STAY AWAY from TGG Bankstown

cocomelon on 04/12/2014 - 18:31
Last edited 04/12/2014 - 18:35

Hi guys,
not sure where to start, i have so much anger and i need to vent it out.
2 days ago i bought a tablet for my dad's birthday gift through ebay when they had 20% off. then i choose to pick up in store so i could pick it up sooner than i have to wait the delivery.

i received an email saying its ready to be picked up. went there, and got refuse saying it has to be the person in delivery address.. i explain many times why i put my dad's name is for warranty purposes so he can process it himself if something happened. still got refuse bla bla saying its the ebay policy etc.. and i said im the one who paid the items.. i got the email and everything.

the store manager which i found to be the store owner..in arrogant way said the same thing. he actually checked first what is the item then respond to me the same thing. i walked out from store and called my dad which he said he will come to pick it up.

and guess what happened? when he came, they said the order has been cancelled!! i was disgusted on the way they operate, my aged dad drove straight after work,stuck in traffic at this peak hour. and perhaps was excited about the table and turns out it was cancelled. i rang the store straight and the staff saying you know what we can do.. "you make the order again" - stupid and heartless person - this is the same i can just go to other stores and get it there.. do they think i would give my money to them after this worstexperience??? seriously!!
what is wrong with this people??? i am just trying to surprise my dad and all off sudden it becomes a disaster!

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closed Comments

  • Bappy on 04/12/2014 - 18:35
    +27

    Contact Their Head Office and Report the experience.
    I'm surprised because I dealt with few of the Good Guys store and all of them were excellent (at least in SE QLD)
    I'm sure Head Office will do something about it - at least offer your the tablet at the discounted price

  • cocomelon on 04/12/2014 - 18:48
    +1

    this is a franchise store and i got a feeling he doesnt like the 20% off thing.or perhaps racist. thats the only 2 things i could think of. otherwise dont get it at all!! i just hope he just gets what he deserved but then again im biting my tounge not to curse or swear at him!!

    • Bappy on 04/12/2014 - 18:56
      +3

      Most of the Good Guys stores are franchise - still they need to go by their Head Office policy.
      If you really want your tablet at the discounted price - I think contacting HO would be the best option.

      • ukmark on 04/12/2014 - 19:15

        They are not a usual franchise store though. Pretty much all of the stores are half owned by TGG, and half by the store "owner".

        Having said that though, TGG head office is useless - unless you whinge at them on Facebook. Not the way it is supposed to be, and I won't give them my money anymore.

      • cocomelon on 04/12/2014 - 22:13
        +7

        thanks Bappy, im not looking at the dollar anymore, i just felt being bullied and treated unjust, just because he own the store he can do whatever he likes. one of the staff tried to help me, explain that its a gift and i have all the details in my emails, the woman at front table hush him, at least it was not only me who think it was hideous and ridiculous, but what can he do, he is only a staff.

        same to me im only a customer who only bought a tablet at a discounted price, but him? he own the bloody store.
        TGG wont care as long as they received their cuts.

    • leonheart1 on 04/12/2014 - 19:25
      +10

      doesnt like the 20% off thing

      It's subsidised by eBay. The TGG manager was just being a (profanity).

      • snappy1234 on 04/12/2014 - 20:27

        Exactly all that cost was born by Ebay (20% discount)

        I have found them great here in Qld.

      • cocomelon on 04/12/2014 - 21:59

        i thought so, He just refuse to sell it to me, because he can.. he owned the place. when i asked why did you cancel it, his reason was because "insufficient details" - which not valid at all.
        now i need to wait for 7 days to claim my refund via paypal.

        TGG bankstown is the only store i have seen, that has the TGG Logo outside with the manager's name printed. i could only say he is a narcissistic arrogant unhappy person.

        • leonheart1 on 04/12/2014 - 22:04
          +5

          I know it's probably the easier path for you and your father but don't let them get away with their shoddy practices. Contact TGG HQ/management and tell them your story.

          Who knows how many times they have screwed customers over like this?
          You might not even be the last.

          And of course, if you do decide to do the right thing, please let us know how it turns out.

        • SirFlibbled on 05/12/2014 - 11:05
          +6

          The contract was completed through ebay. They can't unilaterally cancel it. They'd need to put through a cancelation request which you'd agree to on ebay.

          I'd report them to fair trading and try to force a resolution that way.

