Geekbuying Ignored my requests to cancel order and forcefully shipped it out [Response below]

Baebs on 22/09/2016 - 12:10
Last edited 23/09/2016 - 16:08

Dear Ozbargainers, just seeking some advice about this strange situation with Geekbuying.com

So here's the run-down,

After 2 days of my order being in the "Payment confirmed, processing" stage, I decided to cancel the order and opt for a local supplier.

I sent an email to them asking to cancel the order + messaged Clear to ask them to cancel it. Clear confirmed that Geekbuying had acknowledged my request to cancel the order.

Geekbuying also sent me an email at 8pm asking me why I wanted to cancel the order. I responded by stating I needed the product earlier than anticipated and thus needed the order cancelled.

Now i've discovered that my order has been "shipped out" at at 2am despite them being aware that I wanted the order cancelled.

They also stated that processing times may take 3-7 days but 'miraculously' it was shipped out on the 4th day a mere few hours after I requested to have the order cancelled.

So, what are my options? They clearly acknowledgged that I wanted the order cancelled but then decided to ship it out anyway, are they in the wrong?

Am I still able to get a refund considering the order was still processing at the time?

Regards.

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Comments

  • iDroid on 22/09/2016 - 12:24
    +4

    I feel your pain, but in reality your reason is that you wanted it sooner - it's now been shipped, this is inline with your desires.

    I wouldn't waste any energy on the 'principle' since you're essentially getting what you wanted (sort-of).

  • Paul Atreides on 22/09/2016 - 12:25
    +2

    what do the website ordering t&cs say?

    • Cheap Charlie on 22/09/2016 - 14:07
      +2

      Valid point.
      Wanting to cancel the order and being entitled to cancel are 2 different things.

    • Baebs on 22/09/2016 - 17:22

      They don't appear to have a policy on cancelling orders, buyers are even entitled to return items at their own discretion:

      (1. 7 Days Disliked item (replacement or refund warranty) )

      They haven't even bothered to respond to my last email despite being active for the first 2 exchanges, I wouldn't recommend dealing with these guys. They're no different to the rest being happy to take your money and non-compliant to give it back.

      For all I care, they could have simply changed the status to shipped despite it being in the processing stage.

  • k-rokfm on 22/09/2016 - 12:41
    +1

    It may have been shipped before they had acknowledged your request to cancel as well. It does often take systems a while to update from say in processing to shipped so there is completely the chance that it had already been shipped before this happened.

    • Baebs on 22/09/2016 - 17:26

      Fair point however they told me that the item hadn't arrived in their warehouse yet for "testing and packaging" so it couldn't have been shipped beforehand.

  • Diji1 on 22/09/2016 - 12:58
    +1

    forcefully

    I would report them for assaulting you.

  • Baebs on 22/09/2016 - 19:43
    +1

    Update:
    "Hi dear sir ,

    we are so sorry ,it is our fault :-( I am so sad and i was punished by our manager also :-( so sorry for my mistake .
    sincere the package has been shipped out ,we can not cut it back anymore ,
    if you really do not want it anymore ,please refuse to sign once it is reaching you .just let it be returned ,
    we will give you full refund once we get the returned package ,so sorry for the inconvenience"

    It was a simple mistake so ignore what I said about them, guess i'll be waiting for the refund..

    • Paul Atreides on 23/09/2016 - 07:37
      +1

      ty for the update OP

    • AssociatedClear @ Geekbuying on 23/09/2016 - 11:23

      GeekBuying saw this post not long after you posted it.

      Good that they've responded.

      • Baebs on 23/09/2016 - 12:12

        Indeed, I did receive an email before the one above from pre-sale support encouraging me to just accept the package since they couldn't ship it back.

        I'm glad the more recent email above gave me a more favourable option.

      • yardglass on 11/10/2016 - 01:58

        Hi there,

        When the OP says he messaged clear to ask them to cancel it, does he mean you? Do you work for them? I have been trying to cancel my order as well as they are now saying it's a pre-order when it most definitely wasn't when I ordered it.

        If I message you my order number can you cancel my order?

        • AssociatedClear @ Geekbuying on 11/10/2016 - 08:59

          Yeah he means me and I don't work for Geekbuying. If you PM me your order number I can ask their staff to cancel the order.

    • Cheap Charlie on 23/09/2016 - 15:35

      I am so sad and i was punished by our manager also :-(

      Are you sure you didn't accidentally place your order with a dominatrix supply company?

