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Old 15 August 2016, 07:06   #1
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What to do with a supplier who is not responsive after being paid

Not sure what to do.

Ribnet is my goto place for anything web related and is a very valuable resource to anyone with a rib (or sib).

I am in Sydney Australia and we needed some parts for our rib. 900 worth of parts.

Found someone on this forum that had what o needed and they directed me to their website.

We paid around end of June after a few days of sorting out how to transfer funds internationally without using a credit card or Paypal. Brexit did slow us down for a couple of days as the online currency companies stopped trading pounds.

They were to be air freighted once payment was received. Having purchased many times from the UK, it should take about a week but can be less.

No tracking number, no further communication.

2 weeks later, mid July, after a few emails and attempted phone calls, I received an email saying they were sent. No details of who they were sent with or tracking number.

After a few more messages and no parts I received a message saying that the seller was on holidays and will get back to me a week later.

He did get back to me at this point and said:

"We have a problem with your delivery. A junior staff member was trusted to send your package but they can't produce the tracking details. We genuinely have no idea if it has been sent or not!
We are happy to send replacement by DHL, fast and tracked, if you can confirm they still have not arrived?
I do apologise for this cock up."

I immediately confirmed that I hadn't received them.

I have sent a number of emails since and the seller has stopped being responsive. I have tried emailing, calling, using the chat function on their website etc.

Looking at each response it makes sense, but looking at the fact that it has been 6 weeks without even a tracking number, I am starting to feel so if I have lost my money.

Any advice would be appreciated.
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Old 15 August 2016, 07:20   #2
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Name & shame ?
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Old 15 August 2016, 07:35   #3
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Quote:
Originally Posted by bedajim View Post
Name & shame ?

Considering they are a member here and have been for years, I would like to give them the opportunity to fix it before a name and shame.

I don't want to believe a fellow ribnetter would just take my money.
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Old 15 August 2016, 08:00   #4
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Hope you get sorted soon, if not it may be of use to name them so that others don't get ripped off by them. Is the person a regular poster.

Jon
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Old 15 August 2016, 08:01   #5
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If you did name and same and it was somewhere local to someone on here they may be able to call in and have a chat on your behalf.
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Old 15 August 2016, 12:31   #6
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Once you've named & shamed, the chances of resolution reduce, IMHO. I would give the supplier a fixed time period to resolve the issue & then name & shame if no satisfactory resolution.


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Old 15 August 2016, 13:26   #7
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900 sounds like a lot of parts, I'm not sure about the name and shame thing, it's a very small industry here. I don't mind giving them a call for you if I already deal with them.
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Old 15 August 2016, 13:54   #8
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Sounds like you might want to contact the admins and maybe some of the locals, like Whisper, and see if they can give you a hand first.

Most people aren't crooks but if they've botched it up as much as it sounds they might not have any answers and are hoping things turn out ok. They don't want to be out another 900 and may truly not be able to tell you where the shipment wants. Sounds like a call people might avoid.

Jason
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Old 15 August 2016, 14:08   #9
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Transferring funds outside of PayPal/Credit Card would have had my alarm bells ringing. Why would a credit card or PayPal payment not have worked?
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Old 15 August 2016, 14:10   #10
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A common but altogether too common occurrence, if you paid for goods not received then just ask for a refund and order from elsewhere, if the seller cannot produce proof they shipped the items then I don't see what more there is to do?

Trusted junior member of staff? To do what? Take 900 of gear to local post office and pay how, petty cash? I would expect all online retailers to have accounts with couriers and be able to log a collection with all details online. We do this and we aren't a retailer or etailer .......

If they won't refund then it's a police matter..... More than enough time has elapsed (June order was placed? And paid for?)
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