We recently bought a computer from a big company, cant mention name as it is still ongoing. It cost over $1k and we have been on the case for more than a month! The experience is so bad that although I do empatise with businesses, but we feel like we should not let them go this time.
First did online chat with Sales, and committed to buy the item straightaway. Happily paid in full after 20-minutes chat, and was told further emails will come. (At this point there was no doubt in my head that they do have stock. Correct?)
Within a few hours their email arrived which said item will be delivered 3-April. That's 12 days from date of payment, so not bad.
3-April came and gone, no sign of the item so we emailed the Sales Rep. Took a few emails to get replies: from Customer Service: emailed and asked silly questions like "show us the proof of payment, your credit card statement". We were furious because Order Number and emails link was already provided. So we emailed back all the chat logs, bank payment ect……
Weekends came and gone and finally on 17-April, the Sales Rep rang and mumbled something like "end-of-line"……. I had to cut short and said are you out-of-stock, to which he mumbled positive, and went on and asked me whether I have any other models that I wanted….. Needless to say I was very furious by that stage. For weeks they have been ignoring us, not responding to emails and now this? Long story short they agreed to give full refund. Some of the emails have names of the Supervisors.
We feel really gutted that a big company like this can just ignored us well past the expected delivery date. I can handled slow delivery, or even cancellation. But being shafted like this, and having to talk to different people, providing proof and all that is totally unacceptable. I have searched and it seems submitting complaints to the higher level is not all that easy…… So hopefully the ever-resourceful OzBargainers can guide me to the right direction.
Thank you all!
It is a long time to wait but what else would you get besides the refund? Maybe a discount on a next sale? It sounds like you won't be purchasing from there anyway.
Prepare to be blasted by the oz bargain community for asking compensation lol.