(Topic ID: 232184)

Stern took my $333.50 on August 21st - Resolved Acceptably January 24th


By KozMckPinball

1 year ago



Topic Stats

  • 86 posts
  • 40 Pinsiders participating
  • Latest reply 1 year ago by LesManley
  • Topic is favorited by 4 Pinsiders

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    There are 86 posts in this topic. You are on page 1 of 2.
    #1 1 year ago

    I have received no product, no returned communication from Stern or Sullivan Group. They took my money on August 21st 2018. Try getting your money back from these people, it is impossible. Why bother listing a shipping method or charging me for shipping? Sad Stern. Really weak, unprofessional and sad.

    ---------------------------------------------
    From the Stern Pinball Apparel & Accessories - Stern Pinball Order Center
    ---------------------------------------------
    ALERT - SULLIVAN GROUP will be the store name appearing on your CREDIT
    CARD statement.

    Sullivan Group is the official licensed provider of Stern Pinball
    Merchandise.

    You can contact us by

    Phone: Customer Service 574-773-2108 or
    Email: service@sullivangroupusa.com

    --------------------------------------------
    Order Information
    ---------------------------------------------
    Date Purchased: 08/21/2018 07:22 PM
    Order Number: XXXXXXX

    ---------------------------------------------
    ================================================================================
    Description Qty Price
    ================================================================================
    Ln# 001| SP64 LED Backlit Translite Display Frame 3 297.00

    | Shipping Method: USPS Priority Mail
    --------------------------------------------------------------------------------

    SubTotal -> 297.00
    Shipping/Handling -> 36.50
    Tax Total -> 0.00
    Total -> 333.50

    ================================================================================
    Payment Information Amount
    ================================================================================
    Visa 333.50

    26
    #2 1 year ago

    Contact us here at - support@sternpinball.com

    Ask for Peter who will contact our contracted distribution manager to follow this up for you .

    Best Regards
    Stern product support

    #3 1 year ago
    Quoted from KozMckPinball:

    I have received no product, no returned communication from Stern or Sullivan Group. They took my money on August 21st 2018. Try getting your money back from these people, it is impossible. Why bother listing a shipping method or charging me for shipping? Sad Stern. Really weak, unprofessional and sad.
    ---------------------------------------------
    From the Stern Pinball Apparel & Accessories - Stern Pinball Order Center
    ---------------------------------------------
    ALERT - SULLIVAN GROUP will be the store name appearing on your CREDIT
    CARD statement.
    Sullivan Group is the official licensed provider of Stern Pinball
    Merchandise.
    You can contact us by
    Phone: Customer Service 574-773-2108 or
    Email: service@sullivangroupusa.com
    --------------------------------------------
    Order Information
    ---------------------------------------------
    Date Purchased: 08/21/2018 07:22 PM
    Order Number: XXXXXXX
    ---------------------------------------------
    ================================================================================
    Description Qty Price
    ================================================================================
    Ln# 001| SP64 LED Backlit Translite Display Frame 3 297.00
    | Shipping Method: USPS Priority Mail
    --------------------------------------------------------------------------------
    SubTotal -> 297.00
    Shipping/Handling -> 36.50
    Tax Total -> 0.00
    Total -> 333.50
    ================================================================================
    Payment Information Amount
    ================================================================================
    Visa 333.50

    Based on my limited interactions with them (i.e. when I can't get something anywhere else), Stern's store provider is really terrible. Stern needs to contract with someone from the 21st century.

    #4 1 year ago

    Fucking pathetic

    #5 1 year ago
    Quoted from Wakky:

    Contact us here at - support@sternpinball.com
    Ask for Peter

    Thanks I appreciate that. Was supposed to be Christmas presents. T.H.I.S. Y.E.A.R. I waited as long as I could before doing this. Sorry that I had to.

    #6 1 year ago

    Mark was super helpful with me and refunded me for something I ordered on accident w/in 24 hours

    897DA392-A97A-44E2-8042-84D6BD3AE9DB (resized).jpeg
    #7 1 year ago

    Why have you not disputed the charge with your credit card company yet? Do it now, case closed and you'll get your money back because they won't be able to provide proof of delivery.

    #8 1 year ago
    Quoted from snakesnsparklers:

    Why have you not disputed the charge with your credit card company yet? Do it now, case closed and you'll get your money back because they won't be able to provide proof of delivery.

    I really just want to know the status of my order first. I wanted the frames, still do.

    #9 1 year ago
    Quoted from Wakky:

    Contact us here at - support@sternpinball.com
    Ask for Peter

    Done. I'll try Mark's number as well later during work hours....

    #10 1 year ago
    giphy (resized).png
    #11 1 year ago

    I guess the redeeming point here would be, if I invested that $333.50 in the stock market on August 21st, it would only be worth $281.50, so I guess Stern actually did me a favor, I saved $52 if I ever get a refund.

