"Paid for express overnight delivery a week ago and they still haven't even shipped it also customer service department needs some major work. I will never buy from them again or recommend them to anyone."
"Similar many other postings, I have had no response at all from the vendor
regarding my order of a Xbox Super Joybox 10. Here is my story:
- in the "My Info" section, it still reads Order Received
- no responses to any of my 3 or 4 emails through the automated contact system to Shipping/Orders
- the product availability is "Ships within 24hrs" on the website but it has been over 5 weeks
- tried calling a couple of weeks ago, but I kept getting redirected to a FULL voice mailbox
- Just tried tonight to send another email using the automated contact system;
the website now crashes due to some scripting error and I can't submit the email
- seems like the vendor reads this website and responds here, so maybe I can get some sort of word on my order here
----------------------------------------
----------------------------------------
Invoice # 52859
So I the webpage still has errors, I've forwarded
the error message to ****@****.
I have also sent the information you requested
to ****@**** (since the automated
webpage is not working for me.
If that doesn't work...well you asked for the 'billing address' for the bank.
It is the SAME as my address
which you already have a record of, in
my Account Info, when I created an account on your website.
Hoping to get my product....
----------------------------------------
----------------------------------------
Feb. 2
Got the first NON-automated response
from ****@**** responding to my email
to webmaster about customer service webpage
problems (can't submit email inquiry).
So I decided to email this jason directly about
my order. I asked if he could tell me when
my order would be shipped. He responded saying
he would get this out asap.
The web site Account info
still indicates "Order Received...12/20/2003".
So, now I'm waiting for my tracking number
and my order.....
----------------------------------------
----------------------------------------
Feb 5.
Received my order today. Thanks.
"
“I have followed up on this.
We have tried to call you, the bank security department flagged your card and needs to confirm your billing address.
We checked website, we can not reproduce any error, and no other complaints regarding site... if possible please take a screen shot of this or copy and paste error and send to webmaster@gocybershopmail.com.
I checked all mailboxes, seem to be working fine, and are not full. Maybe one particular day a departments was full - especially during Christmas.
I want to help get this resolved, and get your product out. Please email sales with your full billing address on file with bank.
Please quote your order# when supplying this.
We have received your email and responded.
I have confirmed with bank, I have instructed shipping to send the item. Thank You for sending this information.
Tracking Number: 652616584315
Shipping Type: FedEx
Delivered - /VANCOUVER CA ”
"I appreciate your response. Obviously there has been communication problems as I sent 3 emails, I never got that email you mention, and your website didn't send me a password when I requested it.
When I receive the item I will give you a good rating. The turn around time at this point is good - only the level of communication is lacking. Had I received this info after my first email I would have happily waited weeks. Most people, myself included (obviously), are hesitant when it comes to sending money to a business on the other side of the country. Good communication is the key to instilling consumer confidence and goodwill.
----Original message----
I ordered a PS2 flip top cover on January 16, 2004 with FedEx overnight shipping and two weeks later I haven't heard anything about it.
A big problem with this company is its lack of communication with its customers. Interesting how I see them posting in this forum on practically a daily basis but in two weeks I haven't received one email.
If they had a single person answering emails acknowledging customer questions and concerns it would do a world of good. Instead either they are understaffed or indifferent.
I even tried to get a login and password on their website using an automated service but have never received an email acknowledging that either.
I really want to like this company because they have fair prices and they are Canadian and I want to support Canadian businesses. The problem is that they make me feel unimportant and, having had bad experiences in the past, wonder if I'll even get the product. Imagine your running a business and your clientel feels this way.
Repeat business is important but this company is never going to get mine until they overhall their customer service department.
"
“Ken,
I do not think that this posting is a fair comment. I have checked the Sales, Order and Info email archive and there has not been one email received from you. I apologize if there is an issue regarding the email, however I am taking this opportunity to repsond to your concerns now. As well, we have our phone number posted on our home page and under customer service - contact section.
The fact is, you ordered a flip top combo that was marked on the product page under availability as On-Order ETA - January 23, 2004. The product re-stocked on schedule and your order was shipped out that day Overnight UPS.
