I bought camrecorder glasses from them. Found them faulty and did sporadically worked, also the item did not have many of the features that the item description said.
I filed a calim and they first told me that I should talk to the merchant and try to figure out a deal or solution. I tried doing that and the merchant stopped responding my emails.
Then I contacted DHGate to deal with this, they told I had to wait for 20 days, before they could do anything about it.
I waited the 20 days and then I told that the merchant had stopped responding and that I needed help, I even copied the messages between me and the merchant. I asked them what I needed to do and what were the next steps for me to take.
Never got a response from DHGate. They waited out so that the order would close and then it would be impossible for them to do anything.
Actually right now I'm chatting with one of their representatives and have asked to the information of the bureau that regulates them to file a complaint. He has stopped responding the chat, he is completely silent.
I seriouly cannot belive that I'm powerless to a so called company and that I cannot complain to anyone on how to get a refund.
Here is a copy of the chat transcript:
to DHgate Customer Service Center, please wait a few seconds for a site operator to respond.Or you can click "SelfSearch" to contact DH Chatbot to help you.The chat is created,Jim is servicing you.Hello, welcome to DHgate. You :(2013-04-22 00:39:04)HiJim :(2013-04-22 00:39:04)Hello, this is Jim from DHgate Customer Service Center, I am servicing several customers at the same time, so there might be some delay, please tell me your order number and concerns, I will do my best to help you as soon as possible.
You :(2013-04-22 00:39:10) I need some help with order 1336948658 You :(2013-04-22 00:39:15) The item was faulty You :(2013-04-22 00:39:30)and it is as described in the item description You :(2013-04-22 00:39:35)I talked to the merchant You :(2013-04-22 00:39:43) but he has not responded to my last messagesJim :(2013-04-22 00:39:46)Now I am checking more information for you, it needs some time to process, please give me a few minutes.
You :(2013-04-22 00:39:49) and has decided to just close the orderJim :(2013-04-22 00:40:13)Thanks for waitingJim :(2013-04-22 00:40:29)You ever opened an after sale case You :(2013-04-22 00:40:41) ?/ You :(2013-04-22 00:40:45)
what is mean? You :(2013-04-22 00:40:52)I did not reopened the order You :(2013-04-22 00:41:03) I tried talking to the merchant and DHGateJim :(2013-04-22 00:41:04)However,you did not escalated your after sale case for this order You :(2013-04-22 00:41:07)
but they told I had to waitJim :(2013-04-22 00:41:17)Your case is closed You :(2013-04-22 00:41:22) 30 days before I could nothing You :(2013-04-22 00:41:40) can you access my messages sent to the merchant and to DHGate You :(2013-04-22 00:42:00) there you can see how long I have been trying to get the item and back and a refund You :(2013-04-22 00:43:16) are you kidding me? DHGate tells me I have to wait 30 days before I can do anything, and now you guys are telling me that I should have reopened?? You :(2013-04-22 00:43:56)sorry it was 20 days, not 30 days You :(2013-04-22 00:44:07)
after 20 days DHGate would mediate You :(2013-04-22 00:44:13) but they did not do anything You :(2013-04-22 00:44:37) and now you are telling you can do anything, you should have responded to the messages I sent you earlierJim :(2013-04-22 00:45:05)You do not contact us to escalate your case within 20 days ,so your case is closedJim :(2013-04-22 00:45:43)Have you ever received the following message You :(2013-04-22 00:45:46)are you kidding meJim :(2013-04-22 00:45:46)If you cant reach an agreement with the merchant about this issue, please contact us to escalate the case to our After-sale Department within 20 days since today. Otherwise, we will assume that you have given up this case and DHgate will not take care of this case anymore.
You :(2013-04-22 00:45:55) I contacted you several times You :(2013-04-22 00:46:00) sent many messages to you You :(2013-04-22 00:46:17) telling you that the merchant was not responding, whatta hell did you want me to do? You :(2013-04-22 00:46:54) I'm filing a complain, for your lack of services and awful customer equality You :(2013-04-22 00:47:28) I need the information for the bureau that monitors you, can you provide that information? You :(2013-04-22 00:48:34)
you have no right, to be delayed when you receieve a customer message, you didn't even respond the next day You :(2013-04-22 00:48:42) what kind of company are you guys running?Jim :(2013-04-22 00:49:19)Please contact your merchant, reach an agreement with your merchant on the amount of refund. If your merchant leave message for you ,"OK, I will refund you $$" , then DHgate will follow up for you.
