I feel i have been done wrong by TMR..

Hi Dan, since you decided to ask your question in public rather than reply to our questions directly, I'll go ahead and respond to you here as well. 

Regarding the transaction back in April of 2018 for the Metronome CD player. We all agree that was an inexcusable mistake. As such, we didn't make any excuses. We refunded you immediately and sent an additional $562 to cover your VAT and return shipping charges, and we also discounted your subsequent purchase. As an aside, we also moved the technician involved to another position in the company. As I said, that was an inexcusable error. We all agree on that.  

Regarding the transaction for the Gallo speakers, the simple explanation is that there wasn't a transaction. Merely placing something in your cart on our website does not hold the product indefinitely. There was no payment made. There is no history in our server logs for a transaction of any kind. In fact, the email that you sent us was a reply to an "abandoned cart email" which is an automated email that goes out from us when items are left in your cart. You never completed checkout - presumably because you were not happy about the sales tax shown in your cart for a New Jersey purchase. I assume this is why you inquired about shipping costs to Israel. But given that we are closed on the weekends, we did not respond to that inquiry until Monday - at which point the speakers had already sold elsewhere. 

Had you given us a chance to respond in full before going public with your grievances, we would have explained all of this and offered to help you find a product that would meet your needs. 

While I regret having to respond in this forum, I certainly don't fault you for being disappointed. We're all a little stressed out these days, and even minor disappointments can feel really big right now. Let's try to work these types of issues out together one-to-one in the future. We're on your side. Feel free to email me directly anytime if you don't feel like you're getting "fair" treatment from my customer service team - [email protected]. 

PS - we are launching an exciting new feature to our website later this year that will help everyone find the products they're looking for without worrying so much about "losing" your long-sought-after product to someone else. We'll have a "saved search" feature that will provide you with an email alert the moment a product is added to our inventory that meets your search criteria. Along with this, we'll be adding some great search filters that will allow you to more efficiently search the 1000+ certified pre-owned products available in our store. We're excited about launching this great feature in the next 60-90 days, but in the meantime, feel free to reach out to our sales team if we can help you find some great speakers - [email protected]. 

Josh Jackson, CEO

Hi Dan, feel free to email me directly and we can figure out what happened. If there is an error occurring with out shopping cart, I'd love to gather some details. 

josh

Hi ml8764ag, we currently have 6 full-time technicians who are testing used gear day in and day out. On average, they spend about one hour with each piece. Some things require more time. Some less. This amounts to about 30-40 pieces of gear / day that we are testing. Of everything that we sell, about 4% of our sales result in some sort of defect being reported. We offer a full return policy, and everything that is returned is tested again. In the end, we find that less than 2% of ALL of the products we sell have some sort of post-sale issue or defect. While we are constantly battling to lower this number, the reality is that there are many manufacturers in our industry that have a higher defect rate on BRAND NEW products.

As anyone with any experience buying and selling used audio gear can attest, some unforeseen issues will invariably happen with any seller. It's how that seller responds that makes the biggest difference. In short, yes we absolutely test every product we sell. Just ask Dan, Duncan, Ben, Kate, Kyle or Jeremy - the folks that do this work every day. They all take a lot of pride in the work, and though their title is "technician" I know that they all see themselves as part of our customer service team - working to make sure you all have a positive experience. Thanks for the question - read more about our recently launched "certified pre-owned" program here: https://tmraudio.com/certified-pre-owned-hifi/

josh

I am communicating with Dan offline now, but an interesting question was raised here that I want to address for everyone's knowledge. When shopping on our website (or any e-commerce site), merely putting an item in your cart does not hold that product indefinitely. It's not the same as a physical "cart" in a supermarket. Here's why - over the past 30 days alone 349 carts totaling $458,241.72 were abandoned on our website. "Abandoned carts" are when a customer places something in their cart but never completes the checkout. This is extremely prevalent in the world of eCommerce. Only about 25% of customers that place items in their cart on our website actually complete checkout. As such, we don't remove items from other marketplaces until checkout is actually complete. 

Now to be fair to Dan, he was under the impression that he HAD actually made a payment based on a hold of funds his bank was showing him. We never had a transaction on our end. There's no money to refund. So we are sorting that out, and maybe we will discover something along the way that needs to be addressed. 

Another big change we have made that is relevant to this conversation - we are in the process of making a dramatic change to our checkout process for Audiogon sales. Many of you may not be aware, but there was a significant security breach on Audiogon last month. When logging in, we were logged in to some of YOUR accounts. And we had users reporting that they were logging into ours. We can't claim to take our customers' privacy and security seriously if we don't respond to this. As such, we are turning off the built-in checkout for Audiogon and sending each and every customer a secure checkout link following the sale. This should also cut down on some of the rare stock-level issues like this. As a featured dealer on Audiogon, we are within the rules to publish our contact information within our listings etc. As such, we are openly encouraging everyone to shop with us directly for the freshest inventory, lowest pricing and most responsive sales support (and best privacy and security). Thanks again for your continued support. We are truly blessed to have the opportunity to serve such a wonderful community. I'm always happy to hear from anyone with suggestions about how we can serve you better. 

Josh