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]

Originally Posted by 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.

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]

Originally Posted by mark775

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.




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]

Originally Posted by usa marine

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]

Originally Posted by usa marine

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.