Unsatisfactory experience with Warehouse1

On Friday 5th June I ordered 16GB (2x8GB) Kingston 1866MHz DDR3 1.35V SO-DIMM for $119.69 + $11.95 delivery. I then decided to cancel that order as I wanted to order an OCZ ARC 100 480GB SSD as well to get my invoice over $300 (for TRS purposes) and save with combined shipping ($19.95 - SSD shipping on its own is $18.95). They were quick to respond with the cancellation, that same day. I created a new order for both items on that same day. However the RAM was not in stock (it was never in stock on their website but still purchasable). By email correspondence, I asked them if they could send the SSD first by Friday 12th June to which they replied on Tuesday 9th June that they would and that the ETA for the RAM was 14 days. I transferred the funds via bank transfer (they do not accept PayPal unfortunately) and sent them the email receipt on that night. I did not receive the SSD until Monday 15th June thereby missing the TRS opportunity. But that wasn't what bothered me. What did bother me was what followed.

On Thursday 30th June, 3 weeks after being told that the ETA would be 14 days and not having heard a thing from them at all except an automated "rate your recently purchased products" email on Monday 22nd June for the delivered SSD, I inquired about the RAM. They replied the next day with "Unfortunately we've been advised the product on this order has become end of life and is no longer available, as such we are unable to supply this order, please let us know if you’d like to swap this over to something else or alternately we could arrange a refund." Of course I was rather displeased with this but was happy to accept a refund. They refunded me $119.69 for the RAM but only $1 for the combined shipping. I was not satisfied with this as I would not have proceeded with the order had I known that that was the case in the first place. I wanted more than just the $1 refunded, but obviously not the full $19.95 combined shipping rate, due to the inconvenience caused by their own incompetency. Unfortunately, they gave me the run around about not being able to refund more than what their supplier charges them for shipping simply because I am not happy. I talked to NSW consumer affairs at the end of today and unfortunately, as I had suspected, I did not have a case against them.

So just a word of warning for those considering purchasing from them. Save yourself the headache with these incompetent amateurs with no ethics and lack of consideration for at the very least, customer satisfaction. And yes, I should've known better since they are associated with MegaBuy with bad reviews on whirlpool. It's just that they were the only ones that could seemingly order the above RAM that I specifically wanted.

TLDR: Got told product would arrive. Product in fact was discontinued. Very minimally refunded for combined shipping. Would not have ordered 2nd product had I was told from the beginning that 1st product wasn't available. My fault but felt ethically jipped.

TLDR TLDR: Avoid.

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Comments

  • Reading your story I find it difficult to see what Wireless 1 did that was unethical. They acted on info from their supplier, when they were informed that the RAM is end of life, you got the refund. Those thing happen, refunding is proper way of handling it. As the shiping was combined, it is questionable what proportion should be refunded - maybe none? You did not mention why the item you received was delayed: them late shipping, or Aus Post. And for TRS you can order goods 60 days before leaving Aus, so late delivery issues can be avoided with a bit of advanced planning. There is even plenty of time for a product exchange within this time frame.

    Sorry, but I am with NSW consumer affairs on this one. Even you, as you said, "suspected" you may not have the case against W1 - in my opinion, you do not. Various problems do happen with mail order, and if a seller does not try to avoid communicating and offers refund - all is good.
    (and no, I am NOT associated with Wireless 1 in any way! Just my personal opinion).

    • There was nothing legally wrong with that they did. That wasn't my issue. Neither was the late shipping of the SSD.

      As with the department, I just wanted to confirm if I didn't have a case. I wasn't discouraged nor angry that I didn't.

      But the fact is, from what they confirmed with me, that the ram was indeed coming, as in back-ordered. Like I said, had I known from the beginning, if they had contacted their supplier directly and informed me of the ram being EOL then I would have never ordered anything from them and would have never taken advantage of the combined shipping. I was ordering on the basis of false information. It is not difficult at all for a retailer to confirm correctly whether or not a product can be sourced. In fact it's just a part of their job. Such a simple thing like that would've avoided this inconvenience. The fact that I was the one that had to contact them after 3 weeks shows that they don't care about their customers and only care about the money. Had I not contacted them, I doubt they would've followed up on my order and would've run off with my money (which then of course I would definitely have a case). I have dealt with plenty of B&M as well as online stores that prioritise customer service.

    • Warehouse1, not Wireless1.

  • +1

    Bit of an unfortunate situation, but I guess that's the risk of buying online.

