Your Experience with Shopmonk? I got wrong products delivered :(

LKyx on 26/09/2017 - 07:06
Last edited 06/10/2017 - 14:17

I recently ordered 2 phones from Shopmonk: 2 Xiaomi Redmi Note 4x with Snapdragon 625 4gb/64gb. One each for me and my wife as my phone recently joined mobile phone heaven. They were really quick (8 days I believe) with delivery BUT they sent the Helio X20 variant which I have tried to avoid hence the reason I bought from them :(
On their website they advertised the Snapdragon versions and upon checking they don't even have the Helio X20 version for sale (edit: Now they Placed X20 after this post!).

Unfortunately I was at work when they arrived yesterday and my wife called me up when a package was delivered for me. She was pleasantly surprised when I told her that I bought her a phone as the kids cracked the screen of her ageing Samsung Galaxy S5 so she was excited and opened them to charge. When I got home, I asked my wife how the phone was and she said it was fast but heats up when using the camera. I checked the system settings and got surprised when it said decacore instead of octacore. I checked the packaging and was was furious when I saw Helio X20 in small print at the back of both boxes.

I skipped a previous sale here in OzBargain due to my Snapdragon preference, and now I receive these. Based on my research, these models are faster but tend to lag in games and do heat up. Also the camera and battery life are said to be inferior. I already tried to contact them via email and paypal and now waiting for a reply.

What has been your experience with Shopmonk? Do you think this is accidental or on purpose? I saw some websites saying these models (Helio X20) are being dumped (though it may or may not be true). It's my first purchase from them. Would they replace these? I am so disappointed as I had to tell my wife that we got the wrong phones :(

Thanks in advance.

UPDATE 27/09/2017 7:52pm :
Just got a message from Shopmonk through Paypal that they will do full refund. Happy to know shopmonk seems to be a good seller but sad as I wanted the Snapdragon phones. Oh well. Now I'm pressured to find another phone for the missus as the surprise had gone.

UPDATE 28/09/2017 8:00am :
I just realised that they want to send a post label via email have not done this before so not sure how it works (and I don't have printer!). Have not received yet though and asked if they can have it picked up. Waiting again.

Update: 28/09/2017 11:37am:

Shopmonk emailed:
Hello Francis
I noticed you have 2 phones on the same order. Do you want to replace both?
We can offer you $20 partial refund per phone (Total $40) if you want to keep these.
Shopmonk Australia

I replied:
Unfortunately I prefer the Snapdragon processors so thank you for the offer but I'll pass. As mentioned in my Paypal message I'll be happy if you can replace them with the Snapdragon model as per your ad when I bought them or please refund them asap as I need to buy new ones.
Thank you.

Update: 3/10/2017 2:00pm:
After days of no post label and no communication from Shopmonk, I escalated my case to Paypal.
I hope Paypal is more responsive. Meanwhile, I'm stuck using my backup (old!) phone which is older than 2 of my children. One of them is in primary school, in case you're wondering.

Update:

05/10/2017 3:00pm
Shopmonk called me to say that they will process the refund and send the shipping label in 15 minutes. I clarified that the units were opened but unused and they said they will just check to make sure everything's there before refunding.

05/10/2017 5:40pm
Still no label received. I used the number they used to call me and reminded them. They said 5 mins.

05/10/2017 6:26pm
Called again. They said they sent already and confirmed my email. They said they will resend. Saw their email after in my junk email (damn filters!).

06/10/2107 10:03am
Sent the phones back with all accessories.

I hope this gets resolved soon. I have a pending claim on paypal but want to give them the chance to do the right thing.
Now I am still out of pocket, no more phones, waiting for refund. Absolute worst case scenario I lose my money but at least it gives me trolling rights against Shopmonk. I hope everybody else is having a better outcome with their experience.

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Comments

  • Clear on 26/09/2017 - 07:39
    +2

    If SD and MTK have the same packaging with small print showing the difference then it's likely Shopmonk or his supplier accidentally shipped the wrong product. I'd be leaning more towards his supplier.

