Ordering online and getting a product already opened…..

[Jenesis]

So I ordered a new part for my boat. I needed it within a couple of days and only one company had shipping times that I needed.

I got it today and it has clearly been opened. It has no instructions, the plastic container was stapled shut and there are water spots on the bottom of the casing.

Am I wrong in thinking that when you order a product online, you should be given an unopened previous returned item? I get that in a store, they would put this back on the shelf and you would have a choice on if you want a product that has been opened, but online you don’t have that choice therefore in my opinion, it should be a new unopened product. Normally these opened products are sold at a discount as well and I paid full price

I have contacted support. I need to use this part this weekend. I don’t have time to send it back and get a new one. Again I bought because of shipping times. So I will use it. It doesn’t appear to have been used. The inside of the product looks new and untouched. The wires have clearly not been tampered with or used. So it should be good but tell me if I’m wrong here in my expectations of online orders.

 

[LTO_3]

That there are no instructions concerns me especially for a new part. I've had shipments opened and re-sealed and found out, especially if shipped from the USA, that inspection services may open to verify the item is what it's supposed to be. On rare occasions I've seen a basic inspection report included. And postal inspectors could have also opened & evaluated.

LTO_3

 

[Jenesis]

I just noticed the 3 screws to attach it to the boat are also missing which would have been with the instructions. I have screws though so that is fine.

This was shipped within Canada. Not a USA company.

 

[LTO_3]

Hope you get a response from the company especially about no instructions and the missing screws. If not call them.

LTO_3

 

[Jenesis]

Hope you get a response from the company especially about no instructions and the missing screws. If not call them.

LTO_3

I did call. They required pictures so I need to email. I will update if and when I get a reply.

 

[silentkisser]

I know that when you return things to places like Amazon, they ship it to a liquidator who will then sell it for cheap. I'm assuming this is a small retailer, so they probably need to make the most of their inventory. But, it feels odd that they would ship it in that condition, as in not checking to see if the instruction manual or screws were included...

 

[Jenesis]

I know that when you return things to places like Amazon, they ship it to a liquidator who will then sell it for cheap. I'm assuming this is a small retailer, so they probably need to make the most of their inventory. But, it feels odd that they would ship it in that condition, as in not checking to see if the instruction manual or screws were included...

It’s a Home Hardware. Hardly small time type company. From the packaging, and the way the instructions are packed, someone accepting the return probably wouldn’t know. It is pretty obvious on how to install. So I can see how it would be left out and not noticed.

 

[stinkynuts]

Yeah, I've received items that were probably returned by another customer before a few times. Most times, the wear is minor so I just let it slide, not worth the hassle.

One time I bought a cartridge of printer ink for $50. Someone had replaced it with an empty one. Since it was more than a year since I bought it, I couldnt' do anything.

 

[LovelyEnvy]

So I ordered a new part for my boat. I needed it within a couple of days and only one company had shipping times that I needed.

I got it today and it has clearly been opened. It has no instructions, the plastic container was stapled shut and there are water spots on the bottom of the casing.

Am I wrong in thinking that when you order a product online, you should be given an unopened previous returned item? I get that in a store, they would put this back on the shelf and you would have a choice on if you want a product that has been opened, but online you don’t have that choice therefore in my opinion, it should be a new unopened product. Normally these opened products are sold at a discount as well and I paid full price

I have contacted support. I need to use this part this weekend. I don’t have time to send it back and get a new one. Again I bought because of shipping times. So I will use it. It doesn’t appear to have been used. The inside of the product looks new and untouched. The wires have clearly not been tampered with or used. So it should be good but tell me if I’m wrong here in my expectations of online orders.

Seeing this after I just got the notification that my new phone is out for delivery definitely wasn’t the best timing…

 

[stinkynuts]

Return it

The vast majority of the time it's not worth the hassle though.

 

[xix]

I thought Home Hardware was becoming like Amazon and Walmart sub-contractors.

Maybe . I read this before, the previous buyer switched a part.

Good luck, if it works after installation, let supplier know and tell them to get their act together.

 

[Jenesis]

Update:

I heard back from customer service. They are offering me a $50 gift card which is half the price of the bilge.

Which works because I need to replace a couple of deck boards and the wood I would get from the lumber yard style home hardware in Peterborough. So I’m happy.