The Good Guys eBay Store Refused to Refund Cancelled Order

harry2015 on 13/01/2023 - 16:21
Last edited 13/01/2023 - 16:31 by 2 other users

Hello Everyone,

I bought an LG C2 OLED 42” TV from TGG store. While ordering, instead of selecting click & collect, by mistake I chose delivery option which had $35 delivery charges. I cancelled order immediately & ordered again choosing C&C option.

After two days I got message from eBay that order (which I cancelled) is ready to be shipped by seller. I contacted eBay chat support & explained the matter. They said it’s not in their hands & seller (TGG) might have missed message to cancel order.

Then I contacted TGG chat support & they said order is ready to be shipped & couldn’t be cancelled, and I can either reject delivery or return the TV but in both cases delivery charges will be deducted. I argued that I cancelled on time and that lapse is on eBay or TGG’s behalf, and I should be refunded in full.

Next day TV was delivered, and I was not at home & my family didn’t know about the issue. I raised a dispute with PayPal that I have been forced to buy an item which I had cancelled. PayPal was provided tracking number by TGG & dispute was rejected.

What other options do I have? Like reaching out to Fair Trading or ACCC etc?

TIA

Electrical & Electronics LG TV

Related Stores

The Good Guys
The Good Guys

Comments

  • jv on 13/01/2023 - 16:23
    +96

    What other options do I have?

    chill.

    • Baysew on 13/01/2023 - 16:34
      +37

      …and watch something on your new TV.

      • jv on 13/01/2023 - 16:35
        +11

        @harry2015
        Meghan Markle in Suits?

        • vinnychase on 13/01/2023 - 16:55

          Gabriel Macht 🤩🤩

        • harshbdmmaster718 on 13/01/2023 - 17:41
          +9

          What was it that Jeremy Clarkson of Top gear said about her?

          Something along the lines of. "I dream of the day Meghan is forced to walk the streets naked as the british public throw lumps of excrement at her."

          Not trying to make any point but I laughed when I read about that lol.

      • JimB on 13/01/2023 - 16:35
        +7

        ….TVs

        • jv on 13/01/2023 - 16:56
          +1

          3D

    • Kangal on 14/01/2023 - 00:08

      and Netflix.

    • prodrome on 17/01/2023 - 18:43

      chilli is nice too

  • jv on 13/01/2023 - 16:24
    +59

    Like reaching out to Fair Trading or ACCC etc?

    They aren't going to do anything for your mistake.
    The store did nothing wrong.

    • JimB on 13/01/2023 - 16:32
      +19

      It's Friday and I'm chill.

      Seldom we agree jv but you're 100% right.

  • Hybroid on 13/01/2023 - 16:26
    +33

    Your error. No store is obliged to honour a cancellation request.

    It can be quite complicated logistically for them to do so regardless how quick you requested cancellation.

    Also it sounds like you ordered on eBay, in which case sales are final unless seller accepts cancellation/refund.

    • Almost Banned on 13/01/2023 - 17:37
      +60

      Hum…
      Funny isn't it how stores can cancel orders at any time for any reason, but buyers can't do the same?
      One would think there was a fundamental imbalance in the relationship that is being taken advantage of unconscionably.
      I don't know what the cancellation policies of these platforms and sellers are, but I would suggest that it would be unreasonable for any seller to refuse to accept a cancellation request that is sent immediately after sale and any term which allows them to do so would be fundamentally unfair.
      Further, if they received such a cancellation request and they were entitled not to accept it, they then had a duty to mitigate their loss by not just proceeding to process and ship the order.
      But both would depend on their actual receipt of the cancellation.

      • cloudy on 14/01/2023 - 14:33
        +15

        Funny isn't it how stores can cancel orders at any time for any reason, but buyers can't do the same?
        One would think there was a fundamental imbalance in the relationship that is being taken advantage of unconscionably

        Most understated comment

        Not sure how many times I’ve had an order cancelled after I’ve bought eBay gift cards just for the item, and left with no item and gift cards. Yet, buyer has no flexibility.

        • Realdee on 15/01/2023 - 16:40

          Wow, I'm shocked ebay didn't reissue gift cards or at least credit??

