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Used my coupon code and it charged me full price

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BudAshes View Drop Down
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Topic: Used my coupon code and it charged me full price
    Posted: Oct/22/2011 at 12:13pm
So i used my bindings coupon code for 200 off and after I submit it now it says my order was for the full price.  If my card gets charged the full amount this is not going to be good.  I tried contacting staff through chat but they haven't responded. 
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  Quote not-ewrx Quote  Post ReplyReply Direct Link To This Post Posted: Oct/22/2011 at 12:32pm
Did you try to use on 2011 gear? 
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  Quote return2heaven Quote  Post ReplyReply Direct Link To This Post Posted: Oct/22/2011 at 12:42pm
Originally posted by BudAshes

So i used my bindings coupon code for 200 off and after I submit it now it says my order was for the full price.  If my card gets charged the full amount this is not going to be good.  I tried contacting staff through chat but they haven't responded. 

it's the weekend, i doubt you'll get any replies from staff til monday.
which bindings did you choose? and how did your card get charged if you used the coupon? 
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  Quote screwyvarmint Quote  Post ReplyReply Direct Link To This Post Posted: Oct/22/2011 at 12:46pm
Yeah, expect to wait until Monday to hear back.  A lot of the coupon codes and discounts aren't good on new gear.  I'm sure they'll cancel it for you tho.
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  Quote BboyTommy Quote  Post ReplyReply Direct Link To This Post Posted: Oct/22/2011 at 12:48pm
bindings coupon only good for 2011 and older binders.  did u try and check out with 2012 stuff?
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  Quote jenni Quote  Post ReplyReply Direct Link To This Post Posted: Oct/22/2011 at 1:10pm
To return to heaven, you need to insert your cc info for the shipping
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  Quote derbytownjoe Quote  Post ReplyReply Direct Link To This Post Posted: Oct/22/2011 at 3:50pm
if you used it on a 2012 product, it wont work.

if though it was a 2011 and older binder, you'll have to, like the others have mentioned, wait until monday when the TS staff get back to the office.
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  Quote shwazy Quote  Post ReplyReply Direct Link To This Post Posted: Oct/22/2011 at 5:08pm
yeah the coupon thing is kinda a mess because it is only good for 30 days but at this time of year there is not a lot of bindings left...it is almost like you need to wait until Spring to cross the point threshold and then when all the 2012 gear goes on sale you can snag it.

but hey they are giving away free gear so I am not complaining at all.
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 1:19pm
So despite my emails phone calls and messages and being assured my issue would be taken care of, it still says full price and the bindings shipped... 
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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 1:30pm
Originally posted by BudAshes

So despite my emails phone calls and messages and being assured my issue would be taken care of, it still says full price and the bindings shipped... 
 
Honestly I'm just impressed they shipped that fast Bud!  Good FN luck sorting this beauty out . . . .
 
-b
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  Quote broys Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 1:31pm
Originally posted by BudAshes

So despite my emails phone calls and messages and being assured my issue would be taken care of, it still says full price and the bindings shipped... 

You can always refuse the shipment if they still haven't sorted it out.
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  Quote Marumm Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 1:36pm
I just got burned by this too.  It's a little baitey-switchey, seeing as how they suddenly and quietly changed the terms of the coupons.  For months, I'd been planning on picking up some Rome 390 Bosses with this coupon, only to have my order abruptly cancelled.  It kind of sucks, but gift horse in the mouth and all that.  

So instead, I ended up having to order the 390's from elsewhere, and buying a pair of 2011 Burton Missions with my coupon so I can eBay them for cash.

It seems like the coupon should be treated like a gift certificate and not a discount code, which I imagine would exempt it from the vendor agreement.  But I also suspect that not giving away the more expensive 2012 gear to people for posting on a forum isn't an entirely undesirable consequence.
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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 1:39pm
^^^^ I just ordered 2010 c02's, should be here wednesday.  My coupon worked but of course after the discount wasn't applied, etc., but not a bad pair of binders for $70 all in all.  Also they're white so they're pretty much a blank canvas as far as cooking them up in some Rit dye, which is my new favorite thing.  But I don't know about refusing the shipment -- they got your money, I've got to think they'll work it out for you. 
 
