Ebuyer Nightmare

Epiphone

Hi,

Long story short, e-note was ignored for just over a week. I amended it adding that if I don't hear from them withing two days I would pass the matter to my card issuer.

Got a reply the same day promising a refund. That was Friday so it should get refunded soon.

Maybe worth a try for those stuck in "e-note hell".

g002ahe

> 2 weeks now waiting for a reply to a e-ticket - I will try your advice

RedOnRed

raeble wrote:

Some people have had to resort to reporting them to trading standards and taking them to the small claims court to get their money back. It seems to be a case of buyer beware with them.

Funny you should say that. On the forgetting and then refusing to refund my return postage front, I sent them an e-note straight back saying that if they're not going to issue me a refund then to give me the details of their legal department so I can take them to a small claims court. Guess what? An immediate refund given?

Some progress is now being made with the above and also they've now issued me an RMA number after 10 days. Unfortunateley, my request for a refund seems to have changed yet again on their system to a replacement. So i'm now waiting yet again for another response to an enote before I send it back. This has been going on since December.

shrek101

I reported this company to TS IN Jan 2005 because they don't respond to enotes and its virtually impossible to get in touch with them.

Thankfully I got my money back and I wouldn't go near them with a bargepole.

It just aint worth the aggravation.

trace-j

To be honest most of Ebuyer's problems are down to their [email="cr@p"]!!!!!![/email] couriers. See:
Moan 1
Moan 2

username

Touch wood I've never had to return anything to them.

Their prices are good but their customer services obviously leave alot to be desired. I read a post on another forum I visit regularly about Ebuyer and how to get in contact with a person.

Taken from DS

I used to defend Ebuyer, because I had never had a problem, but my god, when I finally had to return something I could not believe how bad their customer service was.

They have removed their public phone number to stop people calling them. They have removed a fax number to stop people faxing them. They reject all emails. They insist you use Enotes, which they seem to delete at will, or place as “in progress” for over two weeks per note. They throw back standard responses, dragging the return out to months.

I have now solved my problems with my return, by playing them at their own game.

If you want to take them to task, here’s some help.

There non public office number is 0870 4675030. This will get you through to an answer system. While the voice is talking, press 4, then hash, to bypass the system. This will take you to another message system, which asks you to spell the name of who you want.

Press anything e.g. 115, then hash and it will fail to find the name you asked for, but it defaults to the nearest name. You are now in the system and you can toggle through their directory of names using the 1 or 3 buttons.

If you want the directors, then listen out for Paul Cusack (MD), Steve Kaye, and Mike Naylor (Ebuyer customer services director).

You can phone the accounts department direct on 0870 4675012 and always get a real person. Equally you can fax accounts on 0870 4675001.

If your goods are faulty, not fit for purpose or within your 7 day (distance selling) right to return, send them a fax, stating your refund request in writing. This is legally binding, and in adherence to their Terms and Conditions (7.2), and therefore your contract.

Tell them you are serving notice on the contract, and as per the terms, you expect a full refund within 28 days from the date of order. It is up to them if they want to pick the goods up or not, either way, they must refund in the allotted timescale. If they fail to pick up the goods, you can legally keep them (on top of the refund) after 6 weeks.

Follow the fax up with an enote, confirming the same, asking them to make contact within 48 hours if they did not receive the fax or wish to make alteration you your contract. Copy yourself on the enote and store it away electronically.

As soon as I did this, they refunded me immediately.

beachbeth

Well done, username! This is handy information to have and Im sure it will help some of Ebuyers disgruntled customers!

RedOnRed

It's high time they appeared on Watchdog. There must be more then enough disgruntled customers.

It's just taken me 2 months to a return an item which they kept on messing up with replacements instead of refunds. Each time having to wait at least 7 days for an e-note reponse. Hopefully they'll sort out the refund now. They should've received the item yesterday.

catch22

They are unreal..

Was informed earlier that my delivery will not be arriving today(was sent last week according to a e-mail i received last Thursday)
One hour ago sent another e-mail stating one of my items is out of stock(there were a 1000 of them when I ordered)

Terrible,good prices are only good if you receive the products..Will not shop with them again..

RedOnRed

They've now received my item back as an RMA. I just have to wait and sweat for up to 5 days until they get round to testing it and deciding whether to give me a refund.

This company is certainly no substitute for buying from a shop. The luxury of walking into a shop and either buying or returning something instantly and in comfort is most appealing after dealing with this lot...even if it does cost 50% more!