Bad experiences with Fishpond?

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jesterz

97 posts

Master Geek

#135170 17-Nov-2013 13:19

Hi all,

Has anyone else had a bad experience with Fishpond?

They cancelled an order on us and we're finding it really hard to get a refund out of them (in fact they aren't responding to any emails or tweets). NZ online retailers are normally great but this had left a really bad taste.

Thanks

sidefx

3712 posts

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#935205 17-Nov-2013 13:37

A friend had issues with them shipping a book which I think their site said was in stock, but then took 5 or 6 weeks to arrive. I think their communication was pretty poor in that instance too. I've never bought from them because the few times I've looked at them their prices have been too high.

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happyone65

131 posts

Master Geek

#935208 17-Nov-2013 13:45

hi,i have used them a couple of times and my only moan was it took so long to get to me,i think when they say its in stock check weather that's in nz or uk because I think that's where most of there books come from.

mattwnz

20164 posts

Uber Geek

#935220 17-Nov-2013 14:22

I have personally found them excellent to deal with. Had to return some things due to damage, but easy to deal with. Sure stuff can take a while, but it is no different from buying stuff from overseas, as much is imported from overseas as you order it in. Sometime you can be waiting months for some stuff from china for example. Sounds odd that they cancelled and not refund, you could always go to your credit card company. I have tweated them in the past and they were very quick to reply. How long have you given them?

NonprayingMantis

6434 posts

Uber Geek

#935222 17-Nov-2013 14:25

I've found them great. They have instantly refunded me for things that never showed up, no questions asked.

tchart

2380 posts

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#935239 17-Nov-2013 15:17

We've had problems in the past. Ordered something that was in stock (site said 3 in stock when we ordered) but they cancelled the order and said they didn't have stock.

Also bought a mystery box from one of their toy sales, one box had broken stuff and the other contained an adult mystery novel and a facial buffer. Maybe their mystery box department switched the kids boxes with the old lady boxes?

jesterz

97 posts

Master Geek

#935291 17-Nov-2013 19:10

mattwnz: I have personally found them excellent to deal with. Had to return some things due to damage, but easy to deal with. Sure stuff can take a while, but it is no different from buying stuff from overseas, as much is imported from overseas as you order it in. Sometime you can be waiting months for some stuff from china for example. Sounds odd that they cancelled and not refund, you could always go to your credit card company. I have tweated them in the past and they were very quick to reply. How long have you given them?

It's been 10 days with no response to follow-up emails and tweets. Very strange given that you've had no probs.

Inphinity

2780 posts

Uber Geek

#935297 17-Nov-2013 19:23

In my experience they can be a bit slow to respond (though I usually find 3 - 4 working days, not 10), but have never ha an issue getting a positive resolution..

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mrphil

424 posts

Ultimate Geek

#935312 17-Nov-2013 19:40

i doubt i would ever use them again cause they are just too slow

as for replying emails they were pretty good, normally within that day

alasta

6706 posts

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#936300 17-Nov-2013 21:15

A couple of years ago I ordered something and they messed me around for weeks, constantly pushing out the estimated delivery date. When it eventually became apparent that they were never going to be able to supply the product I requested a refund and, to be fair, they processed this without any issues.

I would never deal with them again personally.

nakedmolerat

4629 posts

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Lifetime subscriber

#936341 17-Nov-2013 23:18

I have been using them many times over few years. Never had any issue.

heapsort

246 posts

Master Geek

Lifetime subscriber

#936388 18-Nov-2013 08:14

I have purchased a few things from Fishpond, and all took longer than expected to arrive. I understand that happens sometimes. It's acceptable. But the customer service wasn't.

The final purchase was at least a few months from order date to delivery. The order status changed to Shipped quickly, but nothing arrived. After a long wait I enquired and was assured that "Shipped" didn't simply mean something moving from one warehouse to another - there absolutely certainly was a package that had been sent with my address on it.

But a few weeks after that, a change of story: "our original supplier did not have any stock - we are locating the item from another supplier." Hmm, so why was I told something had been shipped to me? Requests for an explanation of how their previous answers got it wrong, were met with nothing but pre-written stock answers unrelated to my questions.

I won't buy anything from them again.

xpd

Geek @ Coastguard NZ
13768 posts

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#936412 18-Nov-2013 08:59

Weve purchased the odd thing at work from them, but shipping is painful and pricing isnt always the best ($150NZD for a book from Fishpond - picked it up from Amazon for $70NZD inc shipping and arrived within a week).

They must have a phone number somewhere - nice that their contact us page isnt available to the public unless you have account...

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andrewNZ

2487 posts

Uber Geek
Inactive user

#936433 18-Nov-2013 09:17

xpd: Weve purchased the odd thing at work from them, but shipping is painful and pricing isnt always the best ($150NZD for a book from Fishpond - picked it up from Amazon for $70NZD inc shipping and arrived within a week).

They must have a phone number somewhere - nice that their contact us page isnt available to the public unless you have account...

From fishponds own FAQ's http://www.fishpond.co.nz/helpdesk.php?question_id=1056

What is Fishpond's phone number?
Fishpond does not provide a customer service phone number.

If the original payment was by Credit Card, refunds can take a while to show up.

pctek

807 posts

Ultimate Geek
Inactive user

#936704 18-Nov-2013 15:24

Are you kidding? In the age of the internet you didn't check user reviews first?

You'll find a few happy ones and millions of unhappy ones.

Their service is abysmal.

Try The Nile or Mighty Ape instead....way better service.

mattwnz

20164 posts

Uber Geek

#936714 18-Nov-2013 15:35

I think it must depend on the type of item your are ordering, as they must ship from many different suppliers around the world. I have only found their service to be excellent, in fact a lot better than local big box retailers.