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Company to Avoid: QMS Inc./MacPadd.com

By - Source: Tom's Hardware US | B 118 comments

UPDATED. During the course of your computer buying experience, you may come across a company, vendor, or retailer that provides you with unsatisfactory service in any number of ways.

Sometimes, you may get a refusal for repairs that you deserve. Other times, wrong products are shipped or inaccurate information is given. Then, there are more severe circumstances where people pay for an order, and never receive proper correspondence or even the products from a seller. This is a common theme on eBay and other places such as Craigslist. It's always advisable to look into a vendor that you have never purchased from before especially one that is not well known.

QMS Inc. (MacPadd.com) is one such company.

We attempted to order the solid aluminum mousepad from MacPadd.com on October 23rd, 2009 and after going through the confirmation process and payment (done through PayPal), we received an automated response. The website also indicates that the product should ship to the US within "3 to 7 business days."

During the next 7 days following the initial order date, we contacted the vendor several times with no success. The business number of (519) 429-0126 constantly goes to a voicemail. An attempt to call the vendor on the 30th of October did not yield any success either. Leaving a voicemail to have a rep respond went unheard.

We never received a shipment confirmation, tracking email notification, or any other type of email to indicate that the product would be delayed, was unavailable, or was on back order.

Suffice to say, we were getting a bit worried.

After looking through the PayPal transaction record, we were able to find another business contact number listed by PayPal for QMS Inc. at (519) 429-3141. We called that several times. No answer either.

At this point, it was becoming obvious that something was terribly wrong. We went ahead and opened a dispute for the transaction with PayPal and indicated what was going on.

Five minutes after filing the dispute through PayPal, we receive an email response from a David Free (claimed he runs the company) responding to our email request for a tracking number. Free indicated the following:

"Your Macpadd was mailed yesterday however, our experience is that it takes much longer to get to California. I don't know why, that is just our experience.

I will see if I can take [the tracking number] down."

It was odd to us why Free couldn't simply include the shipping number in the email.

Then we also received a call from Free, in which he indicated that the product was shipped "yesterday" on the 29th. Yet, no shipment info was provided on the 29th. We asked Free to provide us a tracking number. After a hesitant pause, Free asked if he could email it to us. We agreed and asked Free to deliver the tracking number within one hour. He agreed.

Three hours passed and we did not receive anything. We called Free back, and asked for the tracking number. Free said the following:

"I forgot, and I'm having a drink with my wife."

We asked Free to provide us a tracking number yet again by the end of the business day. MacPadd.com operates out of the eastern time zone, and by 6:45 PM EST, we still hadn't received any number. We called Free again. This time however, Free became annoyed that we called him again to ask for the number. We disclosed to Free that we were a tech publication and ordered the product for a quick review. 

Unphased, Free lashed out at us saying that we were harassing him. After raising his voice several times and repeated swearing at us, we asked Free to be honest and inform us if the product was really shipped. Free exclaimed "yes." So we asked for the tracking number again. Free continued lashing out at us, and eventually talked about something completely unrelated to the issue at hand, asking us:

"Do you know I have a CPA, and an MBA, and I am an engineer?!"

We couldn't see the correlation at this point between what Free was saying and our request for tracking information. We also disclosed to Free that we would warn Tom's Hardware readers of this unacceptable, rude, and seemingly fraudulant business practice. Free then offered a refund. We told Free that we weren't asking for a refund, just a tracking number for the order. All attempts to reason with Free were cast aside.

Free then accused us of committing extortion.

"Extortion" over a tracking number? We didn't even want a refund. Just a simple tracking number.

Free then exclaimed:

"Get out of my f***ing life!"

And hung up on us.

By now it was becoming clear to us that we weren't going to receive the product we paid for.