Have you tried PM'ing Doug, he's responsive (even if he doesn't have complete control of the Company) to these kind of things for sure. 
 
-b
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  Quote MTpow Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 1:41pm
Originally posted by Marumm

So instead, I ended up having to order the 390's from elsewhere, and buying a pair of 2011 Burton Missions with my coupon so I can eBay them for cash.


This is not the point of the reward program.....
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 1:51pm
Originally posted by Marumm

I just got burned by this too.  It's a little baitey-switchey, seeing as how they suddenly and quietly changed the terms of the coupons.  For months, I'd been planning on picking up some Rome 390 Bosses with this coupon, only to have my order abruptly cancelled.  It kind of sucks, but gift horse in the mouth and all that.  

So instead, I ended up having to order the 390's from elsewhere, and buying a pair of 2011 Burton Missions with my coupon so I can eBay them for cash.

It seems like the coupon should be treated like a gift certificate and not a discount code, which I imagine would exempt it from the vendor agreement.  But I also suspect that not giving away the more expensive 2012 gear to people for posting on a forum isn't an entirely undesirable consequence.


It wasn't even bait and switch.  I had the coupon code loaded, price says 30 dollars with shipping.  Put in CC info and everything then hit accept and instantly it says your 230 dollar order has been processed. 
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  Quote panther Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 2:03pm
Originally posted by BudAshes

Originally posted by Marumm

I just got burned by this too.  It's a little baitey-switchey, seeing as how they suddenly and quietly changed the terms of the coupons.  For months, I'd been planning on picking up some Rome 390 Bosses with this coupon, only to have my order abruptly cancelled.  It kind of sucks, but gift horse in the mouth and all that.  

So instead, I ended up having to order the 390's from elsewhere, and buying a pair of 2011 Burton Missions with my coupon so I can eBay them for cash.

It seems like the coupon should be treated like a gift certificate and not a discount code, which I imagine would exempt it from the vendor agreement.  But I also suspect that not giving away the more expensive 2012 gear to people for posting on a forum isn't an entirely undesirable consequence.


It wasn't even bait and switch.  I had the coupon code loaded, price says 30 dollars with shipping.  Put in CC info and everything then hit accept and instantly it says your 230 dollar order has been processed. 

wow.  that is pretty sketchy.  thats something they should honor and change in the future. 
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  Quote rye Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 2:04pm
Originally posted by BboyTommy

bindings coupon only good for 2011 and older binders.  did u try and check out with 2012 stuff?


but l dont get it, if you put it in the cart, applied the coupon and it showed it works (even if it was 2012) shouldnt they have something to prevent that from happening/processing
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  Quote Wilz Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 2:18pm
hmm this is something good to know about hte bindings code since i'm coming up to it soon.
 
where can i find the page that says i can't use the code for 2012 bindings?
 
let me know what happens in your case as well.
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  Quote jenni Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 2:23pm
l think if you ordered the 2012, and it goes through. the sales rep will call you and ask what you want done 
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  Quote MTpow Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 2:25pm
you might want to cancel your order since the coupon code doesn't work on 2012 cartels ;)
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  Quote Sintexo Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 2:30pm
Originally posted by Wilz

hmm this is something good to know about hte bindings code since i'm coming up to it soon.
 
where can i find the page that says i can't use the code for 2012 bindings?
 
let me know what happens in your case as well.