          • DrScavenger on 16/01/2023 - 19:32

            @Realdee: If it's gift card you get it back. If it's eBay promotion it's up to ebay

      • JimmyF on 15/01/2023 - 14:15
        -3

        Funny isn't it how stores can cancel orders at any time for any reason, but buyers can't do the same?

        Because cancelling AFTER purchasing is equal to doing a 'change of mind' return and as per the ACCC that is totally up to the store.

        • Almost Banned on 15/01/2023 - 19:38
          -1

          But cancelling by the store after the purchase is complete and they have taken the money is equal to breach of contract - but they rely on people not pursuing it.

          • Typical16-bitEnjoyer on 17/01/2023 - 11:45
            +1

            @Almost Banned: Customer suffers no damages, therefore what is there to pursue?

            • Almost Banned on 17/01/2023 - 11:46
              -1

              @Typical16-bitEnjoyer: The customer HAS suffered loss - they are now without the product that they paid for and are left to buy it elsewhere at an increased price.
              That difference in price is the value of their LOSS.

              • Typical16-bitEnjoyer on 17/01/2023 - 20:28
                +1

                @Almost Banned: If they are refunded they have incurred no damages. They are in the same position they started from.

                • Almost Banned on 17/01/2023 - 21:02

                  @Typical16-bitEnjoyer: No - in line with authority you can obtain reliance losses, or expectation losses.
                  If you contract to buy a brand new vehicle for $20,000 and the dealer does not deliver, he cannot simply give you back your deposit and say 'see you later'.
                  You are entitled to demand satisfaction of the contract, or obtain damages sufficient to place you into the same position you would have been in had the contract been performed - ie with the equivalent vehicle minus the remaining contractual sum.
                  If the same vehicle can now only be purchased for $30,000 - you have 'lost' $10,000.
                  Alternatively, if you spend $40,000 to gear up for a contract and the counter-party backs out on you - but you would only have made $20,000 profit, you might elect to get the $40,000 back instead.
                  The damage in the current matter is that they do not have the item they contracted for and now have to spend more to obtain it. That difference is loss.
                  This really isn't a difficult concept.

                  • Typical16-bitEnjoyer on 18/01/2023 - 10:09
                    +2

                    @Almost Banned:

                    he cannot simply give you back your deposit and say 'see you later'.

                    lmao, yes they can. It's literally in every new car contract.

                    And it is contained in both ebay and The Good Guy' T&Cs, ie. if OP was in your imaginary hypothetical.

                    The damage in the current matter is that they do not have the item they contracted for

                    Yes they do.

                    That difference is loss.

                    No it isn't. Did you forget they "contracted" twice.

                    Please don't rely on Google for legal advice.

                    • Almost Banned on 18/01/2023 - 12:17
                      -3

                      @Typical16-bitEnjoyer: You and the guy below perfectly illustrate the futility in arguing with idiots.
                      Fine - if you want to believe that a counter-party can back out of a contract and give you back your deposit, leaving you to pay substantially more for the contracted for item, without any penalty - good luck to you. I hope it never happens to you.
                      Fortunately every court in the country disagrees with you.

                      • Typical16-bitEnjoyer on 18/01/2023 - 12:34
                        +1

                        @Almost Banned: Big call. Back it up.

                        Link any red dot or HCA involving a claim for reliance losses and involving a vendor cancelled consumer TV or private vehicle.

                        We'll wait.

                        • Almost Banned on 18/01/2023 - 13:24
                          -2

                          @Typical16-bitEnjoyer: Not my job to teach you first year contract law - but if you are actually interested you should read Amman Aviation.

                          • Typical16-bitEnjoyer on 18/01/2023 - 13:54
                            +1

                            @Almost Banned: lmfao

                            A 40 year old damages precedent regarding a
                            commercial (your hypothetical is a private purchase of a car or TV)
                            public tender contract (common law repudiation)
                            involving loss of profits (both TGG and all new car vendors contract out)
                            has absolutely zilch to do with this topic, try again.

                            Good luck with your first year contract law class. Sounds like you'll fail but.

                  • [Deactivated] on 18/01/2023 - 12:02
                    +3

                    @Almost Banned: This is unmitigated bullshit, because every bill of car sale on the planet is for a specific vehicle. Not a contract to supply "x" model/brand vehicle.

