Internet Shopping

[GoGuppy]

G'day all

First of all let me say that I have been buying items over the internet since who knows when, in fact it must have been when Amazon.com started selling books online. I have bought many items online, from books, to hand tools and aquarium products, to name but a few. Never had problems with internet fraud and all email communication with the many vendors has always been very professional and often really friendly and helpful. :biggrin: .

Unforetunately, it only takes one bad experience to make you very wary. I know there was a previous topic on bad experiences with online shopping, but that one mainly concerned live fish, arriving not so lively!! :( .

My recent bad experience was with an Ausssie internet company calling themselves Aquarium Supplies Market. I purchased various items of equipment for my aquarium from them over the internet and transferred the indicated amount (goods + postage) electronically to their bank account and advised them accordingly. This was on early September 2007 and I advised the company by email that the transfer of funds had been made. Since then I followed up by email about three times requesting a delivery status with no response, other than them saying that the product would be restocked in a week. As there was no response and also no contact number on their website, I sent them an email cancelling the order stating the following reasons:
...They failed to ship upon receipt of payment, as per their original advice
.. They provided no advice item was out of stock until I queried delivery
.. They provided no response to my follow up emails

Despite 11 follow up emails in less than 3 months to ASM requesting a refund since cancelling the order, I have still not received a refund, nor have I received the goods! I have bought the equipment in the meantime from an alternate online shop, who do have a contact number on their website (not that I have ever needed their number; the goods arrived within 3 days!).

I recently referred the matter to the NSW Department of Fair Trading and will let you know how it goes.

Any other bad experiences (or out of the ordinary good experiences) folks want to share?

Cheers for now.

[joz]

Ouch GG,good luck with any procedings.

If buying over the internet I'd suggest paypal transactions only.
It gives some level of protection at least.
Or pick up and COD if it suits.

:(

My main issue is about buying things via ebay and them not being as described. :angry:
Try to only buy from people with excellent feedback.

[bettamuse]

Not good at all. I usually don’t comment on these threads as part of our business is mailing /shipping fish.

I have seen this a few times and it seems to have a common thread. No contact phone number just emails.

Only buy from people that have a phone number listed. Unfortunately the internet gives people an easy buffer between themselves and disgruntled customers.

Its good to see that you followed it up with a complaint to fair-trading.

The only aquarium produce shipper/seller we use is Aqe of aquarium. Never had a problem with Ben’s service or price.

BM

[Emma2938]

Hmm,
I hate it when that type of thing happens, I've been lucky so far as well. But I'm thinking of buying some reflectors from an online store based in brisbane called guppy1. they have their own site but are also on ebay. Has anybody purchased thru them? they have some bad feedback on ebay but its mainly customers complaining that a light tube was busted on arrival. I can understand how that could happen in the post so i wouldnt bee to upset about that.
Emma

[GoGuppy]

Hi all

Thanks for the above comments. I'll only buy in future from online stores with preferably an address given, but as a minimum a phone number listed, I think that's the key.

Emma, I don't know of guppy1 (no relation!!), but as far as breakage is concerned, I agree that this is always a possibility and the cost of insurance to cover this is not always worth it.

Good luck.

[krisisdog]

I found that
http://www.aquariumproducts.com.au/
and
http://www.aquariumproductswholesale.com/

were both very good with prices, postage, and customer relations, especially the first site. they didnt have the single 6ft light which I paid for, so I got a discount on the double, all done the next day. I also got my canister from them. postage is only 7.50, no matter how much crap you order, and if large (like my 6ft light and filter) its couriered, at the same price.
I honestly cant recommend them highly enough!

Always check the contact us page for a phone number, not a mobile, a shop address, and a non dodgy sounding email. If it doesnt look like the one on aquariumproducts.com.au then beware.

merry xmas all.

[GoGuppy]

4. In conclusion, DO NOT deal with companies that do not list a phone number, an ABN number and a contact address on their website.

Cheers

[bettamuse]

Sounds like some valuable lessons learnt, all should take note of.





Just a side note as a business that does ship fish and products. We often get people email us and then every half hour later, send a more abusive email because we haven’t responded to their last one immediately. Give it at least a day before getting too concerned. This is people wanting things, not necessarily people that have arranged to buy from us already.

We check emails each night if possible, normally around midnight as this is the first time we have stopped all day. It annoys us no end that some people just expect you to live on the computer to be at their beck and call. Those emails from non customers, normally just get deleted as we are tired and it shows us that those people are just going to be difficult to deal with.



If you do get fish/equipment sent by couriers, Please, Please, Please, find out the name and number of your local delivery driver.

Most couriers employ contractors and are only too happy to give you the name and number for the owner/driver they use in your area.

This way if the parcel doesn’t arrive on time you can ring the driver and find out why.

The number of times we have been called on a Friday afternoon after 5pm to be told by a concerned interstate buyer that the parcel of live fish didn’t arrive, Thursday like it should of, is frightening. Our first questions will be, Who is your local delivery driver? and why didn’t you call us last night or Friday morning? Not wait till the company has shut for the weekend making it near impossible to find the parcel !!!


Yes we have a phone number and we actually prefer you ring if you have questions ,not email as it will rarely be answered immediately.


Just a view from the other side.



This is in no way condoning the appalling treatment Go-Guppy got .

Cheers

BM

[GoGuppy]

Thanks Bettamuse
I agree with yr comments. It's always better to call, if possible, than send an email. :wink:

And yes, don't leave things till after Friday 5pm and then expext an instant response!
Cheers