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

  • ProlapsedHeinous on 14/01/2023 - 13:15
    +1

    This is a lesson to be a bit more attentive next time you buy stuff online. It sucks but not the end of the world.

  • Miss B on 14/01/2023 - 13:19

    If you have received your order and you wish to return it, the item must be returned within 30 days after you have received it and the packaging must be unopened or in a sellable condition.

    From the 'Returns' link at the bottom of the listing. Of course they didn't refund you, you have the item. Show them the email confirming that the cancellation was successful in order to get them to refund the delivery fee as well.

  • wizzlesticks on 14/01/2023 - 13:51
    +7

    You can't 'cancel' the order without the eBay seller's approval. All you did was 'request' to cancel, but then duplicated the order without waiting for the seller to respond to your cancellation request.

  • NocteRegem on 14/01/2023 - 14:08
    +1

    Same thing has happened to me before but with Anaconda, I ended up just returning it to a physical store. I actually got refunded more than I paid though as the Invoice I got was more than I paid with an Ebay coupon.

    • [Deactivated] on 18/01/2023 - 12:03
      -1

      Congratulations on the fraud, a criminal offence.

  • FlyingMiffy on 14/01/2023 - 19:26

    Where are you going to put the second TV? At $35 premium you might need to upgarde the TV cabinet too!

  • spaceflight on 14/01/2023 - 20:00
    +2

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

    No you didn't.

    You requested the order to be cancelled.

    Only a seller can actually cancel an order.

    • Herbse on 18/01/2023 - 12:28

      So much this

  • PeterPonting on 14/01/2023 - 20:05

    is this a troll post?

    its $35 - for your mistake. what price do you put on your time?

  • Daddy Chill on 14/01/2023 - 20:12
    +2

    https://imgflip.com/i/77g6jz

  • GregRust on 14/01/2023 - 20:30

    Suck it up and sit on your butt whilst someone brings it to your house for you. Don't get so upset about $35.

  • Morphio25 on 14/01/2023 - 21:36
    +6

    You've spent $1500 or whatever it was on a TV and are complaining about a $35 delivery charge?

    #firstworldproblems

  • kiriakoz on 14/01/2023 - 23:43
    +4

    My advice would be to turn off your computer/tablet/phone, go outside and get a life. $35 fee where you at least got delivery as part of it isn't the end of the world. Take it as a $35 lesson to be more careful next time. Not even having a go, I've made similar mistakes before, life moves on.

  • tinalouise on 15/01/2023 - 06:53

    If you buy something from the GG's ebay store, can you return it to aGG's physical store for a refund?

  • 7ekn00 on 15/01/2023 - 11:33

    Live and learn, take your time buying expensive items and read through all the options …

  • PriceSensitive on 15/01/2023 - 12:54

    I got rung up by TGG that a handful of people who bought the 42” C2 received a 48” instead lol

    • WhyAmICommenting on 15/01/2023 - 15:30

      What, they asked you what they gave you? 🤣

      • PriceSensitive on 15/01/2023 - 15:38

        Yep, I bought the 42 and got the 42. Someone with the 48” must've had a warranty issue

        • WhyAmICommenting on 15/01/2023 - 15:48

          Ah fair, they would get caught then if it didn’t line up with the receipt. Could always play dumb and say you didn’t notice, and go straight to LG :P

  • Weezle on 15/01/2023 - 13:23

    Jeez there a lot of judgemental people on here.

    OP made a mistake and cancelled the order immediately. Everyone makes mistakes. OP did what a reasonable person would do in his situation.

    • Blitzfx on 15/01/2023 - 17:38

      Ozbargain people, like hybroid's comment, tend to follow the rules even if the rules are written to be anti-consumer.

      It wouldn't surprise me, given a different time and place, where the rules were anti-human rights and their world view aligned with the government, they would blindly follow it without much hesitation.

    • whatgift on 15/01/2023 - 18:25

      That's true, but in this case they have no reasonable recourse, are not significantly out of pocket (the TV was successfully delivered which has saved them time and effort), and trying to make a big deal with consumer agencies, which is a waste of their time. They have not lost anything in this situation, which is why people are giving them little sympathy.

  • Willy Beamish on 15/01/2023 - 15:04
    -5

    Depending on what you consider immediately, good guys should have been able to see that and cancel the order before they processed it completely.

