DSE, STARTRACK and PAYPAL deadly Trio

LQNathanus on 01/04/2014 - 19:16

I thought I will pay using Paypal more for the convenience than the extra protection, for an online Dick Smith Purchase. The item was the 2TB diskdrive from February specials.

After waiting more than enough time for it be delivered I rang the online sales number, they could not tell me, as it was not correctly being reported from the delivery company Star Track. They would get back to me, a few days later I call back explain it all over again, confused operator, will look into it and call me back. A few more days, no contact so I call again, explain it all again, told this time it is shown as delivered.

I follow this up with an email stating that it had not been delivered, I receive a response which shows a delivery signature, not the correct name.

I know for certain that no one was home at the unit at the time when the delivery was supposedly made. The delivery company Star Track made no contact with me, and could not have found anyone at home at the unit.

So I call back, again going through the full story, again promises to investigate and call me back. Ten or so calls and never once a response from Dick Smith Online. I finally make it Paypal issue, and finally after no communication with Dick Smith, time to have Paypal deal with it is running out. I make calls to DSE online to inform them that I have to resolve it or pass it to Paypal. The operator consults her manager and tells me to go ahead and let Paypal deal with it.

So I make my case to Paypal, their response, it was delivered so I am out of pocket.

So after hundreds of online purchases, most using Paypal I now find the Paypal protection slightly hollow.

A warning for all, Paypal and Dick Smith had no interest in correcting a problem with their delivery agent, and me out of pocket $139, should have walked in to the store and paid $10 more.

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Comments

  • PissLUR on 01/04/2014 - 19:29
    +2

    i think you should chase Star Track, not Dick Smith. Do you have the consignment number of the package?
    Request for proof of delivery from them.

    • scotty on 01/04/2014 - 21:05
      +2

      Courier company would usually want you to go back to talk to the merchant. After all you are not the one sending the item — Dick Smith is.

      I had a parcel delivered to the wrong address last December (DealsDirect via Couriers Please), and Courier Please would not talk to me. DealsDirect on the other hand sent me a replacement straight away after verified that the signature is not mine. It is then up to the merchant and the courier to figure out how to claim back the wrongly delivered item.

      • watty on 01/04/2014 - 21:24

        Same thing happened to me! Couriers Please sent my goods (from DealsDirect) to the wrong address. I contacted them within 2 weeks and they said it was delivered and signed for. After an hour of convincing them it wasn't me, they offered me a refund as they had no stock left :(

  • kwaker on 01/04/2014 - 19:45

    Do a credit charge back or report it to financial industry ombudsman

  • derpdeder on 01/04/2014 - 19:52

    Yep, I reckon you needed to go to the source of the problem and that was Startrack. If the proof of delivery does not have your name and signature on it then it is Startrack's issue.

  • mini2 on 01/04/2014 - 19:58
    +3

    Do a chargeback, all they need to confirm is Star Track's signature is NOT yours.

  • QNathanus on 01/04/2014 - 21:10

    Thanks will do the chargeback in the morning.

    • regenade on 02/04/2014 - 08:56

      Please note that if you had raised a Paypal dispute and Paypal put it in DSE's favour. Then doing a chargeback will put the account in "Limited/Restricted" state or they might even cancel/block the account permanently in extreme cases. So make sure you dont need this Paypal account anymore :P

      I would call Paypal on their helpline with the POD and fax to them as well before filing a chargeback.

      • mini2 on 02/04/2014 - 13:40

        They generally allow a couple of chargebacks before the account becomes limited/restricted.

        Even if it becomes restricted/limited, no biggie, call your bank up requesting a new card with a new number and register another account with PayPal.

  • CheapCoffee on 02/04/2014 - 00:28

    I had similar experience with DSE online before twice (+ many other people from Ozbargain). Highly recommend everyone to avoid it if possible.

  • cdaddy on 02/04/2014 - 07:12

    Yep. Similar happened to me. Took ages to get fixed

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