USA Marine Windows (shipping costs)

[TripleCrownNC]

I worked the USA Marine windows for new cabin windows for my boat. I designed the pattern and after much back and forth, both by phone and e mail we agreed to the design. The day of the order I was on the phone with them going over every detail.

Delivery time is 3 weeks

Custom frame design is this $
The glass is this $
The powder coat is this $
The packing is this $

The final number was $710. All inclusive. Payment made in full that day.

So after the three weeks I start asking for updates. Delay this, delay that. Glass cutters not working, etc. I did not wig out about it because TC is being rewired right now so it didn't really bother me.

So after 6 weeks pass I get notified they have shipped. The shipping company calls my office and says they have a package for me, I must sign for, and by the way, bring your $122 for shipping, COD.

I let the fabricator know I was unhappy about this and he intentionally mis lead me. I would have never agreed to an additional $122 for the windows. All inclusive to me means on my door step, done.

Not to them. I feel ripped off, I believe he just pulled another chunk of change out of my ass knowing all along it was in the plan. Sorry, but I am very upset about it

He was not apologetic, told me to 'get real'. I wrote an e mail telling him I wanted him to rescind the charge, if he didn't I would post my experience on line.

So I guess I am wrong for believing I paid premium money and I would get premium service. That means to me don't jack me around and honest with me.

I am not a mean person and I trust people to be honest with me, and sometimes it burns me.

[usa marine]

Sorry to hear that! But USA Marine Has A great Product! and if you purchased from them you should know.

USA Marine makes it clear , customer pays shipping charges!. the problem is USA marine values what they fabricate for you. UPS would have torn that crate and most likely broken your windows!.

That is why USA MARINES method of shipping is best!. They Take care of your item. and Guaranteed to arrive safely. Cost is not an issue when you are repairing a $ 60k- boat. so do not be discouraged, it is the quality and craftsmanship they provide. Allways the customer should feel that they are no#1 priority.

Also They have tried contacting your prior to shipping, but you kept answering behind a keyboard!. Do Realize that USA Marine Cares about its customers and take pride and joy when they fabricate something for your boat. If We say 3- to 4weeks, Well it does not hurt to wait an extra week or two, if your boat is woth so much money ,it is our priority to give you an oustanding product. and Custom MAde.

thanks to all of you and we hope to continue giving you oustanding service.
Guill
USA Marine Windows Mfg Inc.
954-987-7707

[usa marine]

I worked the USA Marine windows for new cabin windows for my boat. I designed the pattern and after much back and forth, both by phone and e mail we agreed to the design. The day of the order I was on the phone with them going over every detail.

Delivery time is 3 weeks

Custom frame design is this $
The glass is this $
The powder coat is this $
The packing is this $

The final number was $710. All inclusive. Payment made in full that day.

So after the three weeks I start asking for updates. Delay this, delay that. Glass cutters not working, etc. I did not wig out about it because TC is being rewired right now so it didn't really bother me.

So after 6 weeks pass I get notified they have shipped. The shipping company calls my office and says they have a package for me, I must sign for, and by the way, bring your $122 for shipping, COD.

I let the fabricator know I was unhappy about this and he intentionally mis lead me. I would have never agreed to an additional $122 for the windows. All inclusive to me means on my door step, done.

Not to them. I feel ripped off, I believe he just pulled another chunk of change out of my ass knowing all along it was in the plan. Sorry, but I am very upset about it

He was not apologetic, told me to 'get real'. I wrote an e mail telling him I wanted him to rescind the charge, if he didn't I would post my experience on line.

So I guess I am wrong for believing I paid premium money and I would get premium service. That means to me don't jack me around and honest with me.

I am not a mean person and I trust people to be honest with me, and sometimes it burns me.

But I did Get an Excellent Product.
Thank you USA MArine

[pkoken]

I find the responses from USA Marine a bit bizarre. But the bit about cost not being an issue on a 60k boat certainly made me chuckle!

[kroberts]

TripleCrown,

Try this: http://www.ftc.gov/bcp/consumer.shtm

USA Marine,

I also find your posts to be bizarre. Especially the second one where you try to pretend to be a happy customer, which has just made me decide to never get anything from you no matter how good your product is.

The part about speaking in the third person is just a bit creepy.

This is probably just a customer not realising there is an extra charge, and being cranky about it. However, you guys need to understand that this is the ultimate advertising for a manufacturer and distributor. The way you deal with customers on a forum is visible to the entire planet.

Online public support has helped me choose vendors for nearly everything I spend a significant amount of money on. A support representative who handles the complaint well stands a good chance to make money from me when my turn comes around. A rep who handles complaints poorly will probably never do business with me.

[usa marine]

I you want to really clear things up we can Put this Customers Invoice online and you can see for yourselves it clearly states customer pays shipping charges. We believe there is nothing wrong with that.

We stand By what we Supply!

Thanks
Guill.