    • Cheap Charlie on 23/09/2016 - 15:46

      In light of the above, perhaps consider changing the tittle to this post?

      • Baebs on 23/09/2016 - 16:10

        Done. I'll update it in the future as resolved when I receive the refund.

  • [Deactivated] on 11/10/2016 - 08:50
    +1

    There is so much automation with these big companies - I can be really hard to stop orders as they move through the process. It would be surpsied if it would have been intentional. The shipping a few hours after your email would have been a coincidence.

    • Baebs on 11/10/2016 - 11:56

      Actually since you're here i'll give the update:

      Coincidentally, despite being advised to just refuse to accept the order, the deliveryman actually didn't ring my doorbell at all and instead put the package in the letterbox.

      Now i'm stuck with this annoying delivery process to try get it back to them.

      E: at least they're replying to emails.

  • superadmin on 11/10/2016 - 21:05

    I bought a phone from them which is dead on arrival. I received one email. However the product is still defective and I have not received a refund yet.

    Any advice? I will probably need to do a charge back for the credit card

    • superadmin on 11/10/2016 - 21:06

      They only sent one email and have not responded after this

      • Baebs on 11/10/2016 - 21:19

        I got juggled around for a few days as well, make sure you send an email to [email protected]

    • Baebs on 11/10/2016 - 21:17

      Hey i'm sorry to hear that, I did receive a word document attached to my email detailing instructions on how to deliver my order back to them. I'm not sure about the policy concerning DOA's since your issue is different to mine but the return process should be similar so email [email protected].

      I haven't gone about sending it back yet since it took them a few days to respond + I haven't done this sort of thing before, things just keep getting more complicated - what if they pretend the package never arrives back etc.

      Here's an except from my email if it's of any use:

      "We will refund you once received the returned parcel.
      About the shipping, please pay attention to the following:
      1. Send back the item WITH the original cables & charger.
      2. Please send item back to us through local post office instead of express service like DHL,UPS,TNT,FEDEX… as it likely will incur import taxes when it reaches customs and it may also be delayed during the customs clearance process. If we can't receive the item we can't arrange the replacement or repairing.
      3. Please print the attached authorized paper out and fill in the information ( ORDER NUMBER & the problems),
      4. Pack the item carefully with bubble and make sure it won’t be damaged during the shipping, declare the package as "Gift " and low values (lower than 30 usd ) if you can.
      5. Inform us the tracking numbers after you send and we will inform you when it arrives.
      If the shipping fee with tracking number is too expensive, could you please send it back without the tracking number which can save the cost?

      Thanks for your kind understanding and cooperation."

      Idk whether it should be done via standard post or economy air (Auspost)

      • superadmin on 11/10/2016 - 21:21

        Seems potentially dodgy. My credit card company said you need to show the tracking number and that they signed it. Else there could be issues. But also with expensive items they might just choose to not sign or accept it. What happens then?

        • Baebs on 11/10/2016 - 21:29

          My credit card company said you need to show the tracking number and that they signed it.

          Are you talking about the package that you have received/eligibility for chargeback?

          But also with expensive items they might just choose to not sign or accept it.

          No idea, i'm also wary of this.

          I'd suggest waiting for a reply from them first, i've never done a chargeback before but i'd also assume that is problematic.

          Perhaps @Clear can offer some insight.

        • superadmin on 11/10/2016 - 21:54

          @Baebs:
          Are they offering to pay for the return shipping? How is this arranged?

        • Baebs on 11/10/2016 - 21:56

          @grandfather:
          I asked them this morning whether return shipping is paid for, i'll update when I get a reply.

          The email said "If the shipping fee with tracking number is too expensive, could you please send it back without the tracking number which can save the cost?" so i'm not sure if they're trying to save themselves the cost or it's to benefit me.

          I shouldn't have to pay return shipping in my case since it was a mistake on their part.

        • Baebs on 13/10/2016 - 20:14

          @grandfather:
          Just an update, return shipping will be paid by them.

        • superadmin on 13/10/2016 - 20:17

          @Baebs:
          For me, they want me to pay first and they will pay up to 25 dollars. Is that the same for you?

        • Baebs on 13/10/2016 - 20:22

          @grandfather:
          I was expecting to pay for delivery then have the total amount refunded, no idea how it normally works. Going with Standard Auspost so it gets there quicker, what are you planning on doing?

        • superadmin on 17/10/2016 - 00:59

          @Baebs:
          How much was your delivery fee in the end and time it takes to get there?

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