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themanregistry.com / Burned by bad shipping and shorted order

1 Shawnee Mission, KS, United States Review updated:
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This was the most horrible experience I have had, during a time that it should have been my happiest. I ordered 2 of the same item and received 1 box. The item was not shipped in a shipping box. Instead, they slapped a GIANT shipping label on the outside of the item's packaging and taped the crap out of it. It was also beat to hell, the corners were bashed and torn on all sides. I did not open this item and called immediately. I told them I ordered two of these items and was told, "In this scenario, we don't ship items in separate boxes. This is standard protocol for most online companies unless it's otherwise stated that the items will be separately gift boxed on the website. Unfortunately that is not the case with the product you ordered."

I was given the impression that they "Crammed" both items into one box. I never mentioned anything about a "gift" box...I inquired about a shipping box to protect the item.

I had not opened the box for fear of being unable to return the item or being accused of removing an item. After contacting them once more and leaving a message, I was asked to open the box by one of the owners, as well as send pictures of the condition of the box. I had taken pictures of the box upon arrival. I opened the box and took a picture of the item as I pulled it out. There was only 1 cooker in the box, which means they did not send my entire order, yet I was charged for the entire amount.

The owner agreed that the condition of the box was bad as stated in an email, "I certainly agree that this is no shape for an item to arrive in." Had I received my entire order, I was willing to accept two new boxes so that I could repackage the items...but only getting the one and the lack of knowledge about the product (as they misinformed me above) they are selling made me change my mind. In the end I requested a return shipping label because I had enough.

I did receive the label and have since shipped back the order. I received an email stating I would receive a full refund. I will state that the owner I dealt with was courteous and tried to be understanding, however, that did not fix the problem. I have since found replacement gifts for my groomsmen and hope to put this awful experience behind me.

Don't waste your time or money at this site.

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Comments

  • Th
      8th of May, 2012

    I’m one of the co-owners of The Man Registry and would like to provide a response to this complaint. This customer ordered two Beer Can Chicken Cookers from us. We drop ship this specific item, meaning our supplier warehouses and ships the item directly to our customers. This supplier is several states away, so we unfortunately don’t have the ability to supervise or be directly involved with the packaging and shipping of the item. As it turns out with this order, two problems occurred during the shipping process. First, our supplier mistakenly sent out only one cooker as opposed to the two that were ordered. Additionally, the package was beaten up when it arrived (it remains unknown whether this damage was caused in the warehouse or during the UPS delivery process). Both of these issues are obviously unacceptable and I have taken the issue up directly with my supplier as well as UPS to ensure that they never happen again in the future.

    When the customer contacted us, he was very distraught and emotional. This, coupled with the fact that he mistakenly thought two items had been crammed into one box, created some confusion. Once I was able to determine exactly what the issues were, we apologized and agreed with the customer that the situation was unacceptable and the customer was promptly sent a pre-paid return shipping label to rectify the situation. He was issued a full refund to his credit card as soon as we had received the returned item. We also asked the customer to photograph the damaged box so we could show the supplier how the item or packaging looked when it arrived to the customer and prevent a similar situation from occurring again in the future.

    We serve thousands of customers every year. Many of these customers are brides and grooms who purchase gifts for their wedding party. Weddings are a once-in-a-lifetime experience and we certainly understand how crucial it is to get these orders processed and shipped correctly. As with any business, mistakes do unfortunately happen. I’m extremely proud of our track record and the fact we receive a very minimal number of complaints each year. When we do receive a complaint, we handle it promptly, professionally and fairly, as I feel that we did in this scenario. Unfortunately, in this case, the customer was not pleased with any remedy that we offered.

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  • Lo
      8th of May, 2012

    The only remedy I was given was to return the item. As I stated before, I would have accepted two fresh boxes to repackage my items, however, that was before I found out they shorted my order. As for a "misunderstanding ", THEY CAUSED IT! I have posted exerpts from the emails I received to show this. Plainly put, they didn't know their product, how it was packaged, or how it was shipped. I received an inaccurate response and only one item.


    ed a direct quote from

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