adidas Australia eBay delivered wrong items & won't send replacements

Lkzaj on 04/12/2020 - 22:10

Hi so I purchased 5 pairs from adidas ebay store during the black Friday sale. I was delivered a box with my details on it only to find out they had sent Clothing instead of the shoes I ordered. So I sent them a message, no reply for 4 days so I sent them another message today. Here is the message I received back to my enquiry for a return and replace.

New message from: adidasaustralia (2,628Red Star)
Hi,

We are very sorry you received the wrong product.

Within our terms and conditions, we will accept a return of the item for a full refund since we don't do replacement. Please lodge a return thru eBay website and go to help section.

We sincerely apologize for the inconvenience caused.

If you have any questions about this, please don't hesitate to let us know.

Cheers,
adidas support

Has this happened to anyone? Why won't they send out a replacement of the shoes when they made the error?

Aj

Fashion & Apparel

Related Stores

adidas
adidas

Comments

  • [Deactivated] on 04/12/2020 - 22:23
    +6

    adidas just doesnt like you and sent you the wrong items on purpose

    • kzaj on 04/12/2020 - 23:47

      Haha actually don't think so they sent a large order of clothing probably more $$ than what I ordered.

      • DoctorCalculon on 05/12/2020 - 21:56

        Wait! Did you actually order the clothing items you received in the parcel from them? If not, is it possible they mixed up your order with someone else's?

        • kzaj on 05/12/2020 - 22:19

          No I ordered shoes and received clothing instead. Yes looks like I got someone else's order.

          • DoctorCalculon on 05/12/2020 - 23:33
            +1

            @kzaj: It must have been amateur hour over there at the Adidas HQ.
            If the clothes cost more than your shoes, then you can probably imagine the person who received your shoes would be more pissed off than you are.

            Seriously, they should have at least acknowledged the stuff up on their part, and attempted to locate the correct order. I guess it was far easier to just send out a copy & paste message.

            • kzaj on 06/12/2020 - 00:07

              @DoctorCalculon: Exactly! So Im trying to do the right thing by returning the items and requesting that I get the correct order. But the monkeys are going via the answer sheet they've been given.

  • Willco88 on 04/12/2020 - 22:33
    +3

    Yea they couldn't fullfil the deal that's what it is.. now you're forced to refund..

  • WhiteEvo6 on 04/12/2020 - 22:41
    -1

    Call them, I don’t think they understand the issue

    • kzaj on 04/12/2020 - 23:48

      Don't think ebay store has a phone number to call

  • ibuy on 04/12/2020 - 22:50
    +2

    If that’s in their terms and conditions then unfortunately there is not much you can do.

    Be careful how you handle this as if you dispute them too much you can be blocked from future sales.

    Realize also that if it is a black Friday sale that they actually may have run out of the items so they may not be able to fulfill the request to resend you the right items as it’s probably gone to someone else if they put it out to one of their retail stores.

    Under consumer law the seller retains the right to remedy the situation in whatever way they choose. Especially where they are offering you a full refund then this is considered to be an acceptable resolution.

    They’re probably going to lose out more if they pay the return postage and send you out a new package.

    What you can try to do is nicely ask them for further compensation for the time taken to place the order and now the time taken to refund the items (going to post office, repacking etc). If you’re reasonable they will probably comply as the fault is not yours.

    Hope that helps.

    • kzaj on 04/12/2020 - 23:45

      Thanks for the detailed info seems like I'll be wasting my effort & time by pressing it further.

  • AustriaBargain on 04/12/2020 - 23:07

    Did you miss out on a deal, too late to reorder at lower price?

    • kzaj on 04/12/2020 - 23:37

      No I got the deals was just sent the wrong items. Looks like I received someone else's order.

      • AustriaBargain on 04/12/2020 - 23:44
        +1

        Are you at least the same size as them?

