Trust Me Bro...but can we?

[dgcruiser]

It is a bit of a click-baity title, but hey, if LTT can justify it, I can too

 

A very TL;DR of my relevant background: I have followed Linus (and, naturally, LTT) all the way from his original NCIX videos.  I have regularly provided counter-arguments in favor of LTT with friends and coworkers (IRL! crazy, I know), as well as in a limited capacity online (I tend not to engage in most forms of social media...there's just too many toxic and disingenuous people).  I genuinely think that Linus (and his companies) mean well, although they are still human.

 

Now, the reason for the title.  I do trust LTT (Store) to do the right thing for its customers.  BUT (and it is a big but) I am now questioning whether I can trust them to always enable themselves to do the right thing.

 

Story time: I ordered an XL Super Soft Hoodie from lttstore.com on November 22.  It was delivered on November 30.  I tried it on that day and, unfortunately, I found that it is too big (but really liked everything else about it).  That same evening, I followed the link in my order confirmation email to view my order on the store website, and requested a return (noting in the request that I wished to exchange it for a large size).  I received a confirmation email of the request shortly after I submitted it.  I waited, patiently, because I figured that support was very backed up with BFCM sales volume.  

Late on December 13 (Friday), I sent an email to support@lttstore.com asking about the state of my return/exchange request, and got an automated acknowledgement response.  To their credit, I got a response tonight (Tuesday, December 17), where I was told they would be happy to exchange it (good job, "Trust me bro" guarantee), but unfortunately, they are out of stock of the large size (and, I found upon checking the store tonight, all sizes).  I can still return it for a refund, of course.

 

So this is where I am at.  I think it is very likely that 2 weeks ago, they had stock. Obviously, I can't say that for sure - I didn't check the site for their size availability of the super soft hoodie two weeks ago.  Their widely touted promise (which I believe...believed?) that they'll do the right thing is now in question for me.  Or, at least the level of commitment behind it is in question for me.  I do still believe that they generally want to do the right thing, but I also believe that flaws in their customer service processes unnecessarily limit their options, restricting their ability to offer options.  This is an unforced error.  Customer service is by no means a new field, and it has been multiple years, now, that LTT (Store) has been assuring us that they are aware of pain points within their customer service arm.  Yet, it seems that they keep on tripping over their own feet.  Again, I do think they are well-intentioned, but because they continue to deal with a variety of issues (in this case, I presume, losing track of my initial request that was submitted directly to their own website), they let their customers down.  I would understand if they'd responded promptly and just simply ran out of stock.  That is not in their (customer service's) control.  Their delay in responding (or, really, never responding to my initial request) is entirely in their control.

 

Mainly, I am feeling deflated and defeated tonight.  I suppose that the lesson I am supposed to learn here is that when I order clothing from lttstore.com, I should just order several sizes/varieties, and leverage the Trust Me Bro policy to return all the ones I don't need/want?  That feels like a terrible thing to do, because it is taking advantage of their policy to have the best outcome for ME, while abusing their policy and wasting their money in the process.  I don't want to do that (and, realistically, my conscience wouldn't let me).  With experiences like this, though...what other conclusion should I arrive at to assure the best out come for me, the customer?

(Yes, I am aware of my over-usage of parenthesis here.  19 in a post is, admittedly, pretty excessive.)

[thrasher_565]

sound like they will swap it out just might take some time. can wate or get a refund. im shur there backed up and well shipping ship the bed...you no its xmiss, people getting flooded atm, people on strike so on...

Edited December 18, 2024 by thrasher_565

[dgcruiser]

No, they did not offer to wait for more stock to exchange.  They offered a refund, since they do not have stock.  I did ask if they are planning to order more, or if this will be a one-time product, so we will see what they say.

 

That, however, is missing the point of my concerns here.  My point is that their internal issues limit their ability to take care of their customers (despite their best intentions), and it can actually negatively affect their customers beyond "simply" wasting people's time.

