Ordered product. Got a call product was out of stock. Completely lied to and no replacement offer
Ordered an item at a lower price advertised on the web site. Got confirmation e-mail ect... order went through. Got a call the item was out of stock on a PNY SSD and my order was cancelled. I checked back to the site and not only was the item IN stock but the price was doubled.
I quote
First Call
"The item you ordered was exhausted and we cancelled your order."
Ok no problem
After checking the site for the item being in stock and price doubled
Next Call
"Yes that is what i was trying to say. The price you ordered the stock in was exhausted."
"But mam you know that is false advertising?"
"Yes that is why we cancelled your order. If we were to send you that item, we would have to charge you the new price."
They did not offer a replacement, an item close or similar price to send, nor anything else. "All i can say is sorry"
Hopefully this isn't normal for this company. Especially when the item is not exhausted. Two lies are not fixed simply by an apology.
Posted on 7/14/2012
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First off it took 1 month for delivery when these days most online retailers deliver within a week.
Second the 128.64 $$$ Magellan 1700 GPS did not work.
Third took one month to get an RMA.
I sent back same day and still have not received a refund 3 months after my purchase...
They claim world class customer service, I have received the worlds worst customer service. NON SERVICE do not buy from these guys...
Posted on 8/13/2011
Business responded on 8/15/2011
Thank you for contacting us. We do apologize for the inconvinience. We already processed the refund credit back in your paypal account. Please accept our deepest apologies and if there is something that I can do, please do not hesitate to call me at 877 8882678 ext 27113. You are a valued customer and we appreciate your business.
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I have been contacting Ecost for about 1 month. I can not get them to send me the LABEL and RAI so I can send back the broken netbook I was sent. I call once every 7 days. Each time I am promised a label and RAI. I have been promised it is escalated but nothing sent to my email.
I finish calling again today and given the same information that I will be sent by email the label and RAI.
I can not get reimbursed until they provide me with this information and receive the netbook back. I have had the cost on my credit card now for about 1 month.
I have bought several computers form Ecost, but this experience has really put me off from ever doing business with them again. It should not take 1 month to be able to return a item. It should not take 4 calls not to have your needs met. They call this outstanding customer service.
I was promised by them each time they call me back. Never did.
Posted on 7/1/2011
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Not to happy with the customer service.Tried repeatedly to get some cooperation when they sent me a product that was NOT the same as what I ordered. They stalled and stalled, telling me they would send me an RMA# and prepaid label to ship it back. Still waiting for that. Seem to be using delay tactics to make me go away.
" UPDATE " - Soon after I submitted this complaint I was contacted by Ecost and told that the RMA# and prepaid label would be sent to me within 48hrs. I waited until the time period expired and then contacted them by phone again. I received the numbers and label the same day. Then boxed the item and shipped it back to them. Within 7 days my money was refunded back to my paypal acount. My sincere thanks to Ecost for taking care of this matter.
Posted on 5/25/2011
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I buyed a laptop from ecost. They sent me defective one. Talking to them to return back. I would think twice before I buy again from ecost even if price is low.
Posted on 4/1/2011
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I purchased two items that ended up being shipped seperatly. I received one of them, but the other according to ups tracking was damaged... the box was empty and they discarder it. I have contacted ecost.com four different times to resolve this matter to no avail. They are not going to work with any body to fix any problem they create.They wanted me to get a LDI numbeer from UPS, so I called UPS and they told me there was no LDI number for this package. While on the phone with them I learned that the claim was denied because of improper packaging.Ecost lied to me every time I called them about this matter.I tried to speak to a supervisor, whom they refered to on the phone everytime i talked to them , but they would'nt let me talk to one. The last time I called them they hung up on me after transfering me back to UPS for a conference call that they did not stay on the line for.(Very Professional). In case any one has had this type problem with them before they should talk to UPS. Because it seems to me like this fly by night company could be sending empty packages thru UPS and billing the general public. Seems to me that the only thing UPS has seen of this item was a torn up package which they threw away. It also seemed odd to me that these 2 items were sent in two different packages, but both shipping charges were attached to the one item that I received, so if a charge back is applied I will not get the shipping cost back. A word of advise, Your wonderful deal will turn out to be one big head ache for you. DO NOT DO BUSINESS WITH THESE PEOPLE. I had to give one star because 0 was not an option.