Tracking Number: UPS 1z167rv02046008254 (www.ups.com)
This information is posted in your online account as well. If you have lost your password, you can request it, and it gets emailed to you. Our webmaster is checking this functionality and will make sure its working properly.
We also sent a newsletter to all customers on January 23, 2004 notifying them of this product back in stock.
Here is a copy of the newsletter sent to 7500 registered customers.
"Date: Fri, 23 Jan 2004 18:28:33
Author: customerservice@gocybershopmail.com
Subject: UPDATE: PS2 Flip Top Covers and Xecuter 2.3 Plus Orders
Body: All PS2 Flip Top Covers and Xecuter 2.3 Plus Back-Orders prior to January
22, 2004 have now been shipped.
You tracking number will be updated on our next business day Monday January
26, 2004.
We thank you for your patience and patronage.
GO CYBER SHOP!
http://www.gocybershop.ca"
I feel that posting the availability on the product page, and sending out the newsletter was quite sufficient. We will take your comment seriously and try to do even better next time. We want your business.”
"This was my second order from Cyber Shop. I had previously ordered a TV tuner for my son's Gambeboy SP for Christmas (ordered 12-4-03). The advertisement said "shipped within 24 hours". Several days later I received an email instructing me that the tuners were on backorder. I became concerned and subsequently ordered the wireless Gameboy SP audio video reciever on 12-18-03. In the interim the TV tuner arrived, but it was not the one that was advertised; no response to my email asking why. I just today recdeived the product that I ordered on 12-18-03, and it was NOT the wireless receiver, but the wired model which costs much less. I cannot tell you how frusrating this is. I am presently awaiting a reply from Cybershop and will update you all accordingly.
Concerned Cyber shopper.
PS: I am responding to the sellers comment. I take objection to the word "If" in your statement. Clearly you should have a record of my order and a record of what you sent me. Why is the burden of proof placed on me? Please ship the correct product.
Thank you in advance for doing the right thing.
PPS: I fully intend to return the product. However, I think that it would be more appropriate for you to send the correct item, along with a postage paid mailer so that I may return the item you incorrectly sent me. You must take responsibility for your error. Moreover, this is a great opportunity for CYbershop to demonstrate goood customer service.
PPPS: Well, it looks like I have no alternative but to go to the post office, purchase a box for shipping (the cardboard envelope it came in was inadequate) and pay the $15+ for shipping so that I may return a product that was incorrectly sent me. Is this right?
"
“If the item you have received is not correct, you must send back with a copy of your receipt, instructions to have corrected and reshipped at our expense. If the product is no longer desired we will issue you a refund.
We can not ship you a replacement until the item received is returned. We have policies in place that we must follow, and that customers must agree to before finalizing a purchase. It is unfortunate that you have received the incorrect item, however please read our returns policy and follow the instructions for return so we can have this rectified as quickly as possible.
A note for exisiting and potential customers: Please read our policies and agree to them before finalizing a purchase. We can not stress enough how important it is to have policies in place that must be followed for both the customer and the company.”
"The order processsing went very well. Good notifications during the transaction till delivery. Would deffinently use GO CYBER SHOPS again."
“Thank You for the great comment and posting regarding our good service and order processing.”
"Worse cybershopping experience i've ever had. My order was simple, an universal S-Video cable suitable for 8 consoles. It took them one week and a half to send me an email telling me the item i ordered wasnt in stock.:
Our supplier had sent us the incorrect cables. We have the spider cable
which works for 8 consoles. Would you like this item instead or can you
wait for the other cable.
Sincerely,
Jeramie
GO CYBER SHOP! Staff
I decided to cancel my order, im still waiting for a full refund."
“Unfortunately our supplier sent the wrong cables, as another employee had informed.
