Fool me once........

Fool me once, shame on you; fool me twice, shame on me.
Last August (the third to be exact) I ordered some camera gear from here, believing their claim that they ship in 1-2 business days. However the reality is that they did not ship until the 12th, but only after several emails and two phone calls. Delivery was on the 18th. Not exactly the delivery times promised on their website but the prices were unbeatable and the gear arrived safe and sound.
Fast forward to the 21st. March and I thought I'd give them another go, maybe it was a one off with the slow dispatch time so I ordered a Canon Speedlite EX II flash unit. As of today (12th. April) it still has not been shipped, despite the promises made in 4 emails and a phone call. I suppose I'll get the the flash unit eventually, but I was hoping to get it at least a week ago so I could play around with it before using it at my sons wedding this coming Saturday. Looks I'll be getting plenty of available light practice.

AFAIK there is no organisation that you can report unscrupulous internet traders to, it's only by posting on forums and leaving negative feedback on their sites that you can hope to get any sense of payback.

Attachment 204608

This link may provide some satisfaction, even if it only serves to make you feel better.
http://www.econsumer.gov/

The link is from the ACCC website in a section on buying from overseas.

I try to avoid purchasing OS and over the internet in general until I know the vendor really well. But I also know that that isn't always practical.

Sorry to hear you're having problems though.

Nearly bought my DSLR off that mob at xmas until I googled them - zillions of complaints the same as yours, and the same goes for all the mobs that ship direct from Asia. I ended up paying the extra couple of hundred for local support and genuine warranty from an aussie dealer - worth it just for the peace of mind.
I've since bought a macro lens and ended up going with the same local company even though I could have saved about $200 buying from the grey market - but I got it in 2 days and know the company is there if something goes wrong.:;

In total contrast these guys are great :2tsup:. The only reason I bought the flash unit from Simply Electronics was they were asking AU$45 less than Digital Rev. Bad mistake :(, I'd have the flash by now and could be learning how to use it.

On 3rd. Jan ordered 2 filters. Picked up on the 10th.

On 6th March ordered a 30mm lens and filter, picked up from Post Office on 13th. March. I could have picked it up on the 12th. but the PO was closed for the Australia Day Holiday.

Not all online sellers are bad.

My biggest concern with the grey market was that (from what I had read) Canon do not warranty the gear sold out of China. Apparently this is one of the reasons they can sell so cheap and all use those dodgie international warranty companies which would be about as useful as flight insurance.
They might not all be bad John, but the first dozen or so that I researched had so much bad publicity I just gave up and went with Digital Camera Warehouse - could even ring them for experienced advice - in comprehensible english no less!!!

Quote:

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Originally Posted by Grumpy John

Fool me once, shame on you; fool me twice, shame on me.

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John, I know of a bridge in Sydney that's for sale.:U


Peter.

I can't afford it, just bought an opera house :p.

:roflmao:

The saga as it has unfolded :((.
On the 28th. March I filled out an "order enquiry status" form on their website and received the following email.
Grab a coldie, light up if that is your want, sit back and read on.

Received 28/03/2012
Dear John,

Thank you for contacting us!

We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within the next few working business day (Monday - Friday, excluding public holidays).

To help track your inquiry we have generated a reference number. Your ticket code is LTK529016157939X. Please use this code in any further communication.

Ensuring you our best services at all times.

Best regards

SimplyElectronics Support Team


====== Your Inquiry ======
It has been a week (7 days) since I placed my order with you and as yet the product has still not been despatched. This is the second time I have dealt with Simply Electronics and both time the delivery times have been disappointing. In contrast orders placed with DigitalRev are delivered within 5 days. Very disappointed with your service.



Received 30/03/2012
REFERENCE NUMBER: LTK529016157939X Please use this ticket number in any correspondence with us.
SUBJECT: Delivery
Dear John,
Thank you for your email.
<!--StartFragment -->Apologies for the delay in shipping your goods.

