Fans Learn NOT to order Dr. Horrible Style Goggles from Pendergast.
A lot of Whedon/Dr. Horrible fans ordered from this website after seeing a pair of goggles that looked a lot like Dr. Horrible's - only to receive the wrong ones. And bad customer service. Edit: If you ordered some you can get a full refund.
"Please don't go away mad, just go away. Thank you." Is the email one gal received.
The kicker is the guy posted on a forum that you COULD get them on their site.
[ edited by BrownCoat_Tabz on 2008-07-31 21:49 ]
July 31 2008
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RaisedByMongrels | July 31, 17:48 CET
MattK | July 31, 17:55 CET
ETA: Product sku's and page url's are exactly the same. And both sites went down at the same time earlier this week and had exactly the same asp runtime errors.
[ edited by Succatash on 2008-07-31 18:06 ]
[ edited by Succatash on 2008-07-31 19:28 ]
Succatash | July 31, 18:01 CET
If you were in the business of supplying people with $1000+ orders for bulk quantities of a good product that works, and then a few people order single items and complain about the color, would you honestly care about their business?
dingoes8 | July 31, 18:07 CET
pat32082 | July 31, 18:08 CET
BrownCoat_Tabz | July 31, 18:08 CET
Sly | July 31, 18:20 CET
petranef | July 31, 18:22 CET
The One True b!X | July 31, 18:23 CET
WCityMike | July 31, 18:26 CET
BrownCoat_Tabz | July 31, 18:27 CET
WCityMike | July 31, 18:27 CET
-They post on Dr Horrible sites that the goggles are available from them. "We didn't want these orders" is a little hard to believe
-They claim their usual customers don't care about what they look like: then why put up bandwith eating pictures in the first place? It's pointless AND misleading
-Of all the possible goggles, they just "happen" to look like a certain kind they were obviously aware is becoming popular with a certain crowd
The sceptic in me has to wonder if at least one certain person at that company wasn't simply hoping that a lot of fans would buy their goggles and then just shrug it off without making a fuss.
And even if not. Even if it really was just an over eager employee. They are still responsible for the screw ups of their employees and should pay for shipping. Deduct it from his pay check as a lesson in "shut your trap, we got a marketing department for that".
Trienco | July 31, 18:45 CET
Beth | July 31, 18:45 CET
petranef | July 31, 18:53 CET
UnpluggedCrazy | July 31, 18:57 CET
They may well have common ownership. Or it may be that the software was developed for Morton, but the developers retained ownership and weren't saddled by a non-compete clause, allowing them to offer the same technology to others. That could happen if Morton wanted a system, but couldn't afford to pay extra for exclusivity.
AlanD | July 31, 19:00 CET
Haunt | July 31, 19:16 CET
Good catch on the esafetystore.com, AlanD. I guess it's possible they both ordered the same "website in a box," "Now YOU can sell safety supplies!" package. Seems mighty fishy and coincidental to me, though.
Succatash | July 31, 19:20 CET
Beth | July 31, 19:28 CET
You don't go and take orders from people and then when they want to return it because it's the wrong item be really rude to the people who spend their own money for your product.
Plus the whole thing that one of their own people advertised on the dr horrible forum, is just wrong too because he obviously knew that they sell in "bulk" and yet he used it to his advantage.
badwolf | July 31, 19:30 CET
That's all. And people wouldn't be that angry.
Ps: Apologize for my poor english.
Este | July 31, 19:36 CET
Glad everyone will be getting their money back though.
NYPinTA | July 31, 19:39 CET
The folks at Morton seem a bit more proactive in dealing with the handling the fan community:
Hello Everybody
Allen Bergles again. Yes the goggle issue is a fact and I have been in contact with Fibre-Metal (Mfg) and that goggle has not been silver since 1998 (est) yet it is still silver on their web site. So like the lab coat, the goggle the production company had was deep in a prop room for years. I have contacted 7 other google mfg and nobody has one even close. The closest is Gateway safety and it is also Green, not silver. Like Pendergast, we are also a industrial supplier, but I guess we are a little more in tune with people as people and not just as companies, and we understand the situation. We will credit the goggles at full if you chose to return them. But know that you are not going to find them exact (Because the color of the exact ones have been changed at the MFG) May I suggest a good masking job and silver paint. Just a suggestion, I tried it here and it looks pretty darn good, has to be a laquer paint or it bubbles on the PVC body of the goggle.
