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Report: #269644

Complaint Review: Bidz - Culver City California

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  • Reported By: Oak Flats Other
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  • Bidz 3562 Eastham Drive Culver City, California U.S.A.

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Item paid for on Bidz.com not sent. Wrong item sent in its place and when reported this to Bidz they said to send back and if not as described they would refund. Requested I receive the item I bid on and won but customer service staff either ignored question or gave very vague answers, (sometimes told would possibly get item if in stock but emphasised that would get refund if not as described, other times told I would only get refund and that item must be "not as described).

Just before sending item back for refund I noticed that on their website, my order in respect to the item not sent was altered in that the photo was changed from the item I ordered to the item I actually received. Only way I can think that they knew what was actually sent was by them reading an email I sent them requesting if I could be supplied with the item I ordered and I attached photos of item ordered and of the item I received. They did not reply to me about this email.

I chased this matter up with Customer service and was ignored. After multiple attempts I finally got a customer service officer who took an interest in my situation and not long after that I received an email asking me to return the item and if not as described I would receive a full refund. I was also asked to send photos of item.

I do not know if email was in response to my original email or if it was due to the enquiry with the Customer Service Officer. In any event they did not answer my question relating to the possibility getting the item I ordered or why the photo on the invoice record had been altered. This has now made me very nervous about returning item as they have altered their records to show a different item. This would mean that it is possible that they could say the item is as described and not refund the full amount plus return shipping charges.

To summarise I believe I was a good customer of Bidz until this matter occurred. Due to their extremely poor customer service in this matter I do not believe I would ever shop there again. Please be aware that if you are considering shopping at Bidz, if anything out of the ordinary occurs, their customer service appears to fail dismally.

Aussie shopper
Oak Flats
Australia

Click here to read other Rip Off Reports on BIDZ.COM

This report was posted on Ripoff Report on 08/23/2007 06:28 AM and is a permanent record located here: https://www.ripoffreport.com/reports/bidz/culver-city-california-90232/bidzcom-sent-wrong-item-but-when-reported-they-changed-their-records-to-the-item-they-sen-269644. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
0Author
19Consumer
0Employee/Owner

#19 Author of original report

Bad Customer Service by Bidz has caused this problem.

AUTHOR: Aussie shopper - (Australia)

POSTED: Tuesday, September 18, 2007

Yes Lynne you are correct, we shouldn't have to keep going back and forth and if my concerns had been properly addressed when I first approached your Live Chat help or my emails answered, there would have been no complaints on this site or any other. No wonder Bidz have an "F" rating with the LABBB.

I would like to clarify a few points now with all readers:

1. I complained to BBB after lodging a complaint on Ripoff Report due to Bidz ignoring my questions raised on Ripoff Report. I did not complain to BBB first as stated by Lynne.

2. Lynne has kept this matter going by telling untruths about me allegedly threatening Bidz staff. I will not tolerate such libelous statements being left unaddressed.

3. BBB did close the complaint but only because they only allow for 2 responses from the company being complained about. When BBB sent me notification that the matter could no longer be dealt with by them they advised that they would record that I was not satisfied with their response and I have that in writing.

4. On Lynne's final response in regard to the BBB complaint, she finally addressed the main question that I had wanted all along, that is that Bidz do not replace they only refund. She futher said that they tried to offer the item I originally bid on but due to "human error" the item was no longer availabe. At no time has it ever been explained to me what happened to the item I thought I was purchasing or exactly why the photo was mysteriously changed.

5. Lynne has now added to the untruths by stating in her last reponse that she has transcripts of her returns manager calling me by phone last week. No phone call has been received to date and there is no record of any incoming overseas phone calls on my phone account history.

Lynne, I cannot be bothered trying to sort this matter out any longer. If you want this to end just leave it alone as I've said me piece. I'll let the readers draw their own conclusions.

I still cannot understand why a company such as Bidz would not see the value in offering good customer service. I recently purchased an item on eBay, the wrong item was sent, I contacted the seller who immediately advised the correct item would be sent and not to bother returning the item I received. I received the correct item and excellent feedback was provided to the seller and to me. In this case although a mistake was made, all parties concerned were happy and I would highly recommend this seller despite the error being made. Bidz could learn a lesson from that sort of customer service.

