Customers saying they haven't received the goods when they have!!!

[aquarium plant food UK]

We have been seeing this more, just the other day, a customer gets in contact to (in very poor English) to say they haven't recieved their good, I point out that if they order at 11.30pm then their order won't be sent out same day and please wait a couple of days before thinking the parcels isn't coming (it was only 3 days after recieving the order we get a 'where's my parcel email) I have no doubt they have recieved the items (low value, £30ish) but I just know if I send a replacement then they will just go to paypal and claim there too So I'm not sure what I shold do? JUst refund now and then it's done with???????????????

John.

 

[deniser]

We have been seeing this more, just the other day, a customer gets in contact to (in very poor English) to say they haven't recieved their good, I point out that if they order at 11.30pm then their order won't be sent out same day and please wait a couple of days before thinking the parcels isn't coming (it was only 3 days after recieving the order we get a 'where's my parcel email) I have no doubt they have recieved the items (low value, £30ish) but I just know if I send a replacement then they will just go to paypal and claim there too So I'm not sure what I shold do? JUst refund now and then it's done with???????????????

John.

Why do you think the customer would have received the parcel within 3 days? 4 weeks is not unsual at the moment with Royal Mail!

 

[aquarium plant food UK]

Sorry that was a typo I should have said, I'm positive they will recieve the goods. I was shocked just how quickly they jump on you saying the parcel hasn't come yet, quoting that they had on come from Hong Kong that was ordered the same day etc etc...... Frustrating!

 

[mhall]

Sorry to be cruel but you'll get no sympathy from me.

The internet is destroying the High Street and your costs are far below mine as I have to pay rent and rates. This is just an ordinary cost of business - there are crooks out there who will rip you off, just as I get shoplifters and people who bring stuff back to me they have bought off the internet.

If you don't like the heat, stay out of the kitchen.

 

[thetime22]

Yeah I have always wondered about this. It's a real shame, I think if someone has signed for something then that's all the proof you need. Businesses can be wiped out because of this, especially if we are talking about expensive products.

 

[lisaowe]

I am an internet retailer, probably 95% of goods I sell are online or over the phone, however I also have a shop/showroom, warehouse, staff etc: so still have all the overheads also. I agree that these back street sellers as I call them who have no overheads, work from home are killing trade for the rest of us by slashing prices, I have to try and compete with these prices online but have to juggle costs to ensure overheads are met, so I can really do without fraudsters ripping me off!!!

 

[lisaowe]

Sorry to be cruel but you'll get no sympathy from me.

The internet is destroying the High Street and your costs are far below mine as I have to pay rent and rates. This is just an ordinary cost of business - there are crooks out there who will rip you off, just as I get shoplifters and people who bring stuff back to me they have bought off the internet.

If you don't like the heat, stay out of the kitchen.

I am an internet retailer, probably 95% of goods I sell are online or over the phone, however I also have a shop/showroom, warehouse, staff etc: so still have all the overheads also. I agree that these back street sellers as I call them who have no overheads, work from home are killing trade for the rest of us by slashing prices, I have to try and compete with these prices online but have to juggle costs to ensure overheads are met, so I can really do without fraudsters ripping me off!!!

 

[LicensedToTrade]

I agree that these back street sellers as I call them who have no overheads, work from home are killing trade for the rest of us by slashing prices

Yeh what's the word i'm looking for to describe those disgusting fools that do what they can to reduce overheads so they can achieve higher profit margins at the expense of their competitors? What's the word? Ah that's it, ...SMART.

Why would a retailer not take an opportunity to reduce the cost to serve? If your bricks and mortar business can't compete with an online equivilant then you are working with an unsustainable business model. It isn't anyone else's fault but your own. What seemed like a good idea 10 years ago won't always be as such as years go by. The key to a successful business is having a good exit strategy and knowing when to use it.

 

[mhall]

, so I can really do without fraudsters ripping me off!!!

Can't we all? but that is life I am afraid and, I blame ebay as much as anything

It should have stayed an auction site between private sellers OR gone for prosessional sellers. I just long for the day when the government finally chase the no tax paying sellers.

THe description of the OP is, to mind, a shoplifter in another guise

I don't mind anyone having "an ebay business" as long as they declare the income, pay the tax and cope with the bad as well as the good (DSR are crap, but I do see the people ripping people off as shoplifters- an ordinary aspect of Retail life I am afraid- if you think they are ripping you off, call the police, just as we do. ..... and then get told there is "insufficient evidence" to do anything abought it, even when the little b***ard has got our product in his pocket "i bought it yesterday guv"... just as we are told

Shoplifting is not, it would seem, a crime anymore

and don't get me started on PayPal !!!

 

[lisaowe]

Can't we all? but that is life I am afraid and, I blame ebay as much as anything

It should have stayed an auction site between private sellers OR gone for prosessional sellers. I just long for the day when the government finally chase the no tax paying sellers.

THe description of the OP is, to mind, a shoplifter in another guise

I don't mind anyone having "an ebay business" as long as they declare the income, pay the tax and cope with the bad as well as the good (DSR are crap, but I do see the people ripping people off as shoplifters- an ordinary aspect of Retail life I am afraid- if you think they are ripping you off, call the police, just as we do. ..... and then get told there is "insufficient evidence" to do anything abought it, even when the little b***ard has got our product in his pocket "i bought it yesterday guv"... just as we are told

Shoplifting is not, it would seem, a crime anymore

and don't get me started on PayPal !!!

You are right about the police not taking any interest, lastest to happen to us was a £650.00 chargeback from the bank, customer cloned and used a credit card to purchase goods from us, PDQ terminal matched card details with address given, however turns out card not connected to the address at all, bank still will not take reponsibilty and quote customer not present terms, absolute crap. PDQ machines should have software good enough to prevent any card details going through that do not match the address, the bloke that cloned the card and also received the goods actually had the gall to use his real name and address, obviously knowing that the police will not do anything, he actually took receipt of the 'stolen goods' at his address and signed for them. After the chargeback we sent a letter with a declaration form for him to fill in stating he had not received the goods so that it could then be forwarded to the carriers and police so they could start a criminal investigation, this was delivered and signed for again by the thief, needless to say NO REPLY. We presented the police with all of this evidence, so they have his real name, address and proof that he has cloned someones credit card and used it to illegally purchase goods, you would think this is enough for them to knock on his door, but no, they tell us to send him a solicitors letter as this will have more 'punch'. Do they honestly think he will give a S**t about a solicitors letter, it would be another god knows how much ripped up and thrown in the bin. He is obviously a career criminal, makes you wonder why we bother getting out of bed in the morning to do an honest days work, sorry to rant on, but these thieving B******s realy get my back up