SoldSmart ( New South Wales, Australia) 2010-11-12 I totally agree that this company would have to be one of the worst i have ever dealt with. I also have found you get no response unless you raise a dispute through paypal & then David Martin threatens to close my account for continuing to open disputes to do with their items constantly arriving damaged to my customers. Heres my correspondance, all through paypal: Order 977480 Sent photos of damage on Thursday 4th November & have had no response. Customer would like a replacement. Please advise when this will be sent. If you require the damaged one to be picked up please advise how you are wanting to arrange this. From Seller - SoldSmart International 10/11/2010 12:41 AEDT Hi , Thanks for contacting us. RE: ORDER: 977480 Photos were received and a reply provided. We are sorry if you didnt receive any reply. As this item has been identified with very minor damage, it is not classed as a DOA item (Dead On Arrival). We would be unable to provide a replacement or full refund in such a case, unless the buyer returned the item to us. We are sorry but we are not able to provide postage or return assistance. However, we are happy to offer you compensation for this minor damage as shown in the photos. We can provide a 40% off discount even though less than 5% of the item has any problems. The refund amount would be $19.20. You can request that amount via the paypal dispute, or you can request a full refund (subject to the item being returned to us first). Please let us know, thanks. Kind Regards, David Martin. Customer Support Manager SoldSmart International soldsmart.au From Buyer - 10/11/2010 14:10 AEDT David, No message was received in regards to this. It seems that i only receive a response when i deal directly through paypal. Anyway, irrespective of what you consider to be 5% damage or not, clearly this is damaged. If you advertised your item as coming 5% damaged then perhaps i would agree with the ridiculous message posted here. Having said that, this item was purchased as advertised on your wesite, the pictures do not depict ANY damage at all. Furthermore, nowhere does it state that if soldsmart believe that an item is less than 5% damaged then they will not bother to replace or refund the item. I am more than happy to proceed with this through consumer affairs as i am sure i would not be the only one in finding this message not only ridiculous, but against my consumer rights. These goods were purchased as per your description, not on the off chance they would arrive damaged, let alone 5% damaged by your assessment. Again, i am requesting a replacement be sent immediately, am more than happy to tell my customer to give the damaged one to the driver as well. Please advise your position immediately so i can advise my customer what path we will be taking. From Seller - SoldSmart International 12/11/2010 11:28 AEDT Hello, Thanks for contacting us again. In the event of a Paypal Dispute being opened, the funds associated with the item are held in dispute. As we cant ensure that paypal wont return these funds to you at any time, we are unable to provide a replacement while a Paypal dispute remains open. Unfortunately some Disputes in the past resulted in a replacement being sent out to a customer and the Paypal Dispute additionally refunding the customer. We therefore no longer offer the option of replacement while a Paypal Dispute is open. We look at all situations on a case by case basis, so to resolve this issue quickly and easily for you, we will refund this item through this dispute. As you said you had trouble contacting us, I would like to confirm that our customer support email address is: [email protected] As the server will only allow small files, if you are sending photos at any time, please compress the photo and limit them to 1 or 2 at most. Please note that we will try to assist you on a case by case basis regarding any issues without the need for Paypal Disputes being opened. Situations may require you to compromise on an agreement from time to time, however repeated actions of opening Paypal Disputes may result in the cancellation of your buying account in the long term. In this case, I hope you will be happy with the full refund resolution we are providing. Kind Regards, David Martin. Customer Support Manager SoldSmart International soldsmart.au
Posted on: Fri, 22 Nov 2013 23:13:53 +0000
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