Lynne, I hope you think about that and I also hope "you have a good one" as well.

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#18 UPDATE Employee

Thank you

AUTHOR: Lynne - (U.S.A.)

POSTED: Tuesday, September 18, 2007

Due to the many complaints that I handle, going back and forth is not worth it.
My tone was different on the BBB because I was trying to explain your situation to you....


Yes my tone changed when you go to the rip-off report and post the same exact words that were closed on the BBB...

That isn't fair , BBB closed your case and you came to Rip-off Report and acted as if , no one has addressed your issues.

I would never call anyone a liar, but I do have your transcripts and records of my Returns Manager calling you last week.

Have a good one

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#17 Author of original report

Well I now know for sure that Bidz are dishonest and tell lies!

AUTHOR: Aussie shopper - (Australia)

POSTED: Sunday, September 16, 2007

Don't bother replying to this posting Lynne. The facts are that you are lying in an attempt to discredit me. I know the truth and I'm sure the readers of this site will see through your deception.

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#16 UPDATE Employee

Thank you

AUTHOR: Lynne - (U.S.A.)

POSTED: Wednesday, September 12, 2007

This complaint is closed , just like your duplicate complaint on the BBB site, they closed it 2 days ago...


No need to argue here , I have transcripts of your exact profound language with our live help and the best I can tell you know is to contact the BBB because they saw fit to close your case..

I hope you have a good day

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#15 Author of original report

Lynne you are mistaken as I have not threatened anyone or even used vulgar language!

AUTHOR: Aussie shopper - (Australia)

POSTED: Wednesday, September 12, 2007

I do not understand Lynne's latest rebuttal on this matter. I have never, repeat NEVER used vulgar language, threatened anyone at Bidz or have even been rude. In fact I have been exceptionally pleasant with all of the Customer Live Help staff as I understand that the best way to get bad customer service is to abuse the staff member. It is much better to try and be pleasant in order to get co-operation. I have printed copies of all correspondence with them that proves my politeness and am willing to post copies on this site if anyone is interested.

As can be seen on this site, I have never made any personal threats on any Bidz staff, I only wanted straight answers. I must only assume that Lynne is mixing me up with someone else and I would appreciate an apology on this site to her alegations that I have threatened or abused anyone.

I am further confused by the tone of Lynne's rebuttal dated 09/10/07 as she also responded to my BBB complaint today and I have pasted the contents of her response below. The tone of this response is far different to the one appearing here on Ripoff Report.
The BBB response dated 09/10/07 says:
"I am very sorry and this seems to me to be miscommunication. We wanted to accommodate this situation, however due to our human error of the wrong displayed picture and sending you the incorrect item, your item unfortunately was no longer in stock. This is why we are offering a full refund. I do offer my apologies and we will touch basis with your shortly. If the item was still available in stock, we would have issued a replacement for this scenario but unfortunately, due to our error the item is no longer in stock and we would like to offer you a full refund due to our unfortunate error. I am very sorry and my Returns Manager will contact you at the phone number we have on file."

If Lynne hasn't mixed me up with someone else, I must assume that she has accused me of threats etc to try to give readers of this site the impression that I am an unreasonable and therefore not credible customer. I would like to think that Bidz staff would not resort to such unprofessional tactics.

I am still awaiting Bidz to contact me by phone. I will update as matters progress.

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#14 UPDATE Employee

Thank you

AUTHOR: Lynne - (U.S.A.)

POSTED: Tuesday, September 11, 2007

Sir I have addressed your issue and I have records of your transcripts from our live chat via your account and I will not be threatened. You have threatened this company over and over again with the BBB. You should have also mentioned that your complaint is CLOSED via the BBB website, due to the fact that the BBB verified your complaint should be closed. I am here to help customers and my company meets a mutual understanding, however threatening my coworkers or myself will not be tolerated.

I addressed your issue on the BBB and explained to you that this was a misunderstanding, unfortunately it is not a lot of customers who allow human error as I explained to you on BBB complaint, WE PUT THE WRONG PICTURE UP I AM VERY SORRY, ONCE WE UPDATED THE CORRECT PHOTO, you were to then return the item for a REPLACEMENT, while you were waiting sir and complaining that we are taking advantage of you the item was UNFORTUNATELY no longer in stock.


