

Good luck.

 

[threeps]

Unfortunatly I made the same mistake and ordered from importmadness. I ordered the standard game, which I saw advertised on ebay for £33.99 and will ship in 48 hours. It's now been a week since I made the transaction, my order on their website still says shipped "pending", and I have received no replys at all from them to 2 emails I sent them asking what the situation is.
I have just sent an email to cancelorders@importmadness.com and hopefully I will get my money back this way, if not I will do as others have said and reverse the transaction on my credit card.
I have placed another order with gamestop.com and hopefully will be joining you lot on eclipse sometime in the next week.

 

[dood]

Just import it from gamestop.com, the UPS dude knocked on my door after 3 working days...amazing
And I could track it all the time

I have heard of ppl ordering it from dvdboxoffice.com also.. they still waiting to get it

Or u can just wait til sometimes late next year when it hits the shelves at ur local dealer

But by then we have moved on to WoW hehe

 

[Faeldawn]

Originally posted by threeps
Unfortunatly I made the same mistake and ordered from importmadness. I ordered the standard game, which I saw advertised on ebay for £33.99 and will ship in 48 hours. It's now been a week since I made the transaction, my order on their website still says shipped "pending", and I have received no replys at all from them to 2 emails I sent them asking what the situation is.
I have just sent an email to cancelorders@importmadness.com and hopefully I will get my money back this way, if not I will do as others have said and reverse the transaction on my credit card.
I have placed another order with gamestop.com and hopefully will be joining you lot on eclipse sometime in the next week.

By UK and EU law they cannot charge your credit card until the transaction has been completed, ie, the game has been shipped from their depot.

Not sure if this applies in the US though.

 

[MrGrumpie]

Thanks for all the replies guys....I've posted this on a number of forums, and about to send them an email with all the links on.

Interesting read over on another forum on Importcrapness too:

http://www.gamedays.com/thread-view.asp?threadid=324&posts=16

So I'll likely get the game eventually, however that doesn't excuse their conduct.

 

[MrGrumpie]

Originally posted by old.Kal
Erm as its not released in the UK where did you think theyd get the game except from importing it ? Considering the name of the website.....

If you re-read my thread, I mentioned that their ebay ad proclaimed: "Ships same day, get it within 48 hours!" And... "UK duty paid".

Now, if it's UK duty paid then they MUST be in the country, otherwise it's a guarantee they cannot otherwise commit to (however Importcrapness can't seem to honour any of their commitments so I may be wrong).

In my first email to them I mentioned that I thought the goods were being shipped UK to UK....and they never contradicted that.

Assholes anyway.

Keep this bumped please people, don't want anyone else ordering from them!

 

[SilverHood]

so you still haven't got it?

 

[MrGrumpie]

Nope

 

[MrGrumpie]

Latest email, hope they enjoy the reading

=======================================
To: orders@importmadness.com ; specialproducts@importmadness.com ; wholesale@importmadness.com ; returns@importmadness.com ; info@importmadness.com ; help@importmadness.com ; cancelorder@importmadness.com
Sent: Sunday, July 20, 2003 1:44 PM
Subject: Re: Star Wars Galaxies - order 15591. Tracking number?


http://boards.stratics.com/php-bin/...5&o=0&fpart=&vc=&what2=postlist&selv=&vwhich=

http://forums.barrysworld.com/showthread.php?postid=1027069#post1027069

http://boards.ign.com/message.asp?topic=42364467&replies=0

Oh and another interesting read:

http://www.gamedays.com/thread-view.asp?threadid=324&posts=16

Nice going guys, great reputation you have out there..... ;-)

===========================================

Now I need some more boards to post this lot on, anyone got any suggestions with high traffic where imported games are often discussed?

 

[SilverHood]

do a chargeback and get your money back

then order from someone else

 

[Faeldawn]

If the service is really that bad and they change advertised prices at will, you can report them to Trading Standards and such organisations as the Which Consumer Guide, these are organisations that specialise in protecting consumers rights.

 

[threeps]

I emailed them to cancel my order and to my surpirse I did get my money back within a few hours. This was the 3rd time I tried to buy the game from ebay, and all 3 have been suspect scams or bad service. Now I have done what I should of done in the first place and ordered it from gamestop. See ya'll soon prolly as a big fluffy wookie

 

[old.pala hellraiser]

Glad to hear it Though if you join the imperials I will hunt you down muwahahahah, whether you are a teddy bear or not

 

[Faeldawn]

Wookie Imp's are annoying........considering the exceptionally high moral codes of Wookies, who would join the guys who enslaved your planet?...

 

[Durzel]

Hi,

Just a quick note to make sure that people keep this on track.. everything said so far is opinion and conjecture - which is good, but these things can rapidly slide into slander/defamation... and they have a direct link to the thread now.