        • Harold Halfprice on 15/01/2023 - 23:17
          +2

          They still wanted the item, just not delivered.

          • JimmyF on 16/01/2023 - 10:01
            +2

            @Harold Halfprice:

            They still wanted the item, just not delivered.

            Doesn't matter, the same ACCC rules apply. The OP completed the purchase, then had a 'change of mind' as they didn't want it delivered but instead wanted to pick it up.

            So OP ordered ANOTHER TV for pickup and now surprised they can't do a Change of Mind return and get the delivery fee refunded. As I said in another post, all this stress over $35 delivery fee for the OP mistake. OP should just eat the $35 delivery fee and call it a day. They did order the wrong thing after all.

            • TilacVIP on 17/01/2023 - 22:36
              +1

              @JimmyF: Have to agree. Amazing the amount of **ckery people will put up for $35, and most likely will fail to get a positive outcome.

    • Vater Woods on 14/01/2023 - 11:56
      +5

      Error which he corrected in timely manner?

      The reason they can be so rude and reluctant is because they got the money first.

      Try force selling to a customer in a physical store, which side do you think Law will be with.

      • zonra on 14/01/2023 - 12:04
        +4

        You know that unless store policy allows it, you’re not entitled to change-of-mind refund even 2 minutes after you paid for an item in a physical store right?
        Own up some responsibility and hope for some goodwill gesture rather than blame everyone else for your own inability to buy the correct item.

          • zonra on 14/01/2023 - 12:58
            +5

            @Vater Woods: Where does it say on eBay policy that you can cancel any order after placing?
            And OP has not confirmed how they “canceled” the order.
            Sending an email/message to seller asking to cancel is not cancelling an order. Requesting a refund is not the same as getting a refund.
            Or did you miss that intentionally?

            • Vater Woods on 14/01/2023 - 13:06
              +2

              @zonra: https://www.ebay.com.au/help/policies/member-behavior-polici…

              Try to blame to Ebay all you want, Ebay clearly encouraged sellers cancel order before item has been sent.

              • zonra on 14/01/2023 - 13:15

                @Vater Woods: Where in my posts did I blame eBay? I blamed the OP entirely for their own stuff-up and inability to own up for their mistake. Or did you miss that intentionally?
                Also encouragement is not the same as enforcement. Or did you also miss that intentionally?

                • Vater Woods on 14/01/2023 - 13:24
                  +3

                  @zonra: OP sent cancellation request before the item has been sent, like Ebay laid out.

                  In this instance, it was and clearly is seller's lazyness on checking messages or make few clicks on computer to process cancellation, thus force selling to OP.

                  Like I said previously, try the same tactic in a physical store and face to face sale, and the result will be totally opposite.

                  The convenience of online sale doesn't mean every body should give up their consumer right.

                  • StalkingIbis on 15/01/2023 - 08:17

                    @Vater Woods: If i'm driving to the post office and the buyer cancels. Who wins?

                    If good guys tries to have a quick delivery system and picks the order immediately so it arrives at your house quickly, who wins?

                    • Vater Woods on 15/01/2023 - 11:48
                      +2

                      @StalkingIbis: Your first question is invalid, cause TGG need to pick the item from warehouse, bring it to desk, print label sent pick up/delivery request to Post Office, post people allocate time for bulk pick up, then came physically.
                      All these takes time.

                      You can live in your all perfect, omnipotent world, where everything is perfect, everything is done instantly.

                      Sadly, I do not live in that world.
                      The world I live in have many many imperfections, and not many things can be done instantly.

                      • StalkingIbis on 17/01/2023 - 07:54

                        @Vater Woods: And at what point in the process, after the order has been printed, or put in the pickers troller, or the bucket with all the delivereis for the day has been sent off should they have to stuff around to fix your mistake?

                        • Vater Woods on 17/01/2023 - 10:05
                          -1

                          @StalkingIbis: Amy time before Postie showed up, as per Ebay Cancellation Policy.

                          If you don't want to pay for physical store, rent, insurance, more staffs, and all related expenses. And want the convenience of Ebay store, then follow EBay's policy.