During the course of the day, we had updated the dispute with PayPal several times. When you submit a transaction dispute, PayPal attempts to contact the seller. Every time you update the dispute, PayPal will attempt to contact the seller for a response. All updates are logged in the PayPal Dispute Center and updates are seen by both parties. Free ignored all of PayPal's notifications and request for a response to us.

Later in the day, we received an email from Free with a Canada Post tracking number. We then attempted to track the package, and Canada Post revealed that the number corresponded to a shipment logged on October 3rd, 2009 -- not the 29th like Free indicated. As of this writing (November 1st, 2009), the tracking information still has not changed.

We emailed Free and notified him that the tracking number he provided was invalid. Instead of providing a valid tracking number, Free threatened to sue us.

Why couldn't Free have provided a simple and valid tracking number? We may never know. But at this point, it's safe to say: because the product was never shipped. Instead of supplying a number, he offered a refund instead.

The refund didn't come.

On Saturday, with the tracking number remaining unchanged, we escalated the PayPal dispute into a claim, and selected "Possibly Fraudulent" as the reason for the escalation. We provided nearly an identical account of the buying experience to PayPal and submitted the claim. PayPal indicated that there was no guarantee that we would get our money back, but that it would try to help. The escalation occured at 9:29 PM on Saturday, the 31st.

Free indicated that we could either:

"Make this world war III or handle this in a civil manner."

We responded saying:

- Listed business number is unattended and never answers
- No shipment information sent despite claim that it was sent on the 29th
- Failed to respond to the filed PayPal dispute through the PayPal payment system
- Failed to respond to PayPal's request for seller information regarding the transaction (Free ignores PayPal's emails for response)
- PayPal dispute escalated; still no correspondence by Free through the PayPal mediation system
- Repeated refusal to send tracking information
- Invalid tracking info (dated Oct. 3rd, 2009), and now reveals no data from Canada Post
- Responds with another refund offer, yet fail to release a valid tracking number dated Oct. 29th, 2009 to invalidate filed PayPal dispute
- Nov 1st, 2009, still have not provided the valid tracking # (ignores PayPal dispute message to provide valid tracking information)

No only did Free fail to respond to any of PayPal's request for a dispute response, he still didn't provide a number. We repeatedly told Free that we weren't asking for a refund, just a tracking number. Yet none was ever provided as he said he would.

In an email, Free said to us:

"We are very small. I invented this product and have shared it with thousands. You are the only one complaining so far. No one has been ripped off and no one will be."

Coincidentally, we found these on RipOffReport:

http://www.ripoffreport.com/Computer-Mail-Order/MacPadd/macpadd-scam-of-just-rifoff-t-99bd4.htm

http://www.ripoffreport.com/Computer-Manufactures/QMS-Inc-MacPadd/qms-inc-macpadd-ordered-mouse-hbef3.htm

In his final email, Free said to us:

"Have you thought of getting emotional therapy? Your are truly a disturbed person and your correspondence will be sent to the CEO. Get a life you are truly disturbed person."

Originally, MacPadd.com indicated that it was "under new management." But after the dispute with us, Free removed the claim from the site, since he indicated that he invented the product and was still running the company. The Google cache of MacPadd.com has the original claim. At this point, we believe that Free added the "new management" to the site after several customers indicated that they never received the products they ordered.

By early Sunday morning, we received this response from PayPal's investigation team:

------
Status
This claim has been decided in your favor and you'll receive a refund.

What happens next

Please allow up to 7 days for the refund to appear in your account. Once the refund is complete, the case will be closed.
------

It looks like PayPal has agreed with our claim and retrieved the funds that were held hostage.

At this point, Tom's Hardware recommends readers to avoid products and services offered from David Free and the company he runs.

UPDATE: David Free of MacPadd.com has responded to our report

UPDATE 2: Our third report on David Free and MacPadd.com.