    Wouldn't be the first company that doesn't manage their ebay sales enquiries in a timely manner.

      • Willy Beamish on 17/01/2023 - 17:01
        -2

        You clearly don't work in customer service, why are you speaking on it?

        Took them 2 days to process the order and notify of shipping, a company TGG size had plenty of time to cancel that order, I guarantee someone saw that cancellation but didn't act on it on purpose.

          • Willy Beamish on 18/01/2023 - 00:26
            -1

            @[Deactivated]: Never said they didn't but reading is hard for you, clearly.

            You people have a real hard time trying to understand that there isn't just one thing that can be true at a time. Did he order by mistake? Obviously. Did he cancel the order in a timely manner? From what he has told us, yes. What next, you're going to try argue that no cancellations on any orders ever in the history of ebay? Pfft, get off it kid.

            You are not as smart as you think you are.

  • thousandsuns on 15/01/2023 - 22:16
    +8

    Wait, did I just read that you blew a gasket over a $35 delivery fee, which you could have potentially avoided (even though the TV was successfully delivered)? You can't be serious 🤦‍♂️
    It's only $35. Just move on with your life. Find something more important to focus on.

    • Logical on 16/01/2023 - 00:19
      +1

      yep, had it been like $135 delivery charge then I could understand… but for $35, no brainer, let it be. OP would still spend around $10-$15 in car costs to go and pick up anyway, so we are probably talking about $20 here

  • Davo1111 on 15/01/2023 - 23:32

    Jesus. Move on

  • Oz em on 16/01/2023 - 01:44
    -1

    Tell them it’s doa and you need to return?

    • thousandsuns on 16/01/2023 - 20:27

      Lies will only get you into more trouble. If it isn't DOA when checked upon return, the buyer will have to repay shipping charges again. So dumb suggestion.

  • Knightelf on 16/01/2023 - 02:00

    Harry, congratulations, you now have a spare tv

  • bashar20 on 16/01/2023 - 09:34

    Not worth the drama for a $35 delivery fee.

    • Baysew on 17/01/2023 - 20:35

      But the comedy is priceless.

  • UltimateAI on 16/01/2023 - 09:34

    I have been on the receiving end of this, many sellers are not setup to timely process or cancel in-flight orders.
    You can ofcourse argue they should be, but I am not aware of anything that requires them to CANCEL (CHANGE OF MIND) an order mid-flight.
    With TGG it's likely, the instant your order was placed, their system submitted an ORDER with their supplier. (ie: Especially for TV and Electronic) items they only keep stock for a small range and volume). So talking to chat, means they likely tried to cancel the order in their system, but it had already gone out.

    Not the best customer experience, but title is misleading, it's really a change of mind return.

    • JimmyF on 16/01/2023 - 10:09

      You can ofcourse argue they should be, but I am not aware of anything that requires them to CANCEL (CHANGE OF MIND) an order mid-flight.

      You are correct, ACCC says Change of Mind returns/refunds are up to the seller. There is no legal requirement for a store to accept a return because you changed your mind. Yes lots of big stores do, but they don't have to by law.

      Not the best customer experience, but title is misleading, it's really a change of mind return.

      How so? OP ordered a TV for delivery, paid for a TV for delivery, and a TV was…… delivered. Sounds like a great customer experience to me. In fact the OP liked it so much, they ordered another TV for pickup, paid for it and that too was also picked up in a prompt manor.

      But I agree, the title is incorrect, TGG have agreed to refund the TV, just not the delivery fee. Which is very fair for the OP mistake.

  • UltimateAI on 16/01/2023 - 09:41

    I am in a somewhat similar issue with The Good Guys Now. That is back in late November I placed an Order for a Printer, they advised an ETA of Mid December.
    It's now Jan and the new ETA is next Month, so I requested a cancellation, claiming that's just too long to wait for an item that was not marked as out of stock.

    Having a photo printer before holidays, yeah I could justify the spend. One of those splurge purchases, I paid for it back in November so it won't break the budget, but really too expensive to justify after I started using Officeworks Photo Printing (not their instant print rubbish, but the collect in-store).

  • GOMOOTYPRO on 16/01/2023 - 10:38
    +1

    My favourite forum posts are the ones where it goes horribly wrong for the OP :D

  • cyrax83 on 16/01/2023 - 12:26

    It's $35 bruh. go enjoy your TV

    • Abbi on 16/01/2023 - 13:40

      I think you mean enjoy his TWO tv's.

