Summit Source
Reviews and Complaints

We process 100's of orders each an every day. We try very hard to satisfy all of our customers, but realize this does not happen from time to time.

In reference to this order, I would like to point out a couple misrepresentations I feel readers should know. To start off, when this customer first contacted us, he stated that he had ordered the incorrect item. After we advised him of the return process he then called back and stated that the item was defective. Because of this we insisted we get the damaged product back to verify it was in fact damaged.

We instructed him to report the damage to UPS so we would be able to start an exchange and give him a replacement. He at first refused to do this, but later said he would make the item available for pick up. It took UPS three attempts to final pick up the product.

In the mean time he initiated a chargeback even after we told him he would receive a replacement unit. As a result of the chargeback the customer did incur collection costs associated with the retrieval of his chargeback and was later invoiced for this amount. He also refused shipping insurance of $1.50 and as a result was liable for the replacement cost of the damaged piece of the antenna and original shipping.

We are a discount merchant and we price our products in a similar way that a wholesaler would. We are not a retail store. Retail stores mark-up their prices to include fees such as cancellations, returns, chargeback, and much more. In order to keep our prices low and competitive with other discount merchants, we do not include all these hidden fees within the price of our product. We do on the other hand clearly state them in our terms and conditions of which each customer must agree upon. The customer new before he initiated the chargeback, that he would be liable for chargeback fees and collection costs.

We process 100's of orders each an every day. We try very hard to satisfy all of our customers, but realize this does not happen from time to time.

In reference to this order, I would like to point out a couple misrepresentations I feel readers should know. To start off, when this customer first contacted us, he stated that he had ordered the incorrect item. After we advised him of the return process he then called back and stated that the item was defective. Because of this we insisted we get the damaged product back to verify it was in fact damaged.

We instructed him to report the damage to UPS so we would be able to start an exchange and give him a replacement. He at first refused to do this, but later said he would make the item available for pick up. It took UPS three attempts to final pick up the product.

In the mean time he initiated a chargeback even after we told him he would receive a replacement unit. As a result of the chargeback the customer did incur collection costs associated with the retrieval of his chargeback and was later invoiced for this amount. He also refused shipping insurance of $1.50 and as a result was liable for the replacement cost of the damaged piece of the antenna and original shipping.

We are a discount merchant and we price our products in a similar way that a wholesaler would. We are not a retail store. Retail stores mark-up their prices to include fees such as cancellations, returns, chargeback, and much more. In order to keep our prices low and competitive with other discount merchants, we do not include all these hidden fees within the price of our product. We do on the other hand clearly state them in our terms and conditions of which each customer must agree upon. The customer new before he initiated the chargeback, that he would be liable for chargeback fees and collection costs.

Here is a complete copy of our price guarantee:

"We guarantee our everyday competitive prices. If you find a lower everyday or advertised price on an identical in-stock item, we want to know about it. Bring it to our attention prior to placing your order, and we'll gladly match their price, and give you a free gift with your purchase. All product prices are final once your order has been placed through the web site. Please contact us prior to placing your order for price match approval and confirmation.

Competitor's closeout, special order, discontinued, clearance, liquidation, refurbished and damaged items are excluded from this offer. Any rebated offers: those requiring trade-ins, or other conditions precedent or subsequent to qualify for the lower price at a competitor will also be required at Summit Source.

Please email us with a link to the competitor’s information for price verification. "

You can find it posted on our website at: http://www.summitsource.com/information.php?info_id=12

We perform verified price matches on a regular basis. We even go above and beyond and price match the product plus shipping. Our competitors often post cheaper prices then us, but then inflate the shipping charges.

If you find a better price and it is not on a restricted product, we want to hear about it! We want to stand behind our price guarantee 100%

Something is definitely wrong with the summitsource.com website and they really might want to consider getting a website consultant involved because the shipping fees apparently are incorrect as of this writing on [protected] and it is VERY IMPORTANT for retailers' IT department/WEBMASTER to update their site making corrections and mention of product availability/stock supply evident-(I did not go so far as to input my credit card number to find out about any insurance fees.) I tried to initiate an order tonight and since the item that I wanted really did not require any special handling, I picked the cheapest ground shipping which was stated as $11 and some change for an item that was around 8 lbs or probably much less. When I proceeded to the checkout section it immediately increased the ground shipping to $17 and some change which prompted me to search online for any possible complaints about this vendor and I found this site.

After reading this I decided to opt for amazon and used my $10 gift card plus their free shipping to order the product at a great discount with the assurance as a long term customer of reliability and EASY return policy if by chance there is anything wrong with our LAVA HD-2605 antenna!

Summit Source has been in business for over 25 years. We have over 100, 000 happy and loyal customers. If we have not been doing something right, we would not have made it as far as we have.

I am not familiar with each of your orders, but I can attest to how hard our customer service representatives work each and everyday to provide products at some of the greatest prices found online. I am also sorry that you had a hard time reaching us. We pride ourselves with handling a large volume of business without having to out-source our customer service. If you happened to call and not reached someone, that is because all of our lines were tied up with other callers. We often use email as our preferred avenue for contact because it saves both us and our customers time.

I also am somewhat offended by your comments towards our shipping as "padded." Our shipping department tries to find the best shipping rates for each and every one of our customers. Also, the additional shipping insurance was put into place after many customers requested it. It is in fact optional and each person has the choice to un-check the box.

As for the chargeback fee, I would love the opportunity to address this point. When a person initiates a chargeback with their credit card company. The merchant (i.e. summit source) is charged a fee from the credit card company no matter what the outcome. Just as merchants are charged a fee for each and every transaction. People forget that credit card processing is full of fees that are passed onto the merchant. We urge customers to work out a refund/in-store credit or exchange whenever possible in order to avoid this fee being passed through to them.

I completely and totally agree. I was a walk in to their store, I try to support local businesses, (Fort Wayne, IN), if at all possible. This owner attacked me the moment I walked in with my return. I specifically asked if I could return the item if my husband didn't like it (I dealt with the owners Son and another employee), there was nothing mentioned about a "Restocking fee". The Owner continued to validate his claim saying it was legally printed all over their website...I was a walk in, didn't use the internet. On my receipt, there is no mention of any "fee" of any kind!

He literally had me in tears by the time I left!

Summit Source is the absolute worse company I have ever delt with. They are the total opposite of what a consumer expects with customer sevice. It appears that they work overtime trying to figure out how to develop their policies and website to rip off consumers.

Bought an DB2 HDTV Antenna from them, They sent it in it's display box!, (No packaging box), Somehow got a hole in it and I lost ALL the assembly hardware, I contacted them about it several time's and received NO response, Very UNPROFESSIONAL company!Avoid at all cost!