Problems with Shopmonk. Please Dont Buy from Them!

LMargo444 on 07/05/2018 - 10:16
Last edited 07/05/2018 - 10:41 by 2 other users

Hi all,
I am a constant user of OzBargains. However, never had a need to voice anything. Untill now…
I bought S8 Galaxy when I saw the deal last December.
Alot of you probably aware that there is a online shop going by Shopmonk.
It was said before and it will be said again. Their customer service is appalling.

I have been waiting for reply to my last email, sent 01/02/18, with no luck and it is 07/05/18. I have called them numerous times and email additionally after as well.
As per the email, I have notified Shopmonk that the issue with the phones Accelerometer Sensor has not been fixed even though I have sent the phone to the Shopmonk Warranty and it has been at the facility for at least a week.

On 25/01/18 I have received an email notifying me that my GPS is working fine. I have replied back straight away explaining and quoting my original email, sent 06/01/18, that the issue is with the non-responsive Accelerometer Sensor.
As per the email that followed, from Shopmonk customer service, I was told that I will be updated on the status within 48 hours.
I did not receive any update on the status of the repair, only to receive the phone back on the 01/02/2018. Upon inspection of the phone the issue was and is still present. After paying reasonably big amount for the phone I have expected better quality product and service.
Up to this day the phone is unusable and my only way is to go through Vtac.

I warn you not to use them. Even if the deals are tempting.

Kind Regards to all of you,
your fellow OzBargainer.

Mod: Removed allegations of "scam".

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Comments

  • Margo444 on 07/05/2018 - 10:17

    @shopmonk

  • Hybroid on 07/05/2018 - 10:19

    Your phone is under warranty, send it to Samsung, not some marketplace seller.

    • Margo444 on 07/05/2018 - 10:24

      Well since shopmonk imports their product I have to go through them. It also means shorter warranty on all of their products!
      :(
      I have contacted Samsung Australia, and they told me to get it sorted with Shopmonk. Since, they dont cover imported Samsung.

      • Hybroid on 07/05/2018 - 10:31
        +1

        Ah that sucks, guess that's the risk of saving few bucks ordering from abroad. I know Apple provide international service for products so would assume Samsung would too. Maybe worth trying Samsung again, might get a nicer service agent this time?

        • Margo444 on 07/05/2018 - 10:37

          Unfortunately. But as I have noticed many people have trouble with them.
          Yeah, I might give it another go. Hopefully, it will work.
          Its such a nice phone otherwise. But without Accelerometer Sensor its unusable.

        • Margo444 on 07/05/2018 - 16:58

          Once I mentioned Vcat, I finally got a reply. After Month of no response and their phone being disconnected. With them suggesting for me to factory reset. Which I have done more then once attempting to revive the sensor that is broken.

    • Margo444 on 07/05/2018 - 10:54

      In December they still haven't reached that level of negative reviews.
      I was unfortunate enough to trust them.

    • JTTheMan on 07/05/2018 - 11:03
      +1

      Wow, this is a very dodgy seller after reading those reviews!

      They mirror my exact experience

      "From: Shopmonk Customer Care Australia <[email protected]>
      Date: 3 May 2018 at 2:57:49 pm AEST
      To: ———[email protected]
      Subject: Re: Contact Form
      Reply-To: Shopmonk Customer Care Australia <[email protected]>

      Hi ———,

      Apologies for the delay in delivery and inconvenience caused.

      Your product will be dispatched today and will be delivered within 3-4 working days.

      We request your patience in this regard.

      Thanks
      Shopmonk Australia"

      I think I will go straight to Paypal and ask for a refund.

      • JTTheMan on 07/05/2018 - 23:07

        After I opened a PayPal dispute I get this email
        “ Greetings from Shopmonk!

        We are glad to inform you that your product is being shipped from our warehouse today via our logistics partner DHL / Australia Post. The invoice for this shipment is enclosed as an attachment.

        It should arrive at your doorstep within 7 business days.”

  • myusername on 07/05/2018 - 11:10
    +1

    i bet those people that left 5 star reviews are staff or associated with them

    • Blitzfx on 07/05/2018 - 13:49

      People don't typically go out of their way to these sites to leave positive reviews. The main reason people go is to see if other people have complained and/or submit your own complaint. (just like glassdoor)

      Leaving 5star on ebay, for example, is different because it's just 2~ clicks away from the home page.

      It's a really high chance the 5 stars are fake.

      • tranter on 07/05/2018 - 14:39

        Yes most likely fake reviews. I also remember a post here last year about how Shopmonk left fake reviews and ratings on their eBay shop when they just started up.

        When Shopmonk initially became popular on OzBargain earlier last year there were already red flags and dodgy behaviour apparent. Even so, they were still promoted and defended by prominent and influential OzBargain members.

      • nailsforlunch on 12/05/2018 - 19:10

        They get 5 stars from me.

