Resolving problem with a photographer merchant

[daikatana]

Hey guys

I thought I would post my little problem and ask for your advice/opinion before I take action.

Basically I ordered some items from this reputable US company on the 12th Jan to be delivered to Sydney Australia. The seller advised me that payment has been received via paypal and item has been sent. At the time I assumed the company was busy so I allowed some extra time for delivery. Anyway last week I sent an email and asked about the item. Waited for a few days for a response but nothing. I then made a few overseas calls in the wee hours of the morning (time differnce) and managed to make contact with the seller directly. He/she explained that the item came back and advised me to email him/her again with the delivery address and assured me he/she will go down the post office and send it now. Anyway after one week, I emailed the seller again last night to confirm if the item has been sent. I anticipated a response this morning but nothing.

He/she was prompt with my product inquiries but come the sale and delivery inquiry, it seems my emails are being ignored.

The funny thing is I ordered a camera strap from another US company after I spoke to the seller and it came yesterday (1 week from purchase to delivery to Sydney)

What do you think I should do? I don't really want to ring up again and incur o/s call cost plus I really don't want to piss this person off.

Its a shame since I was planning to use these items for a few weddings that has come and gone and do a mini review on ths forum.

It would be 4 weeks since the initial order and I still have nothing to show for it.

Thanks in advance

[IndyJeff]

Send me the guys name and address and me and some of my boys will take care of him, ya know a broken leg, an arm maybe. What the heck we'll throw in a broken nose, on the house, just for good measure.

[daikatana]

Send me the guys name and address and me and some of my boys will take care of him, ya know a broken leg, an arm maybe. What the heck we'll throw in a broken nose, on the house, just for good measure.

Lol, thanks for the offer mate

[PhotosGuy]

Time on your hands these days, Jeff? :D

[IndyJeff]

No I am just getting cranky in my old age LOL

[NZDoug]

Can PayPal help apply pressure?
Id threaten to squawk on every internet group I could join with a super bleat whinge whine, unless they come up with some response pronto. :evil:

[daikatana]

Can PayPal help apply pressure?
Id threaten to squawk on every internet group I could join with a super bleat whinge whine, unless they come up with some response pronto. :evil:

Well im going to wait until next week cause by then it would have been 5 weeks total which IMO is a very generous. The item cost me AU$350 so its something I can't let up. At the moment I'm gathering suggestions and I would really be happy if they would just confirm that the item was sent and the date of arrival.

I would always think something like this would happen to me first in ebay but its not the case. Bought at their website and I must stress this is a very reputable company hence my reluctance to name them. The seller is a friendly person but for reasons unknown their not returning my emails

[bwolford]

Friendly people hit hard times and do drastic things. You do us a disservice by not naming names so we don't get ripped off by the same company.

[Bob_A]

Well im going to wait until next week cause by then it would have been 5 weeks total which IMO is a very generous. The item cost me AU$350 so its something I can't let up. At the moment I'm gathering suggestions and I would really be happy if they would just confirm that the item was sent and the date of arrival.

I would always think something like this would happen to me first in ebay but its not the case. Bought at their website and I must stress this is a very reputable company hence my reluctance to name them. The seller is a friendly person but for reasons unknown their not returning my emails

You mentioned twice that they are a very reputable company yet from your posts I see no indication that this is truly the case. There are a ton of on-line merchants out there that come across as being "reputable" but are really huge scam artists.

Where did you get the information that gave you the impression they were reputable? For example:

- Are they listed at resellerratings.com and did they have both monthly and lifetime scores of AT LEAST 9.0?

- Is there any mention of them (negative) in Ripoff Reports?

- If they are also an eBay seller do they at least have 98% favorable with a large number of sales?

[daikatana]

Friendly people hit hard times and do drastic things. You do us a disservice by not naming names so we don't get ripped off by the same company.

Im going to give them the benefit of the doubt and chalk this up to miscommunication and shipping time. It usually takes 2 weeks for package to arrive in Sydney and if the owner did re-post the item after managing to speak to them last week, then next week is the deadline.