Allen Bergles
Morton Safety
Whedonage | July 31, 19:40 CET
UnpluggedCrazy | July 31, 19:43 CET
Haunt | July 31, 19:51 CET
The One True b!X | July 31, 19:52 CET
NYPinTA | July 31, 19:57 CET
m'cookies actual | July 31, 20:01 CET
BrewBunny | July 31, 20:10 CET
RaisedByMongrels | July 31, 20:17 CET
m'cookies actual | July 31, 20:17 CET
[ edited by willbueche on 2008-07-31 20:29 ]
will.bueche | July 31, 20:27 CET
NO company, employee, retailer should *ever* say anything like that to a customer. Now, if said customer shows up at your house at 2 a.m. banging on the door with a freeze ray...feel free to take appropriate verbal or physical actions.
But, because someone annoyed you in a phone call or an e-mail? Oy. I'd be fired so fast my head would spin. Work in sales of any kind and you deal with people--irate and otherwise. Gotta watch your mouth (or fingers, as the e-mailing case may be).
ctofine | July 31, 20:30 CET
will.bueche | July 31, 20:41 CET
Client isn't always right - I loathe that phrase, as it defies common sense - but client is king - from the littlest to the biggest account. It's the way you keep 'em and get more - word-of-mouth is crucial, and being rude kills your word-of-mouth, unless you're a monopoly...
I just rant offsides, and it gets it out of my system...
QuoterGal | July 31, 20:47 CET
madmolly | July 31, 20:51 CET
korkster | July 31, 21:02 CET
I've made strange requests of such companies for actual research purposes. It varies how helpful they are.
Sunfire | July 31, 21:08 CET
What is funny to me is that this company is shooting themselves in the foot by generating bad publicity. What if someone who used the goggles for non-costume use wanted exactly what they saw on the website. Would they have been treated as such if they complained?
Shouldn't matter who is buying. Should matter that they *are* buying. My guess is that management will chew this person out--as they should. Any bad PR is still...bad PR! :)
ctofine | July 31, 21:21 CET
ETA: Having said that, I did come across a really cool pair of metal goggles that someone bought at Restoration Hardware, apparently made by a German company.
[ edited by Whedonage on 2008-07-31 22:15 ]
Whedonage | July 31, 21:30 CET
JadeHand | July 31, 21:46 CET
NYPinTA | July 31, 21:49 CET
To argue the sound effects when Dr. Horrible adjusts his goggles, that could be inserted later.
Come to think of it, why would anyone make an actor wear metal on their head, and then be tossed around?
korkster | July 31, 21:50 CET
See posts #52 and #59 from Mr. Bergles here at the Horrible.net costuming thread for his comments on the coat.
Yay for Customer Service.
JadeHand | July 31, 22:10 CET
A small company that stocks and/or sells this sort of thing usually doesn't deal in one's or two's of an item. And in many instances they drop-ship from the manufacturer, never actually laying hands on the products they are selling.
As far a PR backlash, not a chance. Will any of you honestly ever have a need to deal with this company again as long as you live? Maybe if Joss writes, "Dr. Horrible goes to a construction site." But I doubt it.
In all likelihood, your one goggle purchase represents a LOSS for their business. All the time, energy and expense it takes to process an order adds up. I'll bet some of you will say, "too bad, they advertised one thing and if its a loss for them, it's no excuse for being rude or not providing what was advertised." And to that retort these companies will say, "sorry, you're shit out of luck, try someone else." And if you are rude or extra demanding about your one goggle purchase, yes, they may tell you to get lost (or worse).
We would all love to live in a world with old concepts like good customer service and friendly strangers but remember for most businesses, the reality is that all customers are equal. It's just that some customers are more equal than others.
alexreager | July 31, 22:17 CET
I think that violates their merchant agreement with the major credit card companies. A ton of cancelled orders and chargebacks in conjunction with saying "get lost" - to the customers giving them confidential information - can get them in hot water.
