Buying online

[dteng75]

For BMW owners who may have the habit of ordering aftermarket parts online, I sincerely think you guys should inquire what is the estimated lead time of delivery.

Maybe it is just me but I have ordered an item online but have not received the product in 3 weeks and till date, I don't even know what is the current status, where is the product and roughly when it can be delivered. Practically no information. Just ordered and I waited. It is the worst experience that I have encountered from ordering online.

I just wanted to share my online purchase experience just in case some owners here overlook the waiting issues.

Cheers

 

[AC Schnitzer]

Re: Buying online

Its imperative you get an ETA from the company you purchase from regardless in Singapore or Overseas.

Here's why

1) Some times firm quote you ETA based on time it takes from their company to arrive at your door step, however item not in stock or if product not made in that country.

So this means they have to order from the Manufacturer + Manufacturer process order + Manufacturer delivery to the company you order from (lengthy time if O/S) + clear customs + company process your order then Freight. And this is where your "ETA" begins.

It is not exactly ethical because some firms fear if the ETA is too long, you may seek alternative.

Bottomline, be specific about the definition of ETA.

2) Get a Tracking number if available. This way you can track your goods. Sometimes the goods may get stuck at customs for whatever reason and you're not informed.

I am unfamiliar with Singapore Tax and Customs structure but when I was ordering goods when I was residing in Australia, any orders above $1000aud gets taxed and you'll be surprised how long it takes customs to inform you in this regard. On top of that, there are also handling and storage fees involved. Delivery method should always be to door step instead of pick up.

I am unsure of Singapore's Import Duties structure so I can't advice you on that.

3) For whatever reason, the company you purchased your product from has forgotten your order or is delaying it for 1001 reasons. Best to be well informed of the reputation of the company you purchase from.

 

[sszone]

Re: Buying online

For BMW owners who may have the habit of ordering aftermarket parts online, I sincerely think you guys should inquire what is the estimated lead time of delivery.

Maybe it is just me but I have ordered an item online but have not received the product in 3 weeks and till date, I don't even know what is the current status, where is the product and roughly when it can be delivered. Practically no information. Just ordered and I waited. It is the worst experience that I have encountered from ordering online.

I just wanted to share my online purchase experience just in case some owners here overlook the waiting issues.

Cheers

you are not alone.....Wolf say one.....hahaha
just kidding.

I think what u are posting is your helpless situation as a buyer.
as i have an online shop myself catering to mostly overseas customers, i understand how it functions and frankly there's no excuse for the seller, especially when the customer have already paid upfront via credit card or paypal.

basically there are 2 impt things, communication and accountability.
if a certain product is sold out, inform the customer, let him/her have a choice of a refund or wait for the particular product.
under the e-commerce program, there is always a module which can auto-generate email responses to customers whenever the seller bothered to key in a status update such as, "item delayed for 1 week etc", "ETA on XXXXXX"

even if there's no such module, there's something called email.
just a matter of bothering or not bothering to keep the customer updated.

 

[dteng75]

Re: Buying online

Its imperative you get an ETA from the company you purchase from regardless in Singapore or Overseas.

Here's why

1) Some times firm quote you ETA based on time it takes from their company to arrive at your door step, however item not in stock or if product not made in that country.

So this means they have to order from the Manufacturer + Manufacturer process order + Manufacturer delivery to the company you order from (lengthy time if O/S) + clear customs + company process your order then Freight. And this is where your "ETA" begins.

It is not exactly ethical because some firms fear if the ETA is too long, you may seek alternative.

Bottomline, be specific about the definition of ETA.

2) Get a Tracking number if available. This way you can track your goods. Sometimes the goods may get stuck at customs for whatever reason and you're not informed.

I am unfamiliar with Singapore Tax and Customs structure but when I was ordering goods when I was residing in Australia, any orders above $1000aud gets taxed and you'll be surprised how long it takes customs to inform you in this regard. On top of that, there are also handling and storage fees involved. Delivery method should always be to door step instead of pick up.

I am unsure of Singapore's Import Duties structure so I can't advice you on that.

3) For whatever reason, the company you purchased your product from has forgotten your order or is delaying it for 1001 reasons. Best to be well informed of the reputation of the company you purchase from.

All I can say is I have bought something from a site sponsor here and I am not going to name who is it. It is my overlook that I did not check the ETA. The thing is any response from the seller was direct, unhelpful and after being unable to get any further details, I am deem to have sent too many emails which to calculate will be 5 emails and 3 private message, a total of 8 message.

Some were repeated because there wasn't a reply. Anyway, end of story is, I felt the seller deem me as a demanding customer and guess what, I still do not know where is the product I have purchase after 20 days.

Because of issues of buying online as well as determining the credibility of the seller which I overlook, I am hoping to share with brothers here on my bad experience hoping that they should be reminded of consequences of what I face.

