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I have been an ebuyer customer for years & had a few occasions where they had let me down or were slow to respond to enotes.
I am happy to report that has changed.
When I was buying an Nvidia Shield tablet as a gift I was worried I would not get it on launch day, when I raised an enote asking if my goods would be delivered I got a reply within the hour & even better the customer service agent stated they would keep an eye on the order to let me know if there was any issues.
To her credit she did, I got warned that due the supplier stock shortage part of my order wouldn't be complete, when I asked at 6pm that night if the majority of my order could be shipped. I got a reply with 15mins showing that this had been done & my order is on the way.
A real good example of excellent communication & great customer service
I bought a new laptop after my old one broke, for the spec i was after ebuyer offered the most reasonable price for the delivery time i required (I needed it within 1 week).
I ordered it on the Saturday and on Monday evening they sent me an email which i did not get until Tuesday night since i had no laptop. As it turned out i had made a mistake when ordering as my delivery address and billing address were different as we just moved house and i forgot to change my address on the card i'd paid on.
Using saynoto0870.com I called their local rate number on Wednesday and spoke to someone who was very helpful after i told him i needed the laptop by the Friday (initially free delivery but now after the order was cancelled by them it would be more expensive). He offered free next day delivery if i replaced the order.
I replaced the order and got the laptop on Thursday. All in all i was pretty happy with the service since it was my mistake in the first place. The only improvement would have been if they had called my phone to tell me they cancelled the order cos there was a chance i may not have received the email in time.
After accidentally ordering the wrong item the gentleman from Ebuyer couldnt have been more helpful, item replaced and refunded with no difficulties, i would not hesitate to recommend ebuyer.
Accidentally ordered the wrong item but Luke couldn't have been more helpful, i buy all my computer parts from ebuyer and would recommend them without hesitation.
I had a problem with a monitor and eBuyer.com customer support, they were very good and clear in helping in getting the issue resolved quickly. So yes I will always buy and recommend eBuyer.com.
Ordered some items late Sunday afternoon and they were delivered by close of play the following day (Monday) The prices were all competitive and the order process easy to use and accurate.
No problems at the time of purchase and delivery of the product. Damaged a part of the product while installation and requested a spare. Efforts were made to find the spare and sent within a week of request without any extra charge.
Order for Blaupunkt tv went through quickly, took free delivery, arrived fairly quickly, had a job following Yodel for actual time of delivery, and they actually delivered it without warning, not E Buyer''s fault, good job we were in.
All e note''s answered by E buyer regarding time of delivery were prompt and helpful, also when we were hunting for a tv advertisement we had heard on Talk Sport,at a good price, they were most helpful, but in the end chose a different model than the one advertised.
So, we have found E Buyer very efficient, very helpful and would buy from them again.
Ebuyer is probably one of the few UK-based companies that look very nice and professional on the outside, but once you really get to know them, you tend to first disappointed, then frustrated and finally overcome with rage.
As a website they're quite alright. Things usually work as intended and the design is welcoming. Given the fact that they run the entire thing from their own one single server, it's not bad at all. Now, of course having it running from just one server means the site sometimes goes offline for hours and hours. That's not too professional any more. I personally suggested them moving to Heroku, but no one seemed to react to any of my ideas. Fine, don't listen to the customer, after all what does he know, right...?
Prices are generally OK to very good, and this is where eBuyer probably excels, and the reason why they still have customers. However, beware if you're from Northern Ireland, you'll need to pay the shipping fees yourself. Sounds a bit sneaky (you only find out about the added postage fee at the checkout) and unfair to me, but I guess most people just swallow the extra £10, and order anyway. Shipping after all - although done by Yodel - is usually surprisingly quick and prompt.
And that's where the relatively good bit ends...
God forbid you want to return something. No! eBuyer does everything possible to discourage you from taking that step. On the outside it looks as simple and painless process (again, sneaky) but once you get into actually going for a return or a refund, things will look like a nightmare. Let me just illustrate the entire process step by step:
1. You opt for a refund/replacement online.
2. You get an email telling you to call them to confirm the RMA.
3. You call them, they approve the RMA, and then tell you that you will get an email with further instructions.
4. You get the email which says to call the manufacturer to ask for a reference number.
5. You call the manufacturer who does not understand what you want, because you're not in their system as customer and spend half an hour explaining that the item was bought via eBuyer, so you will need to confirm some eBuyer dude's name and details.
6. You get a reference number via email from the manufacturer.
7. You call eBuyer back to give them that reference number.
8. You get an email which give you the shipping label.
9. On the designated day the courier will take your parcel.
10. A day or two after you get a confirmation email that eBuyer got the parcel. You are also told to wait 5 days for the RMA to be sorted.
11. After 5 days the RMA is not sorted.
12. You go on Facebook and complain. You exchange about 8 chats with some dude from eBuyer.
13. After another 2 days your RMA is resolved and you are called a liar because their team has found the item to be not faulty (yeah, cause what I tested for a week (9 years of professional experience), they tested for 10 minutes, and they want to tell me they are the professionals. Sure... ) so I can then opt again: return or refund.
14. You opt for refund (by this time you just want to get rid of them already).
15. They debit from your account an additional £10, because the item was not faulty and you still made them send a courier out for it.
