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Doug Russell Marine - Beware

Old 09-12-2013, 05:46 AM
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Default Doug Russell Marine - Beware

I placed an order on 9/3/13 with Doug Russell Marine for a manifold and riser, they took the order and said it would be shipped immediately.

I am less than 150 miles from their store/warehouse so when I did not receive it within 3 days I called to get an update.

When I spoke to David (the parts manager) I was told that the riser was out of stock and they would have one on Tuesday 9/10/13. I asked for them to release the manifold and they did, I received that the next day via UPS.

On Tuesday I called to make sure the riser was going to be shipped out, I was told that it would be another week before it arrived, I explained that I had been waiting for an item that was supposed to be in stock for over a week, so they agreed to ship a substitution out (GLM).

I called this morning for the tracking number, and they had never shipped it. David told me the power had been out yesterday so they didn't get anything shipped. I got off the phone with David and though to myself enough is enough.

I called him back to cancel the order and he asked why, I told him that I was simply tired of all the jerking around. At this point he began yelling at me. I asked to speak to his boss, and he said he was his own boss and didn't answer to anyone but himself.

I asked why he was yelling when I gave my reason for cancelling the order as I was asked, and he just kept on going. Finally he stopped, said calmly "I will cancel the order have a wonderful day" and hung up.

Good luck to anyone ordering parts from them, I gave it a shot since they were so close and I needed the parts quickly, not sure what kind of operation they run but I will be returning the manifold when I drive through Mass next week.
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Old 09-12-2013, 05:51 AM
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Not sure this one experience as stated really represents a company, yes if not in stock they shouldnt say that, mistake yes, not sure a company that big got there by jerking people around.
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Old 09-12-2013, 05:51 AM
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Thank you for sharing and contributing to THT.
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Old 09-12-2013, 06:01 AM
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Just letting people know my experience, nothing more, nothing less!
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Old 09-12-2013, 06:02 AM
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Originally Posted by marlinmike View Post
Not sure this one experience as stated really represents a company, yes if not in stock they shouldnt say that, mistake yes, not sure a company that big got there by jerking people around.
It was just a series of events that made me cancel the order, the only reason I even posted was the parts manager lost it on the phone, something that is not excusable in a customer service industry.
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Old 09-12-2013, 06:14 AM
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all most reasonable want is to be told the truth. from this report,it sounds like the truth was misrepresented on more than one occasion.
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Old 09-12-2013, 06:44 AM
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All the jerking around on shipments, whatever. That's what companies do as sh!tty as it is. Sad I already expect that and am never overly surprised.

This is about buddy losing his mind to a customer for canceling an order. There's no need. Especially (as the story goes) considering how he got jerked around.

And for him to switch up and calmly end it, my guess is someone gave him the evil eye and said, "that's enough."

Guessing Davie the parts manager is the owner's son by how he acted.
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Old 09-12-2013, 06:58 AM
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Originally Posted by PMaine View Post
Just letting people know my experience, nothing more, nothing less!
but... those who read only your experience will pass judgement without the opportunity to hear the other side.

That's "just" an observation.
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Old 09-12-2013, 07:09 AM
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thank you for sharing with THT community.
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Old 09-12-2013, 07:13 AM
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Originally Posted by DavenFla View Post
but... those who read only your experience will pass judgement without the opportunity to hear the other side.

That's "just" an observation.
How do you propose the OP offer the other side?
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Old 09-12-2013, 07:38 AM
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Thanks for sharing PMaine.

Posts like the ones MarlinMike made are annoying because they always challenge the original poster and almost make him out to be the bad guy, when clearly in this instance Doug Russell Marine has been untruthful, has given the OP the runaround, has been rude, and has not delivered an ordered product which was supposed to be in stock.

Marlinmike would you not have similar angst that the OP understandably displays if it had happened to you?
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Old 09-12-2013, 08:46 AM
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I've been doing business with Defender Marine for years and have never been disappointed. I've bought a lot of items through them and I always get them the next day and they are great to deal with.

Total opposite of Doug Russell! Maybe Defender spoiled me.
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Old 09-12-2013, 08:51 AM
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Originally Posted by DavenFla View Post
but... those who read only your experience will pass judgement without the opportunity to hear the other side.

That's "just" an observation.
People who want to experience it for themselves can go ahead and do business with them
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Old 09-12-2013, 10:41 AM
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Originally Posted by Paul Barnard View Post
How do you propose the OP offer the other side?
I don't.

... but judgement should be reserved when both sides are heard. That's usually how it works.

So... since I'm the one to make the observation I guess I should go to the web site and invite the company in question to defend themselves. If they don't then the no show is guilty.

an objection counsel?

Please respond to accusations on The Hull Truth. I've included the link.
http://www.thehulltruth.com/boating-...ml#post6001698

It's only fair you should be able to respond.

Last edited by DavenFla; 09-12-2013 at 10:46 AM. Reason: added the invite
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Old 09-12-2013, 11:43 AM
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Purchased a new 250 HP Mercury lower unit worth well over 3K from them along with a factory warranty for $700, free shipping and all. Would not hesitate to buy from them again. Too bad your experience was such.
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Old 09-12-2013, 01:01 PM
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Originally Posted by DavenFla View Post
I don't.

... but judgement should be reserved when both sides are heard. That's usually how it works.

So... since I'm the one to make the observation I guess I should go to the web site and invite the company in question to defend themselves. If they don't then the no show is guilty.

an objection counsel?
Good luck!
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Old 09-12-2013, 01:12 PM
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I used to order from them a few years back when they still had all those on line catalogs for OMC, Volvo and Merc parts and they were pretty good then. I switched to Crowley Marine and have been happy with their service.
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Old 09-12-2013, 03:18 PM
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I find this post useful. One of the problems with internet orders is the lack of face to face communications and the customer not really knowing if the parts are in stock.

This allows unscrupulous vendors to pull stunts like this. They say it's 'in stock' but what they don't tell you is, it's in stock somewhere in the US. This means they carry little to no inventory and place their own order from the supplier when they receive an order. They get the cash upfront.

The customer, who bought based on the 'in stock' status gets screwed because he has to wait until it shows up, even if that is a few weeks down the road.

The vendor is working on the customers money and even has the profit in the bank before the customer has the parts. I'm not a fan of this. I believe the vendor should be truthful in the status of parts.

How would the vendor like it if he shipped the parts and found the the CC was stolen and payment was refused? He wouldn't like it one bit. Getting ripped off is a two way street but the vendors are doing everything they can to make it a one way street.
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Old 09-12-2013, 03:37 PM
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I have dealt with Dave --- had. 2 VP fuel cells with too much pressure--Return was no problem
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Old 09-12-2013, 03:53 PM
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Originally Posted by DavenFla View Post
but... those who read only your experience will pass judgement without the opportunity to hear the other side.

That's "just" an observation.
I just don't get it. I don't come on this site as much as I used to and when I do....I see a post like yours and it reminds me again like a 2x4 up side the head as to why I stay off here more.

OP states what happens and then here we go with THT court. What other side? He ordered, they jerked him around, and he cancels. Pretty damn simple to me, so why is there always a bigger jerk like you that calls it all into question?

Why don't you place an order for a manifold with Dave and let us know how it goes?
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