Boxing Day TV sale from Good Guys via Paypal didnt work out as smooth as expected, Eye opener and suggestions welcome if any!

LMelbourne01 on 26/12/2014 - 18:55
Last edited 26/12/2014 - 19:06

Hello People,
As the name suggests I live in regional victoria and thought I should also try an take advantage of a deal posted on Ozbargain for UHD 40" Sony tv from Goodguys with $50 cash back if bought before 8 am on 26th. So to cut the long talk short, bought the tv on 25th for 998 with warranty so all together paid close to $1,100. Paypal showed the payment done and good guys website "please user another method of payment" Anyways Received the confirmation from PayPal that funds have been taken and paid to good guys but I didn't receive anything from TGG, so I wrote email to them and they replied back saying when payment will be processed they will send confirmation.

When I didn't receive any confirmation from TGG (Obviously) I opened a transaction dispute with Paypal. Then after talking to customer care from TGG I received email saying that order has not been processed because I have raised a dispute and in order to process I need to close the dispute or talk to Paypal. Paypal office was closed so I closed the dispute and mentioned in the note that good guys have asked me to do so.

A little later got email from TGG and spoke to TGG who then advised me that payment is with paypal and because of this order has been cancelled!!!I called and reasoned told them, told them I don't want to buy for another tv because I don't want to end up with two tvs and I have already provided them with proof of payment! and I am going to miss on other boxing day tv deals because I am not sure whats happening. I was told to take it up with Paypal. It ruined out family boxing day out as well because we were supposed to travel for 2 hours to reach to the nearest town Bendigo to pick up tv and do some other shopping.
Paypal website wont let me reopen the case now, money has been taken from my account! merchant is saying they haven't received the funds. I missed on 1) my deal 2)my store credit 3) above all I am with no tv so I missed on other tvs that I could have bought!!! For No Fault of mine…and with $1,100 short…don't know where they are. yes I have all the emails from good guys Please advise

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Comments

  • McBanjo on 26/12/2014 - 19:48
    +7

    Lesson learned. Don't dispute PayPal payments. Paypal will withhold the funds from the merchant. It's the same as asking they give you a TV whilst withholding the money from them. You should've contacted them before disputing the payment.

  • Nutrino on 26/12/2014 - 19:48
    +1

    Today is only boxing day, you made the purchase yesderday? Why did u make a dispute so quick?. Give them some time to check first. Things dont happen instantly.

  • Ughhh on 26/12/2014 - 19:51
    +6

    Sounds like you rushed it, waiting a while for a confirmation email is normal.

  • Melbourne01 on 26/12/2014 - 20:03
    +1

    I Made the purchase on 25th and usually when I make a purchase online some sort of email is there within few hours. Anyways I closed the dispute and still don't know where funds are. I guess I will call payPal tomorrow and will find out for sure what's happening. I hope so.

  • juventino on 26/12/2014 - 20:59
    +1

    you raised the dispute way too early considering that you ordered the product on Christmas day and on 'boxing day' aka the busiest day in Australian retail landscape.

    • scottb721 on 26/12/2014 - 22:11
      +3

      "'boxing day' aka the busiest day in Australian retail landscape."

      Not in Newcastle it seems. Most shopping centres were closed today.

  • chill on 27/12/2014 - 01:43

    An Eye opener indeed, said nobody ever.

    Did you think they were going to have somebody in one of those stable non Christmas countries instantly processing your order on Christmas Day?

    • ThirdRonnie on 27/12/2014 - 10:08
      +2

      The point here is that 'somebody' does not need to get involved in online purchasing. It is all done by computer and computers don't care about Christmas, public holidays, middle of the night, being paid triple time etc.

      What should hve happened was: TGG online system records purchase - link to PayPal system - payment made to PayPal - link back to TGG with a screen saying "Thank you for your PayPal payment, you will receive a confirmation email shortly" - withing a few minutes, customer receives confirmation email, complete with information to print out to enable a pick-up at the store - customer takes print-out to the designated TGG store, where the store's computer confirms that the purchase has been made online and can be taken away by the customer. The online system would have already confirmed that the designated store had stock of the item.

      That's how it should have worked. Sounds as if the TGG online system stuffed up, as so many Australian online retailers' systems do, particularly just after they've taken your money. It was too early to lodge a PayPal dispute - the fight should have been with TGG.

  • marketingpolice on 27/12/2014 - 11:05
    +1

    I bought same item from TGG online and got stuck in paypal payment checkout for about 2 minutes:( That has never happened to me before usually it is straight through. I then got TGG email order confirmation once it processed it (even before the paypal payment confirmation 1 minute later) and 10 minutes later TGG ready to pick up order. Sorry to hear about your dramas, hopefully you will track down the funds and can pick up soon.

  • p1 ama on 27/12/2014 - 13:04
    +1

    This is really just a lack of communication from all sides that has caused this. The main culprit here would probably have to be the fact that stores just tend to be extremely busy at this time and turnaround would be quite slow.

