War Is Peace

As anyone who knows me can tell you, I am a collector. Comics, CDs, DVDs, mugs, t-shirts, but especially books. I have sets of works by Edgar Rice Burroughs, Anthony Trollope, Graham Greene, Erle Stanley Gardner, Anne Tyler, Ian Fleming – all favorites most with uniform (and also unusual) editions of their works. Some years ago, I began picking up editions from the out-of-print, 20-volume Complete Works of George Orwell. This was purportedly the definitive collection of the writer whose real name was Eric Blair. Published between 1987 and 1997, the uniform editions were attractive – and generally hard to come by.

I didn’t know how difficult it would be to complete the set when I started. Indeed,  I was deceived by my early successes: I picked up five or six (or more) volumes remaindered at the Strand Book Store for $6.95 apiece. Then it got more difficult, as I found more pricey editions on the internet.

My girlfriend didn’t understand my collector’s obsession with completeness. I would tell her a complete set was more valuable for resale (which is true) but I didn’t add that a collector rarely sells unless forced to, and that part of the joy of collecting was the hunt.

But even this hunt got frustrating – by the time I had acquired 18 volumes, I despaired of obtaining the final two: Animal Farm and 1984. And then, suddenly,Animal Farm surfaced on a British web site. I snagged it, just barely missing 1984 as well. Well, they say everything comes to he who waits…

Then in 2010, a seller on Amazon offered the book for a reasonable price (considering its scarcity). I ordered it. When it arrived, it was the Harcourt Brace edition, perhaps the most commonly available edition. Disgusted, I wrote the dealer – an outfit called EliteDigital UK that was based in London but had shipped the book from New York) – an angry letter, accusing them of incompetence.

Someone named Gloria wrote me an apologetic e-mail, saying, “I'm sorry again for the mixup with the item. It is obvious that one of our staff made a mistake. No need to return the incorrect item. We will ship you a replacement if we can get one, if we are unable to then we will issue you a full refund. Thank you for your understanding and again our sincere apologies for this mistake.”

Fast-forward: two years later, a seller on Amazon offered the book for a reasonable price. I ordered it. When it arrived, it was the Harcourt Brace edition. Déjà vu all over again. I complained to the seller, who had included a note saying he hoped I was satisfied because he always strived for a “five-star” rating. Someone named Gloria wrote me an apologetic e-mail, saying: “I'm sorry again for the mixup with the item. It is obvious that one of our staff made a mistake. No need to return the incorrect item. We will ship you a replacement if we can get one, if we are unable to then we will issue you a full refund. Thank you for your understanding and again our sincere apologies for this mistake.”

I smelled a rat. Checking my e-mails, I found that the 2010 seller and the 2012 seller were one and the same: EliteDigital UK. Remembering the old George W. Bush adage, “Fool me once shame on you; fool me twice, ah, I won’t be fooled again,” I wrote “Gloria” back:  “You'd better issue me a full refund. I have little confidence that you can find the book I want, nor do I believe this was a simple mistake (the existence of this careless staff-member, who appears as the scapegoat in both [identical] e-mails makes me think this happens often enough for you to have a form letter blaming him). I even wonder if Claudia exists.”

THE CLAUDIA-TOM CORRESPONDENCE

DOES CLAUDIA EXIST? OR IS IT ONE GUY CREATING THE ILLUSION OF  A MEGA-EMPIRE? DOES HE REALLY HAVE A "RETURNS DEPT" -- IS HE REALLY IN ENGLAND -- OR IS HE JUST SOME GUY IN YONKERS MAKING ALL THIS STUFF UP? YOU BE THE JUDGE.

CLAUDIA TO TOM

Dear Tom Soter,

RE: The Complete Works of George Orwell: Volume 9: Nineteen Eighty-Four 1984 by Orwell. Thank you for your recent purchase from us, we greatly appreciate the opportunity to provide you with great media products. Domestic items are shipped by Media Mail, which generally takes 4-14 business days. (Occasionally can take up to 21 days). If you item fails to arrive within our delivery estimate, please feel free to re-contact us.

[[wysiwyg_imageupload:814:]]Thanks again!
Best Regards,
Claudia - EliteDigital UK

FORM LETTER INCLUDED WITH COPY OF THE BOOK FROM RICK STERLING

Dear Tom Soter, 

Thank you very much for your purchase and I do sincerely hope you enjoy your item. 

If there is a problem with your order, please email me before returning an item. 

