Bad customer service at ereader-store.de

Ubix · 07-26-2016, 04:47 AM

Hi,

I am writing here because, I feel that this is the only opportunity for me to get in touch with people from ereader-store.de. They simply don't answer my emails.

On, 16th of June, I ordered the Onyx Boox Max. At the time of the order, there was a notification that the lead time could be up to 4 weeks. Fine, meaning that I was supposed to receive the ebook reader on 14th of July. That did happen. On 18th of July, I received a notification that the ebook reader is shipped and expected to be delivered on 20th of July. That also did not happen. Then, I called UPS and they told me that the sender just created a label for the parcel, but did not give them any parcel at all!!!!
So, ereader-store.de is saying that the ebook for shipped, however UPS is saying that they have not received anything. This is a really bad service from ereader-store.de. And the worst think is that ereader-store.de simply ignores my mails.

Dr. Drib · 07-26-2016, 10:22 AM

I'm beginning to suspect this may be a cultural issue [not returning emails], rather than one related to incompetence vis-à-vis business.

You should call your credit card company and immediately stop payment on this, or go through the process of getting your money back with your credit/bank company.

Phogg · 07-26-2016, 10:48 AM

Quote:

Originally Posted by Dr. Drib

I'm beginning to suspect this may be a cultural issue [not returning emails], rather than one related to incompetence vis-à-vis business.

You should call your credit card company and immediately stop payment on this, or go through the process of getting your money back with your credit/bank company.

I feel constrained to point out that in a global market it is not possible to retain a habit of not returning customer emails for any reason (including culture) without being incompetent.

I say this as a customer of the store in question.

Dr. Drib · 07-26-2016, 12:00 PM

I was attempting to be generous.

My second email with them has never been returned.

medwatt · 07-26-2016, 02:17 PM

Surprisingly, my last email to them was this month about the global emboldening feature in current ROMs and they replied 3 days later.

Randy11 · 07-26-2016, 02:45 PM

Maybe, the persons in ereader-store.de have changed and the current 'Booxtor' could be not the the 'Booxtor' during the M92 period...

rkomar · 07-26-2016, 03:30 PM

Quote:

Originally Posted by Randy11

Maybe, the persons in ereader-store.de have changed and the current 'Booxtor' could be not the the 'Booxtor' during the M92 period...

Or maybe it's vacation time, and Booxtor is off with the family away from the computer.

Cinisajoy · 07-26-2016, 07:18 PM

When did you email them?
It is entirely possible to have a week's wait for a response.
Also it is entirely possible they decided to send USPS instead.
When ordering from overseas always allow 6 to 8 weeks in case it got held up in New York.

Ubix · 07-27-2016, 04:45 AM

I was contacted by e-reader.de. They are saying that the UPS label was ordered before they actually received the ebook from China. So, I have to wait some more days.

Dr. Drib · 07-27-2016, 06:13 AM

Quote:

Originally Posted by Ubix

I was contacted by e-reader.de. They are saying that the UPS label was ordered before they actually received the ebook from China. So, I have to wait some more days.

Let's hope they were contacted because of negative feedback here on Mobileread. Tiny ebook businesses cannot survive with this type of continued behavior.

Would you like your title's misspellings and typos corrected?

Don
(Moderator)

Ubix · 07-27-2016, 08:03 AM

Quote:

Let's hope they were contacted because of negative feedback here on Mobileread. Tiny ebook businesses cannot survive with this type of continued behavior.

I think yes.

Quote:

Would you like your title's misspellings and typos corrected?

Yes, please.

Randy11 · 07-27-2016, 09:14 AM

Quote:

Originally Posted by Dr. Drib

Let's hope they were contacted because of negative feedback here on Mobileread.(Moderator)

I hope that you are right, that the forum has a real effect in the situation's evolution.

underscore · 07-27-2016, 04:08 PM

Quote:

Originally Posted by Dr. Drib

[COLOR="Green"]Let's hope they were contacted because of negative feedback here on Mobileread. Tiny ebook businesses cannot survive with this type of continued behavior.

Unfortunately it's not that we have much choice once we decide to go for an Onyx Boox reader.

Skaary · 07-30-2016, 06:31 AM

Hi,

unfortunately I have the same issue. Ordered on the 11th of June, supposedly got shipped on the 18th of July and still nothing (I'm from Germany). Sent them an e-mail 5 days ago asking if they've even shipped the reader yet but no reply so far.

The huge delay really is annoying to be honest but the real problem for me in this case is that I'll be moving out of my apartment at the beginning of next week, so I don't know what to do now.

