[RANT/WHINGE ALERT] Terrible Online Delivery Experience with The Good Guys Ebay

Ozybargdias on 22/10/2018 - 18:24
Last edited 22/10/2018 - 19:50

Hi everyone,

This is my first forum post. It's mostly just to vent my spleen, but I'm also wondering if anyone else may have had a similar situation, and if so, what did you do about it?

Anyway, here goes nothing.

Friday, 12/10/18:
See this great deal for a Breville coffee machine at The Good Guys Ebay store. I've been thinking about investing in one of these for a while so I decide to buy it. I'm only a couple of suburbs over from my nearest TGGs (Maribyrnong) but don't drive, so I thought it would be convenient to pony up the $38 postage fee for such a large item. I was also aware that my local TGGs has their own delivery service that operates on weekends (partner and I work 9-5 so getting to the post office is a pain).

Sunday, 14/10/18:
Receive a call from TGG's Maribyrnong. They inform me that their driver will attempt delivery tomorrow (Monday 15/10). I tell them I won't be home to sign for it, they say the driver has to attempt delivery anyway (lord knows why) but if unsuccessful (obviously will be) they will bring it back to the warehouse and re-attempt delivery on Saturday 20/10.

Monday, 15/10/18:
Receive a call from TGG's delivery driver as expected ("I'm outside mate where are ya??"). I tell him I'm not home but I will be on Saturday. He says that's OK and he will be back then.

Saturday, 20/10/18:
Today's the big day. My partner and I do shifts as we go about our Saturday business, making sure one of us is home at all times ready for the delivery. No delivery or call by midday, so I call the TGGs Maribyrnong. After getting bounced between 4 people like a hacky-sack, I finally speak with someone who knows something about deliveries. She says no coffee machine was collected by their delivery driver that morning, but she can't see one for me in the store either. She says it might still be in the warehouse, so she says she'll check 'out the back' and call me back within 15 minutes.
At this stage I'm willing to spend the rest of my Saturday catching public transport to Maribyrnong and Ubering back with the coffee machine if possible.
An hour passes and still no call, so I call them back myself and ask if they found it. The answer is no (no apology or anything for not returning my call), it must be with Australia Post. At this point I'm pretty shitty because it's a hassle for me to get to the post office during the week, not to mention I have to wait even longer for my $38 delivery which I was told by two TGG staff would arrive today. Nonetheless, I keep my cool and thank the rep for her help.

Monday, 22/10/18 (today):
Get a text in the morning from Auspost saying my delivery from TGG is arriving today. Work through lunch so I can leave early and make it to the post office in time to collect it. Arrive at the post office just in time, only to be handed a very tall, lightweight parcel. Already sceptical of TGG's aptitude for parcel delivery, I make the wise decision to open the outer layer of packaging there and then. Inside is… drumroll

A F———- DYSON AIRBLADE FAN

I mean - wow. Before today I was annoyed. Now I'm actually kind of impressed that they screwed up so badly.

I'm not sure how to proceed from here. Obviously I sent back the Dyson, but TGG is closed so I couldn't ring them up and ask them WTF happened. I still want the coffee machine, but I don't think I'd ever be prepared to do business with TGG again. So much time wasted that I'll never get back! Would it be unreasonable of me to ask for a refund of the $38 delivery fee?

Anyway, thanks for reading. Please feel free to share your own stories about TGG delivery despair.

TL;DR: TGG sent me a fan instead of a coffee machine.

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Comments

  • Godric on 22/10/2018 - 18:33
    +2

    Complain to the stores proprietor and they'll give you free in-store credit

    • Ozybargdias on 22/10/2018 - 18:34

      Will do - thanks for the tip!

  • Randxyz123 on 22/10/2018 - 18:51
    +2

    Expecting them to deliver on a Saturday was asking for trouble. I’d have done click and collect and ubered there and back.

    I’ve never seen a company offer that. If you bought a fridge or a large tv then maybe they’d do a Saturday install/delivery but anything that can be delivered by auspost would be done that way.

