|Forum topic by djm555||posted 06-09-2009 04:22 AM||1490 views||0 times favorited||16 replies|
06-09-2009 04:22 AM
This post is meant as a heads up for those of you who are considering a purchase from Grizzly. In short, for certain “name-brand” items—their choice of words, not mine—you must use the billing address of your credit card as the shipping address for your order.
Here’s what happened. Yesterday, I used Grizzly’s web site to order a Grizzly tenoning jig [H7583] and a DeWalt stacked dado set [H7200-DW7670]. The decision to buy these particular items was based mostly on good reviews for both items posted here. I paid for the items using a credit card and entered my work address for shipping and my home address for billing. The order was accepted and I received the following confirmation.
“Thank you for ordering from Grizzly.com!
We hope that you had a pleasant shopping experience. The following email is a summary of the order that we are currently processing for you. Please retain this email as your proof of purchase.”
“Thank you for your internet order #XXXXXX, web reference #YYYYYY.
Due to the large number of fraudulent transactions related to power tool purchases, we do not ship name-brand merchandise to an address other than the credit card billing address. If you would like us to ship the order to the billing address listed below, please call our Toll Free Order Line at 1-800-523-4777 or email us an authorization to do so.”
For reference, here’s what is posted about paying for purchases on Grizzly’s Web Site.
“How can I pay for my order?
The most efficient way to pay for your order is by Bank Wire Transfer, Western Union, or Paypal. Please note, there is a $30.00 processing fee. Due to fraud, we no longer accept cashier’s checks or money orders. If you prefer to pay by credit card, please be aware that we require Electronic Billing Address Verification in lieu of a signature, and are unable to process orders that do not receive this verification.”
After receiving the email about the problem with my order, I called Grizzly to ask for clarification. The CSR said that this was part of their policy on shipments of “name-brand” items and credit card payments. When I asked whether this policy was stated on Grizzly’s web site, she said she didn’t know. She suggested that I send in a check to pay for the order. I didn’t want to do that, because it would be slow and my level of consumer protection would be much greater when using a credit card to pay. Instead, I told her I would call my bank and add a second authorized address to my credit card. I’ve had to do this in the past for orders placed with other companies and other credit cards.
I spoke with a CSR at my bank and he added my business address as a secondary address to my credit card account. He said that it was effective immediately, but suggested I wait about five minutes before calling Grizzly. However, when I called Grizzly back ten minutes later, the CSR was unable to “verify” my business address. She said that only my primary billing address, i.e. my home address where the bill is sent, could be verified by Grizzly’s electronic verification system. At that point, I decided I would place my order with a different company. I asked the CSR to cancel the order and send me an email verifying that the order was canceled. Several hours later, I’m still waiting for that email. Is it really that hard to cancel an order and send an email to a customer?
Overall, I was a bit disappointed with Grizzly. This order was a test, because I am planning to order a band saw and a drill press in the near future and Grizzly was near the top of the list given the consistently good reviews it receives for these items. But before ordering anything that expensive, I needed to see good execution on a relatively simple order. In this case, Grizzly did not pass my test, so I’ve removed them from consideration for the larger items I’m planning to purchase.
I encourage any representative of Grizzly who reads the LJ forums to clarify Grizzly’s policy on shipping/billing address requirements for credit card orders. Did I miss something on Grizzly’s web site?