Fishpond

Rating = Terrible. Very dissatisfied with Fishpond. I pre-order a book in Jan 2020 for Jun/Jul 2020 release at $166 AUD. Weeks past the release date, my order had not shipped and the item was listed online at a much higher price (230-300 clams). Received no communication whatsoever. After enquiring about my order I was told there were "distribution problems" and that they "may not be able to even source it". If that is really true then why is it still listed as available on their site? I was not born yesterday. They know that the pre-order price was very low and now they are trying to screw over everyone who pre-ordered by pretending that it is unavailable. But actually many, many other online store have it available and ready to ship in 3 days... This is some real Stalin style tactics. I see through your little game Fishpond. I never should have deviated from BookDepository. They are the number one. You will never be as good as them. Zero stars.

Totally avoid order from this deceive website, purposely sent a defective product & stuck a note on it claiming the product had a minor damage but after their inspection, determined it's acceptable to send it to me & if I don't accept it, I'll have to take it to the post office & return for refund or exchange, which will take about 30 days or more for refund & then no mention about the exchange item sending date. It's not clear if an exchange will be provide after return, only mentioned about the refund procedure, it's a confusing information regarding refund & return. Do you want to pay a full price for a defective product that dumped on you & expecting you accepted it because the return & exchange is such a hassle, TOTALLY DECEIVING TO CONSUMERS, no wonder all reviews are 1 star & all are very negative reviews.

Order never arrived. I lost money with them. They refuse to process a refund. Please avoid, this is a scam website.

I have problem with my Fishpond account there is wrong or missing information or dollar value. I am contacting Fishpond REPEATEDLY without getting any explanation. I am receiving messages who are completely unrelated to problem or my questions.
It is absolutely horrible support.

Followed all their instructions to claim the best price guarantee as soon as I purchased the book. It was cheaper at another well-known store, so I provided the details etc. Fishpond wrote back saying: "We regret to advise that we do not price match with on sale items and specialist stores like Bookdepository.com". Book Depository is hardly specialist and they don't say anything about this in their conditions. I explained this, but they ignored my points and offered a refund, but this meant a restocking fee of 17%. After I disputed this they said they'd refund the restocking fee as a once off. Will not be buying from them again.

I had a very bad experience with Fishpond. I made two purchases online, paying with my Visa credit card. Fishpond notified me that they cannot fulfill my order, which is fine - things happen. But they also told me they cannot reimburse me through my credit card, which is weird - I purchase a lot online and never had a problem. Ok, they wanted to reimburse me through my paypal account. I gave them the details. Still -- no money back. I begin to have a very bad feeling about the whole situation.

Fishpond sent me the wrong product.

I called customer service to ask how they would remedy this, and the agent instructed me to ship the item back (at my cost), and then "they would see...".

Through email I asked for a mailing label. Fishpond never replied to that email.

Fortunately, Visa was able to claw back the charge and credit my account.

Made an order for a sakura indenti pen that was supposed to arrive some 2 months later, despite the long wait decided to go through with it because I wanted to give the company a chance. Received an email that the company had failed to stock my item and then was CHARGED a stock processing fee despite the item not even coming into stock - absolutely ridiculous, not only did I already have to wait so long already but was refused the full refund despite the product never coming? In essence, robbed of my money. Will never purchase again from this site ever.

I wouldn't recommend them for anything.

Mediocre customer service at best (coming from almost a decade of customer service from online, phone to face to face so yeah, know a thing or two about what it's meant to look like).

ZERO indication of an order I allegedly cancelled, nowhere on the online account thatthey make you sign up to in order to track the order does it show the status of your actual order (even though the button actually says track order).

Actually waiting for response from their customer service to confirm that I actually got refunded for this alleged cancellation I never initiated or have a single confirmation of). No status: cancelled/refunded. No, status: processing with seller. Literally NOTHING.

At least they only waited nearly a month to let me know that my order is cancelled and only AFTER I had to reach out and ask for any kind of update (remember, I didnt even recieve any notice of cancellation. Dug through my emails, not a single one).

Hoping i can find a way to salvage a christmas gift for a sweet 6 yr old boy in spite of fishponds apparent determination to ensure otherwise.

I'ld probably would have an easier time learning to make the product I wanted myself than expecting any helpful product or service from this company based on my experience.

I purchased a CD on the 30th of May 2021 which said it was in stock. I received email on June the 8th telling me the order had been sent. It is nearly the end of June and my order still has not arrived, it should not take this amount of time to receive a simple CD. Have made contact and had no reply not even tracking number. Will be going to ACCC this is a joke.

Amazing, what a range of goods. Compare prices. Yet some unique goods on offer are worth the asking price.

Any company that has NO customer service should be avoided. No email. No phone number. No tracking info. Ordered a book which never arrived. Had to file a claim with my credit card company

Will take you money, never send you a product and then ignore you when you try to inquire. Don't ever buy anything from them

These people are just thieves. They take your money and run. I will report them to ACCC. Bunch of $#*!s.

