Delayed Orders/Lack of Communication from CGB Solutions

LFeiirn on 31/07/2020 - 19:31

Hey guys,

I'm new to Ozbargain (and making large online purchases!)

I ordered a PC from CGB solutions a month ago, and I still haven't received any tracking. I can see in the comments of some of their deals that a lot of people are having this issue and are understandably quite frustrated - my biggest issue right now is that they aren't responding to my emails. It's so stressful when making a costly purchase, not receiving the item, and then having no communication as well.

How is everyone else going with them, and has anyone actually received an order from them in the last month?

Thanks!

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Comments

  • brokenglish on 31/07/2020 - 19:47
    +1

    OP please make a poll yes/no if they've received their order from CGB Solutions.
    Store should be banned 🤷‍♀️
    Even though TechFast is Fast, at least they deliver.

    • Feiirn on 01/08/2020 - 11:15

      I'm also wanting to know if they're responding to emails, though. But good idea!

    • icanconfirm on 06/10/2020 - 23:21

      Did you escalate the concerns to admin here?

  • randomusername2017 on 31/07/2020 - 20:26
    -4

    Wouldn't it have been cheaper to purchase with staff discount from techfarce?

    • Feiirn on 01/08/2020 - 11:16

      I'm not really sure what that has to do with my question

  • eric00119 on 01/08/2020 - 07:55

    No nothing

    • Feiirn on 01/08/2020 - 11:17

      Ugh so annoying! I wish they'd get back to us, I just want an update.

  • Bargain4Days on 01/08/2020 - 12:53
    +1

    I wrote this email, as my mate order his pc 5 weeks ago and all they are doing is changing the eta, just fill in the blanks and send it to their support.

    Hi,

    To whom may this concern, I have made an order on (Date of Purchase) for the following goods (Name Product), my order number is (Order Number). I have emailed today for the reason of not receiving my PC. I have sent numerous emails, to which were just the typical computed generated response, I have been misled several times on the shipping times of my PC. It has been 5 weeks, far from the estimated time of between 2~3 weeks. I have since asked for a refund as you cannot provide the PC. Under the ACCC Law it states;

    Under the Australian Consumer Law, businesses must not accept payment for products or services if:

    they do not intend to supply themthey intend to supply materially different products or servicesthey know, or should have known, they would not be able to supply the products or services within the timeframe indicated or if no timeframe was provided, within a reasonable time.

    I have sent an email requesting for a refund as you cannot meet the terms of the contract, in which you replied with an agreement along with a 10% restocking fee, I am in disbelief that a product which was never in stock, nor was in order was recharged from me for CBD solutions inability to fulfill the contract nor any correct and detailed information on the shipping time of this product.

    In conclusion, this is not a threat, rather my concern and patience being tested.I wish to be refunded in full without any fees or negative charges within a reasonable amount of time.

    Regards, (Your Name)

  • qvntmflx on 01/08/2020 - 13:45

    I ordered the following deal: https://www.ozbargain.com.au/node/547051

    I received the following email on July 17:

    "Dear valued customer,
    We’re working with getting as many PCs out as fast as possible,
    We have had some issues with getting our Armageddon Cases from our supplier due to Covid19,
    Some builds cases will be upgraded to the following:
    If you ordered the Kagami K1, you may receive the ANTEC NX310 instead
    If you ordered the Athena M1, you’ll be upgraded to the Deepcool Matrexx 55 Mesh 3F/4F variants of the case
    We have run out of GPU stock,
    New stock is expected next week for 5700XT so orders can start shipping out as builds are complete but just waiting on GPUs,
    We currently have limited staff on hand due to Covid19 restrictions as we’re based in Melbourne, this has greatly affected our dispatch times and sometimes left our phone lines unmanned,
    We’re working to get all orders out as fast as possible,
    If you have any questions we’ll do our best to answer them"

    They mentioned on OZB on July 23 that orders have shipped with ASUS TUF and yet I'm still to see anyone receiving tracking information on here.

