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vbnmu · 21-10-2006, 17:38

My Name
20/10/2006 14:00 Dear Sir/Madam,

Re: Microsoft Optical Wheel Mouse USB/PS/2 - Black 106194

I am writing regarding the above item which is missing from my order.

On the last delivery i received a box that only contained my keyboard. This is besides the point that my order came well late of the stated delivery date.

I was informed by City Link that upon delivery, they were informed that i do not live at the address anymore. They tried again and received the same information.

A customer advisor at Ebuyer assured me that my item would be delivered on Monday. Another said it should happen on Tuesday. Upon calling on Tuesday they told me that i should receive the item on Wednesday.

I finally received it on Thursday. Since Saturday is also a delivery day, they had four days to deliver the item.

I would like a refund of my delivery charges and of the missing mouse as i believe Ebuyer in conjunction with City Link have been lacking in professionalism in dealing with my order.

Combined errors by Ebuyer and City Link should in no way be borne by the customer.

I should leave you to deal with any further issues. I have had reports of people waiting for weeks for an appropriate decision. Should this be the case with my enquiry, i will be forced to contact the appropriate authorites as i have spent enough time and money chasing the above item.

I hope to hear from you very soon.

Rergards,
My Name

Penny
20/10/2006 20:02 Dear My Name

Thank you for your contact with our Customer Support Team.

Unfortunately I cannot refund your postage as the postage you paid for was for weight not for your order to be delivered on a specific day.

I would offer you a free shipping token for a future order but see from your notes that you have already refused this when it was offered to you on the telephone.

I apologise for the delay in receiving part of your order an for any inconvenience this may have caused.

Kind Regards
Penny
Ebuyer Customer Support Team
My Name
20/10/2006 21:41 Dear Ms. Penny,

Thank you for your prompt correspondence.

In regards to the postage, can you please clarify what was exactly paid for.

I do believe Ebuyer gave a time scale for the delivery. It was stated that i would receive my order by the 13th at latest. I received my order on the 19th due to combined errors by Ebuyer and City Link.

The notes on the account should hold evidence of the mistakes made by your customer service team.

Though offering me a token was a sign of goodwill on behalf of Ebuyer, I am sure you can understand that the token does not cover the cost of my numerous calls to Ebuyer along with the inconvenience caused.

I would also remind you that I have yet to receive my mouse and that you did not raise this issue in yr email.

I hope to hear from you soon.

Regards,
My Name.
Penny
20/10/2006 21:54 Dear My Name

Thank you for your contact with our Customer Support Team.

As I explained in my last enote - unfortunately I cannot refund your postage as the postage you paid for was for weight not for your order to be delivered on a specific day.
On a standard order we do not guarantee the delivery date.

My colleagues gave you the information they had at the time you rang them.

Your mouse is being delivered by Royal Mail.

The contract with Royal Mail does not allow us to investigate a missing item until 15 days from the dispatch date. If you have nor received by then please do not hesitate to get in touch with us and we will investigate this for you.

I apologise that at this moment in time I can help you no further.

Kind Regards
Penny
Ebuyer Customer Support Team
My Name
20/10/2006 22:21 Dear Penny

You mentioned that Ebuyer does not guarantee a delivery date on standard orders. Would you therefor say that the date stated, i.e by latest 13th of October is not exactly correct?

Your colleagues maintained that my item would be delivered on Tuesday after they were informed of the situation. They promptly put me on hold and called City Link. They proceeded to do the same on Tuesday when, again, i did not receive my items. They then informed me that the delivery would come on Wednesday.

From the information gathered, City Link did not have any orders from Ebuyer to deliver the item, except on my last call on Wednesday. They then scheduled the delivery for Thursday.

In regards to my mouse, I was not informed of this arrangement when I called Ebuyer CS. I was made to believe that the order would come from City Link along with my keyboard.

The website would lead me to believe the same thing as it shows a signed proof of receipt.

Thank you for your help.

Regards,
My Name
Penny
20/10/2006 22:34 Dear My Name

Thank you for your contact with our Customer Support Team.

We do endeavor to deliver by the date we state on a standard order but we do not guarantee it.

My colleagues will have given you the information they were given at the time. They would not have deliberately misinformed you.

I can assure you that your mouse is being delivered by Royal Mail. I do not know what you mean by a signed proof of receipt?