    • Kyx on 26/09/2017 - 08:05

      Thanks Clear.
      Yes, the print is a bit small and is greyish (looks a bit washed out and out of focus) at the back. Didn't notice it until I intentionally checked.
      I was actually happy with their delivery time and was even trying to find a way to compliment them until I saw the mistake.
      Hope I get them replaced.

      • nocure on 26/09/2017 - 09:46

        Paypal?

        • Kyx on 26/09/2017 - 14:20

          Yes I paid by Paypal. Also sent message to Shopmonk through Paypal yesterday but no response yet.

    • Cousin IT on 04/10/2017 - 14:01
      +1

      I'm sorry Clear, but I don't buy it. They'e are some differences in the packaging. Namely, the information on the boxes is in English not Chinese, it has the CE mark and a logo of a rubbish bin, there are 2 bright red stickers on the sides that show it's the 'Global' version and it has the different versions of the CPU, which are visible (could be checked/picked up during packaging - they're clearly packaged by hand).

      Yes, accidents happen, but when they advertise the 'Global' version of the product, can't deliver it and come back giving one excuse, then a week later with a different excuse, and then send the wrong product after confirming that it is indeed a 'Global Snapdragon' version, to me they're just showing that they don't have what it takes to run the business and have difficulty being transparent. Besides, as I said before, the info where it shows the CPU is not that small that can't be read, a simple check during packaging should not be an issue and would save everyone headaches and give the business a better position from every angle only if they're open about it.

      At the moment, they've sent the wrong product to customers, now that's leaving us to pickup on the issue (poor form), for those that didn't pick up on it, oh well, they're left with a product that they didn't exactly purchase and worth less than the product they did (there is a ~$45 difference); but if it's opened, I highly doubt that they'll be getting a replacement/refund. It may give them a quick win, but I believe that most of those affected customers won't be back and won't recommend them.

      If they picked it up on their end, advised customers of the issue, and worked something out, I'm sure there would be some disgruntled, but the vast majority would take it on board and wait for it, if a clear (no pun intended) ETA was given. Which in turn would create 'Goodwill' and most customers would probably either return to purchase from them or recommend them to others.

      As you say, it could be the supplier (which would be quite bad) as all these products have an SKU, which I'm sure would be different for the variations of the phone. A supplier at that level will definitely have an inventory system, and if a mistake like this is happening, it means that there is no quality control. Again, if it was an issue with the supplier, the store could have picked it up and sorted it out with them, not wait for the products to get to the customer's hands and then draw it out. It still make them look bad.

      Honestly, I prefer to get the phone I purchased as I got it at a good price, I've already waited for 2 weeks and I don't want to be out of pocket, order from someone else, wait for a refund and another 2 weeks for the phone.

      One thing's for sure, this doesn't look good for their business, and what's worse is that they haven't corrected the product description anywhere, so if you're purchasing either device (Note 4 or Note 4X) you're more than likely to end up in the exact same position as Kyx, Viperxz and myself are in.

      • Clear on 04/10/2017 - 14:39

        You wasted a wall of text by ripping into the wrong person. I made that comment LOOOOONG before any of the other stuff came up…….

        • Cousin IT on 04/10/2017 - 17:31
          +3

          I'm not ripping into you anywhere in the reply to your comment, I just said "I don't buy it" in reply to the 'theory' you put forward and then gave my reasoning.

          The reason I replied to your post today, is because I saw the thread when I did a search for Shopmonk, surprised to find more people with the exact same issue.

          All I did was express my opinion, which unfortunately this time is contrary to your one. Sorry if you think I was ripping into you.

  • altomic on 26/09/2017 - 10:22

    so what did shopmonk say when you brought this to their attention?

    • tsunamisurfer on 26/09/2017 - 11:37
      +6

      I don't think he has done that.

      Thats option 4 behind :

      1) Complaining on Ozbargain.

      2) Complaining on Whirlpool.

      3) Posting a photo of Helio X20 sticker on Instagram.

      • altomic on 26/09/2017 - 11:47

        you forgot
        4) writing to local MP.
        5) creating a petition n change.org
        6) bikies

        • Kyx on 26/09/2017 - 14:35

          Amazing guys! This should be an official problem solving process :)

    • Kyx on 26/09/2017 - 14:25

      I'm still waiting for reply.