Succatash | July 31, 22:56 CET
So...the question is: Did they think that 1,000 individual fans would each order one pair, or did they think that one fan would order 1,000 pairs for a convention? I don't know if they did or not, but they should have said somewhere in their post that "We deal only in bulk, not in individual purchases" so that fans would be aware of that up front, not find out after the fact.
And they also should have said "We offer something very similar in style to these goggles, but they are NOT the exact same thing," instead of saying "We sell these goggles!" They misrepresented themselves and their product. And you know what they say about word of mouth - all it takes is one unhappy customer...
On the other hand, the fans ordering these goggles should have "read the fine print," as it were, should have emailed the company and asked detailed questions - "Are these goggles silver?" "Are they made in the same shape?" "If you run out of silver, do I get a refund?" etc - before placing their order. But I know how it is - you see something you really want, and you get excited, especially if the price is really good for it, and you order it without really thinking. Caveat emptor, as they say.
But no business should tell a customer "Just go away." Ever. Even in jest (Which I doubt this was.) That's just poor business practice, pure and simple.
ShadowQuest | August 01, 00:17 CET
Haunt | August 01, 00:21 CET
korkster | August 01, 00:42 CET
Still, they could have been nicer about it.
thatweirdgirl | August 01, 01:01 CET
Whedonage | August 01, 01:40 CET
RaisedByMongrels | August 01, 04:26 CET
RaisedByMongrels In this day and age one should never assume anything. Prototype pictures almost always look better than the actual product, especially something that is mass produced and specially painted, like action figures.
As I said, I don't know anything about these goggles, but if the site offered them to fans specifically and showed silver ones on their main page, then, yes, there is a reasonable expectancy to get the desired product. IF that's all they carry is the one color and one style. But it seems they're a wholesale supplier, and it would stand to reason they have several different colors/types/styles depending on the need.
Dunno. Just know it was shite for them to say "We've got 'em! Come and buy 'em!" and then turn around and say "Sorry, suckers!"
ShadowQuest | August 01, 05:12 CET
HULU is free, and if I remember correctly, you don't need to download anything. Both pluses. I'm not sure how it fares on dial-up (I use the computer at work), but I'm sure someone will answer that question for you within 24 hours. ;)
I don't know how informed you are about Dr. Horrible's Sing-Along Blog, but it's Joss' newest hit, strictly from his hands to ours, over the internet. He recently re-posted it on HULU to give viewers a second chance to catch it. There, you'll see his witty (as usual) blog and the video down below. As mentioned before, it's FREE. There are a couple of teeny-tiny commercials between breaks to help fund, and the more we watch the better. I highly recommend you check it out. :)
korkster | August 01, 05:37 CET
Yeah, whatever, Dave. You're still a douche bag.
Sly | August 01, 06:46 CET
SoddingNancyTribe | August 01, 06:52 CET
JadeHand | August 01, 14:48 CET
Anyways, if you look closely at the silver ones that WERE available, I believe they actually are the exact ones used. Look at the placement of the vents and also look at the strap. It has the exact same black and red pattern that you can see in Dr. Horrible. They probably just used paint to make the goggles look aged.
[ edited by ShamelessSingingRennie on 2008-08-01 19:34 ]
ShamelessSingingRennie | August 01, 19:33 CET
This is what I was talking about: People feeling entitled. As a customer, when deal with a store, you do business their way or you take your business elsewhere. That's the free market. If a retailer doesn't care about your insignificant purchase and there's absolutely no chance of you ever needing something from them again, they don't owe you good customer service or anything. There are plenty of places that have a strict no return/all sales final policy. Some businesses have adopted a "the customer is always right" approach, but only to secure returning customers. That mindset is not hardwired into business.
dingoes8 | August 01, 21:03 CET
Yes, but it has to be stated upfront. If not, you don't get to be an ass to someone just because they are ticking you off, especially after you went to THEM to hark your wares.
