ZDMAK Tools - Beware!

[triplewhite]

I have submitted a complaint to the Better Business Bureau based on my recent experience with ZDMAK Tools. Here follows a transcript of what happened today, and the lead up to today... I hope it is ok to post this here. I have tried to omit as much emotion as possible, and give as objective a description of what happened as I could.

On May 15, 2007 I made an online purchase from ZDMAK Tools. The tool I purchased (VW3109) was listed at $0.00, with a shipping cost of $7.00. I added the item to my cart, and proceeded through the checkout receiving confirmations of the transaction when complete. I was advised in my confirmation that “I will ship your item(s) within two or three business days. Most items ship same day, or the day after payment is made.” On June 4, 2007, having received no tool, and no further communication from ZDMAK, I contacted the company via their website contact form explaining my situation. No correspondence was was received in response to this. I contacted ZDMAK by phone on June 5, 2007, and was directed to contact the company by emailing sales@zdmak.com. I did this, and attached a PDF copy of my checkout confirmation from ZDMAK. Shortly after sending this email, I received a reply stating their mailbox was full and the message was not delivered. I called again, explained this problem, and was told to email again later. During the time I was waiting to email again, I received this communication via email:

“There is nothing in the checkout you sent the reason is it is impossible to buy that tool because it is not available it is not in stock and thus cannot be sold call me again in the afternoon or give me a number to reach you but as you can clearly see you cant buy a tool for 7.00”

I found this confusing and so called again, finally getting to speak to someone. From the very beginning of the conversation, Mark (who by his own claim was the owner of ZDMAK) was very defensive and aggressive, suggesting that I had not ordered a tool, but in fact “ordered shipping.” I explained that I had ordered the tool online, and completed the transaction. He argued that this was not possible. I asked how I would have confirmation of the completion of an order emailed to me, if had I not made the transaction online. He told me that this was impossible as the item was not in stock, nor had it ever been in stock, and that all I had paid for was shipping. He went on to state that if I looked through his website I would find that he doesn’t stock many of his items, and that they were special order. This was now even more confusing. He went on to state that the website says the item is out of stock and advises that you call or email. This is indeed what the page says now. I agreed that it now does say this, but had not said this on May 15, as it allowed me to place my order. Mark kept insisting this was impossible, a statement I fail to agree with as I have transaction confirmations and receipts for the amount of $7.00 against my credit card that prove just how possible it was.

At this point of the conversation, Mark’s defensiveness and aggression developed and he began to get insulting, calling me a moron for thinking I could order a tool for $7.00. He also stated that he was “a lot smarter” than I was, and “knew what I was up to” and that I was trying to “get something for nothing.” I said that I did not think it was beyond reason for such a basic item (essentially a piece of threaded bar, a nut and a washer) to be sold online for just the price of shipping, and if that were not the case, I would have simply expected him to contact me shortly after placing the order to at least clarify the situation, and explain that there had been an error. He said I was “stupid” and that he deals with “stupid morons” like me several times a year. I asked why he would list an item with a price of $0.00. He said that was because he did not know the price of the item as it was special order. It seems to me that if this is the case, it would be better to have this item listed as POA - price on application, and not allow this item to be added to a shopping cart. He continued to refer to me as stupid, or as a moron, and said I should have known that this was what it meant. I asked him why he felt it was necessary to call me stupid, or a moron, and during his response to me, mainly a collection of light insults along a similar theme at this stage, he stopped himself, and with what felt like menacing composure, asked if I was a foreigner. I am from England, so to him I am a foreigner, however I fail to see of what relevance this is to the situation, so I asked him “what difference does it make if I am a foreigner or not?” He told me that it makes “every difference.” Angered and frankly taken aback by this apparent discrimination, I briefly, and regrettably, traded insults with him.

Of course I fully understood the connotation of his question, but it came completely unexpected and was asked with such disgust for me, that I had to know why he felt it necessary to ask, and how it could possibly alter the outcome of our situation. I suggested that this remark was racist, and xenophobic. I asked him if he realised that, and again asked why he had asked such a question. His responses varied, and included “I don’t have to answer any of your questions,” “you know why I’m asking you that question,” “if I was talking to your face I would give you the answer,” which piqued my interest. I asked him if he was threatening me, to which came no direct answer, but instead he repeated the sentiment with “I would tell it to your face if you were here.” I asked him where his business was based as I would happily come and find him to talk to him about it, and he replied with “well you had better bring a lot of weapons.” I was shocked and appalled by this statement, and told him so. He said “you seem like a grown man, an intelligent man, nothing should shock you.” Well, grown man or not, I am shocked by his behaviour, his attitude, and by his open discrimination of me based on my nationality. By any definition, this is racism, and it is upon this which the basis of my complaint exists.

