A nightmare online purchasing from Shopping Square

Posted by: 17-Jul

This is my email conversation with Shopping Square






Ticket ID: 139094
RA No: RAB9577
Status: Closed
Date Created: 04/06/2009 15:11:00
Ticket Details: Product Name: 2.8" Touch Screen Mp4 Player - Black - 8GB
Product Code: MP4-KL780CK8G
Invoice No.: 60271440


Messages
Message Date
I just received my order # 60271440 (2.8" Touch Screen Mp4 Player - Black - 8GB), 5 minutes ago.
I am quite upset because you have sent me an old secondhand unit. the screen was old, scratched everywhere !
My child waited impatiently for 1 week now we are getting no where here.
I want to return this thing immediately. Please refund my money in full as quickly as possible because we want to buy the unit from a store.
Thank you


04/06/2009 10:32:46
I just received my order # 60271440 (2.8" Touch Screen Mp4 Player - Black - 8GB), 5 minutes ago.
I am quite upset because you have sent me an old secondhand unit. the screen was old, scratched everywhere !
My child waited impatiently for 1 week now we are getting no where here.
I want to return this thing immediately. Please refund my money in full as quickly as possible because we want to buy the unit from a store.
Thank you
04/06/2009 10:37:31
I just have a closer look at the unit .
An empty slot !!!!! Where is the 8GB memory SD ?
I cannot believe this ! 04/06/2009 11:04:45


Dear customer,
for this item, all units are provided brand new by the manufacturer/supplier.
please note that the unit is equipped with 8GB built-in memory together with a memory card slot (miniSD) for expansion. this item does not come with any additional memory card.

hope this will help.


sincerely,
the technical support team.
ShoppingSquare.COM.AU (division of Apus Corporation) 04/06/2009 15:13:14



OK, the 8GB memory is built-in.

But the issue here is you have sent me an old secondhand unit. It has been used. It has all scratches every where on the screen due to cleaning. Do not tell me the unit you sent me is a brand new! I have seen it with my own eyes, my wife have seen it my neighboure has come along and has seen it. We don't buy second hand thing even if it cost just $1.
I want my money back. Please tell me how you want to send it to you.

Thank you
04/06/2009 18:10:44
I am still waiting for your answer ...
I am going to send your Mp4 Player back to you via Australia post C.O.D. later today. If I you don't reply to my request by today, I would assume that you do aggree that the Mp4 player will be send to :
Apus Corrp.
PO Box 7218
Elexandria NSW 2015

Thank you 05/06/2009 13:32:22
Dear customer,
in regards to the item, if possible, please kindly provide some photos of the received item, so that our support team could follow up for you as soon as possible.



sincerely,
the technical support team.
ShoppingSquare.COM.AU (division of Apus Corporation) 05/06/2009 15:16:21
How can you see scratches from an seconhand item from a digital immage ?
It just doesn't make sense !
Sound like you want to run away from this. trying to make it harder and harder for me

I am going to send it back to you. 05/06/2009 15:31:10


Dear customer,
regarding the item, we could issue an RA number for you to return the item to us for inspection, if it is proved to be faulty (or in the condition as described), we could arrange a replacement for you.

You can return the unit for an inspection (terms and conditions apply). After inspection, if we find
the unit(s) is/are faulty we will repair/replace the faulty item(s). We will provide one-way freight free of charge when returning the product to the customer, except if after inspection, our technician finds that a unit is in working order (i.e. not faulty) In this case, the item will be sent back to you by using Cash on Delivery (C.O.D)

Your return authorization (RA) number is:

RAB9577

Please quote this number when you send the item(s) to:

ShoppingSquare (APUS Technical Support) PO 7218 Alexandria NSW 2015

Please send the item in full using the original packaging. (unless arrangement has been made with our technical support officer).

We will strongly recommend using Registered POST or any posting service that will provide a reference for tracking the item(s) being sent. DO keep all information regarding the posting of item(s). Please be reminded that we will NOT be responsible for any lost of item returned to us. Please also label the RA number given and description as "faulty electronics" along with the return address.

Do NOT return the item to the dispatch address as they won't accept any deliveries.

You should also check our return policy here: http://www.shoppingsquare.com.au/terms.php

Note:-

For warranty: if our technician find the unit is in working order (i.e. not faulty) the item will be send back to you by cash on delivery (COD).
For refunds: restocking fees and handling charges will be applied.

Warranty Coverage:

If the product is proved to be faulty, we reserve the right to repair or replace it with a new/refurbished unit. Repaired or replaced product will be warranted until the end of the original warranty period. Inspection may take up to 20 working days. Delays can be expected on replacements if stock is not available at the time of return.

