Friday, October 14, 2005
Hiding behind the virtual shopfront
Online shopping is generally great. It's convenient, easy, and you can often get a good price. But when things go wrong, it's all too easy for companies to hide behind their virtual shopfront, either not responding to emails or responding badly. Companies like dabs, who operate a 'no telephone' policy are particularly tricky to complain to, since the only way to do this is to use their Feedback mechanism on their site, which isn't really a way of making a formal complaint.
I bought some monitor cables from dabs and when they arrived there was a very important detail on the packaging that was not on the dabs web page: the cables won't work with 17" monitors or larger. I asked to return them, saying that the product was misadvertised. No, say dabs, it's your responsibility to ensure the product is as required when you place your order. How can I do that, I asked, if you omit important information? Dabs say, it's your responsibility...
The cables weren't expensive, but I'm cross now so dabs might get a few letters. Their emails are clearly formulaic, and do not address the specific issues raised in my messages. I won't be shopping there again.
Online shopping is generally great. It's convenient, easy, and you can often get a good price. But when things go wrong, it's all too easy for companies to hide behind their virtual shopfront, either not responding to emails or responding badly. Companies like dabs, who operate a 'no telephone' policy are particularly tricky to complain to, since the only way to do this is to use their Feedback mechanism on their site, which isn't really a way of making a formal complaint.
I bought some monitor cables from dabs and when they arrived there was a very important detail on the packaging that was not on the dabs web page: the cables won't work with 17" monitors or larger. I asked to return them, saying that the product was misadvertised. No, say dabs, it's your responsibility to ensure the product is as required when you place your order. How can I do that, I asked, if you omit important information? Dabs say, it's your responsibility...
The cables weren't expensive, but I'm cross now so dabs might get a few letters. Their emails are clearly formulaic, and do not address the specific issues raised in my messages. I won't be shopping there again.
Comments:
I have also had bad experiences with DABS and haven't used them for years after they made it difficult to return faulty items.
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(c) 2003-2005 Russell Beale
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