Hi all, I found and read about Campionishop through this forum, and contacted them to purchase a Remus SS exhaust for my cayenne 958 hybrid. However my experience with them has been less than pleasant, and i am looking to this forum for guidance in the matter.

This was the post which caught my attention when i did a google search for an exhaust https://www.6speedonline.com/forums/...d-turbo-3.html

July 24, 2012:
I contacted MATT from Campionishop. A few emails were exchanged, and finally a phone call from me, providing him with my credit card details, for purchase of a Remus Stainless Steel Exhaust system for the 958 Cayenne Hybrid. Above the sales price of the exhaust, he quoted me the shipping cost to Singapore. (Southeast Asia). Payment was made, and i received an invoice from him. He assured me that the exhaust system was IN STOCK, and that he it would be shipped out to me by the end of the week. (FRIDAY - JUL27).
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July 30, 2012:
An email was sent to Matt about why it hasn't been shipped out.
He replies and tells me it would be shipped out on Wednesday AUG 01.

- No explanation was made as to the delay.
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August 03, 2012:
I waited till Aug 03 End of the week Friday, and i still had not received any emails or phone calls, let alone any tracking number or details as to why the exhaust wasn't shipped out.
I tried calling many times, but he never picks up, so finally i sent him an email.
He finally replies my email, and informs me that:
"The box arrived pretty banged up according to our broker and they are repackaging it for immediate shipment. We will keep you updated."
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August 04, 2012:
I expressed my understanding about the matter, but asked if he could expedite it for me, as i will be leaving the country for a few months, and won't be able to install the exhaust on the car if it comes later.

- NO RESPONSE.
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August 09, 2012:
This is the exact email which was sent out by me.
"Dear Matt,
I really need an update about the progress of my Remus Exhaust delivery.

I understand from our last conversation that the package was torn up and had to be repackaged. But that email was sent last Friday, and it has since been almost a week (Thursday) and it has still not been shipped out. I do not believe that it takes this long to repackage an exhaust, or to schedule a pick up with Fedex or any other reputable courier service that your company is hiring.

As you can see from the attached invoice, my order was placed on the 25 July 2012 for an exhaust system which was in stock and available for immediate shipping. It has since been 16 days, and i do not even know where my exhaust is, and have not even got any tracking number.

This is not the kind of service i have come to hear of from Campionishop.
The reviews on the various forums for your company are all positive, which was why i was quick and confident to make this purchase.

I will sincerely appreciate it if you could expedite this for me, and provide me with a tracking number by today.
Looking forward to hearing from you."

NO REPLY FROM MATT, instead i call him on the phone, and he tells me it will be shipped out by Thursday August 10, 2012
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August 12, 2012
No email from Matt, no shipping number.
Another email sent out by me:

" Matt,
Over the phone you mentioned that you would have a tracking number for me by Thursday. It's now Friday night and i still have not gotten an email from you or ur staff at campionishop!
Has my exhaust been shipped out as spoken over the phone?!"

- STILL NO REPLY FROM HIM.
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August 14, 2012
"Matt,

I am extremely disappointed with your after sales support. I have left you many emails and made many attempts at contacting you via phone, but have not gotten a response from you or any staff member at campionishop. Your online shop is well established and has been around since 2006. This should never be expected from such as well-acclaimed store that sells high end products to exquisite luxury automobiles like the makes of porsche.

When we last spoke on the phone, you mentioned that my exhaust was to be shipped out last thursday (09 Aug 2012), and that i would have a tracking number by the end of the day. It has since been 4 days, and i still have not gotten any email or phone call from you. This has dragged on for too long, and therefore if you are unable to provide me with a tracking number confirming the shipment enroute, i would like to request for a full refund and cancel my purchase, as i can no longer wait around for an exhaust that may or may not show up. When i made this purchase, i was notified that the exhaust was in stock and ready for next day shipment. An email following that assured me that it would be shipped to me within a week. It has since been over 20 days, and i have not been provided with a tracking number. What's even more disappointing is that i am never notified when my shipment gets delayed. Instead i have to stay awake after 12AM GMT +8 time, just so i can contact you over the phone to chase my order.

It is only right that i deserve a full explanation for this delay. It can no longer be due to just a repackaging issue or change in courrier service. This is not my first time purchasing such items for international shipment.
Sincerely"
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August 15, 2012.

FINALLY a response from matt with the following reasons.
[I]"Joel,
The delays on your order were caused by 2 issues:
1. Repackaging – which was quickly handled.

2. Singapore’s restriction on large courier items.

At the moment we are looking for quotes to ship your exhaust to Singapore, but unfortunately they are far higher than anticipated. Please see attached for the latest quote. FedEx charges a bit less at $750.

