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padawansguide in drhorribledress

DO NOT order from Pendergast. (Goggles redux)

Another edit, see the bottom of the entry. Seriously. Unbelievable.

Ok, basically the people at Pendergast are a bunch of asshats really rude people. I cannot believe how rude they were to me, and to other people who complained about the goggles.

To recap - I ordered the Dr. Horrible goggles from Pendergast, as the picture on their website is identical to the ones used in Dr. Horrible. They were $15, plus $16 shipping. Which is outrageous, but I figured if I were getting the exact ones, that was fine.

What I received in no way resembles Dr. Horrible, or the picture on their website. They are a completely different shape and color, and possibly not even made of the same material. You can see in my icon, how what the goggles are mounted on curves up in the middle. And is silver. These are a floppy green plastic and don't have the same dimensions. They are also apparently the exact same ones you can get on ebay for $5, including shipping. And the box was so light there's no way it cost them $16.


I wrote them with a picture of my goggles and the picture from their website, saying that the item I got doesn't look like the item they described on their website, and what can they do to correct this, that I wasn't happy.

My original post is here:
http://community.livejournal.com/drhorribledress/15141.html#cutid1

They wrote back tersely saying "Maggie, Send them back. Thanks, Dave." That was all.

So I wrote back saying "I would very much like to send them back. I would like a return shipping label, and I would request that my refund include the cost of shipping. The item was not as described on your website. I ordered them based on the photo you had there. I feel they were misrepresented."

Because seriously, am I supposed to spend $5 to send them back? In addition to losing the $16 on shipping? For an item not as described?

So this was the reply I got back:
"The item is exactly as described on the web site. The fact that is does not match your costume is not our responsibility."

Wow - really? It is not exactly as described on the website - not even close. I know they aren't a costume place, but really?

I told them as much - and this was their last email:

"The picture is not the description. The "description" is the written words next to the item. The item is a the newest Fibre Metal VG800-H5 welding goggle Features: - shade 5 flip up 50mm welding lens. The freight you were charged is the freight you were quoted at the time you placed your order. This is the minimum freight charge for orders up to $100. We can not special order in $15.55 goggles and ship them to you for any less. Like I wrote previously, return the goggles and your money will be refunded. Good bye."

I don't know why they have a picture then - how else am I supposed to know what kind of goggles I am getting??

I guess I will be talking to my credit card company and the BBB. I'm really annoyed at their snippy attitude. I know they aren't a costume company - but when you have a picture on your website and what you send out looks nothing like it - that seems like a problem, and not something that's my own fault. I never would have thought to ask them if the item I'm ordering will actually look like the picture of what I'm ordering. I've never had a website completely misrepresent something like that before.

The folks at Morton seem overjoyed (based on their post at DoctorHorrible.net) that people want to buy stuff from them for their costumes. Has anyone verified if they have the right goggles? Plus they have a $50 minimum, which is why I didn't initially order from them. I guess I'll have to find a group order or forget about it.

Edit 1: petranef posted a comment in my last post that Pendergast sent them this:

“Please spread the word. We are not in the costume business. We are a industrial supply company with thousands of items. We did not want these small orders and were shipping them because many of you have called and begged for them. Manufacturers are constantly upgrading and changing frame colors. This would not matter to a welder. These are not sunglasses they are for welding and you can hardly see through them. I will cancel your order. Again please spread the word that we are not interested in selling these as a costume.”

Maybe they should consider a minimum purchase amount if they aren't interested in selling single items. And it's more than a frame color - they were totally different in appearance. Seriously, in all my years in costuming, I've never gotten such a negative reaction from a seller. Or had an item so misrepresented. Again, I get they are not a costume store, but really.


Edit 2: I said that they may want to take their picture down then, as it doesn't resemble the product they are selling. This was their response. I'm just floored.

Maggie,
Again, we are an industrial supplier. I have sold 25,000 pair of those goggles to industrial users this year alone with out one complaint. I have had to take it down until this Dr. Horrible thing goes away, but in the meantime this strange Dr. Horrible thing is going to make us loose sales to real customers on this item. Please don't go away mad, just go away. Thank you


Edit 3: If they didn't want us ordering them, then why on earth did they post in the doctorhorrible.net forum, telling people that we could order from them?! It was a "Dave" who posted on the forum, and a "Dave who dealt with my emails."
http://doctorhorrible.net/sf-forum/costumes/i-must-have-those-goggles/page-2/

Comments

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So I e-mailed Pendergast about my goggles order, which hadn’t yet shipped, and I got this response:

“Please spread the word. We are not in the costume business. We are a industrial supply company with thousands of items. We did not want these small orders and were shipping them because many of you have called and begged for them. Manufacturers are constantly upgrading and changing frame colors. This would not matter to a welder. These are not sunglasses they are for welding and you can hardly see through them.
I will cancel your order.
Again please spread the word that we are not interested in selling these as a costume.”


