Getting refunds from online orders

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Geektastic

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#98670 3-Mar-2012 16:35

I ordered a 27" screen from a big computer company that sounds a bit like a well known NZ pizza outlet...!

Price was $1250 or thereabouts.

Literally the following day, they put it on sale for $999. So of course I rang them and mentioned this and suggested that I would prefer to pay $999.

They asked me if I wanted to return the $1250 one and order another, to which I suggested that they could simply refund the difference to my Visa Debit card rather than waste fuel and shipping resources sending another one and taking one back.

Nope. Too easy. Of course.

So we have to send the first one back and they will send a second one and refund the $1250.

No problem - one goes back and one arrives. All good.

Except...no refund. So now I have one 27" monitor but have paid for two.

I have rung customer services (in Singapore I think) and got assurances no less than 6 times that (a) the refund is on the way and (b) someone will ring me to confirm it. It has now been nearly 3 weeks since the first monitor was returned.

I am reaching the end of my patience in this matter as I do not seem to be making any progress.

Just wondered if anyone else had experience in getting their money back from this company and/or any suggestions for getting traction?

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#589898 3-Mar-2012 16:37

Why not just tell us the company name?

Geektastic

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#589901 3-Mar-2012 16:40

Wasn't sure that was allowed!

johnr

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#589902 3-Mar-2012 16:40

Geektastic: Wasn't sure that was allowed!

So we are meant to guess the company name?

Geektastic

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#589908 3-Mar-2012 16:51

As I said - it sounds like a pizza company in NZ...!

Dell.

mattwnz

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#589909 3-Mar-2012 16:53

Geektastic: I ordered a 27" screen from a big computer company that sounds a bit like a well known NZ pizza outlet...!

Price was $1250 or thereabouts.

Literally the following day, they put it on sale for $999. So of course I rang them and mentioned this and suggested that I would prefer to pay $999.

They asked me if I wanted to return the $1250 one and order another, to which I suggested that they could simply refund the difference to my Visa Debit card rather than waste fuel and shipping resources sending another one and taking one back.

Nope. Too easy. Of course.

So we have to send the first one back and they will send a second one and refund the $1250.

No problem - one goes back and one arrives. All good.

Except...no refund. So now I have one 27" monitor but have paid for two.

I have rung ?customer services (in Singapore I think) and got assurances no less than 6 times that (a) the refund is on the way and (b) someone will ring me to confirm it. It has now been nearly 3 weeks since the first monitor was returned.

I am reaching the end of my patience in this matter as I do not seem to be making any progress.

Just wondered if anyone else had experience in getting their money back from this company and/or any suggestions for getting traction?

If you don't get anywhere, you maybe able to do a chargeback on your credit card, but I would contact your bank, as you may need to do it within a month of the purchase. I guess this is one of the drawbacks with trying to save a bit and buy online from overseas, rather than buying locally.
They also should have just refunded your the difference.

mattwnz

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#589910 3-Mar-2012 16:54

Geektastic: As I said - it sounds like a pizza company in NZ...!

Dell.?

They are pretty good at resolving problems eventually. It can take them sometime though. Ask to get it put through to their resolutions team.

Geektastic

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#589912 3-Mar-2012 16:59

I'm not sure you can buy Dell stuff locally - certainly not locally to me!

The web address for their online purchases is .co.nz so I presumed it was local - it was certainly supplied from within NZ as it got here way too fast (24hrs) to have come from overseas.

I agree - refunding the difference would have been far more sane but they claimed that it was 'not possible'.

mattwnz:
Geektastic: I ordered a 27" screen from a big computer company that sounds a bit like a well known NZ pizza outlet...!

Price was $1250 or thereabouts.

Literally the following day, they put it on sale for $999. So of course I rang them and mentioned this and suggested that I would prefer to pay $999.

They asked me if I wanted to return the $1250 one and order another, to which I suggested that they could simply refund the difference to my Visa Debit card rather than waste fuel and shipping resources sending another one and taking one back.

Nope. Too easy. Of course.

So we have to send the first one back and they will send a second one and refund the $1250.

No problem - one goes back and one arrives. All good.

Except...no refund. So now I have one 27" monitor but have paid for two.

I have rung ?customer services (in Singapore I think) and got assurances no less than 6 times that (a) the refund is on the way and (b) someone will ring me to confirm it. It has now been nearly 3 weeks since the first monitor was returned.

I am reaching the end of my patience in this matter as I do not seem to be making any progress.

Just wondered if anyone else had experience in getting their money back from this company and/or any suggestions for getting traction?

If you don't get anywhere, you maybe able to do a chargeback on your credit card, but I would contact your bank, as you may need to do it within a month of the purchase. I guess this is one of the drawbacks with trying to save a bit and buy online from overseas, rather than buying locally.
They also should have just refunded your the difference.

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shadybrothers

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#589921 3-Mar-2012 17:08

Geektastic: I'm not sure you can buy Dell stuff locally - certainly not locally to me!

The web address for their online purchases is .co.nz so I presumed it was local - it was certainly supplied from within NZ as it got here way too fast (24hrs) to have come from overseas.

Some local retailers stock dell laptops.

Had an iPhone arrive from Apple Sydney within 19 hours so it is possible.

Stick with them and they will resolve this for you, they are pretty good with this stuff.

this is a slap in the face!

gzt

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#589931 3-Mar-2012 17:25

They've had more than two chances to get it right. Just get a credit card refund, it will be quicker.

mattwnz

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#589947 3-Mar-2012 17:59

Geektastic: I'm not sure you can buy Dell stuff locally - certainly not locally to me!

The web address for their online purchases is .co.nz

Anyone from anywhere in the world can buy a .co.nz domain. It would be good if they were restricted, like they are with .com.au domains.

gregmcc

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#589952 3-Mar-2012 18:18

gzt: They've had more than two chances to get it right. Just get a credit card refund, it will be quicker.

Best to action this right away, it's been a month, it could quite easily drag out another 2 months, then there is no chance of a chargeback on the credit card

gzt

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#589953 3-Mar-2012 18:22

gzt: They've had more than two chances to get it right. Just get a credit card refund, it will be quicker.

gregmcc: Best to action this right away, it's been a month, it could quite easily drag out another 2 months, then there is no chance of a chargeback on the credit card

yeah, i mean dell will eventually sort it out one way or another but it is one call (and maybe a fax) to your bank vs xy annoying calls to dell..