Having double checked with our relevant team, your order has unfortunately not been dispatched yet. Due to the high volume of orders at this time we have been slightly held back on our deliveries.

We have upgraded your order to expedited delivery service at no extra cost to you as a gesture on our part to ensure minimal delays moving forward.

A dispatch confirmation email with the tracking details can be expected as soon as the order is dispatched. We do thank you in advance for your extended patience thus far.

Should you have any further queries, please do not hesitate to contact us.


Best Regards,
Elaine
Customer Service Executive


Sent 2/04/2012
Hello Elaine,
I have just checked my order status and it shows that it has not even been packed let alone shipped. It has been 12 days since I placed my order, what has happened to the “usually ships in 1-2 business days”. I’m sorry but your service is pathetic and I deeply regret placing a second order with SE. WHEN ARE YOU GOING TO SHIP MY ORDER.


Received 2/04/2012
Dear John,
Thank you for contacting us!
We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within the next few working business day (Monday - Friday, excluding public holidays)
To help track your inquiry we have generated a reference number. Your ticket code is LTK529016157939X. Please use this code in any further communication.
Ensuring you our best services at all times.
Best regards
SimplyElectronics Support Team


Received 3/04/2012
REFERENCE NUMBER: LTK529016157939X Please use this ticket number in any correspondence with us.
SUBJECT: Delivery
Dear John,
Do accept my sincerest apologies for the extended delay experienced with your order.

We have informed our relevant team to prioritize your order to express delivery. We seek your extended patience whilst we work to ensure your order is shipped with minimal delays moving forward. It appears to be an isolated case for your particular product we understand.

That being said, we can be assured that your order will be shipped. We would appreciate if you could bear an additional few days for updates. If the order status online changes to “Packed”, you can be sure that your order will be shipped the same day.

If you require any further assistance on my part, please do not hesitate to contact me again.

Best Regards,
Nate
Customer Service Executive


Sent 10/04/2012
It is now 3 weeks since I placed my order with you and it hasn’t been dispatched. I repeat, WHEN ARE YOU GOING TO SHIP MY ORDER.

A screenshot of your web page, just to remind you of your stated delivery times.


Received 10/04/2012
Dear John,
Thank you for contacting us!
We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within the next few working business day (Monday - Friday, excluding public holidays)
To help track your inquiry we have generated a reference number. Your ticket code is LTK529016157939X. Please use this code in any further communication.
Ensuring you our best services at all times.
Best regards
SimplyElectronics Support Team


Received 11/04/2012
REFERENCE NUMBER: LTK529016157939X Please use this ticket number in any correspondence with us.
SUBJECT: Delivery
Dear John,
Thank you for your email and we apologise for the long delay on your order.
I am afraid that up to now, we have not received any update on when exactly we can dispatch your orders.
In the light of the situation, please advise on how you wish to proceed with your order.
Looking forward to your reply
Best Regards,
Simon
Customer Service Executive


Sent 11/04/2012
How do I wish you to proceed with my order? I wish for you to send the goods I have paid for immediately.


Received 11/04/2012
Dear John,
Thank you for contacting us!
We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within the next few working business day (Monday - Friday, excluding public holidays)
To help track your inquiry we have generated a reference number. Your ticket code is LTK529016157939X. Please use this code in any further communication.
Ensuring you our best services at all times.
Best regards
SimplyElectronics Support Team


Received 12/04/2012
REFERENCE NUMBER: LTK529016157939X Please use this ticket number in any correspondence with us.
SUBJECT: Delivery
Dear John,
Thank you for the email.
We sincerely apologize for the delay, we have requested for an estimate but given the current backlogs in shipping, our logistics department is finding it hard to provide us with a date.
Rest assured the relevant departments are working diligently in clearing our delays in shipping. I left a note of priority on your order details.
Rest assured upon dispatch of the item we will notify you and provide you with your tracking number.
Thank you.
Best Regards,
Nate
Customer Service Executive


I will update as things unfold.

