89% off GearWrench Set on Amazon?

[OldSchoolSS]

Hello,

I've checked your account and found that you placed this order(#XXXXXXXXXXXXXXXXXXX) with one of our registered third-party seller, "MSC Industrial Supply - Formerly J&L" on Amazon Marketplace.

Amazon Marketplace listings are created by sellers other than Amazon.com. When you buy an item at Amazon Marketplace, the individual seller processes and ship your order.

I'm sorry to hear about the problem you experienced with the "GearWrench 80551 57-Piece 3/8-Inch Drive 12-Point Socket Set".

The "MSC Industrial Supply - Formerly J&L" has your order information and can help you find a solution.

Visit the order in Your Account and click on "Problem with this order?" to contact the seller.

Click here to see your order: Link

If you can't work something out with "MSC Industrial Supply - Formerly J&L", you're always welcome to file an A-to-z Guarantee claim online at:

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You'll be eligible to file 3 days after contacting the seller (select the reason for filing as "Order contained damaged/defective/incorrect items").

Amazon.com provides oversight of Marketplace transactions and will suspend participants who violate our terms of use.

Credit card information is held on Amazon.com's secure server, and is never shared with Marketplace sellers.

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Amazon.com
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[OldSchoolSS]

I think we actually might have a leg to stand on since we received shipping notifications from amazon that the correct item was being shipped. According to amazon's terms and conditions they can only cancel an order before it is shipped. Any order that shows that it is shipped must be fulfilled for the stated price. But it states that third party sellers may have their own terms and conditions. MSC states that their prices can change at any time, but they do not address mistakes where the wrong item is being shipped out. It sounds like both of them have a contractual agreement that they must ship said items purchased on amazon.com out. Failure to do so would be called bait and switch, which is illegal and is punishable in the court of law.

We'll see how bored I am this afternoon. I might try to fight them on this. I'm pretty sure a letter to the BBB would clear this up pretty quick. When i worked retail we'd honor all pricing mistakes that were on the shelves. I know my company now which is a major industrial/municipal equipment supplier also honors all pricing mistakes.

 

[Mike83]

I agree. I sent an email to Amazon and probably will get the same response from Arup. We should try to get the set we ordered.

 

[OldSchoolSS]

I wouldn't have made a stink about it if they canceled the order saying it was a pricing mistake before they sent out the shipping confirmation.

But once that was sent out I honestly though that's what we would be getting. A good company would **** it up and fill the hundred or so orders that were wrong on their accord. Especially considering the amount of money I've spent at amazon over the years on other items.

 

[jshillin]

Mine was shipped too. It was the Gearwrench Quadbox wrench, not the 57 piece set I called and all MSC could do is refund my money. Amazon sent MSC a different item number than the big set. They said I could order through Amazon again. He saw the price on Amazon and since it was $50 something it made my price of $24 look even worse to him like there was something wrong. Oh well, maybe I'll try to call Amazon and reorder at the lower price. It was worth a shot I guess, sorry if a bunch of you guys have to deal with the mistake!

Looks like mine is the same, I definitely don't need a quadbox wrench... Mine is already out for delivery so I guess I'll have to call Amazon to see if they can do anything before I call MSC...

 

[zuspiel]

If you guys think we have a leg to stand on, I'll accept the package and see how it plays out...

 

[zuspiel]

BTW, we seem to have had some effect: This morning, the set was still there at $50 from MSC, now it's $136 directly from Amazon...

 

[OldSchoolSS]

I don't see what they can do if we accept the package, if we open it or not they're still responsible to pay the shipping charges back in this case. I think it's going to be easier to fight if you have the wrong product in hand.

 

[zuspiel]

Getting the money back is no problem either way. Refusing the package just saves me hassle...

I just read through the Amazon A-Z warranty and see no place where it says they have to ship you the right product for the same price. Looks to me like they only have to refund your money. Now, I'm just a stupid foreigner (that's what my wife calls me ) but where does it say anything that would let us get that set for $24?

 

[Mike83]

Here is what Amazon wrote me, basically telling me I'm S.O.L.:

Greetings from Amazon.com.

Thank you for letting us know that your seller has initiated the process of issuing a refund for this order.

I have checked your account, and confirmed that a refund has not yet been made.

If you have not received a refund from your seller within an expected time frame, please contact us again using the following link, so that we can take appropriate action.

http://www.amazon.com/gp/help/contact-us/general-questions.html

Further, I understand your concern about the price of this item.