        • cocomelon on 05/12/2014 - 11:31
          +1

          @SirFlibbled: the resolution is they will refund my money since i pay with Paypal im not worried about it. i do not want to spend my time just to fight with an idiot who doesnt had the same level of understanding and he will take pleasure to drag this along and i want my christmas to be peaceful, not stress over this.

          the experience i had was beyond nightmare, there is no way i want to give my money to them even they want to give me at the lowest price ever and take their stock item?
          the tablet will depreciate and they will loose a healthy margin anyway.

          i dont blame TGG at general, they are trying to make money in any ways, just trying to warn people to stay away from bankstown Store and save your sweat and tears.

          anyway im going to get the tablet at officework now, same model only $40 more. i rather spend my money to business who has their conscience.

    • [Deactivated] on 06/12/2014 - 08:51
      +6

      or perhaps racist.

      Did he say anything racist to you during all of this? If not, you shouldn't accuse people of racism where none exists.

      The guy just sounds like he shouldn't be doing a job dealing with the public.

    • aggregate on 06/12/2014 - 09:58

      What's wrong with fraud mitigation?

  • Islund on 04/12/2014 - 21:31
    +12

    I agree - the Bankstown store is the pits

    • tonka on 05/12/2014 - 11:25
      +6

      Yep, only Good Guys store I have ever had a bad experience with. Bankstown Good Guys don't go there.

      Don't they have to fulfill the Ebay Sale under Ebay terms and conditions?

      Not enough info isn't good enough as Ebay holds your info. You definitely should report to Ebay, imagine if everyone selling on Ebay treated a completed sale as optional.

      • cocomelon on 05/12/2014 - 11:34

        i will, when the report/resolution button appear will leave the negative feedback and report this to customer care or something, then again other store operate different way.

        • tonka on 05/12/2014 - 16:26

          A friend of mine backed out of an Ebay sale once. Ebay rang them everyday for ages to discuss then closed their account. Was a while ago but they used to take this very seriously.

          Try the help and contact link at the bottom of the Ebay page.

          If they don't re-instate the purchase at original price I would start talking about price baiting.

    • Tech5 on 05/12/2014 - 17:45
      +1

      Agreed, had some bad experiences at the same store.

    • irajohn90 on 05/12/2014 - 22:27

      Agree as well. They never honour price beats also. Staff are also rude.

      I just end up going to auburn or Alexandria.

  • King Tightarse on 04/12/2014 - 23:32
    +3

    Also link them this thread so they can see the public discussion.

  • Tal_Shiar on 04/12/2014 - 23:34
    +1

    Negative feedback?

    • snappy1234 on 04/12/2014 - 23:36

      Trouble with that it is all the stores affected.

      You need to target Bankstown only.

  • HantuPocong on 05/12/2014 - 09:04
    +6

    Hi op

    I feel your frustration mate, I also stopped visiting TGG Bankstown because of their store manager's attitude (arrogant and never smile) years ago.

    I told my relo to stop shopping there anymore and now, we are all one happy bing lee customer from the same complex.

    20% restocking fee is also ridiculous IMO.

    • garetz on 06/12/2014 - 06:00

      That restocking fee is bullshit, under nsw law they must give a full refund.

  • cocomelon on 05/12/2014 - 10:07
    +11

    Thanks Guys,to be honest i was in tears because so much anger in me. as much as i hate him, corrupt immoral guys will always around us. but i really do believe what goes around comes around, there are things we just have to let it go and let the nature do the job. the only thing i could do is not to let this incident eating me and loose faith in good human.

    • irajohn90 on 05/12/2014 - 22:29
      +20

      Is that you zoran?

  • PVA on 05/12/2014 - 11:25
    +1

    sounds like they sold the tablet and didnt have one for you at all. used the excuse of no the correct person, then Cancelled to get out of it.

  • whooah1979 on 05/12/2014 - 11:38
    +15

    op, was it your name one the invoice or a third party?

    http://www.thegoodguys.com.au/terms-and-conditions

    Despatching an order

    You will be be notified by email once your Order is ready to pick up in store. Purchases can only be picked up during business hours.

    Orders are not available to pick-up at any other Store unless advised to you by the Store where you made your on-line purchase.