[TripleCrownNC]

I get to see the invoice for the first time after I pay the hidden costs. You mislead me, you deceived me, you were not honest, and you never described I was looking at and additional 20% for shipping. You knew I would have not gone ahead so you kept it quite.

You got your sale, but I am sure you just lost many more. In my opinion, you made a mistake here by not compromising with me here when you had the chance. I gave you your chance and a day and a half to think about it, but you didn’t do the right thing.

The reaction has been the same over several forums. No matter how good YOU think your product is, when you take advantage of your customers you will loose in the end.

[mark775]

That second post of their's says it all - weird that they would try and pull THAT off...whatever it is they're trying to pull off. COD sucks but shipping should have been addressed by both parties beforehand.
Anybody who has money to spend on refurbishing a sixty thousand dollar yacht can AFFORD a little shipping charge!

[Luckless]

Anybody who has money to spend on refurbishing a sixty thousand dollar yacht can AFFORD a little shipping charge!

That is really messed up logic.

If you can afford $10, clearly you could afford $11,... and if you can afford $11, $12 isn't that hard either.... Following such 'logic' if you can afford $10, then $100 000 000 shouldn't be a problem either, you just keep adding an extra dollar to it after all, and a dollar is easy enough to come up with.

:confused:


So, just where in the website does it 'clearly state' that client pays additional shipping fees?

[pkoken]

I couldn't find much on the USA Marine website detailing costs. Please post links to the price breakdowns if they are indeed there.

[mark775]

...just so you know... I wasn't being sarcastic, or anything, luckless.

[blaze_125]

Also They have tried contacting your prior to shipping, but you kept answering behind a keyboard!.

Welcome to 2009.
Companies I first make contact with through email loose my business as soon as they call me. I'm a geek, I hate phones. I have a phone cause I have too but I simply hate talking on the phone, I can't stand it. Welcome to 2009, a moment in time where alot of business is conducted online from start to finish. You can't be held accountable for what you say on the phone. But you are accountable for what you write in an email.

[usa marine]

visit the site it does clearly state that customer Pays shipping cost.

go under CONTACTS AND DISCLOSURE.

[blaze_125]

visit the site it does clearly state that customer Pays shipping cost.

go under CONTACTS AND DISCLOSURE.

CRATING FOR SHIPMENT: We will crate all products for shipping. Their is additional charge for crating and you pay all shipping charges.
Still weird the guy wasn't aware of how much it would cost to ship that thing.
You can do business the way you want to, but heck... shipping $ is usually the first thing people ask for when dealing over the internet.

[kroberts]

Yes, it does.

However, when a company says "all inclusive" or "total" the shipping is traditionally either included or mentioned as a separate line item on the invoice saying "shipping not included." Again, this is BEFORE the guy pays and usually before the order is processed, if those things don't happen at the same time.

Either way, the responses you have made on this thread are unprofessional, and post #3 is just downright creepy.

[usa marine]

Listen to all of you. We are not here to Take Any money from anybody!
We have been in business over 30-yrs. This Is first time we ecounter a problem with a Customer who is unhappy with the shipping Charges.

We will say by all means that if he is not happy we will REFUND his money back and we can take our custom Product , and resell it!. No other Co. Would do such a thing on a custom product that will sit in the shelf for how Long?

We are Proffesionals and we enjoy extending our hand to our Customers ,especially when they have technical questions, and need help on how to measure a window or door. We are here to give a good service and outstanding Quality.

Thank you kindly
Guill
USA Marine Windows Mfg inc.:)

[usa marine]

Listen to all of you. We are not here to Take Any money from anybody!
We have been in business over 30-yrs. This Is first time we ecounter a problem with a Customer who is unhappy with the shipping Charges.

We will say by all means that if he is not happy we will REFUND his money back and we can take our custom Product , and resell it!. No other Co. Would do such a thing on a custom product that will sit in the shelf for how Long?

We are Proffesionals and we enjoy extending our hand to our Customers ,especially when they have technical questions, and need help on how to measure a window or door. We are here to give a good service and outstanding Quality.

Thank you kindly
Guill
USA Marine Windows Mfg inc.:)

[usa marine]

Thank you for Looking at the site!

--------------------------------------------------------------------------------

Listen to all of you. We are not here to Take Any money from anybody!
We have been in business over 30-yrs. This Is first time we ecounter a problem with a Customer who is unhappy with the shipping Charges.

We will say by all means that if he is not happy we will REFUND his money back and we can take our custom Product , and resell it!. No other Co. Would do such a thing on a custom product that will sit in the shelf for how Long?

We are Proffesionals and we enjoy extending our hand to our Customers ,especially when they have technical questions, and need help on how to measure a window or door. We are here to give a good service and outstanding Quality.

Thank you kindly
Guill
USA Marine Windows Mfg inc.

