Abysmal "customer service", use PayPal as a weapon.

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xhugh's review of ebuyer www.ebuyer.com

“Abysmal "customer service", use PayPal as a weapon. ”

★☆☆☆☆

written by xhugh on 12/05/2017

I bought a PC case which arrived reasonably quickly. A couple of hours later I had installed most of my components and took the protective seal off of the front of the case, only to find out that it had a manufacturing defect.

I contacted ebuyer to explain the situation and asked for a replacement to be sent. Ebuyer refused, and told me that I would have to spend another two hours removing all of the components and return the entire case back to them for the sake of a piece of acrylic plastic. They reiterate this when I contacted them again.

I instead made contact with the company director's office, who confirmed their policy. I promptly opened a paypal dispute as well. In the mean time I had no choice but to continue using the case as I can't do any media intensive work on my laptop alone, and also would have had no access to my client's files.

After two weeks I was asked to send photographs, which I did, and eventually they promised to send a replacement part on the basis that I close the PayPal dispute. This is not acceptable, and I made that quite clear to them.

The replacement part did not arrive, had been delivered to a hotel nearby and somehow managed to completely miss our building's 24 hour manned reception. I walked to the hotel and was told that it would have been delivered while someone else was on duty, and they did not know where it was.

I then sent a recorded delivery letter to ebuyer outlining what had happened, and the action i would take if it was not resolved. I told them that they will need to have a qualified person remove the PC hardware and provide sufficient packaging for the return, and to arrange a courier.

eBuyer in the mean time refused to do anything further, again demanding that I find suitable packaging, spend another two hours removing my PC components from the case, and being without a PC and unable to do any work.

The PayPal dispute was eventually decided in my favor and I was refunded. I have advised ebuyer to send out sufficient return packaging, and to contact PayPal if they feel their decision is incorrect.

In return the company has now told me that they will "take the matter further" if I do not wast another two hours dismantling the case and source return packaging.


Having read through a number of online reviews and horror stories on here, it's clear that even when items are sent back eBuyer charge restocking fees, arbitrarily deduct administration costs, and generally don't want to work in line with Consumer Contract regulations. Additionally it's clear that they will use a PayPal dispute as leverage, only sending out replacements or missing parts on the basis that a PayPal dispute is closed first. They are obviously aware of the fact that once closed, a dispute can not be re-opened, and indeed in this case if I had closed the dispute it's clear the replacement part would never have reached me anyway.

I am in the process of collating a number of complaints about ebuyer's selling practices for East Riding Trading Standards. I advise anyone else who has experienced similar issues to add their complaint to a growing list of unhappy consumers.

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Ebuyer.com's Response to xhugh's Review

Written on: 12/05/2017

Hi,

I'm really sorry for the trouble that this has caused. I need to look into this is much more detail so please can you email me directly with your order number?

Thanks,

Scott

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Xhugh's reply to Ebuyer.com's Comment

Written on: 15/05/2017

The Director's office have been "dealing" with it.

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