Please note that Amazon.com does not have a price-matching policy at this time for any items purchased directly from our store except in the Tools & Hardware store.

Amazon Marketplace listings are created by sellers other than Amazon.com. When you buy an item at Amazon Marketplace, the individual seller processes and ships your order.

We have teamed up with MSC Industrial Supply - Formerly J&L to offer greater selection and added convenience for our customers. Pricing policies are determined by the individual merchant, and not by Amazon.com, so I would encourage you to contact them directly with any questions about price.

Also, some of the prices listed on an item's product detail page are offered by Amazon Merchants, or by individual sellers through Amazon Marketplace.

Because Amazon.com does not have a price matching policy, we cannot match the price offered by another seller on our web site.

For more information about ordering from Amazon Merchants, please visit the following URL:

http://www.amazon.com/gp/help/customer/display.html?nodeId=537794

For more information about buying items through Amazon Marketplace, please visit this URL:

http://www.amazon.com/help/marketplace

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I encourage you to check back on our web site in the next few weeks. Any special offers will be advertised throughout our web site.

Please be assured that we value all of our customers highly, and we appreciate your loyalty.

I hope you will be able to take advantage of the many discounts we offer on your next visit to our store.

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[OldSchoolSS]

I saw that too. I'm thinking it's just saying they'll refund your money if the vendor does not.

But from Mike83's comment, what MSC offered is a complete bait and switch. Agreeing to sell product a at x dollars, send out product b at x dollars, upon complaint offer product a at y dollars.

 

[Stuey]

It only counts as bait and switch if it was executed with prior intent. MSC is a large industrial supplier that I doubt would attempt to rip off a few consumers.

The confusion was probably a technical error. Plus, there's always a clause somewhere that states that the retailer is not responsible for pricing errors and has the abilty to cancel such orders.

You can fight it, but the odds are against you.

If you "hold the package hostage" and file a dispute, it will be reported by the retailer when the credit card company investigates, and you won't receive your refund.

Do you really think by retaining the unwanted product and filing a dispute the retailer will be coerced into changing its mind about not honoring the price/product mistake?

I'm all for getting the best deal and fighting unfairness, but this sounds like an honest unfortunate mistake.

 

[OldSchoolSS]

Stuey, I agree with you that it probably wasn't their intent to bait and switch.

Like I said before I would have just been disappointed and left it at that if they would have canceled the order, but they not only sent out an order confirmation stating that it was the socket set, they also sent out a shipping notification stating that the socket set was shipped and my credit card was charged. That is a legally binding contract mistake or no mistake. The only real argument they would have is to claim equitable relief from the deal on the basis basis that any reasonable consumer would have known (or should have known) that the price reflected an error, or that completion of the sale would result in an unreasonable economic harm to the business, but I think that goes out the window once they sent the shipping notification and charged my credit card. Plus I don't think $25 for a small socket set that was made in Taiwan is out of the question. Sears sells similar Craftsman made in the USA with lifetime warranty sets for around $50 on their super sales.

I guess they caught me on a bad week. I know if we tried to pull something like that here at work we'd have lawyers on us like flies on $hit. You'd think Amazon or MSC would step up and take a small hit to make the customers happy & fess up to their mistake, right now Amazon is saying it's MSC's fault and MSC is saying it's Amazon's fault. I'm going to hassle them and see what happens.

 

[george4]

There have been many incidences where the vendor did sell the questioned item at the advertised price even while trying to claim a mistake. There are federal laws as well as various state laws dealing with advertising to protect consumers from false/sloppy advertising. Several members on this forum secured Fluke meters from ToolTopia at the advertised price after they tried to cancel the orders by claiming a mistake. http://www.garagejournal.com/forum/showthread.php?t=10800&highlight=fluke&page=6
http://www.garagejournal.com/forum/showthread.php?t=11061&highlight=fluke
Sears has done the same thing regarding various tools and is the process of settling up with lots of people when some local district attorneys caught on to them.
FWIW, some members think it morally wrong to the hold advertisers to the terms of the advertisement so make your own decision.

 

[Stuey]

Well, first of all, this wasn't an advertisement. It was a product listing. Second of all, there is nothing wrong with trying to get a retailer to stick to the price offered for a particular product.

But this is no simple case - MSC was a 3rd party retailer on Amazon. Both likely have clauses that allow them to cancel orders for any reason, especially due to pricing errors. Although the sale may be considered a binding contract, the terms of the contract allow MSC to renege the sale given various reasons.