THIS IS WHY WE DID NOT OFFER YOU AN REPLACEMENT IN THIS SCENARIO, WE WANTED TO OFFER YOU AN REPLACEMENT BECAUSE IT WAS OUR FAULT BUT WE WERE UNABLE TO ACCOMODATE YOU


I APOLOGIZE

I am sorry if anyone is offended by my use of capitol letters however this customer using vulgar language threatening people's family is not acceptable, and to top it off, I have addressed his issue as I also handle BBB complaints

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#13 Author of original report

Bidz have continued to ignore me until I complained through LABBB.

AUTHOR: Aussie shopper - (Australia)

POSTED: Friday, September 07, 2007

Since Bidz decided to ignore me, I decided to also complain through the LA Better Business Bureau. This has prompted Lynne to again respond by apologising for their human error and mix up in communication with their staff in that they do not replace, they refund. (Interesting that Lynne herself said that they would replace when I first complained on the Ripoff Report but now says they only refund).

She still insists that I can return and receive full refund but she cannot seem to see that what I really wanted was the item I bid on and won. She also says that being an auction site, they cannot easily replace items since when they are out of stock, they are out.... That is fine if the item they sent was in fact the same item I bid on and it turned out to be faulty or damaged. In that case it was the only one they had and a refund is reasonable. In my case the item was not even sent so it must still be in their possession (unless the item never existed in the first place). If that was the case why not just tell me that and I would understand as mistakes do happen. It is far too late to accept an excuse such as that now, since this matter has dragged on far too long with no reasonable excuse given.

I have recently noticed that other customers have experienced similar problems with Bidz and some have posted comments to that effect on other postings I have made on The Ripoff Report (see report #269264).

It will be interesting to see if Lynne will properly respond to my questions on the Better Business Bureau site. I'll update this posting when further developments occur.

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#12 Author of original report

Bidz in their own words appears to have breached their own terms and conditions!

AUTHOR: Aussie shopper - (Australia)

POSTED: Wednesday, August 29, 2007

After the last entry by Lynne I again tried the live help and was told and I quote...
"Please be advised that we do not replace photos and description pages for our auctions it is forbidden according to our terms and conditions." WELL I HAVE PROOF THAT THEY DID! Luckily for me I kept copies of printouts from the time I won the item, the time that I received the wrong item and on the day the photo was altered!

Breifly to summarise this whole mess, I won an item at a very low price and Bidz sent a different (appeared to be less valuable - and ugly) item in its place.

I raised an RMA to return but wanted reassurance that I would then get the item I originally ordered. Here's where the problem started. I GOT NO CLEAR ANSWERS TO MY QUESTIONS. I wanted to know this because I did not think it worthwhile to send back unless I could get the item I originally bid on and won.

Bidz customer live chat help then advised me that I would only get back a maximum of $8.95 in return shipping and this is only if the item is "not as described". It would cost me twice that to send it back! SO AN ERROR BY BIDZ WOULD COST ME MORE MONEY!

I decided to send back and take my chances but then I noticed that Bidz has altered their records to show the item I did receive and not the one I originally purchased. THIS ALARMED ME! The rest of the story is shown in previous entries on the Ripoff Report. Notice how their story keeps changing though so you are really left wondering where you stand.

It appears that by not sending back the item I have done the right thing as it has saved me money in the long run and a lot less worry. At least I got something for my money and not just additional costs and credit card company fees. Bidz appears to have got what they wanted as well. NOT HAVING TO SUPPLY AN ITEM TO A CUSTOMER AT A VERY LOW PRICE!

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#11 Author of original report

Lynne you continue to contradict yourself but I'll offer a solution.

AUTHOR: Aussie shopper - (Australia)

POSTED: Tuesday, August 28, 2007

Thank you Lynne for your response but immediately I notice that I am wondering why you refer to your help desk as I have read this section of your website thoroughly and in my case the item is not a replacement as you have not sent me the correct item in the first place. If I returned the wrong item and you sent the item I ordered, you would not be replacing the item but in fact be substituting it with the item I actually ordered.

In your original response to my complaint you stated and I quote....

"At this point we are only requesting the item you have in order to replace you with the correct item."

In your own words here you demonstrated that Bidz would in fact supply me with the item I legitimately bid on and won. Now you say Bidz's policy is not to replace. Can't you see how confusing and frustrating this is to a customer. As I stated above, you cannot replace what has not been received in the first place!