                    • zonra on 15/01/2023 - 12:23
                      +1

                      @StalkingIbis: Don’t be silly you goose, the buyer always wins.
                      Because it can never be their fault, it’d have to be the fault of the seller, the post, the government, the bank, immigrants, foreigners, ATO, the buyer’s kids and pets (“My dog clicked the Pay button!”) before we can even consider faulting the buyer for buying the wrong bloody thing.
                      Sometimes you simply can’t win.

                      • Jackson on 15/01/2023 - 14:51
                        +1

                        @zonra: It's disingenuous to say the buyer is the only one that wins. You didn't say this exactly, but it felt like you were suggesting the business doesn't. . The good guys don't have to pay for a store, or staff, or the commissions on eBay product. The end user is even paying the shipping, and now it seems the end user is copping all the risk for just wanting to change his shipping method outside of business hours and following the only process he could think of or was on offer. . But unfair if you ask me.

    • ForbiddenCouponJutsu on 30/01/2023 - 12:32

      I feel like at the very least, after this occurred OP should have called/contacted a store rep or service representative to confirm in writing that their order was cancelled or sort the issue out with them.

      That at least gives OP evidence of what transpired which would be useful in their current predicament.

  • Muzeeb on 13/01/2023 - 16:29
    +11

    harry2015

    Sounds like you're going spare

  • JimB on 13/01/2023 - 16:34
    +13

    How did you cancel it and did you get it in writing?

    $35 isn't too bad in the overall scheme of things. It's not like TGG are profiting from it.

    • MorriJ on 14/01/2023 - 13:39

      Agreed. Though it's $35 plus return postage right? If he walks into a store with the TV and hands it over, no guarantee he will get a refund.
      Still OPs issue at the end of the day.

  • spal on 13/01/2023 - 16:39
    +14

    I think apart from the issue of $35 delivery fees, OP will end up with a second TV from the subsequent order. Which is now the bigger issue.

    • holdenmg on 13/01/2023 - 16:47
      +6

      So many repeats on TV now the TV's are multiplying.

    • Jimothy Wongingtons on 13/01/2023 - 16:50
      +6

      follow up - GG charging a restocking fee and freight to send back 2nd tv - will ACCC help?

      • JimB on 13/01/2023 - 16:58

        No restocking fee.. just the delivery charges

      • outlander on 15/01/2023 - 12:33
        +6

        More like op tries to return TV to store, no one there can do anything, they say call the phoneline. He does, only to find there's no options to speak to anyone, and the general line is 1 1/2 hr wait of super annoying music intercut with regular bullshit so that you can't just put it in the background and do other stuff while you wait, and then when you do speak to someone they can't do anything then but will refer you to the proper department, so he hangs up, only to get an email 5 minutes later that says 'Customers can get a refund by taking the item into a store. This matter is now closed'

        Actually on second thought that's kind of a long title for a post.

    • cheesecactus on 14/01/2023 - 11:43
      +2

      The second one is Click and collect, i imagine he can cancel that one no worries (unless he has picked it up already)

  • sam91 on 13/01/2023 - 16:41

    Shit happens. Sell the 2nd TV on FB marketplace or to a family or friend.

    • FireRunner on 13/01/2023 - 17:02
      +6

      Sounds like he can return for a refund but has to pay postage (both ways).
      Still less hassle and less money lost than trying to onsell

    • uNoWhO on 14/01/2023 - 23:52
      +3

      If the other one he ordered is C&C just cancel that one and don't go to pick it up

  • PissLUR on 13/01/2023 - 16:44
    +11

    efficient. next day delivery.

  • FocusRider on 13/01/2023 - 16:47
    +4

    Stop whinging and enjoy your new TV

    • jv on 13/01/2023 - 17:43
      +25

      enjoy your new TVs

      FTFY

  • Ocker on 13/01/2023 - 16:57
    +19

    Why is it that these issues are always somebody else's fault?

    • deniall83 on 16/01/2023 - 15:24
      +4

      Because people in this country are incredibly entitled and no one wants to take any responsibility for their actions. I've worked in retail selling all sorts of items and people are incredibly unreasonable and demand the world even when it's their fault.

  • bobbified on 13/01/2023 - 17:00
    +2

    Are you the one that confirmed the order for delivery? I'm going to be blunt and say that you need to take responsibility for your own actions.

    Then I contacted TGG chat support & they said order is ready to be shipped & couldn’t be cancelled

    At that point, you should've organised for someone to accept delivery of the TV that you ordered for delivery.

