eBuyer (again!) Stay Clear.

DJ1UK

Hi All,

I ordered 3 items from eBuyer and the package arrived on its due date.

It only had 2 items in it, along with a wedge of foam. There was one item missing.

I have contacted ebuyer on this and their response is below'

Dear Sir / Madam,

Thank you for informing us of your missing item. When we are believed to have short shipped an item, we carry out a series of checks to make sure that the item has not been dispatched.

Our first check is to recreate the order in our warehouse, and match that weight against the weight of your order when it was shipped. We have carried out this check, and the weights show we have shipped the item. This means we have to further investigate the missing item, by checking the parcel with Citylink, our couriers, and possibly reporting to the relevant authorities should something seem suspect.

We have performed these checks and believe goods to have shipped on this occasion. However, if an incorect item/s have been delivered, please advise as this will account for the weight check and we can investigate further.

Thank you for your patience and co-operation in this matter.

Regards,

Ebuyer Customer Support

So I have paid for one item and it hasn't been delivered (technically theft of my money). The box the 2 items came in would not be big enough for the third item to fit in.

Where do I stand - I am going to phon them later. Can I report to trading standards? I paid on a visa debit card (I know I know!) and the item is needed for a christmas present.

Anyone any advice

Cheers

DJ

webmasterpolo

sounds like are tryging to scare you off with all the checks and relevant authorities s**t.

I would get onto them and give them hell until they sort it. If you run out of time buy it somewhere else and then try and claim any extra cost from Ebuyer.

In fact I would buy the item from somewhere else that has a good return policy and keep it sealed and keep the receipt so you can hold on as long as possible for ebuyer to do their bit and sort it out. If they don't you still have the gift ready for xmas and if they do you can just return the other one.

-Web

intel

Dont forget the above letter said "its our belief" so there is no factual evidence
I would get on to them and say you want factual proof these checks were carried out
and if you have no proof within 7 days you will inform the police HM Customs and the fraud squad along with trading standards and BBC watchdog.

rchddap1

Tell them that you received a wedge of foam instead of the third item that you ordered, and you want it delivered please. You could even offer them the opportunity to pop round and 'inspect the foam'.

And also make the threats above....not good enough customer service etc....

DJ1UK

Wow - thanks for the quick replies.

I had an email off them this morning - asking if the item has been delivered yet (doesn't fit with their story that it was sent out with the original package).

I have emailed them asking to send out the item ASAP and advising that the package included thick foam and asking them if the they want photos / measurements of the packaging as I have kept it.

Will see how I get on and if I don't get a satisfactory response - I'll pass on to 'The Relevant Authorities'

DJ

hitchins

Seems to be loads of problems with e-buyer, on another forum I visit there is a long rant thread about em, and one guy said his mate works for them and allegedly the sheffield side of it is closing, and says that all people are doing now is thieving left right and centre and couldnt give a monkeys about orders !!!

Poppy9

If appropriate ask them for the serial number of the item they posted to you. For stock take purposes they should record this.

Realist

Well if the goods are being removed from the boxes and replaced with foam, I would order goods one at a time so that they have there own packaging and get delivered on there own.

Cant argue the point of a weight issue then.

DJ1UK

Yes thats what I should have done.

I can only find the item either on ebuyer or scan. Scan will charge £7 delivery. I could place the order again on ebuyer - but think they might not refund me for the missing item.

I'll wait for their response.

Thanks all

DJ

rchddap1

I wouldn't buy it again. Pursue them first, then do Trading Standards...throughout which you should tell everyone how useless ebuyer are.....and hope it get sorted.

if you do end up buying it again....personally I wouldn't use ebuyer.

santana-mx3

Realist wrote:

Well if the goods are being removed from the boxes and replaced with foam, I would order goods one at a time so that they have there own packaging and get delivered on there own.

Cant argue the point of a weight issue then.

That would work well if there was no delivery charge but don't ebuyer usually charge for delivery? They have done when I have bought from them. Multiple orders with multiple delivery charges may make their prices a little less attractive.

How heavy was the missing item (roughly)? It might not have enough impact on the weight to tell the difference between whether it was in the package or not (if they are weighing to the nearest kilo or half kilo for the courier). How expensive was it?

If the box wasn't big enough to have the missing item, then your photos/dimensions should be useful but hopefully it will get sorted without too much messing about.