Ebuyers beware!

[p4ul]

I just received my 8800GT from scan, and they gave me a perfect and fast service with NO problems at all, something that cannot be said for ebuyer this week..

I always used ebuyer for years, and found them to be really good in the past, but after this mess ive had with them this week its going to be ALONG time before i ever shop with them again.. and i just thought i would share my experience on here so that other people can beware!!

So first of all i orderd an 8800GT from ebuyer.. there were 4 left in stock as i made the order. I then get all the usual automated emails telling me that payment is taken etc.. Anyway the next couple of days i got an email telling me that the item was out of stock and was showing up as being discontinued, i had 48 hrs to select and alternate item or my order would be cancelled.. so using the wonderful (not) enote system i decided to contact them to resolve the issue. Thats where it all went wrong:

Paul
22/11/2007 14:45 When i orderd there were 4 left but now im being told they are out of stock
and my order will be cancelled within 48 hours. If this item will not be back in stock, then would it be possible to change to either 134966 or 134944 (both are out of stock right now, but not discontinued as of yet)

Sarah
22/11/2007 15:57 Dear Paul,

Thank you for your contact with our Customer Support Team.
Unfortunately I am unable to pre order the out of stock items for you .
I am extremely sorry for any inconvenience caused.

Kind Regards
Sarah
Ebuyer Customer Support Team

Paul
22/11/2007 17:11 Ok could you please cancel this order,
thankyou.

Sarah
22/11/2007 17:29 Dear Paul,

Thank you for your response.
I have cancelled this order.

** so at this point i decided to order one fom scan instead, as they had an 8800GT in stock, and ebuyer had confirmed with me that my order WAS indeed cancelled. **

BUT THE NEXT DAY....

Paul
23/11/2007 15:03 The order is still showing up as being open and also i had an email on
20.11.07 saying that payment has been taken, so can you make sure its been refunded and cancelled, thanks.

Sarah
27/11/2007 09:00 Dear Paul,

Thank you for your response.
This order has been cancelled and the credit takes 3/4 working days to show
on your card.

Paul
27/11/2007 09:27 Well today, the order status has changed from "order placed" to "payment
taken" and is now showing "pick in progress"

It doesnt show as being cancelled on my order screen.

Sarah
27/11/2007 09:47 Dear Paul,

Thank you for your response.
The system may be a little slow updating but this has definitely
cancelled.If your check the status later today it should have changed.

** ok so i wait until later on that night...... then after receiving another email i felt the need to write yet another enote.... **

Paul
27/11/2007 21:11 Order:****, Status: Invoiced, Consignment Number: ****

(copied from the email)
Tue 27th November 2007 08:30pm Ebuyer (UK)

Dear Paul,

The following items have been dispatched for delivery and should be with
you shortly.

1 x Point Of View 8800GT 512MB GDDR3 256bit Dual DVI PCI-E Graphics Card

So i wont receive this tomorrow because its cancelled? I just dont want to
be charged for something that i was assured would be cancelled days ago.
--------------

ARRRRGH Just why wont they listen, there was clearly something wrong with their system, but even in the "My Ledger" in the ebuyer account page showed they had just taken the money and sent the order anyway.. So now they have got my money and today im going to receive something that i asked to have cancelled, and was assured WAS cancelled, before i went and bought one from scan instead (who gave me a much better service too, i might add)

Honestly im not going to trust ebuyer with anything again.. scan get all my money from now on!

[moogle]

maybe you'll get it free
most likely not though. let us know if it does arrive. you can just tell ebuyer you don't want it. they pick up their items for free anyway. so it's not really a big hassle if you let them know right away.

[p4ul]

Well, I have just received my "definetly cancelled" order...

Now im worried if i try sending it back, as they think the order was cancelled, i might end up not getting my money back!

