Really Bad Experience #1 with DLRC
marcalan84
Posts: 310
I received an email from David Lawrence on Monday the 14th, saying they had a coin which matched my Want List. It had a price listed of $935.75 (with current 5% off). I quickly called and talked with Win. He pulled the coin and gave me a favorable verbal description of the coin. It sounded good to me, so I gave him my credit card information and was given a total with shipping of $943.75 and told the coin would go out by tomorrow (Tuesday). Today I came to work and viewed their inventory and saw a coin of the same date and grade (PCGS graded), but with a price around double what I paid them. I quickly wondered if that was the coin I had (thought) purchased. I called up David Lawrence and talked with Win again. He said they had mis-priced the coin on the email they sent me as well as the web-site. End of story.......I don't get the coin. Isn't it mine once he takes my payment information and verified the coin was available?? This is a huge Retail Coin Business.....not some kid on the corner selling coins. Is there anything I should be mad about? He tried to make me feel like I was taking advantage of him.......but yet I feel like I really got screwed good on this. What do the other collectors and dealers out there feel about this? Am I right or wrong to feel pissed off about the way he handled this? He never called me back......but says he had someone else email me at an email address that doesn't exist anymore. Why they don't use the one I have on record...and the one they emailed me on Monday about the Want List Match.........is beyond me. Someone tell me if I am justified to feel the way I do. I honestly did not know the coin was mis-priced.....but thought it was a good deal......since the last one I saw sell for around $1300+. Marc
Marc
0
Comments
dragon
I'd be ticked off, and I'd avoid DLRC - probably until the next time they had something I wanted to buy, in which case I'd start the cycle all over again.
I asked a dumb question here-I deleted it.....
JUST SAY NO TO WANNABES! They lurk and prey on unwitting collectors in chatrooms!
I would add, that hopefully, you received an apology, along with the explanation. Everyone there is usually extremely polite and easy to deal with and I would be surprised if it were different in your situation.
what would you do if the shoe was on the other foot??
I too would be a tad upset about the way they sent an alleged email. At the very least Win should have called you himself and explained the problem and tried to still work out a mutually amicable deal.
I am not suprised that Legend is defending DLRC. Legend obviously also lacks a total understanding of customer relations. Why don't you guys (Legend, reedededge, DLRC and several others) get out of the coin business and start a business more suitable to your skills. Oh, I don't know..........perhaps used cars or something.
Gimme a break!
To NumisEd, learn the facts about the people your trying to flame!
JUST SAY NO TO WANNABES! They lurk and prey on unwitting collectors in chatrooms!
With the major brokers it's impossible to tell. The $935 is probably a fair price and the new price is probably obscene. heck you can divide some dealer's prices by 3 and still be overpaying.
2 Cam-Slams!
1 Russ POTD!
Find a new place to buy coins. There are a lot of them.
Rusty
I'm not surprised by your post, only that you failed to list ALL other coin dealers among those who you feel should consider the used car business.
We have heard only one side of the story - it is unfair to make judgments based upon that.
If the listed price had been an error in the other direction, was double what it was meant to be and neither marclan84 nor DLRC caught it before the credit card information was taken, should marclan84 be obligated to complete the transaction? Of course not and it should work both ways. It was an honest mistake that most, if not all of us are guilty of, from time to time.
How marclan84 behaved toward DLRC and how they, to him, is a separate matter. And, unless we witnessed it, we don't know.
1) I think DLRC is a good business......and the people working there seem to be polite (this transaction is an exception for me).
2) I still feel that I was wronged. I paid for the coin...the transaction completed. I am an honest and fair person.....and my instincts have always served me well. If I feel like this.......I feel that I am justified in saying they Screwed Up.....and they should have done something to rectify the situation that would have been satisfactory. Oh Yeah...he offered to give me "Free shipping" on my next purchase??
3) I didn't appreciate Win's comment: "What do you want us to do? Eat the loss.....you have only done $3600 business with us"
Most of that business was over the last year I told him......and I said I would probably be buying much more from him......as I had been spending much more on coins over the last year. When I told him I had spent about $25,000 on coins last year.....he gave me a very condescending "Congratulations".