All I wanted from Bidz was a clear commitment as to whether or not you could guarantee me the item I ordered and would not be charged further shipping costs to have that item sent to me. In return I would send back the item I wrongly received and have the full return shipping costs reimbursed. I believe that would have been a fair question and one that any good company would gladly do to rectify a problem that they created in the first place.

Instead I am advised to send the item back and I will get a refund and maybe get the item I ordered (with no mention if I would be charged an additional shipping fee). Next I am told Bidz to do send out replacements! Why is there no consistency to the answers that I get and why are other concerns consistently ignored? No wonder I'm frustrated!

The item in question was won for $14 and had a compare value of $509 which means at most it would probably be worth no more than $40 to $50 if won at auction with numerous bidders bidding on the item. In my case I luckily won it with little interest from other bidders at the time. So anyone can now see that for a mere $14 Bidz is willing to throw away a good customer! I have now gone past the 14 day period to return the item I did receive to obtain a refund and even if I did, the cost of the return postage is in excess of the $14 I paid in the first place. Obviously you would want a guarantee that the return shipping would be refunded as well as your correct item sent before you would go to the expense of returning. When asking Bidz on line help I was told I would only get a maximum of $8.95 for return shipment provided that the item was not as decribed. This would have only reimbursed me for about half of what it costs to return from Australia and there was still the issue of them suddenly changing the photo of the item!

As you will still not email me direct to sort this out, I will publicly offer you a solution to this matter. I would like Bidz to send me the item I orginally ordered as they should have done in the first place as a sign of their commitment to customer service and to keep a good customer who has spent thousands of dollars with them in the past. By not returning the item I did receive, I am also saving Bidz on reimbursement of the postage which is over $16. There is then no worry for me about whether Bidz will reimbuse the full return costs and they get to save $16 in reimbursed shipping costs. The item they did send me probably was barely worth the $16 in the first place!

Well Lynne the choice is yours, for a mere estimated maximum loss to your company of $35 (being the item won price plus shipping costs) you can resolve this problem and make things right. After all this was an error by Bidz and not by me.

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#10 UPDATE Employee

Thanx you

AUTHOR: Lynne - (U.S.A.)

POSTED: Tuesday, August 28, 2007

Thank you for your response, I am here to help...

Item paid for on Bidz.com not sent. Wrong item sent in its place and when reported this to Bidz they said to send back and if not as described they would refund. Requested I receive the item I bid on and won but customer service staff either ignored question or gave very vague answers, (sometimes told would possibly get item if in stock but emphasized that would get refund if not as described, other times told I would only get refund and that item must be 'not as described).

I have pasted above, what you stated in your first complaint. Unfortunately according to our policy we don't do replacements ...That are why I am stating you will be issued a refund.

I find a lot of customers on here very frustrated; I know that you might be agitated by the situation. We are trying our best to accommodate you, unfortunately as I have stated before, OUR HELP DESK is there for the customer.


Once we receive the item, you will be issued a refund. I have a question though, how would we even be able to replace the item?? For 1 we don't issue replacements, we issue refunds ...for 2 ...you haven't sent the item back....


If we did replace items, you would at this point have 2...

I am very sorry for the miscommunication....but unfortunately per our policy we do not replace items we refund items

I am able to assist you at 800-444-8124 ext 407

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#9 Author of original report

Here is proof that Bidz does not address customer concerns.

AUTHOR: Aussie shopper - (Australia)

POSTED: Monday, August 27, 2007

Lynne has chosen to ignore my direct questions and not respond to my last update. So you can see how frustrating this company can be as she has stated that I will receive the item I ordered then later said I will receive a refund, (no mention of getting the item I originally purchased) which leaves you wondering what IS their policy on items that are not sent or incorrectly sent? This is the question I have been trying so desperately to get an answer and NO ONE will commit to giving it!

I have searched their conditions and there is no mention of what their policy is if you do not get the item or get the wrong one. (except perhaps the fact you will get a refund if not as described). Based on this experience, reports I have seen on ROR and elsewhere that when items that are won at a very low price and possibly Bidz is going to loose money on them, Bidz finds some reason not to send them out, now sound to me to be not so far from the truth.