Discuss
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Top Comments
  • 32 Hide
    imapc , November 2, 2009 6:32 AM
    Sound's like a plan. If he owns an actual, legit company, call some more authorities on him who can get you more than a refund. (More along the lines of shutting him down.) That guy earned it.
  • 29 Hide
    JuiceJones , November 2, 2009 6:23 AM
    Good stuff.
  • 26 Hide
    tuannguyen , November 2, 2009 7:04 AM
    joeman42That's the EASY part. Wait until Paypal actually refunds. Otherwise, your nightmare has just begun.


    PayPal has deposited the refund and indicated that they agree with my claim. :) 
Other Comments
  • 29 Hide
    JuiceJones , November 2, 2009 6:23 AM
    Good stuff.
  • 32 Hide
    imapc , November 2, 2009 6:32 AM
    Sound's like a plan. If he owns an actual, legit company, call some more authorities on him who can get you more than a refund. (More along the lines of shutting him down.) That guy earned it.
  • 15 Hide
    Anonymous , November 2, 2009 6:35 AM
    can understand how you feel, for I believe many had such experience doing online shopping. That's it for them.
  • 26 Hide
    kanazak , November 2, 2009 6:35 AM
    Disgraceful.
  • 25 Hide
    that_aznpride101 , November 2, 2009 6:57 AM
    not gonna purchase stuff from MacPadd.com
  • 26 Hide
    tuannguyen , November 2, 2009 7:04 AM
    joeman42That's the EASY part. Wait until Paypal actually refunds. Otherwise, your nightmare has just begun.


    PayPal has deposited the refund and indicated that they agree with my claim. :) 
  • 18 Hide
    Rock_n_Rolla , November 2, 2009 7:06 AM
    It seems that AssPad I mean MacPad, has no intentions of providing
    good quality service to their customers or to the people in genral
    in anyway whatsoever. And from the RipOff site it only tells one thing,
    The moment you buy online from this company Is like giving your money to
    them and you gonna waste a lot of time sending them emails and
    calling them over the phone and asking when will your pad will arrive
    only to find out your effort will result to nothing, and all you have
    is a credit card billed with a product you bought online that you didn't
    even get see and at the same time a thought lingers inside your head
    for a person who owns that company who scammed you and thinking he's
    laughing while laid back on his chair and saying.. "My Company is above
    the Law, coz i can scam people without getting caught and im doing it
    every single day".

    I suggest you guys notify the proper authorities regarding this matter
    and you notify it asap for the sake of others.
  • 25 Hide
    Sythix , November 2, 2009 7:30 AM
    Tuan, you should seriously sue for fraud.
  • 4 Hide
    Ciuy , November 2, 2009 7:31 AM
    i hate it when that happenes, no info, no nothing.
  • 23 Hide
    nonxcarbonx , November 2, 2009 7:32 AM
    You should email Free a link to this article.
  • 3 Hide
    Sythix , November 2, 2009 7:34 AM
    I did nonxcarbonx
  • 7 Hide
    rhangman , November 2, 2009 7:35 AM
    Just get a Razer pro pad. Aluminium with a white coating (course one side and smooth the other).
  • 9 Hide
    Sythix , November 2, 2009 7:36 AM
    Robert says...
    Wrote on May 31, 2009 @ 8:28 pm

    I also ordered a 9″x9″ and paid for it also from MacPadd.com and was sent the smaller 9″x6″ pad with not explanation. They have failed to respond to my emails and have failed to send me a replacement. It is interesting that MacPadd.com is run by “Quaility Management Systems” (QMC).but appears to lack any traces of quality in their operation.
    Jeff says...
    Wrote on June 4, 2009 @ 9:00 pm

    I ordered a MacPadd Pro 2 months ago and I haven’t received anything. Repeated emails to the company have gone unanswered. I would *NOT* recommend this company at all until they resolve the issues that they are currently having.


    from http://www.buymeaniphone.com/2009/03/16/mac-monday-review-macpadd-mouse-pad/
  • 19 Hide
    astrodudepsu , November 2, 2009 7:38 AM
    This guy just signed his companies death warrant.
  • 5 Hide
    Gin Fushicho , November 2, 2009 7:39 AM
    WOW..... Some companies are HORRIBLE.
  • 12 Hide
    rajangel , November 2, 2009 7:40 AM
    did anyone read this on their website?