  • onceupon8 on 13/01/2023 - 17:02
    +9

    By "I cancelled order immediately & ordered again choosing C&C option." do you really mean that you "messaged them to request cancellation"?

    Some sellers may check messages often and be able to action cancellation requests. Other's can't.

    As "Hybroid" mentioned, eBay sales are final unless seller accepts cancellation/refund. Before ordering on eBay you should understand the terms of sale.

    If you want to increase the chance of an eBay seller being able to cancel an order, you should also call them.

    • Whisper Quiet on 19/01/2023 - 09:25

      Yep theres like 3 screens telling you this is a final transaction. Cancelling is highly unlikely no matter who you're buying from. Find it hard to believe that he cant go into the store explain his situation and not get refunded for one of the TVs

  • mapax on 13/01/2023 - 17:08
    +3

    Had you already collected the click and collect option when the other TV was being delivered?

  • randomusername2017 on 13/01/2023 - 17:13
    +6

    Congratulations on your new 84" 3D stereo TV 🎉🎊

  • SBOB on 13/01/2023 - 17:16
    +2

    It's a change of mind returns (due to your error during ordering), so they are within their rights to not accept a return.

    So perhaps instead of complaining your post could be a positive one, indicating that good guys happily accept a change of mind return and offered a full refund.

    • jv on 13/01/2023 - 17:44
      +4

      True.

      The title appears to be false & misleading…

  • Iwantthebestprice on 13/01/2023 - 17:43
    +33

    Just don’t pick up the click and collect order, they will refund you after X days of not being picked up. And keep the delivered one and suck up the $35 mistake as a life lesson, never click to quickly!!

  • Krondorf on 13/01/2023 - 18:21

    Where are you and how much was it?
    Slim chance you're close i might buy it off you

  • Nutrino on 13/01/2023 - 18:27
    +7

    Raise a go fund me for $35.

  • brendanm on 13/01/2023 - 18:27

    What other options do I have?

    Sell it on gumtree/Facebook.

    Take it to your local store and tell them you don't want it anymore.

    Call someone on an actual telephone rather than using live chat?

  • John Kimble on 13/01/2023 - 19:10
    +1

    I'll take it off your hands for $50!

    • Nugs on 13/01/2023 - 20:10
      +4

      $51+$35 delivery fee
      .

  • JimmyF on 13/01/2023 - 20:16
    +14

    What other options do I have?

    All this stress over a $35 delivery fee.

    Return the TV as they agreed you can do, eat the $35 delivery fee for your 'mistake'. I mean you haven't opened it yet right?

    I cancelled order immediately & ordered again choosing C&C option.

    Well no you didn't. You requested to cancel the order. Cancellation isn't a 1 side arrangement, the buyer requests to cancel, it is then up to the seller to agree to the cancellation.

    Basically you agreed to buy the item, paid for the item. Putting a cancel request in, is equal to do a 'change of mind' return after buying an item, walking out the store and then back in again.

  • jimbobaus on 13/01/2023 - 21:14
    +6

    People seem to forget when you request to cancel an order on eBay its up to the seller whether they agree to cancel.
    Its not a certainly and in most cases if you do nothave a valid reason then the seller has grounds to refuse and eBay will back them in doing so.
    Change of mind is not an option on eBay and you agree to that when you click buy now

    TGG were within their rights to refuse to cancel
    you should of just waitied for the tv to be shipped or for them to agree to the cancelation

  • jason101 on 13/01/2023 - 23:04
    +1

    When you cancel via the correct process in eBay the seller is restrained from seeing any of your details making it physically impossible to process your order. I suspect either you cancelled after the vendor had processed the order or you sent a myebay message to the seller asking to cancel not using the correct process (many clients do this to me) but by the time the message was received the order had already been processed. Sending an email or message to the seller with the word cancel in it, is not a cancellation in the eBay ecosystem.

    • AwesomeAndrew on 14/01/2023 - 06:21

      I don't believe this, I cancelled within 5 minutes of ordering and my order was still processed and shipped out (but I got my money back). Order was also placed late at night meaning there is a very low chance seller would be processing orders at that time. Sellers should still have access to the order details after the order is cancelled.

