Order cancelled unilaterally from DealExtreme

High on 18/05/2013 - 13:31
Last edited 18/05/2013 - 14:50

Hello, I'd like to share my experience
and will greatly appreciate advice from anyone with same experience and a good result…

I ordered some tablets and phones from the previous 50% deal(14/May). These were all from AU direct. Total cost … around $900.
And the same day I got an e-mail saying I needed confirmation for my payment.
So I sent them a picture of my passport and credit card.
The next day(15/May) I got an e-mail they confirmed my information, followed by an e-mail telling me order is currently being processed and prepared for shipment.

That's the last e-mail I got from them… and when I checked the order status on website today(18/May), it appeared as "cancelled", dated 17/May.

Huh. Never got an e-mail informing or apologizing about this one. Order was cancelled and no notice?

Anyway I connected to their live chat and confirmed it was cancelled due to "sold out", and I will get my money back in 7-21 working days.

Hmm.

I asked them if I they could comprehend me anything and they told me to contact them around 72 hours later and we will discuss and Manager will decide.

Oh… well… lets see. I will update my post after around 72 hours…

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Comments

  • vietbargain on 18/05/2013 - 15:52
    +3

    i'd be very hesitant to send anyone a pic of my passport and cc. something smells fishy here

    • Marrk on 18/05/2013 - 18:44

      The online store that I work for basically does the same thing. It is necessary these days, as it is very easy for people to place orders with stolen details, and when this happens, a charge-back occurs, and the business is left out of pocket.

      • bargaino on 18/05/2013 - 19:16

        Careful. You might be giving people bad ideas on how to take revenge on DX.

        • Marrk on 18/05/2013 - 19:19
          +1

          Hopefully people know the difference between fraud and revenge.

  • neil on 18/05/2013 - 16:26

    Are you referring to the DX deal?

  • High on 19/05/2013 - 00:00

    I'm ok with providing my copy of ID and cc. What I can't understand is that they needed that even BEFORE checking the stock.
    And after I got the message the items were "prepared for shipment" and two days later all of a sudden, sold out?
    And NO NOTICE E-MAIL they were cancelled… maybe implying they were not cancelled by the normal routine.
    I bought the items as gifts for my nephews and friends, and now I don't have enough fund to buy them something else…
    I do not want to mention which deal yet, for they might offer me something to comprehend for my troubles.

  • High on 21/05/2013 - 02:48

    Yes it is DX deal and they are trying to avoid 15% compensation lol

    Date Status Notes
    5/17/2013 4:36:43 AM Canceled The order has been cancelled.
    5/15/2013 7:20:04 PM PaymentConfirmed Payment verified. Order is being processed.
    5/14/2013 10:08:16 PM PaymentRecevied Payment is received, awaiting verification.
    5/14/2013 10:08:12 PM PendingPayment Order has been created, awaiting payment.

    Jason: Welcome to DealExtreme, nice to meet you !
    ME: Hello, I would like to know the status of my order.
    Jason: Please hold on for a moment while I check on that for you.
    Jason: 130515-0010-******* OrderStatus:Canceled
    Jason: 5/20/2013 9:59:23 AM Refund 929.02 Credit Card
    Jason: the payment be back to your account within 7-14 business days
    ME: I have heard there will be a gift card compensation for cancellation of order, but haven't heard from you yet.
    Jason: we just resend the email to you
    Jason: plz check your mailbox about this issue.
    ME: i cannot confirm any mail from you…
    Jason: after you register the dx account and we could verify the dx account for you .
    ME: I am registered. could you confirm my e-mail?
    Jason: *******@gmail.com
    Jason: this email ?
    ME: yes, that's correct
    Jason: yes
    Jason: your dx account has been verified
    ME: I haven't got any mail from you.. since the order confirmation e-mail
    ME: can you send me the content of the mail by this livechat?
    Jason: yes
    Jason: Thank you for chatting with us. If you would like a transcript of this chat emailed to you, please click on the "Close" button to end this chat and make the request. You will also be asked to participate in an Exit Survey. Your participation will help us here at DX to better serve you in the future.
    Jason: It is highly appreciated that you would give me 5-Star rating after this chat. Please click "Close" button at the top-right corner in your page to complete the rating.Thank you for chatting with me.
    ME: wait
    ME: i said, can you send me THE CONTENT OF THE E-MAIL via this livechat
    Jason: yes
    ME: you didn't send me yet
    Jason: you could choose the option to send the conversation to your mailbox after you close the chat session
    ME: no
    ME: not this chat to e-mail
    ME: the E-MAIL I'm supposed to get from you
    ME: about compensation
    ME: can you just send it to me on THIS SCREEN
    Jason: ?
    Jason: what compensation?
    Jason: the order has been cancelled
    Jason: and we have submitted the refund
    Jason: you will get the money back within 7-14 business days
    ME: people got gift cards accounting to 15% of their offer
    ME: where is mine?
    Jason: where did you that you could get 15% of their offer?
    Jason: we havent such service at this moment.
    ME: your forum
    ME: you want to deny that there are no such service, and Michelle1225 is not a staff?
    ME: http://club.dx.com/forums/forums.dx/threadid.1244124?page=26
    ME: http://club.dx.com/forums/forums.dx/threadid.1244124?page=27
    ME: Dear all customers, Please accept our offer to you and our suppliers are trying to make the stocks. Our suppliers will work overtime and try to meet all stocks. Thanks. Best regards, Michelle
    Jason: but we have cancelled your order already
    ME: yes and you have provided customers 15% gift card
    Jason: that's only for the order which are still existing.
    ME: it was DX who cancelled my order, not me
    ME: so I must get compensation
    ME: fine, I will post this chat record on forum and deal with Michelle1225
    ME: is that fine with you?
    Jason: sorry, we cancelled the order because there are something wrong in your order
    Jason: aloright
    Jason: alright
    ME: oh? what wrong in my order?
    Jason: not sure at this moment.
    ME: please explain
    Jason: you'd better contact us after 12 hours
    Jason: then our relatived department will be there
    Jason: and the one who cancelled the order will explain that for you .
    Jason: anything else i can do for you?
    ME: no i want the explaination now, how do you know there is something wrong with my order?
    Jason: sorry, but i cant deal with this case at this moment.
    ME: ok. please explain why
    Jason: alright
    Jason: we will do that after 12 hours
    Jason: you may feel free to try to contact us again at that moment.
    Jason: Thank you for contacting us. Should you have any questions, please feel free to contact us via livechat or the CSE system at http://services.dealextreme.com/.
    Jason: plz have a nice day ! bye

  • meglala on 25/05/2013 - 18:06

    DX - disgraceful!!!

    DX also cancelled my order without any notification, which totalled $233.50 for 2 phones with 50% discount.

    After contacting DX they offered me the same 2 phones, wait for it, at 15% discount, plus 4 x $5 gift cards (which I would never ever use for future purchases, because there just won't be any), so obviously they still had stock and the phones are still advertised on their site at the higher price. This offer amounts to $163.46 extra they want me to pay for the same order THEY cancelled - no mention of compensation, quite the reverse. They did say they were sorry though.

    I have since responded, advising I will be contacting the Dept of Fair Trading, Ombudsman and leaving reviews of exactly what I think of them on every possible site if they are not prepared to honour our original agreement at the agreed original price.

    Has anyone else had any luck with them?

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