ordering in macodirect.de

[peri24]

hi,
I'm looking for people who have been shopping in www.macodirect.de WITHOUT VAT, because i would like to discuss how they put an order that must not be vat charged. Yes, i know, why don't ask them? because i did and after following their procedure my shopping has been a completely mess, they charge me vat and now doesn't want to listen that it has been an error and i need my vat money back. So before taking further steps, i would like to know how do you order without vat and compare it to what they said to me.

 

[Роберт]

Ordering without VAT is only possible OUTSIDE the European Union or if you have a valid VAT Number as company within the EU.

The fact you're located in Spain means you have to pay the German 19% VAT.

 

[basicn]

I have bought recently in macodirect, and they automatically count the cost without vat when you are registered and logged in (then they know shipping address). When you are not logged in, there are different prices (with VAT).

 

[railwayman3]

I think that you will find that, for private buyers within the EC, e.g. to Spain, UK, etc., VAT will be (correctly) charged at the rate of the country of the seller, in this case Germany.

It's only exports outside of the EC, e.g. to US, where VAT is not charged.

 

[peri24]

well, i understand now the problem, i bought some things in past with them with vat and without any problem at all. The mess now is that i moved to a special area in Finland where we don't take part in euro economic zone, to explain it easily, all stuff comes in here pay VAT, even if its coming from finland, so when putting post orders you need to ask without vat. I asked for that in Maco, and they said don't worry go on, the surprise now is they charge me VAT, of course when i'm logged in i still see prices with VAT, even in my orders history one can see i purchased with vat. I've been trying to explain to them that i was charged with vat, but man, i dont know how but they dont want to believe me, they just keep saying, no no, no way it was without vat, i mean, one can clearly see it in my order history it was with vat, they even try to blame my bank. I showed to them even my bank account with their charge.
I guess its one of those times when everything it's just a mess, because Maco doesnt have bad reputation, but maybe the worst thing, is they just keep saying no no no, you are not right, and after a week trying to change their minds i feel quite desesperate, and of course dont like to be treated as a liar. Just sharing my experience here...

 

[peri24]

this is gonna be the sickest thing ever
i havent recieve my money back but they charge me again!!!
i'm done with this people, the worst buying ever!!
MACO NEVER AGAIN!!

 

[Diapositivo]

Thanks for letting us know anyway. I took good note.

 

[peri24]

the worst part is that after lots of emails, they keep saying the same, i mean, is the same feeling that trying to talk with a petrol station machine or a answering machine. But today it's worst, because they charge me again, so at the end, i have paid twice the amount for an order.
With these days of internet shopping i wonder if someone has encounter with similar situations, then maybe can give me a trick or two on how should i deal with these people.
I've sent them my bank account with it clear state that i did two payments to them, i dont know what do they even think about of it, it's like No no no, it was just a payment and well charge.
It's sad its very sad that companies like these treat their clients this way.

 

[ath]

Talk to your bank to cancel the second payment.
Threaten to do this with the first as well if Maco does not cooperate.

 

[Diapositivo]

If they "charged" again that means you paid by credit card, in which case you can just instruct your credit card company (or bank) to deny the second payment and you can open a litigation for the first one explaining the situation, so that you are debited only the amount without VAT.

 

[peri24]

I recieved two minutes ago an email by the Maco Director, saying how can i even suggest that a leading order GERMAN company has made an error and if there is a problem contact to visa.
I feel frustrated to deal with them, i'm done, but i will say thousand times here and everywhere: "MACO never again"
Of course i'll try to deal now with visa and see if after a trillion on mails again can i get my money back.
When they said analog is not easiest as digital i didnt know it was like this...

 

[peri24]

If they "charged" again that means you paid by credit card, in which case you can just instruct your credit card company (or bank) to deny the second payment and you can open a litigation for the first one explaining the situation, so that you are debited only the amount without VAT.

thanks, i just did that.
I've called visa, explained the situation, they did understand me, and offered me to cancel both payments!! i just canceled the first one that was with vat, the second came correctly so i leaved that.
It's supposed to get fix in a week, but what a difference between companies, a 3 minute call and resolved it. That's what i call proper customer service.

 

[Usagi]

didn't know that we have special vat free zone here in finland.
Where's that secret place?

Anyway, macodirect has allways been fast and served well.

 

[ndrs]

Ahvenanmaa / Åland? Not exactly VAT free but somehow different?

 

[peri24]

yes Åland, that's the reason why all ferries between finland-sweden that stop here got free-vat booze and cigarretes... like when one is flying to usa from europe that also get vat-free buying in the airport, so it's the same.
and yes ndrs you are right it's not vat-free; but to make it easier for everyone let's say that. In fact being apart from euro economic zone means that i dont need to pay Vat that i will not use, because Åland is outside euro economic zone so i need to pay it here in customs (23%), and well that's only a huge mess when you need to buy anything from abroad and need to explain it every time, yes eurozone with the euro currency but not in the economic eurozone. That plus this is a small island you can't imagine how expensive is everything here.