  • AssociatedUser78426 @ Shopmonk on 26/09/2017 - 13:22
    +2

    Hello, We are really sorry for the error. Please send me a PM with your order number and I will get it checked.

    • Kyx on 26/09/2017 - 14:19
      +1

      Thanks! Sent you the PM.

    • viperxz on 26/09/2017 - 17:18
      +2

      I have the exact same issue, I ordered the 4GB/64GB Snapdragon 625 but received the Helios X20.

      I have also sent you a PM with my order number as well.

      • Kyx on 26/09/2017 - 22:12

        Guess it's not isolated then.
        Hope we get a response soon. Sent @shopmonk a PM 8 hours ago but didn't even get a confirmation.

        • viperxz on 27/09/2017 - 07:26

          I haven't heard anything back yet either.

          Shopmonk have updated the product description across all models so they've obviously acknowledged the problem.

          What is disappointing/worrying is that they despite acknowledging the mistake by updating their site, they have not responded to our queries.

          Below is a screenshot of the product description when I first emailed them at 8:40am yesterday.
          https://drive.google.com/file/d/0Bwc3QD17CQerRG9kdzBkc3YzZ1E…

          Here is a link to the product description now:
          https://shopmonk.com.au/xiaomi-redmi-note-4x?storage=332&col…

        • Kyx on 27/09/2017 - 08:56
          +1

          Yeah they updated but it does still say Snapdragon 625 though so definitely not the Helio X20 we received. Like you I took a snapshot as well just in case. Did Shopmonk acknowledge your PM? So far I haven't had any sort of response aside from the one asking for a PM.

        • viperxz on 27/09/2017 - 09:04

          @Kyx: Nah, nothing so far.

        • Kyx on 27/09/2017 - 09:12

          @viperxz: If I don't get any feedback within the day I'll probably just pursue it through paypal tomorrow. And then follow the list of actions above!

        • nith265 on 27/09/2017 - 09:59

          @viperxz:

          Current description makes no sense as they list both CPUs!

          Processor : Octa-core 2.0 GHz Cortex-A53 Qualcomm MSM8953 Helio X20

          The fist bit is all about the Snapdragon 625 architecture then they've tacked on the "Helio X20" on the end.

          Covering all bases I guess….

          Ordered one last night here's hoping its the Snapdragon one. The Redmi Note range is so confusing how they structure it.

          My previous understanding was that while there was processor variation with the Note 4, all Note 4x's came with Snapdragon 625. But Xiaomi probably just makes this stuff up as they go along depending on what components become available.

          One major telling point that can be used to differentiate Note 4 vs Note 4x is the positioning of the ports accross the top - evenly an symmetrically spaced on the 4, mic and IR port grouped off to the side for the 4x. Important if ordering cases

        • Kyx on 27/09/2017 - 14:32

          @nith265:

          And they still also also have this in the description:
          The Xiaomi Redmi Note 4X is powered by 2GHz octa-core Qualcomm Snapdragon 625 processor

          Hope we all get the Snapdragon One as that's what we ordered.

      • Cousin IT on 04/10/2017 - 12:50
        +1

        I'll join in on the fun. Happened to me as well.

        • Kyx on 04/10/2017 - 13:30

          exactly the same situation? Did they reply?

        • Cousin IT on 04/10/2017 - 13:34

          @Kyx: Exactly the same, not yet, but I hope they will. I've asked them to send the correct product and a connote to send the X20 back. Still waiting.

        • nith265 on 04/10/2017 - 22:06

          I got a stock reply via obargain direct message but no response to any of my emails so far.

          Been 8 days now and still no idea when if/it will ship. Ironically it was this post (saying 8 days delivery) and comments in other shopmonk posts mentioning quicker than expected shipping that convinced me to give them a go!

          If I was you guys I'd just hold onto the X20 unless you were dead keen on custom roms - the X20 reviews dont seem bad. But there is the principle of it all I guess. That said, I've currently got a 3GB/32GB snapdragon version and am very happy with it - performance seems slick and battery lasts over a day without any special battery saving measures.

