This is a copy of my recent correspondence wth ebuyer.
I am writing to complain about a very unsatisfactory, unpleasant and unnecessary experience I recently endured with your company ebuyer and the courier service UPS.
We purchased a TV DVD combo from you order No. 14475091. UPS attempted to deliver a couple of days after we received email confirmation of dispatch. We were at work so only received a delivery attempt notification ticket. We then contacted UPS to arrange another delivery. We were told by UPS we had to contact ebuyer to arrange delivery. We contacted ebuyer on Monday 10th May (UPS attempted delivery a couple of more times prior to this) I spoke to a customer services agent to explain the situation. I was put on hold while she spoke with UPS. It was agreed they would attempt delivery again the next day on Tuesday 11th May after 2pm. I made it clear nobody will be home before. I took an afternoon of work so I would be home when the package arrives. I arrived home at 13.50pm to discover another attempted delivery slip, timed at 10am. I could not believe this level of incompetence.
I telephoned customer services again and this time requested to speak to a more senior member of the call centre. I explained my frustration and was told there is a facility at the checkout to “timeframe” a delivery, but this incurred an extra charge. I was furious at this. This should be a regular service for EVERY delivery. This I consider outrageously poor customer service. In the current economical climate, where services are just as important as the goods they sell.
When the package was finally delivered at alternative address (because they couldn’t/wouldn’t deliver pm in Folkestone) The seal of the package had been compromised, when questioned about this the delivery man was rude and unhelpful.
Ebuyer service is a dreadful example and a poor advert for ecommerce. I will not be using them again.
In this day and age of technology it is unfathomable why there isn’t better liaison between supplier and delivery.
How much money does UPS lose with this repeated delivery attempts method? The first failed delivery you would think “oh they’re probably at work” the second you would think “yes they’re at work”. To continue to attempt delivery at the same time every day can only be described as stupid! Not to mention costly for UPS especially if you multiply this by deliveries worldwide, the loss in fuel and man hours probably equates to tens of thousands of £’s
To conclude, I will not be buying from Ebuyer again.
