"I signed up last year for the drop club membership and had completely forgotten about it since I didn’t use it.
Today they charged me for the membership and didn’t send any kind of “heads up” email like most companies do to remind you of the upcoming charge.
Within an hour of the charge I emailed asking to cancel the membership and refund the charge. They said once the payment is made it cannot be refunded.
At this time the payment is still pending so I filed a dispute with my bank to stop the payment.
What kind of company has policy standards this low?
I also had a bad experience with one of my only purchases from them. It wasn’t working correctly and required a SUPER hacky 3rd party installation that my MacBook was flagging as “unsafe” and wouldn’t open. I was not willing to risk my security and asked to return the unused item. They refused and said all sales are final. $85 wasted. "
"Terrible company with terrible customer service. Ordered a product, waited several months for it to be delivered and they shipped me the wrong product (should have just paid 10 bucks more and ordered it from Amazon). Offered a pittance for partial refund for an overpriced product or the option to ship back at my own expense for a "full" refund. Was never given the option to get a replacement which they ultimately sent out after significant community complaints because my case was already resolved. No doubt they waited until most people took partial refunds to offer sending replacements. When I brought this up they said there was nothing they could do about it. Screw these scammers."
"Ordered and in-stock item on March 26th, and they charged my card the same day. It is now April 12th with no sign they're going to ship the item any time soon. Requested an order cancellation and refund to my card."
"Drop’s business model seems to defy what I consider to be the twin pillars of a positive online shopping experience. By the twin pillars I mean:
(i) reliability of order shipment: my wife and I have never experienced a situation, based on having placed hundreds of online orders over the years, where we placed an order while the relevant item is indicated to be available, and then there is a failure or indefinite delay in shipment by the vendor – until I ran into Drop; and
(ii) paying only when item is shipped: all reputable online vendors that we've dealt with do not charge our credit card until the ordered product has been placed into irreversible transit to us (but Drop charged my credit card weeks before its estimated shipping date).
I learned about Drop’s business model the hard way, by placing with them an order for an item that I was gifting to a friend.
When placing the order, I noticed that the estimated shipping date was about 3.5 weeks after the order date. I shrugged it off, thinking that Drop was being conservative, i.e. giving itself or its supplier ample time to fulfill the customer orders so as to be certain that the product would be available to ship by the estimated shipping date.
However, on the scheduled shipping date, I received an email from Drop saying that the shipment would be delayed, and that they will let me know if the delay will last more than 30 days. I sent an email back asking whether they could pin down a date certain with their supplier (so that I may communicate it to my friend). I also noted in a follow-up email that this delay, on top of their already very generous (to themselves) time frame for the originally scheduled shipping date, is causing me embarrassment vis-à-vis my friend, the intended recipient.
One would have thought that, first, Drop would vet their suppliers carefully to avoid this type of situation: what kind of supplier of a fairly common product (in this case, a piece of camping gear that is also available on Amazon and elsewhere) would fail to deliver it after having had several weeks to ship it?
Second, if the supplier told Drop that there would be a delay, one would think that Drop will try very hard to pin down a new delivery date before going back to customers with a message that left the future delivery date uncertain. That type of communication (or lack thereof) is just a recipe for frustrating and disappointing customers!
To add insult to injury, although Drop’s message allowed me to cancel the order at that point and seek a refund for the item, I wanted to ask Drop why my credit card was charged way before the original estimated shipping date (i.e. before there was certainty about the shipment).
Even though Drop did refund me the money eventually, I had in effect made an interest free loan to Drop from a time shortly after placing the order until the cancellation/refund of the order! The amount of lost interest might be minor in my case, but Drop’s billing practice is unusual to say the least, and the cost to the customer of such practice may be non-negligible if the ordered item costs hundreds of or over a thousand dollars and the customer incurs finance charges on it until the refund is issued.
Since the experience was turning out to be highly unsatisfactory, I asked – several times - for someone from the customer management team to respond to my concerns and questions, including the ones raised above. It took almost 4 business days for someone from that team to respond to my requests.
She really was not able to help much beyond a rehash of Drop’s way of doing business which, BTW, is great for them because they don’t seem to take any significant inventory risk on things that they sell: they pull together customer orders, collect payment thereon, and then place a bulk order with a supplier or manufacturer. Moreover, if a shipment is delayed and then cancelled, they would have enjoyed at least an interest free loan from the relevant customer(s) as described above.
