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ebuyer - still have terrible customer service
http://www.ciao.co.uk/opinion_view.p...duktId/5107918
http://www.ebuyer.com - Computer hardware supplier I've bought stuff from ebuyer on a couple of occassions, with some success, and some failures. Their ability to process orders for items that are in-stock is fine. Prices are low, which is the only reason I keep returning. No problems with ebuyer thus far. Good things about ebuyer are the range of kit on offer, and the prices. They generally have most of the items I'm looking for, with a reasonable variety. The website is efficient, and easy to use. Even the order management system on the website is pretty advanced, allowing you to see your orders, and modify them after they have been submitted. Sometimes you also get tracking information directly from the ebuyer system. When things go well, it is a delight to use. Delivery charges are low to average for this sort of supplier. One minor issue is that they ship from different places, and occassionally drop ship direct from suppliers. This means that they sometimes ship in multiple consignments. In my area they use initial city link, which is probably the worst delivery service I've ever had the pain to use. They never answer the phone, and will NOT deliver to a neighbour. The main problem with ebuyer is that when they encounter an item on your order that is out of stock - they put a halt on the entire order. I don't believe they put any effort into ordering the out of stock item specifically for your order... but just wait for it to come back into stock. When, and if this item comes back into stock they take another look at the order. If everything is then in stock, they will ship, however if any of the other items on the order have gone out of stock in the mean time, then the order goes on hold again. They don't reserve items for a particular order. I guess this keeps their inventory costs as low as possible. This means that it can take forever to get an order out of them if it contains more than one item that is out of stock. On my current order I've got a computer case, that is quoted as being ordered-on-request with an expected lead-time of 10 days. I've already broken my order into 2 orders, one containing the items that are in-stock, and the other JUST containing this case (at my cost!) It has now been over 30 days, and I've asked on many occassions to understand if the case has actually been ordered from the supplier - but to no avail. The team that answers the enote system don't appear to have the ability to find out any information - but just return enotes with canned standard answers. I've tried calling them in the past... but it doesn't usually help much, and you have to wait for ages to get to talk to someone. Update - They finally answered the phone, and said the case had been ordered and would arrive within 7-10 days. The guy actually confirmed that the product manager had actually just discussed this with their supplier, and their supplier had confirmed that the case was on the way. Update2 - The next day I get an eNote from them saying that the case has been discontinued, and that my order had been cancelled. I just don't get why they were unable to do this a month ago. I logged an eNote on the system expressing my disappointment. It was closed without response. This is why I'm posting this warning here for all to see. Incredibly frustrating process, and a complete waste of my time. The summary is - if your kit is in stock - then they are a good, cheap supplier. If something goes out of stock - just cancel the order. A. |
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