Posted on 1/13/2011
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I thought I was getting a deal, I ordered a netbook at a great price on Dec 30,2010..I received it by Jan 2, 2011..I was so excited, until I hooked it up, and realized half of the keys did not work, well that made it useless to me..So I call ecost the next day (Jan 3rd), they tell me they have to send it to a board to be approved for replacement..It was approved for replacement, so Im waiting for my return label that 3 people told me would be emailed to me so I didnt have to pay for return shipping and that it would be emailed within in 6 hours...Well 24-48 hours later, I still hadnt received it, so I called them again, today...They then tell me, that they have to charge my credit card again..Why??...I have already paid for it, I told them if we did this, the card would decline, the csr tells me to call back when its funds on there...Why should I have to do this when I have already paid for the item, I was the one shipped a defective item, why cant I just return it and you ship one that works back...The way I feel now I dont want to deal with this company any longer, now I have to take a loss and have a product that is useless to me...I thought I had found something wonderful, but I will tell everyone I know, not to order from this site, they tell you something different everytime you call and they dont stand by their word..Im going to post it all over the internet, I truly do not want people to get ripped off by them thinking they are getting a bargain..ITS A BUNCH OF BULL COMPANY AND I WISH I WOULD HAVE NEVER CAME ACROSS THEIR WEBSITE AND JUST PURCHASED IT FROM A RETAIL STORE..(at least if it didnt work, I could return it with no problems and no questions asked)
Posted on 1/10/2011
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After purchasing a 42" Vizio LCD TV at wal-mart on black Friday, I returned home to search the TV options i might have online. I found that e cost had the same TV, for $100 cheaper, and it was 120Hz, rather than 60Hz that I bought. Of coarse I purchased the TV from e cost and returned the one to wal-mart. 9 days later, my account still did not show that the TV had shipped. I called e cost who informed me they canceled my order because of billing problems.(my brother paid with his card, and it was to be shipped to my house) separate billing address i guess.... so i had to repurchase the item and pay $10 more for shipping. I didn't care, i wanted the TV by Christmas. 10 days pass(now dec15) and still, no sign that the TV has shipped. I called again and they told me that my brother has to call to confirm shipping... i was livid! still, gave them the benefit of doubt and finally got the TV in route to my home. It arrived Dec 28th! I was out of town when it was delivered, but when i returned home, i noticed that the TV was the exact same one I had bought from wal-mart a month ago. The 60Hz Vizio. I tried calling e cost, on holiday. I emailed the customer care dept... no reply. its been a week. Ill never ever buy from e cost again! I will tell all my friends of my purchase expierience and let them know of the "Purchase That Ruined Christmas". To all: stay away from ecost.
Posted on 1/3/2011
Business responded on 1/10/2011
Thank you for contacting us. I apologize for the inconvenience this has caused you. I don't have your order number or specific details but I would love the opportunity to investigate this for you and win you back as a customer. Please leave me a voicemail at 800-555-3613 ext 4127.
Linda Potter
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eCost WILL NOT TAKE RETURNS OR CANCELLATIONS.
I ordered a router on eCost on December 15th, 2010 at 1:30pm, and found it for a better price within 10 minutes, so I immediately called to cancel my order. At 1:40pm they said they would attempt to cancel the order, but couldn't guarantee that the warehouse would receive the notice in time (which is weird, since it had only been 10 minutes). I asked if I could return the item when I received it. The service rep said yes.
I received the item and called to arrange the return authorization number, and they said that they DO NOT ACCEPT RETURNS. I spoke with a supervisor who was impatient and rude, and even after explaining that I was lied to would not fix the situation. eCost lied about their return policy, and now I'm stuck with this router.