    Anyway call them tomorrow on your lunch break and ask for the manager. Explain what happened and ask what they are going to do.

    Can they send the coffee machine to your office and you can Uber home?

    • Ozybargdias on 22/10/2018 - 19:47

      Yeah, I'll probably end up doing this if they're unable to deliver to my home on the coming weekend. It's worth noting that they offered to deliver on Saturday, so it wasn't something I just dreamed up. The only reason they didn't is because someone messed up and 'expedited' my parcel to Australia post after the failed delivery on Monday rather than following instructions. Not that it matters anyway, as I probably still would have wound up with the godforsaken Dyson haha.

      • Randxyz123 on 22/10/2018 - 22:52
        +1

        It's worth noting that they offered to deliver on Saturday, so it wasn't something I just dreamed up.

        Not saying you did. I'm saying it is something the 17-year-old answering the phone went down the path of "she'll be right, we can totally deliver this on the weekend"

        Keep us updated on how you go.

  • Quantumcat on 22/10/2018 - 18:52
    +1

    I had a similar thing happen, at the time I only rode a motorcycle and didn't drive, and there is no public transport to where I used to live so had no choice but to get it delivered (also a coffee machine).

    The checkout has you put your delivery address before you pay, so I put my home address in. After paying by PayPal there's no confirmation of what your delivery address is, so I had no reason to think it had changed. They delivered to my parcel locker (my PayPal address) which is about 100m from their store and right next door to my work. I ended up walking it over to them and complaining incredibly loudly, after much arguments they offered to deliver it to my house and not charge more delivery fee, so sort of a happy ending except for walking on the hot sun carrying an incredibly awkwardly sized box.

    On that topic, it does give rise to a "hack" at least - put in a delivery address not far from the store but have your PayPal address be hundreds of kilometres away, and you'll end up paying the lowest possible postage cost…

  • holdenmg on 22/10/2018 - 19:05
    +2

    They sent you a Dyson.
    (That either sucks or being a fan… blows… I'm not sure which). lol

    • Ozybargdias on 22/10/2018 - 19:40
      +2

      ¿Por qué no los dos?

  • p1 ama on 22/10/2018 - 19:12
    +2

    I'm only a couple of suburbs over from my nearest TGGs (Maribyrnong) but don't drive, so I thought it would be convenient to pony up the $38 postage fee for such a large item.

    TLDR; moral of the story is to drive then you'll have less of these problems

    • Ozybargdias on 22/10/2018 - 19:43
      +2

      Yes, but driving comes with its own slew of costs and problems. Not worth it for me in inner-city Melbourne, even if I have to put up with a hassle like this every now and then :)

      BTW - I didn't neg your comment.

      • p1 ama on 22/10/2018 - 20:45
        +3

        Yes, it's not cheap to drive. Perhaps you should get to know someone whose car you can borrow for these sorts of occasions, or join some car sharing service. It's around $50 per year and each trip would be around $10 or so. Your $38 would have already paid for the one trip you'd take to TGG and over half of the yearly fee.

        • Randxyz123 on 22/10/2018 - 22:53

          Have to agree with this.

          There is a difference between not driving and having a license.

  • mr626 on 23/10/2018 - 12:35

    I don't think the communication between the Good Guys Ebay store and their physical stores works very well.

    I ordered the same machine from that deal, and for about a week there was no activity on the ebay side of things- it was listed as 'paid' but that was it.

    So I asked via ebay message what was going on, and the response was for me to ring the nearest store near me (which was apparently processing the order). So I do that, and they check and they can see my order on their system, but nothing had been done about it. The guy was fairly apologetic, and from that point on things went smoothly.

  • JCRALLYART on 23/10/2018 - 18:17

    Hi there
    Deliver by them is far better than my PICK UP experience. I bought a $10 item on eBay a good guys. My default shipping address is one of the parcel collect Auspost. However I choose pick up from the Morrabbin store and there staff won't let me pick up the item because my ID does not have the same address as the Auspost address. I have shown PayPal transaction, eBay message for ready to pick up and even good guys message telling me to pick up.

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