Remember the scam that record clubs used to be?
As I recall, several of the major labels had them, but over the years they got consolidated into separate entities serving all the labels. They’d offer you some great deal–10 albums for $4.99, or something like that–as long as you agreed to buy, say, two more albums at regular prices during the next year. The “regular price” was always a few dollars more than you could get the album anywhere else, and you had to pay shipping and handling, but… you’d still come out ahead if you got your music, bought your requirements, and got out.
The gimmick was the monthly mailing – you’d get this nice slick catalog each month with hundreds of records listed, from all sorts of music types – and usually, most of them were marked down from the “regular” price. So while you were looking for your “regular price” albums, you’d see a lot more you wanted… and since the mark-downed ones didn’t count for your requirements, you figured you’d get an extra here or there. And in that monthly mailing was a card – listing the “Selection of the Month” – some album you almost certainly didn’t want, but which the company was going to mail you, automatically (and charge you full price for, plus shipping) unless you mailed the card back to them by a certain date.
Naturally, you’d forget to mail the card eventually. You might go two, three, six months sending it in as soon as it came in, but eventually, it would slip past you. Or you’d mail it six days before it was due, and the company would claim they didn’t get it on time, so the junk album was sent. And the bill.
Consumers wised up, and record clubs (and their later derivatives, CD clubs, VHS clubs, and DVD clubs) were in rapid decline until the Internet revived them. Suddenly, they didn’t have to print a new catalog every month – major savings. The “card” could be sent by email, and responded to via the web – again, major savings. And by promising you that you could reply on the spot, the fear of forgetting to send in the card eased. And because credit and debit cards are much more common now, people are more comfortable paying for their initial purchases that way – so the club can bill your card immediately for shipments.
And if you shop wisely, it’s possible to get some really decent deals. Last year, I got all five seasons of Babylon 5, plus all of the TV movies, for less than $200, including shipping from Columbia House. And being anal-retentive, the first thing I do each month when I get the email about the Director’s Selection is to decline it. Then, if I see something I want, either the Director’s Selection or its alternates, I buy it.
Until this past month, when Columbia House insisted I didn’t decline their selection (Law and Order SVU, Season 8), and shipped it to me. Their rules are clear: If you didn’t order something, you can call and ask for a return label, prepaid, to ship it back. (Technically, since you didn’t order it, you can keep it free, but they have your card number, so they’ve already charged you for it, and good luck getting your money back if you don’t return the item.) But I don’t keep confirmation emails for weeks on end, so of course I had deleted the confirmation that I declined the order. If you don’t open the box, you can write “Refused-Return to Shipper” and get the entire thing back, too – but I had to open the outer package to find out what it was and confirm I hadn’t ordered it. So I could only return it – and if you’re just returning something, you have to pay return shipping and when they get the product, they only return your purchase price, not the original shipping and handling ($7.99 in this case).
I emailed Customer Service and asked if they would be willing to a deal: I would pay to return the DVD’s I didn’t order, if they would agree to credit me the original shipping along with my purchase price. It seemed fair, since I knew I’d declined the order. I didn’t necessarily expect them to go along, but I figured it was worth a try. I even mentioned that there were several other TV series sets I was interested in buying.
So, email response comes back, with nothing but cut-and-paste responses from the program rules. They tell me I can return it unopened at their expense – but of course, I’d already told them I opened the box to find out what it was. They then helpfully told me they would be glad to take my order for the additional series sets I wanted via their website.
So, I wrote back, including the previous correspondence, and noting that they had not specifically addressed my question about splitting the shipping costs. I stressed that I understood the program rules, and that I was asking for an exception, given the circumstances.
Response #2 comes in: more cut-and-paste from the rules, telling me I can return the DVD’s at my own expense, and that when they arrive at Columbia House, “appropriate credit” will be issued to my bank card. Which translates to, I’m sure, once we have the merchandise back, then we’ll leave you stuck with both shipping charges. I don’t even mind that as much as I mind the fact that these goobers will simply NOT say “Yes” or “No” to the simple question – will you refund the original shipping fees if I return this? I could cope with “Sorry, we have to be firm and apply policies uniformly”. I could even handle “Sorry, but you screwed up, and it’s not our problem.” It’s the evasive, non-answer answers that have driven me up the wall.
So I’m returning the disks, cancelling the account, and spending the $500 or so on DVD’s that I would have spent there at Barnes and Noble. or Amazon. Hell, even at Wal-mart. Life is too short to deal with people who refuse to answer questions.