Difficulty with Prymaxe

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#41
The thing with Prymaxe is they don't really handle returns or refunds well. Don't order from them if it is something you just want to try out and maybe return or if it is something with a volatile stock situation where they can't give you a shipping estimate.

American companies are typically pretty cautious about dealing with people in Russia. My guess is the location did play into it although it shouldn't have considering nothing was ever shipped.
 
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#42
ole Jason said:
The thing with Prymaxe is they don't really handle returns or refunds well. Don't order from them if it is something you just want to try out and maybe return or if it is something with a volatile stock situation where they can't give you a shipping estimate.

American companies are typically pretty cautious about dealing with people in Russia. My guess is the location did play into it although it shouldn't have considering nothing was ever shipped.
Click to expand...

Well, nothing was ever shipped as you say, I had to double pay and wait for 2 weeks to get that back.
On reverb.com, I have shopped from Macdaddy Music and the Guitar Store which are both in USA and everything was perfect, much better than I expected, especially with shipment and delivery.
 
#43
DarkArchitect said:
Well, nothing was ever shipped as you say, I had to double pay and wait for 2 weeks to get that back.
On reverb.com, I have shopped from Macdaddy Music and the Guitar Store which are both in USA and everything was perfect, much better than I expected, especially with shipment and delivery.
Click to expand...
Reverb has good programmers and oversight. I imagine Prymax as being a long tall bench with five or six drone workers in front of the messiest warehouse you have ever seen and they are using an inhouse radio walkie-talkie with a lot of squawking sounds so they have to guess what the clerk is asking. Then they throw it all on a shoot that takes it to the mail room, problem over. There is steam everywhere but there is no reason for it, just atmosphere. In a back room there is a team that makes up sales codes that aren't connected to anything either. It's all manual, levers and cranks.
 
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#44
I’ve also had problems with this company. I ordered a pedal only to find it was defective. No big deal, it happens sometimes. Do I called them up and let them
Know the pedal was defective and I wanted to exchange it for a working one. Well, pedal goes back, couple weeks pass, and nothing. So when I call up to ask about the situation, they say they have no record I wanted to exchange the pedal for a working one. Okay fine, annoying but whatever, just send me a new pedal (all this time my $ is still in their till). Well, they sent out a pedal... they sent me the same defective pedal that they sent me the first time. Customer service was a joke, no one seemed to care about the situation and it was a hassle to get my money back but I did eventually. That was the last time I’ve ordered from them, and will remain the last.
 
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#45
That's unfortunate. I have shopped from Prymaxe for years. They've always got great deals on gear with their perpetual discount offers. I have bought and returned I don't know how many pedals over the past five years. I've only ever had one issue where I returned a pedal and I realized about a month later that they never refunded me. I emailed Steve and he apologized and fixed it right away. He has, however, threatened to put me on "all sales final" status with the number of items that I have returned, which I didn't realize was a thing. But money talks. I, like most others, will go where I can get what I want for the best price, and 9 times out of 10 that is Prymaxe.
 
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#46
tripp2k said:
What exactly do YOU gain from posting this? I and others have had acceptable experiences with this retailer. Some haven't. Stuff like this happens thousands of times everyday in the global retail industry. It's a hassle and you have to expend some energy to see it through. What makes your situation so special? Finally, stop buying from them although I bet they will likely refuse any future orders from you first. Some customers aren't worth the $10 they make off a sale.

Chin up, bro. It will get sorted out with some patience.
Click to expand...
He gained his refund, finally. Seems pretty obvious to me.
 
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#48
DarkArchitect said:
You missed that I had to learn this, them not having the pedal that they sold me and got the payment for, myself after 2 days when there was no information about shipment, by going on live chat to be told that they "ran" out of it :)
Click to expand...

DarkArchitect said:
Also you missed that the refund that they confirmed to make on 12/01/2018, they later denied doing and only did on 15/01/2018 @cdwthunderfoot
Click to expand...

All of this was addressed In my post, I missed nothing. As soon as you made them aware of your problem, you got your refund within the time line specified in company's policy.
 