        I ordered Saturday morning, it arrived on Monday morning. 0 business day shipping. It was the best online shopping experience of my life. They likely do deserve the 5 stars they have received.

        • tranter on 16/05/2018 - 20:20

          Just hope you don't need any warranty support.

  • Ocker on 07/05/2018 - 11:32
    +1

    Reckon if I was going to spend big bucks on a product from a grey market importer then I would do a background check of the seller.
    This crowd have terrible reviews on the EBay store site and also ProductReview.
    Not for me!

    • Margo444 on 07/05/2018 - 11:59
      +1

      At the time I did my background check they didnt seem so bad.

    • Blitzfx on 07/05/2018 - 13:56

      I was wondering the same thing, why the ebay deals from them were so upvoted. Their % rating is garbage.

  • cheap-andrew on 07/05/2018 - 11:55

    https://www.ozbargain.com.au/node/372850
    Scroll to the bottom to find out about their shipping times…
    It feels like a pattern is forming.

  • mickeyjuiceman on 07/05/2018 - 11:55
    +1

    They are just terrible. After a month of waiting for some movement on my Xiaomi Mi A1, I cancelled and ordered via DWI a week ago, and it's currently out for delivery.

    They lied in emails, they rang me and lied to me, just stay away from them.

    • Margo444 on 07/05/2018 - 11:58
      +1

      Cant agree more. Although I didn't have problem with delivery, it was every other aspect of the service!

  • pantsparty on 07/05/2018 - 12:25
    +2

    This is why I just spend more money and buy a phone locally. I know everyone has a preference in the Apple vs Samsung vs Google vs whoever game but the Apple Genius bar is a very handy thing to have - I am surprised other brands don't have the same thing. My phone once had an issue and they gave me a new phone on the spot to replace it.

    • Margo444 on 07/05/2018 - 12:28

      Well they do that with the phones bought within Australia. But not international. Im guessing because Samsung products have variety of the same model.

    • mickeyjuiceman on 18/05/2018 - 16:58

      I am surprised other brands don't have the same thing

      Yeah, because that sort of thing is free and doesn't require phones to be $1500 or so in order to price that sort of thing in. Why don't they all do it?

  • datzed on 07/05/2018 - 14:59
    +1

    Yeah businesses like this deserve no sympathy. Thanks for making this thread. I'll steer clear!

  • Series4Episode10 on 08/05/2018 - 07:37

    Voice your concerns with "Destroy my Jeep" he (Ashton Wood) has a web site and a FB page, he has been able have australian consumer law changed in his efforts to bring dodgy and poor customer service after his Jeep which he bought new was a lemon, Chrysler Fiat, instead of fixing the crap vehicle served him with gag orders and gave advice such as "Sell the vehicle" the companies sales are a quarter of what they were before this.

  • Mahesh007 on 26/07/2018 - 12:08
    +1

    i AGREE WITH ABOVE THREAD. SHOP MONK IS REALLY BAD. NO REPLY FROM CUSTOMER SERVICE AT ALL.
    THEIR CONTACT NUMBER IS UNRESPONSIVE TOO.
    I BOUGHT NEXUS 5X, NOT WORKING AND STILL UNDER ONE YEAR WARRANTY. NO REPLY FROM CUSTOMER SERVICE
    NOT SURE WHAT TO DO

    ANY IDEA GUYS ????

  • Neutrino777 on 19/08/2018 - 10:47
    +2

    Do not buy from shopmonk!!!!!, they are not based in Australia so you may not be covered for any warranty claims. I actually received my product a Xiaomi 2 roborock vacuum, which worked great for a number of months. But I started receiving a FAN Error alert, tried everything I could to resolve, but decided that I should contact shopmonk, seeing as it was still under warranty. They responded instantly and requested I send my faulty device for repair to their Geelong warehouse. Which I did… that was in April 2018, since then I have had no response to multiple emails, phone calls, I even managed to track down the CEO of an associated company, who said he would pass to the relevant people, still no response. So now I am over $600 out of pocket. I will be putting in a claim with NCAT and see if that gets me anywhere.

    • ty99234 on 21/08/2018 - 20:59

      Would like to know how you went,

  • dexx on 12/12/2018 - 19:26

    I wish i'd read this thread earlier. I bought a Xiaomi phone from them a few months ago. It arrived quickly enough. Then 6 weeks ago it simply stopped working. I emailed them and they replied that its still under warranty and I should send it to them. So I did. A week later I emailed them to confirm they received it. no reply. Ive emailed and called many times since - no reply.

  • Cheeper on 12/12/2018 - 21:24

    Did you send it as a registered parcel?

  • gary1125 on 13/12/2018 - 08:21

    I bought a phone from them. It has some problems that are supposed to cover under warranty. However, after I sent the phone to them and explained what was wrong, they simply returned it back and said nothing was wrong. I called, emailed but no one responded.

    DO NOT waste money and time with them!

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