The item(s) you have ordered are no longer available or have been discontinued.

Status Open Assigned To Nicola
Category Customer Support Type Queries That Relate To Your Order
Order Number
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History

David
06/12/2011 17:54

This is a disgrace, your previous mail stated "If your order status is
showing that payment has been taken it means this matter has been sorted.
In this instance, you will receive your order as planned and you can ignore
this message." when payment was taken, what are you playing at I expect
this issue and order to be resolved and delivered.

David

Della
07/12/2011 10:27 Dear David,

Thank you for your contact with our Customer Support Team.

Because you used Paypal they take the money from you straight away and put
it into a holding account until a stock check is complete and we request
the money from them which we have not done. We have not taken any payment
from you.

As with all 'first come first served' promotions and sales such as these,
some of our customers will unfortunately miss out on the deals and for this
we apologise. However, we run frequent sales of this nature on our site and
customers can look out for more great offers coming very soon.

If you need any further assistance please do not hesitate to contact me.

Kind Regards,

Della

Ebuyer Customer Support Team

David
17/12/2011 11:14

Why did you allow this to happen then? twice during the sale did it say
things were in my basket when I went to checkout they were gone, these were
the only item I succeeded with to get through the checkout stage. For a
retailer of your size you should never have allowed such a mistake to
happen. I also noticed people raging at you on your facebook page, no
wonder if you continue to treat people this ay. I still expect you to make
up my order and you can take the money for it, this was for a Christmas
gift which I then went out and purchased clothing for these iron-on labels
to be used with. You should be doing everything in your power to fulfill my
order and have it delivered before Christmas.

David

David
19/12/2011 12:30

What is happening about this?

Della
19/12/2011 17:19 Dear David,

Thank you for your response.

The order has been cancelled due to the item being out of stock. The offer
was on a first come first served basis and unfortunately on this occasion
you were not successful.

I apologise for any inconvenience or annoyance caused.

Kind Regards,

Della

Ebuyer Customer Support Team

David
19/12/2011 17:40

I was served first, it went through, the order was processed, other items
in the sale were added then disappeared as your site fell to pieces, the
same as they did for all those mentioning it on your facebook page. As I
said this was meant to be a christmas gift for which I went and bought t
shirts to print the labels onto and I expect you to complete my order which
you confirmed.

David

Della
19/12/2011 17:49 Dear David,

Thank you for your response.

Although we acknowledged receipt of your order via email this does not mean
that the order was processed and a contract formed. Only when payment is
taken from us and the item dispatched does this confirm your order; which
in this case did not happen.

Again I apologise for any inconvenience or annoyance caused.

Kind Regards,

Della

Ebuyer Customer Support Team

David
19/12/2011 18:09

What is your exact reason as to why this order cannot now be processed as
an act of good faith by eBuyer then? Most other companies go out of the way
to ensure future custom and a satisfactory outcome whereas you are making these
statements with gay abandon.

David

Della
20/12/2011 15:35 Dear David,

Thank you for your response.

We cannot process the order because the sale has now finished.

There was a certain amount of stock allocated for the sale and
unfortunately this had sold out before your order was placed.

As with all 'first come first served' promotions and sales such as these,
some of our customers will unfortunately miss out on the deals and for this
we apologise.

If you need any further assistance please do not hesitate to contact me.

Kind Regards,

Della

Ebuyer Customer Support Team

David
20/12/2011 17:23

I read when you first said that but believe me you can process the order
alright, so don't attempt to pass me off with that, I'd like this matter
passed on to someone who is going to do something about it, someone with
authority, someone above you, as soon as possible.

David

Della
20/12/2011 17:26 Dear David,

Thank you for your response.

I would be happy to pass this onto a supervisor for you however they will
not be able to process the order either as we do not have the item in
stock.

If you need any further assistance please do not hesitate to contact me.

Kind Regards,

Della

Ebuyer Customer Support Team

David
20/12/2011 17:36

yes do pass my issue on, I'm sure someone will work something out to find
a resolve to this error on your behalf.

David

Cheryl
21/12/2011 14:36 Dear David,

Thank you for your response.

My name is Cheryl Humphrey and I have been asked to take over your enote
for you.

Firstly I apologise for the problems you have had with this order, looking
into this I can advised that as you have gone through Paypal they
automatically take payment before Ebuyer have carried out and completed
security and stock checks. Unfortunately when Ebuyer have completed the
stock checks the warehouse have confirmed that the item is out of stock.

I have checked this with the product manager and they have advised that the
item is disconnected, due to this your order has been cancelled and payment
return to Paypal.

I apologise for any inconvenience or annoyance caused.

