Umart Failed Same Day Dispatch Guarantee

Lalexeiw123 on 21/01/2025 - 08:10

Last week (on Thursday) I ordered a new CPU through Umart, primarily because the CPU was in stock and promising fast delivery. I paid for express postage.

By the weekend, I'd received no shipping notification - although in my account the order showed as completed, with an auspost tracking number that didn't work.

By Monday afternoon, this hadn't changed, so I called Umart. The CSR explained that their warehouse was experiencing backlogs in getting orders picked up by couriers. I asked what about the same day dispatch guarantee and she apologised and said they hadn't met that. So I enquired as to what the recompense is for that failed guarantee and she was not able to provide anything. What is this "guarantee" - surely this is false advertising?

It's Tuesday now and auspost has finally shown as picked up from sender - check notes - 3 business days after the order.

"Order before 2 pm Monday through Friday (excluding Public Holidays) and select Standard or Express Shipping, and we guarantee your order will be dispatched the same day. That's the Umart Same Day Dispatch Guarantee."

Computing

Related Stores

Umart
Umart

Comments

  • Hybroid on 21/01/2025 - 08:32
    +13

    Their ‘guarantee’ doesn’t mean anything. There’s this exclusion for the same-day dispatch with free shipping.

    Exceptions: Certain circumstances may prevent Same Day Dispatch, including high order volumes or unforeseen operational issues.

    https://www.umart.com.au/help/new-year-special-free-same-day…

    They’ll probably argue the same exceptions point and that purchasing express shipping is related to the delivery and not dispatch.

    • alexeiw123 on 21/01/2025 - 08:58
      +2

      That's what I've come to realise - it's an empty promise. Seems shady to me.

      • ricadam on 21/01/2025 - 11:14

        I see it's you're first time shopping with Umart

        • tenpercent on 21/01/2025 - 13:29
          +12

          I see it is you are first time shopping with Umart?

  • foxmulder on 21/01/2025 - 08:36
    +11

    The very least ask for refund for that express upgrade.

    • alexeiw123 on 21/01/2025 - 08:59

      Yes, that's what I asked for, she said it's not possible, I can cancel the order if I want.

      • Duckie2hh on 21/01/2025 - 09:58
        +7

        Call their bluff. Do it.

        • JimB on 21/01/2025 - 11:07
          +8

          Cancel order.

          Repurchase without express postage at same place or another place.

  • djsweet on 21/01/2025 - 09:09
    +4

    It’s not really a guarantee if there is no obligation on their end to provide anything. It’s misleading and they should probably cop it. You can’t do anything except report them. The ACCC should take a look at these empty promises.

  • ThithLord on 21/01/2025 - 09:36
    +1

    Notify the ACCC. They can't claim to offer a guarantee and then obscure their own blatant caveats in the fine print.

    • alexeiw123 on 21/01/2025 - 10:09
      +6

      Just following those steps on the ACCC website - I've sent them an email with my expected remedy and 5 days notice for an ACCC complaint. I've said they ened to refund me the shipping and also provide details for consumers on what the guarantee provides when the promise isn't met.

      • ThithLord on 21/01/2025 - 11:28

        Nice work, OP. Keep us updated

      • Protractor on 21/01/2025 - 13:16

        What's the expected remedy you're hoping for?

        • kolorijo on 21/01/2025 - 14:23
          +4

          shipping fee refund

      • happydude on 21/01/2025 - 15:51
        +1

        Just be aware ACCC don't involve themselves with individual disputes.

        They may look at it as an issue with Umart terms and conditions if they believe them to be misleading and deceptive conduct, but they won't mediate your issue directly.

  • Flying Ace on 21/01/2025 - 10:55
    +5

    How is it a guarantee if, when they don't meet said guarantee, their response is 🤷🏻

    • brendanm on 21/01/2025 - 14:44
      +3

      They guarantee to try their best

  • prodrome on 21/01/2025 - 11:02
    +4

    Cheap, Fast, or Good. You only get to pick one these days.

  • jv on 21/01/2025 - 11:12
    -1

    Umart Failed Same Day Dispatch Guarantee

    Where does it say they 'guarantee' it?

    • alexeiw123 on 21/01/2025 - 11:14
      +3

      On the product pages under the 'same day delivery' option:
      "Order before 2 pm Monday through Friday (excluding Public Holidays) and select Standard or Express Shipping, and we guarantee your order will be dispatched the same day. That's the Umart Same Day Dispatch Guarantee."

      • jv on 21/01/2025 - 11:17

        can you share the link to that? I can't find it.

        • alexeiw123 on 21/01/2025 - 11:20

          Not the product I bought, as it's now out of stock.
          https://www.umart.com.au/product/amd-ryzen-5-5600x-6-core-am…

          It's in the hover text over the green 'in stock' text.

          It also shows the same text on the purchased product in my account.

          • jv on 21/01/2025 - 11:31

            @alexeiw123: You can hire a lawyer and take it to court.

            What are the 'damages' to you?

            • alexeiw123 on 21/01/2025 - 11:34
              +6

              @jv: I'll file that in the list of things I can't be bothered to do.