A perfect example of how NOT to run a business!!! Kudos to Morton Safety for taking an opportunity out of left field and running with it!

It shouldn't matter to the seller what purpose a person wants the item for - all that should matter is that they sell a product, and I wish to buy that product. I am *so* pissed off right now!
It shouldn't matter to the seller what purpose a person wants the item for - all that should matter is that they sell a product, and I wish to buy that product.

That's exactly right. They were so snippy that if I were to want to order any tools or supplies, I would not give them my business. If they had been nice, they might have had a loyal customer.
I said yesterday that I felt a little sorry for the company considering that they've never dealt with a hoarde of angry costumers before. I no longer feel sorry for them. At all. I hope you find a way to get this straightened out. Good luck!
Wow, and here I thought they were a business and might want to make some money. Nice to know that's not the case. (This icon is totally used for them.)

I've been in customer service and this is not even close to the correct response. They don't want to sell them as costume pieces, fine(though, again, money is money why should they care who's buying them?), but at least be polite in saying that.

I'm incredibly sorry this has happened to so many people.
Yeah - really! Here we are paying them money, and they're unhappy. If they don't want to order the googles for people, then they should say "out of stock" and not order them. They say people begged them to order them - but I didn't beg, I just clicked a couple of buttons on their site and sent them money.

Really, though - who cares what I wanted them for - I wanted the ones in the picture on their page.
Definitely report them to the Better Business Bureau. *nods* That kind of misrepresentation can get them put out of business.
The BBB is largely pointless. It has no real enforcement powers, and is member-supported.

But complain to your credit card companies. Document it fully, and tell the CC company it was a case of fraud, and that the vendor was unwilling to refund the amount (including shipping). The credit card companies really hate having to do charge-backs, and will raise their rates to the vendor after a certain number of complaints -- and completely drop them after another number.
Oh, Maggie...I am SO sorry. That totally sucks.

I just can't imagine any company doing business like this. What are they thinking?!
Seriously - I don't get it. I've never seen a business treat people like that!
"Please don't go away mad, just go away."

Wow... I'm speechless at this. I've had some lousy transactions before, but I've never seen a company act like this. Just...wow..
I know - I'm almost speechless.

Why would they accept orders for individual pairs of goggles if they didn't want to? They don't say that they only sell in bulk on their website. It's just crazy!
I'm absolutely positive I'll be in the minority here, so please don't flame me! But I can kind've understand where this company is coming from. You are all correct in that the e-mails were terse and not at all "customer-oriented" but given the sorts of people this company is used to dealing (i.e. salt-of-the-earth type) I would imagine that this sort of "call 'em like we see 'em", "up front in your face" honesty is refreshing.

Costuming is obviously not a target niche for the company, and even if every fan ordered a pair of goggles from them, I still don't think the profit potential would equal one standard sale for them. I imagine they offer the individual sale of goggles for people who have lost theirs and need an immediate replacement. And obviously these people would not care what they looked like, as long as they performed their described function.

I agree with the e-mail. Word should be spread not to solicit their company. It sounds like it'll be the best for everyone involved!

Sorry you've had such a negative experience!
On the other hand, they actively posted in the Dr. Horrible costume forum with the ordering information - which seems to me like they gave us the go-ahead to order.

I still think they should have been responsible enough to make it obvious on that order page, that the goggles were not as pictured in shape as well as color.

And I also think they were inexcusably rude.

I do understand costuming isn't their niche and I'm sure they had no idea what they were getting into with this.
Hey Maggie - not giving you the product they pictured is wrong. And I would start hitting up the consumer complaint sites like:

http://www.my3cents.com/

and BBB - https://odr.bbb.org/odrweb/public/GetStarted.aspx
Unbelievable!

How are we making them LOSE sales?!?!? And what is a "real customer?"
Has anyone actually ordered from Morton and received the proper goggles? The day I realized that people had discovered "THE Goggles", Every site that offered them was crashed...and all of them had the same error message up. It appears that at least several of the sites that come up when you google "Fibre Metal VG800-H5" are the same actual site with different names...I wouldn't be totally shocked if Morton was actually Pendergast.