 

[sszone]

Re: Buying online

open door do business.....nice customer, demanding customer, ngiow ji customer also must attend to swee swee.
service with a smile
thats the basic sales principle.

have u asked for the tracking number, see where the goods are rite now.

 

[dteng75]

Re: Buying online

open door do business.....nice customer, demanding customer, ngiow ji customer also must attend to swee swee.
service with a smile
thats the basic sales principle.

have u asked for the tracking number, see where the goods are rite now.

I agree with you. Tracking number got it but it will not show you where the goods are right now. So although I have the the tracking number is as good as I do not have it. Where is the goods, I seriously do not know.

Sad right.

 

[quacks]

Re: Buying online

I am unfamiliar with Singapore Tax and Customs structure but when I was ordering goods when I was residing in Australia, any orders above $1000aud gets taxed and you'll be surprised how long it takes customs to inform you in this regard. On top of that, there are also handling and storage fees involved. Delivery method should always be to door step instead of pick up.

I am unsure of Singapore's Import Duties structure so I can't advice you on that.

You have to pay GST on any parcel that exceeds SGD400. The method of payment also varies on which courier you use, I had an experience with DHL where I had to pay GST on the spot upon delivery, UPS just sends you an invoice 1-2 weeks later for the GST... etc.

 

[AC Schnitzer]

Re: Buying online

All I can say is I have bought something from a site sponsor here and I am not going to name who is it. It is my overlook that I did not check the ETA. The thing is any response from the seller was direct, unhelpful and after being unable to get any further details, I am deem to have sent too many emails which to calculate will be 5 emails and 3 private message, a total of 8 message.

Some were repeated because there wasn't a reply. Anyway, end of story is, I felt the seller deem me as a demanding customer and guess what, I still do not know where is the product I have purchase after 20 days.

Because of issues of buying online as well as determining the credibility of the seller which I overlook, I am hoping to share with brothers here on my bad experience hoping that they should be reminded of consequences of what I face.

Have you tried calling the freight company ? The whole idea of a tracking number is to know where your goods are at any given time. My understanding is that the freight company has already picked up the goods otherwise they would not be able to issue you a tracking number.

Unless we are talking about a bogus tracking number then its an entirely different issue together.

Since the company you purchased from is a Site Sponsor, you can try contacting the Ryan. He is the Admin and hopefully he can serve as the intermediary and resolve this matter amicably.

 

[ryan]

Re: Buying online

Hey Desmond,

I'm concerned personally that it's been 14 days since the item has been deemed shipped from the USPS website, and it's still not there yet.

I'll be reviewing your case and will work something out with the sponsor.

 

[dteng75]

Re: Buying online

Have you tried calling the freight company ? The whole idea of a tracking number is to know where your goods are at any given time. My understanding is that the freight company has already picked up the goods otherwise they would not be able to issue you a tracking number.

Unless we are talking about a bogus tracking number then its an entirely different issue together.

Since the company you purchased from is a Site Sponsor, you can try contacting the Ryan. He is the Admin and hopefully he can serve as the intermediary and resolve this matter amicably.

Ryan is well aware of this issue. He has been helping me to sort out but it seems the seller is not cooperating. Like what you mention, I have a feeling that the tracking number is a bogus number.

I do not really want to tarnish the site sponsor reputation at this moment and I leave it to Ryan to determine if he wants to warn other bimmer owners here or not.

 

[dteng75]

Re: Buying online

The below are extract of the correspondence after I file for a paypal dispute. I let you guys determine how was their service. Anyway, since they are willing of offer me a full refund if I did not received my item in 1 week time, I will give them 1 week and wait till 4th November, Singapore Time.


-----------------------------------------------------------------------------------------------------

From Buyer - XXXXXXX 24/10/2011 18:25 SST
I have place the order on 7th October and I have yet to received the item. In addition, there is no way of finding out where is the item that I ordered and feedback to your company was not responded well. It is the not the first time I ordered online and 3 weeks of waiting time is extremely long and not acceptable. Since the item is still in USA, then I am going to cancel this purchase and seek for a full refund.

From Seller - XXXXXXXX 24/10/2011 22:22 SST
we shipped your order, what is the issue?

do you honestly believe we didnt ship your order?

here is proof since you think we are lying and didnt ship your order, actually your item is not in the USA, why would you think that? the tracking number will stay the same, even after delivery.

here is all proof that your order was shipped.

Return Address: XXXXXXXX

XXXXXXXXXX
XXXXXXXXXX

Delivery Address: XXXXXXXX
XXXXX
XXXXX
XXXXX

Cost Code: User: taiwanfolife Weight: 1 lbs 15 oz Refund Type: E-refund Insurance ID: N/APrinted Msg: Class/Service: First Class International ® $17.61

Special Services:
Insurance: N/A
Total Cost: $17.61
Location Date Local Time Description

you can cancel this dispute later, thank you

From Buyer - XXXXXXX 25/10/2011 07:57 SST
If the item has been shipped out, why has it not been delivered to me till date? I sincerely believe your company can do better in assisting in finding out what is the status of the item and where the item is now from the courier. Your company can't practically let the customer wait with no time limit. Isnt it?