I promise if by next week If I have not heard from them or the package has not yet arrived I'll name the company. I'll post my stories up in the relevant forums and provide evidence that the transaction took place to backup my claim if anyone wishes for proof.

[daikatana]

You mentioned twice that they are a very reputable company yet from your posts I see no indication that this is truly the case. There are a ton of on-line merchants out there that come across as being "reputable" but are really huge scam artists.

Where did you get the information that gave you the impression they were reputable? For example:

- Are they listed at resellerratings.com and did they have both monthly and lifetime scores of AT LEAST 9.0?

- Is there any mention of them (negative) in Ripoff Reports?

- If they are also an eBay seller do they at least have 98% favorable with a large number of sales?

They are renowned through the photography circles and not some big faceless corporation.

AFAIK their reputation is solid and he/she have personally participated in this forum and other forums.

I don't want to name them just yet because I believe some people would be shocked and surprise and if I am wrong and there has been a miscommunication down the line I don't want really want to cause any grief to both parties.

I'm starting to think that maybe I should just email this 'topic' to them?

[Rubi Jane]

I'm starting to think that maybe I should just email this 'topic' to them?
It would be worth the minute it would take. If they are reputable as you say they should take note that a large forum is watching this customer service unfold. Regardless of whether you give them another week before you spill the beans on them they should still have the courtesy of replying to your emails.

Heck we could start a poll to guess who the vendor might be...I bet someone would guess them within a few guesses ;)

[and.duncan]

He/she explained that the item came back

Did you get a tracking code for this first sending? If not or are unable to get one out of them I would be suspicious.

Also, you could use VoIP (a friends, as I assume you don't have it) or put a bit of credit on Skype to make cheaper US phone calls.

[daikatana]

It would be worth the minute it would take. If they are reputable as you say they should take note that a large forum is watching this customer service unfold. Regardless of whether you give them another week before you spill the beans on them they should still have the courtesy of replying to your emails.

Heck we could start a poll to guess who the vendor might be...I bet someone would guess them within a few guesses ;)


That is true, i'll do it once I get the chance.

As for a poll heheh. The only reason im reluctant in naming this company is the reputation they have garnered and my last option really is to 'Name and Shame' them.

I would still rather have this resolve as one photographer to another and keep it civil.

[daikatana]

Did you get a tracking code for this first sending? If not or are unable to get one out of them I would be suspicious.

Also, you could use VoIP (a friends, as I assume you don't have it) or put a bit of credit on Skype to make cheaper US phone calls.

No tracking and confirmation. That was what I emailed them a couple of days ago that has receive no reply so far.

[daikatana]

Well im going to email them again this time posting a link to this particular topic. Hopefully some sort of productive action will be taken on their part.

Is there anything else I should include besides that im an upset customer? Given them plenty of time/chance to answer my most simpliest queries?

I don't want to sound like im threatening them by naming and shaming them but what choice do I have? I doubt I'll see my money again once this has been actioned.

[S-Man]

That's a shame.
There shouldn't be that much time between order and delievery, I don't care where you are. If they are reputable like you say, they should answer emails and so-on. I can't imagine how much a call costs from Aus to U.S., but I know it can't be cheap.
If you are afraid they've run with your money, you can always dispute the charges, and complain to paypal. If you say to paypal "It was an un-authorized transfer" they snatch the funds out of the other persons account. Sometimes this is good, sometimes it can be bad if the seller is honest and the buyer is a crook.
I'd try and have Paypal contact the seller and see if they can lean on them to get your gear to you. Shipping anything such a long distance should have delivery confirmation, and/or tracking, as well as insurance.
I feel for you. Its quite a vexing situation. I hope it gets resolved.

[daikatana]

Thanks mate. I believe the person is not a crook and the company does have a good name, hence my every intention to solve this peacefully and amicably.

I'll fire off the email later tonight before I go to bed in the hopes there is a response tomorrow morning.