DHL --> sent problem - Page 2

ornillo · 01-23-2009, 01:02 PM

have again lost!!!! 2 others!!
DHL is the culprits! (they acknowledge guilt when i call)
the package to be lost again between France or Greit Britain, but has not come to spain!!
someone who works at DHL have our readers in your home!!!
I can not believe, is incredible!

i send the gifts of Christmas in summer!

DHL = incompetent

salle · 01-27-2009, 05:01 PM

I would not recommend Waterstones.
Your stories sound very familiar to me.

During the christmas holidays I started to get really interested in purchase a Sony 505, so I started to do some research. Since I live in Sweden the cheapest and fastest way to get one was to order from the UK I concluded, and Waterstones seemed like a serious shop/company.

So I placed my order in the beginning of january. After 2-3 days I got an email saying that my package was shipped (yay!), it should take 3-5 days to deliver according to them. The money was charged from my VISA when the package was "shipped". After 7 days I sent them an email asking about my package and requesting a tacking number (I payed extra for faster delivery). 2 days later I got an answer that they where looking in to it and couldn't provide any tracking number. Then I kept mailing them and they answered 3 days later with no information every time. I also called them, but with no more success.

Now I have been waiting 21 days (was shipped according to them jan 6) and still no package, the last mail they sent me they told me that they can't refund or resend my package until 30 days after the package was registered.

So I got tired of waiting and order the Sony 505 from B&H ( www.bhphotovideo.com ) in the US yesterday. And they have already sent my package and I got an email with the tracking information that I can use to track the package on UPS homepage. The problem of ordering from the US to Sweden is that the package can get stuck in customs and you have to pay extra fee, but I am so tired of waiting on the package from Waterstones so I wanted to take a chance in order to get the reader...! Hopefully I will be able to get my money back from Waterstones in a few days, weeks or months..

Just wanted to share my experience, I will be a happier person once I receive my Sony Reader

igorsk · 01-28-2009, 05:16 PM

Just call your bank and do a chargeback.

salle · 01-29-2009, 07:03 PM

Since I don't need the money right away I think I'm gonna wait until the 30 days have passed and claim a refund, but if there's a problem I will definitely look into that. Thank's for the tip.

My package from B&H is in germany now BTW, if I am really lucky I will receive it before the weekend

not holding my breath though.

HarryT · 01-30-2009, 02:23 PM

Quote:

Originally Posted by salle

I would not recommend Waterstones.
Your stories sound very familiar to me.

It hardly seems fair to blame Waterstones for the fact that DHL lost the original poster's packages!

MerLock · 01-30-2009, 02:36 PM

Quote:

Originally Posted by HarryT

It hardly seems fair to blame Waterstones for the fact that DHL lost the original poster's packages!

Whose responsible in making sure the package arrives to the customer once it's been shipped? DHL or should Waterstone be the responsible party in following up on any missing items? If the responsibility falls on Waterstone and they aren't doing enough to make sure the device gets to the customer, then it still might be fair to blame Waterstone. If not, perhaps they should find a different shipping service, one that can hopefully provide a tracking number.

HarryT · 01-31-2009, 03:40 AM

Quote:

Originally Posted by MerLock

Whose responsible in making sure the package arrives to the customer once it's been shipped?

DHL, clearly. One cannot reasonably hold someone "responsible" for something that is completely outside their control. Waterstones have no "control" over DHL.

As a seller, my responsibility ends when I hand the package over to the courier.

maggie* · 02-01-2009, 07:34 AM

I got one PRS-505 from Waterstones in Novembre and there was no problem. I used normal mail (not DHL) it took about 10 working days. I'm not sure, because when it arrived I was away, it probably spent some days in my mailbox (blame it on Correos españoles...) but luckily nobody stole it...

I guess that closer to the holiday season they started having problems...

relexe · 02-01-2009, 07:42 AM

I ordered mine from Waterstones (I chose surface mail from the options Waterstones displays) and i am also from Spain, DHL delivered it to me in 7 or 8 days with no problem. Bad luck, sorry.

salle · 02-01-2009, 07:56 PM

Quote:

Originally Posted by HarryT

DHL, clearly. One cannot reasonably hold someone "responsible" for something that is completely outside their control. Waterstones have no "control" over DHL.