As for the companies' reply...it was obvious that the goggles you received were NOT the Fibre Metal VG800-H5s... Granted, this may not matter to a welder, but they clearly knew you were buying them as a fan, they should have warned you they were shipping an alternate product.
I wouldn't be shocked except the Morton guy seemed overjoyed to be involved. Here is their post on the doctorhorrible.net costume page:

Hello Horribleist…
This is Allen Bergles, General Manager of Morton Safety. We are honored to be the site of choice to honor Dr. Horrible. We are putting together a deal and we are going to be giving a discount when you purchase the whole costume. Goggles, Boots, Lab Coat and Black Gloves. We have not determinded the exact amount but it will be there by morning 7-24-08.

Thank you all for your interest
Allen Bergles
General Manager
Morton Safety
report them to the BBB. that is rediculous. and if you write back I would mention that many costumers weld and the fact they acted like that, (basically telling costumers to f***off) then since you have two well known websites where pele go to find info about how to make, buy, or get supplies for costuming, you will be posting hw they acted. (I woudl of course add some smartass remark about not going away angry but just goign away.) also yes talk to your CC company see if you can get a refund.
A post of this entire debacle on bad_service wouldn't go awry, either.

Shame that they are so narrow minded.

Edited at 2008-07-31 04:33 pm (UTC)
If they don't wana supply us, why dont' they just say, minimum order 25 then one person can buy them and resell them to us?
Yeah, they could resell goggles that are the wrong ones. :/
I'd love to join in on a group order! Do you know if anyone has confirmed that Morton is selling the correct goggles? I'd hate to have to go through another Pendergast debacle..
Dear lord...I am absolutely floored at the rudeness, the arrogance, and the downright judgment toward costumers in general. "This strange Doctor Horrible thing" just drips with loathing for fandom everywhere. Assholes!
I'm assuming you're just forwarding the message from Allen, but if they're still the same type, just different color, then that's still awesome.
Just received an updated order from Pendergast with the following:

Dear Customer, We are getting emails that the goggles do not match the photo. If this is the case and you would like to return you may do so for a full refund. You may send UPS collect on UPS acct # 165-865 Thank you Bob Customer Service
If they didn't want us ordering them, then why on earth did they post in the doctorhorrible.net forum, telling people that we could order from them?! It was a "Dave" who posted on the forum, and a "Dave" who dealt with my emails.

NICE! Wow. Did you bring that up to him or have you let it go? Because this guy's just an asshole. o_O
"Dave" had this to say over on Doctorhorrible.net:

Dear Dr. Horrible fans. We posted these on this site because we were getting to many phone calls and hoped to direct people directly to the web site to order. We did not realize the goggles shipped into us from the manufacturer did not match the picture and were needed to match a costume.
Normally in our business this does not matter, they are for welding.
You may send them back for a full refund. We only shipped 21 pair before this matter was caught. Since than we have been getting very nasty phone callsfrom the fans of this site.
Anyone that purchased these goggles may send back for a full refund as explained in the many angry emails we have been getting.
Thanks
Dave
Sys administrator
Pendergast
Wow, they've been getting nasty phone calls? And after they send out such NICE & POLITE emails to people...! ~shocker~

Asshats.
Wow. Way to suck hardcore, Pendergast. And way to go Morton!! :D

Also, much love to everyone here at this LJ comm 'cause I don't know what I'd do about my fiance's desired Dr. Horrible costume without you all. *Hugs*
That's horrible - and not in a Dr. Horrible good kinda way!

There is no excuse to act/talk to a customer in that fashion.

strange Dr. Horrible thing is going to make us loose sales to real customers on this item

As if to say the people purchasing these products aren't real customers shelling out money towards this company for an item.

You should totally report them to BBB!
I'm more shocked at his closing than that line...

Although he is also suggesting that somehow, the picture they have now (of the green goggles they ARE selling) will deter customers that he consider "real".

Honestly, I think telling someone to go away is just unprofessional in general. Yes, he was getting angry emails and angry phone calls. That's OUR fault, and people should know that being angry won't get you want you want... usually people are more willing to work with you if you are courteous because it's an obvious mistake. BUT because he got angry emails no way makes it okay to talk to a customer in that fashion.
Those look good - can we verify if we order that we'll get what's in that picture?!
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