StarTrack Parcel Missing, Seller (PCCG) Said They Will Not Do Anything Further. Startrack Showing Fake Signature

ggfatty on 20/07/2021 - 14:53
Last edited 20/07/2021 - 20:18

Hi OZB communitiy, I need some advice what to do next , as the seller PCCG clearly said they will not do anything further.

long story short,

  1. I purchased AMD 5950x and a power supply from PCCG, on 7th July, choose Startrack EXPRESS delivery
  2. On 13th July, Startrack tracking showing "Delivered" , at 11:59AM . But no one was at home as my wife and I both at work place
  3. When I arrived home at 5:30PM, I cannot find the parcel anywhere so I raised missing parcel case with Startrack and PCCG
  4. Startrack did not response to my case, but they gave PCCG a parcel delivery signature , which is clearly fake and not mine
  5. Startrack then gave PCCG below story : "Depot advised - The driver states when he went to deliver the parcel a middle aged (approx. 40 yo) Asian male pulled up in the driveway in a White 4WD (said they think it was a Landcruiser). This male told the driver to leave the parcel at the front door. The driver does not remember the exact name they got for the signature but did mention the name. This Asian man then walked towards the back of the house and not the front door. Driver states the male was wearing a hoodie and trousers at the time."

  6. PCCG consider parcel delivered, then start blaming my house is not secure and ask me to file a police report

    "PCCG is not responsible for the missing parcel, we have previously had this scenario tested in court, the recipient lost and also had to pay our costs.

    The goods were delivered successfully to someone at the address who gave the correct name despite not seeing the parcel yet. If there wasn’t going to be anyone home to accept the delivery during business hours and the property is not secure then you should have elected to have it delivered to your or your wife’s workplace, or use a Parcel Locker for example. "

  7. I did not believe the story that was given by Startrack and PCCG , but I file a police report anyway and waiting for response.

  8. what should I do from here? PCCG is blaming me as victim and will not do anything further. Startrack did not even bother to reply to my case(I called everyday, was told to wait for call back), only response to seller

Note for Anyone who is consider buying anything from PCCG, please be aware, if your parcel is missing , they will not care and they seems very confident they will beat you in court :)

Updated 8:17PM, final reply from PCCG and I guess I am blocked by PCCG for not receiving my order:

Hi XX

I never said it was a VCAT case, there are courts in every state of Australia.

There is no further action we can take with the courier and no resolution we can offer you. You having evidence of being at work still doesn’t address whether someone else you knew or who lives at the property accepted the parcel.

Feel free to lodge a complaint with VCAT if you would like, but if you have already lodged a charge back with your credit card company then the funds will be reimbursed to you and there will not be any loss for you to recover which would make it difficult to bring action against us. We have done nothing wrong here and it is genuinely a shame you cannot understand that fact.

Any further emails will not be responded to. You will need to shop elsewhere in the future.

Dylan

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Comments

      • stringbean402 on 21/07/2021 - 16:35
        +2

        Yep reading this will make me steer well clear of them ! I have bought stuff from them before but never again.

  • OzHunterNSW on 21/07/2021 - 14:59
    -1

    It is a contract between the purchaser of the product (i.e. delivery) and the courier, themselves.

    All you can do is state that parcel did not arrive. It is up to the sender to prove they sent the item, and the courier to prove they delivered the item.

    If you paid via PayPal, you have a case for a full refund. Enquire at your bank.

    • ihbh on 22/07/2021 - 15:07

      All you can do is state that parcel did not arrive

      But the courier driver said it did arrive… and then it left!

  • Krogers on 21/07/2021 - 21:38

    If you paid via PayPal, you have a case for a full refund.

    That's not true at all.

  • HeWhoKnows on 22/07/2021 - 10:35

    On the weight of evidence given (and its very heavy) the parcel was delivered

    The question is….To which address?

  • elzingo on 29/07/2021 - 14:38

    Hopefully I'm not too late to the party, did find something on the PCCG website.

    This was taken from PCCG website (https://www.pccasegear.com/contact_us) "Both couriers offer full tracking and signature on delivery service. Approved ID is required when accepting delivery or when collecting from the depot or post office." It even says that the couriers require signature on delivery + an approved ID. Whoever delivered the product didn't check the ID of the person who collected it.

    The delivery driver did not check the ID of the person upon accepting delivery - I think you should take this up with PCCG again, it says in ther own FAQ -> Shipping section under "What is the difference between the shipping options?"