As a seller, my responsibility ends when I hand the package over to the courier.

Perhaps DHL lost the package, but Waterstones didn't handle the problem very well. Slow email responses (3 days) with no answers, it took over a week to get any information. They should have received some tracking-number from DHL when the package was sent, and be able to use that to get some info from DHL what the status was. Now they had no idea what have happened it seemed. Just wait 30 days...

When I ordered from B&H I emailed them some questions first and got answers 10 minutes later on every of the three mail I sent. Then I got a tracking-number the next day when the package was sent. That's how it should be. I have been tracking the package on the UPS site since than, and it got to sweden on friday, so tomorrow I should receive it

igorsk · 02-01-2009, 08:39 PM

Quote:

Originally Posted by HarryT

DHL, clearly. One cannot reasonably hold someone "responsible" for something that is completely outside their control. Waterstones have no "control" over DHL.
As a seller, my responsibility ends when I hand the package over to the courier.

And I would never shop again with such a seller.
As a customer, I don't care if the package was lost by the seller or the courier or the postman. All I know is that they have my money and I don't have my goods. How they solve it is not my problem.
Waterstones might have no control over DHL, but they surely can send another package, possibly with another courier.

MerLock · 02-01-2009, 09:06 PM

Quote:

Originally Posted by HarryT

DHL, clearly. One cannot reasonably hold someone "responsible" for something that is completely outside their control. Waterstones have no "control" over DHL.

As a seller, my responsibility ends when I hand the package over to the courier.

Even though loosing the package through DHL is outside the control of Waterstones. I think Waterstones can still do a better job in helping the customer find the package or replacing it within a reasonable time.

I do a lot of ordering for the company I work with and when I've had problems receiving an item, they've all helped me track it down or replace it. I think that's just good customer service and will help retain my business.

pozo · 02-02-2009, 10:06 AM

Quote:

Originally Posted by HarryT

DHL, clearly. One cannot reasonably hold someone "responsible" for something that is completely outside their control. Waterstones have no "control" over DHL.

As a seller, my responsibility ends when I hand the package over to the courier.

As someone else above, I tend to disagree. The contract between buyer ('you') and seller (Waterstones) is that 'Waterstones shall deliver x at price y to you'. How they do it is their concern, you're paying them to get an item at home. The company's boss my deliver it to you on his bike, they might send it per boat, air, bird, whatever, that's for them to decide. They select DHL, so they are responsible to make sure that DHL delivers the goods to the customer.

It's true that they have in their agreement (terms and conditions on the help page)
c. You will become the owner of the goods you have ordered when the goods are despatched to you from our distribution centre.

I have my doubts on that however, I'm not from the UK but such a condition is unlawful in the Netherlands (for Dutch companies, but I believe it's an EU rule). The product is yours from the moment you or a representative sign for delivery and not a moment sooner. It's not really uncommon for companies to include such things in their terms while they know better, they use it as a false argument against the (uninformed) customer if needed.

I do hope mine gets here faster by the way :-O Ordered yesterday, now my 'order is being processed', I can't find on the site whatever that may mean for how long it's going to take before they ship it. In my experience products from the UK get here in 2 days, so I hope I'll get it this week :-)

igorsk · 02-02-2009, 06:10 PM

Here's what a seller's response should be:

Quote:

Hello Igor,

We are sorry to hear that you have not received your order yet Invoice
#ONNNNNN, since this item is all ready in the lost shipment status, we would
be more than happy to provide you with a replacement. I will send you an
e-mail confirmation as soon as the replacement order is ready to ship out.
Please keep us posted if you receive the original package. Thank you!

best wishes,

I would gladly recommend such seller to anyone (this is dvdpacific.com btw).

mrwell · 02-06-2009, 09:34 AM

Hi,
they replaced my orden on Jan the 23rd... I hope next week will be the one

I achieve to have the ereader I bought. A reader that now cost less money that 2 month ago, when I paid for it.

Waterstones can use normal mail but the have to asure that it's certified mail (maybe a little more expensive, I know), I mean the mail service has to provide Waterstones a tracking number to avoid this to happen!

I'm thinking about what to do it this second item doesn't arrive...