        • Kyx on 05/10/2017 - 08:05

          @nith265:
          Really didn't want the X20 and there was a sale before which I ignored. It was cheaper than what we actually paid for. Glad that you enjoy your phone as it's the Snapdragon version which I was also looking forward to. Reviews say that the battery life is worse with the X20and it does heat up. They only needed to communicate with us properly to resolve things. Unfortunately they even did not do what they promised. So far, no return label and no further communication. Had to escalate it thru Paypal. Meanwhile, I'm out of pocket with 2 phones I didn't buy/like inside their boxes, and still needing to buy a phone.

        • nith265 on 05/10/2017 - 11:18
          +1

          @Kyx:
          Am with you 100% in wanting the SnapDragon one and cant say I wouldn’t try and return the like your doing. Was mainly reflecting that the negative reviews for the X20 are mostly in comparison/relative to the SD625 - they mostly seem to say that the phone offers good performance but gets a bit hot and on balance the SD is the better.

          Been in your situation once before (not for 2 phones though!…) and I took the discount rather than risk another couple weeks waiting for them to get the return then waiting for the refund etc etc.

          Really disappointed with this shopmonk experience – all it would take is a response saying we’re on it but the ETA is 3 weeks and I’d be at least placated.

          I know they are based in Singapore but I wonder if the radio silence can be attributed to the Chinese National Day / Golden Week holiday. Apparently everything shuts down October 1 - 7 so whoever supplies them Xiaomi phones might be out of action?

        • Kyx on 05/10/2017 - 11:34

          @nith265:
          It's really just bad customer service. Even [@shopmonk] who initially responded seemed to have disappeared. And what makes it even more dodgy is that they sell the Snapdragon ones on ebay when they have not even offered an exchange for those who got the X20. There was somebody else with the same experience who pm'd me as well. Even if their suppliers are on holidays, they should be responsible to their customers.

        • nith265 on 05/10/2017 - 11:46

          @Kyx:
          Yep agree - I'm one step behind you in contacting PayPay for refund on my order. Will give them 2 weeks from order date I guess.

    • Tapori on 16/10/2017 - 10:02

      Hi, I also received another one with Helios X20 just like other people below. I have sent you a PM with my order number too.

  • Kyx on 26/09/2017 - 14:13

    Thanks for the reply everyone. No reply yet from Shopmonk aside from here. I will PM Shopmonk hopefully to get things sorted.

  • Kyx on 27/09/2017 - 19:48
    +1

    UPDATE:
    Just got a message from Shopmonk through Paypal that they will do full refund. Happy to know shopmonk seems to be a good seller but sad as I wanted the Snapdragon phones. Oh well. Now I'm pressured to find another phone for the missus as the surprise had gone.

    • viperxz on 28/09/2017 - 07:02
      +1

      I still haven't heard anything back from shopmonk via their customer care email or ozbargain, so I have resorted to a paypal dispute like yourself.

      Thanks for pointing me in the right direction.

      • Kyx on 28/09/2017 - 08:10

        Happy that this post helped others as well :)
        I just realised that they want to send a post label via email have not done this before so not sure how it works (and I don't have printer!). Have not received yet though and asked if they can have it picked up. Waiting again.

        • viperxz on 30/09/2017 - 08:31
          +3

          Unfortunately we still haven't heard anything back. We've tried contacting them via Phone, Email, the Web Form, PayPal and Ozbargain.

          Five days with no response - I'm sorry but that is just not good enough!

          This is very frustrating - although least I have presumably working goods (despite it not being the product I ordered).

          If I was making a DOA/warranty claim and the seller was ignoring all communication, I would be furious!

          I'll give it until after the weekend before I escalate it within Paypal.

          The seller is obviously active as they logged into ozbargain 7 hours ago, yet for some reason they are completely ignoring all correspondence across all channels in what I can only imagine is an attempt not to take responsibility for their mistake!

        • Kyx on 30/09/2017 - 10:03
          +1

          @viperxz: after saying throughout paypal that they will send label, they sent me an email offering $20 discount for each (bought 2). After I said no and reiterated that I don't want the Helio phones as I already mentioned in my reply through paypal, I haven't received a reply back. Am getting the feeling that they are buying time to make the paypal dispute process expire :( am going to go to paypal if I don't get refunded next week.