[manikyath]

they offered a refund no questions asked, and you doubt you can trust them to make things right?

 

do you expect them to stop the presses each time a ticket comes in to hold stock aside?

[dgcruiser]

I don't think you fully read and understood what I posted.  I do largely trust them, or their intentions, to make things as right as they can.  What I'm calling out is that because of their issues that they continue to struggle with, they limit the options that they would otherwise be able to offer.  They end up restricting themselves in what they can offer to make things right, because of these problems. 

 

Quote

do you expect them to stop the presses each time a ticket comes in to hold stock aside?

This is a pretty disingenuous remark.  I didn't state nor imply anything like that.

As for what I expect...I expect a reasonable turnaround.  A few days is pretty reasonable.  A few weeks...much less so.

Edited December 18, 2024 by dgcruiser
minor word change to clarify intent

[dgcruiser]

I will add that I chose to post here instead of Reddit because I hope that people here will take the time to read and think about what I took the time to write, instead of skimming it and making throwaway remarks like so many others on the Internet...

 

Obviously, I don't expect everyone to read or engage with my post.  I don't have those delusions of grandeur.  I would hope, though, that if someone takes the time to respond here, that they show a bit of respect by taking the time to give a meaningful response.  Clarifying questions are great, if something I said is unclear or ambiguous.  Making broad assumptions about my intent, plainly misrepresenting what I wrote, or hand-waving away my concerns in defense of LTT is a waste of everyone's time.

[Corrupt_Liberty]

I think you are a victim of your own patience. Would you have let any other online store go two weeks without a response? You should hold LTT to the same standard as any other platform, if not higher.  The squeaky wheel gets the grease. 

[Branmo]

I understand where you're coming from but that clickbait title got me annoyed because LTT gets enough hate as is (I use FP so I don't see the clickbait titles). But I do believe they handled it the best they could with what they had. A refund makes complete sense when they simply don't have the item in stock because it sold out so fast which is generally a good sign that it may get restocked. Btw, not saying this to say you're at fault here, but Linus (and I believe on the store, could be wrong) they say to double check the sizes because they are accurate.

[dgcruiser]

6 hours ago, Corrupt_Liberty said:

I think you are a victim of your own patience. Would you have let any other online store go two weeks without a response? You should hold LTT to the same standard as any other platform, if not higher.  The squeaky wheel gets the grease. 

You are 100% right.  I think part of why I waited so long is because I wanted to test their promises of how much better they are doing to respond to all support requests.  Maybe I wanted to give them rope and see what ended up happening...would they metaphorically hang themselves, or prove that my trust in them was well-placed?  I think it was that, mixed with the business of the end of year at work, family, etc.

 

You're also right that I wouldn't have let a different retailer go that long without a response.  I did let myself trust them too much.  That is very clear now.  I don't like being an annoying customer, though, and Linus goes out of his way on WAN show to emphasize how hard they're working on customer support, that "don't worry, we will get to you, we promise", and I took that to heart too readily.

[Corrupt_Liberty]

6 minutes ago, dgcruiser said:

You are 100% right.  I think part of why I waited so long is because I wanted to test their promises of how much better they are doing to respond to all support requests.  Maybe I wanted to give them rope and see what ended up happening...would they metaphorically hang themselves, or prove that my trust in them was well-placed?  I think it was that, mixed with the business of the end of year at work, family, etc.

 

You're also right that I wouldn't have let a different retailer go that long without a response.  I did let myself trust them too much.  That is very clear now.  I don't like being an annoying customer, though, and Linus goes out of his way on WAN show to emphasize how hard they're working on customer support, that "don't worry, we will get to you, we promise", and I took that to heart too readily.

Don't get me wrong, I think Linus' team does a better job than most retailers when it comes to solving issues and responding. But nobody is perfect and sometimes things fall between the cracks. I'm patient up to a point. I think 48 hours should be enough time to respond. If I don't hear anything by then I'll be barking on day three.  