Kind Regards
Penny
Ebuyer Customer Support Team

21-10-2006, 17:38	#40
vbnmu Inactive Join Date: Oct 2006 Location: London Posts: 322	Re: Ebuyer My Name 20/10/2006 14:00 Dear Sir/Madam, Re: Microsoft Optical Wheel Mouse USB/PS/2 - Black 106194 I am writing regarding the above item which is missing from my order. On the last delivery i received a box that only contained my keyboard. This is besides the point that my order came well late of the stated delivery date. I was informed by City Link that upon delivery, they were informed that i do not live at the address anymore. They tried again and received the same information. A customer advisor at Ebuyer assured me that my item would be delivered on Monday. Another said it should happen on Tuesday. Upon calling on Tuesday they told me that i should receive the item on Wednesday. I finally received it on Thursday. Since Saturday is also a delivery day, they had four days to deliver the item. I would like a refund of my delivery charges and of the missing mouse as i believe Ebuyer in conjunction with City Link have been lacking in professionalism in dealing with my order. Combined errors by Ebuyer and City Link should in no way be borne by the customer. I should leave you to deal with any further issues. I have had reports of people waiting for weeks for an appropriate decision. Should this be the case with my enquiry, i will be forced to contact the appropriate authorites as i have spent enough time and money chasing the above item. I hope to hear from you very soon. Rergards, My Name Penny 20/10/2006 20:02 Dear My Name Thank you for your contact with our Customer Support Team. Unfortunately I cannot refund your postage as the postage you paid for was for weight not for your order to be delivered on a specific day. I would offer you a free shipping token for a future order but see from your notes that you have already refused this when it was offered to you on the telephone. I apologise for the delay in receiving part of your order an for any inconvenience this may have caused. Kind Regards Penny Ebuyer Customer Support Team My Name 20/10/2006 21:41 Dear Ms. Penny, Thank you for your prompt correspondence. In regards to the postage, can you please clarify what was exactly paid for. I do believe Ebuyer gave a time scale for the delivery. It was stated that i would receive my order by the 13th at latest. I received my order on the 19th due to combined errors by Ebuyer and City Link. The notes on the account should hold evidence of the mistakes made by your customer service team. Though offering me a token was a sign of goodwill on behalf of Ebuyer, I am sure you can understand that the token does not cover the cost of my numerous calls to Ebuyer along with the inconvenience caused. I would also remind you that I have yet to receive my mouse and that you did not raise this issue in yr email. I hope to hear from you soon. Regards, My Name. Penny 20/10/2006 21:54 Dear My Name Thank you for your contact with our Customer Support Team. As I explained in my last enote - unfortunately I cannot refund your postage as the postage you paid for was for weight not for your order to be delivered on a specific day. On a standard order we do not guarantee the delivery date. My colleagues gave you the information they had at the time you rang them. Your mouse is being delivered by Royal Mail. The contract with Royal Mail does not allow us to investigate a missing item until 15 days from the dispatch date. If you have nor received by then please do not hesitate to get in touch with us and we will investigate this for you. I apologise that at this moment in time I can help you no further. Kind Regards Penny Ebuyer Customer Support Team My Name 20/10/2006 22:21 Dear Penny You mentioned that Ebuyer does not guarantee a delivery date on standard orders. Would you therefor say that the date stated, i.e by latest 13th of October is not exactly correct? Your colleagues maintained that my item would be delivered on Tuesday after they were informed of the situation. They promptly put me on hold and called City Link. They proceeded to do the same on Tuesday when, again, i did not receive my items. They then informed me that the delivery would come on Wednesday. From the information gathered, City Link did not have any orders from Ebuyer to deliver the item, except on my last call on Wednesday. They then scheduled the delivery for Thursday. In regards to my mouse, I was not informed of this arrangement when I called Ebuyer CS. I was made to believe that the order would come from City Link along with my keyboard. The website would lead me to believe the same thing as it shows a signed proof of receipt. Thank you for your help. Regards, My Name Penny 20/10/2006 22:34 Dear My Name Thank you for your contact with our Customer Support Team. We do endeavor to deliver by the date we state on a standard order but we do not guarantee it. My colleagues will have given you the information they were given at the time. They would not have deliberately misinformed you. I can assure you that your mouse is being delivered by Royal Mail. I do not know what you mean by a signed proof of receipt? Kind Regards Penny Ebuyer Customer Support Team