        • cwongtech on 30/09/2017 - 13:51

          @Kyx:

          I just realised that they want to send a post label via email have not done this before so not sure how it works (and I don't have printer!). Have not received yet though and asked if they can have it picked up. Waiting again.

          Most online shops do this, ASOS, Iconic both use this method.
          Surprised you don't have a printer in this day and age, can you not ask your neighbour or print it out at work?
          Pretty much you print the slip out, and attach it to the package you need to return. The destination address (Shopmonk) has already taken care of the return shipping costs and the label has the shipping information. You just need to drop it off at a post office.
          Not exactly sure how they can send you the label apart from snail mailing it to you.

          they sent me an email offering $20 discount for each (bought 2). After I said no and reiterated that I don't want the Helio phones as I already mentioned in my reply through paypal, I haven't received a reply back

          I doubt it was a $20 bribe, looked like a genuine discount for further purchases with them on top of the refund.

          Am getting the feeling that they are buying time to make the paypal dispute process expire :( am going to go to paypal if I don't get refunded next week.

          Isn't that 60 days to make the paypal dispute?
          Since you don't have a printer, the best thing you can do is either:
          1) print at work (free)
          2) print at officeworks for one page (10 cents!)
          3) ask them to post the return label. (will take time for it to reach you, max one week)

          While you are desperate to get a new phone given the wrong chipset, please work with the retailer to resolve your issue.
          Playing the rushed nasty customer card just gives headaches to both sides.

        • Kyx on 30/09/2017 - 17:12

          @cwongtech:

          Hmmmnnn…. while I am rushed, I'm not sure I've been a nasty customer. This would never have happened if we got the right item in the first place. Here is what they sent in my email regarding their $20 "bribe" as you call it:

          Hello _______, I noticed you have 2 phones on the same order. Do you want to replace both?
          We can offer you $20 partial refund per phone (Total $40) if you want to keep these.
          Shopmonk Australia

          When I contacted them through paypal, the paypal information says I have until 15th October to elevate the dispute otherwise I can no longer dispute the transaction.

          I have a printer (bought from a sale posted here) but with no more ink as I'm waiting for another <$20 printer bargain to replace it. But even then, they have not sent anything. This is currently an irrelevant point until they actually send the label.

          I'm pretty sure I was trying to work with the retailer. The problem is that they are not responsive and really it's frustrating for us buyers. And yes, it does give a lot of headaches to both sides.

        • cwongtech on 30/09/2017 - 17:37

          @Kyx:

          Hello _______, I noticed you have 2 phones on the same order. Do you want to replace both?
          We can offer you $20 partial refund per phone (Total $40) if you want to keep these.
          Shopmonk Australia

          That's a bribe not a genuine discount.

          Threatening to paypal dispute is never a nice move, its equivalent of a bank charge dispute.

          So they haven't sent the email with the shipping returns label?

        • Kyx on 30/09/2017 - 20:02
          +1

          @cwongtech: Nope! :( so still waiting…

        • Cousin IT on 04/10/2017 - 12:50

          @Kyx: They seem to be doing the exact same thing on eBay.

        • Kyx on 04/10/2017 - 13:30

          @biganthony10:
          You're right! Here's the link: http://www.ebay.com.au/itm/Xiaomi-Redmi-Note-4X-Gold-64-GB-R…
          I wonder if they actually have the Snapdragon variant.

  • nith265 on 02/10/2017 - 13:26
    +1

    I placed order 6 days ago last Tuesday - still says processing.

    No response to any of my emails to [email protected] requesting any information or update.

    $162 delivered is cheap but really for this level of (no) service I wish I'd just paid $20 more and gone with Aliexpress.

    I've ordered 4 Redmi phones from various Aliexpress sellers in the past year, quickest arrived in 3 days, longest took 7 days after paying extra for DHL delivery.

    • bobz79 on 06/10/2017 - 22:07

      I ordered on 28/09/2017, still says 'Processing'.

