Dishonest & very bad overall

Overclockers UK www.overclockers.co.uk (Post February 2012)
★★★★★
4.7
94.0% of users recommend this
  • Customer Service

  • Quality of website

  • Value For Money

patrickplee's review of Overclockers UK www.overclockers.co.uk (Post February 2012)

“Dishonest and very bad overall”

★☆☆☆☆

written by patrickplee on 28/08/2013

Long story short, Overclockers UK are not very good at stock management, poor at communicating problems, and goes against all trading standards and law. In the end I returned everything back to Overclockers. I had total of 6 visits by the courier; that is 3 deliveries, and 3 returns. This equates to a week of my time wasted.

I advise that you avoid Overclockers if possible and look elsewhere e.g. ebuyer.com or dabs.co.uk etc. If only if I were compensated for the time wasted I would be giving this a nicer review. Unfortunately there isn't an option to give Overclockers UK rating of ZERO stars.

The long story:
I ordered everything on the 5th August 2013 to be delivered on 21st August 2013. Unfortunately you can not choose beyond two weeks (14 days) for planned delivery; and meant that by ordering 2 days later, prices of the items I wanted to buy shot up by £200. So I decided to drop those items that are no longer on sale. At the time all the items I ordered were in stock except for the graphics card which was a pre-order. Surely 2 weeks is plenty of time to get everything in stock.

On the 21st August I received just one item out of the seven showed up. After discussing with the customer service team, the only thing that was holding the rest of the order was the memory card. So I decided to change that to hope that to receive everything the next day.

On the Thursday 22nd August, I receive 5 more items: (1)CPU, (2)CPU cooler, (3)Motherboard, (4)hard drive and (5)PC case. I didn't even receive the power supply as it was out stock all of a sudden. I was then informed that the power supply was to be delivered the next day. After inspecting of the items I received, everything except for the power supply were already opened and tampered with. The CPU and the hard drive were not in its original packaging. This was unacceptable, and very dishonest the last straw and decided to return everything.

I was given a return (RMA) number to return selected items, however it stated in the email that only the selected items should be returned otherwise extra charges will be made. So that meant I had to leave out the graphics card.

On Friday 23rd August, I managed to return the 5 items (except for the graphics card) and refuse to accept the delivery of the power supply.

On Tuesday 27th August, I was placed on hold on the phone for approximately 30 minutes, only to inform Overclockers that I still have their graphics card I want to return it. And also reminded them that I am not accepting the power supply which would be delivered that day. And so they arranged a courier for the next day to pick up the graphics card.

On Wednesday 28th August (today), I get a message that I am expecting another delivery!!! After returning the graphics card, I refused to accept the delivery of the power supply. Hopefully that is the last time I will hear from them.

I apologise for the long story, but I feel that this should shared (and on other review websites) to ensure that everyone should avoid them. Sure the courier is great, but Overclockers UK are misleading and very dishonest as a business company; and they will take every opportunity to give you used items rather than brand new items of which you expected to receive. Good luck to your future computer shopping!

  • Intel Core i7-4770K 3.50GHz (Haswell) Socket LGA1150 Processor &

    Goods purchased & cost

  • Up to a week late

    Delivery

  • Customer Service

  • Quality of website

  • Value For Money

Jamesbailey999's Response to patrickplee's Review

Written on: 28/08/2013

Dear Sir,

I am sorry to hear of the issues raised in this review, I can assure this is not how we do business here and looking at our other reviews this is very saddening to see. If you can provide me with your order number and a contact number I will be able to get in touch regarding this.

Best Regards

James Bailey.

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Jamesbailey999's reply to Jamesbailey999's Comment

Written on: 06/09/2013

Dear Mr Lee,

We have managed to track down your order through our system so I have your details.

Looking at the order I can apologise that it did not meet your expectations at this time. The delay of the order was due to an out of stock issue which you were emailed informing you of this, again my apologies if this caused any problems.

When you received the order I am very sorry to hear it looked like they had been tampered with, however looking at the unique ID of each product they have never once been out of our stock or used before. The only items which may have looked not new would be the Hard Drive and the Processor, this is becuase the are OEM and dont come with retail packaging.

In regards to the RMA process of returning the items there are no charges on unwanted or returned items within our 14 day satisfaction gaurantee, this is stated within the returns email which is sent out.

In the review you stated you were on hold for over 30 minutes on the phone line, I have just checked on the phone stats viewer and the maximum hold time on Tuesday 27th August was 2 minutes 47 seconds so I am a little unsure about a 30 minute wait.

We provided a full refund of the order for you within the 14 day returns period as you requested and which we are legally bound to do.

Overall I am very saddened to hear this review but all of our team were here to help at each step of the way and we have provided you a complete refund of the order in compliance to the 7 days DSR and 14 day return policy.

If you do wish to purchase from us again please contact me directly and I will be able to help

Best Regards

James Bailey

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Patrickplee's reply to Jamesbailey999's Comment

Written on: 23/09/2013

I still not received a full refund.

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Patrickplee's Response to patrickplee's Review

Written on: 10/09/2013

Thank you for taking the time to track down my information and to reply to me. Apologies if this review was harsh, however the reality was that the stock issue and communication of these stock issues by both email and telephone was very poor. Having ordered everything in 14 days advance, when the website claims at the time that all items (but the graphics card as this was a pre-ordered item) were "10+ and in stock" I expected this to be put to one side and delivered in one go on the 21st August.

I did receive emails with regards to the stock problem a week after ordering, but these emails were not clear and did not indicate what was the problem. After receiving the first delivery of just the graphics card, I discussed the problem with your colleague (from sales) to establish what had happened to the rest of the order. He did conclude that there was a supply problem with patriot mamba memory. Due to the time for these to be in stock, it was decided that we would swap the memory for the corsair memory (that were in stock at the time) to ensure that the rest of the items would be delivered. I was also told that because of the CPU and cooler was a bundle, that this will be installed with the motherboard for me hence the delay. Anticipating that the rest of the order will follow through the next day, another item (PSU) was not supplied due to ANOTHER stock problem with no email or verbal communications made. Due to the multiple deliveries and the fact I took annual leave to receive these (and to return these), meant that I had a total of 4 days of which could have saved for my trip to Australia where I intend to spend Christmas with my family. This was not acceptable at all; and will stand by my bad review of Overclockers.

As for the waiting time on the phone for returns, I may have exaggerated the waiting time of 30 minutes, however you did not mention in your reply about the phone-system issues you were experiencing, which was raised by your sales team (and advised to try again 10 minutes later; approximately 11:00am on Tue 27 August). And the total wait time did accumulate to approximately 17 minutes before spending 6 minutes 29 seconds on the phone at 11:40am.

And yes you are correct that the way the hard drive and processor were packaged are OEMs. I can accept that the way the hard drive was packaged as it was an OEM. However for the CPU "OEM" was not stated in the bundle (stock code: BU-019-CS) on your website meaning that what you were selling was indeed very misleading. Had I had known I would have purchased the retail version. There was also very strong evidence that the NZXT case had already be used.

It also appears that the return of the PSU is still pending with the DPD despite explaining to them that I will not accept it; and rather return it to Overclockers.

This whole experience was indeed unacceptable and so everything was (and will be) returned. You be happy to know that I will consider to shop with Overclockers in the future, but not from your website.

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