01-23-2009, 01:02 PM	#16
ornillo Member Posts: 19 Karma: 10 Join Date: Dec 2008 Location: Barcelona Device: Sony PRS 505	have again lost!!!! 2 others!! DHL is the culprits! (they acknowledge guilt when i call) the package to be lost again between France or Greit Britain, but has not come to spain!! someone who works at DHL have our readers in your home!!! I can not believe, is incredible! i send the gifts of Christmas in summer! DHL = incompetent Last edited by ornillo; 01-23-2009 at 01:05 PM.

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01-27-2009, 05:01 PM	#17
salle Junior Member Posts: 3 Karma: 10 Join Date: Jan 2009 Location: Sweden Device: Sony 505 soon	I would not recommend Waterstones. Your stories sound very familiar to me. During the christmas holidays I started to get really interested in purchase a Sony 505, so I started to do some research. Since I live in Sweden the cheapest and fastest way to get one was to order from the UK I concluded, and Waterstones seemed like a serious shop/company. So I placed my order in the beginning of january. After 2-3 days I got an email saying that my package was shipped (yay!), it should take 3-5 days to deliver according to them. The money was charged from my VISA when the package was "shipped". After 7 days I sent them an email asking about my package and requesting a tacking number (I payed extra for faster delivery). 2 days later I got an answer that they where looking in to it and couldn't provide any tracking number. Then I kept mailing them and they answered 3 days later with no information every time. I also called them, but with no more success. Now I have been waiting 21 days (was shipped according to them jan 6) and still no package, the last mail they sent me they told me that they can't refund or resend my package until 30 days after the package was registered. So I got tired of waiting and order the Sony 505 from B&H ( www.bhphotovideo.com ) in the US yesterday. And they have already sent my package and I got an email with the tracking information that I can use to track the package on UPS homepage. The problem of ordering from the US to Sweden is that the package can get stuck in customs and you have to pay extra fee, but I am so tired of waiting on the package from Waterstones so I wanted to take a chance in order to get the reader...! Hopefully I will be able to get my money back from Waterstones in a few days, weeks or months.. Just wanted to share my experience, I will be a happier person once I receive my Sony Reader

01-28-2009, 05:16 PM	#18
igorsk Wizard Posts: 3,442 Karma: 300001 Join Date: Sep 2006 Location: Belgium Device: PRS-500/505/700, Kindle, Cybook Gen3, Words Gear	Just call your bank and do a chargeback.

01-29-2009, 07:03 PM	#19
salle Junior Member Posts: 3 Karma: 10 Join Date: Jan 2009 Location: Sweden Device: Sony 505 soon	Since I don't need the money right away I think I'm gonna wait until the 30 days have passed and claim a refund, but if there's a problem I will definitely look into that. Thank's for the tip. My package from B&H is in germany now BTW, if I am really lucky I will receive it before the weekend not holding my breath though.

02-01-2009, 07:34 AM	#23
maggie* PRS addicted... Posts: 43 Karma: 34 Join Date: Feb 2009 Location: Madrid, Spain Device: PRS-505	I got one PRS-505 from Waterstones in Novembre and there was no problem. I used normal mail (not DHL) it took about 10 working days. I'm not sure, because when it arrived I was away, it probably spent some days in my mailbox (blame it on Correos españoles...) but luckily nobody stole it... I guess that closer to the holiday season they started having problems...

02-01-2009, 07:42 AM	#24
relexe Junior Member Posts: 5 Karma: 10 Join Date: Feb 2009 Device: 505	I ordered mine from Waterstones (I chose surface mail from the options Waterstones displays) and i am also from Spain, DHL delivered it to me in 7 or 8 days with no problem. Bad luck, sorry.

02-06-2009, 09:34 AM	#30
mrwell Junior Member Posts: 8 Karma: 10 Join Date: Dec 2008 Device: SONY PRS-505	Hi, they replaced my orden on Jan the 23rd... I hope next week will be the one I achieve to have the ereader I bought. A reader that now cost less money that 2 month ago, when I paid for it. Waterstones can use normal mail but the have to asure that it's certified mail (maybe a little more expensive, I know), I mean the mail service has to provide Waterstones a tracking number to avoid this to happen! I'm thinking about what to do it this second item doesn't arrive...

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