• Report: #769695

Complaint Review: ONSALE.COM

  • Submitted: Fri, August 26, 2011
  • Updated: Wed, September 19, 2012

  • Reported By: David — American Fork Utah United States of America
ONSALE.COM
Internet United States of America

ONSALE.COM PCMALL, MACMALL Failed to fulfill order after confirming order and charging credit card. Internet, Internet

*Author of original report: They have not recovered

*UPDATE Employee: The Truth behind the HP TouchPad Issue

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Placed order Sunday, August 21st while company indicated they had HP touchpads in stock.  Got confirmation email.

Order did not show up in online account settings.  Contacted support via email - order appeared thereafter in my account and credit card was then charged.

During the next four days, the order kept saying no tracking info, and no order status.  Their phones never worked, despite waiting > 1 hour three times during the week to get status update on shipment.

Finally, five days later I received an email:

Dear David,

We appreciate your patience and apologize for any inconvenience related to your HP Touch Pad order. As a result of an unintended and  unprecedented event, the dramatic price reduction in the discontinued HP Touch Pad which occurred over this past weekend, we received orders so quickly over a couple of hours on Sunday that we were not able to properly process all of these orders.   Unfortunately as a result, we are now cancelling unfulfilled orders.  We are sorry to inform you that your order was canceled.  If you have not already received a cancelation notice, you should expect one soon.  Your credit card has not been charged.     Again, we are truly sorry for any inconvenience and please accept our sincere apologies. If you have additional questions or concerns, please contact our Customer Service at 1-888-760-0300 and one of our Account Executives will be happy to assist you.

This is unacceptable.  Do not place an order with them unless you want to risk the hassle of non-fulfillment, and then having to clean up a credit card charge on top of it.

This report was posted on Ripoff Report on 08/26/2011 03:16 PM and is a permanent record located here: http://www.ripoffreport.com/r/ONSALECOM/internet/ONSALECOM-PCMALL-MACMALL-Failed-to-fulfill-order-after-confirming-order-and-charging-cre-769695. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

They have not recovered

AUTHOR: D Bradshaw - (United States of America)

A year later and now they're addressing the bad publicity they got?  Everyone's effort to lodge complaints must have made a difference, I hope.  But by the tone of the rebuttal, they obviously did not learn anything from the experience - they must only be reeling financially from it, not emotionally.

They said "This person might have even been one of those people ordering several to resell and make money off those that did not get it."  Ya, not the case.  Tried to order for my family only.  Typical...

I love that they jump to conclusions. 

This is not a true rebuttal but obviously a form response for the many who complained.  I recall this incident, as I will never use this vendor again, since others had their orders both placed and fulfilled after mine was placed.  According to purchaser records (yes, we buyers did keep track of these things), they did not fulfill orders in the order they were recevied.  Apparently there was priority given to post-orders via affiliates.  Regarding the CC-yes, they authorized, but did not fulfill despite others being placed after me, with stock.  It was proven days later they did this, otherwise I might have just let this slip.

Warning to all who read - do not use this company.  A year later they respond, and obviously have not learned their lesson.  They still have an attitude of antagonizing customers it seems! You have been warned.
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#2 UPDATE Employee

The Truth behind the HP TouchPad Issue

AUTHOR: Knowitall - (United States of America)

SInce this person choses not to include the whole truth, here it is.  On the website and the salespeople that they could have contacted woudl have said, because of the amount of sales being recorded and the fact that people were ordering several times to get these items to resell at a profit, all orders on these items went to a secondary check. If the person had more than two of them going to them, all orders were cancelled. This way those trying to game the system did not benefit from it.

Also so that the point is known, the ordering system recieved over 20,000 orders in a 5 minute system. It takes 20 minutes to have the order go through the credit card process and such. UNtil the order goes through this process, it is not removed from the warehouse count. At the time of the sale there were 2000 units. UNtil those units were allocated, So that if a customer credit card is denied or such.

Also they said the credit card was charged. This is not so, there was an authorization requested but no charges to the credit card. And those drop off after 3 days or the day before his recieving the email. This person might have even been one of those people ordering several to resell and make money off those that did not get it.
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