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Stella D.

1
Level 1 Contributor

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2 Reviews by Stella

  • Tmart.com

3/9/15

Ordered a Tablet for my grandson for his birthday and fair enough it came in no time which was great. The minute I opened it it didnt look good. The white cover for the tablet was all creased and when I took the tablet out of the white cover sleeve it was full of dirty fingerprints and was scratched at the bottom. The charger and usb adaptor that came with it wasnt even in their plastic bags but just tied together and when switching it on it had lots of differenet hubs/routers it had been trying to connect to. Instruction Manual was all creased too. Immediately I went on their website and you can only web chat. First so called advisor asked me to switch on the tablet which i did and when went back to the live chat 2 minutes later she had ended the chat. Second advisor i was on chat for 1 hour 37 min. She told me i had to send it back and they would refund me 30% of the postage. In fact here is part of the chat we had:: Welcome to Tmart
10:11Chen Winnie: Here is the Tmart Customer Service Center. This is Winnie and it is my great honor to service you
10:12Mrs Stella: last advisor asked me to switch on tablet and check its working, i did. Was gone 2 mins max and they ended the chat. What is going on here
10:12Chen Winnie: Could you please give me your order number or email number for a better checking?
10:12Mrs Stella: i am that mad i cant even spell proper
10:12Mrs Stella: they found it last time so i am sure you can find it again
10:13Chen Winnie: For this issue, would you please help us return it first. Return shipping fee reimbursement is 30% of the item's price. Please make sure to keep all the shipping receipt before your problem being solved. The maximum of return shipping fee reimbursement is $40. Once we get the return, would you like to reship or refund.
10:14Chen Winnie: Sorry, did it useful now
10:15Mrs Stella: you are having a laugh arent you. I have bought this for my grandsons birthday which is this thursday. I bought new goods and i expect new goods. Do you want me to say to him, oh sorry, the bad company has sent you a filthy scratched already used tablet, idont think so. I have sent u the pics what more do you want
10:16Chen Winnie: We afradi that should be defective,
10:16Chen Winnie: For this issue, would you like to return it first
10:16Chen Winnie: After you return it that you can send the return tracking number and shipping receipt that we will reship a new one for you in advance3
10:17Mrs Stella i just cannot believe that you dont check the goods, that when customers send stuff back you reship them out, you can tell someone has used it as its got a list of various hubs/routers on it which doesnt relate to any on this street
10:18Mrs Stella: i dont think you are understanding this. It is my grandsons birthday on thursday. I will give him a present and you will not be able to get one here on that day if i have to ship it back and you send one out. Which bit of this conversation do you not understand
10:19Chen Winnie: 'I really understand your mood for this issue, but as you know that we have to obey the company policy
10:20Mrs Stella: yes but you also state Tmart.com has orientated itself as a leading e-marketplace in the consumer electronics products industry, by offering customers with wide and better product selection, competitive price, superior pre-sale and after-sale services, and an efficient e-procurement platform to streamline the purchasing process.
Tmart.com always pursues its on-going commitment "In an effort to provide our customers with the most innovative and efficient way to search and purchase the highest quality products in the most cost effective way."
10:20Chen Winnie: YOu are right
10:21Chen Winnie: What do you think the better solution
10:21Mrs Stella: this is not the most cost effective way. You expect me to pay money to send this used dirty product back
10:21Mrs Stella: you tell me what you think the better option is
10:23Chen Winnie: There are two solution for this issue as our company policy, 1 return it and you can enjoy shipping fee compansen 30% of the item price. 2 youcan keep i and repair it at the local shop and you can enjoy 15% of the item price as compensation
10:25Mrs Stella: to keep it and repair would cost more than any 15%, you should be offering this for half price as i will be having a field day with this on facebook and twitter
10:26Chen Winnie: Would you please help us check how much that will pay and we will check with the maager again
10:28Mrs Stella: if i paid 43.55 that would be £21.50 approx
10:30Chen Winnie: Oh, it is too much
10:31Mrs Stella Duffy: well 15% is only £6 and you cannot repair it for £6. So whats the amout you will offer
10:33Chen Winnie: I know, but it is our company policy
10:33Chen Winnie: Hope you kindly understand
10:34Mrs Stella: and it also says comes with a 8gb TF card, now where would that be as you can see from the pictures there is a usb charger and usb cable and very used english user manual
10:35Mrs Stella: and also do you send me a free returns label as i will be wanting a full refund as i need to go out and purchase a brand new one from somewhere else
10:35Chen Winnie: I really want, but the return label just for US cusrtomer
10:36Mrs Stella so you expect me to pay for the return as well