I was starting to get a little PO'd at this point.....as he obviously had bigger and more important clients to deal with. I had also offered him some coins for sale and never received a response because my $3000 worth of coins isn't substantial enough for him to waste his precious time on. No time for Customer Support. I told him I realized that $25,000 didn't mean anything to him.....because it was only 1 coin. He tried to make me feel defensive like I have done something wrong by trying to give him money and do business with his firm.
Dear Ms. Spewber,
Once again, you continue to babble in a reckless manner. If you are too much of a fool to see that marcalan84 just got screwed, then you are providing your company with some pretty bad publicity. Look, Winnie-the-pooh at DLRC screwed-up. I say "get out the ketchup and it".
Ed
I'm sure DLRC will respond and make things right.
JUST SAY NO TO WANNABES! They lurk and prey on unwitting collectors in chatrooms!
Glenn
<< <i>You did not get screwed and DLRC did nothing wrong or unethical. They simply made a clerical error that was subsequently corrected. >>
Since Dragon already voiced an opinion of reason and accuracy, I'll just quote it.
Russ, NCNE
he just told you to find another dealer. i'd take his advice.
2 Cam-Slams!
1 Russ POTD!
How can someone be "taking advantage" of someone when that person was solicited and a price quoted and a transaction written up? In this instance, yes - you were wronged and DLRC owes you a big apology. I hope they take the time to call you personally and make it right.
[Note: making it right doesn't mean selling the coin to you at the quoted price. They shouldn't have to lose money for an error. But it does mean talking to you and making you feel good about the situation - whether that be offering it to you at a small markup or giving you a discount on a future purchase or even just a heartfelt apology from the owner...]
Charlie
1) I never had a problem with them in the past...and I still believe they are a great source of coins at fair prices.
2) I think that Business's must take responsibility for the business they run.....and keep the customers happy (Even the small ones.....because as Win can see.....there are plenty of other BIGGER FISH who are reading these comments).
3)I have never......and would never penalize one of my cusomers/clients because of my errors. I have made a few...and it has meant money out of my pocket.
<< <i>Oh, I don't know..........perhaps used cars or something. >>
I have been in the car business for around 12 years and been buying coins for about 10 years..........I can honestly say"I have seen more KINK in the coin business over the years than i have seen in any other business in my whole life.And it is a disgrace to all collectors and to the honest dealers out there that still strive and practice principals before personalities.
An open mind will support transformation.
Recognize life is full of change
and celebrate the opportunity.
"There is always a way to collect,Never surrender the hobby"
but then, the honorable part of this gentleman took over.
the difference is, mr jack beymer HONORED the price he'd quoted me.
since then, i have spent at least $15,000 at his table, & have referred PLENTY of business over the years. suffice it to say, he's made back the $200 bucks multiple times
clerical shmerical, when you quote a customer a price, IT'S A DONE DEAL
plain & simple, you got screwed, dude
K S
<< <i>If the listed price had been an error in the other direction, was double what it was meant to be and neither marclan84 nor DLRC caught it before the credit card information was taken, should marclan84 be obligated to complete the transaction? >>
the differnece is that dlrc offers a return policy. i don't know of any customers that would walk up to a coin table & offer the dealer a return privilege, much less a revocation privilege
K S
Did DLRC handle this poorly from a customer relations point of view? You bet.
By the way Laura, Mark and others, why do you even grace Numis Ed with replies. Better to shun him and maybe he will go away.
CG
1) Why do board members feel the need to expose their business problems here on the board? Work it out in private. It almost seems like black mail to me.
2) with that said, I do think DLRC was wrong and should have handled the situation more professionally. I don't think they should eat the loss, but they should have called you to explain what happened, maybe offer to split the difference or give you a $100 credit..... or something to make it up to you.
3) Numis Ed is a loud mouth!
jade
Let us know if they do anything to make it right.
Tom
Karl - Jack sounds like a nice guy!
K S
That said, you are definitely entitled to a special on your next purchase. The next time you want to place an order, please call me directly and I will take this situation into consideration.
In response to other coments raised here:
1. Should you be mad? Yes. But we still cannot be responsible for typo that would cost us $1000. I'm sure if the shoe were on the other foot you'd understand. (Win said the you said as much during your call today.)