As instructed by you on Saturday January 23, 2004 we have refunded you today (January 26, 2004 - our next business day)
----- Original Message -----
From: Stormwolf
Sent: 1/23/2004 10:08:43 PM
To: sales@gocybershopmail.com
Subject: Re: Inquiry - Sales
gimme a full refund please.
thnx you
”
"like kath8r, i basically have the same case with gocybershop. i have ordered from this company before for a wireless playstation controller which is one of the best controllers i ever had, which was also very hard to come by... took a while for them to send it but it was well worth it. on december 20 i ordered a ps2 mod from them for my son's christmas present and did not hear from them (jeramie) till december 29. we exchanged emails with them telling me i needed to send my DL and copy of my card ( sent email and jason responded). i emailed them saying that if my card approved it, why do i still have to go fax copies of my DL and CC, garnering extra cost because i did not have a fax machine at the time. well i bought one on the 14th. I faxed the copies on jan 15.I understand that these security precautions are for consumers like me, to protect my business as well as thiers. GCS finally agreed to send the product after i sent the necessary documents.
I am still waiting for the order. they always answered my emails, however obnoxious these emails were, given that i was upset with not getting it before christmas. "
“We have received the necessary documents and have agreed to re-instate the charge and send the product.
We trust this is to the customers satisfaction, as per our telephone conversation. Product has shipped - ups 1z167rv06846011777 - www.ups.com (we also upgraded this customer at no extra cost for inconvenience)”
"I very appreciate my order at this place because it's the lowest price on the net and the product work perfectly. And the support is fast, they answer to to e-mail in low than 24h."
“Thank you very much for the great comment and your support of our business!”
"Just want to say that this site has helped me in every way possible..
I like this site for the simple explanations on their products and diplay.
Customer service was very pleasant, curtious as well as helpful not to mention knowledgable.
I spoke with Marnier and Sara : very nice young ladies.
I will use this site in the future as well as recomend to ALL my friends.
Thanks go cybershop"
“Thank you 'gpatterson' for your comments of our service, staff and website.
Your posting is very much appreciated and will be a great benefit to other potential customers.”
"Really liked the looks of this site with a secure conection for payment and decent prices....when I came to my order I placed the order 1/2/2004 and right away when I login it told me order received..... still does as of 1/16/2004..... wheres my order you ask??? I would love to know considering that the money was took out of my account 1/6/2004. another weird thing my invoice said my total but my acount was chargerd a little more than that......also when i ordered the part, gocybershop's site stated that the part would ship within 24hours......now part says backordered have tried to contact a couple of there deptments with e-mail but only ever got automated message..called and left message 1/16/2004 asking to contact me A.S.A.P., well they finally e-mailed me back about my order and informed me that my phone number was invalid and my order was cancelled......yet I have already been charged......I just want my my order,or now rather my money back!! this posting is the real reason I was discarded, why do you think they want your order number when you post. so GOCYBERSHOP is a really poor site, DON'T GO HERE!!! here is
the latest e-mail I received from gocybershop....
We cancelled your order because you put something bad about us on the
re-seller rating on the net. Your order has already been refunded.
Sincerely,
Jeramie
GO CYBER SHOP! Staff
for those of you who had a hard time geting phone numbers and address for this company here goes
GO CYBER SHOP!™
253 King Street North Unit #22
Waterloo, Ontario
N2J 4V2
International: ***-***-****
Shipping - Phone: ***-***-**** - Extension 221
Customer Inquiries / Billing - Phone: ***-***-**** - Extension 222
Sales - Phone: ***-***-**** - Extension 223
Fax: ***-***-****
If you think they are commiting fraud contact this site http://www1.ifccfbi.gov/cf1.asp
I finally received a refund of 26.34,kinda strange considering I was charged 27.42....I guess only in america do businesses go by the old saying "the customer is always right" or rather treat there income as sacred.... some advice.....Jason Pomeroy(owner), you really should start to think about how to treat customers and maybe don't charge until you ship/ actually have stock.
"
“This customer ordered a product that was clearly posted as 'back order'. As well, her order was cancelled due to her credit card information, and the phone number provided was 'not in service'.
This person has also modified their post after our rebuttal.
and YES "We cancelled your order."
and YES "You put something bad about us on the
re-seller rating on the net."
and YES "Your order has already been refunded."
No need to twist our words around after the fact.
