PC Case Gear Order Problem

Lipsg on 24/05/2020 - 12:35
Last edited 26/05/2020 - 22:45

Hi There,
This is my first post here so please be easy.
Let me go with my story, I ordered a Mechanical Keyboard from PC Case Gear on Thursday (21st May, 2020). I ordered it and when I was trying to access the order on their website to make a change I figured out I never received any email from them for order confirmation. I am sure I had put in the correct email as its auto filled on my system.

Then on Friday I went on to the PCCG Contact us page to raise this and no reply from them for over 2 hours. I sent an email and waited for another 5 hours for a reply but none received.

I tweeted mentioning them, still no reply at all. They are just not available on any platform to reply to my concern.

Had anybody come across a similar situation with them?

The only proof I have that I ordered is my bank statement and nothing else? I wanted to change the order and now I am helpless and dont even know if my order made it to them or not. What are the options available for me to handle this situation?

Edit: Got a reply back from PCCG and they fixed it for me. Thanks everyone for your suggestions.

Regards,
I

Computing

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PC Case Gear

Comments

  • brendanm on 24/05/2020 - 12:36
    +1

    Have you tried using the telephone?

    • mapax on 24/05/2020 - 12:53
      +3

      Our customer service team has been relocated to work from home and phone support has been shifted to email. We aim to reply within a business day for enquiries, please review the FAQ on our contact us page as well as the current information on this page as it may address your query.

    • ipsg on 24/05/2020 - 12:56

      They dont have a phone number to call on their website.

  • Hithere on 24/05/2020 - 12:47
    -2

    What is this new fangled thing you call telephone? /s

    • FireRunner on 24/05/2020 - 12:52
      -1

      Too scary!

    • ipsg on 24/05/2020 - 12:57
      +2

      They dont have any telephone number to call on.

  • Twix on 24/05/2020 - 12:47
    +2

    Login to your account and check what it says under my orders.

    • ipsg on 24/05/2020 - 12:57
      -1

      I checked out as a guest :(

      • Twix on 24/05/2020 - 13:02
        +3

        Big oof :(

        Make an account next time.

      • rookie317 on 25/05/2020 - 20:39

        Try to make an account now with the same email address. Most sellers will consolidate guest orders with the same email into the same account.

  • dscott85 on 24/05/2020 - 12:51
    +5

    Ordered from PC Case Gear a few times myself, never any issues. If you made an account your purchase should be tracked there.

    Three points I would make before you panic:
    1. It is the weekend, so don’t expect normal operating hours, they may even close over the weekend.
    2. It is a Covid 19 world atm, you might want to consider the influx of people ordering PC parts atm. They could have a backlog of orders/emails.
    3. They may have reduce staffing levels atm due to the above, social distancing, etc.

    Give it 48 business hours mate, expecting a response to an email within 12 hours is a little optimistic. Wait till Tuesday, no response, give them a call. No need to stress.

    • ipsg on 24/05/2020 - 12:59

      I ordered on Thursday evening and was trying to reach the all through friday. Not expecting anything on the weekend. Will try reaching out again on Monday.

      Also, I did a checkout as a guest So I dont have any account to check that.

      The keyboard was in stock when I ordered.

      Waiting is the only option it seems

  • Tech5 on 24/05/2020 - 13:38

    Mate… 2 + 5 (profanity) hours. Chill

    Also, phone number legit in big ass blue numbers when you google "Pccasegear phone number"

    • ipsg on 24/05/2020 - 14:22

      2+5 was on Friday mate..
      Got the phone number now, will get in touch with them tomorrow.
      Thanks anyways

  • kahn on 24/05/2020 - 13:42
    +1

    You would have received an order number after the purchase via the web ordering process and you would use that as a reference when paying via EFT. Make sure you mention the order number when contacting them. Check your spam folder as well.

    • ipsg on 24/05/2020 - 14:24

      That is the problem, I never received any email confirming the order where normally you get the reference number. I did get a confirmation when I paid.
      So basically I only have my bank statement as proof and nothing else.

  • conza on 24/05/2020 - 16:07
    +1

    Suggest making an account in the future, possibly you mistyped your email hence why you didn't get a confirmation?

    Agree with the others, have ordered many times over many years, no problems, I did have an account from the first order. I've even gone in, realised I forgot something, put in an order on my phone (mobile browser), then picked it up while I was still there. I don't recommend that, but in a pinch, worked fine.

  • Hirolol on 25/05/2020 - 13:08

    Did you check the spam folder?

  • smashman42 on 25/05/2020 - 13:30

    They have had fantastic before and after sales service in normal times for me, way better than any of their competitors that I've personally dealt with. I can only imagine this is a COVID related delay for their staff getting through their email backlog.

    • ipsg on 25/05/2020 - 18:22
      +2

      Well they got back and sorted the issue for me. Happy with their service now.
      Now waiting for my keyboard to arrive…

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