Current Events > Can I rant about my online shopping experience

(+) Yeah! (+)

No particular point to this topic other than to express how annoyed I am now

Was sitting there in the pub last monday and thought fuck it, I really need a new phone now (I had been pondering this for a while). Went to the online shop of a particular gadget shop, attempted to buy a s21 Ultra. At the last point of transaction, i received a "item out of stock" message. No worries, I looked for a slightly different colour and got to the last page again and got another "item out of stock" message. I gave up at that point.

Next day, a package arrived. It's an s21 Ultra. I check my emails, no confirmation of order, no dispatch, nothing. The next day, another package arrived. Same thing - no confirmation at all. I check my bank account. Two transactions went through successfully on my credit card.

Ok, shit happens. I check the companies return policy. The normal process is to go to your online account and use your order number to process a return. Since I have neither an account (checked out as a guest) nor an order number (because they never sent one), I email returns@ with all the details and then call them to check if I'm doing the right thing. "oh i'm so sorry sir, yes you're doing the right thing. We'll send you a returns form asap to process this". Ok.

Next day, no email. Next day, no email. I email again. This time I CC the sales department in. I call again and the guy actually seems annoyed this time. "We'll make sure that gets to you today". it's after close of business time now and no email, no form, nothing.

So basically, I have two phones, I've been charged twice, and the company that did this are making it really super fucking difficult to process this return, even though they answer the phone every time I call.

We're now at about 10 days after the initial transaction and they have a 14 day- no hassle returns policy, apparently. What happens if this gets to 3 weeks, will they tell me that I was too late to process a return?

Before you state the obvious - the seller is very well reviewed and I've used them before. But I guess I've somehow slipped through the cracks and because it's christmas no one wants to actually engage their brain and be helpful. argh.

You know what is super nice right before christmas? Having $1400 on your credit card before you've done any christmas shopping.

pinky0926 posted...

will they tell me that I was too late to process a return?

yes they will. it's a technique that's called "running out the clock" we're fucked.

That's bonkers.

kingdrake2 posted...

yes they will. it's a technique that's called "running out the clock" we're fucked.

Exactly. This is their plan.

Bandit_Keith posted...

Exactly. This is their plan.

I honestly don't think that's what's happening here. Before I purchase anything online I look up the reviews of the company on different websites like google, trustpilot, etc.

They have a pretty stellar track record.

This seems more like...I didn't follow the exact normal procedure and the don't have a flag in their database that tells them what to do. The next time I call I'm not gonna let him pull the "ok we'll make sure that happens" bullshit jsut to get me off the phone.

Time to go above the seller and talk to ebay/amazon. If you bought it somewhere else well you're fucked

pinky0926 posted...

I honestly don't think that's what's happening here. Before I purchase anything online I look up the reviews of the company on different websites like google, trustpilot, etc.

They have a pretty stellar track record.

This seems more like...I didn't follow the exact normal procedure and the don't have a flag in their database that tells them what to do. The next time I call I'm not gonna let him pull the "ok we'll make sure that happens" bullshit jsut to get me off the phone.

But that's exactly what I mean. They plan to run out the clock because they don't know how to proceed and hope you will eventually just say "fuck it."

Bandit_Keith posted...

But that's exactly what I mean. They plan to run out the clock because they don't know how to proceed and hope you will eventually just say "fuck it."

There is no chance I am going to say fuck it, lmao

It really shouldn't be hard for them. Send me return form, I return phone, return money. Why are they making it so fucking hard...

Bought a christmas present thing from a 3rd-party seller, shipping is suddenly "may arrive in january?".
Bought the same thing again "shipped by amazon" - it shows up two days later.

May not bother with returning the one that shows up next month. Should have paid more attention to the listing.

Would your credit card company be able to help at all?

Maybe their system is fucked and they don't actually have the order logged on their end either so even with an return form, it's difficult for them to process it without the order being in the database.

If it continues for another week or something and you've gone above what you needed to do. Do a chargeback. Just keep record of all your communications.

Fuck em, just go to your bank and do a chargeback. They're stalling, they don't have any orders or invoices so its a waste of time dealing with them.

call your credit card co. and report it as a mistaken charge - they'll see the same item bought twice in a short time span - clearly the second purchase was unintended. credit card co/banks are used to stuff like this happening. hopefully, you'll get an immediate credit on your card while you sort things out with the seller.

Chargeback idea is good tbh, didn't consider doing that anyway regardless of the return. Should I tell them the duplicate item arrived?

pinky0926 posted...

Chargeback idea is good tbh, didn't consider doing that anyway regardless of the return.

Chargebacks are good as long as you plan on never doing business with them again. Since you have a phone from them you should probably use that as a last resort though

Yeah chargeback should be last resort. You usually have 90 days to do it. I know it sucks, but you should probably see where communication with the merchant goes first because a double refund would be another mess to deal with.

save all the communication btw. document every call if you can but also save copies of every sent and received email

pinky0926 posted...

Chargeback idea is good tbh, didn't consider doing that anyway regardless of the return. Should I tell them the duplicate item arrived?

i don't think you need to tell the bank the item arrived. just get your credit first, then work with the seller to return the second phone.