Is it right to charge my credit card months before shipping me my knives?

Volvi,

I have not received any email from you. None. My personal email is jerry@bussecombat.com My phone number is (419) 923-6471. Request a reply on your email to me, to be certain that I have received it. Your knife was shipped last week and you should have it by either tomorrow or Tuesday. You can always ask for a refund or ask that your card not be charged at the time of order. However, my understanding is that the online cart automatically charges the card. If you want us to delay the charge, we are more than happy to do so if the order is taken over the phone.

I don't mind being taken to task publicly, if I have failed to satisfy a customer privately. I understand that your efforts to contact me failed and for that I apologize. Our customer service rep. handled this quite poorly and we will do our level best to insure that this breakdown in communication does not happen again. A phone call remains the best way to contact me.

Busse Combat is experiencing enormous growing pains at this time and our demand continues to outstrip our production, just as it has for the past 8 years. We are likewise, working around the clock, to gear up for the introduction of the much anticipated Busse Combat folder. . . . . (((YES, it does exist!))) All of these factors contribute to a very busy schedule, but there remains no excuse for a customer being disatisfied.

Sorry for the confusion,

Jerry
 
Exceptionally well put Jerry. I am with a company that is experiencing the problems associated with tremendous growth and though these problems are preferable to the ones associated with decreased business, they can still cause immense headaches. Communication is the key. Always keep your customers/clients informed as to what is causing delays and always have all of your policies clearly stated on your web site. Your policies should also always be explained to anyone phoning in and asking about the possibility of ordering a knife.

Jerry, is your web site experiencing problems right now? I went there to check and see if in your policies you explain to potential customers that their credit cards will be charged upon receipt of order and I keep getting an error message. Anyway, if you do have this policy stated on your web site then that is good, if not you should.
 
Jerry,
Thank you for replying and for letting me know that the knives have been shipped. As I stated, I always knew that I'd eventually be getting the knives. I understand that orders sometimes take longer than expected to fill. By the way, I e-mailed you to this e-mail address several days ago: jerrybusse@bussecombat.com

Thatmguy,
I have already stated my motive for posting this thread. If this isn't clear enough, I don't know what would be:

I know that I will eventually receive my knives. I just wanted to find out if charging a customers credit card weeks or months before actually shipping them their knives is proper and legal. That is the reason I posted this thread in the first place.
Click to expand...
 
Volvi,

That would explain why I didn't receive it. Leave my last name off and it should come through.

Thanks,

Jerry
 
Jerry,

That e-mail address was given to me by Kassi of your customer service dept. in an e-mail to me.
I'll resend it to the correct address.
 
Oh please :rolleyes:

Now it's the online cart that automatically bills the cards?

What was the excuse before the new Busse website was up and running then?

This same story comes repeats itself over and over again on this forum, and this only from those who dare raise the issue in public. Many others have had identical experiences but have not voiced their concerns on these forums.

As I recall, charging credit cards at the time of the order has been standard operating procedure at Busse Combat for several years now. Missing stated delivery dates has also been an extremely common practice. As has complete failure to respond to customer inquiries and requests. Meanwhile, customer service seems to have made a policy of avoiding customers, giving people the runaround, not answering questions, even misleading customers. Then, if a customer makes a big enough stink, the knife will have miraculously been shipped one or two days ago and everyone is really sorry that this happened and it won't happen again, etc...

Fool me once, shame on you. Fool me twice...

Edited to add:
All it takes to avoid these problems is complete and honest communication.
 
Currently there is a thread in Busse forums confirming they delivered all BA3 and Groove masters orders, also they have extras in stock for "immediate shipment. "
I'm wondering maybe I can get one now and pay in 3-6 weeks?:p
Martin
 
Give Busse a little sympathy, Livesay also has done the same thing.
It is called working the " float " . They use your money interest free for a period of time until you complain. Then they come out and say they will never do it again ! If you are promised to have your goods delivered in 30 days, and they do not arrive, you call your credit card company and dispute the charge. They will issue a conditional credit. If you do not receive the merchandise, you call back and it becomes a charge back to the maker or vendor. You can iniate a dispute up to 90 days with most credit Card companies for situations that go beyond 30 days. This issue has been discussed before, and the same people always seem to be the culprits.
let your wallet do the talking, if they take advantage of you, then do not purchase from them.A lie, is a lie, is a lie .This tactic really hurts the mass of good makers and Smiths.

Floyd O`Leary
 
It's great to hear the new models have been shipped. What about the PBF orders from last November.

ARROW
 
I can honestly say that I've never had a major problem
over shipping concerns with Busse Combat. I've ordered
4 knives directly from them at different intervals
and received all four within two to three weeks of my card
being charged. The last two orders I placed with
them was for two knives, I called in and told them
I was a little short for the week and asked them
to only place a deposit on the knives and charge
the rest when they shipped. Both knives shipped out
at different times and only the balance owed was
charged per knife at time of shipment.
 
Azwily is correct about federal law. Mail orders must be filled within 30 days or the customer has a right to cancellation and refund. It goes further than that, actually. The company is required to contact the customer and explain that the order will exceed the time guideline and ask whether or not they want cancellation and refund. It's up to the seller to do it, not up to the buyer to know the law. Personally, I'm amazed that any company would charge a card before shipping day but almost every one does. I've never understood why people put up with it. Take care.
 
I called my Visa company and they confirmed the 30-day window, however they said they would be flexible in "dubious" situations to be supportive of customer. They said they would be surprised if this was "policy" or routine occurance with a company, it should not happen.
Shiloh offered merchant's perspective similar to Knife Outlet above- http://www.bladeforums.com/forums/showthread.php?s=&threadid=213497
Even though Bravado and other buyers receive good service, it is importatn others did not, it should not be responsibility of customer to request "no charge until shipping," that should be the "default" practice of company.
I think there is little "complaint" because Busse has loyal following to protect its reputation here, they also put out excellent product by all accounts, still they can exercise little more responsibility. I think Spyderco old motto is applicable here, "Integrity is doing good even when no one is watching" or something like that-
Martin
 
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