    I tried asking for an update earlier this week on here and via email and haven't received a response. I then tried to message them on Facebook where they got back to me within a couple hours with the following message:

    "Hi, some orders have shipped out, our next shipment is coming in with more GPUs early next week if it's running on time, we're trying our best to get as many PCs out as possible with reduced staff"

    Look.. I don't want to slam them yet, or start panicking. I realise that we live in unprecedented times and that things must be even harder in Melbourne at the moment, but at least take 5 minutes to draft a quick email update every few days or so. It's a lot of money we're talking about here.

    • Feiirn on 01/08/2020 - 18:31

      I ordered the exact same deal, and got the exact same response a week ago. I agree, an update every few days, or even once a week would be nice.

  • Bro-Die on 05/08/2020 - 10:23

    Dealing with this now. Ordered nearly 5 weeks ago (original ETA 3-4 weeks). Had to continuously chase for updates which keeps getting pushed back. They've offered me an upgraded HDD and express shipping. Just want my very expensive PC to arrive as promised.

    • Feiirn on 05/08/2020 - 23:27

      Seems like none of us have received it at this point.. The communication is bloody awful

  • Bro-Die on 12/08/2020 - 16:25

    Anyone received their order yet?

  • qvntmflx on 12/08/2020 - 17:08

    I even told them to go and post an update in here, something which hasn't happened.

    I emailed them again two days ago, no response, messaged on Facebook this morning and got a reply within two hours.

    "Hi, all shipments should be clearing employees dispatch points tomorrow"

    If I haven't received any sort of concrete evidence of my computer being sent out tomorrow/before the weekend, I'll be requesting a refund first thing on Monday.

    • Bro-Die on 13/08/2020 - 07:46

      They haven't replied to me since Monday, when they told me they were just waiting for a gpu order to arrive from DHL and then would send me unit urgently. I'm issuing a charge back on my card if they don't message me today. Utterly ridiculous.

  • kindra on 13/08/2020 - 08:45

    Ive issued a paypal dispute, going to get refund back.

  • Syn on 13/08/2020 - 09:44

    Sounds like someone got their computer, with an issue of incorrect RAM, https://www.ozbargain.com.au/node/554957. At least someone got it!

    • kindra on 13/08/2020 - 11:10
      +1

      Oh no.. that’s not good.. I just got my shipping details, hopefully all correct parts.

      • Syn on 13/08/2020 - 11:31
        +1

        Good to hear! Hope I get my shipping details soon as well :).

  • Bro-Die on 13/08/2020 - 10:57

    Finally got a reply from them on Facebook! Alledgedly shipping today. Hm.

    THEM: Hi, sorry for the delay you will receive shipping information today.
    ME:I've heard that before.
    if I don't have my shipping details by close of business today I will proceed with filing an ACCC investigation and notify my bank of a fraudulent charge.
    THEM:No worries

    • Bro-Die on 13/08/2020 - 11:26

      Update : just got my shipping confirmation

  • icanconfirm on 13/08/2020 - 20:52

    Subbed

  • kindra on 14/08/2020 - 08:27

    Anyone’s status changed to in transit? Usually when it’s ‘being prepared’ status they only lodge it online.

    • Bro-Die on 16/08/2020 - 01:05

      Yep mine is due to be delivered Monday (notification from aus post)

      • qvntmflx on 16/08/2020 - 13:05

        Did you get an email with your tracking number?

        • Bro-Die on 17/08/2020 - 13:18

          Yes, from CGB and also from Aus Post

  • Syn on 18/08/2020 - 09:09

    Have you received your order, and were the specs correct?

    I asked them on FB about my order, they said it would be dispatched last Friday, haven't received shipping info, so I am guessing that was not the case.

  • WinstonWithAY on 18/08/2020 - 21:52
    -1

    Hi everyone
    I'm considering getting a custom order from them similar to the one you all bought with some changes, paying via bank transfer? Those of you that have experience with them, any advice?
    Thanks

  • qvntmflx on 21/08/2020 - 10:09

    Anyone in Sydney received theirs yet? Been saying "shipping information received" since Monday for me.

