I've had an account with Ebuyer for over 10 years. A few weeks ago I bought the highest-spec laptop on the market from them for £3000. When the parcel arrived, it was empty - the laptop peripherals (charger etc) were still inside. But no laptop! On closer inspection, the parcel and the product box had clearly been opened and resealed. Lots of clear plastic non-branded sellotape. So obviously it had been stolen! I called Ebuyer immediately. The lady was helpful and pleasant and said she'd refund me straight away, asked me for pictures which I took and sent immediately. Next day - no refund. Called and spoke to someone else who told me they can't refund me, because they have to wait for Yodel (the courier) to reply. But she made it sound like no big deal, just a formality. A week later, still no refund. Terrible communication - always me chasing. I asked five times (by email and phone) for the case to be escalated so I could speak to someone in management and each request was ignored or not acknowledged. Eventually they asked for pictures - which they'd already had on the very first day. It was a total shambles. Eventually I got an email saying (this is an exact quote): "We have also interviewed the currier who have delivered your parcel, the checks confirm the parcel was delivered correctly. The item sent from our warehouse have been sent correctly as the weight is correct to the item we were going to send as said on the below email. Unfortunately, we are unable to process a refund or send another item to you." Imagine the situation. You order a top-spec laptop from a reputable online retailer. When the parcel is delivered, there's nothing inside. You contact them and they keep your money and give you the run-around for nearly two weeks. Then they finally come back to you and say "it was delivered fine" while you're LOOKING AT THE EMPTY BOX NEXT TO YOU. I had to contact the courier myself, obtain CCTV footage from my building, make a Subject Access Request to Ebuyer to get everything on my file so I could submit to Trading Standards, contact the ombudsman etc etc. Eventually I got Yodel to confirm to me in writing that the package wasn't delivered properly - and then finally Ebuyer relented and agreed to refund me, nearly three weeks later. This was the single worst experience I've ever had with a retailer. I get that it's a rotten situation for everyone; stealing from the mail like that is a real low way to make a living. It's probably not Ebuyer's fault that the laptop was stolen (although who knows, it could just as easily have been stolen in the Ebuyer warehouse before being passed to the courier for all I know). But the customer service from Ebuyer was so bad, and they were so incredibly unhelpful to me as the innocent customer. It felt like their aim was to prove me a liar and offload the problem onto me instead of actually investigate what happened to the package. Their response to emails and phonecalls was intentionally obstructive; I'd write them an email with a series of points and questions and they'd cherry pick one to respond to, and purposefully ignore everything else I was asking - I guess because I was asking reasonable questions that were uncomfortable to answer and didn't fit with their agenda of making this my problem. So overall; the single worst experience I've ever had, anywhere. I probably wouldn't recommend :>
11 months ago
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