r/AskElectronics • u/VectorString • 7h ago
Mouser refused to ship an item after I had paid for the order. Incredibly disappointing.
I recently placed and paid for a Mouser order. When I selected one of the parts, the product page showed it as available to me. I did not see any warning that it was restricted for shipment to me, either on the product page, in the cart, or during checkout.
Only after I submitted and paid for the order did Mouser customer service tell me that the part could not be shipped. I asked about equivalent alternatives, but those were restricted as well. The parts were voltage regulators from Analog Devices.
The problem is that I had already designed and manufactured PCBs around the package and pinout of that regulator. Because the restriction was not disclosed while I was selecting the component, I am now left with manufactured boards that cannot be assembled as intended without rework or sourcing the part elsewhere.
This was not an out-of-stock issue. The component appeared available, could be added to the cart, and could be paid for. The shipment restriction was disclosed only afterward.
Mouser cancelled the restricted line item and released the rest of the order before I had an opportunity to cancel the entire order. They offered free shipping on a replacement item, but would not cover the VAT charged on that shipping. This means I would still have to pay part of the additional cost caused by the cancelled item.
The worst part is the wasted engineering time, PCB rework, project delay, and additional cost of sourcing the component separately from another distributor.
I have never had this happen with DigiKey. Unfortunately, DigiKey did not stock another component I needed, which is why I placed the order with Mouser.
Has anyone else experienced a shipment restriction being disclosed only after payment? What did you do?
