GraysOnline Is Theft!

LDealWatcher on 18/06/2013 - 15:13

Hi all,
One of the item I won was missing and the staff offer a replacement which the condition is no where near the item I won, so I refused and got the promised to get a refund for me from the onsite staff, it is on Friday 7th June.

(Sat 8th June, Sun 9th June and Mon 10th June is the long weekend), expecting a refund will be processed on Tue 11th June but no communication from Graysonline so I have to submitted an inquire to Graysonline on the 12th June (auto reply to be contact within 2 business days) and no response email after email until 17th June and basically what they said is tough luck, no refund will be given as money has been paid to the Vendor as the email I sent in was too late.

From: SP
Received: 12/06/2013 1:11 PM
To: NSW Industrial
Subject: CAS-70xxx CRM:0043100xxxx

Hi Team,
Can you please contact the customer regarding the following;-

The item was missing on the date and the staff was promised to process a refund for this item but I didn't received anything regarding this.

From: SB
Sent: Monday, 17 June 2013 10:45 AM
To: Industrial Admin
Subject: CAS-70xxx CRM:0043100xxxx

Hi Guys
Four emails from the customer claiming they have not received a response - can you guys please follow this up with the customer
Thanks

From: gL
To: XXXXXXXXXXXXXX
Date: Mon, 17 Jun 2013 15:00:09 +1000
Subject: RE: CAS-700xxx CRM:0043100xxxx

Dear XXXXX,
This sale closed on the 4th of June with pickups on the 7th, as we did not receive and email from you until the 12th of June unfortunately we have in that time paid the Vendor for the sale and unknown to you discrepancy.

All discrepancies are to be noted to the onsite staff and enquires person whilst you are still onsite so we can fix the issue for you, once the Vendor has been paid out it is too late.

We are unable to assist in this matter as Grays no longer has the finds from the sale.
Kind Regards
GL
Customer Service / Sales Administrator - Industrial

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Comments

  • angelkulit025 on 18/06/2013 - 15:23

    To my understanding, you have bidded on an item which has "Pickup Only"?
    in that case, most probably, you're responsible in picking it up at the given amount of time or this will happen. Sorry for your loss. That's why I hate using Graysonline specially their pickup only auctions.

  • one man clan on 18/06/2013 - 15:50

    I'm really confused by this. Did you sign something saying you've picked up your items, but it wasn't in the condition described? Did you take anything with you on the day?

  • Azza on 18/06/2013 - 15:55

    I think you need to keep pushing the issue with them. It sounds like a reasonable case and if they have said the item has gone missing when you went to pick it up I think that is their fault and you should be fully refunded. If they don't have a record of the request how can you be to blame.

  • DealWatcher on 18/06/2013 - 16:02

    I did pick up other item but only one item missing but I didn't ask the staff to sign anything for me, I think this is my mistake for not asking as the staff said he will get a refund for me.

  • ode1online on 18/06/2013 - 16:36

    went there a while ago
    I had a horrible experience myself but

    I also watched a woman getting chewed out cause she went onto the dock
    all she wanted to do was to talk to someone about the condition of the TV she had bought
    and she was yelled at and told to go to the front office
    which is in another part of the compound
    I felt bad for her , she was deflated..

    Unless its new and it can be delivered Id avoid

  • superklue on 18/06/2013 - 16:54

    I had a great experience there. Ordered something which was pickup only by mistake. Got hold of someone in the office via email. Asked him very politely if I could send a courier to collect. He was hesitant at first but in the end he even bubble wrapped it.

  • airzone on 18/06/2013 - 20:14

    Not knowing much about grey's online, did you pay be credit card? If so, maybe you can do a charge back

  • DealWatcher on 18/06/2013 - 20:51

    I paid the whole lot with my credit card but only one missing, can we do charge back just on 1 item ?

    • [Deactivated] on 19/06/2013 - 12:58

      Considering their attitude (bad luck pal, didn't contact us in time when you really did but were told they'd refund, and DIDN'T tell you that you should get it in writing)… I'd charge back the whole lot. Don't even mention to your bank you received all but a part. HOWEVER… Then I'd send either them a check for the items you did receive along with a letter stating what payment is for and why part is missing - or - communicate with them online how to pay for the items you actually did receive - again explaining why you are not paying for the missing item.