Kind Regards,

Cheryl Humphrey

Ebuyer Customer Support Team

David
22/12/2011 19:05

Most other stores would go out of their way to honour the purchase and
ensure customer satisfaction regardless of your hellish excuse for a sale,
what are you going to do about this? Surely you will have a similar product
to replace what you claim was in your sale which has now completely ruined
a Christmas present and cost me extensive frustration.

David

Cheryl
23/12/2011 13:45 Dear David,

Thank you for your response.

I do apologise for this however Ebuyer are unable to offer a like for like
at the same price. If you would like to choose a different item then a new
order would need to be placed.

Once again I apologise for any inconvenience or annoyance caused.

Kind Regards,

Cheryl

Ebuyer Customer Support Team

David
24/12/2011 17:52

This is not a satisfactory outcome, you will need to try harder than that.

Cheryl
28/12/2011 11:38 Dear David,

Thank you for your response.

We have looked into this again for you and unfortunately as we do not have
stock and you have placed your order through Paypal, we are unable to
change the products over to a like for like. It has been cancelled and
payment has been passed back to Paypal.

I apologise for any inconvenience or annoyance caused.

Kind Regards,

Cheryl Humphrey
Ebuyer Customer Support Team

David
29/12/2011 15:04

you've proven yourself to be as pointless as the last wingnut to
communicate with me, put this on to someone with manager in their title
with immediate effect.

Nicola
30/12/2011 10:29 Dear David,

Thank you for your response.

My name is Nikki Collins and I am the customer support team leader.

Firstly, please accept my apologies for the inconvenience and annoyance
which this matter must have caused you. Ebuyer UK Ltd strives on customer
satisfaction and this is important as the company continues to strive
forwards.

As the sale was only for a certain quantity of items, any orders placed
before yours on that day for the same items would have been allocated
first. Unfortunately after the security checks on your order were completed
the item was unavailable. As PayPal is an instant payment method, they
request the funds from your bank regardless of whether or not we can
fulfill the order. On this occasion as we were unable to process your order
due to the product being out of stock, we instructed PayPal to process a
refund. Although you received a payment taken email from PayPal this does
not confirm that Ebuyer have also taken the payment.

After checking with our product team, unfortunately we are unable to
fulfill the order as the product is out of stock and no longer available at
the sale price. Unfortunately it is not possible for us to replace the
product with a like for like item as we do not have one available.

I apologise for any inconvenience or annoyance caused.

Kind Regards,
Nikki

Ebuyer Customer Support Team

David
02/01/2012 13:10

You're not striving in the slightest for my satisfaction, fix this get me
the product for the price I paid and stop telling lies, I don't want to
have to paste your nonsense all over your facebook page and every other
consumer forum I can create an account at but I will.

Nicola
03/01/2012 11:39 Dear David,

Thank you for your response.

I have contacted the product manager again via email to see if there is
anything else that can be offered to resolve this matter for you.

I will be in contact with your as soon as I receive a response.

I apologise for any inconvenience or annoyance caused.

Kind Regards,
Nikki

Ebuyer Customer Support Team

Nicola
03/01/2012 11:43 Dear David,

Thank you for your response.

The product manager has confirmed that unfortunately these items are now
discontinued, we will not be getting any more into stock nor will we be
replacing them with an alternative product.

I apologise for any inconvenience caused however I am unable to arrange for
the items you ordered to be dispatched. A full refund of the original
amount paid has been processed.

Kind Regards,
Nikki

Ebuyer Customer Support Team

David
03/01/2012 12:17

Someone will have them in stock, Google is your friend. I am not since I
believe you to have been lying about the product ever even being in stock
and your pathetic excuses about PayPal and your joke of an ordering system
which said I had a confirmed order then took days to tell me otherwise when
with unlike your eNote system you reply instantly. You are failing.

Nicola
04/01/2012 17:49 Dear David,

Thank you for your response.

I am currently looking into this query further with my colleague, as soon
as I have further information I will be in contact with.

I apologise for any inconvenience or annoyance caused.

Kind Regards,
Nikki

Ebuyer Customer Support Team

Nicola
06/01/2012 16:10 Dear David,

Thank you for your response.

The product manager has been able to source these items for you therefore I
have replaced the order on your account. I will need to contact you via
telephone to take card details to debit £8.17 for the items. Please confirm
a suitable contact number and time for me to call you?

I apologise for any inconvenience or annoyance caused.

Kind Regards,
Nikki

Ebuyer Customer Support Team

David
06/01/2012 17:38

Thank you, you can get me at home 0xxxx xxxxxx any day at any time up till
11pm GMT.

Sincerely,
David

Dear David,

Thank you for your response.

Due to an error on our system your order was not processed correctly, I
have now resolved this issue for you and your order should be shipped later
today for delivery to you tomorrow, Tuesday 10th January.

I apologise for any inconvenience or annoyance caused.

Kind Regards,
Nikki

Ebuyer Customer Support Team