 

[Usagi]

Ahvenanmaa / Åland, yes. Didn't come to my mind at first, although I live quite near. I apology that.

I can think that it causes a lot of mess with smaller internet based shops, as they probably don't be aware of differencies.

However that doesn't explain why they don't refund.

 

[Diapositivo]

Ah, the second operation was without VAT, so I suppose they wanted to cancel the first debiting and then debit correctly without VAT. They managed to do the second, but did not perform the first correctly. Or maybe internally somebody thought that the first operation had been already cancelled and so debited a second time, without VAT.

Not that I am justifying them, it's really a bad professional performance anyway.

Fabrizio

 

[peri24]

Usagi: we are almost neighbours... i'm sure i can even swim from here to turku... hahaha, totally offtopic: any good places in Turku to buy film or chemicals?

I just want to say that sometimes there are errors, sometimes things happen and they need to be fixed. There isn't any bombproof system that perfom flawlessly all the time. So, i'm not angry with that, in fact i understand it, they charge erroneously first time, then they charge again, so what? there has been a problem, let's all work to fix it. Easy as that.

What it drives me crazy is that they still denied there has been a problem now, it's a nonsense, they even said go and fix it yourself with visa because for us there is not a problem here.
Seriously i have been shopping thru internet more than 12 years now, and this has been the worst shopping ever, the poorest customer service i've ever see, do you understand what is sending more than 10 emails reporting a problem and receiving the same answer every time?
I understand that maybe to keep low prices in these times of crisis companies need to cut somewhere but man, cutting from customer service never, that's a sacred law from business heaven.
Anyway, i hope next week its gonna be all fixed and i'll be doing some happing shooting around...

 

[arsimago]

Peri24 are you sure that the second charge was made by MacoDirect ? This could be the reason why they could not cancel the payment.
Normally is Maco very very precise ... really german.

 

[peri24]

Ciao Alessandro, welcome to Apug!! but i see this is your first post after six years!! so after all you have been here longer than everyone else!

Alessandro, in any moment i said in my posts that Maco tried to cancel a second payment...
As far as i know they dont recognize there has been a problem.

Look, my bank say they charge two times, Visa say they charge two times, everyone say they charge two times but they still don't recognize it, and as you they claim to the very precise german way, well, germans ARE sometimes wrong, maybe less times than spaniards or italians, but even leicas break sometimes...

Someone dropping here could think i'm just lying and that i made up everything, so to prove to you Alessandro and everyone, here you have my bank statement, and then the two maco movements details, one with vat one without it.

 

[Rollei-Film]

macodirect has delivered the goods correct in time.
macodirect has invoiced the goods without German VAT.
macodirect has charged the credit card without VAT once with the respected credit card company SIX Card Solutions (Saferpay).

All other statements are speculations.

With kind regards,
Sebastian Junghans
s.junghans@mahn.net

 

[peri24]

macodirect has delivered the goods correct in time.
macodirect has invoiced the goods without German VAT.
macodirect has charged the credit card without VAT once with the respected credit card company SIX Card Solutions (Saferpay).

All other statements are speculations.

With kind regards,
Sebastian Junghans
s.junghans@mahn.net

I still not understand how can you denied it, why?, it's not big deal, everyone is human and errors can happen from time to time. My bank said your were wrong, visa said it also. Look, now it's fixed and my film is in my fridge; my last intention to post all of this was to try to persuade anyone to buy from you. I just wanted to share my experience because this is still a free world. You ship goods on time, your site is user-friendly and you have great prices, but like it or not your customer service leaves much to be desired. And that is not a speculation is a fact.

 

[Diapositivo]

Rollei - Sebastian, why do you insist in denying facts?

We can clearly see that macodirect has debited the goods WITH German VAT.
We can clearly see that macodirect has a second time debited the goods without German VAT, that's debited twice.

All other statements are blunt denial of facts and do not help raise the reputation of the dealer at all.

Fabrizio

 

[ndrs]

Peri24, why does the first payment say WWW.MACODIRECT.DE with full details and other Www.macodirect.de with some details missing? This looks suspicious for payments to same company via same processor 45 min. apart and after midnight -- which would suggest fully automated processing. I checked my CC statements and Maco shows all caps with full info. Can you rule out a cracking/hacking attempt?

 

[peri24]

ndrs, about those capital letters don't know why, i asked the bank same question and they didn't know neither, my guess is, if someone try to hack anything at least they would do it right, apart i have that sms security thing with my bank, so it seems at least quite unlikely that it has been a cyberattack, apart that saferplay thing they have in their website seems quite stable to me.
I completed the order thru their web precisely 00:45 on 12/4, so that's right, and it was the first payment, the one with the vat. The second one without vat that you see at 00:00 was charged to my account 19/4 with 12/4 00:00 date, so it was charged a week before the first one but with the same date as the first one.