I cannot understand the mentality of a company that would throw away good customers for the sake of a few dollars.

My final point to raise is that you can see now that if you shop at Bidz, there is no guarantee that any item you bid on will be supplied to you! If you win an item at an exceptionally good price, they just have to send you nothing or some other item that is worth much less and the most they seem to offer is to refund your money. You go through all the hassle for nothing.

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#8 Author of original report

Bidz - Lynne I can't believe you are now starting to give me the run around!

AUTHOR: Aussie shopper - (Australia)

POSTED: Friday, August 24, 2007

Lynne you are really starting to confuse me now. You now say that on receiving the item you will give a refund. So in fact you are not prepared to "accomode me" as stated in your previous rebuttal. A refund is not what I was after. I was after the item I originally requested.

You appear to be doing what the majority of your customer service "live help" staff do now. That is to ignore the main concern and give "standard" responses. I thought from your last rebuttal that I was really starting to get somewhere but it appears that I was sadly mistaken.

You have not got the incorrect item back yet as I have not been confident that I would have received a full refund (due to the picture mysteriously being altered) and if I do return and just get a refund, I end up loosing out anyway as my credit card company end up taking another 2.5% fee off the refund for exchanging the currency from USD to AUD. If all I would get is a refund, I am better off just to not go through all the stress of paying to return the item, worrying if it will be refunded. Waiting almost 1 month for the refund to appear and then having the credit card company take more money from me for putting it back into my currency. I then after all that do not even end up getting the item I originally ordered and end up with nothing. I could probably get my money back quicker and easier by just selling the incorrect item I did receive.

If you have seen my account details by now, you would know from an email I sent directly to Bidz, that the item was to be a present for someone who already had similiar styled jewellery with the same type of stone. That is why I really wanted this item.

If you really want to address my concerns, give me a straight answer as to if I did return the item, would you guarantee that I would get the item I ordered and not be charged any more freight to send it out. Also please confirm that the information I gave you earlier has identified my account so that you know just exactly what is being discussed.

I still will not make an international call to you as this was not my fault and I should not have to spend more money to probably be told what you have already advised. You are more than welcome to call me however as you have my phone number on record or if you prefer you can contact me by my email address where I will then give you alternative methods of resolving this problem.

When I first raised the RMA# I was told by the customer service officer on live chat that Bidz would contact me by email or phone to sort out the problem. To date this has not occurred and when I have emailed, I have received no response.

When all is said and done, I have been a good customer of Bidz and from my account you would be able to see what I have spent in the last few months. If you are really serious about customer service and keeping good customers, please properly address my concerns and contact me either by phone or email to sort this out.

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#7 Author of original report

Bidz - Lynne I can't believe you are now starting to give me the run around!

AUTHOR: Aussie shopper - (Australia)

POSTED: Friday, August 24, 2007

Lynne you are really starting to confuse me now. You now say that on receiving the item you will give a refund. So in fact you are not prepared to "accomode me" as stated in your previous rebuttal. A refund is not what I was after. I was after the item I originally requested.

You appear to be doing what the majority of your customer service "live help" staff do now. That is to ignore the main concern and give "standard" responses. I thought from your last rebuttal that I was really starting to get somewhere but it appears that I was sadly mistaken.

You have not got the incorrect item back yet as I have not been confident that I would have received a full refund (due to the picture mysteriously being altered) and if I do return and just get a refund, I end up loosing out anyway as my credit card company end up taking another 2.5% fee off the refund for exchanging the currency from USD to AUD. If all I would get is a refund, I am better off just to not go through all the stress of paying to return the item, worrying if it will be refunded. Waiting almost 1 month for the refund to appear and then having the credit card company take more money from me for putting it back into my currency. I then after all that do not even end up getting the item I originally ordered and end up with nothing. I could probably get my money back quicker and easier by just selling the incorrect item I did receive.

If you have seen my account details by now, you would know from an email I sent directly to Bidz, that the item was to be a present for someone who already had similiar styled jewellery with the same type of stone. That is why I really wanted this item.

If you really want to address my concerns, give me a straight answer as to if I did return the item, would you guarantee that I would get the item I ordered and not be charged any more freight to send it out. Also please confirm that the information I gave you earlier has identified my account so that you know just exactly what is being discussed.

