Transaction took place in the Los Angeles Convention Center. This is the letter I wrote to the head of the company.
Female representative Coleen on 7/02/12 at Anime Expo 12 sold me an STL Ocarina, Plastic, Triple in purple/green. I have been playing ocarinas and other musical instruments for around 10 years. I went outside to try it out, and ocarina is defective. It was improperly sealed together in the manufacturing process which leads to a rather weak, squeel-y sound in all octaves.
I went to return it on 7/03/12 and the male representative who acted as the manager / leader of the group for STLOcarina was VERY rude to me off the bat, not allowing me to fully explain the situation before interrupting me to tell me how he wasn't going to listen nor give me a refund.
He told me that he would not refund my item and included a story about how "even if [he] wanted to refund me," he would have to check to make sure that I didn't pay in credit card (because it would cost him money to refund me), but he couldn't because of how his card reader app works. I have the very same card reader app, and you can see every transaction itemized. It would have taken only a few seconds to check and see that my name/credit card number were not used.
I offered to allow him to keep the 2.5% credit card charge, even though I paid in cash simply so I could get the refund over with, which he refused. In the meanwhile, Coleen had a good laugh at me about the whole situation. She was equally as professional as the male representative. I believe that she knew she sold me a defective ocarina and was enjoying the show.
The male representative gave me an address to return to and told me that a company check would be mailed to me, "if [I] don't decide to just keep it when [you] mail it".
However, the address is not related to STL Ocarina in any way.
The address he gave me was 11745 Administration Drive in St. Louis MO 63141. I sent my friend to get the address from him again.
He gave my friend an address that doesn't even exist!
He gave my friend the following address: 11572 Administration Drive in St. Louis MO 62141. Because of his poor and unprofessional behavior regarding a common problem for any item that is sealed together during the manufacturing process, I am no longer interested in using STLOcarina products in any way, shape, or form. He has given me a rather negative outlook on the company as a whole, and I highly recommend they disallow him from handling any future customer service, as he will turn potential customers away from the brand, and/or take previously-interested customers and cause them enough grief and frustration to cause them to outright despise the company name.
I do hope that this encourages STLOcarina to pick their field agents and/or representatives with more care in the future. I called the company at (314) 594-2994 on 7/04/12 around 2pm and spoke to Sarah M about the situation and she assured me that if I mailed to the following address, I could get a refund. STL Ocarina PO Box 28384, St Louis MO 63146. This letter and package were mailed to that address. If you are having a similar problem with any items purchased from the STLOcarina booth I recommend you call their phone number as soon as possible to get the ball rolling.
Review about: Defected Ocarina.