I will never do business with eCost again, and I would suggest that you don't either.
Posted on 12/27/2010
Business responded on 1/10/2011
Thank you for contacting us. One of the many reasons customers love eCOST is our ability to ship quickly and efficiently. Your order met the criteria to bypass credit verification and go directly into the warehouse. Unfortunately all sales are final with our company. However, please call me at 800-555-3613 ext 4127 so we can look at your order number and find a solution together.
Linda Potter
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I purchased a 46" Sharp Aquos LCD TV (refurbished) on 11/13. The set was delivered on 11/17 & worked perfectly when I hooked it up & turned it on for about five minutes. I turned it on again the following day & after a half hour the picture became bright for a moment & then the screen went blank. Sound cut out after turning the set off & on & the green power light started blinking. I contacted eCost customer service immediately & was told an RA would be issued within 48 hours. After not receiving any notification after the 48 hours, I contacted customer service again on Monday morning (11/22). I was told that RAs are issued in two business days, but that one would be issued that day. I called the next day after not receiving any notification & was told the same thing. I called on Wednesday (11/24) & was told that my case was being reviewed by a Resolution Specialist. A specialist contacted me via email on Friday (11/26) & I was asked to submit a copy of the invoice (provided by eCost) to the warranty company. After emailing the invoice, I contacted the warranty company on Monday (11/29) & was told that they handled extended warranties only that activate after 90 days (plus I hadn't purchased an extended warranty in the first place). I emailed the eCost specialist & am currently awaiting his reply. I am beginning to wonder if knows what he's doing & if my issue will ever be resolved. I'd like to send the set back with a prepaid UPS sticker from eCost & receive a refund, but would settle for a replacement set (without having to pay any additional shipping or handling fees of course).
Posted on 11/29/2010
Business responded on 12/1/2010
Thank you for contacting us. I apologize for the inconvenience this has caused you. Please call me at 800-555-3613 ext 4127 so that we can resolve this immediately. You are a valued customer and we appreciate your business!
Linda Potter
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i just ordered an apple ipod 5th generation from ecost. it said it is on temporary backorder. sunday night a customer service rep called to get my shipping address again. i asked her if that meant they now have the ipod. she said yes and it was being shipped. this was after i emailed saturday and wanted to know if they were actually going to get these back in stock. they replied today and told me to call. i called my bank and the cost of the product has been deducted from my account. the person i spoke with said the money they took is on hold. ok. so i asked if they were going to actually get more of the ipods in stock. she said they don't know, and it may be 2-3 weeks before i know one way or the other. i don't like my money being taken for something i don't know if i will get it. i also was getting this for a gift and need to know if i am just waiting for nothing. now that i have read these reviews i am scared about this order. update: well, i cancelled the order with ecost. ended up getting a great deal on an ipod from walmart. i don't think i will order from ecost anymore
Posted on 11/16/2010
Business responded on 12/1/2010
Thank you for contacting us. I apologize for the inconvenience this has caused you. Our credit department called to confirm the billing and shipping address as part of our verification process. The temporary hold on your credit card is just an authorization, we do not charge until the item ships. The Apple Ipods are a constrained item at this time and we are doing our best to receive inventory. Please don't be scared about your order, I will personally be by your side and if there is a problem, I will personally make sure you are taken care of. You can call me at 800-555-3613 ext 4127. You are a valued customer and we appreciate your business!
Linda Potter
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The government should investigate this company. It appears that they fraudulently list backordered items as "IN STOCK" on the website. I found a laptop that is listed as in stock on the company's website. I received the confirmation for the order saying that the item is now BACKORDERED. However, when I search for the exact item on the company's website it stills shows the item as "IN STOCK". How can it be backordered for my order, yet still shows "IN STOCK" on the website! I see that other customers have similar complaints. Is this legal? I have friends in the media that do investigative reporting, think it is time to give them a call, this is outrageous!!!!