  • ozy on 19/06/2013 - 07:51

    Yeah, I'm not a fan either.
    They had cheap wine with free delivery (posted last year on OzBargain) so I purchased 2 cartons, I think it was like $3.95 for one carton type and $5.95 for the other, both free postage.
    After checkout and confirmation they decided to add $10 shipping to my orders (charged to my CC)
    I called them and they said they will investigate.
    2 weeks later i called again and was told "they where never free shipping" to which i replied "yes it was it showed $0 & check OzBargain as the deal was posted there due to the cheap price and free shipping" … They said they would esculate it.
    1 week went by, then i called and spoke to a senior person who said "we have already said it wasn't free shipping, and we cant go off ozbargain because its not our site"
    So i sent an email, then 4 more because they gave no reply.
    I got amex to investigate it, they gave me the $20shipping ($10 each carton) back (took a month)..
    Wrote to grays and called to say the are crimminal scammers, they then offered me two $10 vouchers,
    I told them they should have refunded but they said the best they could do was give 2x$10 voucher codes to my email.
    When i tried to use the vouchers that week they came up as Not Valid at the checkout, so tried for different items and got the same message.
    Emailed them for 2 months, no reply other than 1 email saying the had already given me voucher codes.
    I called and they said to email them and copy the codes i have and theyd look into it…
    8 months since the original order of the wine, i remembered the whole vouchers not working and illegal CC charges fK-up.
    I sent another email asking for the working vouchers.
    I got this reply:
    Hi Todd,

    Thank you for your email.

    I can confirm that you were allocated 2 voucher codes for $10 on 5/11/12 and 6/11/12.

    These vouchers were emailed to you and they were restricted and due to expire on 29/12/12.

    Unfortunately, if you have not used the vouchers within the timeframe, we are unable to allocate any further vouchers to you.

    This voucher was also given as a gesture of good will for a promotional offer that is also for a limited time only. This requires the voucher to be used within a reasonable timeframe.

    Unfortunately, as you have not redeemed the vouchers you have received, we are unable to provide you with a new voucher code or a refund.

    I apologise that we are unable to offer you further assistance in this instance.

    If you have any further enquiries, please do not hesitate to contact us again on 1300 362 536 or by email to [email protected].

    Regards,

    Jean
    Customer Service Advisor

    F 02 9112 9561
    E [email protected]

    www.graysonline.com
    www.graysoutlet.com.au

    Homebush Corporate Park
    29-33 Carter Street
    Lidcombe NSW 2141

    ***** Best thing is, The email containing the vouchers that i tried to use within 1 week of getting them, had No expiry date in the email (and no mention that it would expire either)
    That said, i tried to used within 6 days of receiving them!

  • [Deactivated] on 19/06/2013 - 13:04

    I bought a high quality turtle beach soundcard from them years ago. It arrived in a plastic bag with no damage protection except the grey antistatic bag computer components come in. It was a miracle it worked.

  • DealWatcher on 20/06/2013 - 10:22

    They asked me for the photo ID and signed on the paper work at the entrance, So I really have nothing to stand on but just a cross on the invoice and other items has a tick. I've submitted a consumer complaint to ACCC and see how it go from there? will up date, thank you all !

    • [Deactivated] on 20/06/2013 - 10:34

      I'd also check if there's any time limit/conditions on a chargeback.

  • DealWatcher on 24/07/2013 - 14:29
    +6

    Updated !

    ACCC response and refereed me to Fair Trading, Graysonline refund the money to me but suspend my account.

    Thank you all !

  • t_c on 12/08/2013 - 20:19
    +1

    Even though you got a refund, suspending your account is hardly what I would consider a satisfactory outcome since it was clearly their error in the first place.

    What are you going to do now if something pops up on graysonline that you really want to purchase.

    • tonyjzx on 13/08/2013 - 15:40
      +6

      they're doing you a favour

    • [Deactivated] on 14/08/2013 - 23:48
      +1

      After an experience like that would you be shopping with them again? I'd be glad they had suspended my account!

      • t_c on 17/08/2013 - 06:57

        you would think so, but Graysonline is just an auctioneers agent, by having had his account suspended the OP looses access to potentially thousands of different sellers.

  • davidl2 on 21/08/2013 - 22:16

    my experience with Grays Online was:

    I won a laptop, the description say it come with DVDRW, but it doesn't
    email them and got reply asking me to ship it back with my own expense
    I didn't bother and never shop with them ever again

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