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#49
DarkArchitect said:
As can be seen from some replies, banging your bass against your head may cause serious loss of intellect, so do not try this at home, nor on stage :)
Click to expand...

if you are looking for a bunch of strangers to wholeheartedly agree with your opinion posting on public forums isn't the right move. people are offering their opinions/viewpoints because that is how these things work. getting defensive or agitated that everyone isn't agreeing with you comes off as lame. maybe next time just stick with complaining to your parents/friends as they will most likely just agree with you and you wont have to start insulting people.
 
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#50
Starting "thus company sucks" threads usually ends up with a lot of people posting how they've had great experiences and serves as an advertisement for the company rather than causing people to avoid the company.
 
#51
I am not expecting anyone to agree with me, quite the opposite, I am happy to know that the opposite view, in whatever form it is, also exists.
I am also not aiming to make any positive or negative advertisement, so I do not care how it ends for any company mentioned here.
I just share here my experience with them, and anyone can take what they want from such experience, free of charge.
All have their own will to decide and to shop from wherever they want, no insistence on anyone to choose this or that company.

To make things clear once more for all :)
 
#52
Hello, Lauren from Prymaxe here.

First of all, I am very sorry about the oversold product. That is definitely our fault and I know that it sucks when things like that happen, but it is a rare occurrence and we do try our best to make it up to you. If any of our employees treated you rudely during this process, please PM me letting me know who it was and what they said and I promise I will take care of it right away.

It looks like the cancellation request was placed a couple hours before closing Friday, and it was cancelled shortly after we opened Monday. I know this is technically a couple of days because of the weekend, but as far as business hours goes this was only a few hours. All cancellations have to be done by our warehouse manager to ensure nothing cancelled gets shipped out by mistake. That is why the CS rep couldn't cancel immediately, but he did put the request through and it was cancelled early Monday by the warehouse manager.

The money left our account immediately when we cancelled your order. I apologize that your bank took so long to get it back to you, but please understand there really was nothing we could do about that. I assume it has something to do with you being an international customer paying with a credit card, but I assure you we were not holding onto your money.

I know you see there are 12 other 1-star reviews for us, but please realize that is over the course of several years, and isn't even 1% of our total reviews (not to mention that people are way more likely to be vocal about it when they have a negative experience than when they have a positive one, so there are a lot more positive transactions that just didn't get reviewed). We have shipped hundreds of thousands of packages over the last 8.5 years, and with us being human, yes, a few mistakes will happen. I am sorry that you were one of the few unfortunate people that this happened to, but please have the understanding that we did everything we could on our end and it was just the bank that decided to hold onto your money for so long.

As for your other package, you ordered Friday after our shipping cutoff, and it went out on Monday. I see it passed through customs this weekend, so you should have it soon. I apologize for the wait, but this actually isn't too long for a USPS First Class International package. Sometimes they can take several weeks. Keep us posted if you do not receive it soon.

I understand that this is not a 5-star experience, so I don't expect you to rate us 5-stars. But please meet me halfway and recognize while we did make a mistake with the pedal being oversold, we did process your refund and ship out your package the following business day and unfortunately the delivery time and refund time were out of our control. If you could maybe update your review to 2 or 3 stars and post a revision about the refund and delivery time, it would be greatly appreciated. We are a small, family owned business and take every review very seriously. We are not some large corporation that doesn't care about their customers.

We have the pedal back here now. We didn't put them in stock yet. If you want one, I'll set one aside for you and honor the 26% discount (I would offer to go more, but that is literally the best discount the margins will allow). Just send me a PM if you're interested and I'll take care of you right away.

Let me know if there's anything else I can do for you.

- Lauren
 
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#53
Prymaxe said:
Hello, Lauren from Prymaxe here.

First of all, I am very sorry about the oversold product. That is definitely our fault and I know that it sucks when things like that happen, but it is a rare occurrence and we do try our best to make it up to you. If any of our employees treated you rudely during this process, please PM me letting me know who it was and what they said and I promise I will take care of it right away.

It looks like the cancellation request was placed a couple hours before closing Friday, and it was cancelled shortly after we opened Monday. I know this is technically a couple of days because of the weekend, but as far as business hours goes this was only a few hours. All cancellations have to be done by our warehouse manager to ensure nothing cancelled gets shipped out by mistake. That is why the CS rep couldn't cancel immediately, but he did put the request through and it was cancelled early Monday by the warehouse manager.