With your approval and we change the exhaust via FedEx with an extra $250 charge, it would go out right away."

It took him THREE WEEKS to finalize the shipping cost, and now asks for an extra $250.
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MY REPLY:

Matt,
Why am i only being notified about this after three weeks. When i called your company for a quote on the price shipped to Singapore via Fedex, you gave me a price which i accepted. I had other options to purchase exhausts for my Cayenne Hybrid, but due to your immediate stock, i decided to go with your shop to place my order to reduce wait time. I could have very easily purchased this same exhaust from Remus Singapore for less, but there was apparently no more stock at the factory. There were also other options like super sprint which although costs more, would have been delivered a lot sooner.

I do not feel like i have the responsibility to cover the extra $250 for shipping, as payment had already been made, and the invoice was calculated by your company. Hence my part has already been done, by my immediate payment that was made on 25 July 2012. As you recall a few email's were exchanged, and once i got the pricing from you, i provided you with my card details immediately, less than an hour later.

I have been waiting on this exhaust for a terribly long time, and honestly i think it is only right if your company had notified me earlier about the change in shipping cost, which would have let me to make a decision earlier about ordering this exhaust from your company. I have bought many items online, and most recently a set of springs for my cayenne. I am not sure if the springs are heavier, but the packaging is pretty large, and the shipping took only 5 days after my payment was made. Shipping was also definitely not as much as you have quoted me in this e-mail.

Before providing me with a price quote, i am sure your company must have contacted the relevant courier services to get a price quote on shipping cost. Either that or you must have had a past experience with shipping this item internationally, as it would seem redundant to offer me a pricing without first calculating the relevant costs to getting it sold at the right price. Therefore I hope that your company makes good on this delivery, for i am extremely disappointed in the service rendered to me. When purchasing the exhaust, i was impressed with your immediate replies and courteous, professional attitude towards me, for which i praised your company. However this unfortunate turn of events have left me frustrated, worried, and as i said in my previous email, if your company is not fo making good of this order, i would like to cancel the order for an IMMEDIATE full refund.
Thank You

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August 15, 2012
No reply from Matt, and i was downright getting frustrated, so i sent a chaser mail. Please note that i had called him almost 5 to 7 times after the previous email was sent, and he never picked up any of my calls.

Matt,
It is really upsetting to check my mail every morning to find out that you have not responded to my email.
I don't need an immediate answer to the problem. But I would appreciate a reply as to what you are attempting to do about the situation, ie if you were going to speak to ur manager or something.
Please reply ASAP.
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August 16, 2012
A reply finally comes in
Hey Joel,
Our sincere apologies in the delays associated with your order, we are in the middle of a relocation and it is hurting our customer service effort.
We will ship out the exhaust via FedEx with no extra charge on your part, I will follow up with the tracking number.
(A GLIMMER OF HOPE, and i let the case rest for a few days)
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August 18, 2012
I sent him a mail requesting for the package to be sent out soon, as i will be leaving soon, and want to get the system on my car.
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August 21, 2012
Hey Joel,

Your exhaust is being picked up by FedEx as we speak, we’re awaiting the tracking number.

LIES
I called FEDEX the next day, and there were no shipments going out to my address yet.
So i call matt, and of course he doesnt pick up. I send him a few more mails, and he responds.
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August 22, 2012
Hey Joel,
Label was created and it’s getting picked up today, I’ll send the tracking in a few hours.

YET ANOTHER LIE
Again i call Fedex the next morning to see if the package was picked up. As that tracking number WAS NOT sent to me a few hours later. Fedex informs me that no shipment is enroute to my address.
I call matt a few times to see whats up, and no response, and he doesnt reply my mails.
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August 24, 2012
As i write this report, Matt has still not replied, or provided me with a tracking number. I have left him TWO serious voice mails, explaning that i am not going to wait any longer, and that i feel this is somewhat like a fraud case. I made payment of close to USD$2,000 for immediate shipment and i have not seen my product although it has been a month. I request for him to call me back ASAP, and he hasnt.

I'm sorry that my first post has to be this negative, but can forum members give me advice or feedback about what i should be doing. This is ridiculous. I have bought many automotive products online prior to this, and i have never come across a company like Campionishop. I honestly feel like i am a victim of a Fraud case.

 

Very frustrating I bet. Sorry for your complications. Best of luck, hopefully it can be resolved quickly.

 

I think the delay was caused by shipping and their lack of knowledge on how expensive international shipping really is. They should just eat the difference in shipping cost but if they won't just ask for a Full refund and buy elsewhere.

 

It took Matt 3 weeks to find out shipping costs and regulations for Singapore
I wonder if Matt has ever heard of Google?