The only place it's written is a quote from Doug.  I forget which thread it was in.  But you can't use it on 2012 bindings.
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  Quote winn Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 2:32pm
Free Gifts:
When you reach a new level and qualify for a free gift you will be emailed a coupon. This coupon will be valid for any sale item in the qualifying category. Maximum value of free goggle is $100 Full Retail, Snowboard Binding $250 Full Retail


l guess thats the only one thats relatable? its in the more detail section
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  Quote ippollite Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 4:50pm
wait, so you put the coupon in. The cart acknowledged it, but AFTER you added your cc details and hit the button to confirm the order, it gave you an invoice listing teh normal price of the binders. 

The first thing to do is check your bank. Have TruSnow actually charged your card for the full amount?

If yes the second thing is to get off this thread and phone them up. Thats ridiculous. Its clearly a coding problem that needs fixed right away. Dont be dicking around with emails or this section (i cant remember the last time staff posted in here - probably when beth was here) just contact them direct. 




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  Quote 2zz Quote  Post ReplyReply Direct Link To This Post Posted: Oct/24/2011 at 5:46pm
same thing happened to me. i put the code in, hit apply, then submit. price was not adjusted after the order was made. used the contact service provided at the bottom of the site and got helped instantly. they had to cancel my order first.   
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  Quote dougfagel Quote  Post ReplyReply Direct Link To This Post Posted: Oct/25/2011 at 7:26am
The goal of the coupon program is to reward people for being dedicated members on the site that contribute content and make purchases.

We are sorry that the coupons may be misleading in what available products the work towards. Updates to qualifying products still need to be updated on some publications since we started selling our 2012 products. 

We are happy to handle every issue with the coupons as individual cases and will look into a possible bug in our order processing of these coupons.

It is always recommended you shop with a Credit Card over a Debit Card due to how the bank holds the money during the processing timeframe.


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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/25/2011 at 11:53am
Originally posted by ippollite

wait, so you put the coupon in. The cart acknowledged it, but AFTER you added your cc details and hit the button to confirm the order, it gave you an invoice listing teh normal price of the binders. 

The first thing to do is check your bank. Have TruSnow actually charged your card for the full amount?

If yes the second thing is to get off this thread and phone them up. Thats ridiculous. Its clearly a coding problem that needs fixed right away. Dont be dicking around with emails or this section (i cant remember the last time staff posted in here - probably when beth was here) just contact them direct. 





Tried contacting them directly and got told to email.  They have charged my card and sent the bindings.  Definite huge bug in the site.  I'm mildly annoyed at this point.  If I hadn't enjoyed so many benefits from this site I'd be royally pissed.
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  Quote dougfagel Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 6:53am
Once again, sorry for the issue. 

You will have to contact Keisha at: help@trusnow.com for help with this.

I also emailed to make sure that you are taken care of ASAP.
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 10:33am
I emailed help@trusnow.com once again.  Hopefully I get a response this time.
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  Quote Angry Midget Yo Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 11:31am
What binding model and year did you buy?  
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  Quote shredhead16 Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 11:45am
angry midget, it says above that he got 2012 burton cartels
you can win awesome prizes, just click the link below!
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  Quote Marumm Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 11:46am
Originally posted by MTpow

Originally posted by Marumm

So instead, I ended up having to order the 390's from elsewhere, and buying a pair of 2011 Burton Missions with my coupon so I can eBay them for cash.


This is not the point of the reward program.....

Well yeah.  Like I said, I wanted to use the coupon on a particular pair of bindings that I intended to use this season.  I wanted a pair of 390 Bosses, but all of a sudden my order gets cancelled and surprise,  I can only use the coupon on a small subset of bindings, none of which I have any interest in using.  So what the hell am I supposed to do with them; hang them up for Christmas decorations?

