Take care when using Ebuyer.com

vinylmusic

I thought I was on top of things when it comes to buying online.
Now I'm really cheesed off with Ebuyer. I ordered a computer mainboard a week ago expecting it to arrive today, I'd even stayed in for delivery, only to find it had never been sent.

They could have told me from the beginning that they'd cancelled it because they'd got my details wrong and I could have re-ordered it.
Now I go to order it again and the price has increased

I did manage to get free next day delivery as compensation but I'm still £5 worse off and a whole morning wasted chasing it
They'll have to have some great unmissable offers to get me using them again.

I couldn't believe how powerless customer services could be
All I wanted was what I'd originally ordered at the original price I'd agreed to pay

I've never had a conversation where the word "unfortunately" cropped up so many times. It was the first word to almost every answer to my questions or suggestions

I think Ebuyer have a lot to lean about good customer relations if they want to keep up a good reputation.

JasX

I've used them many times in the past and not had an issue, is this a one off blip or a recent trend?

jbainbridge

I ordered from them a couple of days ago. Kept getting update emails, then tracked the parcel on the Yodel website. Very pleased.

SpanishBlue

I've used them several times as well - never had a problem with them. Always been very happy with their service.

Inner_Zone

Ebuyer are fine generally but:

1.They use Yodel, who can't seem to find my home address but work address is OK.
2. If you need to return something they can be a PITA.

vinylmusic

Judging by comments It seems on the most part they are ok but they are useless in sorting things out that are beyond the run of the mill glitches.

I feel they handled my problem very poorly

If you pay for something and receive a confirmation email you expect that all is well and you can get on with other things,

You'd expect some kind of notification if something was amiss
I patiently waited 5 days only to find it had all gone wrong
I really needed it for this weekend

I had to rant and rave to get anywhere to be sure of getting it at least by Monday without paying the £8.40 postage for next working day.
Even then I'd paid more than what was originally advertized

In my case I feel I was treated very badly

Mr_Toad

I too have used them without issue.

However, I always bear in mind that when shopping around there's a reason why some places are cheaper than others.

To keep costs down they have to save money somewhere and that saving is all too often in customer service. For most people it's fine as the transaction goes smoothly but for the small percentage of people who have problems the shortfall in service can be very annoying.

It's easy to forget that the test of good customer service only happens when things go wrong.

Messa

I have spent many many thousands with ebuyer over a lot of years and they are superb, had a couple of glitches which were sorted smoothly enough.
You were just unlucky, don't be put off.

jaydeeuk1

I used to spend £5k a month there when I used to build pcs on the side when they massively cocked up an order and took me threats of legal action and several weeks to get them to square me up. I spent well over £50k in a year there so naively thought they'd treat me better. Promised myself that would be the last time I'd use them

A month or so ago I bought a motherboard that was on offer that was doa (fitted it 6 days after eventual delivery), despite the idiot on the phone who thought he knew better and said it wasn't. Arranged a collection from my office which never appeared, then had to spend a few weeks recovering from an operation part at hospital part at home during which ebuyer had cancelled my RMA, as email went to my work email I didn't discover until the other day.

The thoughtful tw*ts won't now reopen the RMA or respond to emails.

There's a reason why everyone raves about amazon and avoids the likes of ebuyer, pixmania, scan, pc world etc, and it took me a motherboard purchase to remember it.

Robisere

http://www.cclonline.com

- Best I have ever used, and I was a System Builder too. I had my problems with E buyer, which only began within the last 18 months or so. It is Yodel I believe, if I order a small package by Royal Mail there is no problem, but large stuff by Yodel can go wrong, they are rubbish. Last week a neighbour who is very ill and 'out of it' - obviously so to anyone - was asked by a Yodel driver, to sign for a parcel which was for another house 3 streets away. When his wife returned, she came across to me in a panic. The parcel had no address or name and had obviously been damaged, opened and gaffer-taped with odd bits of cardboard. I found the address inside and took it around to the real addressee, who is taking action against Yodel for a replacement. This is not the first time that this has happened around here, all other delivery companies get it right.

Any problems with E Buyer always result in a Customer service battle for me. I have had just two problems with cclonline and they were very quickly solved.

maas

To be fair I've used Ebuyer about 10 times and 9 times I received the order the next day, no problem. But the one occasion when I ordered a HDD which was DOA, to haveit returned and replaced was a nightmare.

I had to send a request through their online system which took almost 2 weeks just for a reply with an RMA number to return it. The after sales number had a "you are in a queue" message constantly. Couldnt even get through so had to wait.

I did get it sorted in the end but it took almost 3 weeks which is infuriating when its something you need.

I'd still use/recommend them but their customer service is not up to the same standard as you expect from other online retailers which is why they are cheaper than most. Just a large warehouse with minimal overhead.