[dgcruiser]

1 hour ago, Corrupt_Liberty said:

Don't get me wrong, I think Linus' team does a better job than most retailers when it comes to solving issues and responding. But nobody is perfect and sometimes things fall between the cracks. I'm patient up to a point. I think 48 hours should be enough time to respond. If I don't hear anything by then I'll be barking on day three.  

I do agree that from what I have seen, once they engage on a support issue, they do a good job of offering reasonable options to take care of their customers.  I do trust them there.  What I have now learned is that I (we) cannot trust them to respond to all support requests, not just to respond to them promptly.  I would really like to know what happened to the request I submitted via the order status page on the store.

4 hours ago, Branmo said:

I understand where you're coming from but that clickbait title got me annoyed because LTT gets enough hate as is (I use FP so I don't see the clickbait titles). But I do believe they handled it the best they could with what they had. A refund makes complete sense when they simply don't have the item in stock because it sold out so fast which is generally a good sign that it may get restocked. Btw, not saying this to say you're at fault here, but Linus (and I believe on the store, could be wrong) they say to double check the sizes because they are accurate.

Ha yeah, I don't blame you for that reaction to the title.  I feel the same way with some of their video titles.  I get that Linus has the data to show that their videos perform better when they have those kind of titles, but it is grating when the titles create an expectation for what you're going to watch and then it is something very different.  I'm not sure if my doing the same thing is hypocritical, or a little bit of defiance on my part  as for the sizing, everything else I have ordered as an XL has fit me great, so I figured the sweater would be consistent with that.  Do we all really pull out a tape measure and check all of our body sizings and make sure that each article of clothing we order matches up?  Of course not - once we figure out a size that works with a brand, we tend to trust that the fit will be relatively consistent across their products.  I'm not upset about that, though.  It happens.  

I absolutely agree - they did handle it the best they could...once they actually responded.  That's the caveat I'm emphasizing here.  I think the timeliness and reliability in responding to support requests is a critical part of a good customer support team.  They nail half of it - they do the right thing when they do get around to it - but I feel like they over-index on that half while downplaying the importance of timely and reliable accountability for each support request received.

 

Overall, I think the feedback I want to give the team (and particularly, Linus) is not to oversell the promises to trust them to respond to every support request.  A great step in building that trust would be transparency when they do fall short.  Instead of a boilerplate "Sorry for the delayed response" (which is what I got), actually own whatever problem led to the failure after looking into it.  The fact that they did respond in ~2 business days to my follow-up email suggests they have a software or process problem when it comes to support requests submitted via the store's website compared to emails to the support email address.  Transparency about how and why they screwed up would go a long way to building trust (and empathy).

 

At the end of the day, yeah, I am disappointed that I won't have the sweater.  It really is a nice product (although one of the reviews on the store about how hard it is to clean has me a little concerned with my having young kids).  I'll get over that, though.  My bigger frustration is how they dropped the ball with my support request in general.  Yes, they did the right thing by offering a full refund/return (which looks like got approved this morning), and I give them a thumbs up for that.  However, they failed my slightly intentional, slightly unintentional test of seeing what happens if I submit a support request and "trust you bro" to responsibly handle it without my having to follow up.

 

I also want to thank both of you for your responses.  They're polite and fair without being dismissive and defensive.

[FrozenIpaq]

This will be an issue with most companies that you work with - running out of stock of an item that you'd like a replacement for. In most of those cases, they would find a similar item/substitute or issue a refund - in this case, LTT went the refund route. It sounds like the main complaint you have is the response time - again, black friday and the holiday season is one of the worst for customer support (as you had noted). From everything I've seen, they're constantly trying to improve but I've found no company to be perfect here - think this was just unfortunately a case of bad luck with your case being either lost originally or de-prioritized maybe - we can't know for certain (could be was deprioritized due to out of stock issues or not having clarity on what the proper course of action would be at the time it was originally received - that's certainly case)

 

They still took care of you in the end, whether or not it was to your liking or satisfaction is another question as to what you expect. I hate ordering clothes online for that exact reason - I have no idea how it fits and returning is a bit of a pain and never guaranteed to get a replacement.