But again, gift horse in the mouth.
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  Quote Wilz Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 2:37pm

i guess we just couldn't see the fine print, or was misleading. I too was looking at 390 for the coming season, but i guess i can't get them..

 
i guess in the end, it is free stuff... so we can choose to order it or leave it. shrugs
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 2:58pm
Originally posted by Wilz

i guess we just couldn't see the fine print, or was misleading. I too was looking at 390 for the coming season, but i guess i can't get them..

 
i guess in the end, it is free stuff... so we can choose to order it or leave it. shrugs


Yeah the problem is the coupon works when you enter it with 2012 stuff.  It just then disappears when you complete your order.  They also never mention it doesn't work on 2012 stuff, so it is almost like they are trying to trick you.  Apparently it is in a thread about the discount not working any more, but burying it in a thread on a forum is not sound policy.  How about just making a couple 5 minute changes to the website to update the policy.
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 2:59pm
Originally posted by MTpow

you might want to cancel your order since the coupon code doesn't work on 2012 cartels ;)


Yeah thanks for that update, you are amazingly helpful.


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http://www.flickr.com/photos/69141985@N06/6284847578/lightbox/
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  Quote coolz Quote  Post ReplyReply Direct Link To This Post Posted: Oct/26/2011 at 3:47pm
Originally posted by BudAshes

Originally posted by Wilz

i guess we just couldn't see the fine print, or was misleading. I too was looking at 390 for the coming season, but i guess i can't get them..

 
i guess in the end, it is free stuff... so we can choose to order it or leave it. shrugs


Yeah the problem is the coupon works when you enter it with 2012 stuff.  It just then disappears when you complete your order.  They also never mention it doesn't work on 2012 stuff, so it is almost like they are trying to trick you.  Apparently it is in a thread about the discount not working any more, but burying it in a thread on a forum is not sound policy.  How about just making a couple 5 minute changes to the website to update the policy.


l understand what your saying, not everyone looks at the thread about the coupon. some people just dont notice or pay attention 24hrs a day to this forum
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  Quote Wilz Quote  Post ReplyReply Direct Link To This Post Posted: Oct/27/2011 at 2:00pm
yeah fair enough about the glitch in the system. i would also get annoyed if they charged me a higher price than i was it told me i would be charged before i purchases.
 
i remember reading a tread saying discounts not working with 2012 gear, but i guess i didn't pay enough attention to notice the free binding stuff either.
 
did you end up getting a response?
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  Quote jenni Quote  Post ReplyReply Direct Link To This Post Posted: Oct/27/2011 at 2:04pm
they should honestly give you a break and let you use the coupon. and honestly its not a discount off the price of the goods, its a TS internal coupon. 
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 7:47am
New twist here guys, I got this email from keisha:

"Hi,
 Thank you for your inquiry. We have looked up your coupon code and
it shows it was never applied to this order which means you will be
responsible for the return shipping back to us."

So despite the site error and me calling/emailing them telling them to cancel the order she wants me to pay shipping.  I replied that I would just refuse delivery if that was the case and that I wanted to talk to her manager.  We shall see what happens next.
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  Quote jenni Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:02am
You should be like " you think? If it applied correctly we wouldn't be having this conversation would we?"
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  Quote derbytownjoe Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:04am
ok, now that is a bit whack..... O.o thats just not really cool.

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  Quote VermontRider Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:06am
Totally wack. Refuse the package and/or open a credit card dispute.
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  Quote letourneau41 Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:07am
That is ridiculous that they want you to pay for shipping on their error. I think that the customer service has declined since TruSnow took over for Sierra.
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  Quote derbytownjoe Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:09am
Originally posted by VermontRider

Totally wack. Refuse the package.


yup! methinks a refusal would definately be in order!
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  Quote Sintexo Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:11am
Originally posted by letourneau41

That is ridiculous that they want you to pay for shipping on their error. I think that the customer service has declined since TruSnow took over for Sierra.

That would be because it's not sierra's customer service, it's The House's.
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  Quote panther Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:13am
Originally posted by VermontRider

Totally wack. Refuse the package and/or open a credit card dispute.

i agree with this.  if you dispute it, and you get enough negative press here on the forums, they're bound to do something for you or change something in the future.
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  Quote zakk Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:17am
Originally posted by derbytownjoe

Originally posted by VermontRider

Totally wack. Refuse the package.


yup! methinks a refusal would definately be in order!