I never said anything about trying to get the price mistake honored being morally wrong. It's just not a proper or effective way of doing things.

 

[Mike83]

The guy from MSC I talked to this morning said that the Quadbox wrench they mailed me is the part number that Amazon sent to them. MSC had no idea that I ordered the 57-piece set. I don't fault MSC at all, only Amazon for screwing up the item listing. I think Amazon should eat the cost and send us the 57-piece set for the price we paid and were charged for.

 

[forceyoda]

The guy from MSC I talked to this morning said that the Quadbox wrench they mailed me is the part number that Amazon sent to them. MSC had no idea that I ordered the 57-piece set. I don't fault MSC at all, only Amazon for screwing up the item listing. I think Amazon should eat the cost and send us the 57-piece set for the price we paid and were charged for.

Told me the same thing, once the package arrives I will call them for an RA # and then they pay return shipping and refund the money. Oh well- it was worth a shot but at $50 the set is alot less appealing.

 

[Doug19]

I just received a call from MSC and they are going to send out the 57- piece set and let me keep the quadbox for the original price I paid. I had filed a complaint 5 seconds before the lady had called me. She said it was coincidence just she had called after I filed my complaint. So everyone else should be getting a call soon they are going to eat the price.

 

[OldSchoolSS]

I just received a call from MSC and they are going to send out the 57- piece set and let me keep the quadbox for the original price I paid. I had filed a complaint 5 seconds before the lady had called me. She said it was coincidence just she had called after I filed my complaint. So everyone else should be getting a call soon they are going to eat the price.

So they just called you out of the blue? You didn't complain to amazon or MSC before you filed the complaint 5 seconds before MSC called you?

 

[zuspiel]

That would be awesome! So I guess now I'll have to wade through the voicemail at home, which we NEVER check... If somebody else gets a call could you please post the contact info, so I can call them back?

 

[Stuey]

So they just called you out of the blue? You didn't complain to amazon or MSC before you filed the complaint 5 seconds before MSC called you?

It is possible that they were made aware of discrepancy by others calling up to complain. In any case, if things turn out as now expected, +1 for MSC, and I still want to see pictures!!

 

[zuspiel]

I'll be damned, their CEO is David Sandler. I just checked.

You might wonder why I find that curious... This morning when I talked to MSC, the 1-800 lady transferred me to a guy in Houston. Talked with him and he suggested sending my Order PDFs to [email protected]. He said that was the big boss. I discounted it as BS, but maybe not...

I hope this works out for us now...

 

[Doug19]

I filed a complaint and 5 secs later out of the blue my cell rings and it is MSC. The lady explained what happened and said they were sending out the sockets even though it isn't a product they stock(So it will be awhile till they are sent out). I asked if she was calling because of the complaint I had filed through Amazon and she said no.

 

[OldSchoolSS]

I filed a complaint and 5 secs later out of the blue my cell rings and it is MSC. The lady explained what happened and said they were sending out the sockets even though it isn't a product they stock(So it will be awhile till they are sent out). I asked if she was calling because of the complaint I had filed through Amazon and she said no.

Well, no call from MSC. Hopefully they do the same for me. The only person I've contacted so far is Amazon. When did you get your email confirmation that your order shipped?

 

[jshillin]

I didn't do any complaining, but earlier today I received a call from a very nice lady from MSC stating I can keep the wrench and I'll be receiving the socket set in a couple weeks. I already received the wrench!! MSC is DEFINITELY going to be getting a lot more of my business!!!

 

[zuspiel]

When I got home, there was a missed call on the caller ID from MSC at 2pm today. I realized we didn't even have voice mail. Called their 1-800 number and gave the lady my invoice number. There was a note in the computer that they tried to call, but nothing else. I told her the whole story. When I mentioned that a guy from the Houston office had told me to email David, she was quite surprised The whole thing made sense to her then. She was going to double check and said she would call me back if they were NOT going to send the set. I haven't heard from her but given you guys' experience, it looks like they'll actually go through with it. I might call her back the day after tomorrow to double check, though.

If this all works out, I'll like MSC even better than I do now.
(and I think I'll drop David a thank-you email )

I also got my quadbox wrench today. Wouldn't have bought it for $25, but it'll make a nice addition to the toolkit in our 65 Mustang...