      • Not SkyNet on 14/01/2023 - 08:15
        +7

        Actually, this is more reason for it to have been processed since it was late at night, as the ordering and processing section will most likely be automated so you bought it and paid and so it printed out a picking slip for the warehouse guys first thing on morning (Spoiler warehouse guys usually get in earlier then office staff).

        You then cancelled which would have sent an email to office staff to request a cancel request BUT as office worker not there late at night next morning warehouse guy come in grabs the picking slip and it ready to ship (or sometimes already out for delivery) before office worker even sees your request.

    • wackedupwacko on 14/01/2023 - 12:29
      +2

      Most stores that are a bit beyond mum and dad size are using API and integrated access to eBay and do not generally do the processing on eBay itself. It would almost certainly have been imported into TGGs own backend platform automatically and the only way to stop it in time is whoever is tasked with cleaning up eBay stuff specifically catching the request in time and putting then actioning it on their own platform too.

  • Some Human on 14/01/2023 - 01:32
    +1

    Take it as a $35 lesson on how ebay works.

  • CodeXD on 14/01/2023 - 01:48
    +1

    While ordering, instead of selecting click & collect, by mistake I chose delivery option which had $35 delivery charges.

    How can you blame TGG when you admit to making a mistake? What is the actual status of the order on ebay? If it doesn't say cancelled, then it is not cancelled.

    Ebay orders are automated, but cancellation requires human interaction, just because you tried to cancel the order when you noticed the mistake doesn't mean the order is cancelled.

  • leeweesquee on 14/01/2023 - 06:02
    +1

    $35 bet i say you would've transported it flat and you wouldve blame someone else.

  • AwesomeAndrew on 14/01/2023 - 06:16

    I had the opposite experience, I cancelled an eBay order recently because I forgot to apply a coupon code. Cancellation was requested within 5 minutes of placing the order using the cancel button in the order history. I ordered items from 3 different sellers in the same transaction, and 2 shipments were successfully cancelled, but a few days later a tracking number was provided for the third shipment, and a few days after that it was delivered. However, all of my money has been refunded to my credit card. eBay also sent 3 emails (one per seller) saying that the order was "cancelled successfully" (This was after the tracking was provided). Seller who sent the item hasn't asked for it back yet, maybe because the value of the item was $30.

    You should still have a good chance of getting your money back. If you've received the order cancel success email, you will be getting a full refund, otherwise you'll have to sort it out with The Good Guys.

  • 2esc on 14/01/2023 - 09:15
    +11

    Why would you order another one without first confirming the first order had been cancelled by them?

  • solidussnake on 14/01/2023 - 10:33
    +1

    All that over $35 guess your time isn't important…

    Like reaching out to Fair Trading or ACCC etc?

    Why you paid for a service got a tracking number and the product…

    GG Ebay would have 1000's of orders to process just move on buddy…

  • zonra on 14/01/2023 - 12:10
    +6

    Ah, the ol’ post ‘n run.

    Some key points:
    All this headache over an extra $35 on a relatively big purchase (real extra cost would be much less due to time and fuel saved with the delivery option).
    OP’s reluctance to confirm how they “cancelled” the order leads me to believe they sent an eBay message asking to cancel, which they’d be lucky if the store checks it in 2 weeks time. “BuT i Use CAPS in the eMaiL. I diD my PArt!!!!” Sighs.

  • RolandWaites on 14/01/2023 - 12:25
    +3

    Suck it up. You paid $35 you didn't want to, but hey your tv arrived at your house saving you the hassle of picking it up. Live, love and learn.

    • Oz em on 16/01/2023 - 01:47

      I think he now has 2 TVs.

    • Whisper Quiet on 19/01/2023 - 08:51

      I assume he has 2 TVs now but he doesnt say. Comedy of errors from OP. Seems like he changed his mind a few times rather than making a mistake for delivery and trying to cancel. Unless its Amazon cancelling is never automatic so im amazed he ordered it again. Either way he can easily return one to any GG store and get a refund. Just has to suck up the $35 for delivery for his own mistake that hes trying to blame on everyone else. Stupid post with only one answer. OP seems entitled

  • [Deactivated] on 14/01/2023 - 12:31
    +3

    Yeah, unfortunately there will always be losses in life.

    $35 isn't too bad, infact it's a cheap lesson.

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