 

I ordered a 3080 back when there were stock issues (everwhere) from B&H - the package was lost in transit and thus I never received it. They weren't able to get me another one so issued a refund - back then that was a huge issue as stock was impossible to get, it took me another 3 months to get one. The last thing I wanted was a refund - and even then it was store credit - not a full refund. I didn't mind since I had use for the credit and bought something else.

 

You're "lesson" at the end of your first post - I think it is more to do with, don't expect everything to be perfect when ordering clothing online. Set expectations for yourself - ordering clothing online is one of the most difficult things to do - and most of the clothing items on LTT store have turned out to be more limited than I think people expected. Heck if you even keep an eye out for other major brands, they often are discontinuing items fairly quickly as well. A jacket I got last year has already been nuked from existence from another brand and I can't get a replacement at all - a bit disappointed as the jacket was lost and I was looking to replace it (and it was pricey). So be prepared to be let down by other clothing brands/companies too I guess is my message

[dgcruiser]

36 minutes ago, FrozenIpaq said:

This will be an issue with most companies that you work with - running out of stock of an item that you'd like a replacement for. In most of those cases, they would find a similar item/substitute or issue a refund - in this case, LTT went the refund route. It sounds like the main complaint you have is the response time - again, black friday and the holiday season is one of the worst for customer support (as you had noted). From everything I've seen, they're constantly trying to improve but I've found no company to be perfect here - think this was just unfortunately a case of bad luck with your case being either lost originally or de-prioritized maybe - we can't know for certain (could be was deprioritized due to out of stock issues or not having clarity on what the proper course of action would be at the time it was originally received - that's certainly case)

 

They still took care of you in the end, whether or not it was to your liking or satisfaction is another question as to what you expect. I hate ordering clothes online for that exact reason - I have no idea how it fits and returning is a bit of a pain and never guaranteed to get a replacement.

 

I ordered a 3080 back when there were stock issues (everwhere) from B&H - the package was lost in transit and thus I never received it. They weren't able to get me another one so issued a refund - back then that was a huge issue as stock was impossible to get, it took me another 3 months to get one. The last thing I wanted was a refund - and even then it was store credit - not a full refund. I didn't mind since I had use for the credit and bought something else.

 

You're "lesson" at the end of your first post - I think it is more to do with, don't expect everything to be perfect when ordering clothing online. Set expectations for yourself - ordering clothing online is one of the most difficult things to do - and most of the clothing items on LTT store have turned out to be more limited than I think people expected. Heck if you even keep an eye out for other major brands, they often are discontinuing items fairly quickly as well. A jacket I got last year has already been nuked from existence from another brand and I can't get a replacement at all - a bit disappointed as the jacket was lost and I was looking to replace it (and it was pricey). So be prepared to be let down by other clothing brands/companies too I guess is my message

Yes, I have no issue with the options they provided me once they responded (although really, for any online clothing retailer, returning for a refund feels like a baseline for a good company, not something particularly noteworthy these days).

If my case was deprioritized for any reason (which, there could be legitimate reasons), it takes no time at all to fire off an email that a human has looked at it, and what is going on.  Managing expectations is a major part of any customer-facing role.

Around expectations for online clothing shopping, I agree with everything you stated.  Like I said, their eventual offer is totally fine. I'm satisfied with that.  It isn't a big deal that they are currently out of stock.  I get all of that.  The issue is with how they dropped the ball on responding to my case and how that undermines the effectiveness of their Trust Me Bro warrantee/guarantee, since they failed on a key half of that process.  It is more than "yeah, we are slow to respond sometimes, sorry".  I feel like that downplays the significance of that aspect of a customer support process.  It undermines the credibility of their entire support process (at least for me), because you can't rely on them to be responsible/accountable for all requests received.  Like I said in another reply, they nailed 1/2 of it.  They took care of my problem once they engaged.  They fell hard on their face on the other 1/2 of it (reliable and timely responses to requests), and, in this case, that negatively impacted the options they were able to offer for the first 1/2.

