(Topic ID: 232184)

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

By KozMckPinball

5 years ago


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  • 86 posts
  • 40 Pinsiders participating
  • Latest reply 5 years 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 5 years 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: [email protected]

    --------------------------------------------
    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 5 years ago

    Contact us here at - [email protected]

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

    Best Regards
    Stern product support

    #3 5 years 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: [email protected]
    --------------------------------------------
    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 5 years ago

    Fucking pathetic

    #5 5 years ago
    Quoted from Wakky:

    Contact us here at - [email protected]
    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 5 years 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).jpeg897DA392-A97A-44E2-8042-84D6BD3AE9DB (resized).jpeg
    #7 5 years 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 5 years 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 5 years ago
    Quoted from Wakky:

    Contact us here at - [email protected]
    Ask for Peter

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

    #10 5 years ago
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    #11 5 years 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 5 years ago

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

    #13 5 years 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 5 years 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 5 years 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 5 years 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 5 years ago

    "Beware"

    #18 5 years 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 5 years ago

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

    #20 5 years ago

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

    #21 5 years 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 5 years 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 5 years ago
    Quoted from twinmice:

    Sent in the form, never got it.

    Same here. Never got a shirt.

    #24 5 years ago

    Never got my Aerosmith fix kit I requested

    #25 5 years 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 - [email protected]
    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 5 years ago
    Quoted from Wakky:

    Contact us here at - [email protected]
    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 5 years 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 5 years ago

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

    #29 5 years ago

    Why aren't you contacting your CC company??

    #30 5 years ago

    He said he still wanted the frames....

    #31 5 years 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 5 years 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 5 years ago

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

    #34 5 years 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).jpg7 (resized).jpg
    1 week later
    #35 5 years 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 5 years 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 5 years ago
    Quoted from KozMckPinball:

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

    Can you call them?

    John

    #38 5 years 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 5 years 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 5 years 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 5 years 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 5 years 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 5 years 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 5 years 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 5 years 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 5 years ago
    Quoted from javagrind888:

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

    I recommend this...

    234guide (resized).png234guide (resized).png
    #47 5 years 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).jpgScreenshot_20190114-165134_Chrome (resized).jpg
    #48 5 years 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 5 years 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 5 years ago

    Better late than never?

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

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