2. Do you deserve the coin at the original (incorrect price) of $935.? Of course not. We cannot be responsible for errors made, especially when we discover them before the item was shipped. Your credit card was charged and voided in the same day, which means the charge will likely not even show up on your statement. As a buyer, you have a 10-day return privelege, no questions asked. Is it really necessary to back us into a corner on the sell side? Remember, a relationship is a 2-way street.
3. At the very least Win should have called you himself... I agree and this was a second error on our part. Too err is human, to forgive... Well, I'm learning not to expect any forgiveness from a few of the members of this forum. It's clear that there are a small number of folks out there who would like nothing more to villify and exaggerate every issue raised here. I'm not sure what those people are hoping to achieve with that angle, but you run the risk of sending innocent parties to coin dealers who are TRULY unsavory and don't care what their rep. is. In my case, I've spent over 20 years building this company with my father and I personally take offense to those of you taking cheap shots at me, my company and my employees. We NEVER do anything to take advantage of our customers and 99.9% are satisfied. What can I say. Nobody is perfect. But that doesn't me you should roast us just for being human. Have a nice day...
Now...I think CalGold and Bustman really summed it up. I too do not think DLRC should eat the loss for what I truly believe is an honest mistake. However, if there ever was a case where customer service must be at an all time high and really shine, this is it!! A personal call, and not an email, should have been placed to marcalan and some amicable way of remediating the problem worked out....one that both parties could live with....and this is far more likely to be done when a personal call is made and made the instant the problem is discovered....not allowing the customer to discover the problem first.
I do not think you got "screwed" as it is being used loosely here. I think it was and is an unfortunate mistake that ballooned into a bigger problem by lack of good communication back to marcalan from DLRC.....good guys I want to add!!
Mike Printz
Harlan J. Berk, Ltd.
https://hjbltd.com/#!/department/us-coins
<< <i>the differnece is that dlrc offers a return policy. i don't know of any customers that would walk up to a coin table & offer the dealer a return privilege, much less a revocation privilege >>
Sorry, Karl, but in my opinion, that is a poor argument in defense of sticking it to a seller if the price error is on the low side, but expecting a buyer to be let off the hook if the error is on the high side.
This was an honest mistake and is (or should be) about fairness. EITHER party (not just a buyer/collector) should be excused in such a situation.
Concerning DLRC, I used to buy a lot from them, but have not been pleased lately. An example. I recently saw a coin listed on the DLRC site for $6,500. I thought the price was high but not ridiculous. I owned a similar coin, same series, same grade, same service, slightly better date and slightly lower pop, which I had been thinking of selling. I called Win and offered them my piece at $5,500, and was laughed off the phone, and frankly treated rudely. I was told their coin had phenomenal eye appeal (it looked ugly to average on their image), and that it was much better than mine (of course they hadn't seen mine). Win yelled at me to stop eating while talking on the phone (I wasn't eating, and sorry he thought so). I asked what he thought would be a more realistic price. He said he would check but sounded annoyed that he had to do so. He came back a minute later and said they had no interest in quoting a price range. I asked if they would like to see it and make a sight seen offer. Again no interest. I asked if they would take it on consignment. Again no interest. What the heck, it says all over their advertisements that they are strong buyers of all coins and please call to discuss. Well after this experience, no thank you. Now this is someone and a firm I have bought from and sold to before. I was a decent customer, and got totally turned off.
I can understand someone having a bad day. But how about saying he is busy and will need to get back to me, or having someone else talk to me. Now I see another similar story. What is going on at DLRC. This is a retail shop, and cutting off someone looking to do a $5,000 to $6,000 deal is too much. Plenty of other great dealers out there, to keep fooling around with rudeness.
Greg
To everyone who said that I was a loud mouth or other derogatory things.................BITE ME
By the way, what is the coin?
Robert
Thank you for taking the time to participate in the discussion on behalf of DLRC. I would hope that everybody would actually READ your post.
Russ, NCNE
I agree. Let's talk coins, not consumer affairs.
Dave
P.S.
This reminds me of a story. I once went to the bank to buy an $2,000 cashiers check (I was buying a car while in college). When I got outside the bank, I noticed the cashiers check was errantly made out for $20,000, not $2,000. I went back in and got it corrected.
Question: Was the additional $18,000 technically mine? The transaction was complete. Was I some how screwed?
chris