From Seller - XXXXXXXX 27/10/2011 00:08 SST
you have 45 days to open a dispute, opening a paypal dispute when we have been communicating since day one doesnt help anything, its one thing if we ignore you, its another thing when all emails have been replied to, lastly, we ship from the States, not Singapore so it takes longer to arrive, instead of asking before a dispute is filed, you already opened it. once your order arrives you can cancel this dispute

From Buyer - XXXXXXX 27/10/2011 07:59 SST
I fully understand that the item was shipped from the States but what is the lead time to deliver? The issue now is:

1.) I can't possibly wait indefinitely for a product not knowing what is the lead time to be delivered to me.

2.) Even though you may have responded to my queries but it was short and sweet and after few emails only then I was given a tracking number.

3.) The tracking number doesn't help in identifying where is the item that I ordered and your company are not assisting in finding out where is the item I ordered. One simple repeated message claiming that you have shipped the item, delivered from the states it takes time to be delivered to me doesn't make any sense. Why don't your company ordered something from me and I tell you is shipped from Singapore and I am not giving you a lead time and let your company wait indefinitely for the product you ordered.

Stand in my position as a customer to understand how it feels for not receiving the product in 3 weeks. Unless your company is willing to provide me with the following information else this will never ends.

1.) Assist in finding out where is the item now?

2.) When can it estimated be delivered to me?

From Seller - XXXXXXX m28/10/2011 00:19 SST
1) the tracking number will not change, even after delivery, only international tracking number that shows movement from within Singapore can be provided for an additional surcharge because shipping from the States to Singapore will cost more than shipping from domestically within the States where we are based, the shipping fees were actually extra in this case but we paid the additional cost.

2) it can take up to 3 business weeks for delivery so if it doesnt arrive in one business week from now, we can give you a refund, shipping from the States will take longer in total transit time as opposed if we shipped your order within the States, which is four business days at the very maximum.

 

[etan1]

Re: Buying online

Ryan is well aware of this issue. He has been helping me to sort out but it seems the seller is not cooperating. Like what you mention, I have a feeling that the tracking number is a bogus number.

I do not really want to tarnish the site sponsor reputation at this moment and I leave it to Ryan to determine if he wants to warn other bimmer owners here or not.

You are such a nice and patient person.....

 

[sszone]

Re: Buying online

i think USPS is like that.
think its best that you pay more for a premium courier like Fedex or UPS where tracking is very timely

 

[dteng75]

Re: Buying online

You are such a nice and patient person.....

is that suppose to be a sarcastic remark? . during the resolution process, i do not want to name anyone BUT if i do not receive the item by next week, then it is hard to say.

i think USPS is like that.
think its best that you pay more for a premium courier like Fedex or UPS where tracking is very timely

this courier is not chosen by me. it is by the seller. if i had a choice, it will either be any of the top 3 (Fedex, UPS or DHL). I dont even know who is USPS. Some unreliable courier company ?? :uhhh:

 

[etan1]

Re: Buying online

is that suppose to be a sarcastic remark? . during the resolution process, i do not want to name anyone BUT if i do not receive the item by next week, then it is hard to say.

nothing sarcastic....

see the reply from seller, I buay tahan liao.

 

[davidtch]

Re: Buying online

this courier is not chosen by me. it is by the seller. if i had a choice, it will either be any of the top 3 (Fedex, UPS or DHL). I dont even know who is USPS. Some unreliable courier company ?? :uhhh:

USPS = US Postal Service loh.

It is usual for u to receive it after 2 wks from the time sender send. Other than long waiting time, it is quite reliable.

 

[sszone]

Re: Buying online

nothing sarcastic....

see the reply from seller, I buay tahan liao.

don't mistaken Bro Etan....he also on your side, think he just making a dig at the seller :chinese:

 

[sszone]

Re: Buying online

USPS = US Postal Service loh.

It is usual for u to receive it after 2 wks from the time sender send. Other than long waiting time, it is quite reliable.

Uncle Sam Postal Service.
once item send out, very hard for seller to control, especially when u are dealing with not so responsive courier like USPS.
its not like the fedex, dhl, ups or even speedpost where tracking is still quite timely.
thats why sites like bimmian.com offer more expensive shipping options using these couriers. 1 fine example is Bro Cajun22, he paid more for shipping than his black 3ers numbering.....haha ...rich fella

 

[dteng75]

Re: Buying online

FINALLY !!!!!!!. Its here. Just got it installed myself. 5 mins job. very easy heeeee. Now I am a happy man. The anxiety or waiting is over.