Completely.  This is really messed up, and I hope this is just a case of someone not knowing the situation and that will soon be better trained my management on proper customer service.  
-zakk

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  Quote | | | bryman | | | Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:39am
 
Originally posted by panther

Originally posted by VermontRider

Totally wack. Refuse the package and/or open a credit card dispute.

i agree with this.  if you dispute it, and you get enough negative press here on the forums, they're bound to do something for you or change something in the future.
 
That or staff will spam you so you can't talk about it any more (per Bud's above post -- NOW QUOTED BELOW for solidarity, good idea VT -- re: return shipping . . . and probably this one if they get around to reading it).  I've been around with them on issues in the past and I'm no longer optimistic about House fixing problems
 
Originally posted by BudAshes

New twist here guys, I got this email from keisha:

"Hi,
Thank you for your inquiry. We have looked up your coupon code and
it shows it was never applied to this order which means you will be
responsible for the return shipping back to us."

So despite the site error and me calling/emailing them telling them to cancel the order she wants me to pay shipping. I replied that I would just refuse delivery if that was the case and that I wanted to talk to her manager. We shall see what happens next.
 
-b
 
EDIT: per below post, I DEFINITELY agree that Doug is AWSM and helpful.  Unfortunately, it just doesn't seem like House listens to him. 
get bent
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  Quote njironman6 Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:42am
Everybody makes mistakes even companies but still to say you have to pay return shipping is ridiculous. I feel like half the time they aren't paying attention to their own policies.

I tried to price match a snowboard here against another website which had it significantly cheaper ($130 compared to here $280) I sent them the link and everything. They responded saying that the item was not available on that site that when you tried to add it to the cart it was sold out. This was obviously incorrect seeing as I ordered the board from that site about a day after I got the email.

Overall not impressed.

However, I do respect that Doug is in here multiple times trying to help thats awesome service compared to the rest.
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  Quote VermontRider Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 8:46am
Originally posted by BudAshes

New twist here guys, I got this email from keisha:

"Hi,
 Thank you for your inquiry. We have looked up your coupon code and
it shows it was never applied to this order which means you will be
responsible for the return shipping back to us."

So despite the site error and me calling/emailing them telling them to cancel the order she wants me to pay shipping.  I replied that I would just refuse delivery if that was the case and that I wanted to talk to her manager.  We shall see what happens next.
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  Quote BudAshes Quote  Post ReplyReply Direct Link To This Post Posted: Oct/28/2011 at 9:33am
Originally posted by | | | bryman | | |

Originally posted by panther

Originally posted by VermontRider

Totally wack. Refuse the package and/or open a credit card dispute.

i agree with this.  if you dispute it, and you get enough negative press here on the forums, they're bound to do something for you or change something in the future.
 
That or staff will spam you so you can't talk about it any more (per Bud's above post -- NOW QUOTED BELOW for solidarity, good idea VT -- re: return shipping . . . and probably this one if they get around to reading it).  I've been around with them on issues in the past and I'm no longer optimistic about House fixing problems
 
Originally posted by BudAshes

New twist here guys, I got this email from keisha:

"Hi,
Thank you for your inquiry. We have looked up your coupon code and
it shows it was never applied to this order which means you will be
responsible for the return shipping back to us."

So despite the site error and me calling/emailing them telling them to cancel the order she wants me to pay shipping. I replied that I would just refuse delivery if that was the case and that I wanted to talk to her manager. We shall see what happens next.
 
-b
 
EDIT: per below post, I DEFINITELY agree that Doug is AWSM and helpful.  Unfortunately, it just doesn't seem like House listens to him. 


I doubt someone spammed that post on purpose.  They could just lock this thread and tell me to screw off.  Obviously I would then contact the BBB and refuse delivery but I have faith TruSnow will resolve this. 
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