Our phone number is located on Home Page, and under 'Customer Service'. Our address is on your Receipt, during Checkout, under Customer Service, Repairs/Installation to name a few. A novice to internet surfing should have no problem locating this information.
”
"It's been about two weeks and my order for an xbox power supply still hasn't been shipped. Of course, my credit card already got charged. My receipt shows $43.88 usd but why the heck did i get charged some $45? I have sent them and email twice but haven't go any response.
"
“This customer ordered a XBox Power Supply that was on back-order. It was scheduled to restock January 16, 2004. These items have arrived on schedule, and all backorders will now ship out.
'tazarii' your tracking number is Tracking Number: le033872195ca which is also posted in your online account.
If there is any discrepancy with billing please feel free to contact us to have rectified. Please note, your invoice displays the amount you were billed (at bottom) in CDN amount for credit card orders. Since this customer is a USA customer, the issuing bank of the credit card will convert the CDN amount to USD at their current exchange.”
"I ordered merchandise from this seller so I could receive it before Christmas. Seller took the money out of my account immediately, I received an e-mail from seller on December 23, 2003 that said they would not ship the merchandise without a copy of my drivers liscense. I responded to the company's e-mail to inform them that they could verify my address through my bank and that I would not send them my liscense. Company was on vacation until January 5th. Spoke to company on January 5th and was told they would not ship merchandise and would refund my money that they held for 16 days so far. received partial refund on January 8th they kept a total of $175.16 of my money and I have yet to resolve this situation. I would not reccomend this company to anyone unless you want a lot of aggrevation for nothing."
“This customer refused to send the necessary information required by the bank to verify the credit card holder information, and for the security purpose prevent unathorized use of the credit card. This customer instructed us to cancel order.
As per our policy and clearly posted on our product page "Cancelled PlayStation 2 Console orders are subject to a 30% cancellation fee. If for any reason you choose to cancel your order you will still be charged for 30% of the order total. NO EXCEPTIONS."
As well, we have clearly posted that we reserve the right to place a hold on orders for this item if deemed appropriate "GO CYBER SHOP! reserves the right to place a hold on any order to verify authenticity of any information before release of the product. Additional forms and information may be required" in this case it was appropriate.
We suggest that ALL customers read the policies that are clearly posted. We also suggest that if you have no intention or do not agree to them, please do not order.”
"I am *very* unhappy with this merchant.
I ordered an item on December 6th. Fully a month later, the item is *still* listed as "Order Received", which has been the case since the day after the order. Yet they charged my card the very next day.
This, despite multiple attempts to contact them both via their website and by phone (no answers).
I've had to order the item elsewhere, and have even had to initiate a charge dispute with my credit card provider since the charge is still on my card.
I will *never* purchase from GoCyberShop again, and I warn others to avoid them as well. There's no excuse for failing to either fulfill the order or provide any explanation for the delay. Furthermore, charging the customer before the product ships is all but unheard of and completely unacceptable business practice."
“This customer ordered a product that was posted on back-order. When the item re-stocked it was shipped out overnight delivery.
The customer refused the package and is now posting a bad comment.
UPS tracking number - 1Z 167 RV0 66 4600 4270
(www.ups.com)”
"This is a great company they are very reasonable in price and very helpful if there is a problem.
Great to deal with"
“Thank You for this comment and your support.”
"Found customer service to be prompt and accurate, found product up to expectations and works excellent, Would recommend this company to anyone and already have.
Thanks Gocybershop!
Mike Moore"
“Thank You Mike!
We are happy to see that a customer like you took the time to acknowledge that we are a GREAT COMPANY and try our best.
It is nice to know that other 'potential' customers will get to read your comment.
”
A rep from Go Cyber Shop!, gocybershop, has responded:
“James,
You ordered a product that has been posted on backorder for over a month. Obviously we couldn't ship it overnight.
Please read the entire product information before bashing us. As posted "Product Availability:
Backorder - Ships when stock arrives". When a product is on it's way from the manufacturer or distributor we post the ETA under availability.
Our customer service department works hard, and most of the complaints found here are because people fail to read the posted information and policies.
If you do not want to wait for these to come back in stock then we suggest you cancel your order.”