      No updates and no response to email to [email protected] :(

      • nith265 on 08/10/2017 - 13:47

        my order for Redmi Note 4x 3GB/16GB was placed 26/09.

        They emailed next day to say would I take a grey one which I responded immediately to with Yes. 4 emails later no response.

  • rokoz on 05/10/2017 - 17:55

    OK, so I was in the same boat:

    • Ordered 17/9, Received 20/9
    • Emailed them re: wrong item 20/9
    • Replied 22/9 with return postage label
    • Posted phone back to them 25/9, rec'd there 2/10
    • Reply email from them today 5/10 advising they couldn't find replacement and have refunded via PayPal
    • nith265 on 06/10/2017 - 12:11

      Seems like they were very responsive and acted very professionally with you.

      I got the sense from the comments from about the time of your order that they were a good nimble company to deal with good/amazing prices.

      Wonder whats happened since.

    • pipingmad on 06/10/2017 - 21:52

      Did they actually refund via paypal yet? I got an email for another phone that they mysteriously ran out of for the price but have them one week later for $80 more. Email was 28 September advising getting refund, still hasn't happened.

      • rokoz on 06/10/2017 - 22:11

        Yes, refund notification email from PayPal came through when Shopmonk notified me. Is showing as done in my PayPal account.

        Not back on credit card but I guess that may be a different issue between PayPal and bank?

      • Kyx on 07/10/2017 - 00:57

        Seems like a pattern then. The phone I paid for (Xiaomi Note 4x 4gb/64gb snapdragon) is back up on the website after "fixing" their ad to reflect X20 and yet I don't think anybody received it. Am also waiting for refund now after sending back the phones.

  • Kyx on 06/10/2017 - 14:14
    +1

    Update:

    05/10/2017 3:00pm
    Shopmonk called me to say that they will process the refund and send the shipping label in 15 minutes. I clarified that the units were opened but unused and they said they will just check to make sure everything's there before refunding.

    05/10/2017 5:40pm
    Still no label received. I used the number they used to call me and reminded them. They said 5 mins.

    05/10/2017 6:26pm
    Called again. They said they sent already and confirmed my email. They said they will resend. Saw their email after in my junk email (damn filters!).

    06/10/2107 10:03am
    Sent the phones back with all accessories.

    I hope this gets resolved soon. I have a pending claim on paypal but want to give them the chance to do the right thing.
    Now I am still out of pocket, no more phones, waiting for refund. Absolute worst case scenario I lose my money but at least it gives me trolling rights against Shopmonk. I hope everybody else is having a better outcome with their experience.

  • Bjk94 on 09/10/2017 - 09:52

    I tried to order a couple of iPhones off these guys. Sent them a couple of emails before I ordered with no response. After I went ahead and ordered the phones anyway the order was cancelled by them without any clarification as to why, even after I emailed them about it. Have tried ordering the same thing again and the order is stuck on payment review. Have sent them 3-4 emails without a response.

    While their prices may be good their customer service is definitely lacking.

    • nith265 on 09/10/2017 - 10:29

      There seems to be 2 scenarios when ordering from them:

      1 - you order an item they have a large stock of at an amazing price. These items seem to ship almost immediately and everyone raves about how great the price and the delivery time was (unless like Kyx they send the wrong model)

      or

      2 - you order an item they don’t have stock of. They then try to order in at a price that they can still profit from. If its available at the right price to them they ship it on to you about 2 weeks later. Or maybe they cant profit from the order so they just do nothing waiting until the customer starts screaming for refund, delaying and holding onto your money as long as possible

      Some have suggested this holding onto your money part IS the actual business model – I guess between incompetence or cunning strategy it’s usually turns out to be incompetence but maybe I’m being naïve.

