Lawry M.
The Customer Has The Right To Complain
I have re-written my review as I was extremely upset when I first wrote, but the experience is still negative. I bought my item via google shopping and was unaware that this group is a reseller. They do say this on their website but its not made obvious when you come in from google. Yes i complained about this and was told that they had lost money of the fulfilment of my item even though they applied $300 usd mark up on the purchase price, so suck it up princess I got told. The item is defective, didnt want to deal with The Retail Market again, so contacted Bob at Tekrefurbs who is more than helpful but he rightfully didnt want to incur the postage costs to send the item back, which is under warrant via The Retail Market. Wrote to The Retail Market twice and have been ignored. Ive since bought a replacement battery, which I will fit myself. Dont buy from them and please take note of the smart-arsed reply that will come after this post. ….. So you called me a liar, well done, trust pilot only allows one photo, I have forwarded the two emails I wrote to you, requesting assistance. You can hang them in the wall in the staff room. Wish I could display them on here for review reference. You are quick to respond to negative feedback, not so quick on customer support. Find below the invoice received from tekrefurbs that confirms the whole order cost to your business was $150 US dollars inclusive of shipping. You charged $520.49 US dollars plus vat = 570 Not bad margin of $370 for a product you didn’t hold. Im a company director myself with 30 years of professional experience and quite frankly your responses truly are the worst of any company I have ever encountered. Rarely do I get upset unless there’s a clear rip off taking place, because life happens, things go wrong, most businesses are quick to seek to resolve you are upset, but no this crowd likes to treat customers like fools. I’ve seen it in other reviews. Learn from this. just 3 weeks ago We bought a car after having conducted a pre purchase inspection and the mechanic lied in the pre purchase report, we found this out when it failed road worthy at the vehicle registry office. I sent a polite but firm email the mechanic workshop ACE Mechanics here in Melbourne, and the mechanics manager, couldn’t apologize enough, and then repaired the car himself at his own cost, $3000 in repairs. Now that was service, and I will happily endorse his business for taking responsibility for the original poor service experience. You guys should learn from this, don’t argue, fix the problem, bend over backward, you should be begging me to send the item back even now so I can keep the battery as a spare, and finally NEVER insult the customer. No I won’t be using you again. ….. Further Bob informed me that that tekrefurbs is not a fulfillment partner of your business but rather a business you found on Amazon.com (which I can’t access) and you bought the item from them, so it’s not your warranty, it’s theirs.
Response from The Retail MarketNov 2, 2023
Hi Lawry. Firstly, I would like appreciate you rewriting your review, and of course you have a right to complain, we welcome negative feedback because it means we did something wrong, and if it was on our end, we'll work on improving it, but skipping out some details is not fair to both us and other customers, and no, this is not a smart-arsed reply. We understand you may not have been aware, but I would like to believe almost all retailers are resellers in a way unless you're buying directly from the Manufacturer's website. If the item you received was defective, honestly, you simply had to reach out and we would have processed a return, we cover all returns within 60 days of delivery for free as per our return policy. This was self-punishment on our end. Again, since you keep iterating this: - Your laptop order was $520.49 - Shipping paid was $0.00 - The exact cost for this from our end was $444.99 - DHL charged us $64.11 to ship this - Our Warehouse incurred a $49.47 dangerous item fee to ship this since it contains a Lithium Ion battery. You'll do the math. Anyway, happy for you Bob was able to help you with your order, but avoiding customer support for a defective problem is not really an 'us' problem is it? And for the record, you never reached out to us after your Trustpilot review. We strive respond to all incoming tickets and reviews within 24 hours and I was unable to find any recent tickets from you concerning this. If you were not happy, you could initially asked for a return which would have processed with no questions asked, but no, you were too furious and ranted out on Trustpilot to which we responded, and now you've calmed down a bit and here we are again. But thank you for taking your time leaving a review, we're sorry it wasn't to your expectations and we wish you the best shopping online Lawry. Maybe, skip The Retail Market next time no?