  • Bro-Die on 21/08/2020 - 12:54

    Mine was missing the wifi and bluetooth adapter, which they've mailed out separately to me after exchanging words on Facebook. My case also has a scratched front panel that they initially refused to acknowledge as damaged "because it doesn't affect functionality" but have since said they will do a swap over for provided I pay a holding deposit on the new case when it's back in stock. Not the best experience in the world after being 3.5 weeks later than promised.

    • WinstonWithAY on 21/08/2020 - 14:21

      What motherboard and power supply did yours come with if I may ask?

      • qvntmflx on 22/08/2020 - 07:56

        I have requested a tax invoice three times with details of my spec and they haven't sent me one yet. Still just this bloody tracking number

    • cheesecactus on 26/08/2020 - 01:38

      I was under the impression the motherboard would have built-in wifi as it was described as

      "Motherboard: B450 AM4 Motherboard w/ AC Dual Band WiFi"

      Is this not the case?

  • qvntmflx on 22/08/2020 - 07:49

    Are people going to start asking for refunds? Would be good if we could do this with PayPal collectively if there's any issues.

    Apparently orders have now been halted because of faulty CPUs? I haven't received a single update on my order that was meant to leave an employee's house on Monday. Tracking number shows order being prepared.

    • Syn on 22/08/2020 - 19:46

      Thinking about cancelling via paypal.

  • qvntmflx on 22/08/2020 - 10:14

    "On Tuesday night we had 4 units with power supply issues, this has made a fault evident, we recalled a number of systems and had to get in replacement PSUs.
    It will leave Monday"

    • Frayin on 22/08/2020 - 15:28

      It sounds like they're making shit up. I'd guess they didn't have the stock to build the influx of orders they received but still continued to take orders. I'm glad i went with TitanTech.

      • WinstonWithAY on 23/08/2020 - 23:16

        It's such a shame because CGB are offering a great deal. Titan Tech have a build that was supposed to be posted on Ozbargain today that will be posted hopefully tomorrow, maybe it's priced just as well.

      • Syn on 24/08/2020 - 09:53

        I just got a FB message from them saying it will be dispatched today… not holding my breath as I was told this last week… How did you do your refund Frayin? Was it through Paypal?

  • qvntmflx on 26/08/2020 - 11:30

    Copy/paste from the deal comments:

    Update from me: so I got my tracking number last Monday, was told it was leaving an employee's house the same day. Found out about the faulty PSUs on here on Thursday and messaged them again, they did not actively inform me about this. Fast forward to two days ago and I received a tracking update on the same number, it had finally left Melbourne bound for Sydney. It showed up early this morning. I'm currently at work so haven't opened it yet, will get back to you all if there are any issues.

    Proof of delivery: https://imgur.com/a/9y2RsO6

    • WinstonWithAY on 26/08/2020 - 19:13

      Can you take photos of the system's internals please?

  • qvntmflx on 26/08/2020 - 19:48

    Back again! Haven't been unable to start up the computer yet unfortunately as the CPU cooler had completely unclipped and I don't have any thermal paste at hand..

    Photo along with CGB's response: https://imgur.com/a/x4HvJRm

    Will post more specs and photos after dinner

    • WinstonWithAY on 26/08/2020 - 20:00

      Wasn't there something under the glass panel to prevent something like this happening? Don't pre-built systems include some soft packaging internally to prevent parts from moving or coming loose in shipping? I also don't think you should be expected to fix this personally especially when you're buying a prebuilt. Please post full specs and photos of cable management etc when you can.

      • qvntmflx on 26/08/2020 - 20:12

        Should've taken a photo of the packaging in the computer in retrospect but I updated the gallery with a photo of what was in there. And I agree, I'd just rather do it myself than send it back to them haha

        • WinstonWithAY on 26/08/2020 - 20:14
          +1

          I doubt that issue is their fault but it still should be packaged well enough that that sort of thing doesn't happen. That packaging is acceptable for a $5 package from Amazon not a $1500+ gaming system. This is the sort of packaging it should have, not some inflated plastic bags
          https://pcper.com/wp-content/uploads/2019/11/ibuypower-pc-pa…

          • qvntmflx on 26/08/2020 - 23:03
            +2

            @WinstonWithAY: 100% agree with you.