I still will not make an international call to you as this was not my fault and I should not have to spend more money to probably be told what you have already advised. You are more than welcome to call me however as you have my phone number on record or if you prefer you can contact me by my email address where I will then give you alternative methods of resolving this problem.

When I first raised the RMA# I was told by the customer service officer on live chat that Bidz would contact me by email or phone to sort out the problem. To date this has not occurred and when I have emailed, I have received no response.

When all is said and done, I have been a good customer of Bidz and from my account you would be able to see what I have spent in the last few months. If you are really serious about customer service and keeping good customers, please properly address my concerns and contact me either by phone or email to sort this out.

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#6 Author of original report

Bidz - Lynne I can't believe you are now starting to give me the run around!

AUTHOR: Aussie shopper - (Australia)

POSTED: Friday, August 24, 2007

Lynne you are really starting to confuse me now. You now say that on receiving the item you will give a refund. So in fact you are not prepared to "accomode me" as stated in your previous rebuttal. A refund is not what I was after. I was after the item I originally requested.

You appear to be doing what the majority of your customer service "live help" staff do now. That is to ignore the main concern and give "standard" responses. I thought from your last rebuttal that I was really starting to get somewhere but it appears that I was sadly mistaken.

You have not got the incorrect item back yet as I have not been confident that I would have received a full refund (due to the picture mysteriously being altered) and if I do return and just get a refund, I end up loosing out anyway as my credit card company end up taking another 2.5% fee off the refund for exchanging the currency from USD to AUD. If all I would get is a refund, I am better off just to not go through all the stress of paying to return the item, worrying if it will be refunded. Waiting almost 1 month for the refund to appear and then having the credit card company take more money from me for putting it back into my currency. I then after all that do not even end up getting the item I originally ordered and end up with nothing. I could probably get my money back quicker and easier by just selling the incorrect item I did receive.

If you have seen my account details by now, you would know from an email I sent directly to Bidz, that the item was to be a present for someone who already had similiar styled jewellery with the same type of stone. That is why I really wanted this item.

If you really want to address my concerns, give me a straight answer as to if I did return the item, would you guarantee that I would get the item I ordered and not be charged any more freight to send it out. Also please confirm that the information I gave you earlier has identified my account so that you know just exactly what is being discussed.

I still will not make an international call to you as this was not my fault and I should not have to spend more money to probably be told what you have already advised. You are more than welcome to call me however as you have my phone number on record or if you prefer you can contact me by my email address where I will then give you alternative methods of resolving this problem.

When I first raised the RMA# I was told by the customer service officer on live chat that Bidz would contact me by email or phone to sort out the problem. To date this has not occurred and when I have emailed, I have received no response.

When all is said and done, I have been a good customer of Bidz and from my account you would be able to see what I have spent in the last few months. If you are really serious about customer service and keeping good customers, please properly address my concerns and contact me either by phone or email to sort this out.

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#5 Author of original report

Bidz - Lynne I can't believe you are now starting to give me the run around!

AUTHOR: Aussie shopper - (Australia)

POSTED: Friday, August 24, 2007

Lynne you are really starting to confuse me now. You now say that on receiving the item you will give a refund. So in fact you are not prepared to "accomode me" as stated in your previous rebuttal. A refund is not what I was after. I was after the item I originally requested.

You appear to be doing what the majority of your customer service "live help" staff do now. That is to ignore the main concern and give "standard" responses. I thought from your last rebuttal that I was really starting to get somewhere but it appears that I was sadly mistaken.

You have not got the incorrect item back yet as I have not been confident that I would have received a full refund (due to the picture mysteriously being altered) and if I do return and just get a refund, I end up loosing out anyway as my credit card company end up taking another 2.5% fee off the refund for exchanging the currency from USD to AUD. If all I would get is a refund, I am better off just to not go through all the stress of paying to return the item, worrying if it will be refunded. Waiting almost 1 month for the refund to appear and then having the credit card company take more money from me for putting it back into my currency. I then after all that do not even end up getting the item I originally ordered and end up with nothing. I could probably get my money back quicker and easier by just selling the incorrect item I did receive.

If you have seen my account details by now, you would know from an email I sent directly to Bidz, that the item was to be a present for someone who already had similiar styled jewellery with the same type of stone. That is why I really wanted this item.