    "MacPadd processes its orders within 37 business days"

    wow. wtf. seriously? no one would EVER order anything.

    http://www.macpadd.com/macpadd/Logistics.html
  • 2 Hide
    rajangel , November 2, 2009 7:42 AM
    im sorry but I mean why 37? why not... 39? or better yet! 30 since that somewhat makes sense. why 37? must have been the latest a dispute was made.
  • 4 Hide
    katmandude , November 2, 2009 7:44 AM
    Went and saw the Macpadd site. Some claims are actually not true. For example :
    1/ the green dimention of a aluminium slab? making aluminium is one of the most energy intensive manufacturing processes, grey energy of Al is of the charts. Recycled Al is on the otherhand rather good for the environement, it's recylable@ 100% and uses much much less energy that the initial melting process (actually electrolysis from Bauxite, i digress... :p  )
    If they are using recycle Al then yes, but i doubt it. I'm an architect, and we're specialized in Eco friendly constructions, and BOY IS IT HARD to get recycled AL in our products. not impossible but very very difficult. recyling an aiplane where AL is in large quantities is easy, getting AL for the household garbage? near impossible. get the picture?
    I would like to see where they get their Al slabs from.
    2/ It's fit for usage in an sterile environment? thats a hard one! it's a bit of touch and go. Aluminium does have some properties that a lab needs for soem applications. chemically neutral yes, if the layer is intact. Oxydized Al is non reactive to most things, then again, u're in a lab... with acids and stuff...) aaahh that's why they don't have it in labs :p . Anyways that's not the point, my point is tha back side, they just glued a bit of antislip lattice ( i think it's some sort of neoprene, the sort u put on your litchen floor) That's not resistant to bacteria, suite the contrary. Like the site says....

    I wonder what Apple would think of their name plastered all over this site? linked to visibly a bad customer service?

    sad really because I've had a Aluminium mouse pad, which i made myself, and it works rather well. I use a slab,30x30cm, of artificial stone with a teflon finish for the moment.
  • 9 Hide
    Rock_n_Rolla , November 2, 2009 8:06 AM
    In Addition:

    MacPadd's site doesn't include a valid SSL certificate on their own
    checkout pages that you usually see on most online shops to verify the
    site's integrity and to verify other information with regards to the
    site's security and other legal registration and other info just incase
    you decided to sue them or file a compliant on SEC for some other legal
    issues. If an online shop doesn't provide or include any valid and
    verifiable SSL certificate on any of their checkout page(s), That alone is
    a very very good sign of an online shop that offers or sells very
    questionable products or bad service to the public.


    Well,.. they have a PayPal Check out button which points to PayPal's site
    with a valid "SSL certificate",.. YES,.. but that is for the PayPal, NOT
    for the Company it SELF and you can't sue PayPal because they are only
    responsible for handling payments and not for the product you bought.


    If you cant prove to PayPal that you haven't receive anything from
    the online shop where you bought an item well, you just got your self an
    instant head ache and you gonna waste your time and effort proving to
    PayPal that you have not receive any items you bought.
    IF, you did proved them you haven't receive anything and PayPal decided to
    give your money back STILL, you just wasted a lot of your time because
    proving it is not easy specailly if the item(s) you bought is an expensive
    one.
  • 9 Hide
    Kaiser_25 , November 2, 2009 8:45 AM
    Ya definitely screw this guy, id contact the BBB, the FTC god and country, this kind of crap cannot be tolerated...these scams work because most people give up and he just keeps the money and people that push hard they just get a refund, so hes still making a profit from no product, like we should find where this guy lives...and like go 'the peoples justice' on his ass.
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