EDIT:

Dear Paul,

Thank you for your response.
I am extremely sorry for this Paul the order should never have been sent and I don't know how this has happened and my team leader and I are investigating this.
If possible could I arrange collection of the goods and get this refunded for you asap. Could you let me know what day would be suitable to collect.
Again my sincere apologies for this.

[moogle]

Well, I have just received my "definetly cancelled" order...

Now im worried if i try sending it back, as they think the order was cancelled, i might end up not getting my money back!

well keep checking if you recieved your credit back, if you have and they don't do anything about it, its a free card! and it's their fault for sending it and telling you its been refunded and cancelled.

[Rishi]

Have you ordered another one then from Scan?

Otherwise your getting what you wanted / paid for. So its not all that bad.

[p4ul]

Im not sure, but i think this shows ive been charged for it



I hope ive not been charged twice for it!

[moogle]

see!
told you they would collect. thats one good point about them. they always collect for free!
even on refunds within 7 days.

i think the -166 is a refund of the money. not 100% sure though. best check the cc bill or bill when it comes or check online

[p4ul]

Have you ordered another one then from Scan?

Otherwise your getting what you wanted / paid for. So its not all that bad.

Yes! I orderd one from scan as soon as i was told it was cancelled at ebuyer.. so now i have 2 of them. (no i dont want to use sli! lol )

[this_is_gav]

Hehe. To be fair they're dealing with it, and it does sound like their support system is good (if a little flawed). I know some etailers that would just not bother responding after a cockup like this.

You won't end up out of pocket and you won't need to call a courier. It's a bit of an inconvenience, but the most important thing is that they're sorting it (from a customers point of view). Cockup this time, but the way you've been dealt with since would be a reason to shop with them in the future, in my opinion

[chadders]

Silly question, but why didn't you just refuse to accept delivery (presume it was signed for).

[this_is_gav]

At least if he accepted delivery he has control of the situation. If payment wasn't returned (though I fully expect it will be given that ebuyer are a reputable company) he has a card he can stick on Ebay, and probably make a profit from, as stocks still aren't wonderful, though they are coming up a lot better now.

[p4ul]

Ive been given an RMA and collection will be tomorrow. I will probably have to wait until they recieve it on friday before they even begin to process my refund.

The annoying thing is that i kept telling them the order wasnt showing up as "cancelled" on their system but they just wouldnt listen. Even when it was "pick in progress" i kept telling them..

I guess i will buy my stuff from elsewhere in the future, as I just dont trust their system anymore, not after this.

[Bhazza]

To be honest this doesn't sound that bad to me. Obviously it's not ideal, but mistakes do sometimes happen and it seems they're doing everything they can to rectify it. If you've "used ebuyer for years, and found them to be really good in the past" I don't think this is enough reason to stop using them.

Just my opinion though.

[Teh_Evil_Cupcak]

Yeah, before you stop buying from ebuyer forever, at least give them a chance. Everyone makes mistakes, it's just the retailers that make mistakes often who won't help that you've got to watch out for.

[d19z]

I have had problems with ebuyer with regards to thier stock amounts, this has happened countless times, where they have low stock products, you puirchase, when the item is in stock and then you wait endlessley to hear about a confirmation of your order and then they say the item has either been discontinued or out of stock, and you have to go through the whole process again, they should have real time stock, if not on all of the items then on the most popular ones, esp when a much hyped product is launched...

[jarvo]

Just to give a balanced view, i ordered a Zotac 8800GT from Ebuyer last sunday, there were 9 available for preorder, i opted for 5 day free delivery so i wasnt expecting delivered by friday at the earlist.
However monday night i received a note saying the my 8800gt had shipped
it arrived tuesday morning and cost me £161.

couldnt be more pleased with the service.

However i have placed 5 orders with Scan over the last 12 months and with the first 4 i had too numerous problems to list, i must have spoken to the CS department more times than my GF dring a 2 week period last xmas
However with my 5 order everything went perfectly, ordered friday and it arrived tuesday

basically you can order 100 times and have no issues or order 10 times and have an issue everytime.