I really needed a computer this weekend.. not because of my World of Warcraft stats but because there’s actually quite a lot to do. I looked at PC World as I really didn’t want to wait the few days for shipping (especially this being a bank holiday).. then I remembered that eBuyer do a next day urgent delivery (the last time I order from this, I got my TV delivered to the wrong house!)So I found a computer that suited my purposes, its quite beefy.. its not the cheapest machine I could find but I’d ordered from ebuyer before and I really needed to get some work done this weekend.
So I payed the extra for Saturday delivery and well… here I am, the website says that delivery can be anytime from 9am to 8pm that’s an 11 hour window and so on this fantastic Saturday, I’ve been stuck inside all day.. now that would be fine (because its my choice) but the fact that the delivery isn’t here and its well 19:33.
I’m not happy..
We went to Tesco last night and actually saw a decent machine for a relative price…if the package doesn’t come tonight (I’m going to give them till 8 o clock) then I will be cancelling the order with eBuyer and off to tesco tonight…
I know its not eBuyers fault directly since the “goods were loaded onto a van” at 4am this morning.. but they could give a little more tracking information (who doesn’t have a GPS now!).
I know this post won’t make eBuyer change delivery companies or citylink buck up there service, but if one person complains… two people complain… ten people complain… and so on…. it starts to make a difference
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Oh dear, City Link probs again, my commiserations as I know only too well of their shortcomings re initial delivery and lack of sensible collection points (40 mile round trip from here). Other companies offer real parcel tracking and maybe the more complaints made the better. Why don’t eBuyer also offer alternative delivery company, if it costs a bit more then I’m sure people would pay for ‘proper’ service.
Argh Ebuyer to the result
Good Evening,
I’m disappointed to hear of your negative experience, we pride ourselves high levels of service, which through City Link’s delivery failure, has let you and us down – this is not acceptable.
I would very much like to get some details on your order to investigate personally – every customer is important and one voice can make a difference. Please contact me @ ebuyer so I can look into this further.
Kind Regards,
Dave Wood
Commercial Director, Ebuyer
Hi Dave, Thanks a lot for your comment (and the fact that its out of office hours) I`ll be happy to send over the details shortly.
Thanks
Reputation Management in action! This is awesome to see chaps
Well, it was my birthday coming up on the 8th. The day before (7th) Ebuyer sent me an email saying in recognition of such “A free shipping voucher *has* been added to your account – use within a week”.
Great, I thought, I’ll get an external hard drive – like you do. I started the purchase process and, somewhat alarmed at no free shipping appearing, I rang the helpline. I was assured that once I had completed the credit card transaction the appropriate discount would be applied to my account. Well I did and needless to say it wasn’t.
I enquired further via the e-note system and have been told that even though they said *has*, they meant *will* and that the order I made wasn’t able to be free shipping. I wrote back mentioning trading standards etc, they wrote back saying they’d get back to me.
In the meantime the item was dispatched – to arrive on the 8th. 6.00pm came and went – I rang the helpline – the courrier couldn’t find your address (I’ve had deliveries fro Fed Ex, DHL, Parcel Force et al with no problems previously). Question: why did he not phone then? However I was told they would ring within an hour – they didn’t.
So, here I am having paid the full price for next day delivery despite having been promised free delivery. And the joke is completely on me – full price and still haven’t received the item. What a bunch of ****!
I was tempted by eBuyer because they are a few quid cheaper. I’ll be back to Misco for anything else I want.
Hi Julian,
Firstly can I apologies for this, what should have been a nice gesture has back fired on multiple counts.
I’ve looked at your order and this will get resolved next week. You should not have been charged for the delivery and our internal system had a delay in adding the free shipping voucher to your account. There is a root cause to this problem (system timing between email and overnight voucher being allocated) which will be fixed.
Your delivery problem will be looked at by the customer service team on Monday, further communication to come
Please give us another chance to prove our service can match our pricing policy – the best. Thousands of customer order each day and receive their items as promised.
Kind Regards,
Dave Wood
Commercial Director, Ebuyer
It’s 12.30 on Tuesday and UPS have just delivered it. After *I* telephoned to check, a customer service operative verbally promised me a refund on the next day delivery charge yesterday. I have yet to see any reflection of that on my account or via email.
No further communication has been received from Mr Wood or his team regarding this matter.
I guess the issue (except for the 9.99 refund) is closed. I leave it to others to judge whether eBuyer delivered good service.
@Julian Stokes
You have to at least give credit where it’s due for the fast (and *out of hours*) response to your comment. Most companies wouldn’t put half as much effort in to finding these issues as eBuyer do.
We’ve all been annoyed by missed deliveries but ultimately these things happen occasionally and the response to yours (given my experience of them from other companies) has been pretty good.
@stuart – very defensive of eBuyer – some relationship there?
I’m not going to turn this into a flame but “response” is not what we want. We want action. That response did not lead to action. The facts are:
1. I was promised free delivery – I got charged £9.99
2. Delivery was promised for Friday – it was actually Tuesday
3. I was promised at various times: call backs, a delivery refund, further communication from the “customer service team – none of which have yet been forthcoming.
The only reason eBuyer pays attention to this sort of thing is its prominence in Google search results. However, they talk the talk. Walking the walk is another matter.