[dgcruiser]

I do really appreciate that in the end, they offered a return/refund, and that's the best they can do in the situation they put themselves/me in.

 

To drive home what I'm trying to get at, I'll compare it to your home being robbed.  Maybe you call the police, and they take a while to get there, but in the end they take care of you.  In the end, they get the guy, although it takes them quite a while and the thief has sold most of the stuff he stole at that point.  He goes to jail, maybe you get some kind of remuneration from insurance for the lost items - you're "taken care of".  However, things could have gone much differently if the police had responded more quickly to the robbery.  If they were super fast, they could have caught the thief in the act and had the best outcome for you.  Or, if they had tracked down the thief the next day or two, they probably could have recovered most, if not all, of the items stolen.

 

That is where my thoughts are around LTT Store's delays in responding to support requests.  Sure, in the end, they'll take care of things, and that is great, but there are instances where if they had responded more promptly, they could have had other options available to them for an even better outcome for the customer.  I think they need to hold themselves more accountable for an SLA/SLO on responses to support requests.

 

It feels like we have been told (for multiple years, now) to stick with them, to have patience, they're figuring these things out, etc.  I have empathy for that.  However, when things persist for this long, there reaches a point where lack of accountability and/or incompetence are the most likely causes for things like this, if they have actually been working on this problem for multiple years now.  How long do we keep cutting them slack when they don't seem to be (publicly, at least) holding themselves accountable for this important aspect of customer service?

I'm not an LTT hater by any means, but I'm also wanting to push them to do better here.  

[dgcruiser]

As an update - they did get back to me that the super soft hoodie is planned to be restocked, but it'll be a while (as usual).

 

They also said they checked the hoodie stock for the time when I requested the exchange, and it was out of stock then as well.  I haven't gotten confirmation yet if they checked the Dec 13 stock levels, or the Nov 30 stock levels.  It would make sense that it did go out of stock around the BFCM sales, though.  Either way, I appreciated (and told them as much) that they took the time to check.

 

My feedback remains about timeliness and reliability of responding to all support requests is a crucial area of improvement for them, which is frustrating since they claim they've been aware of the problem and working on it for multiple years now...

 

IMO, leadership there shouldn't do sales that they know will swamp their support staff with untenable volume.  That shows a priority of profits over the customers.  I get that it is more nuanced than that - offering sales is customer-friendly since we get better prices - but if they know that they cannot provide a good customer service experience with sales volumes above a certain level, then IMO they shouldn't push sales that will push things over the edge like that.
I get that others will disagree with that sentiment, but from a customer experience perspective, I stand by it.

[Sikh]

You seem like an understanding person and I am not saying to not hold them accountable but you sent an email on November 22nd (Friday), which was right before their BFCM sales that started on Monday (November 25th). 
 

I don’t know when they activated the AI but if you got the “your ticket had been received” email and didn’t notice the “if you need a human, mention human” text, then your ticket sat in the queue while they were getting slammed with support requests. I’m sure the “human” replies get prioritized / into a different queue versus the “we will sit and wait for a reply from a human eventually” queue. 
 

Given all of this, I would’ve reached out after 48 hours or the following week. As many people have already mentioned, your patience is great but in this situation it was a detriment to the result you wanted. 
 

At the same time, Linus has mentioned that inventory + support have been swamped and they are doing their best to resolve it. You can’t resolve both issues overnight, they usually take weeks to a few months to resolve each issue. 
 

As much as it sucks, I wouldn’t say this goes against “Trust Me Bro”. If anything, they are doing what a lot of retailers wouldn’t, offer you a refund, no questions asked. Clothing usually is tricky when it comes to refunds and I’ve had companies straight up deny my refunds for sizing for stupid reasons. 
 