Posted on 10/21/2010
Business responded on 10/22/2010
Thank you for contacting us. We apologize for the inconvenience this has caused you. We are expecting these in stock in approximately a week. After we receive the inventory, your order will ship. We do not charge your credit card until your order ships. Unfortunately our
inventory had been depleted by the time your order got verified and to our warehouse. You may cancel your order prior to it shipping out. You are a valued customer and we appreciate your business. Please call me if you have any questions at 800-555-3613 ext 4127.
Linda Potter
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I ordered a Denon avr990 from ECOST on 10/01. I received it on 10/04. Very Fast shipping was a plus and them main reason for giving them 3 stars. When I hooked up the receiver I got no sound. I have hooked up over 15 receivers for myself and friends. I read the procedure on their website so I called denon. I went through the steps with the tech and it was found to be defective and I was issued a reference number. I called ECOST and spoke with a rep pretty quickly. They said their return department would email me. They emailed me within 4 hours and I was told to order another receiver and then they would process my return. When I called I was told I would be charged again for the Denon 990 and would have to wait for a refund on the original. I was not happy about that. I don’t think a customer should be punished because they received a broken product. I wanted to return it, then wait for a replacement but that was not and option. They offered a refund so I had to do that since I wasn’t going to pay $570 again. I received a return ups sticker via email and sent the receiver back on 10/07. They received it on 10/08. I was told to wait 7 to 10 business days for a refund. So, now I have to wait another 2 weeks for a refund. Depending on how long it takes for the refund I will consider ordering another receiver from ECOST. If it takes 2 weeks I will not be using ECOST again. I will order one from Amazon. I am not satisfied with having to wait this long to get another receiver. They made the process more difficult than it needed to be. I will update my review once I receive the refund. Hopefully my refund will get here soon so I can order anther one.
Posted on 10/11/2010
Business responded on 10/13/2010
Thank you so much for contacting us. I am sorry that we poorly communicated the replacement policy to you. Our system does not allow us to ship any product unless there is an order against it. When customers want a replacement a new order is created and then when the defective unit gets back into our warehouse, a full refund is put back on he original payment method. If you'd like to have me watch your return for you, I am happy to do so. Please call me at 800-555-3613 ext 4127 or you may email me at lindap@ecost.com. My hours right now are limited, so in the subject line will you kindly put "trustlink review ra?" If you call me and leave me a voicemail, I will call you back. You are a valued customer and we appreciate your business!
Linda Potter
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DO NOT SHOP HERE!!! I ordered a 40" Led tv on 9/4/10 and it was supposed to be delivered in 3-5 business days, that didn't happen, so I called the customer service department and the rep called the delivery company and they
said they hadn't even unpacked the item yet, so needed another week to get it unpacked for delivery. That made me a bit iffy and I wish I had followed my instincts because once the tv was delivered, I hooked it up and tried to enjoy using it, but to my dismay the volume was so low that I had to turn my fan and everything else in the room off just to hear it on MAXIMUM volume level and it still was pretty low. I called customer service about it and they told me to contact the manufacturer and I said I had only had the tv a couple of days and decided that I was completely unhappy with this service, because they said that is how the tv is supposed to play and one rep said it could have optional surround sound for the tv and then tried to change what he said after I told him that the tv comes with surround sound it is part of the tv package. I actually own a smaller lcd tv that is three times the volume of this tv and that is crazy. This is the most unacceptable service ever and I am not used to or appreciating this at all. I would like to return the tv, get my refund and have no further dealings with this company and suggest any one even considering making a purchase, please heed to our complaints and see beforehand what you are in for. I wish I had found this before I bought from them. I hope we can all help someone else avoid having this same bad service. I wish they offerred minus stars because even one star is far too much for this service.
Posted on 9/24/2010
Business responded on 9/29/2010
Thank you for contacting us. We apologize for the inconvenience this has caused you. Our TV policy states that the manufacturer or an authorized dealer will take care of the warranty. eCOST.com does not break the manufacturer's seal to test any product. If you have contacted the manufacturer and they cannot or will not repair/replace the unit, please call me t 800-555-3613 ex 4127 and I will be more than happy to intervene with the manufacturer on your behalf. You are a valued customer and we appreciate your business.
