Ebuyer

[vbnmu]

I shall be doing that. thks for your help....
People are looking for a fight today i c!
Got a letter from my ex-a**hole employee regarding overpaid salary. Their solicitor wants me to pay back the moeny within 7 days. Grrrrr....
wanna kik their cocky a**

[vbnmu]

I meant employer, not employee! sorry

---------- Post added at 20:30 ---------- Previous post was at 20:28 ----------

Got an answer from Ebuyer:

Dear ***,

We have replied to your eNote, number ***, as follows :

Dear ***

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
***
Ebuyer Customer Support Team

[Chimaera]

Get on to Trading Standards! They can advise you of your rights in this situation.
Good luck!

[vbnmu]

Cheers...
shall be doing that on monday.
am on their case. as long as i don't have to ring and can do the correspondence through email, i won't let go.
Calling them will outweigh the compensation.

[nffc]

Originally Posted by Chimaera

Get on to Trading Standards! They can advise you of your rights in this situation.
Good luck!

Yeah, i would too.

You select the delivery date in ebuyer's pages and pay an appropriate rate. You pay more the sooner you need it delivered. If say you pay £5 for next day, but it comes two days late, and the appropriate fee is £1 (costs are just examples) for that day, then you should only pay £1 because that is the service you have received. In my opinion, that is the least Ebuyer should do; work out the rate for the delivery that you actually received, and refund the difference.

They are entirely correct, it does cost them money to send the package and it is costed out by weight, but the inconvenience you have had in receiving only part of your order, late, is not your fault and something they, as the supplier, have to deal with - the fact they have the dispatch system where they keep it in the warehouse for a certain length of time (they have one deal with city link, the dispatches are just prioritised), and use a totally lame courier, is their problem not yours - and let's face it, you're nothing to the courier, their contract is with Ebuyer not you. Still doesn't make it better though.

I do think a lot of it is related to how you behave with them though. I have had experience of Ebuyer's returns, and managed to achieve what i wanted relatively quickly - in fact, looking back i think they refunded my postage twice. Not complaining... Having worked in customer services / support and having to deal with demanding / abusive customers (to be honest, i actually liked it!) I do understand there is a right way to get your problem sorted out - it may sound daft, but have faith in everyone's ability to resolve it. Be pleasant to them, if you've had a **** time from the company, and you're really nice to the person you deal with, then it makes them feel sorry for you and want to help you, if you go in with both feet and start wailing then it's going to make them want to get you off the line and get nothing done.

Be interesting to hear what TS have to say, but to be fair, I'd get in touch with Ebuyer again. You could enote, after all that's going to be FoC to you, rather than the 0845 they use, but it is much easier to get a result from someone over the phone. Enote them back along these lines:


***


Dear ***

I do fully understand the logistics of order fulfillment and appreciate the costs involved in sending the items to me. However, I would like you to appreciate the inconvenience this has caused me whilst waiting for my order to be delivered - to this date I have still not received all the items I ordered from you.

To help you appreciate the difficulty this has caused me I am including a breakdown of the events so far:
On xxx I ordered from yourself a xxx and as I needed this item urgently I paid for shipping by xxx at a cost of £x.xx.
On that date, Friday 13th, the parcel did not arrive. I was available all day because I had taken the day off work.
On xxx I contacted CityLink and was advised that delivery of the parcel had been refused because the recipient was not known at the address to which delivery had been attempted. I checked the order details on your website and the delivery address is correct.
<Document every contact with Ebuyer and CL in a similar fashion. If possible, include names of the people you spoke to!>
On xxx, a full x days after the delivery was meant to be, the item finally arrived. However, as xxx was missing from the order, it is and remains incomplete.

The hassle that this delay has caused, as well as the loss of an urgent component for a large period of time, has resulted in unreasonable stress and inconvenience to myself. <Document with specific examples>

As yourselves and City Link have reneged on the contract that was entered into when the order was accepted, and payment was taken, to deliver the items by xxx, then this situation is at best immoral, and at worst in breach of the Sale and Supply of Goods Act 2002 (as amended), and the Distance Selling Regulations, and is hence illegal. I have taken advice from my local Trading Standards Bureau, and they have advised me that I should at the very least be entitled to the difference between the cost of the service that I have paid for, and the cost of the service that I have received. As your choice of courier should not put me at an inconvenience if the courier has caused problems in delivery then they are likely to be in breach of their contract with yourselves and hence something worth investigating?

In realistic terms all I would like from Ebuyer is the refund of the difference in postage as well as the missing items from the order to be delivered promptly and with the minimum of hassle. As time is of the essence, I expect this issue to be resolved to my satisfaction within ten (10) working days of the sending of this letter. I have every faith in Ebuyer to resolve this for me, but should this not be the case I will be making a complaint to Trading Standards and pursuing the matter through the courts if necessary.

Yours faithfully
***

******

Try that. I know if i was reading that kind of letter I'd want to help... doesn't blame anyone, but is open and frank about a factual history of the problem, and what it is you want them to do to sort it. Dropping laws into them will put the frighteners on even if it's slightly exaggerated!

dont even argue with them, Go to trading standards Ebuyer are NOTED for their crappy customer service skills and constantly trying to put their policies over the legal rights of the customer.

I had one of their call centre ******s tell me to sue them in an email. Went to trading standards and suddenly I got a phone call from them apologising profusely and asking me to reconsider legal action.