I work very hard to preserve my good reputation as an Amazon UK seller. I strive for 100% customer satisfaction and a 5 Star Feedback rating. I would be very honored (and appreciative) if you took the time to leave me a positive rating on AmazonUK. 

If for any reason you were dissatisfied with our product or our service and you do not feel that I deserve a good rating, then I politely request that you contact me before leaving any rating. This will give me the opportunity to remedy any issue you encountered. Your total satisfaction with each transaction is my absolute goal. 

Thank you again for giving me this opportunity to service your media needs. 

Best wishes and kind regards, 

Rick Sterling: CEO, EIiteDigital 

"EliteDigital your best source for hard to find items" 

 

TOM TO CLAUDIA

This not the edition that was advertised. I am returning it and expect a full refund, including postage.

Tom Soter

TOM TO  RICK STERLING

Dear Rick Sterling,

If, as you state in your letter to me, that you "strive for 100% customer satisfaction," you are going about it in an odd way.

You advertised that you had a copy of the hard-to-find Vol. 9 of the Complete Works of George Orwell: 1984. I ordered it, for what is a not-inexpensive sum. What did you send me? A beat-up copy of the easy-to-find Harcourt Brace edition, without a dustjacket and with someone's bookplate in it. As I already own this edition – and as it is not even what you advertised – I see this as tantamount to fraud. When I wrote your company (twice) through Amazon, I received no reply.

In addition, I was charged $10.72 air mail for what was essentially a local delivery. The cost was $2.89 from Plattsburgh, N.Y.

This is not what I would term "five-star" behavior.

As you requested in your letter, I am writing you before I return the book, before I rate you, and before I file a complaint with Amazon for unethical behavior.

Sincerely,

Tom Soter

CLAUDIA TO TOM

Dear Tom Soter,

I'm sorry again for the mixup with the item. It is obvious that one of our staff made a mistake.No need to return the incorrect item. We will ship you a replacement if we can get one, if we are unable to then we will issue you a full refund. Thank you for your understanding and again our sincere apologies for this mistake. Amazon UK automatically charges overseas delivery charges for any order with a delivery address in the US.  They do not take into account that we are located in New York,  as well, nor is there the possiblity to change the setting on the website.  We have just refunded you GBP 5,00, which should make up the difference between the shipping cost you were charged by Amazon and the actual postage charges.

Best Regards,

Claudia - EliteDigital UK

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TOM TO CLAUDIA

I had a feeling of deja vu about this experience, and realized that I had ordered 1984 from you once before. At that time, when I complained that it was the wrong 1984, you sent me this e-mail:

Dear Tom Soter,

I'm sorry again for the mixup with the items. It is obvious that one  of our staff made a mistake.

No need to return the incorrect item. We will ship you a replacement  if we can get one, if we are unable to then we will issue you a full  refund.

Tom Soter

CLAUDIA TO TOM

Dear Amazon Customer,

We regret that you had the same happen to you before.  I tried to find the order for "1984" in our system, however, I could not find anything.  The only order we show for you is the one for the George Orwell.  We can assure you that indeed it was a mistake that you received the wrong edition, as it happens often times  that the person processing order only looks at the title and author and not at the edition. Unfortunately, if you wish to receive a full refund, we will have to ask you to return the book that you received to us. Please return the item to:EliteDigital UK/Returns Department “P”/P.O. Box 1908/Plattsburgh, NY 12901/USA

Please include a copy of this email with your return as your return authorization, as it is required in order for us to process a refund.  Your full refund plus return shipping costs (up to GBP 8.00) will be processed once we receive your return.  Please include a receipt for the return shipping charges with your return.  We apologize for the inconvenience this has caused you.

PS:  I can assure you that I am a real person.  I must be answering too many emails each day if I am starting to sound automated.

TOM TO CLAUDIA

My only remaining question is why you continue to list your 1984 editions under The Complete Works of George Orwell, Vol. 9 -- when you apparently do not have that particular edition. This seems like a bait-and-switch game (or a supremely slipshod way of doing business). I am going to register a complaint with Amazon about your false listing. Unless you can produce that exact edition, stop listing it for sale.  And, by the way, that's a little tacky to now  request the book back (forcing me to go to the P.O.) after you had told me to keep it. Is that my "punishment" for being a pain in the neck-- or do you just want to hold onto my money for as long as possible? 

Tom Soter

CLAUDIA TO TOM

[[wysiwyg_imageupload:812:]]

We do have that edition in stock, but as I said earlier, the person processing the order grabbed the wrong one.  We regret that it is company policy not to give any full refunds unless the item has been returned.