      • Kyx on 09/10/2017 - 12:31

        While I am trying to really give them the benefit of the doubt as they do have great prices, I cannot comprehend why they will continue to sell something which (e.g. 4gb/64gb Snapdragon Xiaomi Redmi Note 4x) I don't think they have. From the people here (and I received pm's too) they sent the X20 model instead. They tried to change it while we were discussing it here, but it seems they are advertising it again: https://shopmonk.com.au/xiaomi-redmi-note-4x?storage=334&col… . Do they now have stock? They never offered replacement. They offered a refund for which I am waiting for. I would have been happy to a partial refund and got the lower 3gb/32gb version if they offered it, but the fact that they haven't been responsive is a big concern. These tactics seem like bait & switch to me. This is covered by Australian Laws: https://www.accc.gov.au/consumers/misleading-claims-advertis…

        • Bjk94 on 09/10/2017 - 12:42

          I don't know how overseas companies work with Australian Laws. Correct me if I'm wrong but aren't these guys based out of Singapore? Does anyone know if o/s retailers have to comply?

        • Kyx on 09/10/2017 - 13:08

          @Bjk94:

          According to the trail of information I gathered, they are registered as Sydney Cloud Service Pty Ltd. with ABN 98 168 567 388 and ACN 168 567 388. Their registered office is at North Sydney (NSW) but they are operating now at Unit 2, 26 Earsdon St, Yarraville, VIC 3013, Australia. They also call themselves Shopmonk Australia and use the domain Shopmonk.com.au. They are also registered in Singapore as LONGMAN CAPITAL PTE LTD, at 11 Jalan Mesin Singapore Singapore 368813 Singapore, and they are also the same company called MERCANTILE PACIFIC ASIA PTE LTD. A lot of different company names for Shopmonk, but they seem to have an Australian presence so should be covered by Australian laws.

        • nith265 on 09/10/2017 - 13:24

          @Kyx:

          I think Sydney Cloud Service Pty Ltd were most likely just involved setting up their .com.au presence (perhaps only registering the domain on their behalf)

          the tech contact from the WhoIs lookup is probably more enlightening - the real owners of the whole shopmonk operation seem to be http://www.mercantilepacific.com/ (in Singapore)

          This company http://www.nuvistastech.com/ (also in Singapore) have a testimonial on their home page about setting up the shopmonk AU site.

          Dont think there's anyone on the ground in Australia and not much Australian law can do unfortunately. Best we can probably do is make noise about them on here hoping they'll respond or improve.

        • Kyx on 09/10/2017 - 13:27

          @nith265:
          Thanks for that! Sydney Cloud Service Pty Ltd is the vendor registered with Paypal, I don't know if that means something.

        • nith265 on 09/10/2017 - 13:40

          @Kyx:

          I see what you mean - they must be more closely connected then. They at least need an AU address/Bank Account to setup AU PayPal. Maybe there is more AU authorities could do then….dont know.

          Just belately reading the terms page which says

          the lead time for all the orders are 7-14 working days.

          So if PayPal agree with that being all fair and reasonable I've got another week to wait till I can demand refund.

          edit: spelling

        • nith265 on 09/10/2017 - 13:48

          @nith265:

          And actually they did/do have a Yaraville address. One of the reasons I ordered from them was I read in an earlier deal thread that returns could be sent to Yarraville not to Singapore

        • Kyx on 09/10/2017 - 14:15

          @nith265: yup. That's where I was directed to return the phones.

      • Bjk94 on 09/10/2017 - 12:40

        Tried ordering 2 iPhone7+'s. First time I ordered paypal gave me the "due to regulations this payment has to be reviewed etc…" 3-4 days later I was refunded by money. I don't know if this was because my paypal account hadn't been verified yet or because they ran out of stock.

        I reordered yesterday in hope that now my paypal is verified it will go through. However I suspect my money was refunded in the first instance because they had run out of stock. I guessing this is the case as I checked this morning and the iphone is now listed as unavailable.

        Regardless some communication would be nice.

  • nith265 on 09/10/2017 - 13:48
    +1

    Haha - either coincidence or because of me bitching here just got a PM saying to expect delivery this week.

    Communication at last!

  • CalmLemons on 10/10/2017 - 23:09

    I think shopmonk are overloaded. They are probably trying to sort through problems via e-mail

    They probably need to use zendesk support or something.

    …however given the spoilt culture of australian consumers i don't even know why they bother.

    I've ordered over $2k of goods from them. Communication is sucky though haha.

