Can I complain about EXPANSYS.COM.AU here?

Llily on 03/07/2012 - 17:12

Has anybody else purchased from this site and been charged in AUD, however also incurred an international transaction fee on their credit card as well?

I recently purchased the Samsung Galaxy S3 mobile phone in Pebble Blue and was charged an additional $22.30 fee.
My invoices said I would be charged in AUD and did not say there would be any surcharge or warning that international transaction fee might be incurred depending on the credit card company.

Annoyed because I was unaware of this company operating under .au websites, which made me think the company was operating in Australia. Only when I noticed no GST was charged, as that I realised this company is operating out of Hong Kong.

I know better next time. Surely a few others would make the same assumptions about this company??

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Comments

  • Postulative on 04/07/2012 - 12:51

    NO!

    Well… if you must. If you're paying in AUD you shouldn't be getting additional transaction charges. Was it a credit card charge, or something the front (or end-) loaded? Was the charge visible prior to you making the payment?

    Was it a Paypal charge? If so, you can dispute it with Paypal.

    It certainly sounds odd, but some sites let you choose which currency you'll pay in and if you chose "poorly" then it'll cost.

    • lily on 04/07/2012 - 14:03

      LOL. Thanks for the response.

      It was a charge that came up on my Credit Card.
      And the only option was to pay in AUD, so it gave me no choice.

      I'll try call them again to ask wth is going on.

      • hatts on 09/07/2012 - 14:06

        Did you pay more than $223 for it?
        Don't forget you saved 10% GST because of it.

  • lily on 04/07/2012 - 16:27

    Here is the response. URGH!!! Isn't there some sort of law that this information should be made clear during checkout? I don't even know if I had selected anything to 'agree' to terms and conditions. All a bit dodgy IMO.

    Thank you for your email.

    We are sorry to hear that you have received this charge in surprise!

    Our registered business address is: Unit C, 10/F, CDW Building, 388
    Castle Peak Road, Tsuen Wan, Hong Kong as noted on our site.

    We do disclose this chance of charge in our Terms + Conditions - the
    charge of which seems to be subject to which financial institution
    you are with. We do ask that customers to read and agree to these
    Terms prior to completing their order with us in order to limit the
    chance of such surprises!

    You can read these here: http://www.expansys.com.au/terms/ Section
    1.3 and 1.4 refer to credit card payments.

    I hope this helps to clarify - please let us me know if I can be of
    further assistance.

    Kind Regards,

    The Expansys Team

  • lily on 04/07/2012 - 16:34

    So I guess I did 'agree' to T&C's and I paid my Master Card

    This is the Terms and Condition that applies to me:

    1.3 This website services customer deliveries into Australia and Oceania Greater. Prices shown on this website are in Australian dollars. Please note that additional credit card or bank fees may apply to your order.

    How frustrating. That's such a vague sentence. Well i hope that this might warn anybody wanting to buy from Expansys. They are not even the cheapest site around.

    I feel so jibbed right now

  • bamzero on 04/07/2012 - 17:03
    +2

    I think it depends on your credit card.

    For example, a while ago both myself and my wife purchased the same app on the android market.
    The developer is based overseas, but as was purchased via the market here, we were charged in AUD.

    However, we both have different cards from different banks, one MC, on VISA.

    Mine didn't incur any fees, but hers did. Looking at the t&c's and fees for the credit cards, hers stated that transactions made in AUD but overseas would incur the fee.

    Of course the tricky bit in your case is that you didn't realise the transaction was occuring overseas.

    • lily on 04/07/2012 - 17:58
      -1

      Yeh, if i knew it was an international transaction, I would have used my 28 Degrees card.

      Hmm just based on principle I'm going to lodge a complaint with http://www.consumer.vic.gov.au/

      I'm only realising now there are so many dodge online sites.
      I hope my CC details are safe!!! Argh

      • LiamF on 04/07/2012 - 18:32

        Honestly, I don't think you have grounds for a complaint.

        The checkout at Expansys.com.au has an 'I have read and agree to the Terms and Conditions' checkbox. Having read said terms the comment the support people have mentioned about possibly incurring additional bank fees is accurate, and it also states that you get your goods GST free as an import, that Expansys operates in many countries and has an Asia-Pacific hub.

        I -do- think that it's fair to have a gripe about unexpected charges, but implying dishonesty or shadiness here is going too far.

        • lily on 05/07/2012 - 19:08

          yeh, i just feel dodged about the unexpected charge. It was an over-reaction to say I want to file a complaint about it.

          Bottom line - If you are aware about possible additional charges, and choose to still buy from Expansys - at leat they have good customer service. :)

  • Natt on 08/07/2012 - 10:30

    It's probably more accurate to say if you are buying from overseas and are paying in AUD dollars be aware your bank will probably charge an overseas transaction fee.

    I got caught on Scoot with this too.

    IMHO your feelings are better directed at the bank as they would have imposed this charge?

    Is it fair for the retailer to have to know which bank charges what?

  • kermuffle on 09/07/2012 - 13:05

    isn't an overseas bank/credit card transaction charge normally MUCH less than $22.30?

    • Cobalt_ on 09/07/2012 - 15:07
      +1

      From previous experience I was being charged around 3% on currency conversions as well as getting well below the current spot rate when using my Australian credit card. 3% on what I am assuming is around a $650 purchase is $19.50 so pretty close.

      Have since gone to buying everything on the 28 Degrees card and haven't looked back. All other CC's and the big banks can suckit ;)

  • [Deactivated] on 16/10/2013 - 16:11

    Well, here's one more mildly-peeved Expansys customer. (Me!)

    My email to them:

    ==QUOTE==
    Good afternoon

    This is the first time I have ordered from you. I would like to share my concern about how/where the credit card surcharge is communicated to customers.

    I’ve been charged $5.20 for using my AMEX card. This complaint is not about the quantum of the fee, rather how you let customers know of its existence.

    I understand, having just used Google to search your site, that the surcharge disclosure is made only on the page http://www.expansys.com.au/terms. I think this is unacceptable.

    It is disappointing that you do not disclose the AMEX/JCB/Diners fee during the checkout process, as most other retailers do. Indeed - had you done so, then I would have used my MasterCard or PayPal account.

    I would like you to consider this feedback and let me know your thoughts.

    Thank you and regards
    ==END QUOTE==

    …..and this was their feeble response.

    ==QUOTE==
    Dear client,

    Thank you for your feedback.

    When orders are placed in our website, the website automatically confirms the order via email. The order then undergoes verification and if amendments are necessary, a new email is sent out with amended details. The second email that you have received is where AMEX fee has been added.
    As our website does not automatically calculate such fees, this process is done manually. We do always try to improve our process and sincere apologies for any inconvenience caused.

    Once again we thank you for your feedback.

    Kind regards,
    ==END QUOTE==

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