[As a side note, as a result of this order we have stopped offering USPS Airmail Letter Post to our customers. I hope the USPS improves their level of service so we can offer it again in the future.]

Now, that said, we shipped the customer the package via Airmail, so it’s our responsibility. That’s why we shipped the customer a new part as soon as we had one in stock. Unfortunately, because we were in such a hurry to get him the new part, we sent the new package the the original address. This was our mistake.

Compounding the mistake, we didn’t realize that we had shipped it to the wrong address until now. It was our fault, and we are making it right.

The matter only recently was brought to my attention by our customer service rep. (The long lag time on this order is because Airmail Letter Post takes 2-6 weeks to get from California to Spain.) At this point, we had shipped two expensive parts to an address the customer had specified when he placed the order. Of course, the second package was supposed to go to a new address.

What we’ve done to make this right:
1) We shipped the customer two parts, two separate times.
2) We have refunded this customer his full order amount (including shipping).
3) We’re offering him a coupon and a heartfelt apology

Despite how this may seem, we really try hard to provide excellent customer service. Part of that is messing up every once in a while. I’m sorry this happened. We have done our best to rectify this situation, and have implemented support procedures to prevent this from happening again.

Oh, and of course we store the password encrypted. We use industry standard 256 bit TripleDES encryption, if you’re curious.

-Kyle Wiens
CEO, iFixit
1-866-61-FIXIT

Its wise to recognise your errors and to avoid conflicts with customers. Well done iFixit.

Don’t buy anything from their store. I have never received the order I made and they refused to refund me the money. I lost $231.89 for trusting them

Here is my story:

* November 2nd I ordered 1 GB of RAM ($129.95) for my PowerBook G4 and an additional battery for $79.95. SHipping costs $21.99. Total $231.89

* December 1st I contact them because I had not received the order. At that time I realize they store my password as plain text (big security issue), and their shopping cart still has the order I completed a month ago!!! Their answer to this: “I’m sorry that you have not received you order. The shipping method you chose does not have tracking on it. We’ll look into it and email you back. I don’t know the answer to the password question. I didn’t know we stored it in plain text. Nor do I know why the item is still in your cart. You can take it out of your cart by changing the quantity to 0.”

* December 7th I open an issue at Paypals resolution center and sent an email to iFixit asking them to deliver the order to my office address instead of my home address. iFixit replied that I had to take down the PayPal reclamation so they could send me a replacement one they restock the pieces.

* December 27th. The paypal issue closes automatically while I still believing the iFixit is waiting to restock the pieces. At this point I subscribe to their site alert system in order to be notified once they get more memory available.

* December 29th. I get a message that they had restocked the RAM. Just after the Paypal issue is closed. I email iFixit for bringing to their attention their restocking and remember them that the order needs to be delivered to a different address. I also asked to know if the package was returned. Their answer “Thank you fro bringing that to our attention. We’ll ship it out today.” The same day I receive another email like this “We have sent out a replacement part for your order. There is no need to return your original shipment.” Bad news, they didn’t change the shipment address as I requested, this is what they told me about the address “I’m sorry, but the return system grabs the address from the order.”, so guess what? They DO NOT LISTEN THEIR CUSTOMERS. 3 times I had to ask for a different address to avoid the problem we had and they just didn’t care.

* January 18th, after visiting the post office to check out if they knew something about this package, they said they returned because I was not at home!! Ok this is the post office fault, and that’s why I ASKED 3 times iFixit to send it to my office address. I contact iFixit telling that the package had been returned by the post office. and ask the for a refund. They say the will refund once they have the package back..

* January 31st. I ask for an update on the package. They ask me for a tracking number!?!?!

* February 6th. I ask again for an update on my refund.

* February 8th: Their final response: “I spoke with my supervisor and we had to research your situation and we are not going to be able to refund you the money. I’m really sorry, but we’ve went as far as we can go.”. That’s it!!!

Summarizing, after 3 months of emails and waiting I do not have the product I paid for, nor the money they refused to refund. If they had listened to their customers I would have spent 3 months waiting for some parts I needed and lost all this time.

By the way I starting legal actions to get a compensation and thats why I lost time writing this summary.