NYPinTA | August 01, 21:16 CET
One of the assumptions underlying free-market ideology is that there is a parallel free market for information, namely that dissatisfied customers are free to tell any Tom, Dick or Harry what they think of a particular business' customer service. Which is exactly what the original poster in question was doing: informing the whole world of his opinion that Pendergast's customer service sucks.
BrewBunny | August 01, 21:29 CET
Now in terms of business practice I do tend to fight back the gag reflex at the ridiculous aphorism "the customer is always right." Bah! But having said that I echo BrewBunny's statement above. The business has the right to be obnoxious to a customer as long as they recognize that the customer has every right to voice their displeasure. If the company doesn't CARE that they get bad word of mouth, well than I guess there's nothing really that can be said about that, eh? But rest assured when I receive poor customer service I go above and beyond in my efforts to make that known to everyone that holds still long enough to listen.
Haunt | August 01, 22:09 CET
Haunt, as your broker (not), I must advise you that as of this morning you are the proud owner of 2,000 shares of Widget Sales Spectacular, Inc. common stock, so now is the time to start caring! Ok, I just wanted to type Widget Sales Spectacular, Inc., which is the best fake company name of the day (founded as it was, no doubt, by Fake Thomas Jefferson or at the very least someone pretending to be him).
zeitgeist | August 01, 22:22 CET
BrewBunny | August 01, 22:30 CET
And back on topic, I agree that nobody should be mean to anyone else. But people have to understand that not everyone is as nice as us and to assume these small businesses will be patient and understanding when discussing the aesthetics of a pair of welding goggles used in an internet film costume might be setting ones self up for disappointment.
And I DO have a solution for everyone looking for a kick-ass pair of Dr. Horrible goggles...cut up an egg carton and secure to your head with string. Presto, Dr. Horrible goggles. (I'll keep working on it)
alexreager | August 01, 22:37 CET
BrewBunny - point taken.
zeitgeist | August 01, 22:45 CET
That was my favorite part of the rude letter.
*sigh*
Unfortunately, rude customer service seems to be in vogue. I can't get a coffee at the local coffee shop without the barista girl looking at me like I killed her mother. I have no idea why this happens. I don't expect someone to be overtly friendly, but to be overtly rude? for no apparent reason? I don't even know her, and I never killed her mother. I swear.
People seem to think that they are doing you a favor by taking your order, when in fact you are the one paying. They are also getting paid to do their job, so I don't really know where the animosity comes from.
Sorry, rant over.
ShanshuBugaboo | August 01, 23:02 CET
"and I never killed her mother. I swear."
This should be remedied immediately if you wish to join the ELoE.[/jesting]
General: I've worked customer service a lot. As much as saying what you're thinking is appealing, it's not the way to go. I get that some of the posters here understand that the few orders for these goggles that this company received, were barely a blip on the radar of "business" for them, but I don't get excusing their initial behavior. I hope that those who believe their "Bait and Switch" behavior was understandable get treated to such from every company they deal with for the rest of their lives. Go buy a ticket to "The Dark Knight" and get shown "Glitter", meh, ya got a movie, "Shut up and deal with it." I hope you never get what you pay for, and can shrug off the disappointment as easily as you express others should.
Again to Dave: I'm glad you came around. I appreciate what you've done for those of us who over zealously ordered your product without looking into the details. I also hope that the fallout of this event is minimal for you personally and professionally. Maybe you'll even look into this strange Dr. Horrible thing and get a few laughs from our obsession.
Me? I'm off to watch it for the 54th time.
Cheers all,
JadeHand | August 02, 03:26 CET
Haunt | August 02, 06:15 CET
Said art meetup takes place at a place with your name. Your orange name, not your other one.
The One True b!X | August 02, 06:22 CET
*slow applause*
zeitgeist | August 02, 06:41 CET
*absolutely no applause*
SoddingNancyTribe | August 02, 06:53 CET
*one hand clapping*
The One True b!X | August 02, 06:55 CET
zeitgeist | August 02, 14:47 CET
BrewBunny | August 02, 15:36 CET
zeitgeist | August 02, 16:11 CET