Report: #1074775

Complaint Review: DHgate

  • Submitted: Sat, August 10, 2013
  • Updated: Sun, August 11, 2013
  • Reported By: VIPER — Stockton California
  • DHgate
    6F Dimeng Commercial Bldg., No. 3-2 Hua Yuan Rd
    Haidian Dist. Beijing, Select State/Province

DHgate Fast Trading Marketplace Website: Tel: 86-10-8225-7676 Fax: 86-10-8202-5922 Add DHgate advertized a custom 5 window sun shade for a 1992 Cadillac Sedan Deville on their website. Items were non-existant but they refuse to refund $62.68 . Haidian Dist. Beijing China

Show customers why they should trust your business over your competitors...

From: klbateman

Sent: Monday, July 22, 2013 4:39 PM


Subject: NO WAY to treat a 1st time customer:

To Whom it May Concern: 

The product that I ordered from your website was never available to be sold.  And I was assured that a full and complete refund would be credited to my credit card. 

 (Please refer to the exchange below between Cathy and myself.)  Notice the date of the order and full payment made that date.

Don't you think that almost 3 months is more than enough time to credit my account?

I've read your FAQ regarding refunds/ returns and dealing with the 'seller' etc. The transaction that I made on May 6, 2013 was with DHgate, not with some unknown, unseen company, which any reasonable, logical thinking person would conclude that DHgate was the seller. I seriously doubt that DHgate would pay this 'other' company for a non-existent product. So by my reasoning, DHgate is the seller, DHgate accepted and posted my $62.68 and I'm reasonably certain that those funds were deposited in DHgate's bank account, not some phantom seller's account. In fact this is what Cathy said in one of her e-mails to me. "Really  sorry  to  tell  you  that  our  manufacture  can  not  make  this  design  curtain  for  you." 

Another line in the same e-mail stated "We  can  give  you  full  refund  or  you  can  change  it  to  other  kind." 

So the manufacturer really has nothing to do with your refusal to issue a credit to my credit card for almost 3 months now.

Here's my proposal...I am requesting that you issue a full and complete credit in the amount of $62.68 to my charge card immediately. I expect to see the credit posted on my credit card account by the end of this week which will be JULY 26, 2013.

If the credit is not posted by the end of business on JULY 26, 2013, I will post this entire incident on the internet for all to see the way your company handles customer complaints.

Someone in authority, who makes business decisions needs to read this in it's entirety and then, if the intent is to be a reputable and successful internet company, make the correct intelligent business decision issue a credit for $62.68 to my credit card.


     Portions of the above have been edited in the interest of saving space.


The following is an exact verbatim dialog between myself and the person named Cathy who took this order. (Which makes DHgate the seller.)


From: eastsunsh ( Local time:2013-05-06 19:03 ) Last Post: 2013-05-14 09:38


eastsunsh 2013-05-06 19:03


Dear  Ken,                 Thanks  for  your  payment  for  this  order  PO#1340921258.                   We  have  received  it  for  5  days  ,but  really  sorry  for  the  later  reply,because  last  week  we  are  on  holiday  (China  May  Day),hope  you  can  understand  .                   We  have  that  curtain  in  stock  and  we  will  ship  it  out  soon  ,do  not  worry  please.                   But  could  you  please  tell  me  the  details  about  your    car  model  ?And  what  is  color  would  you  like  ?                   Look  forward  to  your  reply.                 Thanks  for  your  time  !                   Have  a  nice  day  !                                                       Yours  Sincerely                                                         Cathy

KWBSR 2013-05-07 06:50


My  car  is  a  1992  Cadillac  Sedan  DeVille  4  door. Color  is  all  white  with  light  silver/grey  trim  at  the  bottom  of  the  doors  and  continuing  along  both  bottom  sides  of  car.  The  trim  is  approximately  8"  wide.  The  interior  of  car  is  all  maroon.  I  would  like  white  or  silver  curtains.....I  hope  this  helps.

eastsunsh 2013-05-07 10:31


Dear    Ken,                   Thanks  for  your  prompt  reply.That  is  all  we  need  ,we  will  ship  it  out  soon  ,do  not  worry  please.                   Thanks  for  your  time  .                   Wish  you  a  nice  day  !                                                       Yours  Sincerely                                                       Cathy

eastsunsh 2013-05-10 22:13


Dear    Ken,               Really  sorry  to  tell  you  that  our  manufacture  can  not  make  this  design  curtain  for  you  .               This  kind  of    car  is  really  rare  ,and  they  have  not  made  it  before  ,hope  you  can  understand  .               We  can  give  you  full  refund  or  you  can  change  it  to  other  kind  .               Thanks  for  your  time  !                 Have  a  nice  day  !                                             Yours  Sincerely                                               Cathy

eastsunsh 2013-05-14 09:38


Dear        Ken,                   Have  you  received  my  letter  ?                   Really  sorry  for  the  inconvenience  but  hope  you  can  understand  !                   Look  forward  to  your  reply.                   Have  a  nice  day  !                                         Yours  Sincerely                                           Cathy

KWBSR2013-06-10 09:29


Dear  Cathy,   As  you  can  see,  my  order  shipped  on  May  7,1013.  I  have  attached  the  Tracking  information  below,  indicating  a  13  to  24  day  delivery  window.  It  is  now  32  days  and  I  still  do  not  have  my  order  but  you  have  my  payment  in  full.  PO  #:  1340921258    Date  Tracking  number  Shipping  method  Remark  Tue  May  07  10:41:02  CST  2013  RB132641476CN  CHINA_POST_AIR_MAIL  car  curtain Time  of  Submission  Shipping  Method  Delivered  time  Tracking  Number  Action  Remark  2013-05-07  10:41    China  Post  AIR  Mail        13-24  days      RB132641476CN        Track  Item  car  curtain   Note:    Delivery  may  be  delayed  for  holidays  or  natural  accidents.  For  details  please    Leave  Message  to  seller.        More  Help      It  seems  strange  to  me  that  on  5/10/  2013,  3  days  after  my  order  was  shipped  according  to  the  Tracking  information,  you  message  me  that  your  manufacturer  has not made it before.  I'm  wondering  what  was  shipped  to  me  on  May  7,  2013  if  what  I  ordered  was  non  existent?  I  just  read  your  message  of  May  10,  2013  and  first  of  all  the  make  and  model  of  my  car  is  not  'really  rare'  and  if  the  manufacturer  has  never  made  the  curtains  for  this  car,  why  is  your  company  offering  items  for  sale  for  this  particular  car? 

I  will  accept  your  offer  of  a  full  refund  of  the  price  I  paid  for  the  non  existent  merchandise,  including  all  shipping  charges  credited  back  to  my  charge  card  in  the  amount  of  $62.68.  As  it  should  only  take  a  few  days  for  a  electronic  funds  transfer  (EFT)  to  arrive  there,  I  will  expect  to  see  the  refund  on  my  credit card statement  by  June  17,  2013.

I'm  sorry  that the  items  I  wanted  to  purchase were nonexistent.

Hopefully,  whoever  is  responsible  for  your  online  items  will  go  through  the  vast  amount  of  products and  remove  from  sale  ALL  items  that  are  no  longer  or  were  never  available  for  sale.

There  was  once  a  very  successful  businessman  in  this  country,  who  said  that  "Word  of  mouth  advertising  is  the  best  advertising  a  business  can  get  or  it  can  be  the  very  worst.  Again,  I'm  sorry  this  transaction  didn't  come  to  fruition. Ken

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