With all this being said, I expect them to get a hold of inventory issues and support backlog within the next few months. Every time Linus talks about it on WAN, you can see and hear how much he wants these problems to be solved but in reality they take time. Linus isn’t going to hire overseas peeps as contingent workers for support because that’ll degrade the quality of support immensely and inventory/logistics is a whole can of worms in itself. 
 

I hope your future experiences with the store are much better. Mine have been great over the last two years and I’ve only had 2 issues (across 15+ orders) that were resolved within 48 hours. 

[voldemarz]

After my last experience, I have zero trust in their "trust me, bro". They edited item description of Mystery Screwdriver 2 days after my order. Once package was lost in shipping, instead of honoring the deal according to item description at the time of my order (e.g. any screwdriver), they used the updated description with specific color ways and claimed it was now out of stock.

 

In the Black Friday sale on November 26th I ordered 4 mystery screwdrivers + some extras like drive shaft extension etc with shipping to Europe. It was shipped with DHL, there were no tracking updates for almost 3 weeks and eventually package was deemed lost. LTT reshipped the package, but WITHOUT screwdrivers which got refunded since the deal was supposedly only for certain color which are no longer in stock. They didn't even ask me if need the extras which they shipped without the screwdrivers. Not much use for drive shaft extension without screwdrivers.

 

I didn't remember any specific colors being specified in the original product description. Fortunately someone had saved the page in Web Archive. Below are links for the product page on November 26th, 27th and 28th.

https://web.archive.org/web/20241125213914/https://www.lttstore.com/products/mystery-screwdriver-1

https://web.archive.org/web/20241127021556/https://www.lttstore.com/products/mystery-screwdriver-1

https://web.archive.org/web/20241128210758/https://www.lttstore.com/products/mystery-screwdriver-1

 

The text "Possible colorways: Retro, Noctua (Beige), Noctua (Brown)" appeared only on November 28th. They claimed that item description had this disclaimer at time of order and hence they cannot honor the discounted deal price. i showed that this is not true and asked to refund the price difference for reordered 4 screwdrivers. They ignored the fact their justification for not honoring the deal was invalid and ignored my request by saying "I will be unable to offer any type of additional compensation".

 

I reordered screwdrivers roughly at double the price anyway since they were intended for Christmas presents and didn't want the headache of looking for other stuff in rush. As for the extras which they resent without confirming with me, I told them I would reject the package since they don't honor the deal price. They don't deserve more of my money.

 

When I reordered the screwdrivers, I tried to do that during January 3rd WAN show and added a merch message asking if it is ok for companies to edit item description after time of order and use changed text as justification for not honoring the original deal. That didn't get asked during the show or responded to via email.

[FrozenIpaq]

On 1/11/2025 at 4:14 AM, voldemarz said:

After my last experience, I have zero trust in their "trust me, bro". They edited item description of Mystery Screwdriver 2 days after my order. Once package was lost in shipping, instead of honoring the deal according to item description at the time of my order (e.g. any screwdriver), they used the updated description with specific color ways and claimed it was now out of stock.

 

In the Black Friday sale on November 26th I ordered 4 mystery screwdrivers + some extras like drive shaft extension etc with shipping to Europe. It was shipped with DHL, there were no tracking updates for almost 3 weeks and eventually package was deemed lost. LTT reshipped the package, but WITHOUT screwdrivers which got refunded since the deal was supposedly only for certain color which are no longer in stock. They didn't even ask me if need the extras which they shipped without the screwdrivers. Not much use for drive shaft extension without screwdrivers.

