Last years I ordered multiple times from Ministry of Pinball, one of many shops here in Europe. I never have issues when I place an order at the bigger pinballshops in Germany and UK, but Ministry of pinball is different. This shop sometimes ship after 1-2 days and sometimes takes more then a week to process a order, when this happens, then is done without any notice (which to my opinion is not really customer friendly). If you enquire for the status or tracking number they simply do not respond to your mail.
Till now they always delivered.
Last month I ordered again and some parts that I ordered (12 pieces) were missing from the package. I send a mail to them and waited 3 weeks not a single reply.
Luckily I paid through Paypal and I was able to dispute the transaction and then a miracle happened. I immediately I got a response telling that I was right and they were going to send me the missing parts BUT they wanted me to remove the claim.
I responded that I was happy that they responded but I emailed them before and got no response and that I was planning to remove the claim after I have received the missing parts (which is something Paypal advises “Close the transaction if you 100% satisfied”).
The response Ministry of Pinball gave was as follow (My translation, the original is can be found in the bottom of this post in Dutch):
“Because we are the biggest store from Europe and it’s possible that we miss a mail now and then. You could also put a claim on the missing 3 parts, we will send the missing parts to you but we will Close your account at Ministry of Pinball because we think you have crossed the line by handling it this way”
Uhm, dear Ministry of Pinball, you have made multiple mistakes in this transaction:
No 1: Did not send the right quantity
No 2: Did not respond to my mail
You ask me to close the dispute before it is settled and now you think my reaction is “Crossing the line” Really?
So Pinsiders be aware that this is the way Ministry of Pinball treats there customers who complain. Draw your own conclusions.
Translog in Dutch from Paypal <names are removed from log>
Van Koper 16-04-2016 05:16 PDT
Beste,
Ik heb de bestelling ontvangen, echter heb ik maar 4 rubber voeten ontvangen, terwijl ik 4 sets heb besteld. Dus ik verwachtte 16 stuks niet 4.
Van Verkoper - Ministry of Pinball 18-04-2016 06:20 PDT
Hallo, daar heb je idd recht op, deze zullen we je even nasturen. Graag de claim van €173,59 verwijderen.
Van Koper 18-04-2016 06:38 PDT
Ik heb 3 weken geleden een email gestuurd, en geen reactie van jullie ontvangen.Het is goed dat jullie he erkennen en nu wel iig iets laten horen. Ik haal de claim eraf als ik de ontbrekende producten ontvangen heb.
Van Verkoper - Ministry of Pinball 18-04-2016 09:14 PDT
Beste, als grootste online Pinball Store van Europa is het missen van een mail zowaar een keer mogelijk. Je had ook gewoon een claim kunnen leggen op de 3 ontbrekende rubbers. We zullen de rubber voetjes je morgen doen toekomen. Ook zullen we je account bij ons stopzetten want wij vinden het je manier van reageren namelijk buiten proporties.
Van Verkoper - Ministry of Pinball
25-04-2016 23:59 PDT
Svp je claim verwijderen.