    • ggfatty on 29/07/2021 - 14:48
      +1

      thanks but unfortunately PCCG already blacklisted me a few days ago and no longer reply

      I have raised the charge back and not sure if I should follow up with VCAT as I really want to make them accountable

      • mini2 on 29/07/2021 - 15:35

        Raise the chargeback, provide as much info as you possibly can and itemise every single correspondence you have with PCCG/Startrack. Remember, no POD to be provided from their end will diminish their chance of winning the chargeback. My local Startrack guy have started doing something funny like if he hands me the parcel, he will want a happy snap of me and the parcel together so there's no dispute. He's done that once and I've told him I'm not particular pleased with that but feel free to leave it out my front door, take the photo as POD and press the door bell. I get my parcel without a mugshot taken and he got his POD, everyone's happy.

        Also don't forget, the contract is between them and Startrack, not you and Startrack so PCCG have certainly dropped the ball not to go after them to sort this out.

  • FireRunner on 17/08/2021 - 23:51

    Curious to know if you got your money back

    • ggfatty on 18/08/2021 - 14:53
      +3

      nop, submitted a complain to Postal ombudsman now I finally have a case manager from Startrack.

      She told me the person who delivered my parcel is no longer working for Startrack.

      They are waiting on account manager to reply to postal ombudsman and police

      At least it is progressing

      • kerfuffle on 18/08/2021 - 15:07
        +4

        She told me the person who delivered my parcel is no longer working for Startrack.

        Driver stole it.

  • ggfatty on 30/08/2021 - 08:57
    +7

    Final update for anyone that interested to know

    After my pursuit of postal ombudsman and police officer’s help, Startrack finally agree that parcel is lost. They agreed to arrange a re-delivery of same order from PCCG.

    You think this is the end? No :) see my below email and how shameless PCCG is. They took the full credit from me, they told the StarTrack account manager that I am still blocked by PCCG and they are NOT willing to send me the CPU and power supply I ordered. After threatening me of court case about my missing parcel, PCCG prefer to keep me blocked from purchasing ! What a wonderful experience and waste of time! And good luck to anyone still buying from PCCG.

    Hi XX,

    Just a follow up on this case, after much discussion at length with the couriers, we've been able to get them to agree to reimbursement on this case, so we are going to organise a refund on this order for you.

    I have processed that via Klarna, so you should see it come through shortly. If the order was already paid off, Klarna will be able to pass the refund back through to your linked card or payment method.

    Regards,

    Dylan

    • smashman42 on 31/08/2021 - 14:57
      +7

      Well that's bullshit - they ban you because (from the looks of it) fraud from the couriers

      Hope their rep on here sees this, cause I no longer trust you guys and by the comments on here I'm not alone.

      • lachhelix on 31/08/2021 - 16:36
        +1

        You and me both - and it's a shame because I used to order stuff from them all the time for work

    • Vladdo on 02/09/2021 - 13:19
      +2

      Well the upshot is.. would you really want to buy from PCCG again? I know I wouldn't.. Plenty of other, more reputable and responsible businesses out there..

      I won't be buying from PCCG again.. not that I did much anyway.. Amazon all the way.. teach these small guys a thing or two about customer service..

  • AbucklingNMS on 31/08/2021 - 14:48

    Final comment too I posted above delivery should request photo of receiver a "No" response means taken to local Post Office & requirement of photo ID/bills from residence. Now I suspected deliverer's gadget could scan bar codes (maybe not photograph) & operator's cross swipe as signature.

    Recently I got an email stating the package was "put in a safe place" with a photo link - wow I thought - was a photo of our mailbox with the numbers blacked out.

    So yes device can photo, But very weird privacy policy probably prevents them from showing address And possibly even the take a photo idea (would not want to invade customer's privacy). But at least one example that it's do-able.

  • Covid19 on 02/09/2021 - 18:41
    +1

    I don't believe the story of delivery driver/StarTrack.
    These drivers deliver 400-600 parcel a day(took this number from a recent StarTrack job ad).
    If you are telling me that this driver remembers this tiny little detail about Asian man and interactions, I am amazed.
    I am guessing by the time OP reported lost item, StarTrack contacting the driver and then driver giving his version of the story, it would have been couple of days(with another 2 x 400-600 more parcels delivered)?
    Or, alternatively, if the driver remembers the interaction clearly, maybe the driver also had a feeling/suspected that the 'Asian man on Landcruiser' may not be a legitimate recipient (something strange happened so he remembers the event).
    If so, that tells us StarTrack failed at delivering the item correctly to the intended address.
    Anyway, my 2c.

    • Covid19 on 02/09/2021 - 20:41
      +2

      And off course, dog act from PCCG.
      I have bought 2 full builds and a case recently. Will make me think twice on my future purchases.

  • idonotknowwhy on 02/09/2021 - 20:41
    +3

    Thanks for posting this here. I've legit blacklisted PCCG for both personal and work purchases.

