Vendor Reviews - EBuyer.com
Buyer.com are one of the larger online stores.
They have a presence in both the UK and the US.
Their website is extremely well set out and it
doesn't take you long to find what you are looking for. Their
front page lists various "best selling" items and even if you
didn't go shopping for those items in particular you might be
tempted.
Their range is very good indeed, you'd be hard
pushed to go to this site and then not find exactly what you
were looking for - if not you'd find something equally good and
still make a purchase.
Stock levels on the most popular items are very
good, most lines appear to be in stock and plenty of it to -
there will be no ordering something thinking it is in stock and
then the last few disappearing before your order is processed.
The prices are also very good, on par with other
online retailers with the majority of their stock, a lot cheaper
on a few lines and of course there are the odd one or two where
they are a little more expensive. Shipping costs are reasonable
and discounted delivery methods are also offered if you aren't
in a hurry for your items and don't mind waiting a little bit longer.
Ordering is a very straight forward process
and you are kept updated through a series of "notes" as your
order is first processed, your credit/debit card charged, the
item packed and then eventually your order dispatched. As new
notes are added to your order you will receive e-mail
notification.
This is also true if there is a problem with your
order, something dabs.com should really consider, if your credit
card has been declined for whatever reason it is nice to be told
rather than just sitting around and wondering why your items
haven't been dispatched.
It is not often that you get the chance to
test the after sales service of companies.
The majority of the time your order arrives as
expected and with computer hardware becoming more reliable and
where not the warranties getting shorter you really don't often
have to contact them.
My second purchase from this company did force me
to use their after sales support and eventually their RMA
process and I must say that so far I am not impressed.
A 17" monitor was ordered and eventually it was delivered to my work address.
Unfortunately it had been damaged in transit,
the box was crushed and the front of the monitor was broken and
smashed - this monitor would have to be swapped for another one.
Getting through to EBuyer via phone is not easy,
however as their website doesn't tell you what to do about items
damaged by the courier it was the only option I had. It took
five minutes before I actually got a ringing sound and a further
fifteen minutes before I was able to speak to a human voice.
I was told that I needed to go online and fill in
an RMA request even though this was obviously damage beyond my
control. Unfortunately once I'd finished on the phone and I
tried the process I was told about their website informed me
that the warranty for the monitor was with Samsung and they
should be contacted, EBuyer would not accept returns on this
monitor.
A further twenty minutes was spent on the phone
getting back to them and then their site was "unlocked" and I
was able to request an RMA for the monitor. The e-mail I
received informed me that I might have to wait two working days
before the RMA would be agreed and a number assigned to me.
The RMA process is very long and drawn out,
thankfully I got a reply later the same day. It informed me that
my RMA had been accepted and all I needed to do now was e-mail
some details to a particular address and a courier would be
booked to collect my "faulty" item and I assumed deliver my
replacement item. I was once more informed that a courier could
not be booked for within the next two days to allow them time to
get the booking sorted out.
On the morning the courier was due he arrived
bright and early to collect my damaged item. I asked him where
my replacement unit was, he told me he hadn't got one and had
simply been instructed to collect the damaged one.
I soon found myself back on the phone to the
customer service department. I was then informed this was
correct. A new unit would not be dispatched to me until 2-3
working days after they had received the item back so that it
could be checked.
Now I appreciate that the only people at fault
here are the couriers. EBuyer would not have let the item leave
them in that condition and I certainly hadn't jumped up and down
on the box.
However the simple matter was this was not MY
problem, however EBuyer seemed to want to make it so.
This kind of delay is unacceptable especially as
the majority of online retailers and manufacturers will send out
replacement items with the courier who is collecting the
faulty/damaged items.
Their site maybe great, the ordering system
may be one of the best. However their after sales service is not
so good and the delays involved in getting damaged or faulty
items replaced is really unacceptable today.
Sales Phone:- 0870 467 0753 (9:00am - 5:30pm Monday to Friday)
Online Support:- Via your Account page
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