Awful customer service from TheMarket.com (The Warehouse Group)

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xpd

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#2887585 17-Mar-2022 14:07

Go to whoever supplied TheMarket with the TV or the local repair agent. Cut out TheMarket.

I had issues with a Samsung screen purchased from well known PC retailer - they didn't want anything to do with it (Until I "screamed" CGA at them but by that point I had given up on them doing anything), so I went direct to Samsung who just asked why I didn't deal with the retailer, gave them my story and they took in the screen and did the work no problem.

XPD / Gavin

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insane

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#2887606 17-Mar-2022 15:06

xpd:
Go to whoever supplied TheMarket with the TV or the local repair agent. Cut out TheMarket.

I had issues with a Samsung screen purchased from well known PC retailer - they didn't want anything to do with it (Until I "screamed" CGA at them but by that point I had given up on them doing anything), so I went direct to Samsung who just asked why I didn't deal with the retailer, gave them my story and they took in the screen and did the work no problem.

The point is you shouldn't have to. You have zero direct relationship with their supply partners - that's their responsibility for aggregating and selling products and clipping the ticket.

They are trying to be like Amazon, but wanting to operate like TradeMe.

antonknee

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#2887677 17-Mar-2022 16:08

insane:
xpd:

Go to whoever supplied TheMarket with the TV or the local repair agent. Cut out TheMarket.

I had issues with a Samsung screen purchased from well known PC retailer - they didn't want anything to do with it (Until I "screamed" CGA at them but by that point I had given up on them doing anything), so I went direct to Samsung who just asked why I didn't deal with the retailer, gave them my story and they took in the screen and did the work no problem.

The point is you shouldn't have to. You have zero direct relationship with their supply partners - that's their responsibility for aggregating and selling products and clipping the ticket.

They are trying to be like Amazon, but wanting to operate like TradeMe.

Ironically, who supplied The Market is in fact The Warehouse aka the same company. Incidentally, The Warehouse want nothing to do with it and said talk to The Market.

But yes, @insane is correct - ultimately I shouldn't have to contact anyone other than who I gave my money to. They cannot have their cake and eat it too, if they want to run like TradeMe and just host listings then they should do that - but right now, their whole model sucks.

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#2908483 30-Apr-2022 10:14

Update -

Something's wrong with the controller or the brake sensors, the bike thinks the brakes are on all the time so won't engage the motor. What's worse than riding a 7 speed up a Wellington hill? A 7 speed with a heavy battery and motor that don't work.

They've sent me replacement brake sensor parts.

With no instructions.

With inadequate adhesive to attach them to the brake levers (one sensor has no adhesive, the other has its "don't stick to things in transit" bit missing).

With no "and your warranty remains valid if you self install these inadequate parts with no instructions".

This was not the cheapest ebike on the market - there were ones at about 40% cheaper (based on my recollection - 3 digit prices) listed at the time on TheMarket website.

Will send @TheMarket an email and if they don't phone me by Wednesday I will submit a claim through the disputes tribunal. As TheMarket provides no contact details other than a web form, I will have to use a company director as the contact person, and their accountant as the contact address.

In general, AAAAAAARGH.

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#2908532 30-Apr-2022 13:17

What clowns 🤡

quickymart

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#2908816 30-Apr-2022 20:07

What a great setup this sounds like. Not.

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deadlyllama

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#2914249 15-May-2022 16:27

As they refuse to refund/etc went to watch the instructional videos they sent.

The promised PDF isn't attached (can their ticketing system even do attachments anyway) and the videos are about a related topic (brakes) but not about brake sensors.

And clearly whining on GeekZone doesn't get someone from @TheMarket to sort things out like they did the first time.

Guess it's disputes tribunal time. Sigh.

Batman

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#2914251 15-May-2022 16:44

i thought the market is part of the warehouse group

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#2914252 15-May-2022 17:00

The market has been absolutely useless dealing with faulty products in my experience also…. They pitch themselves as a local Amazon alternative but don’t want any of responsibility that comes with operating a 3rd party marketplace.

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#2914344 15-May-2022 23:39

IANAL. But from my own experience, I understand that market is acting as an agent, and the invoice is issued buy them, but people should be still able to go back to the advertised retailer, or failing that, the manufacturer under the CGA.

antonknee

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#2915572 18-May-2022 13:34

I eventually got a resolution to my issue. I went back to their customer support a few times with no luck, in the end I emailed the CEO for TheMarket and he got it sorted. To their credit, they were very apologetic, they did offer a small goodwill gesture, and it was sorted the next day.

It just seems rather unfortunate that you need to talk to the CEO to get a simple solution.

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#2915581 18-May-2022 14:06

deadlyllama

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#2918921 26-May-2022 13:32

Thanks to @antonkee for kindly passing on the email address of TheMarket's CEO. I finally have a refund! If you too are having trouble with TheMarket, PM me for the magic email address.

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