  • Disgraceful . Disrespectful . Dishonest . Do not touch Warehouse1.com.au
    They messed up my order several time causing unacceptable delay, I cancelled my order and was informed of 7 day refund time, 14 days later still no refund. I brought in Consumer Affairs who helped but 2 days on and still no refund so now we go to VCAT. By the number of complaints on many internet sites about these amateurs, Warehouse1 should be shut down.

  • A quick google before purchasing might have saved you all the trouble.

    http://www.productreview.com.au/p/warehouse1.html
    https://forums.whirlpool.net.au/archive/2289733

  • I can only agree in all caps… DO NOT DEAL WITH THESE FKWTS!

    Needed to get a product ASAP for an EOFY purchase this year that needed to be received and receipted by next Friday (last day of EOFY). It was a "Spend the budget or you'll lose it" type scenario. The equipment I was after was a NAS with 12 x 10TB drives. To avoid excess CC fees I elected to buy just the plain NAS without drives via the Credit Card. (As long as I had just the NAS, with a serial number on it, then that was good enough for the accounts dept to sign for). It was $1700. I ordered the balance of 12 x 10TB drives to be paid using their direct debit facility. That was $6500. A few extra days waiting for money to show in their account and then get the drives delivered wasn't an issue in this situation. Here's what happened…

    1) Placed credit card order, money went out of my credit card, order confirmation sent. All good.
    2) Got an email a short time later saying:

    "PLEASE KINDLY READ THE BELOW:

    In order to protect the cardholder and make sure no-one is misusing your credit card, we need to perform random verification checks on some orders.

    As we cannot take a PIN number like a physical store, we ask that you email us from a business/work email address/domain to verify your order. (please note we are unable to accept free to use emails such as Gmail, Hotmail, .ME etc.)…."

    Luckily I had my own domain name as well and sent an email from there with the sales order reference. I was getting a little wary at this stage and now after this fiasco happened I took a look back more closely at the rest of the email and I realised that it was written in what I call 'Asian English' (no offence intended). Basically it was badly composed and not very professional in an English speaking country. That should have given me more pause to consider what I was doing but, silly me…

    3) Following morning I chatted on-line to confirm that they had stock and it would be dispatched and get here in time when my 'credit card had been verified'. Yes plenty in stock, blah blah.

    4) After the middle of the same day I rang and confirmed that they had received the email from me about the credit card. "Yes sir I can see it has arrived and it has been passed to the account verification team." ( Probably the janitor who doubles as the general manager, accounts manager, legal rep etc.)

    5) So today I get an email.

    "Your order is now in a list to be refunded by our accounts, it will not be forgotten or missed.
    We try to refund customers within 7 days of this email notice, Generally we refund in less than half this time.
    Please do not contact us regarding a refund unless it has not been refunded after 7 days
    We have not forgotten your refund, that is why it is in this list – it cannot be missed.
    Orders that have shipped will have to be returned to us and credited by the warehouse prior to being refunded
    Some goods may require inspection and verification of fault before a refund is issued."

    …and so on. They cancelled my order and theoretically are organising a refund.

    So I get on the phone on my way home from a job…

    "What the fk is all this sht? Why can't you accept my payment… why are your refunding?"
    "Sorry sir your card doesn't pass our verification checks!"
    "What do you mean? Why? I spend $100000 a year on that card buying from multiple sellers, including Umart and Apple and never have a problem. What is going on here?"
    "Sorry sir we cannot say"
    "Put me through to a manager"
    "No I can't. You must send me an email"
    "Put me through to a manager"
    "No"
    "You fkwts!"

    Hung up, rang back, same conversation. I almost crashed the car in anger whilst screaming my head off at them. When I got home I sent the filthiest of emails reiterating all of went on in the voice conversation. Then I go online to mwave (from whom I have successfully ordered in the past – silly me for not reusing them.) The order has gone through and is being drop shipped today from their supplier.

    So whilst they are 'refunding' my money, Warehouse1 has $6500 of my cash to theoretically supply me my 12 hard drives. Will I ever get them or will it become a nightmare? I am really feeling quite sick in the guts right now.

    Other points of interest. Mwave charges 2% for Paypal or CC. Warehouse1 charges 2.5% for CC and 3% for Paypal.

    Please, everyone tell 2 people and ask them to tell 2 people and so-on. Gotta stop these guys.

    <sigh>

  • Back in April, I ordered the RAM for my laptop with Warehouse1. On their website at that times, it said it was available to pick up. Two days after my payment to them was clear, still did not receive any Ready for pickup notification, so I called them. Turned out, they blamed that there was an error with the system which shouldn't show them ram as available. In the end, I had to wait for another week to get the RAM.

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