    To protect both you and Us from fraud, before any purchases are despatched to you, you will need to be able to prove your identity as the customer at the time of pick-up by presenting:
    The order confirmation emailed to you at the time of purchase; and
    A current Australian Drivers License or a current Australian Passport are the ONLY forms of valid ID accepted for in store pick up; and
    Any acceptable tender types used in the transaction (e.g. the Credit Card) used to Order

    Purchases online will only be released to the purchasing customer as listed on the order confirmation.

    In Our sole and absolute discretion we reserve the right not to provide goods to a person picking up an on-line purchase and refund the sale transaction in the manner in which it was purchased or by cheque.

    • grasstown on 06/12/2014 - 07:50

      The ops dads name was and the dad went to pick up the order when the op told the dad that that was what tgg required.

    • casey2 on 06/12/2014 - 10:05
      -1

      "In Our sole and absolute discretion we reserve the right not to provide goods to a person picking up an on-line purchase and refund the sale transaction in the manner in which it was purchased or by cheque."

      That's an interesting thing to state. Does anyone know what Fair Trading have to say about this? Is it in the same vein as stores saying they won't refund? ie. I don't think so bud!

      We have bait and switch rules and consumer protection acts etc…

  • IIGnomeII on 05/12/2014 - 11:38
    +9

    I would email their head office at [email protected] and CC on the email [email protected] so that they see what you have sent to the head office.

    Detail in full and if you can attach all receipts for the transactions, the names of the people you dealt with and who said what.
    Make sure that you provide your name and a contact email and number for yourself on it.

    Give it an hour or two then call up their head office on 1300 466 348 and tell them that you wish to make the complaint about the Bankstown store and that an email has been sent to them detailing the whole thing.
    Ask for a case number or a reference number for your complaint, failing that make sure you grab the name of the person you speak to on the phone when you first get a hold of someone. Details are important in these things.

    edit
    Also post your complaint on their facebook page and see if you can get a contact for Andrew Muir via linkedin - https://au.linkedin.com/pub/andrew-muir/a6/270/b7a

    • whooah1979 on 05/12/2014 - 11:44
      +1

      it will be interesting to hear if tgg hq can support their franchisees by sticking to their own online t&c or shaft them because they lack a backbone.

      • IIGnomeII on 05/12/2014 - 11:47
        +1

        True, but this would be more inline with the cancellation of the product after the authorised recipient wasn't there to pick it up.

        • whooah1979 on 05/12/2014 - 11:56
          +3

          fraud using "click & collect" is on the rise. scammers are even trying to collect deliveries from the post office when they're clearly not the addressee. the post offices get hit hard every time a new iphone comes out. we can't blame tgg or any other online b&m for practicing loss prevention.

        • cocomelon on 05/12/2014 - 12:28
          +3

          @whooah1979: my License has the same address as my Dad which is on the delivery address, but at the back of the card, i told him i have moved out and this is the current address i have. still he use "insufficient details"

        • whooah1979 on 05/12/2014 - 12:48

          @ishe:
          the customer collecting the goods must have their name stated on the "customer details" as per t&c. was your name on the invoice?

        • cocomelon on 05/12/2014 - 12:58

          @whooah1979: the transaction details and receipt under my name. but the delivery address under my dad's name

        • whooah1979 on 05/12/2014 - 13:07

          @ishe:
          hmm, i'm confused. was this a pick-up purchase (click & collect) or a shipping purchase?

          i'm looking at a tgg "ready for pick up" right now. there is no delivery address stated on there.

        • cocomelon on 05/12/2014 - 13:11
          +2

          @whooah1979: bear in mind this is ebay transaction, you put the details delivery address in when you make the purchase.

        • whooah1979 on 05/12/2014 - 13:16
          -1

          @ishe:
          that's what i'm talking about. you would have received an email from The Good Guys <[email protected]> with the subject "Good news! Your order is now ready for pick up" telling you where pick up from. there is no delivery address stated in that email. there is only a "customer details". was your name in the "customer detail"?

  • overlook on 05/12/2014 - 11:52

    I don't know why you would buy it under your dad's name. If you said he is old, you would have prepared to deal with the warranty for him. The only thing is you showed the manager that this purchase has potential fraud in it and they don't want the headache so they cancelled it.

    • cocomelon on 05/12/2014 - 12:22
      +3

      its for a birthday gift, i dont live with him so he can get my brother to fix things when needed. however i could provide all details he wants but he just refuse it. he can take a copy of every ID i have too but he just being an ass and cancel the order without even telling me?