[Boston]

having been a contractor my whole life I can assure you I have bumped into this issue with a customer before
even though I felt I made it clear that shipping is not included
how I handled it depends of how much of a pain in the ass the customer is and if he sounds like he/she sincerely didnt know about the shipping charges
but the vast majority of the time
I covered the shipping for them just to keep a happy customer
hell
I covered a $7,000 + shipping cost once
so my basic principal in this regard is
eat it
and you customer will probably be your pall for life
bother making a big deal over peanuts and your going to end up in a situation like this

my bet is this guy may have been given notification of the additional charges for shipping but not have read it or realized it was his responsibility

you made an error in not eating the charge USA marine
no mater how good the product is
you just pissed off a customer
my two cents

schooner windows and doors
B

[kroberts]

If you look at my original post on this thread, repeated below, my real objection with this situation is the way in which the vendor responded to the complaint on this forum.

The FTC web site is where consumers can file complaints. It's the best way to handle this if it can't be handled between the vendor and the customer. The FTC does not just blindly take the customer's side, they look at the complaint and see if there is a valid gripe.

I also think this is just a situation where the customer either didn't clearly understand that the shipping charges were extra, or where he knew but didn't want to pay it. It's not automatically the vendor's fault, and unfortunately there is not really good way to know from the outside since we have not seen or heard the entire dialogue. That's what the FTC is for.

In the favour of USA Marine, the information about shipping IS stated in the section mentioned. Also, they are not a dot-com (you can't order directly from the site) so it's harder to be sure the customer understands that shipping is extra.

Which gets us back to the vendor's freaky posts. You guys definitely need to train on that sort of thing, especially when it's visible on a forum.


TripleCrown,

Try this: http://www.ftc.gov/bcp/consumer.shtm

USA Marine,

I also find your posts to be bizarre. Especially the second one where you try to pretend to be a happy customer, which has just made me decide to never get anything from you no matter how good your product is.

The part about speaking in the third person is just a bit creepy.

This is probably just a customer not realising there is an extra charge, and being cranky about it. However, you guys need to understand that this is the ultimate advertising for a manufacturer and distributor. The way you deal with customers on a forum is visible to the entire planet.

Online public support has helped me choose vendors for nearly everything I spend a significant amount of money on. A support representative who handles the complaint well stands a good chance to make money from me when my turn comes around. A rep who handles complaints poorly will probably never do business with me.

[angler marine]

We have dealt with this Co. and many of our compettitors have dealt with them also.

I believe their was a misunderstanding between USA Marine and that customer!

They provide excellent service, and products.
and one thing they sure do is pack all their items really good.
It is a shame that some customers have come to this.

all of this is unprofessional, and givng advise of the trade commission is obscurd.

You need to really get stop all that ridiculous posting and do something good for the boating forum.

Chris
Angler Advanced Marine

[TripleCrownNC]

Guill, when you are on the phone with a customer and outlining all of the costs, reach a value, and tell them that is the all inclusive cost, and take their payment right then and there, that should be it. If there are additional charges you tell them BEFORE they pay you and how much it is going to be.

The very first time I heard about shipping charges is when the distribution center called me. Nothing ever from you.

That was mistake 1

Mistake 2 is not recognizing mistake 1 when I brought it to your attention and meeting me half way on it. I called you, the shipping company called you, and I clearly outlined my displeasure in an e mail, that you read on the spot.

I don’t feel I bashed you, I just described what happened.

I am not filing any complaints.

I am no longer upset about it, and I take a lesson from it. You should too. I still think you should make some concession for your part in this and not leave it all on me.

I received on my door step some custom electronics this week (that cost more than your windows so we are not talking peanuts) that I handled the same way and there were zero surprises.

All of this could have been avoided if you met me half way and you turned down the chance.

I have not mentioned your product. I am pleased with it and would have much rather taken that position and proped you up than all of this.

[usa marine]

I tell You What ! We will Credit your Account for Shipping Purposes, and we will maintain a good relationship, and will allways make sure we are clear on shipping charges. I believe We will meet you $ 65.00 is what you payed, so we will credit you. Since you did like the product and are happy with it we will work it out with you.

O.k god bless and have a happy week.

Thanks
Guill
USA Marine Windows Mfg Inc.

[blaze_125]

I tell You What ! We will Credit your Account for Shipping Purposes, and we will maintain a good relationship, and will allways make sure we are clear on shipping charges. I believe We will meet you $ 65.00 is what you payed, so we will credit you. Since you did like the product and are happy with it we will work it out with you.

O.k god bless and have a happy week.

Thanks
Guill
USA Marine Windows Mfg Inc.

And they lived happy ever after :)

[TripleCrownNC]

That is all I asked for, issue resolved, thanks

[TripleCrownNC]

Just to cap it, the windows have been installed and they look very nice. I think each of us learned a little something. According to Guill a computer glitch prevented me from seeing the invoice before it was too late. He has made up the difference and all is well.

[mydauphin]

Hey USA, now that you refunded money for shipping - can you give a quote on some windows. Lets start with door windows. 2 x 2 ... How thick do you recommend?? I also need some three pieces of 4x8.

Thanks