Hi fellow community members, I'm new to this online group. I also just recently discovered HB Direct and was excited to support another specialty classical music store, especially one with well-designed monthly sales catalog. However, my experience and interactions with the staff has been nothing short of an absolute nightmare. After receiving several damaged box sets, I tried to set up a replacement (later a refund) with its staff member Ann but was met with some pretty unprofessional attitudes both on the phone and in emails. She showed clear annoyance about its cost to the company (one box is shown as damaged once opened) and was determined to make me follow through a complex UPS claim procedure before providing me any return label and refund. This unusual business practice (see ex: https://goo.gl/KaXPEX), the improper language used in communication (I could paste our email exchanges if people are interested), and her clearly vested interest in the company's bottomline makes me think she's not just an employee, but a family member who's priority is not customer service, in sharp contrast to JPC, mdt, and Presto.
What have been your experience with HB Direct? Has it always been like this? Also, am I possibly overreacting?