Roboguy Refused to Give Me a Refund on Xiaomi Robo Vacuum Via PayPal Dispute. What Are My Options?

LCommerce8695 on 27/06/2017 - 18:54
Last edited 10/07/2017 - 13:31 by 1 other user

Hi guys,

As with many OzBargainers, I have ordered a Xiaomi Robo Vacuum Cleaner from RoboGuy. The item was promised to be delivered by the end of May, however, it was delayed until the end of June. As July is fast approaching, the RoboGuy marketing guy updated via OzBargain post that I have to now wait until near the end of July to receive my items. The update of the orders can be found in this post.

I have lost all confidence in receiving my items from this seller, as RoboGuy has failed to uphold their promise to deliver the items on time. I opened a PayPal case against RoboGuy, and their reply is as follows:

Hello [my name],

We are extremely sorry about the delay in delivery, however as we have processed and paid for your order we are unable to issue you a refund. Also under our terms and conditions, we are not obligated to provide you with a refund.

Once again we would like to apologise for the delay in delivery, however it was caused by events outside of our control. We are not making excuses or scamming our customers, just explaining the honest truth of what has happened.

We look forward to delivering your order as soon as possible.

Kindest Regards,
RoboGuy

  • RoboGuy, Tuesday, 27 June 2017 at 10:25:08 AM

I am not familiar with PayPal policies very well, and in this case, are there any other options for me to receive a refund?

SUMMARY OF SITUATION UPDATES

I have escalated my case to PayPal for their review. Link to the comment's full information can be found here.

I filed a formal complaint to the ACCC. Link to the comment's full information can be found here.

ACCC replied, PayPal case is now under review, and RoboGuy emailed me the shipment update (it has been delayed again). Link to the comments' full information can be found here.

I will continue to update this section as new developments occurs in regards to my case and report.

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Comments

  • immortalbjr on 30/06/2017 - 09:00
    +8

    I dont even trust paypal in cases like this anymore.

    I purchased fit bands off the scumbags lightinthebox and paid an extra $25 or so for express shipping, they sent it regular mail. Tried to get me to close the paypal case, left it open and paypal still ruled in their favour even though I provided evidence via their own messaging system they screwed up and were going to refund me, paypal musn't have even looked at it.

    Paypal and China/HK the likes can go to hell from now on. I removed all my bank accounts from paypal and now only pay via cc for items, if theres any dispute im going to my bank not wasting my time with paypal.

    • GregMonarch on 30/06/2017 - 12:39

      Paypal and China/HK the likes can go to hell from now on.

      Unless someone uses Aliexpress. I've gotten every refund due.

  • Cyphar on 30/06/2017 - 09:59
    +7

    Also under our terms and conditions, we are not obligated to provide you with a refund.

    Are they serious? Legally, they are as they are unable to provide you for the product you paid for. What idiots.

  • dji1111111 on 30/06/2017 - 11:38
    +7

    Roboscum has sent me another update (same one posted on the deal thread).
    I'm sick of this idiot continuing to call this delay outside of their control.
    Natural disasters like flood and earthquake would be, not his own incompetency in securing stock with reliable supplier and communicating effectively with his own customers. Take some bloody responsibility!
    Despite the mounting Paypal disputes, he keeps repeating "we look forward to delivering your order"

  • zorrt on 30/06/2017 - 17:26
    +2

    Seriously, give people back their money! I'm still waiting for my refund, no response whatsoever. I initially opened dispute then told him I'll wait till 29/06 and as we all know nothing arrived. Wish I never gave him the benefit of doubt when I opened the dispute, piss poor customer service and I refuse to support such a shoddy business practice.

  • ialam99 on 30/06/2017 - 20:08

    Yep, im in the same boat. I've just raised a dispute with PayPal. It says 14 days for a resolution so I guess I'll wait and see. If they post it before then, I guess I'll keep it. Otherwise, hopefully PayPal will rule in my favor after 14 days.

    • redrum22 on 01/07/2017 - 12:43
      +3

      "If they post it before then, I guess I'll keep it."

      I'd hope everyone returns it regardless. He's flat out lied to his customers on multiple occasions and done what was in his best interest, and he won't be keeping my money. Good luck should you ever need to deal with him on the warranty.

  • nicksinternet on 01/07/2017 - 01:34

    Smells stinkily of scam to me. Drag it out as long as he can so you are past caring or the timeframes you need to open dispute.

    Zero feedback, probably not even living in Aus (noting post where someone said address goes to nowhere in Albury).

    Sorry guys, think you've been scammed.