Here's a copy of the email I sent this morning:

Dear David,

Leo from the Houston office told me to contact you regarding the following issue:

Yesterday, I ordered a GearWrench 80551 57pc socket set from you guys, but via Amazon Marketplace. Amazon listed the item as "ships and sold by MSC Industrial Supply". Please see the attached PDFs of my order for details.

Today, I got an invoice from MSC (invoice #xxxxxxxx), showing a "5/16-1/2" QUADBOX RATCHETING WRENCH" in the description. I called the MSC 1-800 number and verified that that's what you shipped. I was told I could refuse the shipment from FedEx and my account would be credited back. I was also offered to buy the 80551 set for $110, which I declined. I know $25 is an incredible price for that set, that's why I ordered it yesterday...

The main problem now is that this set is still available via Amazon Marketplace from MSC! The price has gone up to $52:

http://www.amazon.com/dp/B0014ZXZ4I/?tag=atomicindus08-20

Clearly, this is a computer glitch. I know of several other people who ordered the set yesterday. You might want to make sure this gets pulled from Amazon before many more people order it and receive a quad-box wrench instead...

Best,

 

[forceyoda]

Just checked my voice mail and someone did call me from MSC. She left a message and an extension but she has gone home today. I will try to call her first thing tommorow to see what is up.

 

[zuspiel]

Good to hear. Could you please PM me her name and phone number?
Thanks a lot in advance!

 

[98riv]

Same thing happened to me a while back with tooltopia selling on Amazon. Tooltopia sent me the wrong item and blamed it on Amazon. They didn't honor the price and they were trying to make me pay to ship the item back for a refund even though it was there mistake. The csr wasn't that helpful. I don't shop with them anymore because of that. Hope everyone else has better luck this time.

 

[OldSchoolSS]

I haven't heard from MSC yet... I guess I'll wait until it's delivered to contact them.

 

[Bo Heck]

I have not been contacted either, will someone please pm me the info? I'll wait to call tomorrow afternoon to give them a chance to get to me. I wish I had received the quadbox, I got 3 metric sets of swivel sockets. I would have used the quadbox...

 

[OldSchoolSS]

Might as well PM me the contact info too. Please.

 

[Mike83]

I have not been contacted either, will someone please pm me the info? I'll wait to call tomorrow afternoon to give them a chance to get to me. I wish I had received the quadbox, I got 3 metric sets of swivel sockets. I would have used the quadbox...

I feel a trade coming on...I already have the quadbox, so we should talk after this is all resolved

 

[sjt78]

I got a call as well. It looks like MSC is making good on the price and will let me keep the quadbox that they shipped. They have to order the socket sets as it is not a stocked item so it will take about 2 weeks. I imagine that they are trying to call everyone who purchased the socket set yesterday, which could be quite a few people. I wouldn't worry if you did not get a call today. I also wouldn't mind trading my quadbox set if someone who got flex sockets wants to swap. What size are the flex sockets that they shipped, the small or the larger set?

 

[zuspiel]

I just got this email from MSC

The interesting thing is that it states my normal MSC account number... Does everybody who has gotten a call already have an MSC account? And the ones w/o an account did not get called??? I would assume most of the guys around here have ordered something from MSC at some point in time...

 

[Bo Heck]

Mine says Amazon, under the Bill To section

I did not receive a call from MSC, I still need someone to PM me the contact info for the best person to talk to who would know what's going on so I can get this worked out, thanks

 

[zuspiel]

Yeah, my first confirmation (for the quadbox wrench), said Amazon, too. The one above is for the complementary GW 57 pc set...

 

[sjt78]

I'm thinking Amazon is footing the bill on this mistake as they are invoicing us at the current price listed on Amazon. Hmm. The woman I spoke to said to pay no attention to the invoice you get as they are only charging the original amount you paid when you ordered the set on Amazon. They are just sending those invoices to show that the product is on backorder. Sorry Bo, I did not get the ext. # of the woman that called me to tell me the news. BTW, this is my first order with MSC and with this gesture, it won't be my last.

 

[Bo Heck]

Yeah, my first confirmation (for the quadbox wrench), said Amazon, too. The one above is for the complementary GW 57 pc set...

Oh I see, I will call up there this afternoon I guess and see what happens.

 

[Mike83]

I spoke to MSC just a minute ago. No dice for me on the 57-piece set I get to keep the quadbox wrench and will get a refund for what I paid, but the best she offered me was 25% off my next 3 orders with MSC.

Oh well, if anyone wants to trade the flex sockets they get for the quadbox wrench let me know. I already have that wrench.