Linda Potter
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DO NOT SHOP HERE! THEY ARE NOT AS GOOD AS THEIR WORD...EVEN THO YOU HAVE TO BE! STARTING LAST YEAR WHEN I WANTED TO CANCEL MY PLATINUM MEMBERSHIP; 1/2 HR LATER THEY SO "NO WAY". NOW I ORDERED A CAMERA & THEY SENT A THERMOSTAT. BOTH HAD SAME #. (my fault???) SO, NOW THEY WON'T SEND A NEW CAMERA THAT IS IN STOCK OF SAME QUALITY. JUST A DELAYED REFUND.
Posted on 7/7/2010
Business responded on 7/8/2010
Good Morning, I apologize for the inconvenience this has caused you. Please call me at 800-555-3613 ext 4127 and together we will find a resolution. You are a valued customer and we appreciate your business.
Linda Potter
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I would not recommend doing business with eCost.com. I purchased a Sony PRS-300 ebook reader on June 14th. It arrived quickly, however, I received a broken unit. I immediately emailed eCost. The following morning I also called and spoke with a seemingly helpful customer service representative who indicated the issue would be referred to the returns department and they would email me most likely the same day with return labels. Instead, I received an email reply telling me to contact Sony for warranty service. I emailed again and requested a return authorization. No reply. I've never had an experience like this with a major web retailer. My current status is that eCost.com has my $133 and I am in possession of a broken, piece of junk. I see in the online reviews (I wish I had checked before ordering) that many other eCost.com consumers have spent fruitless hours pursuing a remedy with the company. I won't do that. Instead, I've contacted my bank.
Posted on 6/19/2010
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Best customer service I have ever received. I made a purchase back in Dec. and it did not work. I first contacted Ecost and they referred me to HP. Needless to say that HP was very UNHELPFUL so I again called Ecost and spoke with Linda Porter who went above and beyond to get my item repaired. I would recommend Ecost to anyone. Again I can't thank Linda enough.
Posted on 5/15/2010
Business responded on 5/19/2010
Thank you so much for your positive feedback. It was an honor assisting you Dawn.
Linda Potter
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I ordered my son a mp4 player from them, it came to me defective it took them 5 days to respond and tell me to contact the vendor. I did, filled out the form and the vendor never called or sent me the proper information on how to return defective products. I call ecost again requesting a refund, they won't give you a refund, but told me they would escalate the issue and get back with me in 3 -4 business days - so a whole nother week. Most companies have the 30 day return policy - but it seems they work it so you are automatically pushed out of that window. I would not recommend anyone to purchase anything from them.
Posted on 5/5/2010
Business responded on 5/19/2010
Thank you for contacting us. Please call me at 800-555-3613 ext 4127 and we will get through this together.
Linda Potter
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DO NOT PURCHASE FROM ECOST.COM
I first called Ecost.com (1-877-888-2678) on 4/12/2010 to verify that the items were indeed in stock like their website showed. I talked with a representative and he assured me that they were in stock.
I called back the same day and placed an order over the phone. I ordered a Digital Sound Projector-Black part # YMH YSP-5100BL and a Pedestal Stand for TV/Soundbar part # YMH YTS-T500. I was told the items were in the warehouse and would be shipped out within the following two days. I received an email with my order information. I waited approx. five days and called Ecost.com to check on the status of my order. The representative told me that the order has been cancelled because Ecost.com no longer stocks the item. I did not receive an email notification or anything.
When asked why they no longer stock the item I was told that it was obsolete. The manufactures release date for this item was January 2010. It is Yamahas “latest and greatest.”
BUYER BEWARE!
