Payd online and nothing was delivered [RESOLVED]

maggege

So I have bought this online last Wednesday for my neighbour who is on invalidity pension, as she ask me to help her finding that. I chose this online shop because it is an Irish company, so why not to top up a homegrown business? I paid through Paypal and nothing was delivered. So I dropped an email asking when I can expect it. No response. Called the sales and a guy picked up saying sorry, that he was about to contact me ... OK ... Then he started explaining that actually this product was made by school kids and he has no contact with them anymore so the product is not on sale. So I said OK when you are going to return me money I've just paid? Oh well, he said, the account is withdrawn so he will have to wait till someone else buy something. WTF?

Is this a scam? What can I do to get money back?

P.S.: And now he is not answering his phone. Nice.

EDIT--This issue was resolved, please read the full thread -rubadub

Jarren

Is not a scam company

There may sometimes be a slight delay in the despatch of orders. This might occur if the item is temporarily out of stock.

You will be advised on this when it occurs and offered the option of a refund.

http://purchase.ie/shipping-information

However what he said is total b.....t

Your best place to start solving that problem is here

https://www.paypal.com/cgi-bin/webscr?cmd=xpt/cps/general/PPDisputeResolution-outside

Good Luck

Fr_Dougal

I'd be very wary of it, and wouldn't buy anything off them in future. He can easily make a refund through his PP account and use his bank or CC as a funding source. I'd advise you to ring PP, they should be able to sort it out for you over the phone and issue a refund; you might save some other buyers a but of grief doing it too.

maggege

I have contacted PP and got an email back saying: Your Dispute Has Been Escalated to a Claim.

I don't want to throw accusation at people. Time will tell.

maggege

Good news. I've got the refund!
Not a scam after all.

cgriffin

Colm here from Purchase.ie. I took the call from Maggege on Nov 30th and just want to respond to some of what has been said here.
Maggege sent an email to Purchase.ie at around 10.30pm on November 29th and called us at around 10.30am the following morning.
I had read Maggege's email earlier that morning and as was stated at the outset I advised her that I had planned to call her later that morning.
What I actually explained to Maggege was that the item in question was out of stock. It was a product which had been made by school children in Bray and I had been trying (unsuccessfully) to get in touch with them to see if they still produced it and if they had any in stock so I could fulfill the order.
During our conservation I suggested that at this stage it was best that I refund the order. I had thought that she paid for the order by credit card but when she told me she had paid by paypal I said I had unfortunately I had just cleared the account but would refund the 10.15 Euro later on.
What others have said is correct I could have lodged money from my credit card onto the paypal account and then issued the refund straight away but I didn't get the impression that waiting a short time would have been so great an issue from the conversation we had. It would add to admin and potentially confuse accounts later on if I had dealt with it in any other way than I did. If Maggege had insisted she wanted the refund there and then I certainly would have facilitated her though.
The only reason the phone wasn't answered was because there was nobody available to do so at the time. Maggege had an option of leaving a voicemail but choose not to do this. My own personal mobile phone number is also available on the contact us page of the website should any customer need to get in touch.
The product was withdrawn as a for sale item on the site and the refund was issued within 24 hours.
I applaud Maggege for confirming that she received the refund and not leaving more questions than answers. I think this is a great place for identifying the not so honest online traders which unfortunately do exist.
Good customer service is everything for online retailers and is something I put huge value in. Unfortunately things get so hectic at this time of the year that it is not always possible to get in touch immediately with customers but I do my best to do so all the same.
Thank you also to Jarren for pointing out we are not a scam company as I would imagine a lot of people still have never heard of Purchase.ie
Cheers,
Colm

maggege

Calm the dates you have given above are wrong but it doesn't matter.
I want to explain why I wrote this post:
I got very impatient when there was no signs of delivery or any signs of contact from purchase.ie. My paypal account was withdrawn on Nov 21st and an item should be delivered within 2 working days. 8 days later my status is: I payed, I didn't receive a package, I wasn't contacted by staff neither by an email nor a phone to explain what is going on. I made first attempt to contact you and the impression I got is in the first post.

Maybe there is some glitch in tracking orders software or something else that needs to be improved?

Good luck!

cgriffin

My error the phone call was Nov 29th (just a short time before this thread started) and the email was late on Nov 28th. As I explained the reason for the delay was that I was trying to see if the students still had the product. I take on board you should have been contacted earlier and updated on this and did say sorry for this over the phone when you called. I also assured you that you would get a refund quickly which you did.
Normally this would not have happened it was a rare oversight to be honest and largely down to the fact that it is simply a very busy time of the year for us and customer services suffers slightly as a result.
Just really wanted to reassure people we value our customers and that there is a huge disparity in what you think I said and what I feel I actually said during our phone conversation.
Also leaving a voice mail is an option which will always be responded to and people are also free to ring my mobile phone number at any point if they really want.

Piper101

cgriffin I dont think you will be in anyway at a loss due to this thread, it has caused me to check out the site (of which i was unaware) and tell two people about so far. The issue was quickly and effectively resolved.

mumo3

Piper101 wrote: »

cgriffin I dont think you will be in anyway at a loss due to this thread, it has caused me to check out the site (of which i was unaware) and tell two people about so far. The issue was quickly and effectively resolved.

Ive just done the same :rolleyes:

good advertisement for you there Colm