You :(2013-04-22 00:49:34) DONT YOU UNDERSTAND WHAT IM SAYING TO YOU?? You :(2013-04-22 00:49:40) HE STOPPED RESPONDING MY MESSAGESJim :(2013-04-22 00:49:43)We are sorry for the inconvenience You :(2013-04-22 00:50:17) That is what I conveyed to you many times in my messages to DHGate You :(2013-04-22 00:50:29) if you chose not to responde promptly You :(2013-04-22 00:50:32) then that is not my fault You :(2013-04-22 00:51:38)
I need the information for the bureau, and a copy of this chat conversation, I will not be taken advantage of, and honestly this by far the worst online purchase experience I had to go through. I will not let other people lose their money and have to go through so much trouble You :(2013-04-22 00:51:49) to get what they bought You :(2013-04-22 00:56:06)can I get the information I requested or not? You :(2013-04-22 00:58:03)Hello?
You :(2013-04-22 00:58:09) are you going to answer me?Jim :(2013-04-22 00:59:44)Please follow correct refund process in the future, DHgate has Buyer Protection policy, you will be protected You :(2013-04-22 00:59:57) there was no protection from you You :(2013-04-22 01:00:01) at any point You :(2013-04-22 01:00:12) I asked for a refund several times You :(2013-04-22 01:00:46) and when the merchant stopped responding, I let you know with several messages. I got the messages with the dates, and YOU DID NOT ANYTHING, You :(2013-04-22 01:00:49)
now I pissedJim :(2013-04-22 01:01:05)First you did not click Return&Refund button in time You :(2013-04-22 01:01:19) I need to information of the bureau that regualtes you service, I will file a complaint Jim :(2013-04-22 01:01:23)Second, you did not escalate your after sale case in time You :(2013-04-22 01:01:30)I don't care You :(2013-04-22 01:01:37) what you are telling right now You :(2013-04-22 01:01:43) you should have told me that and what to do You :(2013-04-22 01:02:06) when you received my messages telling you that merchant was responding, that is called CUSTOMER SERVICE You :(2013-04-22 01:02:24)
was not responding,Jim :(2013-04-22 01:02:31)There are millions of sellers and buyers doing business on DHgate. You :(2013-04-22 01:02:33) THAT IS CALLED CUSTOMER SERVICE You :(2013-04-22 01:02:45) is that your excuse?Jim :(2013-04-22 01:03:02)Please learn how to protect yourself before you make your purchase, You :(2013-04-22 01:03:05)
you got too many sellers and buyers, then don't guarantee good service, if you cannot handle your numbersJim :(2013-04-22 01:03:37)We have Help Center, please learn more before you pay for your orderJim :(2013-04-22 01:03:41)Thanks for understanding You :(2013-04-22 01:04:08)look, understand that you messed up, you did not respond to my messages prompty You :(2013-04-22 01:04:13)
promptly You :(2013-04-22 01:04:37) you are telling that I should protect myself, what is that mean? I tought DHGate should have looked out for me You :(2013-04-22 01:05:30) you know what, just provide the bureu information I need, a copy of this chat as proof of your incompetence, and your information You :(2013-04-22 01:06:13)all you customer service guys have ids or a way of identyfing yourselves, I need that too You :(2013-04-22 01:07:22)are you going to answer me? You :(2013-04-22 01:08:40)hello?
You :(2013-04-22 01:09:27) are you kidding me.... You :(2013-04-22 01:09:41) you are just going to stop responding, like your merchant?? You :(2013-04-22 01:12:33) ok I file for internet fraud You :(2013-04-22 01:14:16)I'm saving this conversation as proof of your lack of service, and even more as proof of fraud You :(2013-04-22 01:14:19)
http://www.ripoffreport.com You :(2013-04-22 01:14:32)they have offered to give the information I need