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Topic # 123178 27-Jun-2013 12:12
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So I placed an order for an EK water cooling kit on the 4th of June - payment via credit card.
Received a confirmation email of the same.

Then on the 8th of June I sent an email asking for a status update - the website said that it would be delivered in three working days or something to that effect. In fact I even paid extra for fast courier shipping, since I wanted to build my system during the weekend, but they didn't send a tracking number or anything.

Got a reply back on the 10th - 2 days later - saying that they have to order the item as it's a "special" order, and the ETA was 15th. This was NOT indicated on the website. I mean if I knew that it wasn't in stock and that I had to wait two weeks, I would have rather placed the order directly from EK instead of going thru a middle-man and wasting money.
After speaking to a rep the next day, he said the stock status was indeed on the website - and lo and behold, when I went to check the site, there it was. So it looks like they added the info *after* I placed the order. Unfortunately I didn't take a screenshot or anything before placing the order, so I don't have any proof that the status was added after the order. Still, the original order confirmation email I received from them never mentioned anything about the status of the stock. The email says "Once an order is ready to be dispatched most items take an average of 1-2 working days in North Island."

The rep I spoke to said that I should have received an email with an ETA / stock confirmation, but I never did.

Anyways, I decided to wait till the 15th now that my weekend plans were ruined and all.

I then sent an email on the 18th asking for an update, and have never received a response *till date*. I could have phoned them in between, but work has been really hectic so I didn't really have any free time to follow it up during working hours.

Anyways, I finally managed to get some time off today, so I called them. The rep said they apparently sent an email on the 15th (lies) and that it indicated the product would be in stock in a week. Even if that was the case and they did have the product in stock last week, why the heck didn't they ship it out already? The rep I was speaking to in the morning said that they will ship the product today and send me all the necessary emails, but its noon now and I'm still yet to see any email from him - and I even asked him to forward me the old emails that he allegedly sent.

I don't mind waiting - I'm usually a very patient guy. Heck I had to wait for many months for my Raspberry Pi to arrive.
But this was a $500 order, there were no ETAs, lack of communication, and all this while my money was just sitting in their bank and earning them free interest.

I'm really, really angry at their service, and I don't know what to do - is there a consumer forum or something I can complain to? Or any online sites I can leave a poor rating on? I mean, heck I've had a hundred times better service when buying from eBay or Trade Me - the fear of getting negative feedback often keeps sellers on their toes, and on top of it you have eBay/Trade Me's buyer protection options.

Would appreciate your opinions on how I can seek compensation or take action against Computer Lounge.

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  Reply # 846048 27-Jun-2013 12:12
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Hmmmm. Here we go.




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  Reply # 846054 27-Jun-2013 12:18
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Have brought many, many items from CL and never had a single issue myself and always recommend them.

I think you just have to give them the benefit of the doubt and let them sort it out for you. After all, its the putting right that counts :-)




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  Reply # 846064 27-Jun-2013 12:20
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Have they charged your credit card?

If so, that is pretty poor form. You could ask for a refund and get it elsewhere, and tell them why,



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  Reply # 846068 27-Jun-2013 12:25
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geekiegeek: Have brought many, many items from CL and never had a single issue myself and always recommend them.

I think you just have to give them the benefit of the doubt and let them sort it out for you. After all, its the putting right that counts :-)


Sorry, but there is no excuse for lack of communication - especially from a supposedly established entity like CL. I mean I could understand if their email server was broken or something but it's not - so either they are lying or their systems / QA / management is very poor.



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  Reply # 846074 27-Jun-2013 12:31
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trig42: Have they charged your credit card?

If so, that is pretty poor form. You could ask for a refund and get it elsewhere, and tell them why,


Yep, they charged my cc on the 4th of June itself, and I have it in my bank statement as proof. 

I could ask for a refund and buy elsewhere, but no one else in NZ has it (and looks like CL didn't either). I could order from EK now but that would take two more weeks and CL says they have it in stock now. I'll wait till tomorrow and see how it goes.

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  Reply # 846098 27-Jun-2013 13:21
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Charging you when they don't have the stock on hand is a violation of the Visa/Mastercard merchant agreements. Remind them perhaps that as they have charged you, they are under an obligation to ship immediately and that if they can't do this they are required to refund you.

As a goodwill gesture, I'd at least expect them to refund you the "fast shipping" you paid extra for and ship it faster at their expense.

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  Reply # 846108 27-Jun-2013 13:25
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Kyanar: Charging you when they don't have the stock on hand is a violation of the Visa/Mastercard merchant agreements. Remind them perhaps that as they have charged you, they are under an obligation to ship immediately and that if they can't do this they are required to refund you.

As a goodwill gesture, I'd at least expect them to refund you the "fast shipping" you paid extra for and ship it faster at their expense.


Are yousure about that. When I last ordered from the 1 day website, they charged my cc straight away, but it took 3 weeks for the goods to arrive. When I questioned them about  the delay, they said they hadn't ordered the goods from their supplier until all the orders for that day had been placed, and they were waiting for their supplier to deliver the goods. Maybe not all cc agreements are the same, as most online stores I suspect wouldn't have stock on hand.



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  Reply # 846129 27-Jun-2013 14:03
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Finally got a reply from CL - they saw my post here. :)

They have apologized, and said that they will be shipping the item out today. As a nice gesture they are also throwing in a couple of games for the inconvenience caused.

Thank you Geekzone, for hearing me out!

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  Reply # 846159 27-Jun-2013 14:23
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d3Xt3r: 

Sorry, but there is no excuse for lack of communication - especially from a supposedly established entity like CL. I mean I could understand if their email server was broken or something but it's not - so either they are lying or their systems / QA / management is very poor.


Who's your email provider, it's entirely possible they sent emails that you didn't receive because of your providers end.

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  Reply # 846160 27-Jun-2013 14:24
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d3Xt3r: Finally got a reply from CL - they saw my post here. :)

They have apologized, and said that they will be shipping the item out today. As a nice gesture they are also throwing in a couple of games for the inconvenience caused.

Thank you Geekzone, for hearing me out!


Good to hear, never had a problem with them myself and they're usually great to deal with.



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  Reply # 846172 27-Jun-2013 14:32
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Ragnor:
d3Xt3r: 

Sorry, but there is no excuse for lack of communication - especially from a supposedly established entity like CL. I mean I could understand if their email server was broken or something but it's not - so either they are lying or their systems / QA / management is very poor.


Who's your email provider, it's entirely possible they sent emails that you didn't receive because of your providers end.


Standard GMail account, I received other emails from them as well as the email they sent out today as well, so it's not like it's getting blocked. I also check my Spam folder regularly.

In any case, it's been sorted out so just awaiting for my stuff to arrive and will update this thread.

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  Reply # 846184 27-Jun-2013 14:42
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I sent the link to Billy

I'm a regular customer there it's not often things get missed like this, glad its sorted now

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  Reply # 846207 27-Jun-2013 14:59
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Have bought many things from CL myself and have never had a problem

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  Reply # 846225 27-Jun-2013 15:26
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To be fair, no company is perfect, and every company, even the best ones, will drop the ball at some stage. So glad they put the matter right.

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