10:38Chen Winnie: We will appreciate if you could do that
10:38Chen Winnie: Return shipping fee reimbursement is 30% of the item's price. Please make sure to keep all the shipping receipt before your problem being solved. The maximum of return shipping fee reimbursement is $40.
1:39Mrs Stella: so does that mean that you also refnd my full postage cost back
10:40Mrs Stella: i would like the address to send the returns to and the address of your head office so i can make a complaint
10:40Chen Winnie: We just can refund 30% of the item price as shipping compesantion, The maximum of return shipping fee reimbursement is $40.
10:40Chen Winnie: Ok, once we get the return, would you like to reship or refund
10:40Mrs Stella: why 30%, you have sent me used goods, this is not what i paid for
10:41Mrs Stella: i certainly dont want a reship
10:42Chen Winnie: Ok, we will issue refund for you
10:42Mrs Stella: yes buit that is not answering my question on why i should pay for full shipping it back
10:44Chen Winnie: We will appreciate if you could pay the shipping fee first, Return shipping fee reimbursement is 30% of the item's price. Please make sure to keep all the shipping receipt before your problem being solved.
10:44Chen Winnie: It is also our company policy
10:45Mrs Stella i do not give a toot about your company policy. I have rights. I will not pay full or have 30% shipping goods refunded when your company has sent me damaged goods
10:46Chen Winnie: You can enjoy the full refund of the item and 30% of the item price as shipping compensation
10:46Chen Winnie: It is £43.55*30%=£13 plus £43.55
10:48Mrs Stella: i am just checking how much this will cost me to shp this back to hong kong. Pls do not finish this conversation whilst i am checking
10:48Chen Winnie: Ok
10:51Mrs Stella: well parcels to hong kong are £40+ and just checking with our royal mail. Wont be long
10:52Chen Winnie: Wow
10:52Chen Winnie: Ok
10:53Mrs Stella: ok so royal mail is £12.45. I need the adress for shipping and your complaints head office address please
10:54Mrs Stella: i am sure this would have been easier just to refund me the £13 and i keep the dirty thing
10:56Chen Winnie: OK, please give me a second
10:56Chen Winnie: Here is the return address: Tmart Unit 4, Westland Distribution Park Winterstoke Road Weston-super-mare BS24 9AB United kingdom Don't forget to write SKU#, RMA# HF0 and the order # 1503****** on the return package. After you return it that you can send the return tracking number and the picture of the shipping receipt trought the live chat. Once we check that we can issue reship or refund for you in advance.
10:57Mrs Stella: okay so do you have a contact tel no for the uk then if this is going back to the uk
10:58Chen Winnie: If it is returned to us that the system wil show that
10:59Mrs Stella: no, i am asking you for a uk tel no for customer services
11:00Chen Winnie: Oh, we have not about that
11:00Chen Winnie: We just have the address for UK
11:02Mrs Stella: so what address do i use to make a formal complaint as i will be contacting the Trading Standards dept as obviously the UK on your companys behalf is sending out used and faulty goods when clearly stating on the website they are new products so therefore this is false advertising
11:03Chen Winnie: You can make a review of the item at our site
11:04Mrs Stella: what good will a review to your site do, this is not what i have just asked you
11:05Chen Winnie: YOu can make a reveiw for this item
11:05Chen Winnie: I also have no idea about the formal complaint site or place
11:06Mrs Stella: can you not ask a manager. I have coied and pasted this conversation so far and when this is distrubted around the uk they will wonder what sort of company i am dealing with
11:07Chen Winnie: The manager have a rest now
Mrs Stella: i am sorry, i work in a multi national company called BT and I know the facts of all call centres and a manager has to be available at all times
11:09Chen Winnie: We are in China and it is 19:08, our manager are works off at 17:30
11:11Mrs Stella: well if that is the case how come during this conversation when you were deciding to offer me a refund you said you would ask your manager. Did you lie to me. That was not one and a half hours ago. It is illegal in any industry to work without the supervision of a manager so please do not make excuses as I do not believe you, sorry
11:14Chen Winnie: It is ok
11:14Chen Winnie: BUt i not a liar
11:15Mrs Stella: you told me you spoke to a manager. Did you or didnt you?
11:17Chen Winnie: We did not
11:17Chen Winnie: Due to they are leave
11:18Mrs Stella you stated earlier: Would you please help us check how much that will pay and we will check with the maager again
11:18Mrs Stella: this is what you told me, i have copied and pasted this
11:20Chen Winnie: For this issue, we don't need ask them
11:21Mrs Stella: for what issue? So if a customer isnt happy, then what do you do, just end the conversation?
11:22Chen Winnie: I mean the shipping compensation
Mrs Stella: you have already told me about the compensation. You have agreed to give me full price of the tablet + £13 shipping in full. I want to know the address to send a complaint, not post a review
11:43Mrs Stella: have you gone for a rest too?

Then there was silence for 25 minutes so i went away from the PC and after that there was a Hello and customer services ended the chat.

My daughter aged 30 was sat with me during this, we were both dumfounded and couldnt believe this had happened. Clearly this company are not interested in after service but just getting your money

Thumbnail of user tmartt
Tmart T. – Tmart.com Rep

Hi Stella D.,
Sorry for the inconvenience caused by us!
Would you please tell us the order#? Then we can handle problem for you easily.
If you have any problem, you can also contact our online service:
http://www.tmart.com/support/live-chat.html
Have a nice day!

Best wishes,
Tmart Service Team

  • Amazon

3/9/15

Bought loads of stuff of Amazon in the past and present. Never had a bad experience, rely on the reviews on the site too so I make sure I always leave a review too

Stella Has Earned 96 Votes

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