The money left our account immediately when we cancelled your order. I apologize that your bank took so long to get it back to you, but please understand there really was nothing we could do about that. I assume it has something to do with you being an international customer paying with a credit card, but I assure you we were not holding onto your money.

I know you see there are 12 other 1-star reviews for us, but please realize that is over the course of several years, and isn't even 1% of our total reviews (not to mention that people are way more likely to be vocal about it when they have a negative experience than when they have a positive one, so there are a lot more positive transactions that just didn't get reviewed). We have shipped hundreds of thousands of packages over the last 8.5 years, and with us being human, yes, a few mistakes will happen. I am sorry that you were one of the few unfortunate people that this happened to, but please have the understanding that we did everything we could on our end and it was just the bank that decided to hold onto your money for so long.

As for your other package, you ordered Friday after our shipping cutoff, and it went out on Monday. I see it passed through customs this weekend, so you should have it soon. I apologize for the wait, but this actually isn't too long for a USPS First Class International package. Sometimes they can take several weeks. Keep us posted if you do not receive it soon.

I understand that this is not a 5-star experience, so I don't expect you to rate us 5-stars. But please meet me halfway and recognize while we did make a mistake with the pedal being oversold, we did process your refund and ship out your package the following business day and unfortunately the delivery time and refund time were out of our control. If you could maybe update your review to 2 or 3 stars and post a revision about the refund and delivery time, it would be greatly appreciated. We are a small, family owned business and take every review very seriously. We are not some large corporation that doesn't care about their customers.

We have the pedal back here now. We didn't put them in stock yet. If you want one, I'll set one aside for you and honor the 26% discount (I would offer to go more, but that is literally the best discount the margins will allow). Just send me a PM if you're interested and I'll take care of you right away.

Let me know if there's anything else I can do for you.

- Lauren
Click to expand...

Lauren, thank you for your detailed reply, very much appreciated. I know it has nothing to do with you personally nor Steve himself but a general hassle caused by a new employee. I have talked to you and Steve personally, several times in live chat and through e-mail and things have happened just as they have happened.

While I believe that maybe I am doomed and this has happened to me because of that, the experiences shared by some other members in this post, tells me otherwise. This is not an issue that can be explained only by me being an international customer as several other members of Talkbass living in USA have pointed here similar experiences, while some have not and they were happy. We give some conclusions about any person or company based on our experiences with them and I had a very positive opinion about Prymaxe in my first time shopping with you and had to live this hassle for 2 weeks at the second time which has totally made me change my opinion.

And no thanks, when I say a word I always mean it, neither 26% nor free, I do not need that pedal.

Thanks,
 
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#55
DarkArchitect said:
Lauren, thank you for your detailed reply, very much appreciated. I know it has nothing to do with you personally nor Steve himself but a general hassle caused by a new employee. I have talked to you and Steve personally, several times in live chat and through e-mail and things have happened just as they have happened.

While I believe that maybe I am doomed and this has happened to me because of that, the experiences shared by some other members in this post, tells me otherwise. This is not an issue that can be explained only by me being an international customer as several other members of Talkbass living in USA have pointed here similar experiences, while some have not and they were happy. We give some conclusions about any person or company based on our experiences with them and I had a very positive opinion about Prymaxe in my first time shopping with you and had to live this hassle for 2 weeks at the second time which has totally made me change my opinion.

And no thanks, when I say a word I always mean it, neither 26% nor free, I do not need that pedal.

Thanks,
Click to expand...
Don't worry, that guy has been let go. We won't stand for incompetent employees.

When I referred to you being an international customer, I meant that is why it took so long for your bank to refund you and for you to receive your package (although it's only been 9 days since we shipped your package and being USPS First Class, that actually isn't too long). I didn't mean it as an excuse as to why the pedal oversold. but please understand the bank refunding you was out of our control -- as I said, the money left our account the second we cancelled your order on Monday morning.
 
#57
DarkArchitect said:
Dear TB ers,

I think it's my sole duty to let you know the hassle I have been given by Prymaxe in order that you do not experience the same thing in case you decide to shop from them. Here is the Google Customer Reviews, 13 such reviews to give them just 1 star, the latest one on 23rd January 2018 is mine, so that you know the whole story:

https://www.google.com/shopping/customerreviews/merchantreviews?q=prymaxe.com&sr=1

As such cases has occurred 12 times before and has not been dealt with, they have occurred once more for me, which is the reason of this post so that at least they do not happen for 14th time for TB members.