    #12 1 year ago

    I am also waiting on my order for 2 backlit Translite frames - so you are not alone.

    #13 1 year ago
    Quoted from ScottinSGFNY:

    I am also waiting on my order for 2 backlit Translite frames - so you are not alone.

    I knew there were others. I hope there's some information here that you can use.

    #14 1 year ago
    Quoted from ScottinSGFNY:

    I am also waiting on my order for 2 backlit Translite frames - so you are not alone.

    Also waiting . I emailed Mark 3 days ago. He said they are “on the water” being shipped from overseas. Said he would email once he has a date.

    #15 1 year ago
    Quoted from KozMckPinball:

    Thanks I appreciate that. Was supposed to be Christmas presents. T.H.I.S. Y.E.A.R. I waited as long as I could before doing this. Sorry that I had to.

    You shouldn't be sorry, it's Stern or Sullivan Group that should be sorry. But they didn't even apologize. Just said, Contact us here at xxxxxxxxxxx

    #16 1 year ago
    Quoted from Spiderpin:

    You shouldn't be sorry, it's Stern or Sullivan Group that should be sorry. But they didn't even apologize. Just said, Contact us here at xxxxxxxxxxx

    Agree but just glad at this point to get some progress, small progress as it is, towards getting the stuff I ordered/paid for a LONG time ago.

    #17 1 year ago

    "Beware"

    #18 1 year ago

    I wonder what the ones we receive (if we ever get them) will look like. Probably not even the same one that was pictured.

    #19 1 year ago

    More like "No" ware. That's where my order went.

    #20 1 year ago

    Small Claims Court filing should get their attention. Or at least a letter from a Lawyer.

    #21 1 year ago

    Man Stern just doesn’t ever give a shit about anything do they. I bet Stern is still patting themselves on the back about how “generous” they were giving away some shirts with a pinball machine purchase.

    #22 1 year ago
    Quoted from tacshose:

    Man Stern just doesn’t ever give a shit about anything do they. I bet Stern is still patting themselves on the back about how “generous” they were giving away some shirts with a pinball machine purchase.

    Sent in the form, never got it.

    #23 1 year ago
    Quoted from twinmice:

    Sent in the form, never got it.

    Same here. Never got a shirt.

    #24 1 year ago

    Never got my Aerosmith fix kit I requested

    #25 1 year ago
    Quoted from PW79:

    Never got my Aerosmith fix kit I requested

    Quoted from Shredso:

    Same here. Never got a shirt.

    Quoted from twinmice:

    Sent in the form, never got it.

    Quoted from Wakky:

    Contact us here at - support@sternpinball.com
    Ask for Peter who will contact our contracted distribution manager to follow this up for you .
    Best Regards
    Stern product support

    1 week later
    #26 1 year ago
    Quoted from Wakky:

    Contact us here at - support@sternpinball.com
    Ask for Peter who will contact our contracted distribution manager to follow this up for you .
    Best Regards
    Stern product support

    Sent an email as instructed 12 days ago and received no reply.

    #27 1 year ago
    Quoted from KozMckPinball:

    Sent an email as instructed 12 days ago and received no reply.

    Now contact visa, they will reply to you instantly.

    #28 1 year ago

    At this point I hope mine comes with Translites already installed.

    #29 1 year ago

    Why aren't you contacting your CC company??

    #30 1 year ago

    He said he still wanted the frames....

    #31 1 year ago
    Quoted from spfxted:

    He said he still wanted the frames....

    At this point he has no frames and no money so what good does that do him?

    #32 1 year ago
    Quoted from CubeSnake:

    Why aren't you contacting your CC company??

    If Stern ever admits that they cannot fulfill the orders then I'd want my money back. I have been hoping for word from them one way or another before taking any action. Sad that they cannot just tell us.

    #33 1 year ago

    Just got an email they are arriving next week at Stern.

    #34 1 year ago

    Instead of buying the frame from Stern, you can make your own for under $100.00

    Blog Post :
    https://pinballsupernova.wordpress.com/2018/08/03/pinball-related-builds-construction-of-a-light-box-for-pinball-translites-video/

    YouTube Video :

    7 (resized).jpg
    1 week later
    #35 1 year ago
    Quoted from TomGWI:

    Just got an email they are arriving next week at Stern.

    Anybody have an update? Close to 5 months now since they took my money.

    #36 1 year ago
    Quoted from KozMckPinball:

    Anybody have an update? Close to 5 months now since they took my money.

    That was the last I heard anything.

    #37 1 year ago
    Quoted from KozMckPinball:

    Anybody have an update? Close to 5 months now since they took my money.

    Can you call them?