I'm thinking of hiring John Cleese to write my emails :D

[ame="http://www.youtube.com/watch?v=B3KBuQHHKx0"]The Cheese Shop sketch, Monty Python - YouTube[/ame]

Dear John,

Please be assured that your money is important to us. As a result, as soon as we received your money, we immediately placed an order for your product with our suppliers. Rest assured that as soon as we receive the product from our supplier, we will dispatch it within 5 business days. We apologise for the delay that is beyond our control in receiving your product from the distributors. We assure you that in future we continue to advertise all our items as being in stock and available for immediate dispatch even though we keep no stock on hand, because remember, your money is important to us.

We also have no fixed prices from our supplier, so you will need to wait until we can get a good price from our supplier to make a profit on our sale to you. I'm sure you understand that we are in business to make a profit. If we can't get it at the right price we will tell you that the item has been discontinued and no longer available. Of course we would refund your money within 60 days of telling you ( but more than 30 days). Thank you and thanks for your money.
As you noted in our previous email, we asked what you would like to do about your order. We are giving you the choice to get your money back because we can't get the item at the right price anyway..

John, another mob is CitiwideOnline - ordered a few things for MBGitW and they arrive on time.

Quote:

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Originally Posted by _fly_

We also have no fixed prices from our supplier, so you will need to wait until we can get a good price from our supplier to make a profit on our sale to you. I'm sure you understand that we are in business to make a profit. If we can't get it at the right price we will tell you that the item has been discontinued and no longer available. Of course we would refund your money within 60 days of telling you ( but more than 30 days). Thank you and thanks for your money.
As you noted in our previous email, we asked what you would like to do about your order. We are giving you the choice to get your money back because we can't get the item at the right price anyway..

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Ha. When I read this it reminded me of face to face dealings I had with a camera shop in New Orleans 20 yrs ago when on hols. Every time I'd walk past, I'd drop in and check the lenses. After three days of talking options, prices warranty etc I finally struck an agreement on price of around $950 (the rrp was about $1300). Then the owner said cash only. I said okay but as a traveller I needed to get to the right bank and that would take an hour. When I came back the lens I wanted (and had physically fitted to my camera at one stage) had been "accidentally transferred to our airport shop and you have to go there or pay our courier fee". It was pretty obvious they never intended to sell it for the agreed price. I think myself lucky they didn't secretly foist a dodgy used one on me and at least I still held my money.

The local clive anthonys and clive peeters would both sometimes do a similar thing and price match other stores like good guys and harvey norman. Then after payment you'd try to pick up only to find they had no stock. Computer stock error was the excuse usually given. They would eventually produce the goods but in the meantime they still had your money. No wonder they both went down the gurgler.

Sent 16/04/2012
I’m sick and tired of being lied to about the shipment of my order #394435-752251 ordered on 21/032012. Please send me details to cancel the order so that I can purchase from a reputable dealer that will deliver within a promised time frame.

Refer Ticket# LTK529016157939X


Received 16/04/2012
Dear John,
Thank you for contacting us!
We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within the next few working business day (Monday - Friday, excluding public holidays)
To help track your inquiry we have generated a reference number. Your ticket code is LTK529016157939X. Please use this code in any further communication.
Ensuring you our best services at all times.
Best regards
SimplyElectronics Support Team


Received 17/04/2012
REFERENCE NUMBER: LTK529016157939X Please use this ticket number in any correspondence with us.
SUBJECT: Delivery
Dear John,
Thank you for your email.
In regards to your order, we are still suffering from backlogs due to influx of sales from our latest promotions and we are doing our best to dispatch all orders as soon as possible. Unfortunately, we are still unable to give an estimated dispatch date at the moment. We sincerely apologise for the inconvenience caused.
Rest assured that we will monitor your order closely. As soon as your order has been dispatched, an email confirmation will be sent to you with the courier's name and tracking number.
Meanwhile, if you have further queries, please feel free to contact us.