  • jaysmithj89 on 11/10/2017 - 21:47

    We need to ban posting Shopmonk deals till they improve communications. While I don't think Shopmonk as a dogy seller, we no longer can't trust them due to poor communication.

  • Kyx on 12/10/2017 - 00:28

    Update: 11/10/2017
    Already saw my refund credited by Paypal.
    Now to find phones to buy….

  • nith265 on 12/10/2017 - 09:42

    Update - Package arrived yesterday via DHL (well it would have if I was home).

    So all up 15 days from order to delivery - given it was at least $20 cheaper than anywhere else at the time and included tracked DHL delivery thats pretty amazing.

    If only they could have responded to a single email to give even the vaguest dispatch ETA

    Now here's hoping its the snapdragon one….

  • ayakabob on 12/10/2017 - 11:27

    Anyone here still waiting on news of the Note 8 deal?
    Its been 8 days since eBay deal ended and I don't think anyone has gotten any order details/confirmations yet.

    I was hoping to get this before I head overseas for 2 months next week :(

    • jaysmithj89 on 12/10/2017 - 12:06

      Time for Paypal dispute.

  • ipiok on 12/10/2017 - 17:38

    I bought the note 4x when it was on sale at shopmonk and received the snapdragon 625 version… I guess they ran out of stock and now sell the Korean version….

  • Tapori on 16/10/2017 - 09:58

    I am in same boat as some of you guys. Bought Redmi Note 4X last week for $211 when they had advertised "Snapdragon 625" on their website.

    but the one I received today is Helio X20. I will be seeking refund.

    What a waste of time and efforts…

    • Kyx on 16/10/2017 - 10:23

      When we first started this discussion, there was an attempt from them to change the description and they put X20 on their website even though the other information referred to the Snapdragon. Now it was reverted back to Snapdragon. If they really made an "honest" mistake, I don't think this should be happening still. I guess it's not a mistake and they might be hoping that customers who do not know any better will not notice the difference.

      • exc3113nce on 18/10/2017 - 08:42

        This is understandable though. If they're selling is an X20, then they need to update the listing with the correct information (to prevent future buyers making the same mistake). IF they do do this, then they would need to notify all consumers though.

        • Kyx on 20/10/2017 - 07:24

          Understandable if they correct their listing of course. BUT they "tried" to correct it without acknowledging they sent wrong products when we started this discussion, AND THEN putting back the WRONG INFORMATION when things quieted down is very dishonest. People buying the Redmi Note 4X 4GB/64GB will probably end up in the same situation as many of us here, or they may not realise they got the X20 and not the advertised Snapdragon processors. I ended up buying at gearbest and although I paid significantly more and have issues with their customer service as well, at least I got what I paid for.

  • smashed on 18/10/2017 - 08:27

    Shopmonk lie: https://www.ozbargain.com.au/node/310554

  • chubbs31 on 28/10/2017 - 18:40

    i have bought a samsung galaxy s8 plus and a samsung note 5. Cheapest you will find
    product delivered within 2 days from singapore

    I did email them questions but got no response. Frustrating,

  • merivetio on 05/03/2018 - 10:19

    They're pretty pathetic. I ordered an item, got the complete wrong model (the feature set is vastly different, it's obviously cosmetically different), and then when I enquired about it, they said 'nope, it's the right one'. Had to go through the PayPal return process. Seems ridiculous we have to cover the return costs for when they blatantly send incorrect products.

    They really need to be hit with all costs related to tracked returns to stop them from repeating this over and over….

    • Kyx on 05/03/2018 - 11:41
      +1

      I have stopped even reading any 'deals' from Shopmonk. Very good prices but I simply don't trust them. Not worth it for peace of mind imho. I would rather deal with sellers who have customer service issues than honesty issues.

  • w1nta on 31/03/2018 - 10:03

    Don't ever buy from Shopmonk. I ordered a OnePlus 5T on Feb 9th. It got lost in the post (not their fault) but ever since I have had the worst customer service I have ever experienced. It's 7 weeks later and they won't refund my money and they are making excuses about why there are delays sending. I have escalated to PayPal so hopefully PayPal will refund me.

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