  • BargainBuddy on 02/09/2021 - 21:04
    +1

    I don't have any law education, but this consumer Victoria website says,
    https://www.consumer.vic.gov.au/products-and-services/proble…

    If a product ordered online has not arrived within either of these periods, the consumer can ask the store or seller for an explanation in writing.

    If the store or seller still fails to supply the product, the consumer is entitled to a refund of any money they have paid for the product.

    Note: if the seller claims to have posted the product, they are responsible for resolving any issues with Australia Post or the courier company used to deliver the product.

    What am I missing here?

  • Starcraftmazter on 02/09/2021 - 22:34
    +2

    Ultimately it is the fault of Startrack to not ensure that the person who picked up the parcel really lives in the house. Especially if it's a detached house, it's very easy - just ask them to open the front door. Any failure to do so for whatever reason - easy, just take it to the post office, no problem for startrack - nobody is going to be able to rate them down anyway.

    It was a bad decision to assume that a random person pulling in the driveaway is the homeowner.

    Now the problem is, the customer's relationship is with PCCG not startrack - startrack's customer is PCCG, not the customer. Arguably, startrack still have a reputation to protect, but clearly they do not care. Interestingly enough, PCCG also do not care.

    It's up to PCCG to take this up with their startrack account manager, outline the situation, and state what they believe (as above) to be the failure, and confront startrack about what they are going to do not only to rectify this issue, but in the future to ensure this does not happen again - because it hurts the reputation of PCCG as well.

    Ultimately both StarTrack and PCCG failed.

    There is no further action we can take with the courier and no resolution we can offer you. You having evidence of being at work still doesn’t address whether someone else you knew or who lives at the property accepted the parcel.

    This is not good enough. It may be convenient at times to let someone other than the customer to collect the parcel, but the retailer must offer this as an option - ie. to have opt-in consent from the customer. This is to allow customers to accept low-value parcels as possible to accept by their spouse, parents, etc - however for a high value one, the ability to opt out.

    If a retailer assumes it's fine to leave the parcel "with anyone" - regardless of whether it's a $20 trinket or a $1200 CPU or $2000 graphics card - that is a serious failure, and an indication of poor quality. The failure for PCCG to specify for StarTrack to not leave it "just with anyone" is a failure for which PCCG is NOT taking accountability for.

    Since all roads lead to the same conclusion of you not being able to shop at PCCG anymore, I advise to simply do a CC charge back. The only thing they have to prove you received the package is a signature, which if you can show examples that it is different to your usual signature, will never hold up in court - not that they would bother taking it to court. Since they already banned you from the store, there is no reason not to do a CC chargeback at this stage.

    Although this is definitely poor show by Startrack, and they are to blame somewhat, again in my view PCCG is even more to blame, as they have the opportunity to ask their customer further information about how the parcel should be delivered and pass that through to StarTrack, but they are not doing that. In fact, they have not updated their website for a long time to enable collection of such information - despite positioning their pricing as a "premium retailer" - a moniker, they seem to have completely failed to live up to in this case.

    They should be spending their extra profits on doing basic website maintenance and allow customers to specify these sorts of matters. If you did specify an option of "allow parcel to be picked up by other people" - sure, maybe they would have a valid case (although in my view still not, but that would more be a failure of startrack than PCCG). Because they did not do this, but rather assume and specify this as the option (or default option), it lead to this situation.

    Ultimately, if I was a "premium retailer" like PCCG positions themselves to be, I would want to take initiative and take ownership of this situation, accept that it has not gone well for the customer, deal with StarTrack, and make the necessary changes so that this does not happen again. The problem with PCCG here is that they are failing to take ownership as a retailer, and this directly hurts their "premium branding", and furthermore they are not doing anything to ensure this doesn't happen in the future - which is a big red flag for any potential customers.

  • ggfatty on 02/09/2021 - 23:08
    +2

    thanks for everyone's input. This is indeed my first order from PCCG as I have already heard so much of their bad customer service and rude attitude in the past , their 166 *1 star product review also proving something is wrong there . But this deal with Klarna is too good to be missed (25% of for Ryzen 5950x ), so I took the chance. and It did not work out well at the end.

    https://www.productreview.com.au/listings/pc-case-gear?ratin…

    what I do not understand is the attitude of this Dylan M (who has two titles from Email signature -Sales Manager and Customer service ) . Regardless whether this is his real name or not, the arrogant and entitled way he response to me, makes me wondering. Any employee of the business would not be so rude to their customer , because this attitude will eventually back fire, costing his job.