  • Fobsessive on 05/12/2014 - 12:36
    +4

    What a terrible shop, I'd be so angry. Definitely won't ever go there.

    • slix_88 on 05/12/2014 - 15:00
      +27

      TGG Bankstore store manager; is that you?

    • SirFlibbled on 05/12/2014 - 16:26
      +1

      And they then unlawfully cancelled a contract. They're lucky the OP decided not to pursue it further. Could have been a costly exercise.

    • irajohn90 on 05/12/2014 - 22:39
      +2

      Where's the customer service?

    • Seiko on 06/12/2014 - 07:12
      -3

      The first intelligent response. I can't really fault them with anything they did. Based on your response and use of phrases like, worst experience in my life etc etc i would have canceled the transaction and told you to leave my store.

      Remind me yet again why I will and can never work in retail, note with the general public.

      Nice work on pulling the racist card. Real classy.

  • X3 on 05/12/2014 - 14:54
    +15

    "STAY AWAY from TGG Bankstown"

    OK

  • tonka on 05/12/2014 - 16:31
    +19

    I've had a nasty experience with a different retailer lately.
    Every dodgy email I get from Nigeria I reply providing their name, business phone and email address.

    • cim85 on 05/12/2014 - 20:02
      +1

      Geez I would hate to see the email inbox contents every morning, lol

  • whooah1979 on 05/12/2014 - 17:01

    sirflibbled, so you consider the tgg t&c unfair and illegal?

    • SirFlibbled on 05/12/2014 - 19:30

      No I consider a contract was formed through Ebay. TGG can include additional T&Cs but they would be breaching their terms with Ebay by making terms which breach the Ebay terms (if that makes sense). So where there's a conflict, Ebay T&Cs prevail.

      I had a look at a random TGG ebay page - I couldn't see a link to the T&Cs on there. http://www.ebay.com.au/itm/Samsung-SM-T530NZWAXSA-Galaxy-Tab…

      Assuming I'm not going blind (correct me if I'm wrong) but without a link or statement to the effect of "buy buying this item you are agreeing to our T&Cs" the purchaser isn't bound to TGG T&Cs if you buy through the Ebay store. You can't unilaterally change the terms of the bargain later on.

      Even if the OP was bound to the TGG T&Cs, the Ebay T&Cs prevail and a contract is formed when the buyer clicks "Buy it now" and pays through paypal.

      • syousef on 05/12/2014 - 19:51
        +1

        Under the terms and conditions of the contract it seems they can and that you agreed to that by going through with the purchase. I understand it wasn't nice of them. I wouldn't deal with them based on this thread but I think you'll be wasting your time and getting yourself worked up if you pursue this. Basically just take your money and buy a tablet from somewhere else even if it's for a little more money. You'll be happy. Your dad will be happy and you can move on. Miserable store managers don't matter. Life's too short.

        • SirFlibbled on 05/12/2014 - 20:35

          Which contract? You can't unilaterally add a term like that into the contract unless it's initially there or the other party agrees to it. As I mentioned I can't find these additional T&Cs in their Ebay ad.

          Edit: BTW not suggesting the OP do anything. Was just answering the Q academically.

      • whooah1979 on 05/12/2014 - 19:54

        isn't there two contracts here? one between the buyer and ebay and second one between ebay and the supplier? the t&c for the buyer and ebay can be found on ebay. the t&c for ebay and the supplier may or may not be the same. they could for all we know have an amended version. here is a link to sale t&c.
        http://pages2.ebay.com.au/Buyer_coupons/Xmas_brand_sale

        it don't really matter now. it doesn't look like op is going to do anything with this.

        • SirFlibbled on 05/12/2014 - 20:45
          +1

          While this is all academic to clarify - there's three. One between you and Ebay, one between TGG and Ebay and one between TGG and You.

          The Ebay T&Cs also includes T&Cs for all agreements formed through the Ebay market place. Basically they are implied terms but they're there. Such as buying through Ebay you are forming a contract (thankfully there's some common law on this).

          If TGG wants to add anything on to this initial agreement, they can but they need to include it as part of their Ebay ad. Once you click 'buy it now' then a contract is formed and TGG can't make unilateral changes etc etc.

          You're right, who knows what the TGG has agreed to. But you are still bound by the Ebay T&Cs so the basics would have to be there, such as purchasing is a contract etc.