Dr. Drib · 07-30-2016, 06:41 AM

Quote:

Originally Posted by Skaary

Hi,

unfortunately I have the same issue. Ordered on the 11th of June, supposedly got shipped on the 18th of July and still nothing (I'm from Germany). Sent them an e-mail 5 days ago asking if they've even shipped the reader yet but no reply so far.

The huge delay really is annoying to be honest but the real problem for me in this case is that I'll be moving out of my apartment at the beginning of next week, so I don't know what to do now.

If you're living in the U.S.A., you can go to the main post office in your area and fill out a Forwarding Address form.

If you don't know where you'll be going (at this point in time), then you should have it sent to a friend whom you trust.

If you live in a different country, then I have no advice for you.

--- Your user name really does fit this occasion, unfortunately!

07-26-2016, 04:47 AM	#1
Ubix Junior Member Posts: 3 Karma: 10 Join Date: Jul 2016 Device: boox max	Bad customer service at ereader-store.de Hi, I am writing here because, I feel that this is the only opportunity for me to get in touch with people from ereader-store.de. They simply don't answer my emails. On, 16th of June, I ordered the Onyx Boox Max. At the time of the order, there was a notification that the lead time could be up to 4 weeks. Fine, meaning that I was supposed to receive the ebook reader on 14th of July. That did happen. On 18th of July, I received a notification that the ebook reader is shipped and expected to be delivered on 20th of July. That also did not happen. Then, I called UPS and they told me that the sender just created a label for the parcel, but did not give them any parcel at all!!!! So, ereader-store.de is saying that the ebook for shipped, however UPS is saying that they have not received anything. This is a really bad service from ereader-store.de. And the worst think is that ereader-store.de simply ignores my mails.

07-26-2016, 10:22 AM	#2
Dr. Drib Grand Sorcerer Posts: 45,321 Karma: 59447733 Join Date: Jan 2007 Location: Peru Device: KINDLE: Oasis 3, Scribe (1st), Matcha; KOBO: Libra 2, Libra Colour	I'm beginning to suspect this may be a cultural issue [not returning emails], rather than one related to incompetence vis-à-vis business. You should call your credit card company and immediately stop payment on this, or go through the process of getting your money back with your credit/bank company. Last edited by Dr. Drib; 07-26-2016 at 10:26 AM.

07-26-2016, 12:00 PM	#4
Dr. Drib Grand Sorcerer Posts: 45,321 Karma: 59447733 Join Date: Jan 2007 Location: Peru Device: KINDLE: Oasis 3, Scribe (1st), Matcha; KOBO: Libra 2, Libra Colour	I was attempting to be generous. My second email with them has never been returned. Last edited by Dr. Drib; 07-26-2016 at 04:17 PM. Reason: 'as' to 'has'

07-30-2016, 06:31 AM	#14
Skaary Junior Member Posts: 1 Karma: 10 Join Date: Jul 2016 Device: Onyx Boox Max	Hi, unfortunately I have the same issue. Ordered on the 11th of June, supposedly got shipped on the 18th of July and still nothing (I'm from Germany). Sent them an e-mail 5 days ago asking if they've even shipped the reader yet but no reply so far. The huge delay really is annoying to be honest but the real problem for me in this case is that I'll be moving out of my apartment at the beginning of next week, so I don't know what to do now. Last edited by Skaary; 07-30-2016 at 06:36 AM.

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07-26-2016, 02:17 PM	#5
medwatt Zealot Posts: 147 Karma: 87723 Join Date: Jan 2011 Location: Kuiper Belt Device: Kindle 3 (dead); Nook ST (dead); Sony PRS-T1; Onyx i86+	Surprisingly, my last email to them was this month about the global emboldening feature in current ROMs and they replied 3 days later.

07-26-2016, 02:45 PM	#6
Randy11 Wizard Posts: 1,138 Karma: 1577094 Join Date: Oct 2008 Device: Samsung EB60, Onyx M92, Onyx Max2	Maybe, the persons in ereader-store.de have changed and the current 'Booxtor' could be not the the 'Booxtor' during the M92 period...

07-26-2016, 07:18 PM	#8
Cinisajoy Just a Yellow Smiley. Posts: 19,161 Karma: 83862859 Join Date: Jul 2015 Location: Texas Device: K4, K5, fire, kobo, galaxy	When did you email them? It is entirely possible to have a week's wait for a response. Also it is entirely possible they decided to send USPS instead. When ordering from overseas always allow 6 to 8 weeks in case it got held up in New York.

07-27-2016, 04:45 AM	#9
Ubix Junior Member Posts: 3 Karma: 10 Join Date: Jul 2016 Device: boox max	I was contacted by e-reader.de. They are saying that the UPS label was ordered before they actually received the ebook from China. So, I have to wait some more days.