    I think the lesson would be not to be so quick with disputing the PayPal transaction. It would have been best to have waited for a little while with TGG before doing that.

  • Melbourne01 on 28/12/2014 - 13:09
    -2

     
    First of all Thank you Guys for participating in this discussion. Some of you guys have pointed out that because of boxing days expect delays. WHY? I am a Canadian and have lived and shopped in North America for many years including on boxing days and trust me most of the retails won’t come up with this excuse!!! It is very simple if your system cannot handle it or if you do not have resources Please do not open up sale channel that you cannot provide service though! N wherever there is a problem due to the Merchant or whoever else as long as the customer is not responsible they always make it up without letting the customer suffer or at least they will try to make it as good as it was if the order would have gone through! I should not have to suffer because of lack of resources with the company or website limitations or too busy shopping season!!! I have worked as head of products for one of the largest banks in ME and trust me Central banks and Asic would slam us big time even if try to come up with something so stupid as this excuse. Very simple - You cannot support it Then don't do it!

    I raised the dispute because 1) PayPal advised that payment has been made 2) TGG website advised - it has not gone through, please choose another method of payment!! 3) I raised it with TGG who advised me order will be processed if and when payment is confirmed.
    It is norm even before confirming the payment (which usually is done by system for most of the merchants) usually there is email saying that you have placed the order. So tell me should I have raised the dispute or not so that GG can confirm or cancel or refund my money as soon as possible so that I can buy some other tv and not miss on other deals!!!!

    Anyways as per some who said that I have raised the dispute too early, this is what’s going on:
    1)GG is saying they cannot do anything as the funds were with Paypal
    2)Paypal is saying they had released the funds before and after the dispute was closed.
    3)I have been Paypal member since 2006 and after a ton of talking they have agreed to escalate it to claims
    4)I have no idea where my funds are or what I have paid for- who would want to be in such a situation? This mean during ‘this busy shopping season ‘I have 1100 less in credit card limit and probably have to arrange for cash from somewhere to buy things!

    5) I cannot buy any other tv as I do not want to end up with two tv as don’t know what the outcome out all this is going to be

    Please tell me what I have done wrong to deserve this? Things like this make me miss my home country soo much but weather is good here. Anyways hopefully for some it can be a eye-opener or lesson to be learned hence I put this issue on the discussion forum.

  • Ughhh on 28/12/2014 - 14:25
    +2

    WHY? I am a Canadian and have lived and shopped in North America for many years including on boxing days and trust me most of the retails won’t come up with this excuse!!!

    Did a TGG rep say that, or are you confusing commenters here with REPs?

    Please tell me what I have done wrong to deserve this? Things like this make me miss my home country soo much

    How many issues have you encountered in Australia to make you say this? Shlt happens any where you go, sorry Australia isn't good enough for you. First world problems.

    • Melbourne01 on 28/12/2014 - 15:01

      Love Australia Mate..No doubt in mind about that…I am here by free will…not out of compulsion…I am not confused by any of commenters here Cause I know Oz bargain is all about helping and sharing and honestly everyone is giving their advise with a good heart …so I am talking it in a positive way and so should you Man..Don't make this personal because it is not!!

      N for your second comment- I have no where said that this kind of stuff does not happen any where. My friend this kind of stuff up happens but the question is- What do the companies who are responsible for do about it? Do they tell ya "Sorry mate we understand how it feels but stuff up happens and there is nothing we can do about it and you are on your own" or
      "We apologize for the stuff up, please let us make it right for you….we can do this…would it suit you .." this is what I was talking about My friend… N you don't have to go with the second choice…but this is the way I have learnt to do business! and most ppl would agree with the second choice…you can try going for a poll!! if you want too

      Don't know what your definition is about first world I am sure you would have got it right but it all starts with good service…not other way around!!! Lol

      • Ughhh on 28/12/2014 - 15:56

        lol if you think Im offended, Im not. This is the forum on the internet, I dont really give a crap.

        I agree with the second choice too, but even then you need to give them time and a chance to see what the problem is first. Also, what should happen and what you learn in school about business isn't what always happens in real life. If they choose to give poor customer service, vote with your feet, no point telling them how to run a business like N.A stores.

        To be honest, if you want that level of service "please let us make it right for you….we can do this…would it suit you", you might only find that in independent local stores or high end expensive stores.

        • Melbourne01 on 28/12/2014 - 18:01

          Hi Jlove thanks for clarifying that you didn't take it personally, cause no one should specially when we don't mean it. So thanks for that!

          Secondly there was and is a issue which I have raised with them ——only when It was prudent to do so and that too after letting them know what's been happening so may be I should have waited for another two/three days but by that time the whole purpose of being ozbargainer would have been defeated…i.e Would have missed on all the boxing day deals.