    John

    #38 1 year ago

    I called Sullivan Group at the number listed on the order today
    574-773-2108
    Spoke with Lisa, she said I need to contact Dorthy at Stern
    Phone number is 708-345-7700 Option 2 parts.
    Dorothy said they were coming in next week and will fit the new Smaller translites asin the Sterns with an LCD display.

    I officially asked Dorothy to cancel my order and asked her to contact Sullivan Group to issue me a refund which is what Lisa at Sullivan said to do.
    Sullivan group issues the refunds but You have to contact Stern to cancel the order.

    Now to see if it actually happens.

    #39 1 year ago
    Quoted from ScottinSGFNY:

    I called Sullivan Group at the number listed on the order today
    574-773-2108
    Spoke with Lisa, she said I need to contact Dorthy at Stern
    Phone number is 708-345-7700 Option 2 parts.
    Dorothy said they were coming in next week and will fit the new Smaller translites asin the Sterns with an LCD display.
    I officially asked Dorothy to cancel my order and asked her to contact Sullivan Group to issue me a refund which is what Lisa at Sullivan said to do.
    Sullivan group issues the refunds but You have to contact Stern to cancel the order.
    Now to see if it actually happens.

    Thanks. They only fit the smaller LCD era translites? This is not what we ordered, not what was on their website. Pathetic. Makes business sense I guess to them.

    13
    #40 1 year ago
    Quoted from KozMckPinball:

    Thanks. They only fit the smaller LCD era translites? This is not what we ordered, not what was on their website. Pathetic. Makes business sense I guess to them.

    That’s what was said then when I said I was canceling she said let’s wait and see what comes in maybe we will have both sizes and then you can make your decision.

    I just decided I’m done with it and asked to cancel regardless.
    I have officially put my money where my mouth is. I will not buy any new Stern pinball machines or Stern products after being a loyal customer and having bought over 10 new Stern Pinball machines in the past because they are not responding to a customer service issue on my last NIB purchase. No excuse for them to not handle an issue with a machine I purchased new. I’ll spend my pinball money elsewhere.

    #41 1 year ago
    Quoted from KozMckPinball:

    Thanks. They only fit the smaller LCD era translites? This is not what we ordered, not what was on their website. Pathetic. Makes business sense I guess to them.

    I recall it said for the smaller translites when I ordered as I got it specifically for my Maiden trans I ordered at the same time.

    12
    #42 1 year ago

    I just want to chime in and say I can't stand working with this "Sullivan Group" either. Around Christmas I ordered a shaker motor and a volume control/headphone plate. They charged me $15 shipping for EACH item. I asked them about it and they said that shaker motors are shipped from a different location. I thought that reasonable until they both came from the same address.

    #43 1 year ago
    Quoted from KozMckPinball:

    I really just want to know the status of my order first. I wanted the frames, still do.

    I think there are occasional communication issues between Stern and their online store partner. Stern may have no clue about your order. Simple call to Dorothy at Stern to fix.

    #44 1 year ago

    Isn't it illegal to charge your card before the goods are shipped? Or is it just against certain credit card processor agreements?

    #45 1 year ago
    Quoted from JodyG:

    Isn't it illegal to charge your card before the goods are shipped? Or is it just against certain credit card processor agreements?

    I have never heard of that. If someone does that it's due to their own company policy. There is nothing illegal or wrong about charging a card prior to shipment.

    #46 1 year ago
    Quoted from javagrind888:

    I can't stand working with this "Sullivan Group" either

    I recommend this...

    234guide (resized).png
    #47 1 year ago
    Quoted from snakesnsparklers:

    I have never heard of that. If someone does that it's due to their own company policy. There is nothing illegal or wrong about charging a card prior to shipment.

    Screenshot_20190114-165134_Chrome (resized).jpg
    #48 1 year ago
    Quoted from snakesnsparklers:

    I have never heard of that. If someone does that it's due to their own company policy. There is nothing illegal or wrong about charging a card prior to shipment.

    Charging a card is a two step process. An authorization and then a capture. I'm pretty sure it's a no-no to "capture" funds before shipping the product. You can authorize the card for the amount but not supposed to capture before shipping. I don't know how this breaks down in the federal law, etc. but this is what I've always seen and it would definitely hold up in this case regarding a charge back.

    #49 1 year ago

    Email from Mark Sullivan yesterday, sent to all of us:

    Greetings to our Stern customers and supporters,

    First, our apologies for the lack of communication on your translite frame orders. I now have all the order information for each customer and will be sending updates. The frames arrived in Chicago customs last week and we are just waiting on the truck to drop them off at our dock (we are in the suburban Chicago area). I will send the shipping updates when the orders are ready to ship. I will also be including a gift along with your order for the inconvenience. Again, our sincerest apologies!

    Thank you for your support of Stern!!

    #50 1 year ago

    Better late than never?

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