  • dji1111111 on 02/07/2017 - 09:33
    +4

    My PayPal dispute is now under review by Paypal. As expected Roboguy did not respond to any of Paypal's three emails. This confirms my suspicion that he belives he will lose the case but he just wants to buy as much time as possible before his shipment arrives. This guy is a real scumbag and deserves everything coming his way.

    • 1Kenobi on 02/07/2017 - 09:46
      +2

      Please let us know how it goes

      • dji1111111 on 02/07/2017 - 11:10
        +1

        PayPal has given themselves two weeks to contact me with updates on further development or to request additional information

    • dji1111111 on 06/07/2017 - 11:59

      Just received an update from Paypal advising that they have contacted the seller to request more information to help with their investigation. My guess is they sent an email requesting proof of shipment to verify my claim of not receiving the item still.
      I will be glad when this fiasco is over.
      If this fails, going straight to my bank.

      • 1Kenobi on 07/07/2017 - 18:23

        Paypal advised me Roboguy has responded and claimed under his terms and conditions he is invoking the 30days plus 30 days.

        He has provided them with a shipping number which I assume is the slow boat coming from China.

  • jasonlka on 07/07/2017 - 12:34
    +2

    Paypal is also reviewing my dispute at the moment. We need to start a robovictim support group.

    • thushan on 10/07/2017 - 18:53

      If only we could call RoboCop to investigate RoboGuy.

      • salem on 10/07/2017 - 22:23

        Nah, you want to get ED-209 onto that. "Process the refund. You have 15 seconds to comply."

  • 1Kenobi on 07/07/2017 - 18:01

    I called PayPal and they had received the long story from Roboguy and were still 'processing' my claim.

    At first they seem to think it was ok and say that there was a tracking number so Roboguy has provided a shipping number to PayPal.

    Id suggest people call PayPal direct.

    Im back waiting for PayPal to absorb the idea that 30 days delivery does not mean 60+ days.

    I don't want the vacuum now I want the cash. Gone to bank to chargeback.

  • gimme on 07/07/2017 - 18:45

    what happens if you do a CC chargeback where unlike direct paypal refunds Roboguy doesn't find out in time and ends up sending the vacuum? During the course of the investigation Roboguy may send the actual tracking number. In which case CC company would reverse the chargeback and the messy situation continues?

    To my knowledge getting a chargeback is not the end of the story, it's more like the beginning as CC companies will immediately credit you and investigate later?

    Also what happens if you lodge a paypal dispute and while it's still open you ask for a CC chargeback and get it. Then paypal rules in your favor and you end up with 2 credits? Then obviously something has to give and CC company reverses the chargeback?

    Seems a little complicated. or the above scenarios don't apply?

    • samfisher5986 on 11/07/2017 - 14:28

      If you chargeback paypal then Paypal will demand the money from you and if its big enough refer you to debt collectors.

      • gimme on 11/07/2017 - 14:30

        I think you misread my questions. I'm not fussed about Robobguy, just asking from the customer's perspective.

    • nwa on 13/07/2017 - 15:02
      +2

      I don't think you know how chargeback works, once its lodged, the bank will lodge a dispute with paypal and in turn paypal notifies the seller. Paypal generally hate this as you now you demoted them from the investigation, the bank takes the lead in the investigation and they are at the mercy of the bank, up for compliance, charge-back fees etc. Think of instead of you and a work colleague (paypal) sorting out an issue, you go to HR or management (bank). Paypal may annoy you now that you have annoyed them by disabling your account for future transactions until you comply, confirm details etc.

      If for some reason item is sent, or already on its way, bank will ultimately get notified and notify you as to what you want to do, keep item and reverse the credit or keep credit and return item. All because you did not get the item in an acceptable timeframe according to the T&C.

      CC will start off the investigation with a credit and can take 45 days.

      Third question about double credits is irrelevant as explained above paypal will be involved and notified.

      • gimme on 13/07/2017 - 15:03

        Cool makes sense

        • nwa on 14/07/2017 - 10:18
          +1

          A powerful tool, CC Charge-back essentially changes Paypal from lead investigator to a suspect. You the victim are also the sole client of the CC company, whereas with Paypal you and other suspect (seller) are equal clients.

  • 1Kenobi on 10/07/2017 - 12:00
    +1

    Id suggest people consider reporting Paypal to the ACCC if they refuse a refund on the basis of a container ships tracking number.

    • tomsco on 11/07/2017 - 11:35
      +1

      I'd imagine like smellycow7 was directed to fair trading, if you were to report Paypal to ACCC, they would direct you to the Financial Ombudsman.

    • nwa on 13/07/2017 - 16:15
      +1

      All this stuff will not fly with bank cc charge back process, that's why paypal is a hit and miss, all depends on who you get looking into your case and how much you complain. Banks will be on your side or at least the ACL side.

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