          Yes I agree with you that some of the organizations may not want to deliver their best service to the customers but at least that is what is not expected from them! After this experience I would never ever buy from GG again n I would never ever recommend someone to buy from them …at least online ? I am sure top management of GG looking at their mission vision purpose thing would not want to loose customers just like that. I was not talking from B.School point of view but from practical point of view. Having worked in various product departments for the banks even though it was part of my job, I would sometime personally do last UATs personally …just before the launch of online ..product…and if the problem ever comes to the customer we would always made sure he is happy with the outcome. I believe most of the Ozbargains would want nothing but the best service or atleast the best bargain!N even though there may be 100's of other negative examples of what I am about to tell..In my personal experience I always found that the companies tried their best to please the customer if it is companie's fault.( because I have lived mostly in NA…I can only quote their example..but I am sure most of the companies would be doing the same here but I am just laying my example..I wasn't telling anyone how to run business. Just laying down what I was expecting..JLove I have been told "there is nothing we can do about it". Can you imagine paying 1100$ to buy something and you cant figure out where your funds are…when in reality we as a customer shouldn't even be part of this backend payment process…N trust me (laughing out real loud) Now I DO Know …..stupid as it is…I am just hopeing I get my money back n on time…is that too much to ask for someone was just trying to buy a tv on boxing day..Lol! Anyways will let you know if and when it gets sorted out.

  • Melbourne01 on 29/12/2014 - 17:56

    Update: Nothing. Yet!.

    Cannot figure out what more I can do to expedite things!

    • PVA on 29/12/2014 - 18:20

      are you just cancelling the whole lot and getting a refund. I think thats your best bet.

    • juventino on 29/12/2014 - 23:20
      +1

      1. Contact the attorney general. He's quite a guy

      2. Chargeback via banks/credit card. Paypal loves this !!!!

  • Melbourne01 on 29/12/2014 - 19:05

    Hi PVA ….I wish I could just cancel the whole thing! Or better yet I wish I could teleport myself few days back and never buy from GG using PayPal in the first place. Lol. Thanks for your suggestion but in order for me to cancel GG has to accept my order or process my order first, I just hope that they sort this thing out sooner then later. GG is saying the funds were always with paypal and Paypal is saying something different. Don't know..just need my money or tv!!

    • PVA on 29/12/2014 - 19:06

      can you cancel it via your credit card/bank?

      seems to be a painful process you are going through.

  • Melbourne01 on 29/12/2014 - 19:07

    I have been informed by Paypal claims not to do so till they get a response from GG!

    • juventino on 29/12/2014 - 23:17

      You've worked for the banks before. You should be more knowledgable than someone from Paypal. Oh wait, it will take a few weeks for funds to start coming in if you cancel via banks or credit card.

      I don't think you'll have the patience for it.

      Take a chill pill.

      • Melbourne01 on 30/12/2014 - 17:31
        -2

        Lol! Don't understand why you think my Patience has anything to do with "me wanting to see my funds in my account asap" Patience has nothing to do with it…on the other hand -Value has everything to do with it. Don't know about you but for me for sure this money could me making me money every minute if it is invested! and if not invested at least I have my peace of mind that it is sitting in the bank account only depreciating by inflation markers ! above all I don't have extra money to be giving away even if it is for few days specially to big organizations.

        Everyday counts my friend..learn to value n respect your time, your money. I don't think I can stand for a wrong corp behavior. If you want to Please by all means!

  • Melbourne01 on 31/12/2014 - 17:53

    31st Gone as well..No answer yet….N Tomorrow is a holiday n then weekend……Will only update now once I get my money back…stay tuned Lol!

  • jdf on 31/12/2014 - 21:29

    SwanHill, fwiw I made a couple of purchases on boxing day & the day after and while all of them showed immediately as they generally do on the credit card, 2 of them didn't…….not even a purchase authorization or anything to the same effect. They finally turned up yesterday. It could be the same with the money, maybe it did go through but some glitch has prevented it from showing up in TGG's records.

  • Melbourne01 on 01/01/2015 - 21:26

    Hi Guys
    I think by all standards a)I have waited log enough b)tried everything from sending formal emails to phone calls that I could to resolve this matter and it seems GG does not care to resolve this matter at all and for sure all this has caused stress including financial as my funds are tied up n I have also lost other good bargains including store credit that I was supposed to get along with sony 4 K movies HDD. I will lodge a formal complaint to highlight this unsupportive corp. behavior. Yes I am sure I will get my refund via Paypal but don't think it is about that any more.

    Could someone please suggest/advise me on the authorities that I can lodge my complaint with other than lodging civil complaint which I will follow as a last resort.

  • Melbourne01 on 07/01/2015 - 22:57

    So finally so finally some out come: I could see that PayPal has released the fund! and good guys…. Behaving in not so very good way have refused to honor the deal! I guess I am sick and tired of this BS and have decided to move on to finding ahhh may be another good deal somewhere else but definitely never with Good guys!

    • raj koothrappali on 07/01/2015 - 23:06
      +1

      Its a boon in disguise. There are quite a few deals out there for a 40 inch TV under 1100. Like this one:http://www.appliancesonline.com.au/lg-40ub800t-40inch-102cm-ultra-hd-4k-smart-led-lcd-tv

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