16. No email how much time you have to wait for the actual refund.
17. You go on Facebook again where they say it will be sorted "shortly" (define "shortly"...)
18. After 3 days you call them to inquire. They tell you that the "shortly" means 4 days.
19. You call them after 4 days, because it still has not been sorted. They apologize and escalate your complaint.
20. The next day you finally get your refund.
The entire process took me about 3 weeks!!!
I bought a Toshiba 3TB StorE Canvio USB 3.0 Desktop Hard Drive in April 2013 only used to back up my files in January 2014 it would not power up annoyed as I was I did have a back up on a Seagate drive so no problem with loosing my files I checked Toshiba warranty and they do NOT provide a direct repair service for anyone other than our OEM customers so contact Ebuyer to claim under the warranty which is THREE YEARS and drive was only 9 months old. I had to fill in a returns form with details of fault which I did I had checked power adapter with 2 others and USB leads and still no power and asked if I wanted a replacement NO i didn't I wanted a refund but was not given that option only a replacement why would want a replacement on a Hard Drive that had failed in 9 months of minimal use but thought fair enough thats part of warranty conditions.
I then receive a reply telling me I have to call technical support team who will be able to review your RMA fully. When I did they took the details and autherised the return and collection all ok till 7 days later I get the following from them
Following extensive tests by our Returns staff, this item was found to be faulty. Therefore a refund will be issued once the RMA has been closed.
As per section 9.2 of our terms and conditions and in line with the Sale of Goods Act 1979, as this item is over 6 months old you will only qualify for a proportionate refund of the original purchase price. Therefore we are unable to issue a replacement as initially requested.
What a complete joke there is a 3 year warranty period why would I want a proportionate refund?
Ebuyer will return the drive to Toshiba and be refunded or receive an exchange and be able to sell for full price so did I buy a hard drive from the or RENT one.
I suffer from medical conditions and do not need a needless problem such as this I sent the following Enote last night while very angry they have not replied and doubt they will but Im not going away this will be copied and pasted on as many review sites as possible
04/02/2014 19:25 Are you having a laugh? I expect a full refund or replacement on a hard
drive with 3 years warranty only 9 months old and failed I'm disgusted and
expect as Toshiba will not deal with returns you should be acting correctly
and will be supplied with a replacement I will not accept an offer of
partial payment in the first 12 months of purchase.
I would be pleased if you would return my hard drive by return I would
sooner try to have it repaired than accept a token refund.
Please ignore my previous good review of Ebuyer. I broke the screen of my new Nexus after a couple of weeks. On contacting Ebuyer they informed me that they would not repair it because it was damaged by me and this invalidated the warranty. I did not ask for it to be repaired under warranty, just made usable with a new screen which I was prepared to pay for. I cannot believe a company can take £240 from a customer then make no effort to help with repairs. They told me to contact Asus who make the tablet but they only give support for their own products and this is not sold under the Asus name. Google's number is an American call centre who said they didn't recognise my email address. Shocking service, I am left with an expensive piece of junk which I apparently can't get fixed.
I can't help thinking that Apple would provide a much better service.
I recently purchased a keyboard from eBuyer ( razer blackwidow ultimate ). I had made the mistake of ordering the wrong one, and they happily helped me sort out a return and replacement. Their customer support was amazing and I'd definitely use them again! Delivery on both keyboards was really quick also!
I've used eBuyer over the past 5 years or so for personal purchases and have no major issues until this week.
Having setup a new business account I placed an order for some PC parts and monitors on Monday morning to arrive next day. After a fews hours I checked the status of the order, it was still waiting to be processed. A phone call to the service department managed to get it processed, but by that time two lines on the order were out of stock or no longer available for next day delivery. Why was there an unnecessary delay in processing?
I hoped all parts ordered would arrive next day at the office, only a small fraction made it at a reasonable time! DPD and Parcelforce managed deliveries at a good time, Yodal who brought the bulk of the order arrived at 5:50pm!!
Yodal failed to deliver one key item, a computer case. Two days later Yodal have still been unable to deliver the case.
Ebuyer has been exceptionally poor in handling this issue. They cannot send out another case as the existing one is in transit, they do seem to be able to get Yodal to promise a delivery or even find out where the delivery driver is.
Ebuyer offered a refund in the postage but then I find out the refund was just for the case not the whole order! Very poor customer service.
A complaint to them got a full refund eventually. This will just about cover the cost of the premium rate phone charges to their service number.
Someone has lent me a case to build the PC in the mean time. I've just found out that a Hard Disk I ordered was dead on arrival. This is mostly due to the poor packaging used by eBuyer (A thin jiffy bag just placed in a large box with no supporting material to stop it floating around inside).
So all in all a very poor experience for a first time business customer and very poor customer service who haven't offered an apology for their useless courier service Yodal.
We will be closing our account with them and taking our business to a competitor.
I have had excellent service from eBuyer. I ordered a new router at 4pm and it arrived early next day. When I had a faulty item on another order the return process was quick and easy. Very pleased with eBuyer. They also let you call then on non-08xx numbers which is nice.
I bought a HP Microserver and was pleased with the price at purchase however the next morning less than 12 hours the price dropped by £30 and to make matters worse the item had already been dispatched. I wrote an enote saying could they refund the difference rather than return the item and repurchase it again at the lower price. They stated that prices fluctuate daily up and down and normally they would not refund the difference but as a good will gesture they would this time. I am very pleased as didn't want to return item at own cost. In this instance very pleased with their customer service and common sense prevailing!Recommend for decent prices