Incidentally, there's nothing about "Importmadness" on Companies House, and the domain is registered to a Canadian address... which all points to the fact that they're a Canadian company trading under the auspices of being a UK-based one (although to be fair they never claim that as far as I can see).

 

[Midgardian]

The fact it states on their Shiping page to the Uk and Within Canada, one can assume they are based In Canada

http://importmadness.co.uk/cgi-bin/shipping

 

[Serbitar]

heheh i also ordered my copy from ebay... however mine was ordered from a bloke who wasnt happy with the game so i only ended up paying £30 <w00t> game arrived after 7 days. logged on and played it and love it

 

[MrGrumpie]

Originally posted by Durzel
everything said so far is opinion and conjecture - which is good, but these things can rapidly slide into slander/defamation... and they have a direct link to the thread now.

What exactly in my post is opinion and conjecture?

For those people in doubt, here is another link to one of their ebay adverts. The edition is different (I ordered the CE) but the promises in the ad are identical. And the way they ran this is that people clicked on the "buy it now" link and were taken to their own website, which effectively meant you bypassed ebay.

Edit: sorry missed off the link before. Notice all of a sudden importmadness is not a registered user anymore.

Importcrapness

 

[MrGrumpie]

Latest emails:

Wow this gets better

Here are the latest emails:
===================================
Sent: Sunday, July 20, 2003 8:45 AM
To: orders@importmadness.com; specialproducts@importmadness.com; wholesale@importmadness.com; returns@importmadness.com; info@importmadness.com; help@importmadness.com; cancelorder@importmadness.com
Subject: Re: Star Wars Galaxies - order 15591. Tracking number?

http://boards.stratics.com/php-bin/...5&o=0&fpart=&vc=&what2=postlist&selv=&vwhich=

http://forums.barrysworld.com/showthread.php?postid=1027069#post1027069

http://boards.ign.com/message.asp?topic=42364467&replies=0

Oh and another interesting read:

http://www.gamedays.com/thread-view.asp?threadid=324&posts=16

Nice going guys, great reputation you have out there..... ;-)

=======================================
From: Importmadness Customer Care
To: xxxx
Sent: Sunday, July 20, 2003 9:01 PM
Subject: RE: Star Wars Galaxies - order 15591. Tracking number?

Would you like us to cancel your order and bring the item back or would you still like the item.

At no charge to you or course.

Thanks
Importmadness.co.uk
=========================================
From: xxxxx
To: orders@importmadness.com
Sent: Monday, July 21, 2003 12:05 AM
Subject: Re: Star Wars Galaxies - order 15591. Tracking number?


Well as it's already been despatched (allegedly) then I might as well keep it. The question is, have you really sent it? If you have, wheres the tracking number? And honestly, when will I receive it?

The VERY least you can do is refund the shipping charge (£10 for 48 hour shipping, yet its more like 240 hour shipping if it arrives tomorrow). And the shipping charge refund is a minimum in my opinion.

What I really can't understand is as a business, why you offer such poor service, and don't honour your promises? I mean, surely you must have been aware of the negative publicity ImportMadness has? Check out this thread http://groups.google.com/groups?hl=en&lr=&ie=UTF-8&oe=UTF-8&q=Importmadness&sa=N&tab=wg. Frankly I'd be embarrassed if that was my business.

I honestly don't expect you to comment on the above paragraph (given your previous track record), however I would like a prompt answer on:

1. When will I receive the game? (where is it?)
2. A refund of my shipping charge plus a further discount off the game (frankly if I send it back you'll end up paying me double shipping if that makes sense).

I'll await your reply until I add these latest installments onto the threads below.


PS Thanks for the apology btw, and thats the most unsubtle hint I've ever dropped.

======================================
From: xxxx
To: orders@importmadness.com
Sent: Monday, July 21, 2003 7:12 PM
Subject: Re: Star Wars Galaxies - order 15591. Tracking number?

Well?????
====================================
From: mR^g
To: orders@importmadness.com ; specialproducts@importmadness.com ; wholesale@importmadness.com ; returns@importmadness.com ; info@importmadness.com
Sent: Monday, July 21, 2003 7:43 PM
Subject: Re: Star Wars Galaxies - order 15591. Tracking number?


Give me a refund please, seeing as you can't bothered to reply to my email below.

Please credit my debit card within the next few hours, I will check my account tomorrow morning and if the money has not been credited I will contact my bank to initiate a chargeback.

Please reply by return email to confirm when my account has been credited.
===================================

I'm totally pissed off, I know I've only given them a day to reply to my last lengthy email, but if it were my business I'd be taking steps to improve my customer service and PROMPTLY gather info on where the package, and at LEAST offer a damn apology.

So anyway, I await a refund, and as soon as I get it I'll be ordering from Gamestop.