 

Thanks for the suggestion! my post was too long and got cut, you can read the rest below to see the end of the story. I did do as you suggested, but it was two weeks since he agreed to absorb the additional shipping, and yet the exhaust has not been shipped, even though it is READY STOCK.

 

Thanks. i hope so too. I have exhausted all my means, which is why i am leaning on the forum for advice and help. As of Wednesday and Thursday, i was unable to contact the shop.

 

Call your Credit Card Company to dispute the charges based on Non-Receipt of Goods. If you still want some kind of resolution and communications, tell him that you are going to Dispute the charges. If he is confident, he will ship the items immediately. If he is scared of bad packaging or bad customer service after delivery (say the item was damaged) he will refund you right away.

In a Credit Card dispute case, he will have to prove that the item was shipped out, provide courier and tracking number along with Signature Proof of Delivery. If he cannot, he will lose his case and you will have your money back.

Chargeback / Disputes have a 4 month window (Visa, MC) and almost 1 year for AMEX. Give him a chance before you go ahead and call your credit card company. If he refuses to reply to you, give him a deadline on when you will initiate the dispute. Like I stated, if he doesn't like the fact that you are threatening dispute, he will credit you immediately. Either that, or your credit card bank will take the money back from his account, charge him a disputes fee, he'll spend time replying to the dispute and his company will get a negative mark on their Merchant Bank / Processor. If he has many cases like yours, those cases will cause his account some problems (ie, lose ability to take Credit Card Transactions, account on Reserve, etc).

 

Thanks! I heard about this, but i didn't know it could be done for a "non-receipt of goods". Could you advice if a copy of the email correspondence between Campionishop and myself serve as substantial evidence for the agreed delivery/shipment date? That is in the email, he told me it would be shipped out to me at the end of the week. And the date of the email was 24 JUL 2012. See attached screenshot!

Thanks so much.

 

dispute the order through your card...just tell them your deal and they'll handle...I wouldn't take it now....look at all the crap you had to do just to get to this point ...and the avoidance by them ...absolutely unexceptable....

 

A dispute for "Non-Receipt of Goods or Services" requires much less paperwork from you. Just tell them about the email and promised delivery date. You will have a chance to forward your Credit Card Company the email. If he didn't ship it to your address and have a Signature from you along with all the tracking info, 100% he will lose the case.

Disputes regarding Defective and Quality / Damage requires a bit more paper trail. But your case is pretty open-shut. If he didn't ship it or you didn't receive it (even if it was lost or something), you get 100% your money back. Good Luck.

EDIT: Good thing is your credit card company will give you an immediate "Temporary Credit" so your funds are free imediately to order another exhaust. That temporary status becomes permanent when you win your case or if he does not reply in time. It usually takes no more than 2 months to get a permanent credit. And I doubt any company will immediately ship out the exhaust after receiving a notification of chargeback because they stand to lose the case ($$$) and the exhaust, effective double-whammy hit. So you shouldn't worry about getting 2 exhausts if they were to ship it later than promised.

 

You think a one month delay was caused by lack of international shipping knowledge??????

IMO the delay was caused by lies. Lies to the customer that a product was in stock when it clearly was not, lies that a product had shipped when it clearly hadn't. If/when a company lies to me....our relationship is severed....period.

Agreed 100%.

 

Thanks guys, i have already sent a formal email to the shop about an immediate full refund. The email was sent at 0500HRS, and it is currently 1454 hours and i have not got a response. Will update the forum accordingly. Thanks for the advice

Regards
joel .

 

Guys help. I sent Matt an email as mentioned above to cancel the order, and he now informs me that the exhaust has been shipped. This is after i sent him an email to cancel the order. The tracking number shows the the exhaust has been picked up.

However i do not want the exhaust from him or his company. I already told him i wanted to cancel the order, but he still had the audacity to have it picked up by Fedex AFTER i sent the mail.

What do i do about this?

On Sat, Aug 24, 2012 at 7:39 PM, Campioni Shop <info@campionishop.com> wrote:
Hey Joel,
Your exhaust was shipped yesterday as agreed via FedEx air freight, FedEx advised it would be there by the middle of the upcoming week.

THE EXHAUST WAS NOT SHIPPED YESTERDAY.
Email was sent at 0606HRS, shipment order sent at 1458HRS, and order picked up at 1605 HRS.

This shop does nothing but LIE. Help!

 

Theres no way to cancel since it has already been shipped, unless you send it back with the aditional cost involved.
I feel you man, those guys really suck!, and from your experience I would never do business with them.
Just take the exhaust system and enjoy, for a couple of grand, not worth the effort in making a big deal out of this, there are more important things in life to worry about.
Good luck.

 

I would cross post to other Porsche forums to warn people about this grossly unethical behavior
Good luck