Thanks,

Claudia, EliteDigital UK        

TOM TO CLAUDIA

If you do have that edition in stock -- your previous e-mail said you would "ship me a replacement if you could get one" -- by all means send it to me when you get this edition back. And this company policy concerning refunds must be new – –at least put in place since your e-mail yesterday when you wrote, "No need to return the incorrect item. We will ship you a replacement if we can get one, if we are unable to then we will issue you a full refund."  I don't believe you have the book.

Tom Soter

CLAUDIA TO TOM

Dear Amazon Customer,

You have over the last few days said several times that you would like a refund.  We request that you kindly return the book to us so we can process the refund and we request that you not order from us in the future.

 

Thanks,
Claudia
EliteDigital UK

 

TOM TO CLAUDIA

 

Dear "Claudia," 

The book is on the way. I have indeed said several times that I want a refund. And you have said on different occasions (1) I can keep the book; (2) I must return the book; (3) You will try to find the correct book; (4) You have the correct book; it was just a staffer who apparently can't read very well that stopped you from sending it. You have now said several times that you have the correct edition. Either put up (show me the book) or shut up (i.e. remove your false advertising).  I don't believe you have the edition.

And don't worry. I won't order from you again.

RICK TO TOM

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Dear Tom Soter,

Due to previous problems with selling to you, we will not be shipping any more items to you. All additional orders will be cancelled. If you file any future AtoZ claims or leave negative feedback we will be reporting you to Amazon. Please purchase your items from other sellers.

Thank you.

Best Regards,

Rick, CEO - EliteDigital UK

TOM TO RICK

Don’t make this about me. You’re the one who advertised the book. Either put up (produce the book) or shut up (remove the ad). And what will you be “reporting” to Amazon? I don’t believe you have the book.

Best regards,

Tom

AMAZON TO TOM

Greetings from Amazon.co.uk. We are writing to follow-up with your Amazon.co.uk A-to-z Guarantee claim that was filed for order 202-4915148-1052318. The seller of this listing notified us that they have agreed that they would issue a refund or send a replacement upon receiving the return of the item. The seller sent the following return information:

EliteDigital UK

Returns Department “P”

P.O. Box 1908

Plattsburgh, NY 12901

USA

Please include a copy of this email with your return as your retur authorization, as it is required in order for us to process a refund. Your full refund plus return shipping costs (up to GBP 8.00) will be processed once we receive your return. Please include a receipt for the return shipping charges with your return. We apologize for the inconvenience this has caused you.

For your protection, we recommend that you use a recorded-delivery service to return the item. To track your recorded item, please use your carrier's online tracking service. Please make sure to include your name and order number in the package so that your seller can easily locate your account. Also, we would ask you to include a brief description of the problem with the item for easy reference. Please confirm that the order has been returned by replying to this message and provide us with the tracking information for this return in your reply.  We will require this information to resolve your claim.

Thank you for your cooperation with this matter and thank you for your interest in Amazon.co.uk.

-Britney

Account Specialist

A-to-z Guarantee Program

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TOM TO AMAZON

Dear Britney,

I will send the book back first thing in the morning and forward you the return information.

I would just like to make it clear that this dispute is about a larger issue: the fraudulent ad that EliteDigital UK is posting on your site, advertising a book that they apparently do not have. If you review the correspondence I have had with them, you will see a pattern of inconsistencies: they at first insist that the mix-up was a clerical error, then say they'll try to find the proper edition for me (and advise me to hold onto the book they sent me), then they say they cannot refund the money unless I return the faulty book (which they had previously told me to hold onto), then they go ahead and refund me part of the postage (without my returning the book) -- but only after I point out that they charged me air mail rates for what was a local delivery. After that, they say of course they have the book. When I write back, and say that, as soon as they received my return, they should send the correct edition to me, I get a threatening e-mail from the company's CEO, who implies that I am a trouble-maker and that if I continue with my claim and/or rate him poorly, he will "report" me to Amazon (see below). It's truly an Orwellian situation: all I'm trying to do is get a book or stop a lie -- but now EliteDigital is trying to paint me as the bad guy. Peace is war. Love is hate.

Is this the behavior of an honest man? Is he the kind of person with whom you want to have your customers do business? If honesty and integrity weren't so important, this would all be a big joke. But I'm not laughing.  

Best,

Tom Soter

July 12, 2012