          Even link you included doesn't have the additional TGG T&Cs people have been linking to in this thread. I can't imagine how they could be incorporated into a contract if they are never click wrapped through the ebay sale.

  • dannyboi on 05/12/2014 - 18:57
    -7

    I've purchased many items from TGG Bankstown and have had no problems at all. In-store purchases and online orders have been fine.

    It's a bit much to get everyone to stay away because of your experience. If you're not satisfied, then make a formal complaint and take your money elsewhere.

    • irajohn90 on 05/12/2014 - 22:41

      He just did

  • RockyRaccoon on 05/12/2014 - 20:43
    +11

    All this rubbish about the contract.

    Very simple they acted correctly in the first place, if the name on the order was your dad then they needed to supply to your dad. No matter how much they or you might have got caught up in an unpleasant scenario, its was his "deal" based on their conditions

    Now before I get flamed, there is the second point.

    When you Dad went to pick it up they have then cancelled the deal. For what reason?

    He was the legitimate purchaser according to their terms. If they had an issue with you, that's got nothing to do with your Dad, who they say is the purchaser.

    Paypal should be backing "your Dad" to make sure they deliver. They haven't any legitimate reason not to deliver, they already have said you have no authority regarding this purchase.

    Looks like they have cancelled it to spite you. Not a good way to run a business.

    Will advise a few relatives who live nearby - Padstow to avoid these clowns

  • [Deactivated] on 05/12/2014 - 20:52
    -1

    Dodgy TGG

    • andyken on 06/12/2014 - 11:42
      +13

      Sorrentomelb joined OzBargain.
      Welcome aboard!
      14 hours 13 min ago

      Welcome manager/staff of TGG BANKSTOWN

  • BuuBox on 05/12/2014 - 22:08

    Was the item already paid for?

  • Sorrentomelb on 05/12/2014 - 22:14

    Hi BuuBox- I'm not sure- whether it being paid for or not- from my experience the purchaser who pays for it -must be the person to collect and not in someone else name— wrong address detail- etc etc. I guess - ishe- has probably learnt a lesson.

  • [Deactivated] on 05/12/2014 - 23:32
    +7

    Go in the morning around 4-5 AM and poop in front of the store.

    • KaTst3R on 06/12/2014 - 04:18
      +1

      Next thing you know, you are on Liveleak.com

  • [Deactivated] on 06/12/2014 - 00:20
    -1

    File a dispute in eBay/Paypal

  • drspy00 on 06/12/2014 - 01:09
    +1

    I avoid the shop as they are always annoying and spout off rubbish about products thinking everyone's an idiot. The worst part is, my mum goes regularly to buy vaccuum cleaner bags and she has to line up, say her full details every time, they will never just let her buy it and leave and its not even a discounted price. I can see why the store here is always empty!

    • Seiko on 06/12/2014 - 09:07

      People do need to get into the habit of not just blindly handing over their details when ever a "stranger" asks them. Unless it is of a benefit to you (warranty purposes) then they get nothing.

      You can buy things from them without any details. You just need to be polite but firm and tell them no.

  • Typical16-bitEnjoyer on 06/12/2014 - 05:57

    TGG have handled this very poorly, but seriously never change the name on an order when using eBay or PayPal or you risk an epic amount of issues.

  • Diji1 on 06/12/2014 - 11:19
    -2

    Honestly I'm siding with TGG on this one: you tried to pickup a package that wasn't addressed to you. How the hell are they supposed to know you aren't trying to defraud them, they have no idea who you are.

    And then you get seem to get pissed about it though it was your fault (IMO).

    • andyken on 06/12/2014 - 11:44
      +1

      please read till the end. TGG refused and request his dad (the name) to come and pick it up, OP called his dad, when his dad comes, they cancelled the order! DODGY TGG

  • cocomelon on 06/12/2014 - 11:58
    +4

    Thanks for all the comment, i had learnt in a hard way, this was the first time i bought something from ebay for pick up. and sorry if my grammar wasnt perfect, i was too emotional to correct my sentences and type the whole thing on my phone.

    we all have differences on perspective otherwise we would be in peace, no poverty and kind to each other. i may just too innocent and still believe in kindness.
    mod, please close the thread, Thanks!!

  • MrBillions on 06/12/2014 - 12:04

    I ordered for store pickup. System said that they have stock. I did buy immediately so I can make use of Samsung promotion which ended that day. I got an email saying there is no stock, two week delay. Promotion is over now… Disappointed.

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