[ebuyerdoom]

ebuyer website is down, have they finally gone bust?
hope not, i just ordered a hard drive of them yesterday.....

[vbnmu]

Originally Posted by nffc

Yeah, i would too.

You select the delivery date in ebuyer's pages and pay an appropriate rate. You pay more the sooner you need it delivered. If say you pay £5 for next day, but it comes two days late, and the appropriate fee is £1 (costs are just examples) for that day, then you should only pay £1 because that is the service you have received. In my opinion, that is the least Ebuyer should do; work out the rate for the delivery that you actually received, and refund the difference.

They are entirely correct, it does cost them money to send the package and it is costed out by weight, but the inconvenience you have had in receiving only part of your order, late, is not your fault and something they, as the supplier, have to deal with - the fact they have the dispatch system where they keep it in the warehouse for a certain length of time (they have one deal with city link, the dispatches are just prioritised), and use a totally lame courier, is their problem not yours - and let's face it, you're nothing to the courier, their contract is with Ebuyer not you. Still doesn't make it better though.....
etc.....

Cheers for that. In all honesty, i might have been rather hard on the phone. Am having a bad time myself, mainly personal problems. And i probably passed my frustration on them. But it didn't happen until i had to call them 3-4 times. (I must have called sth like 6-7 times)
I posted a copy of my 1st correspondence on the forum. Thats exactly what i said.
Ebuyer answered back last night. Somebody from CS was working till late...

---------- Post added at 09:53 ---------- Previous post was at 09:52 ----------

Originally Posted by ebuyerdoom

ebuyer website is down, have they finally gone bust?
hope not, i just ordered a hard drive of them yesterday.....

Ebuyer were doing changes to their website over the night. a note on the website informed customers of that.

---------- Post added at 09:57 ---------- Previous post was at 09:53 ----------

I will be posting the reply i got as soon as am able to access the website.
Thanks again guys.
I can tell u tho that they seem stuck on not givin me any sort of compensation. indirectly blaming it all on City Link.

[ebuyerdoom]

ebuyer back on-line, panic over?

the last few times i've bought from them, they've been pretty much rubbish, a couple of times too, so have city-link (more about them later!). i placed an order with them a couple of weeks ago, as i'm building a new p.c. all items were supposedly in stock, and scheduled for a priority delivery before the weekend, giving me time to build said p.c. payment taken, pick in progress e.t.c. next day they emailed saying one item not in stock, so i chose a replacement, shipping put back a day but still before the weekend, ok, cool, i can handle that, then the day before it ships i get another email,
"sorry one item"
(a different one)
"could not be picked, we have replaced it with another item"
yeh they'd replaced it with exactly the same item, only it was not included with the original order, and rescheduled on a standard delivery, days too late & they'd overcharged me by 2 quid. i promptly cancelled the order and wrote them an enote........as usual no-reply.
i phoned customer services yesterday & after a brief discussion with them they agreed to refund my card with the cost of a priority delivery. i'm waiting to see if this happens.
as for city-link, i've had a few problems with them in the past too, missed deliveries, saying they've been & no-one was in when i've been in waiting all day for them, van turning up with half the boxes on, driver blaming the guys at their depot for not loading them.
after trying to speak (& understand) a customer service rep of theirs at the local depot, who sounded like a cross between vicki pollard and a catherine tate sketch! i phoned the city-link head office to complain. since then, they've not been bad at all.
i hope ebuyer sort their act out as they used to offer a really good service, they have a wide range of stuff, are usually cheaper than the competition and have loads of delivery options. but untill they do this is the last time i'll be using them.

[vbnmu]

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

threaten them with legal action, but print off all correspondence before you do.

Go to trading standards, show them the website, explain what it says and sit back and watch the fireworks. Tradiong standards once told me they were "sick to death of ebuyer".

It appears they constantly break distance buying laws, and site their own T&C's as the reason why, they can claim what they want but they are NOT above consumer law, no matter what their T&C's state.

[AntiSilence]

The only problem I've had with eBuyer is a wrong item in an order.

But if people are having problems, TW2001 is right in saying that they too must adhere to the law, no matter what they say.

[nffc]

Funny that - when you're in your basket, the popup in the question mark next to Deliver by says:

Delivery Dates

All of our delivery dates are provided based upon our ability to ship the order to you on time. As indicated by the delivery method descriptions Priority Service Orders receive priority in our order of despatching your items, then Standard and then Super Saver.

You may see from time to time that Priority/Standard and Super Saver deliver by dates change, this change is driven by demand and the capacity of our despatch team. The date is only amended so that you can see when your order will be delivered to you by, if at the point of checkout you feel that the date given will not get the goods to you on time then you can decide at that point whether or not to proceed with checkout.

We feel that in the interests of Customer Service this is a better way of setting your expectation rather than letting you down on the actual delivery date.

Doesn't say anywhere it is not a guaranteed service!

Originally Posted by vbnmu

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?

Ha! Shot themselves in the foot on that one!!

So basically if you order somthing from them it could take months / years before delivery....thats what they appear to be saying...nice one eBuyer!

[vbnmu]

Thanks guys. you lot have been a major help. she was mailing till late yesterday and i got tired and left it to it.
I should resume my attempts tomorow. I will email them threatening to take further proceedings against them.
Should they remain stuck with their decision that i am nt eligible for any sort of compensation, i will go to Trading Stds.
Cheers lads