She also advised me to log in and print out my transaction receipts before I followed through on plans to close my account. However, when I signed in to my account, my transactions were not even accessible (I’d click on the Transactions button as she advised and nothing would happen).
In sum, the above experience has convinced me not to do any further business with Drop. There are just so many other choices in online vendors that assure a much more certain, expeditious and professional experience. Potential customers who are considering doing business with Drop should do so with their eyes fully open.
"
"Wish I would have read all these bad review first, but learned the hard way. Really really bad customer service. I bought a pair of shoes and after purchasing It said it would take 21 days to ship and an additional 3-4 days in transit. Nearly a month to deliver shoes??? It would be worth the hassle if the price was amazing, but it wasnt any better on with Massdrop than a few other vendors. Wouldnt let me cancel, told me the order was already being processed. After 12 days of waiting they said it had finally shipped.
How are they still in business when most legitimate ecommerce websites ship quickly and have reasonable cancelation/return policies?"
"I bought a knife that was already broken in The package and Massdrop made it so difficult to get a refund "
"I purchased a Glycine watch at a price was too good to be true. The watch was a fake. Complete with a fake warranty card from a nonexistant Glycine dealer. The box was a nice copy. "
"Got in on the $99 mass drop for a Sony UDP-X800.
Got a great player at a great price. Item arrived a week early, double boxed from Buydig.com. It was brand new and sealed - worked perfectly. I registered for the warranty ... all is excellent."
"Used massdrop twice to buy products; the first time I got the item in and it was missing part of the bundle instead of refunding entirely they refunded 5 dollars which wasnt nearly worth what was missing. The second time it said that products would be shipped out on the 26th of october. The drop ended 2 weeks before then with no word on shipping, today 2 weeks after ship day and 1month after the drop ended still no word not even a were trying to get product. 0/10 would not use again"
"I've purchased a dozen items from the ultralight and outdoors communities, been happy with all. You have to understand what md is and isn't. It isn't a store, it is a community. People suggest things for drops, we vote, and the winners become drops. Some at very good discounts. Yes, ship dates are commonly far off. If its too far for me I pass. Most often i can wait. Price- amazon can see our drops and drop their prices to match. Or be close. The items I've bought are deals unmatched anywhere else. Fizan trekking poles quite a deal. You just have to understand what it is and isn't. There are more communities than I can keep track of now.
"
"I ordered an item with the estimated ship date of 12/15/16-which I foolishly thought would be plenty of time to receive it before Christmas BUT....when the 15th cam and went without any shipping notification I sent an inquiry. What was not mentioned in the original ad was there would be more than one shipping date, since I wasn't included in the original shipping date of 12/15 I would be included in the next shipping date-but no idea when that would be. Of course Massdrop claimed they had already placed the order so I can't cancel. Waste of time and money, especially when you can find the same or better deals online if you look with immediate shipping. Never again....caveat emptor"
"I bought some headphones that were defective, only had sound on one side. Their customer service rep asked me to make a video of the problem, which I did then all communication stopped. Three more emails later and I have not had a response and I am still trying to get a replacement or my money back."
"After being double shipped in April. I contacted massdrop to return and was issued a return label. I sent the package back end of April and was notifoed on 5/2 that the warehouse rec'd the package. Here it is 5/12 and still no credit to cc. Massdrop has nobphone number WTF, how do you run a credible business and have no phne number.
Very poor.... Do not do business with. "
"awful customer service. they ripped me off $270"
"This is a non-conventional eCommerce site where you use group buying power to push down the price on cool products. Massdrop coordinates the purchase and they get paid by the seller (while you get a discounted price). I participated in a group purchase and Massdrop did a superb job mediating the transaction. In my case the item I got was defective, not the fault of Massdrop - but nonetheless they quickly jumped into action and provided me customer support that rivals just about every website (and definitely brick and mortar) store I've dealt with. I could not have been more pleased with the way they worked with me, and fixed the issue to my 100% satisfaction. I will buy from them again, and again... It's nice to have a pleasant experience online after having to deal with so many that were disappointments. Massdrop gets an A+ from me! Highly Recommended! NOTE: I have written this review under my own freewill, and have not been asked in any way by Massdrop to do so. I wanted to write this and support them. "