  • Buckshot on 16/01/2023 - 12:30

    Take it on the chin and do something meaningful with the time you've saved, having it delivered instead of using click and collect.

    • Jackson on 21/01/2023 - 20:37

      He's getting a tv, not a pearl necklace

  • GoIdDigger on 16/01/2023 - 13:42

    I thought the plot twist would be owning 2x TV's. Anyway, to answer your question, call 000

  • LoserScott on 16/01/2023 - 14:00
    -6

    There's a simple lesson here:

    Do not buy TV's online, be it AliExpress, catch, kogan Regardless of click and collect,

    Since TV's tend to be one off purchases and most stores usually have great deals going on, and returning it back to the store, has better milage

    If you live rural then under those conditions your options are weighted.

    • UltimateAI on 16/01/2023 - 14:30

      No way, years back I had a great deal on a Sony via Good Guys and ebay. Good Guys had a big sale, and then stacked on an ebay % discount then the unexpected cash rewards. Saved a crap ton, delivery was great.

      • LoserScott on 16/01/2023 - 16:22

        Different times different lines.

    • Whisper Quiet on 19/01/2023 - 09:07

      So dont buy TVs online because OPs an idiot? Its like saying dont use a traffic crossing because one guy pressed the button to walk straight but then decided to use the other crossing without checking to go left at the last second and got hit.

      • LoserScott on 19/01/2023 - 19:21
        -1

        Common sense should apply here, but if your willing to carry the TV to the online store and pay the free under consumer law, your free to do so.

        Why why stop there just buy the TV from AliExpress logics out the door now.

        I recommend the xiomai oled 55 inch TV, with android built in, great affordable TV, go one buy it it's really affordable TV.

        • Whisper Quiet on 19/01/2023 - 19:34

          Makes no sense what you said. You do realise that they pick up the TV for you if theres anything wrong with it. If you buy a TV from international stores like aliexpress you shouldnt be using the internet anyway. Every major store has online capabilities. The stores you listed have hardly any sales for TVs compared to buying online for major retailers

  • ajr5k on 16/01/2023 - 14:54

    TGG is in the right. A change of mind is not a product fault or major failure.
    They would have paid to have the item delivered to you after you bought it, as evidenced by the TV being there.
    Why would delivery be refunded when they are offering you a change of mind return?

  • mrkorrupt on 16/01/2023 - 14:56
    +1

    next minute, OP complains that his TV broke is transit and should replace it.or finds out it doesnt fit in his car after playing tetris trying to fit it in and unboxing it

  • redslert on 16/01/2023 - 17:46
    -4

    I feel sorry for you. Most people who responded did not actually read your message correctly.
    I can understand how you feel if you had made the mistake and instantly cancelled and created a new purchase.
    If you put through the cancel and received a confirmation of the cancel I'll be annoyed as well.
    If the case is true that you cancelled immediately and didn't wait until the next day then I will continue to chase the business for a full refund.

    Your posting should have been worded differently, then the reaction of this pitchfork crowd would have been different.
    It should have been you cancelled a Good Guys ebay order, received confirmation of cancellation but item was delivered anyway.

    • zonra on 16/01/2023 - 18:41
      +4

      It should have been you cancelled a Good Guys ebay order, received confirmation of cancellation

      Have they received a confirmation of cancellation though?
      Reading through the comments you would see multiple people have asked how exactly the OP “cancelled” the order.
      The fact that OP refuses to confirm this despite being online for the last 3 days lead me to believe that they probably just sent an eBay message asking to cancel, which is far from “managing to cancel the order”.
      And to place a second order immidiately without confirming if the first one is successfully cancelled is just down right.. erm.. not very thought-through?
      Yes, people can be careless and make mistakes, but I’d say the backlash here has more to do with the OP blaming everyone else for their mistake.

    • Aureus on 16/01/2023 - 19:14
      +1

      He didn't cancel his order, he only requested his order to be cancelled.

      When you click buy on ebay you are commiting to the purchase. If you cancel the purchase it is completely up to the seller if they want to accept the cancellation. The seller has 3 days to respond.

