Non existent customer service
Final response, not updating anymore:
1) Not true? Look up order IUNCZAGYG 21/04/2024 which was the first order I placed containing a fair few things including the 1 joystick that was in stock at the time and then DIBXYVCIG which was for the replacement parts. How is that not two orders?
2) I am not at all sure what to say to this, I did what I had to and split my order in two?
3) It is in fact not, I could first do it when the item went to "restocking" mode. And I was first able to place the order when it went into that mode only july 4-5th.
4) I am not sure how your webshop works, but I couldn't add the joysticks into the cart before it went into "restocking" on July 4-5th, where I could place any number in. Previously I found out that you can add one item at a time, till it shows no more are in available in stock. Which is why I initially found out in April you only had 1 joystick in stock. I used the same trick here and it allowed to put them into my cart, so I figured you probably had that many in stock.
5) I have used the same tone here as I have on whatsapp and on the messaging on my order. I assumed you kept the logs on whatsapp so the messaging just continues? Saying that I've been rude for not introducing myself and whatnow is entirely up to debate. I am not used to that when using chats with stores and wether that is a cutural thing or not I can't say. I have used no foul or rude language and just asked straight when I could expect my order was being shipped, because it became time-sensitive after waiting this long.
Response to theirs - As mentioned I placed two orders, excatly to avoid having to waiting for the other things I wanted, while the joysticks that weren't in stock. So I have no clue why the mention that. I read the terms and didn't want to risk waiting weeks/months on getting the rest of my order, as the replacement parts was first needed at the latest end of July. It is also not possible to add an item to cart that is not in stock, but you can watch it and get a notification when it is. As far as getting updates on an order, I've simply asked when you'd have them in stock below, when you'd have the extra stock needed for my order after placing it (not an unreasonable question, given I've just waited 3 months for the first restocking and was afraid if would take another longt ime before you could get the extra). I've asked once a week as far as I can tell through our messages, because I couldn't get a clear response. If you think that's arrogant to ask and I should just place my order and sit on my hands waiting for weeks/months till it shows up, you barely ever ordered online yourself and run into a similiar problem.
Update - They have apparently decided to cancel my order because what I wrote below is untrue (I have the messages to prove it's true). I feel it might just be an excuse as they can't fulfill my order instead of just saying that. Never in my years of buying online have I had this bad an experience. Would not recommend buying from them.
TL;DR - First order was perfect, package and sent the next day no issues. Second order has been a hell of waiting for them to get N64 replacement parts restocked for 3 months and my order is still not shipped a month after placing it, after they allegedly had a restock (which didn't cover the amount I needed).
Tthe first order was flawless and perfect back in late april. On the first order I did ask when they'd get more N64 joysticks in stock as there as only 1 left and I needed around 10. They told they would arrive in May. By july 2nd I asked again when the restock was happening and was told within a week. On the 5th it was restocked and I placed my order with a few extra on top, as I figured I might need more in the future when the restock takes this long anyway. I'm then told they don't have enough and fulfill my order and put it on hold. I did fish to try and see if they could just remove the extra ones from the order, so it could it get shipped, as it's time-sensitive at this point I get them asap but was ignored. Was told 20th july they were received and by monday 22th july my order went to processing. Now by the 28th it's still not shipped. To which I can just wonder if they accidently lost something else on my order in the meantime that they have to restock or what is going on.
I was planning to fix up some old controllers so I could bring them to a retrosale that happens once a year in late august and fix them up in my vacation which started now. At this rate I won't receive them before my vacation is over and I won't have the time to fix them. 3 months for a restock that originally was scheduled to take a month, I'm fuming inside.
So beware if you need replacement parts, as the restock time is Soon™ for an unknown period.
Reply from Pixxelife by INMEDIA
Final Answers:
1) there's only one order in question, the previous one has nothing to do with it. It's the order in question that you should have split in two, as mentioned in our terms and conditions.
2) You didn't split the order in two, your choice, your fault.
3-4) First you say one thing, then you say another and then another, it's not possible to argue like this.
5) That's not the case, here your tone is polite because we are public, in the chat it wasn't because we were private.
Answers:
1) "As mentioned I placed two orders, excatly to avoid having to wait for the other things I wanted" => false, you placed a single order in which you ordered an item with quantities that were temporarily unavailable.
2) "I read the terms and didn't want to risk waiting weeks/months on getting the rest of my order," => false, otherwise you would have known what to do.
3) "It is also not possible to add an item to cart that is not in stock, but you can watch it and get a notification when it is" => false, for some items like yours you can pre-order any quantity, if this were not the case you would not have been able to order 16 Joysticks when there were only 4 available.
4) "I've simply asked when you'd have them in stock below, when you'd have the extra stock needed for my order after placing it" => thus confirms how much you're telling lies in your previous answer, in fact if it wasn't possible to add an item that isn't in stock, how would you be able to place an order?
5) "I've asked once a week as far as I can tell through our messages, because I couldn't get a clear response" => false, you contacted customer service via WhatsApp Chat every 2-3 days, in a rude manner without greeting or introducing yourself, and with arrogance you demanded impossible answers for the reasons already described previously, threatening to go and buy elsewhere.
Now you can buy wherever you want. You proved the untruths you said, we have 4/5 star reviews on Trustpilot, 100% positive feedback on eBay after 24 years, and only positive reviews on our new site.
Best regards.
*****
Dear Customer,
the restocking date of an item is absolutely estimated as clearly described in the introductory note of each item, clearly visible to all visitors on the product page, therefore anyone who decides to proceed “as a pre-order” with the purchase is aware of any expectations beyond those estimated and due to causes certainly not dependent on our will. You have chosen to place an order with items not yet available in the requested quantities and accepted our terms and conditions which provide for the order to be shipped only when complete. In our terms and conditions - probably not red – and in our FAQ it is clearly expressed that in these cases we recommend placing two separate orders, one relating to the items immediately available and another relating to those not yet available, so as to avoid waiting, otherwise buyer accepts any delay as not attributable to us. You did not want to place either two separate orders nor any request to separate the order or remove the missing items, on the contrary you, with extreme insistence and a lot of arrogance, immediately after placing the order complained about having to wait and demanded a precise date of restocking which is obviously not possible to provide, which is precisely why the introductory note on the product page says "estimated date".
You placed the order on July 5th, the missing items arrived just over 2 weeks later but the order preparation and fulfillment process follow a chronological order, so unfortunately, you have to wait your turn.
Having received your review, made even before receiving the order itself, and above all after having already purchased from us without problems, which denotes bad faith in what described, we therefore assumed that being also so disappointed with our service, It would be very appreciated by you to immediately allow to purchase elsewhere, even though the items are all available now.