For All faulty items with a Return to Base warranty, the buyer has to contact our Technical Support and then obtain a RA number . All returned items MUST be attached with this RA number . Please Note: When a returned item is identified by our technical department as non-faulty, the buyer has to pay for shipping and handling fee for re-sending the item back to buyer.

ShoppingSquare has NO responsibility on the Shipping and handing fee on any returned items. If buyer send back the item by C.O.D. service, Item will NOT be accepted.

Warranty Exclusions:

Failure or effect caused by misuse, physical damage, unusual heavy use, improper assembly, improper maintenance, unauthorized repair or modification, or any causes externally such as natural disaster, power surge and excessive heat.
Label and serial number invalid or unreadable
Item damaged during normal wears and tears
Incompatibility issue (Except if it was caused by incorrect advertisement on the listing)
We are not responsible for any damages or loss of any data due to hardware and software failure
Installation, removal and relocation of products or any accessories

Please also check our return policy below:
http://www.shoppingsquare.com.au/terms.php

Thank you.

sincerely,
the technical support team.
ShoppingSquare.COM.AU (a division of Apus Corporation) 05/06/2009 16:28:47
Fix ? Repaire ? Replace ? Restocking fee ?.....
Nonsen ! This is not a warranty item.

I wanted to buy a NEW mp4 player as advertised by you. You sent me a old secondhand unit. I want to returne to you to have my money back because I do not trust your company anymore.
I am sending it by Registered Post today and I want you to refund my money in full PLUS my expense for the registered post.

Thank you 09/06/2009 16:15:18
Dear customer,
as previously stated, please return the item to us for inspection, if it is proved to be faulty (or in the condition as described), we could arrange a new replacement for you.


sincerely,
the technical support team.
ShoppingSquare.COM.AU (a division of Apus Corporation) 09/06/2009 16:29:49
Dear customer,
we have received the returning item and we would like to provide you a refund for the returned unit.
regarding the refund, we could refund to you through either:

1) credit refund (via store credit), which you could use in your next purchase from our eBay store - Apus Auction Express or www.ShoppingSquare.com.au;
or
2) bank transfer (same as the original payment method).

please kindly confirm with us the refund method so that we could follow up for you as soon as possible.



sincerely,
the technical support team.
ShoppingSquare.COM.AU (a division of Apus Corporation) 19/06/2009 15:05:29
Please refund the money via the bank transfer (same as the original payment method), if there is any problem just let me know.

Thank you
22/06/2009 10:00:39
Dear customer,
we apologize for any inconvenience caused.
please kindly supply your bank details below for the refund:-

* BSB number:
* Account number:
* Account holder name:
* Bank name:
Amount: $98.94

Thank you


sincerely,
the technical support team.
ShoppingSquare.COM.AU (a division of Apus Corporation) 22/06/2009 10:08:09
My banking detail:

* BSB number:xxxxxxxx
* Account number:xxxxxxxx
* Account holder name:xxxxxxxx
* Bank name:xxxxxxxx
Amount: $98.94

Thank you

22/06/2009 10:18:40
Dear customer,
Your bank details had been transferred to our accounting department for the refunding procedures. Please allow some working days for the refund to be processed.



sincerely,
the technical support team.
ShoppingSquare.COM.AU (a division of Apus Corporation) 22/06/2009 10:55:48
Dear Sir,

I haven't received the refund yet. Why it takes so long ?
Can you please check ?

Thank you 02/07/2009 10:18:01
Dear customer,
our support team is following up with our accounting department in order to arrange the refund to be processed as soon as possible.
we apologize for the delay and any inconvenience caused.


sincerely,
the technical support team.
ShoppingSquare.COM.AU (a division of Apus Corporation) 02/07/2009 10:43:34
Dear Sir,

I still have not received the refund .
I dont think I want to wait anylonger.
You have 7 days to refund my money.
If you decided not to do anything then I will have to take legal action immediatly after that.

Be aware that as soon as I pay for legal cost my refund will be $98.94 plus legal cost.

Thank you


09/07/2009 10:49:24
Dear customer,
as confirmed by our accounting department, the refund request had already been reviewed and approved. at the moment the refund is being processed. you will be able to receive the refund very shortly.


sincerely,
the technical support team.
ShoppingSquare.COM.AU (a division of Apus Corporation) 09/07/2009 10:54:44





Talk, talk, talk but no money have been sent. 17/07/2009
$98.94 to pay them + $8 to send the thing back to them.
What else can I do ? I wish I never buy anything from this people.