 

I didn't remember any specific colors being specified in the original product description. Fortunately someone had saved the page in Web Archive. Below are links for the product page on November 26th, 27th and 28th.

https://web.archive.org/web/20241125213914/https://www.lttstore.com/products/mystery-screwdriver-1

https://web.archive.org/web/20241127021556/https://www.lttstore.com/products/mystery-screwdriver-1

https://web.archive.org/web/20241128210758/https://www.lttstore.com/products/mystery-screwdriver-1

 

The text "Possible colorways: Retro, Noctua (Beige), Noctua (Brown)" appeared only on November 28th. They claimed that item description had this disclaimer at time of order and hence they cannot honor the discounted deal price. i showed that this is not true and asked to refund the price difference for reordered 4 screwdrivers. They ignored the fact their justification for not honoring the deal was invalid and ignored my request by saying "I will be unable to offer any type of additional compensation".

 

I reordered screwdrivers roughly at double the price anyway since they were intended for Christmas presents and didn't want the headache of looking for other stuff in rush. As for the extras which they resent without confirming with me, I told them I would reject the package since they don't honor the deal price. They don't deserve more of my money.

 

When I reordered the screwdrivers, I tried to do that during January 3rd WAN show and added a merch message asking if it is ok for companies to edit item description after time of order and use changed text as justification for not honoring the original deal. That didn't get asked during the show or responded to via email.

They never advertised it as being ANY screwdriver - just a Screwdriver of their choice. It was pretty clear to me on the page originally, based on the colors behind the screwdriver that it was between the Noctua and Retro screwdrivers - likely in an effort to get rid of stock. I think they had noticed that people didn't clearly understand exactly what screwdrivers were being offered, so they amended the description to be more descriptive after feedback/questions.

 

The best they can do in this situation is to refund you the price of the deal - it's a shame that it got lost in shipping but that happens and is out of their control. They were running this deal specifically to get rid of stale stock, why would they honor the deal on full price screwdrivers instead? The deal was not for full priced screwdrivers. See my example up top about a 3080 I ordered - they couldn't (B&H) give me one so they gave me store credit - I still trust them to make it right but their hands were tied.

[saintlouisbagels]

On 1/11/2025 at 4:14 AM, voldemarz said:

instead of honoring the deal according to item description at the time of my order (e.g. any screwdriver)

Perhaps you should read the product description in the links you provided. It is literally the first sentence:

Quote

TRADE OFFER: you give us $39.99, we give you the best screwdriver on the market - in a color of our choice!

The edited item description only further clarifies the item description. All you've done is provide proof that they've honored their word and you're upset that you're not getting compensation beyond what you paid.

 

On 1/11/2025 at 4:14 AM, voldemarz said:

I reordered screwdrivers roughly at double the price anyway

You literally ordered screwdrivers at normal MSRP.

 

It's "trust me, bro" not "take advantage of me, bro."

[voldemarz]

On 1/15/2025 at 11:00 PM, FrozenIpaq said:

They never advertised it as being ANY screwdriver - just a Screwdriver of their choice. It was pretty clear to me on the page originally, based on the colors behind the screwdriver that it was between the Noctua and Retro screwdrivers - likely in an effort to get rid of stock. I think they had noticed that people didn't clearly understand exactly what screwdrivers were being offered, so they amended the description to be more descriptive after feedback/questions.

 

The best they can do in this situation is to refund you the price of the deal - it's a shame that it got lost in shipping but that happens and is out of their control. They were running this deal specifically to get rid of stale stock, why would they honor the deal on full price screwdrivers instead? The deal was not for full priced screwdrivers. See my example up top about a 3080 I ordered - they couldn't (B&H) give me one so they gave me store credit - I still trust them to make it right but their hands were tied.

ANY or of their choise, you are nitpicking. Not a native speaker here. The point is the deal seemed to be "you get a screwdriver of color of or choice as long as we have them in stock". That is how I interpreted it.  As Linus says himself, "words mean what they mean", https://www.youtube.com/watch?v=vXnjc5cX-Lo&t=507s, and they indicated "you get a screwdriver" without any gotchas regarding limited colors. Yes, product image hinted at possible collors, but it was vague.

