Sony Store Not Fulfilling Order

dmorg78 on 13/01/2017 - 12:36

Hi Guys,

At Christmas, I grabbed a pair of the Sony h.ear headphones from the Sony store from the below deal.

https://www.ozbargain.com.au/node/284121

To this point, nothing has been delivered. I called Sony last week to see if they could change the shipping address to my work. They couldn't locate the order. It seems that when you call Sony for support, you don't actually get through to the Sony Store, so this person emailed the Sony Store to try and track down the order. There had been no response, and after calling them for a third time today I am still no further in under standing if my order exists, and whether it will be fulfilled. Apparently the OS call centre that I've been speaking to cannot call Sony Store directly and can only communicate via email. The store aren't responding to these emails.

After the initial order, I received a confirmation email, the order was on the Sony website under my account and my credit card was debited. The order number and copies of the initial confirmation email have been sent to Sony.

I understand it's not easy to ship during the Christmas break, but I'm frustrated with the overall lack of response from Sony. I've just pulled the old "I'll make a formal complaint with the ACCC", but I'm sure that is another ball ache that I just don't need at the moment.

Has anyone else had similar problems with the Sony Store with their orders over Xmas? Any advice on what I should do next?

thanks
Dave

General Discussion

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Comments

  • plmko on 13/01/2017 - 12:56

    You ordered a back order item that is still on back order, Ozbargain must have swamped them as there are 4000 clicks on the page. My order just shipped 2 days ago. Either cancel it or keep waiting, simple.

    • dmorg78 on 13/01/2017 - 13:02

      I'd normally agree with you, but in this instance they say they have no record of my order number.

      • forumninja on 13/01/2017 - 13:10
        +1

        Do a credit card chargeback.

        • dmorg78 on 13/01/2017 - 13:12

          Still want the headphones though. Can't get them anywhere for $250 now.

        • Lukian on 13/01/2017 - 14:51
          +1

          Keeping waiting. Do a credit card chargeback when you give up or if they never arrive.

  • inherentchoice on 13/01/2017 - 13:19
    +2

    I'm still waiting for my $25 voucher which was promised in 2015.

    https://www.ozbargain.com.au/node/226290

    I wonder if I will get it soon?

  • urahara on 13/01/2017 - 14:16

    I paid $50 extra and did a price match at HN ;)

  • eqv on 13/01/2017 - 19:20

    The Sony call centre is quite hopeless in resolving real issues. I raised an issue with them back in Oct 2016, and still not resolved yet today. I had to keep telling them the same thing over and over again, quite frustrating.

  • eldonuts on 16/01/2017 - 22:06

    Exact same thing happened to me, they said they couldn't find the order (except I used PayPal and the payment reversed eventually). I asked them if they would still honor the price, but haven't got a response yet.

  • dmorg78 on 17/01/2017 - 18:00

    Emailed Sony today and they called me straight back. Order located and headphones on back order. ETA is 8th February. Happy to finally have some info, but given I ordered on Christmas Day, a bit disappointing order won't be fulfilled earlier.

    • s3n on 27/01/2017 - 13:00

      Who did you email?

      I'm completely in the dark and have been trying to speak to someone who knows what's going on for a month now

      • dmorg78 on 27/01/2017 - 13:34
        +1

        I called the general support line to initiate the ticket with them, then email going forward after they had given me a ticket number.

        Absolutely the worst online retail experience I have had, hands down. They did call me though to say that they had found my order and it would be arriving at Sony by the 8th Feb and sent to me some time after this date.

        Good luck with it. Chances are it is the same circumstances. I don't think they have ever actually "lost" the order, but the support team doesn't have access to the overall ordering system…..well that's my guess anyway.

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