    Unless he does not really worry anything about his job security, because he is part of the business management, or business owner

    At first he claimed my house is not secure, then he threaten me directly with court case and trying to scare me to back off. After he blocked me and told me PCCG will not do anything further, he can also wrote this sentence

    after much discussion at length with the couriers, we've been able to get them to agree to reimbursement on this case

    But the fact and truth is PCCG did not do anything. It is all me . with the help of police officer and Post Ombudsman , to finally reach StarTrack case officer.

    This is already plain lying. .

    What is more is Startrack case officer and I both agreed that the way to settle this is : Startrack reimbursement PCCG, PCCG despatch my order again.

    But this Dylan just chose a disgusting way to finalise this, he simply ignore the settlement offer and choose to keep blocking me from PCCG and sending through a refund . This means I cannot benefit from the Klarna's 25% off deal to purchase 5950x , and I am sure Dylan knows it

  • Vladdo on 03/09/2021 - 20:45

    There was an article in (now defunct) PC Authority magazine 10-15 years ago about this very issue. Failure of a subcontracted delivery company of when items are not delivered. I think someone wrote in where their item was not delivered and again, customer wore the cost (initially). After some lengthy legal negotations, PC Authority came to the decision that it is ultimately left up to the retailer to wear the cost of the missing item, except in 1 circumstance. If at the checkout stage, you're offered a 'parcel insurance' that has an additional cost and you decline that insurance, the responsibility is now on you. If there is no insurance,or offer to pay extra for insurance, then you have no control over what the retailer or courier does and it's up to them to deliver the item. Failure to finalise the transaction should result in a refund, or in this case a chargeback. It's also why you should always pay by credit card as it offers additional insurance against transactions going pear shaped. Why fight when someone else can fight for you?

    But yes, as bargainbuddy has stated above.. it's really up to the retailer..

  • Dean D on 03/09/2021 - 23:40
    +3

    Since PCCG no longer have a "store" I have not bought anything from them. The conclusion of this story is a great example of how to run your company into the ground & NOT treat your customers. Look how many people have read this post & will no longer buy from PCCG! I can only speak for myself but in the last 1-2 years I easily have spent $15K on PC parts for building/upgrading my own PC's, as well as building quite a few for some friends. What should have happened is for them to pick up this invention which has been around a while now called a TELELPHONE! Called you, aplogised for what you went through & sent the damn item. As for Star Trek all they just needed was to organise to deliver the item on a specific date & time so you could be home to accept the delivery.

    Had an not too dissimilar issue with a "gaming" chair I bought from PPCG. It took about 3-4 months to give me back my money for the faulty chair.

    My experience with other PC stores is very different. This is how I rate the stores I buy PC parts from best to ok (I refuse to deal with stores which have poor service, looking at you PCCG):

    1. Scorptec. Ok prices but excellent customer service. I got a MOBO which was DoA, luckly between lockdowns. Took it back, they tested it, confirmed it was faulty. Bingo, bango, 30 minutes later I had a new board. Just be warned they also use Australia Post for deliveries & my last purchase from them I paid extra for express delivery. My house is 30 minutes from the store. Took 10 days to arrive all because I changed the address with Aus Post to 3 km's down the road from the original delivery address. Could have walked there & back quicker with the goods. But Aus Post & Telstra are different rants for a different time!

    2. Centre Com Frankston - God, I hate to think what I spent with them but they know me now by name & look after me if I have RMA issues. Shout out to Jeremy, Jack & Alan who get a free laugh each time I go in & say "Ok, that is it for me boys. I won't see you in a while." 2-3 weeks later. "Oh hi boys, I need more PC parts". LOL.

    3. Amazon. Good service, realiable & they deliver within reasonable times especially if the item is from the AU store. Because I have Prime membership if they have it even slightly more expensive, I still go through them as I save on shipping so it means the item even if slightly cheaper at a PC store, Amazon is cheaper because of the free shipping.

    4. MSY - In a pinch or when I am in the office as they are only a few hundred metres from it. They are pretty good to deal with though when it comes to returns of faulty products. The only reason I don't use them more is they are normally not the cheapest.

    5. CPL - They have the odd cheap parts. Have heard some horror stories for RMA's, so mainly buy non-electrical items such as PC cases from them if they are on special.

    • KSMLJ on 30/09/2021 - 20:16

      You know you farked up when MSY has better reviews than you.

      At least on OzB.

  • tonyjzx on 04/09/2021 - 02:29
    +3

    get 'em banned from here

    what a bunch of clowns

  • Deals For Days on 24/10/2021 - 13:23
    +1

    Thanks for bringing this to light. Ridiculous and insulting conduct from PCCG. I certainly won't be shopping from them any more.

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