 

As for shipping, the story gets more coplicated there. Tha package with the tracking info given to me was delivered to someone else. The shpping company basically told me I was not the designated receiver. Either shping company mixed something, or LTT put incorrect receiver details on tha label. They never looked into what really happened and just deemed it lost even tough I asked them to reach out to DHL. Basically they said someone at wareshouse may have screwed up, but can't figure that out, that's another reason why I expected them to honor the deal price. DHL cound not provide me any details what actually was on the package due to privacy reasons and directed to contact sender.

[voldemarz]

Quote

Perhaps you should read the product description in the links you provided. It is literally the first sentence:

 

Yes, it says "you get a screwdriver" and does NOT say only certain colors qualify. It implies they will just send some of whatever is left.

 

 

Quote

All you've done is provide proof that they've honored their word and you're upset that you're not getting compensation beyond what you paid.

 

What word they have honored? They did not honor the word to send me screwdrivers. Word to choose a color? Fine, choose any from available colors, I don't care which. Word about certain colors that qualify? Well, there was no such word in the description.

 

Quote

You literally ordered screwdrivers at normal MSRP.

 

Yes, and ended up paying 120 more because words "you get a screwdriver" dont actually mean that. As long as they are not selling them for a loss it's hardly taking advantage. The original order included extras worth about 200 USD, nut much of a taking advantage.

[tkitch]

On 12/18/2024 at 1:14 AM, dgcruiser said:

I think it is very likely that 2 weeks ago, they had stock. Obviously, I can't say that for sure - I didn't check the site for their size availability of the super soft hoodie two weeks ago. 

This is the main issue here.

 

I'm betting you bought the hoodie as part of a BF/CM deal, and the majority of products they ran with those got completely cleared out.  So, unless you have any actual evidence that there was stock when you submitted a ticket, then I have no reason to think that your assumption is correct.  

[CasualExtremist]

There was a lot to read over, but I don't think anyone asked yet...

 

Person who ordered jacket that was too large: @dgcruiser

Do you normally wear XL otherwise? Does the description say something like "loose/large fit for extra comfort"? Also, is it actually so big that you won't use it?

 

Person with screwdriver scandal: @voldemarz

If I  am reading correctly, you had a large order get lost in shipping and then LTT Store did not want to offer replacements. They just refunded you? Is that how you got stuck with reordering things outside of the sale pricing? Was there an option to request replacements since they couldn't track the order and confirm delivery? Was there any chance for you to ask a human about replacements before they defaulted to a refund?

 

Just want to make sure the situations are fully laid out for discussion.

[saintlouisbagels]

3 hours ago, voldemarz said:

Yes, it says "you get a screwdriver" and does NOT say only certain colors qualify. It implies they will just send some of whatever is left.

Why are you even using quotations if you're going to alter the text?

I'll provide a screenshot since you don't want to look at your own evidence.

[voldemarz]

4 hours ago, CasualExtremist said:

Person with screwdriver scandal: @voldemarz

If I  am reading correctly, you had a large order get lost in shipping and then LTT Store did not want to offer replacements. They just refunded you? Is that how you got stuck with reordering things outside of the sale pricing? Was there an option to request replacements since they couldn't track the order and confirm delivery? Was there any chance for you to ask a human about replacements before they defaulted to a refund?

I wouldn't call it a scandal, just disapointing experience that didn't live up "trust me bro", simply sharing.

 

I was communicating with a person via email. In the same email he concluded that original order has been lost and informed about partial refund for screwdrivers which supposedly were no longer in stock and informed about rest of the items being reshipped. The next day I got notification about shipment.

 

In the followup emails I pointed out that screwdrivers seemed to be in stock. They responded 4 days later saying that the deal applied only to certain colorways which was indicated in the product description at the time of the order.

 

 

When I showed that disclaimer about specific colorway was added only 2 days after the original order, they simply said that any further inquiries regarding that will not be responded to. Basically the justification for not honoring the deal was untrue.