They have no control over their inventory, and they may just tell you that the product, let's say a pedal that you thought to have bought, is not in their inventory, or they have simply "ran' out of that pedal which you have already paid them. This, of course, you will only learn if you contact them yourself. There is no information provided from them when they realize such problem.

Moreover, to solve such a problem, they suggest you to give a refund in a short time like 1-2 hours, and make a new payment, which does sound quite silly as well. I probably should not have agreed to this, but as the first time I have shopped with them things went OK, I saw no reason to worry about.. I chat before I buy, not afters.
Now, 14 days has passed from the initial payment which they confirm as refunded, and I still did not receive this amount in my bank account. I have contacted them at least 10 times, through live chat and e-mails, only to receive excuses like they have no control over how fast the refunds are made. They just ignore the customer, and drag their feet to make the refund, which you happen to find like 5 days later after contacting them, to learn that they have still not processed it. Then you never receive those funds anyway. The amount in question for me is $597.61 which is not a small amount for me, and probably for many members of TB. They could have easily solved this issue by an PayPal payment upon an invoice and then cancelling that refund that never comes.

So I can show further proof of their incompetence, in case anyone is interested.

Latest, I would like to say that I have filed complaints to proper organizations which I hope will look into this matter carefully.

Hoping for safer deals for all of you,
Click to expand...
That sounds annoying!!

I have bought a few things from them No issues as yet.
But...Most of the time I buy after I have checked any give item is in store .
I chat before, not after I buy.
 
#58
Prymaxe said:
Hello, Lauren from Prymaxe here.

First of all, I am very sorry about the oversold product. That is definitely our fault and I know that it sucks when things like that happen, but it is a rare occurrence and we do try our best to make it up to you. If any of our employees treated you rudely during this process, please PM me letting me know who it was and what they said and I promise I will take care of it right away.

It looks like the cancellation request was placed a couple hours before closing Friday, and it was cancelled shortly after we opened Monday. I know this is technically a couple of days because of the weekend, but as far as business hours goes this was only a few hours. All cancellations have to be done by our warehouse manager to ensure nothing cancelled gets shipped out by mistake. That is why the CS rep couldn't cancel immediately, but he did put the request through and it was cancelled early Monday by the warehouse manager.

The money left our account immediately when we cancelled your order. I apologize that your bank took so long to get it back to you, but please understand there really was nothing we could do about that. I assume it has something to do with you being an international customer paying with a credit card, but I assure you we were not holding onto your money.

I know you see there are 12 other 1-star reviews for us, but please realize that is over the course of several years, and isn't even 1% of our total reviews (not to mention that people are way more likely to be vocal about it when they have a negative experience than when they have a positive one, so there are a lot more positive transactions that just didn't get reviewed). We have shipped hundreds of thousands of packages over the last 8.5 years, and with us being human, yes, a few mistakes will happen. I am sorry that you were one of the few unfortunate people that this happened to, but please have the understanding that we did everything we could on our end and it was just the bank that decided to hold onto your money for so long.

As for your other package, you ordered Friday after our shipping cutoff, and it went out on Monday. I see it passed through customs this weekend, so you should have it soon. I apologize for the wait, but this actually isn't too long for a USPS First Class International package. Sometimes they can take several weeks. Keep us posted if you do not receive it soon.

I understand that this is not a 5-star experience, so I don't expect you to rate us 5-stars. But please meet me halfway and recognize while we did make a mistake with the pedal being oversold, we did process your refund and ship out your package the following business day and unfortunately the delivery time and refund time were out of our control. If you could maybe update your review to 2 or 3 stars and post a revision about the refund and delivery time, it would be greatly appreciated. We are a small, family owned business and take every review very seriously. We are not some large corporation that doesn't care about their customers.

We have the pedal back here now. We didn't put them in stock yet. If you want one, I'll set one aside for you and honor the 26% discount (I would offer to go more, but that is literally the best discount the margins will allow). Just send me a PM if you're interested and I'll take care of you right away.

Let me know if there's anything else I can do for you.

- Lauren
Click to expand...

your response goes above and beyond. nothing but positive experiences with your company and you are the first place I look at when looking for a new pedal. almost 2k reviews and trending at 4.9 out of 5. good job!
 
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