      • redslert on 16/01/2023 - 20:57

        Then that's the only mistake made, in not understanding the cancellation procedure.
        I feel people here could be friendlier and less critical.

  • dbun1 on 16/01/2023 - 19:34
    +1

    Geez, all this for $35!

    Just cop it on the chin, sit back and relax knowing that you don’t have to do any work getting it back to your place!

    Having said that, I’ve seen the lengths some people go to just to save on a delivery fee. Some people need to weigh up the cost vs effort.

  • Blackadda on 17/01/2023 - 09:33

    suck it up and cancel the pick up.

  • gotz on 17/01/2023 - 13:20
    +1

    The Good Guys eBay Store seem pretty useless. They sold me a dryer that 'wasn't in stock' for eBay orders (plenty of stock in local stores). They agreed to cancel the order and after some prompting sent me a manually generated cancellation invoice. Problem is they've been refusing to actually cancel the order on eBay so no refund has been issued. Probably going to have to raise a dispute.

  • alz on 17/01/2023 - 13:25

    Lol Harry you F'd up

  • dzpliu on 17/01/2023 - 13:50

    I learnt it the hard way buying a fridge from the good guys online store. The online store is supposedly separate from physical stores, So you can get next day delivery in store with good customer service. As I bought it from online store on the 19th Dec, it only came on 11th January. The most frustrating thing is, there was no premium delivery option online and I had to use airtasker to carry my fridge upstairs. I did call support for help but they say they can't do anything due to order being completed.

  • johnfuller on 17/01/2023 - 15:03

    reminds me of that quote "all sales are final"

    you can never really assume they will see your message in time, or honor cancelling the order because you made a mistake somewhere ..

  • Time2Go on 17/01/2023 - 15:25

    Just to share my experience last night. Bought mum a fridge on their eBay store, but forgot to change the delivery address to mum's after completing the payment. Cancelled the order on eBay and also contacted seller (Goodguys Ebay). They only replied the Ebay message this morning but able to cancel the order without any issue. I guess it is better to leave them a message just in case.

  • meowsers on 17/01/2023 - 15:30
    -2

    Just do a credit card chargeback saying duplicate charge.

    Then submit both invoices.

    Also I have never had any issues with cancelling orders with TGG.

  • redslert on 17/01/2023 - 16:21
    +1

    I'm glad others are sharing the same opinion that Goodguys Ebay store is unreliable.
    Still disappointed to see many others been critical of the OP for trying to save money.
    $35 may seem little to some, but for many it is a lot of money.

    • Vater Woods on 17/01/2023 - 17:12

      Too many OZbargainers earn over 250k, I am still wondering which OZbargainer took my 200k, cause I am 200k short.

  • Chrisdestroy on 17/01/2023 - 22:23
    -1

    Hey op, You did not make a mistake.. You selected click and collect at checkout but delivery confirmed anyway. Theres some issue with the good guys shipping method selection on ebay…

    Super frustrating.

    Here's what happened when I contacted ebay support:
    https://ibb.co/FHWzvY5
    https://ibb.co/JkrzM8f
    https://ibb.co/ggxNsFt

    • MorriJ on 17/01/2023 - 23:21

      The OP placed two orders, one for c&c and one for delivery.
      If they were experiencing the same thing you are, they would have had 2 tvs delivered, they didn't.
      They had 1 tv delivered and 1 was c&c which they also got.

  • pistachio on 18/01/2023 - 10:20

    Like reaching out to Fair Trading or ACCC etc?

    ………………..for $35??

  • Eeples on 25/01/2023 - 14:43

    Pretty funny. You are going to hate this OP.

    I did the same thing ordered LG C2 42" on the ebay goodguys store delivered and paid $35 extra. (I can't remember why I chose delivery possibly because there was no stock at my local?)

    I got an email from ebay goodguys with a reference number and telling me to deal with my local store.

    Anyways I had to wait ages for it because it was on backorder. My local store rang me to say its on backorder do you want to cancel or wait. Giving me the option to cancel anytime up to it arriving in store.

    My local store rang me that it was in at my local store and wanted to know what day to deliver it. I asked them if I could just come and pick it up. (Quite happy to forego the $35)

    She said fine but come in to the store (just not the dock) and we can arrange the "refund of the $35 ebay delivery charge" her words. And I got refunded a few weeks later (the $35).

    True story.

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