            Anyways:

            Late reply but got some more photos: https://imgur.com/a/lrjnDVx

            So from what I've gathered, I've got:
            2 x 16GB Team Vulcan Z 3200MHZ DDR4 (TLZGD416G3200HC16CBK)
            1 x 1 TB Toshiba 1TB Sata (MQ04ABF100)
            Haven't had a proper look at the SSD yet, but looks to be a 512gb Biostar branded one
            Biostar 5700XT EXTREME Triple Fan 8GB GDDR6
            Ryzen 5 3600
            VOLTRON GOLD 600 RGB PSU
            Deepcool Gamaxx 400 CPU Cooler
            Matrexx 55 Mesh Case

            I paid for the 1TB upgrade, but have received the case upgrade and the CPU cooler upgrade for free.

  • qvntmflx on 28/08/2020 - 18:24

    Further discussion with CGB on Facebook. I still haven't had a further look on the PC but I thought it was important to get you all to read this chat.

    https://imgur.com/a/WRDJuhJ

    Highlight: "Ok, I understand your frustration, you can send the unit back to us and receive a refund if you would like, otherwise nothing else is happening"

    "The Motherboard comes with "wifi" it is not onboard"

    "The wifi is on the dongle, this is offered to eliminate issues with people needing wifi after they buy it with just Ethernet or don't purchase the upgrade"

    • WinstonWithAY on 28/08/2020 - 18:27

      Wow these guys are extremely weaselly. Guess I'm not buying from them after all.

      If it's not 80+ rated its not 80+ rated, them calling it "Gold" is meaningless when you've advertised 80+ Gold. Also, if you've advertised the motherboard as coming with dual band wifi, the motherboard should come with wifi integrated. It's misleading to say that and then chuck in a dongle.

    • WinstonWithAY on 28/08/2020 - 18:30

      Could you send a pic showing the full computer rather than the close ups you've taken of the motherboard and GPU if you have the time? Thanks

  • qvntmflx on 28/08/2020 - 18:32

    I just checked the motherboard, it's a ASUS PRIME B450M-A.

  • qvntmflx on 29/08/2020 - 14:27

    Hopefully the last part of the saga:

    https://imgur.com/a/ligZsJL

    • skido on 29/08/2020 - 15:23

      lmao the last bit of them asking u to ask them for a return label is so funny

  • Bargainguy2020 on 31/08/2020 - 10:56

    Hey guys, I made an order in late June too. Received a tracking number on 13 August saying Australia Post has received info. No updates since. Cgb won't reply to my emails or my messages. Not sure what to do now. Any thoughts?

    I also made payment by bank transfer lol. Silly me.

    • cheesecactus on 31/08/2020 - 12:29

      Bank transfer. Ouch.

      I don't think you have much recourse other than pestering them with emails or messages on Facebook (where they seem the most responsive).

      Complain to Fair trading/consumer affairs is always an option but that can take months (I know from personal experience).

  • Bargainguy2020 on 01/09/2020 - 22:50
    Merged from CGB Solutions - Failure

    Hello everyone,

    First forum post.

    Simply, I have tracked down the owner of CGB. He is basically a kid.

    I have received no response from the owner by email. It's really become quite frustrating.

    I would attach an image if I knew how to. I stalked and stalked and found his Facebook and requested an immediate refund. The message I received from him is as follows "Hey mate, I'm guessing you're referring to the deal that went wrong from CGB Solutions, if you're please be aware we're working on refunding all customers"

    I was then blocked by Mr. CGB himself. I don't know about you guys, but I have given him until 4:00pm to refund me. If not, i'll be filing a Statement of Claim. I hope you will join me.

    Kind regards,

    Bargainguy2020

  • qvntmflx on 04/09/2020 - 00:37
    +2

    Just a heads up guys if you still haven't requested refunds: I found the guy on Facebook that runs the business and he's friends with at least 5 of the people that left 4/5 star reviews on Google.

  • kindra on 04/09/2020 - 17:07

    Haha that’s funny, found out where he lives.