Posted on 4/16/2010
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*BUYER BEWARE*
This was my first purchase from Ecost.com and I was really excited because they had the lowest price on an espresso machine that I have had my eye on for awhile. On 03/15/2010 I purchased the Cafe Roma espresso machine on Ecost.com (http://www.ecost.com/Detail.aspx?edp=48813650). This was a refurbished machine, however it was at least $50 cheaper than any other advertised price on the Internet for the same refurbished product. I was excited not only because they had the item at a low price, but because it was listed as "IN STOCK" on Ecost's website. The espresso machine was going to be a gift for someone who had a birthday coming up in a week and a half.
I happily placed my order on the 15th thinking that I had scored a great deal with perfect timing for it to arrive on time as a birthday gift. Fast forward to 3/19. I had not received any e-mails with shipping or tracking information yet. I began to get worried as the item should have shipped out by now. I went to the Ecost website to view my order and I was shocked and angry at what I saw when I viewed my order. Next to the status on my order said "BACKORDERED". What a minute I thought, when I ordered I could have sworn that the item was listed as "IN STOCK"? So I went back to the item listing on the website and sure enough, right there in bold black letters the availability said "IN STOCK". So how can an item be listed as "IN STOCK" when in fact it was listed as "BACKORDERED" after I ordered it? I was mad. Now not only did I not know when Ecost would get the item in stock, I definitely wouldn't be getting it in time as a birthday present which is why I had ordered it in the first place. Had the item been listed as "BACKORDERED" on the website, I could have chosen another retailer and gotten the present in time.
I was also mad that it was still listed as "IN STOCK" on the website even though my order page listed it as being "BACKORDERED". I wondered how many others had ordered or will be ordering this item not knowing that Ecost doesn't have it when their website says that they do. So I fire off an e-mail to Ecost to see what is going on. Maybe it was just a glitch or something and it didn't update the availability of this one product this one time when it went out of stock. Here's the response I got from Ecost:
"Dear Valued Customer, Thank you for your recent inquiry. According to our records, the item Breville Cafe Roma Expresso Machine - XXESP8XL is currently out of stock. Please be advised that as of this time, there is still no estimated delivery date of this item. Your order will automatically ship out as soon as warehouse receives new stocks. We apologize for the inaccurate information on our website. As much as we would want to be accurate in delivering information on our website, we do update it periodically. We apologize for any inconvenience this may have caused. Please call our CustomerServiceCenter at 1-877-888-2678 for further assistance and updates on your order.
Thank You,
Customer Service Specialist
eCOST.com"
So they update their website "Periodically"? An online retailer that specifically lists the current availability of their products only updates their website "Periodically"? Not only is that just poor business execution, that is sad. Then I finally get another e-mail from Ecost on 3/31 saying that they encountered a problem with processing my order and my order had been canceled. The reason for cancellation......the item I ordered has been on backorder for more than 60 days. 60 DAYS! So not only had the item been on backorder for at least the 15 days since I place my order, but Ecost hasn't had the item for over 2 months! I couldn't believe it. The item has been listed on their website for more than 2 months as "IN STOCK" and the entire time was "BACKORDERED" and Ecost knew it and did nothing about it. Even after I advised them about the issue on 3/19 they never changed the availability of this item on the website from "IN STOCK" to "BACKORDERED". In fact, the truly sad thing is, the item (http://www.ecost.com/Detail.aspx?edp=48813650) is still listed today (4/5/2010) as being "IN STOCK".
This was my first experience with Ecost and it was also my last. They may have the lowest prices around, but it is not worth the hassle of having to deal with a business that can't even get simple orders right. Not only was there a problem with inaccurate advertising on their website, once alerted to the issue, they did absolutely nothing to correct it. To me, that is a complete and utter failure of management within the company. Maybe they do this with all of their products as bait and switch to keep the orders coming in when they don't actually have a product to sell. I hope they either fix the basic issues of operating an honest business or shut their doors so others don't have to go through the unpleasant experience that I did.
Posted on 4/5/2010
Business responded on 4/12/2010
Thank you for contacting us. We apologize for the inconvenience this has caused you. Please give me a call at 800-555-3613 ext 4127 with your order number so that we may research this together. Is there another product you are interested in?
Linda Potter
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