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The Bus Depot
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Busdepot
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Joined: March 24, 2004
Posts: 1159

Busdepot is offline 

PostPosted: Thu Jul 25, 2019 11:11 am    Post subject: Re: The Bus Depot Reply with quote

Quote:
I think they should have handle it a bit better. Trying to be as fair as possible here. What do you think?

Well, as the owner of the Bus Depot, I think it could have been handled a bit better.

There is no way we could have prevented the initial problem (the brake shoe adjuster arms mounted backwards). Since previous shipments were correct, there was no reason to open the boxes and check. Turns out the whole new batch is wrong, so we've sent them all back and pulled them from our site. Fortunately only a couple went out. Since we could not exchange them for other similar ones (they're all bad), we offered a full credit toward our better European made shoes, plus free shipping on the replacements.

However, the employee who handled the exchange did not mark the replacement shoes for expedited shipping, which is why they didn't ship next-day and went out Priority Mail instead of Fedex. This is also why when you spoke to Shelby she didn't see anything about it being an expedited order. I will have a word with him about that. He is a 20+ year employee and is usually pretty fastidious.

The shoes are already en route and will be there in a couple of days. By way of apology, we are also issuing a $10 store credit toward your next order. We're also not going to ask you to send back the old shoes, so you won't have to deal with return shipping, and if you can reverse the arms and rivet/bolt them back on you'll have a spare set. I am sorry for the inconvenience that you experienced.
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- Ron Salmon
The Bus Depot
www.busdepot.com
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westina
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Joined: October 01, 2017
Posts: 358
Location: Beacon/NY
westina is offline 

PostPosted: Fri Jul 26, 2019 5:42 pm    Post subject: Re: The Bus Depot Reply with quote

Busdepot wrote:
Quote:
I think they should have handle it a bit better. Trying to be as fair as possible here. What do you think?

Well, as the owner of the Bus Depot, I think it could have been handled a bit better.

There is no way we could have prevented the initial problem (the brake shoe adjuster arms mounted backwards). Since previous shipments were correct, there was no reason to open the boxes and check. Turns out the whole new batch is wrong, so we've sent them all back and pulled them from our site. Fortunately only a couple went out. Since we could not exchange them for other similar ones (they're all bad), we offered a full credit toward our better European made shoes, plus free shipping on the replacements.

However, the employee who handled the exchange did not mark the replacement shoes for expedited shipping, which is why they didn't ship next-day and went out Priority Mail instead of Fedex. This is also why when you spoke to Shelby she didn't see anything about it being an expedited order. I will have a word with him about that. He is a 20+ year employee and is usually pretty fastidious.

The shoes are already en route and will be there in a couple of days. By way of apology, we are also issuing a $10 store credit toward your next order. We're also not going to ask you to send back the old shoes, so you won't have to deal with return shipping, and if you can reverse the arms and rivet/bolt them back on you'll have a spare set. I am sorry for the inconvenience that you experienced.

Thank you for taking your time to explain. As i stated earlier, i have been dealing with the bus depot for a while and had an issue only this time. Have the package arrived at 4pm today.
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