Most of us are not afraid to buy online. It's now something we do at least one time a month (or a week). I'm pretty sure that we all had a problem with a damaged article, a lost parcel, or something like that.
It's a not a big problem if the company that have made business with you is a minimum professional. Most of them take care of their customers because they want to sell again to their customers in the future.
But they're not all serious companies
Let me tell you what happened to me before Christmas 2013...
As a quadcopter fan, I wanted to buy from an online store in Hong-Kong. It's not a problem for me to buy in Hong-Kong because I did it a lot of times, and even when the parcel is lost, the seller usually sends another one, like any seller would do in Europe or United States.
So I found a new store named RC711. They had the stuff I wanted to buy and great prices (it was very expensive in Europe at this time, prices are lower today).
I placed 2 orders the same week on RC711 web store:
- The first containing a DJI FlameWheel F450 Quadcopter Kit + NAZA-M V2 GPS
- The second with a Futaba T8J
The F450 arrived 10 days after, early december.
The Futaba never came to me.
If someone from RC711 come here, I'm talking about order #214501.
First, contact RC711
I supposed that, in the Christmas period, the delivery can be slower than usually. So I waited a few days before contacting the shop.
Christmas coming, I really wanted to play like a kid with my X-Mas Gift! So I contacted RC711 and had an answer 10 days after:
Thank you very much for your email!
We have sent a enquiry to Deutsche Post. We will contact you when we got the reply
Should you have further question, please do not hesitate to contact us.
And that's what I did few weeks later because they did not came back to me. The gave me the same answer.
I also contacted DeutschePost, French Post and customs. They don't have the parcel.
Conclusion: Parcel is lost.
Point of no return
We're now in March 2014, with a 5 months old order...
Of course, I bought my Futaba from another store in January.
I decided to ask for a refund. No answer.
I tried again. Still no answer.
And again and again for the next months.
Tried online form, email, Facebook page...
In the meantime, I contacted again DeutschePost via Facebook.
They answered the same day, shared informations to me via email very quickly, and told me that the parcel was lost, and they've refunded RC711.
They also sent me the receipt as a proof.
Conclusion, RC711 got my money (€234,66) and the refund from Deutsche Post.
From this, I never had any answer to my emails.
It seems that I'm not the only one having problem with RC711
What I learnt from this
I payed with Paypal, and you have to know that you have a 45 days protection. So, if you are on 43rd or 44th day, even if you think that your item will arrive today, open a dispute.
In my case, I was too late.
Edit: since 2015, it's now 180 days!
I also learnt that having business internationally, especially with Hong-Kong is fine if you really trust the company you are working with. I had a look to the social reputation which seemed fine in 2013. As you can see in this post, it doesn't seem to be the case anymore. Have a look to their Facebook page for recent comments.
I don't think RC711 will do anything now, and that's why I wanted you to be aware of my issue.
If you had a problem with this store, leave a comment on this page and on RC711 for future buyers.
RC711 had a lot of solutions:
- Send another item
- A Refund
- A Voucher
They chose to forget me.
What a customer asks first when having trouble, is a good communication and regular updates.
Even the best e-merchant could face a lost parcel or any other delivery or product issue... But what will make you being a good e-merchant, is your Customer Care and After Sales Service.
Having the same issue?
- you can leave a comment here
- and rate RC711 on Trustpilot