eBuyer, NO THANKS!

I have been a customer since 2004. Originally, the best place for parts for tech, and latter tech itself. My latest experience as a business user, I Don't have time for this type of Service. See my actual e-mail to them pasted below, I think it speaks for itself.

e-mail:-
This order was a purchase of a tablet which we use in our business. It was required urgently and Next day delivery was chosen. As I have had an account since 2004, my first order number was order number “3316995”, I still use my personal account to make orders for my business, and have not reverted to a business account.

You designated Yodel to ship the item. Deliver was scheduled for 12 October 2019, however I received a Text Message that Yodel had “missed” us. This is strange as the delivery address is a commercial premises attended from 6:30 a.m. to 6:30 p.m. save for Sundays which is attended till 5:30 p.m. Using the Yodel app, I rearranged delivery for Monday 14 October 2019.

On Monday 14 October 2019, I received a message again that Yodel had “missed” us. I phoned your customer services department who would look into it and e-mail me. Nothing was ever received from them.

On Tuesday 15 October 2019, I once again received a message from Yodel that they had “missed” us. Again I called your customer services department who explained that from the tracking GPS, you could see that delivery was attempted to a location not near our chosen delivery address. However, as 3 calls had been missed the item would be returned to you, and only then could the item be sent out again or a refund be organised.

I explained that this was not acceptable. My transaction is with eBuyer, and eBuyer have chosen to use Yodel, who can not find an address of a location which is only some 300 years old! I do not have a relationship with Yodel, so I should not be penalised for your shipping companies failure. Your telephone customer services representative, obviously reading from a predefined guideline repeated your procedure like a parrot, very unhelpful in the circumstances. I requested to speak to a manager. This was not immediately possible, obviously they need time to prepare, so a “request” was recorded for a “call back”.

Latter that afternoon, a person purporting to be a manager did call me back, but that was useless too as they were reading from the same guidelines.

Today is now Monday 21 October 2019. My order for next day delivery is still nowhere to be seen. Your web site is of no use, your customer services assume no responsibility as the item as far as they are concerned is with Yodel and until they hear from Yodel, can do nothing about it.

It is not possible to speak to humans at Yodel, I have tried. I have communicated with Yodel through their Chat procedure. A very laborious process, but useless too. They themselves do not speak to their deliver warehouse, they “message” them. Their computer says that their internal messages of last week remain unanswered.

The urgency has now of course passed, as a replacement was sourced through a competitor site, and delivery was made next day and at a more competitive price. I feel obligated to share my experience with other businesses who might be considering doing business with eBuyer or Yodel, it is only professional, unlike either eBuyer or Yodel.

I do look forward to hearing from you in some anticipation as to where my Order might be.