Having decided I would no longer benefit from further discussions with Mark, I informed him that I would not hesitate to document my experience with him on several VW enthusiast forums that I am a member of online. He said that he “didn’t care” and that he had “heard all sorts of hot air like this before.” He then processed an $8.00 refund to my account, which he said would cover the $7.00 I had spent, with the additional $1 to cover administration fees. I thanked him for this, and ended the conversation.

[Briano1234]

Well he refunded your monies, listened to your tirade, and yes if the price was 0.00, were you really expecting to get it for "free".

[CalAltaDubber]

Although the $7.00 was refunded, it appears that the owner of this company does not know how to treat customers.

Triple's treatment was inexcusable and totally unprofessional. Not to mention "Mark's" racist and threatining statments.

They say good will is better than any advertising, and this story is all I need to know. I wouldn't bother with this company. I'd rather deal with sombody that cares for their customers.

All Triple wanted was a reasonable explanation and his money back. If he had recieved that he might continue to do business with this company, now he will only warn others to go elsewhere.

[triplewhite]

Well he refunded your monies, listened to your tirade, and yes if the price was 0.00, were you really expecting to get it for "free".

First of all, I was not the one speaking the tirade. When I began the dialogue with him, all I asked was why 19 days had passed and I had not had any package or communication from him since May 15, the date of my order. Instead of explaining the situation, telling me there was a mistake, he became accusatory, aggressive, and insulting. Honestly, he was not provoked.

Secondly, as I said in my first installment of this, the item was listed on his website as $0.00, (this item: http://www.zdmak.com/wbstore/main.asp?a ... =1&LowCt=0 ). It is still listed as $0.00, however now, it says "call or email." When I visited the site, I was able to add the item to a shopping cart, proceed to checkout, and pay the $7.00 charged for shipping. Looking at that tool (and I've made similar myself before) I did not think it was beyond reason that this item could be listed for $0.00 and I just paid the $7.00 shipping for it. Perhaps I considered this a little unusual, but if the information was incorrect I would have expected either not to have been able to proceed through the checkout, or at least to have been contacted by ZDMAK to explain the error. So no, I did not expect to get the item for free, as I believed that for whatever reason, the price was factored into the shipping. I almost consider him to be working fraudulently, by offering tools that he does not have, "has never had," and by making 100% profit on a small shipping fee that most people would not follow up. He then sits and waits for the customer to make the next move, and if they don't, he's made an easy $7.00... Here's someone else's review of ZDMAK: http://www.bimmerfest.com/forums/showth ... p?t=208165

Thirdly, the issue that supersedes all others is that he became discriminatory and offensive when he realised I was "a foreigner." This is unacceptable, racist, and xenophobic. This is what I found shocking, and this is why I entered this post here in the first place. Does the Civil Rights Act of 1964 not make this sort of behaviour illegal, or can it not be applied in this case because I am "a foreigner?"

[kuklaki]

The personal attacks were absolutely uncalled for. Sorry you had to experience all of that.

[Calimus]

F him and F his company.

The guy is a douche, he pretty much proved it.

At the very least, he refunded your money (I would double check to be sure it goes back into your account) and you never have to deal with him again.

I could say a bunch more, but it would be a waste of engery.

[triplewhite]

Thanks, I feel that way too. I've put it in the hands of the Better Business Bureau now, so we'll see what happens!

[kamzcab86]

What is with people these days?? All the idiot had to do is call or email and say, "My apologies, but there was an error on our Web site; the tool you ordered is actually $x.xx and is currently back-ordered (we've since corrected the error). Would you like to proceed with the order or would you prefer to have the $7.00 refunded to your credit card?" or something along those lines.

At least, in the end, he refunded your $7 plus $1 for "administration fees" (i.e. bribe money to not spread negative things about his company).

[CalAltaDubber]

At least, in the end, he refunded your $7 plus $1 for "administration fees" (i.e. bribe money to not spread negative things about his company).

I think it's toolate for that. The ill will already exists and the negative things are being spread.

[kamzcab86]

I think it's toolate for that. The ill will already exists and the negative things are being spread.

Oh, yeah, I know. I was just saying that when he said "administration fees" he really meant "here's a little extra so you don't bad-mouth my company." Had it been more like, oh, say, $100, then, yeah, "triple" would be much more apt to keep his mouth shut.

[triplewhite]

Had it been more like, oh, say, $100, then, yeah, "triple" would be much more apt to keep his mouth shut.

Honestly, I don't think I would have accepted it on principle.

[kamzcab86]

Honestly, I don't think I would have accepted it on principle.

Yeah, I wouldn't either; "bribing" + a poor attitude = a clear sign of a bad business.