            • JimB on 21/01/2025 - 14:46
              +1

              @jv: 'broken dreams and disappointment' = $15.90

  • Daabido on 21/01/2025 - 11:52

    We promise that it's a promise. If you remember the original location Umart had at Milton, Brisbane, you wouldn't be too surprised.

    • Slinky0111 on 21/01/2025 - 15:23

      Their new location isn't much better, just slightly better because it doesn't flood.

  • Protractor on 21/01/2025 - 12:07
    +1

    As soon as Australia Post is involved (the anchor on transit in Australia) your forgo any chance or accuracy,reliability,accountability,efficiency or value for money.A dart board made of a map is a better tracking tool.Businesses use AP because all their built in flaws are perfect to exploit when customers complain to the seller.It's an excuse that keeps on giving.
    So even if your item was dispatched in a nano second, it still flounders in the AP merry-go-round, until you actually have it.

    • moo on 21/01/2025 - 15:11

      With that in mind, then the company shouldn't be committing to a 'guarantee' right?

      • Protractor on 21/01/2025 - 15:21

        When everyone is in the same boat, it's just what happens

        • moo on 21/01/2025 - 15:31

          Which boat is that? Advertising X and Delivering Y?

    • Slinky0111 on 21/01/2025 - 15:21
      +2

      In this instance I can guarantee it was not handed over to auspost on day of order. Fault lies with umart.

      • Protractor on 21/01/2025 - 15:25

        If that's provable in this case, OP can go gangbusters to get justice. But when you see what AP gets away with mishandling our mail and pkgs when they lose,damage or delay, you'll note it won't be worth the effort.
        The compensation in the system is a joke considering it could be a passport,simcard or something crucial to the recipient. What I'm saying is the system is set up to favour itself when things go wrong, and a 'guarantee' in this sense is pointless. There'll be an escape clause clinging onto "best effort" etc, that's a handy out.

        • Slinky0111 on 21/01/2025 - 15:40

          I use the word guarantee in jest and I mostly agree with you. As you can see in OPs post the tracking number didn't work on day of despatch, meaning the label/con note was created but the order was never packed or shipped. If OP was posting it express post it would not have been picked up by a courier and delivered directly to OP. That line is just a throw away line from CS without actually saying the delay was on us in the warehouse not getting the package out on time to meet the auspost pick up time.

          As for lose/damage/delay can tell you this rarely happens to passports, it does happen occasionally but not really that often. If you don't feel comfortable dropping your parcel from shoulder height, it needs more packaging.

          Can't remember the exact figure but its high high 90s that get delivered on time, other companies would kill for that.

          • Protractor on 21/01/2025 - 16:09
            +1

            @Slinky0111: "meaning the label/con note was created but the order was never packed or shipped"
            This situation exits purely because APost allows pre purchase of trackable pks containers, and doesn't give a shit that it is exploited. Ergo it's a business model that makes AP money, while blurring the lines between definitions in their tracking app.
            I don't feel comfortable with AP treating my packages like sports equipment.Or using contradtors who lie about door knocking,or car park sorting, or flinging pkgs over fences,leaving them in dumb places,using a card VS an actual door knock, but hey, that's the way they roll.

            • Slinky0111 on 21/01/2025 - 17:45
              +1

              @Protractor: Ergo it's a fault of umarts not aus post. Most businesses have a cut off for orders to be accepted, in this case umart does. But they obviously bit off more than they could chew to not get the order out on time. Not on auspost if the article doesn't get despatched on day of purchase.

              • Protractor on 21/01/2025 - 18:03
                -1

                @Slinky0111: Ergo;
                APOst should not allow 'we have it', or any other term that insinuates it is actually in a space or situation or system 100% under their control and responsibility.

        • alexeiw123 on 22/01/2025 - 12:33

          Yes this was not an auspost issue, as auspost hadn't received the item. Their guarantee is for same day dispatch.
          Even though the online portal showed as 'complete' with a tracking number, that tracking number wasn't valid.
          When I called them, they were open that they had processed the order but it had not been dispatched from their warehouse.

          • Protractor on 23/01/2025 - 16:52

            @alexeiw123: I have had multiple items in the past and it still happens whereby APOst system will say 'we have it' or any number of terms that mislead customers.Basically the seller has just scanned or pressed a key on the keyboard to activate it electonically, but physically there is not even an item in a bag yet.
            My point is that sitaution sucks but is tolerated by the entire logistics industry inc customers at both ends, because we have no choice and weak oversight by the got and the pissant industry ombudsman. Between ebay and APost Australian shoppers are Eunuchs with a wad of cash outward

  • Drpepper666 on 21/01/2025 - 12:09
    -2

    Oh well. Anyways…

  • SlickMick on 22/01/2025 - 09:47

    I reckon it's kind-of reasonble to say "same day guarantee*" with the disclaimer, if they meet an SLA. e.g. 99% of orders <2pm ship same day. If they don't achieve the SLA, then IMO it is false advertising.

  • Rkel403 on 23/01/2025 - 08:48

    Same argument applies to Prime same day delivery, it’s in now way a guarantee

Login or Join to leave a comment
Login Join