eBuyer, the odd & the awful.

This review is based upon my brief and noteworthy experience with the customer service team from eBuyer.com, Sept '22.

I placed an order for an item, which was ‘Stocked’ and available for next day delivery. My primary aim upon ordering was to get next day delivery.

Already paying a premium. Not only for added delivery cost(understandable), but also the item itself was apx 10% more than other vendors. A ‘hit’ I was willing to take given the circumstances.
I placed my order and went through the extra bank security (HSBC), but completed and received order confirmation via email.

I finished work on the day of ordering, to see I had another email from eBuyer. This time stating that;

“Before we process your order, we require further information to validate the order. Please call our Customer Support team between the hours of 8:30am - 5:00pm (Monday - Friday) as this is when the relevant team are available to verify the further security checks.
Your order has been placed on hold for 48 hours pending contact from yourself. If we do not receive contact, your order will be cancelled.”

This message, naturally brings a certain amount of frustration. Particularly given it was now circa-1800. Nonetheless, I do appreciate life happens and thought it must be with good reason.

At 0830, I called to an automated message stating that opening hours are from 0900. Good start.

Shortly after 0900 I was greeted by the Customer Services Team. He excused himself to discuss with the ‘Accounts’ team. On returning he explained the reason for the ‘hold’ was due to my postal address!! More specifically, the distance of the postal address from the billing address. For note, the registered address to postal address summed the distance of approximately 182km(114miles). Gloucestershire to South Yorkshire.
He then asked me if I could explain why this was the case. After gaining some semblance of composure, I explained ‘No’. Stating that’s not a security question, it’s an invasion of my privacy. An overreach so great, I can still barely believe he had the audacity to pose the question.
Again, he disappeared. He came back some time later stating the account team “Should be in touch today, by email”.
At this point, I re-affirmed what he had just asked me. More to ensure he didn’t try and back-pedal while I made him aware I was taking notes for this very complaint. Then…the line went dead. 21’st century communication’s…I know!

I called again. Whom after my explanation went away to see the accounts team. She also returned to give the same reason. Unbelievable. On explaining I was not leaving on a ‘should be in touch’, she assured me the accounts team WOULD get back to me today.

Circa 3mins after the completion of this call, I called once again to cancel my order, genuinely stunned at what had happened and realising I should have done this at first appearance of his inquisition.

Worth noting, after a brief search (my fault and no-one else’s) I found the item cheaper (around 10%) direct from manufacturer. Albeit arriving a day later than I had hoped.

This has been long winded, I appreciate, though if we as ‘consumers’ do not make a stance and call out such outlandish behaviour, this will only continue.
Quite why this matter was ever of interest to eBuyer, I wouldn’t know. Whether it was maybe a ‘stall’ tactic to buy a day to fill order’s while they acted as a 3rd party facilitator, who knows. Nor do I care for him and his account teams self-assumed diligence at making judgement calls regarding my personal information.
Whatever the case, I will be giving this company the mother of wide-births and suggest whomever comes across this fable, do the same too.