After sending a recorded delivery complaint to eBuyer some time last week they have emailed (stamps obviously cost too much) a response to me today. I still have a burning question left unanswered though; should I have had to go through this shit anyway?!
Here’s my letter:
Ebuyer (UK) Ltd
RE: Breach Of Contract Order No. 6717519
On 19th May 2006 I ordered one Logitech UltraX keyboard from your website and paid Â£21.67 for it to be delivered by Wednesday 24th May 2006. I received an email notifying me that the item had been dispatched on Monday 22nd May 2006.
By the evening of Wednesday 24th May 2006, after having checked that the item had not been delivered to my home, I checked the Citylink website for tracking information. Their website states that the item was delivered at 9:13am on Wednesday 24th May 2006 and was signed for by â€œCxRNxxxA xxxâ€.
My next door neighbour recently moved in and as such I was not aware of their surname at that time. Given that I live at xxx I thought they had accepted the delivery for me. It is noteworthy at this point that I did not stipulate at the time I ordered that the package can be delivered to my neighbour if there is no answer at xxx xxx xxx. I am also aware that it is normal practice for Citylink to leave some kind of notification at the intended delivery address that delivery has been unsuccessful and as such the parcel must be returned to the depot for later delivery or collection. I did not receive this notification and I did not request that it be delivered to a neighbour should there be no answer at my home. Thirty minutes either side of the stated 9:13am delivery time there were at least four people available at xxx xxx xxx to accept the delivery yet the doorbell did not ring.
On the evening of Wednesday 24th May 2006 I visited my neighbour to ask if they had accepted a package for me to which they assured me they had not. I also took this opportunity to find out that their surname is no derivative of CxRNxxxxA.
As a result of the above, I contacted eBuyer via your eNotes system and have spent a significant amount of time over the last week dealing with an extremely unhelpful and downright obstructive representative who has gone so far as to suggest that I contact the Police to have them question my neighbour.
I have attached a copy of all correspondence that I have had with Andrew up to the post date on this letter. I trust that you will read it to ascertain the reason for this letter.
I must point out that eBuyer are in breach of contract for failing to deliver goods ordered from your website and that my contract exists only with you to deliver my goods. I will not contact Citylink regarding this matter.
Now that ample time has passed for any delayed or misplaced deliveries to occur has passed, I ask that you make time of the essence to either deliver the goods as they were ordered or issue me with a full refund of Â£21.67 within fourteen (14) days from the date of receipt of this letter.
I sent that letter on 18th June or thereabouts and have just received this emailed response today:
Dear Mr Roberts,
Reference: Order 6717519
Thank you for your letter dated 15th June, received at our office on 21st June and my sincere apologies for my delay in response to this.
I was most concerned to receive your letter highlighting the annoyance you have experienced with this matter, and I would firstly like to offer our most humble apologies for the annoyance and frustration which this matter has caused. I can assure that this is not the usual level of service in which Ebuyer UK Ltd strive to offer.
All customer feedback is greatly valued within Ebuyer as this is essential in the continuation of our company as we progress forward. As such the feedback you have raised within your letter regarding our service has been forward onto the relevant department to be addressed internally.
On investigation into this matter with our courier, I have received confirmation that a claim has been submitted with our courier for the missing parcel and as so I have today issued a full refund for your order. This refund should show back on your card in approximately 3 working days and confirmation can be viewed online via account and ledger.
Once again I am very sorry for the annoyance you have encountered with this.
Ebuyer Customer Resolution Team
Ebuyer UK Ltd