Hi Stuart,
I try to walk the walk, dealing direct with your blog post at 8pm at night I would suggest goes above and behond any other on-line retailer.
Your service failure is currently being investigated, once I am confident we have the facts I will be back in touch. I promised to pass this over on Monday, today is Tuesday so I am happy I am fulfilling my commitment.
Kind Regards,
Dave
@Julian Stokes
“@stuart – very defensive of eBuyer – some relationship there?”
I’d hardly call it very defensive, it was quite an objective comment. I’ve just always had a good buying experience with them so I felt compelled to present the other side – I bought and build all the components for my last PC from there about 4-6 months ago and plenty of other stuff prior to that with no problems.
It’s very easy to criticise even when companies are making an effort to resolve these issues – I used to run two ecommerce businesses and I’ve been on both sides of the fence.
I suggest we all take a step back and hold off a bit.
Julian I think you have every right to be miffed, you have your product and refund (which usually takes a couple of days to appear in the account), Dave is looking into it and will get back to you (I had a similar issue and we have spoken and solved it).
I was going to leave this thread open for other people to comment on but if its going to turn ugly I will close it.
Carry on..
Thus spake Zarathustra!
@Julian Stokes (and big D)
I had no intention of getting stand offish – just putting it about so apologies if it appeared to be getting a bit heated – I wasn’t building up to Queensbury Rules by the croquet lawn yet!
@everybody – In the interests of fairness and to lay this issue to rest I would like to put on record that I have received my goods and my account has been credited with the £9.99 next day delivery fee. My issues with eBuyer are at an end.
@Dominic – thanks for this blog.
@Dave Wood – your initial attention was very prompt. You are to be commended for being out there. Maybe personal contact via email as a follow up would have been a good idea so some of this thread need not have been conducted in such a public arena
I’ve have nothing but problems since UPS has been delivering. Ive had City Link delivering goods for many years without problems. Last week they delivered the items to an address 1 mile down the road, on Friday an item didnt turn up I spoke to David at UPS and was told there was a problem but he couldnt tell me the problem was and they werent in the area until Monday. I told them it wasn’t good enough and they then said they would deliver the item on Sat, I wasnt in and asked them if they could deliver to another addy they said yes but again it didnt show up.. I have another order that is comming on Monday, I am now fed and wont be using ebuyer again as long as UPS and not City Link are bringing the parcels, I will be cancelling both orders in the morning.. I have lost customers due to delivery not arriving again, and Im not prepared to use this company, have been using since 2003 but no more…
Hey
glad to see it’s not just me.
Placed a large order for many computer components on monday last week on 3-5 working day delivery – received everything but my cheap server.
many phone calls and 2 lost packages by citylink later, they said I would have to wait 2 days day, then I ring and im told another day, try that 5 times, eventually Im told I have to wait for another week before citylink could confirm it was their fault for not delivering something to me in the first place.
I had to get really arsey on the phone with the young lady and I know it’s not their fault but they had had my money for a fortnight almost. Eventually they shipped me one out next day delivery, so im sitting at home on a glorious day waiting during the 11hr gap for my bloody server.
citylink are awful. ebuyer prices are great dont get me wrong, and the people on the other end do what they can, but it’s the people who they sub let the working of their other warehouses to and ruddy city link who let them down.
Im dissappointed at how rude I had to be to get some element of service
Ebuyer – change to someone who delivers and tells you where the ruddy parcel is. change your customer service number to 0800 and give your guys on the phone more power over the likes of bell micro who operate one of the other warehouses
This is a big problem for a lot of businesses (RE: the carrier comments above). I used to run two ecommerce websites and there were always a number of times we would arrange delivery only to be let down by the carrier.
It’s extremely frustrating from a business manager/owner point of view becuase you are the one who ultimately has to take responsibility for it, but equally the carrier service seems to vary radically from area to area.
The worst we ever used were D2H (NightFreight) who consistently missed dates, didn’t leave cards, couldn’t confirm details… Pretty shocking considering the amount of businesswe did with them.
I think all these comments comments point to one shining conclusion: Let’s untite people and start our own freight company!
.-= stuartpturner´s last blog ..Ten Golden Rules of Linkbait =-.
I have always enjoyed a decent service from eBuyer themselves, but their choice of delivery firm is a different matter. I have had many problems with CityLink and I am waiting for a UPS delivery at the moment. How the hell do I track a parcel. eBuyer gives me no reference like the one that the UPS site demands. Any clues?
Bernie
I used to use eBuyer for all my computing needs. However, I was always dogged with missed deliveries by Citilink. On most occasions they’d actually attempt delivery at another address!
Over the years I have complained time and again about their terrible delivery service, but the problems persisted. Eventually, I just gave up on them and I started sourcing locally @ CCL Computers. No more problems.
eBuyer need to ditch them if they want to keep their customers happy, especially as other retailers offer HW at similar prices.
I am in the same boat. I ordered a motherboard yesterday and paid an extra tenner to have it today. Its now 19:58 and it has not turned up! I checked my order status and it hasn’t even left their warehouse! I think i wont be using ebuyer again and i have ordered a fair bit from them in the past. I’ll be buying from amazon or scan in future.