Best Regards,
Benedick
Customer Service Executive


Sent 17/04/2012
I WANT TO CANCEL THE ORDER, DO YOU UNDERSTAND?

CANCEL MY ORDER NOW


Received 17/04/2012
Dear John Wheat,
Thank you for contacting us!
We have received your inquiry and are assigning it to a representative. You can expect to receive a response from us within the next few working business day (Monday - Friday, excluding public holidays)
To help track your inquiry we have generated a reference number. Your ticket code is LTK529016157939X. Please use this code in any further communication.
Ensuring you our best services at all times.
Best regards
SimplyElectronics Support Team


Received 19/04/2012
Dear John

Thank you for shopping with SimplyElectronics!

I am delighted to inform you that your order, order number: 394435-752251 has been dispatched and you should receive it by 2-3 working days .




Meanwhile, I will monitor the delivery progress and keep you updated at all times.

I would be very grateful if you could send me an email at http://www.simplyelectronics.net/csform.php
to confirm that your order has been received.

Please feel free to contact us if you have any query and we will be delighted to assist you.

Assuring you our best services at all times.

Emma Gowan
Customer Service Executive

I doubt that it has been dispatched. And I don't think they will ever cancel the order.
I think you are just going to have to wait it out.

I think it's time to contact the dept of Fair Trading (or appropriate). Are they in Adelaide or Perth?

Actually, I've just checked the White Pages, and there's no listing.:doh: I wonder if the phone number supplied is just a forwarding number to wherever they are. I'd have to say that some of the wording in those emails is Chinglish, and the dopey repetition sure reads like "from somewhere outside Oz to the North-East". Forget about the personal names being used (as being western).

I begin to understand the "Grumpy" part - and rightly so!:D

Quote:

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Originally Posted by FenceFurniture

I think it's time to contact the dept of Fair Trading (or appropriate). Are they in Adelaide or Perth?

Actually, I've just checked the White Pages, and there's no listing.:doh: I wonder if the phone number supplied is just a forwarding number to wherever they are. I'd have to say that some of the wording in those emails is Chinglish, and the dopey repetition sure reads like "from somewhere outside Oz to the North-East". Forget about the personal names being used (as being western).

I begin to understand the "Grumpy" part - and rightly so!:D

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They operate from Kowloon, China. I was aware of this when I placed the order. I've ordered from them before and they were a week late then, but this order has been dragging on for almost a month now. The first time I ordered from them it was for ~$3200 worth of camera gear, which arrived after about 3 weeks, advertised delivery time ~8 days plus packing 2-3 days. That's about 2 weeks with non business days taken into account.

Good news, I just arrived home from a week in Cairns and the flash unit was waiting for me on the kitchen bench :2tsup:.

If you need an item by a date it may be better to pay a few extra $ and collect it from a bricks and mortar store than to buy on line.
If the delivery date is not important and are prepared to risk your money then on line is worth the chance.
Yes the vast majority of transactions probably go as they should but as this thread (and others) have indicated it is very :((:oo::o:(( frustrating when things go pear shape.

Quote:

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Originally Posted by Grumpy John

Fool me once, shame on you; fool me twice, shame on me.

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And are you going to make it three times ? or is twice enough. :U

Peter.

Quote:

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Originally Posted by Grumpy John

Good news, I just arrived home from a week in Cairns and the flash unit was waiting for me on the kitchen bench :2tsup:.

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OK, so the delivery time was something like 21 March to 24 April -- taking account of the expected delivery time, all up the "delay" was around 2-3 weeks.

The goods were delivered -- so you didn't lose your money

As other posters have said, you have to balance the cost of a possible delay with the expected savings

To me, looks like you got a good deal

Quote:

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Originally Posted by Sturdee

And are you going to make it three times ? or is twice enough. :U

Peter.

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Twice was enough :p.
Last Wednesday I ordered a light meter from DigitalRev, by the looks of things I'll have it by Friday this week, or at the latest Monday next week. Looks like I'm not the only one unhappy with Simply Electronics.