        • kzaj on 04/12/2020 - 23:49

          Haha yes members of my family are surprisingly 😂😂

  • akeno on 04/12/2020 - 23:12
    +1

    I've been there and the experience isn't pleasant. Similar happened to me ordering through adidas directly and my items got returned back to sender as I used my work address in error. They told me to place a new order but once the sale is over, they do not honour the sale price or guarantee the items you want even though the items got sent back to them. If you press them further they do offer a once off discount coupon to make up for the missed sale price.

    Good luck waiting for the refund as it took a month and I had to constantly follow up myself.

    • kzaj on 04/12/2020 - 23:42

      After posting this I went to their ebay profile there were a few feedbacks saying they did not honour the prices even though the error was on their end and had sent the wrong items to a few customers.

      • akeno on 04/12/2020 - 23:49

        they say no to everyone on honouring prices, but if you press them further due to the unpleasant experience, the response is the below as I had to follow up my refund which took a month.

        Dear akeno

        Your refund has been completed. Any pending funds can take 3-5 business days to appear in your account depending on your bank.
        As promised please see the voucher details below for your next online purchase with adidas

        ***-****-****-****-****

        The voucher expires **** **** **** and is valid for one use only
        Includes **% off and free shipping
        The voucher code can only be used on full price items
        The voucher code is valid for all products with the following exceptions: Watches, Sunglasses, Yeezy, Originals Design Collaborations, Limited Release Products & Selected Boost Models

        The voucher code cannot be used in conjunction with any other offer

        If you have any further questions about this, please do not hesitate to contact the adidas customer service team on (free calls from landlines) 1800 801 891. (7am to 5pm AEST)

        Kind regards,
        adidas Customer Service

        • kzaj on 04/12/2020 - 23:52

          Do you think they do this on purpose? I mean they hold onto your money for a while during the delivery process & then to during the month of refund process.

          • akeno on 04/12/2020 - 23:59

            @kzaj: Probably and I won't let them get away with it or hide behind Ts and Cs.

            I feel for you buddy and I will persist to get your discount coupon as they owe it to you for their error!

    • Caped Baldy on 05/12/2020 - 00:03

      Wow, that's unlucky. Just happened to me.
      I only received one of three shoes I ordered and a random pair. Had to call and they sent the missing two and I had to return the other pair to parcel point.

      • kzaj on 05/12/2020 - 00:09

        Is this from Adidas directly or through ebay?

        • Caped Baldy on 05/12/2020 - 00:15

          Through Adidas directly. Received the replacement shoes earlier in the week and returned the other pair yesterday.

      • Rescue 26 on 05/12/2020 - 08:40

        You ordered three shoes?!

        • Caped Baldy on 05/12/2020 - 08:41

          One pair for a sibling, and a pair of runners and casual shoes for me.

  • whooah1979 on 04/12/2020 - 23:25

    The seller has under ebay's MBG policy the choose to send a replacement or issue a full refund.

    • kzaj on 04/12/2020 - 23:40

      Can I choose the replacement option or is that at the sellers discretion?

      • crashloaded on 05/12/2020 - 07:36

        It would be at seller discretion.

  • Ziggy28 on 04/12/2020 - 23:41
    +1

    Not much you can do really. Get a refund, leave a negative feedback if you wish and move on. They have to pay for the cost of return of course.

  • crashloaded on 05/12/2020 - 07:37

    I bought stuff in the sale that's still sitting in the 'waiting to be packed'

    • kzaj on 05/12/2020 - 13:06

      That sucks hope you get your order soon

  • djkelly69 on 05/12/2020 - 12:29

    If they have the products in stock, I would request that they fulfil your order.

    I understand they don't do exchanges for change of mind or whatever, but this is not even close to that. They have sent the wrong item, so if they still have the items, they should fulfil the order.

    Telling you to reorder, whatever the current price, is unacceptable IMO.

    • kzaj on 05/12/2020 - 13:05

      Yes I sent them a message along those lines saying it's not my fault. We'll see what they come back with but not keeping my hopes up.

  • Candour on 05/12/2020 - 17:27

    report them to accc, and consumer affairs, and then see how they respond to your valid cmplaint.

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