Indie Merch Store are fucking con artists.

[rosiedoes]

On 10 May, I ordered Holy Roman Empire's debut album. In fact, I pre-ordered it in both the Album & EP package and the solo Limited Edition Album versions.

On 6 June, I received a package, with a packing note listing all three discs and costs for both the package deal and the limited edition - but inside there was no limited edition CD.

I sent this email asking where it was.

to info@indiemerchstore.com
date 06-Jun-2007 19:10
subject Missing Merchandise
mailed-by gmail.com

Hi,

I recently placed an order with you (order #2388188) for Holy Roman Empire's "The Long Duree" Limited Edition CD and additionally the 2CD package of the album and EP.

Today I have received the regular cover CD and the EP, but no limited edition version. My UPS packing slip lists contents as '3 CDs' and says it was sent by Jacob Edwards; it also lists the costs as $24.99 plus postage, which would be the cost of both the Limited Edition version and the the 2CD pack.

Am I awaiting the Limited Edition version in a second parcel?

Rosie

Today, I got home to find they had emailed on 11th June with this:

Rosie <alfirin@gmail.com>
date 11-Jun-2007 22:46
subject Re: Missing Merchandise
mailed-by indiemerchstore.com
I think what happened is that the Limited Edition CD is one of the
CD's in the 2 disk set. If it is alright with you we will refund the
cost of the Holy Roman Empire "The Longue Durée" Ltd Ed Packaging
PRE-ORDER CD. $9.99.

Unless you would like for us to send "the Longue Duree" which I
believe you already have.

Let us know how you would like for us to proceed.

Thank you,

Indie Merch Store

Actually, no, that isn't the case. They sent me the plain CDs, and not the limited edition.

So I said...

Hi,

No, I'm afraid that isn't satisfactory. I have paid for the double - the regular version and the EP - and I also paid for the limited edition, which I haven't received.

I just saw the band in person in Chicago on Saturday, and if I had known you were going to do this to me I would have bought the limited edition version directly.

Please forward me the limited edition version as purchased.

Many thanks,
Rosie.


They just emailed back with:

Rosie <alfirin@gmail.com>
date 13-Jun-2007 15:32
subject Re: Missing Merchandise
mailed-by indiemerchstore.com
The Limited edition packaging is sold out. There was only 75 units.
We will have to refund you.

Sorry for any inconvenience,


Seriously. WTF? I paid for this over a month ago. I sent them this:

Sorry and a refund really isn't good enough. I pre-ordered mine weeks ago precisely because there was oly 75 made. This is atrocious service.

You can't pick and choose what you send people who have already paid money for your products. If you went to a store and wanted to buy the same t-shirt in two different colours you wouldn't expect them to only put one in the bag because you already had it in another colour.

I am absolutely livid about this.

...and I'm now waiting on a response. But what a fucking cheek?! I pre-ordered the Limited Edition on the day it was announced and I want it fucking fixed. I'm really, really annoyed. If I don't get a copy I'm going to find some way to report them to trading standards or something. That's really, really bad service.

Comments

[apple.livejournal.com]

Uh, wow. That's bullshit. I really do hate having to deal with customer service when someone screwed up, especially that badly.

I don't know what the hell they could do to fix it, but they damn well better do something.

Urgh. Good luck, hon. I totally condone a punch to their faces, if it would help. I hope this gets fixed for you.

[rosiedoes.livejournal.com]

They already refunded it, but without the extra I paid for postage for three CDs, and as far as I'm concerned the sentimental value of a limited CD not received is greater than $9.99.

I have reported them to the Better Business Bureau.

In the meantime, I'm asking the band if they have any copies left over from the launch on Saturday. At least I can try to buy one that way.

[apple.livejournal.com]

Exactly! That's so stupid. You've been waiting for that CD for a long time and for a reason. Money isn't enough at this point.

But good for you. This is ridiculous, so I'm glad you're doing something about it. I'm terribly, terribly frustrated for you. I probably would have already gone berserk.

I really hope the band has positive news. They should bitchslap their merch dealer.

[rosiedoes.livejournal.com]

Luckily for me, I know the guitarist (well, I met all of the band and they're all lovely, but I know Jay slightly better) and he's going to sell me a copy directly.

Thank goodness. I really would have hated not to have had a copy - especially having been at the interview and launch party and stuff. They're a genuinely great band and I would have hated to miss out on the Limited Edition.

[apple.livejournal.com]

Aw, that's incredibly sweet. I'm really glad that everything mostly worked out in the end. I do love bands full of good guys.

God, no kidding. It would be so hard to miss out on the Limited Edition after all of that, but even the fact that you pre-ordered would be reason enough to be pissed.

I'm so, so happy things worked out on your end. I just hope that the company gets theirs soon. Justice!

[rosiedoes.livejournal.com]

Yeah, I hope so, too. Bunch of bloody chancers.

[pyraterose.livejournal.com]

that's awful... I hate when people think they can do that. *shakes head*

[rosiedoes.livejournal.com]

I know. Jay just commented on my MySpace - he's quite annoyed and I'm going to buy a copy off him directly.

[pyraterose.livejournal.com]

that's awesome. at least they care, even if their merch people don't.

[rosiedoes.livejournal.com]

Yeah, for real.

[pureaddiction.livejournal.com]

Ergh, complete BS. I hate dealing with people like that. :\

[rosiedoes.livejournal.com]

Yeah, fucking tell me about it.