Disappointing Roborock Purchase Experience

yzha3917 on 25/11/2022 - 00:07

After long time research and discussion, my gf and I finally pulled the trigger on Roborock product.

By the way, when our dog shed, it REALLY sheds.

Anyway, order placed on 11/11/2022 via official website. Automatic order confirmation email received on the same day.

On 16/11/2022, there are still no emails on dispatch notice, note Roborock website says 24H dispatch from Sydney. So I sent an email to [email protected], requesting updates. Immediately, an automatic reply was received saying they will get back to me on 1-3 business days.

Well, it’s 24/11/2022 now… have not heard any thing back yet.

They have a 1800 number for services/warranty claims only, and they state on website this number does not handle sales inquiries. Might try that as last resort.

I sort of understand they have sales going on between 11/11 and now, so they might be super busy, and maybe my order is in back order so it could be on a ship as I’m typing here. But come on, this is so amateur, and as a customer, I deserve to be fully informed.

By the way, their return policy is 30 days since purchase. Not sure if I’m gonna receive the unit within 30 days of purchase…

Anyone has similar experience with them?
Any thoughts/advice?

Electrical & Electronics Roborock Robotic Vacuum Cleaner

Related Stores

Roborock
Roborock

Comments

  • askbargain on 25/11/2022 - 00:58

    chargeback and move on?

  • AustriaBargain on 25/11/2022 - 01:23
    +1

    11th was a Friday, if it was late they might not even have had a chance to process it. So they may have only started on the 14th. Amazon has spoiled us, we forget a lot of businesses don't fully operate on the weekend.

    • jjjaar on 25/11/2022 - 08:37
      +1

      Absolutely agree, but no communication since the 14th is poor.

  • seedosrun on 25/11/2022 - 05:52

    Completely opposite experience for me, ordered 6/11, delivered to door 9/11. Sorry to hear hasn't gone as well for you! :(

  • [Deactivated] on 25/11/2022 - 07:45

    Anyone has similar experience with them?

    No. My experiences with Roborock AU have all been positive.

    • Initial enquiries (via email) back in May were met with good responsiveness (generally same day)
    • When I made my purchase on the website in June, the vac was shipped next day and arrived in regional NSW within 48hrs
    • My one post-purchase enquiry was closed-out within a couple of hours

    Any thoughts

    OzBargain won't be able to fix this

    advice?

    Of course - try the service 1800 number but I think Roborock AU has contracted service/warranties to a third party.

    If the store itself is unresponsive and you don't have what you paid for (you have actually been charged, right, and this isn't a failed transaction‽) then take action with whoever the payment provider was (eg your bank for a credit card; PayPal etc)

  • cashless on 25/11/2022 - 08:30
    -1

    First line of action.
    Post it on OzCustomer Service Dispute.
    Rather than speak to the supplier

  • jjjaar on 25/11/2022 - 08:39

    Check your junk mail. Just in case.

    And then reply to your original email and request this be followed up.

  • djsweet on 25/11/2022 - 09:03

    Based on others having a positive experience where the item was delivered in a short time frame as promised, and given the fact you haven't heard anything since your order more than 10 days ago, I would conclude something has gone wrong with your order. Chargeback is probably the sensible choice.

  • P4trick on 29/11/2022 - 13:58

    Same thing happen to me. Placed my order on 16/11 and I still haven’t heard anything from them.

    • yzha3917 on 30/11/2022 - 11:07

      I just got shipment confirmation yesterday.
      So it is happening, just s…l…o….w…..l….y…….

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