STRESS AND GRIEF AFTER I LOST MY BABY'S PRODUCTS THANKS TO EZBUY

Beware of the famous “EZBUY aka 65daigou”

Dear buyers and shoppers of Singapore,

Please be careful whom you use as your forwarder. Make sure you learn and read all the conditions before you use them.

My story:

As being 8 months plus pregnant, of course I want to save money on certain things as everyone know having a baby in Singapore is not cheap. Like most people, I will go to “taobao” to purchase some of the baby things. In June, I use ezbuy Prime service (there was promotion on 65 eday & I got free prime voucher) to ship some items to be use for my wedding in July. Thinking that I ship 1 month early, item should be able to arrive on time, right? To my surprise, the item took 2 months to reach. So basically, it arrived after my wedding, I had no use of the item, after weeks of attempts to complaint to ezbuy through email, they finally offer a refund and return of the item to their office. It is not a big sum then; the item cost only $20+

Had the first bad experience, I learnt my lesson. So, when I knew I was
pregnant, I went to taobao to buy some things like, baby towels, baby
clothing, baby cot organizers, air purifiers, some toys and bags, and I told
myself this time I must ship earlier, in case they messed up again. So, I
shipped them in SEPT, when my due is in DEC. This parcel was scheduled to
arrived on the 24th Oct. Which I thought, plenty of time right? Even if I
deliver early I will have some extra time.

On 23rd, I receive notification from ezbuy, and I arrange delivery for that
parcel on 24th, which they split into 2 parcels, total weight up to 37kg,
along with another parcel, total of 3 parcels. On 24th, the driver came down
and delivery only ONE PARCEL. And he merely just left it in my office and
left. No signature or acknowledge of the parcel was signed, be it on paper or
on Handphone. Which ezbuy normally offers us to do, I have been a loyal
customer over the years.

So, when I double-checked and opened all parcel, I was shocked to see so many
missing items!!!! I immediately called the hotline, and someone assured me
that they would look into it and call me back. As they claimed, “through
system, they can see all the parcels have left the warehouse”. I waited and
waited, no such calls were returned to me. So, I went to online chat on the
27th, and GUESS WHAT? The CSO on the chat told me, there is NO SUCH RECORD OF
MY ISSUE, and told me to send in email instead as there is nothing he could
do over his end.

I GOT SO FED UP, I called the hotline again, and after long wait finally
someone answer my call. The lady, who answered my call, told me ezbuy needed
more time to investigate. I express my concern to her. She reassured me she
has left a note to the team in charge and will get back to me. After I hung
up, I thought, over calls there is no evidence, so I took an effort to write
a very long email to ezbuy, with attached screenshots of all my purchase
records, value, and conversation on online chat with the CSO.

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The total value of my items was: 1809.90 RMB (I have all the screenshots I
took from taobao) which estimated to be $393.46 as per ezbuy site’s
currency. The shipping cost of the parcel (inclusive of GST & home delivery
fee) was $92.39, they refunded $3.60 when they shipped out from china due to
repack, so it will be $88.79.

Total these two parcels cost me $482.25.

After days of calling daily, pestering their CSO at online chat daily for a
reply. Everyday the answer I get from them is, “they will inform the team
and get back to me”

On the 9th November, finally I receive a call from EZBUY! But the lady told
me, she is merely calling back to customer who had left a miss call, and she
noted that my email with all screenshot evidence is received on their end.
And will try their best to get back to me as soon as possible. LOL AT EZBUY.
FROM 27th to 9th YOU ONLY CAN TELL ME YOU HAVE RECEIVED MY EMAIL? THEN WHAT
THE HELL HAVE YOU BEEN DOING LAST FEW DAYS??????

13th November, I finally received a reply on my email, after I left a message
via their app “talk to us” function, which I asked them, is it until I
bring this case to media then ezbuy will finally attend to my issue. They did
not reply to that, they reply via email. And guess what is the reply?

AS PER OUR POLICY, THE DECLARED VALUE IS COMPARE WITH ACTUAL VALUE, THE LOWER
ONE WILL BE USED AS COMPENSATION, CAP AT 100SGD, WHICH IS STATED ON PAGE & WE
SEEKING YOUR KIND UNDERSTANDING.

Lai I clap for you ezbuy, after weeks of investigation this is your reply?
So, you telling me, we use your service we must make sure our parcel each is
below $100? So, in event of lost parcel, we will not lugi? OKAY FINE. IF THIS
IS YOUR REPLY, I go to your so call “page” and search for this terms and
condition. AND GUESS WHAT I FIND THIS TIME?

Yes, you did state your terms and condition. But that is for parcel lost
during international shipping or loss of parcel before/after reaching oversea
warehouse. MY CASE IS MY PARCEL ALREADY REACH SINGAPORE WAREHOUSE AND WAS
LOST DURING LOCAL DELIVERY. You don’t come give me official standard reply
and try to get over with it.

And on top of that, you mentioned as per your system, one of the box has been
delivered to my address. HELLO? If I have received one out of two parcel, I
wouldn’t be pestering you every single day for update, right? I want the
items more than refund, if I did receive one of them, WHY WOULD I BOTHER TO
LIE ABOUT IT??????? Can your customer service at least use some brains before
replying emails?

Current 11/11, I still go and make close to $3000 purchase from you. And even
though there are still so many issues I encounter on 11/11 which I haven’t
even go to it. Your down website, ezbuy claim out of stock and refund me
(even though I double confirm with taobao seller there is stock after you
cancel my orders), now I am more worried. Later just one of my parcel go
missing, the I also LL SUCK THUMB AND ACCEPT $100 compensation for near 3k
purchases? And you promise to honour the price difference for orders that was
checked out before 9pm. How not surprise I am to receive sms notification
asking me to top up the price difference now? Tried to contact your customer
service, online chat (the CSO just disappear suddenly), facebook (say will
get back to me as usual but never), in app talk to us (say will get back to
me as usual but never).

Buyers, please take my lesson as a lesson too. Please be careful what item
you use ezbuy to buy, and especially, please be careful using their service.
This is how they treat a loyal customer. Please inform your friends and
family too. Do not fall as a victim like me on this case.

This is so unfair to us buyers who trusted you and uses your service. Right
now, I need to re purchase all my baby items in Singapore and higher cost &
must do it soon because my son will pop out anytime. Thanks to you. Instead
of saving cost, I am doubling my cost and make me go through so much stress
and hassle.

SUPER UNHAPPY CUSTOMER OF EZBUY
A.S.S. Contributor

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