  • ooohhh on 09/09/2020 - 10:35

    Anyone have new updates with their CGB experience?
    They told me a week ago they would refund orders and I asked "when exactly?". It's been a week and no reply.
    I'm currently still waiting for my bank to accept my dispute/claim and hoping to get my money back that way.

    • Syn on 09/09/2020 - 11:15

      Paypal resolved this in my favour after CGB had not responded after 10 days. No further communications from CGB.

  • diamar on 03/10/2020 - 17:37
    +3

    Don't waste your time sending emails to this company. After paying for the computer in June, we had very limited communication from them. Only one or two emails saying there were delays with nor further attempt to explain why or for how long. After trying multiple times through FB, finally got a reply and an Australian Post tracking number to say it had been dispatched. After waiting a couple more weeks and the computer had failed to arrive, we contacted Australia Post who said that CGB had generated a tracking number but in fact no product had been delivered to Australia Post for dispatch. After contacting CGB again was told multiple lies, like the employee who made the computer was holidays, they would have to search for it, they would had to lodge a complaint with Australia Post - all lies and tactics to delay the process. I continuously asked for my money back which was always denied. One random day received a FB message to say that the employee had found the computer and it in fact was never mailed!!! and I would be given a refund. That was two weeks ago and I have have no further communication from them even through I was messaging them daily asking where my money was. I had started a dispute with paypal and today this was resolved in my favour and I received my money back. This company is dishonest, they tell lies and steal money. Don't waste your time sending them emails, they will never reply. Go directly to your bank or to paypal and get your money back immediately.

  • shiningblade on 26/04/2021 - 03:10

    Tried to make a RMA with CGB Solutions for my May 2020 Motherboard purchase (bundled PCI-E extension card failed). Got replied less than once a month in average, and finally got his email "RMA request approved by supplier, send to our PO BOX". And I sent the item the next day after I got his email, and then the item waited at his PO BOX + his local post office since he did not collect it, 1 and a half month later, I got the item returned to me since no one collected it. Of course I called him (never answer the phone apart from he knowing how to charge his phone), messaged + emailed him > 15 times. No response since then. Really annoying to do some simply thing to his customer. His website is shut down. He said in his the first reply to me now focusing on business partner, I highly doubt it.

  • duke meister on 17/06/2021 - 22:43
    Merged from Has CGB Solutions gone under?

    Bought a video card from CGB 11 months ago, an Inno3D 2070 Super for $775. It is now faulty (video cuts out, fans kick in at full speed, need to turn off pc). However their web site is non functional. Have they gone? I have not yet tried to email them but I have fired off a test support email to Inno3D about the card. Will be very unhappy if this is a $775 lemon.

    • spackbace on 17/06/2021 - 23:01

      https://www.ozbargain.com.au/node/555409

      They were never really that reputable

      • duke meister on 18/06/2021 - 16:53

        Well.. at the time the vibe I got is that they were ok. but anyway.. I'm normally very wary of this kind of thing, but maybe let my guard down this time.

    • DASHCAM NOW DUDE on 17/06/2021 - 23:07

      Inno3D Product Support & Warranty
      All ­­­Inno3D branded products are covered by a Inno3D manufacturer's warranty.

      For any questions or warranty claims you may contact Inno3D directly via the details below:

      Email: [email protected]

      Phone:

      Web Form: http://www.inno3d.com/support_form.php

      • duke meister on 18/06/2021 - 16:54

        Thanks. I emailed [email protected] and the response was to talk to the reseller because it's under warranty.

        "Thank you for using INNO3D card.

        It seems there are faulty on the card, please contact your reseller for a replacement when your card is still in warranty."

        • DASHCAM NOW DUDE on 18/06/2021 - 17:07

          It's pretty clear that CGB have gone under. Hope you get it sorted.

      • duke meister on 22/06/2021 - 18:43

        So now they've put me onto Synnex (https://www.synnex.com.au/) "the card was going through SYNNEX(AU)" and provided me with some reference number. But their contact form is broken. Going to call them tomorrow.

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