The company Arrow ships incorrect goods. The return process is proving to be very difficult due to poor communication and potential additional costs for customs clearance. An employee repeatedly refers to the "RMA return terms" and the "terms and conditions" in several emails. However, after reading through everything, many of our questions remain unanswered especially regarding follow-up costs such as customs duties, higher shipping costs due to the goods being located outside the USA, and so on. The response we received was dismissive: "If you do not wish to return the product due to the shipping costs that may be incurred at the time of the shipment, we will not be able to process a return as the supplier has requested for the parts to be returned." While this response is understandable to a certain extent, we purchased goods worth $457.31 and paid $404.71 for shipping to Europe. Returning the goods from Europe to Arrow in the USA would again cost between $400 and $450 in shipping, plus customs clearance fees and even potential penalty duties. Arrow is unwilling to provide a clear or reasonable response or to find a solution, despite the fact that they demonstrably shipped incorrect goods. On the contrary, the employee continually mocks us as customers. A request to escalate the case to a supervisor was ignored outright. Our loss amounts to over $1,000 due to incorrectly shipped goods from a supposedly reputable dealer named Arrow. The many one-star reviews on Trustpilot should hopefully deter other potential customers from ordering from them. We can only issue a strong WARNING in this regard:
STAY AWAY FROM ARROW!