Ordered Online, Received Empty Box (Pebble Watch DSE)

Loptimus on 20/11/2014 - 09:09

I ordered the Red Pebble online at Dick Smith after seeing this bargain https://www.ozbargain.com.au/node/169866.

I received the package from Star Track and it was sealed, no sign of any tampering or anything that looks suspicious, normal delivery…

As I opened it, Pebble box inside looks good too, it is not sealed but I didnt suspect anything as I understand sometimes they (Dick Smith) needs to check it or something.

But then as I opened the box, it is empty, the actual unit is not there! (except for the cardboard frame that watch boxes usually have).

I contacted these channels to reach DSE and resolve this issue:

  • [email protected], the email they used to send me the invoice. I attached pictures of the plastic, package box, etc.
  • CONTACT US link in their website.
  • I tried calling the branch (office hours) where the package was delivered from (DSE Chullora) as stated in the invoice, but no one answers.

I am an average online buyer (I think), and its the first time that this has happened to me. I dont know what will happen next actually. Either:

  1. DSE will make me send back the empty box to them (for whatever its worth) and send a new one, which Im afraid now it might be empty again.
  2. DSE will refund the price (less the delivery maybe), which sucks because its a good bargain!
  3. Ill be ignored, money lost… T_T

I just want that Red Pebble! (needless to say, its my birthday gift to myself).

Any insights from my fellow ozbargainers would be helpful.

General Discussion

Related Stores

Dick Smith / Kogan
Dick Smith / Kogan
Marketplace

Comments

  • CyberMurning on 20/11/2014 - 09:12
    +3

    you already done what you need to do:
    [email protected], the email they used to send me the invoice. I attached pictures of the plastic, package box, etc.
    -CONTACT US link in their website.

    now just be patient and wait their email response, or call again (last time i called, yes few mins waiting time but there are indian staffs that will definitely answer you and they know about your order etc etc.

    its not end of the world, relax

  • cloudy on 20/11/2014 - 09:24
    +1

    Keep us updated on what they say. If they just give u another one, they open a Pandora's box of potentially anyone saying their box is empty at any time and end up giving items away.

    If they don't give u a replacement, then heck if I'd ever online shop again.

    • cypher67 on 20/11/2014 - 11:16
      +2

      Agreed, its a pickle. It would be very hard for the OP to prove that the box was empty.

  • [Deactivated] on 20/11/2014 - 12:43
    +5

    Each delivery is weighed independently prior to shipping to prevent tempering, this is done by the freight carrier not the DSE's warehouse, if it's an empty box the weight will differ, obtain that detail from them and ask them to verify.

    • [Deactivated] on 20/11/2014 - 15:47
      +2

      Extremely useful info if the carriers actually do it. Thanks

  • Store Repdicksmith @ Dick Smith / Kogan on 20/11/2014 - 14:00
    +4

    Hi Optimus, a team member has been in contact with you to assist in resolving your enquiry. Please feel free to contact us if you need any further assistance. Thanks #DSHelp

    • [Deactivated] on 20/11/2014 - 16:07
      +2

      Nice but why was he ignored until posting here?

      • cloudy on 20/11/2014 - 16:09

        Same usual reasons? Think of paparich.

      • Richfield on 20/11/2014 - 22:41
        +2

        Where are you getting the idea DS have been ignoring him?

        • NosDan on 21/11/2014 - 10:19

          @dicksmith i had been in contact about a partial refund (was overcharged $10) and it was agreed that it was a mistake and you were to refund the $10 (i have the email) but no refund came and emails since have been ignored and unanswered for a couple of weeks, when the item arrived it was clearly used item, not new as you would expect. do i have any hope of a resolution when you refuse to answer repeated emails or do i need to begin a paypal dispute, its been 4 weeks now so ill need to begin the PP dispute within a couple of days if this is not satisfactorily resolved

        • Store Repdicksmith @ Dick Smith / Kogan on 21/11/2014 - 11:22

          @nosdan: Can you please send us a direct message with your order number so we can investigate?

        • NosDan on 21/11/2014 - 23:26

          @dicksmith: Your Order #100512115 (placed on 24 October 2014 4:14:06 PM EST)

        • Store Repdicksmith @ Dick Smith / Kogan on 25/11/2014 - 12:38

          @nosdan: Thanks for your patience, your refund for $10 has now been processed and should be available back in your Pay Pal account. Thanks #DSHelp

        • easternculture on 25/11/2014 - 17:44

          @dicksmith:

          rep can you reply to my pm's. Ive been waiting for the $50 gift card i won for 2 weeks now.

        • NosDan on 25/11/2014 - 17:51

          @dicksmith: you seem to have missed the rest of my message, so ill quote it here again

          when the item arrived it was clearly used item, not new as you would expect. do i have any hope of a resolution when you refuse to answer repeated emails or do i need to begin a paypal dispute

  • akastyl13 on 20/11/2014 - 16:19
    -1

    As @minty said, each delivery must be weighted prior to shipping to preven tempering, but I do not agree on the fact that is done by the freight carrier.

    I work in distribution warehouse and the activity of weighting / checking any order is done by us or the system prior to be despatched down a shipping lane and so on handed to the carrier.

    Providing Dick Smith with the Order Number, they should be able to retrieve what was the weight measured or if at any time a Quality Check was performed for any reason (weight failed on a scale for example).

    Then, if this is manually forced at the QA process which is what probably happened because an associate will see if the box is sealed and not weight it if he doesn't see any teared label, then the box will be "ok" to go.

    So I bet on:
    Carton fails weight
    Goes to Quality Check Station
    Associate check if all order is picked and confirm it's picked and by-pass the system / weight scale
    Sent to Carrier
    Delivered
    Customer not happy

    :)

  • optimus on 20/11/2014 - 17:07

    Thanks everyone, I received a call and an email from DSE today that my item will be redelivered to me.
    But I wont get my hopes up yet until I see the watch itself, and can actually wear it, because I might receive an empty box again.

    I hope DSE responded to my case not because I posted it here, but because I am part of a queuing system and its my day to be serviced…

    Anyway, I was really worried when this happened because at the back of my mind, who is to stop DSE (or any merchant for that matter) to say that I might have just taken the unit for myself then reported it was missing, and that they checked the box before they send it to the courier, which goes the same with the courier that they have some sort of system to ensure that the package is untouched or something. I dont have any proof for myself that I did not do such a thing.

    But seriously DSE, the box I received is really empty, I have witness, my housemate.

    On a side note, another issue arises now as what @cloudy said, "If they just give u another one, they open a Pandora's box of potentially anyone saying their box is empty at any time and end up giving items away."

    • bluedufflecoat on 20/11/2014 - 18:04
      +3

      Get a friend to record your opening the package.

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