If you really want to address my concerns, give me a straight answer as to if I did return the item, would you guarantee that I would get the item I ordered and not be charged any more freight to send it out. Also please confirm that the information I gave you earlier has identified my account so that you know just exactly what is being discussed.

I still will not make an international call to you as this was not my fault and I should not have to spend more money to probably be told what you have already advised. You are more than welcome to call me however as you have my phone number on record or if you prefer you can contact me by my email address where I will then give you alternative methods of resolving this problem.

When I first raised the RMA# I was told by the customer service officer on live chat that Bidz would contact me by email or phone to sort out the problem. To date this has not occurred and when I have emailed, I have received no response.

When all is said and done, I have been a good customer of Bidz and from my account you would be able to see what I have spent in the last few months. If you are really serious about customer service and keeping good customers, please properly address my concerns and contact me either by phone or email to sort this out.

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#4 UPDATE Employee

Thanx you

AUTHOR: Lynne - (U.S.A.)

POSTED: Friday, August 24, 2007

Thank you for your response. I do not show a record as of yet, that we have received this item; once we have record that we have received it we will issue your refund. It is more likely located in our shipping department waiting to be updated and inspected as sometimes when customers send items back they can obtain damage being delivered back to us. In this event, the customer will not be charged for damages acquired while shipping back to BIDZ.com

I apologize for all the confusion, once again my name is Lynne and I can be reached at 800-444-8124

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#3 UPDATE Employee

Thanx you

AUTHOR: Lynne - (U.S.A.)

POSTED: Friday, August 24, 2007

Thank you for your response. I do not show a record as of yet, that we have received this item; once we have record that we have received it we will issue your refund. It is more likely located in our shipping department waiting to be updated and inspected as sometimes when customers send items back they can obtain damage being delivered back to us. In this event, the customer will not be charged for damages acquired while shipping back to BIDZ.com

I apologize for all the confusion, once again my name is Lynne and I can be reached at 800-444-8124

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#2 Author of original report

Bidz.com - Reply to Rebuttal from Lynne.

AUTHOR: Aussie shopper - (Australia)

POSTED: Friday, August 24, 2007

Thank you for your prompt response to my complaint but this sort of response should have occurred when I first complained direct to Bidz.com and should not have had to resort to posting a complaint with The Ripoff Report. You say that you believe that the picture must have been updated before the item was sent and that is why the wrong item was sent. This is incorrect as the correct photo appeared on my orders screen with Bidz up until a few days after I received the wrong item and had sent a photo of the item I received. Further to this I notice that the worded description, still describes the original item I bid on. Surely if the photo was update, the description would also be changed to match the item.

You also say that you have spoken to the Returns Manager and he is willing to accomodate me. What exactly does "accomode me" actually mean? This item I bid on was unique and I have only ever noticed it appearing once. Does this mean that you can guarantee that the item is still held in stock by Bidz and that you will ship it to me with no additional shipping costs?

I will not contact you by phone as I live in Australia and that would be an international call. You can however phone me or email me direct to sort this matter out. I will provide you with the Invoice No. that the item appeared on and also the SKU# and RMA#. From this information you should be able to track down my account which has my phone number and email address. If we can amicably sort this problem out I would be happy to report a resolution with "The Ripoff Report". I guess it's now up to you.

The Invoice No in question is 3792630, the item was a_19562071 with an SKU# bidz000902381. The RMA# is 165951.

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#1 UPDATE Employee

Thanx you

AUTHOR: Lynne - (U.S.A.)

POSTED: Thursday, August 23, 2007

I apologize for any inconvenience that you have acquired through BIDZ.com, It sounds like human error on our end, I am thinking that we updated a picture presentation and sent you the item according to the updated picture. I have spoken to the Returns Manager and we are willing to accommodate you.

You will need to ask for myself Lynne or Maurizio who is our Returns Manager.


I also apologize for whoever asked you to send a photograph in being that is not one our policies. I am thinking in this situation that we might have asked for a photo to verify what photo was in question to supply the correct item. I can only address human error for the photo description, we have thousands of items and some photos might unfortunately be attached to the wrong item number.

At this point we are only requesting the item you have in order to replace you with the correct item.

I apologize for any miscommunication that has been put our end; I hope to hear from you soon in resolving this matter.

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