This company is illegally selling Be Natural Organics products and won't remove them. I am contacting my attorney and the BBB.
STAY AWAY FROM THIS COMPANY - THEY ARE NOT LEGITIMATE!

List a product as 24 quantity then they send ONE then decide to tell me to ship it back at my expense then theyll reemburse i say no i want what was listed they say NO it was meant to be one despite say 24pc

I recently bought a book from them, their site very clearly stated that the book was in stock locally and would be received before xmas, it was the only reason i bought from them as it is a xmas gift for my grandson, it also stated that if you purchased within the next hour it would be sent that day! I received an email the next day to say that it had been posted that day and the delivery date is the 3rd january next year! I then try to contact them.which is impossible.there is NO way to get in touch to ask questions.the tracking no.they gave me, doesnt appear to exist. What a shoddy way to treat customers! After reading reviews on here i highly doubt i will even get the book, i am on the aged pension and cannot afford to just loose money, i cannot afford to get the book elsewhere so my grandson wont get his xmas gift...if they were upfront they would be able to be contacted! Very very disheartening! If my book does not arrive by xmas they will definitly get the review they deserve, will never buy from them and make sure i let other people know what sort of company they are Hi dianne

Thank you for your order from Fishpond.com.au. Your order acknowledgement is below

Your Order: ******* Tuesday, 6 December 2022
Items
1x God of War - The Official Novelization
Estimated delivery date: 12th Dec - 16th Dec
$20.93
Sub-Total: $20.93
Standard Shipping: $7.95
Giftwrap (Default Colour): $2.99
Total (Incl. GST): $31.87

Shipping Address (Change

Fishpond are scam, i did order 5 new rdx fighting pants and i did received junck. Not even rdx pants, and paypal not protect buyer. Please dont buy anything from this site, becuse they send you wrong item and you responsible for shipping back to them and you have to pay so much to ship over seas.my invoce id ******* and the amount of $269.45.
And i know customer service come up with some answer but i have proof of invoice and paypal. I dont recommend this site at all. I feel i donate this money.

Update: Fishpond did handle my issue internally and I'm overall satisfied. However, I'm disappointed in the response. We are in a global pandemic and the books I ordered were for my kids while homeschooling and stuck in the house. I needed them now, not in a month+. The restocking fee is not explained on the website and the ship times are never indicated until after you've already made your purchase. If I knew how long it would take, I wouldn't have ordered. If I knew that a company would charge me a $5 restocking fee for each item, several of them costing only $7, I wouldn't have canceled the order. The response from Fishpond was tone-deaf to the situation that is currently underway in the world. All but one of my restocking fees were refunded, unsure why the last one didn't go through, but I don't care enough to fight for it anymore. I'm grateful that someone at Fishpond realized the predicament of the current worldwide shutdown and helped me out, but I'm disappointed at the complete lack of empathy from the initial response. You all need a meeting to decide what kind of company you will be-because how you treat customers during this time will determine whether or not they ever purchase from you again.

I will update this order based on the response I get from Fishpond, which is still pending. Read the other reviews, I am not alone on this! Please BEWARE. This website charges a $5 restocking fee, PER ITEM, even if you never received the item. I purchased some books after my kids' school shutdown so we could "stay inside" and I could try to curb all the screen time that was inevitable. There was no way for me to know before order how long my order would take. After ordering it said it would take a month. By the time they arrive, our local shop will probably be open and I could swing by and grab those books there. Instead I'm paying $50 in restocking fees! Unbelievable. I feel taken advantage of. I cannot afford to buy more books from a place that will deliver in a timely manner without that $50. Please help Fishpond!

Cannot believe not only did I wait over two weeks they sent me the same brand name but not what ordererd

I ordered Edens Garden Essential Oil Basic Care Set (10 x 10ml) but the wrong product arrived. Edens Garden Essential Oil Cleaning Set (6 x 10ml) was sent instead. I wrote into the customer service a week ago with 2 emails but for a return and refund but there was ZERO response from the customer care service department. To make matters worse, there is no number to contact them at.

Sending the wrong product shows so much unprofessionalism and lack of customer response makes Fishpond a very BAD online shopping website as after sales experience is very important. If I had bought from Amazon, none of this would have happened. Now not only am I unable to enjoy the essential oils as it was not what I ordered, I am not intending to purchase more until I get this issue resolved. I was shortchanged of $20 and they are ignoring the matter! And I understand there is a return and refund policy for items returned 30 days that will be entitled to the refund so they better respond soon as it has been more than the mentioned turnaround time of 30 hours!

If the customer service team does not respond to my email soon, I will be lodging a COMPLAINT very soon.

WARNING: Do not purchase from Fishpond as it has the most terrible customer service ever.

I ordered 6 dinner plates, 6 side plates, 4 bowls and 4 mugs out of a dinnerware range advertised on fishpond.com.au only to return from holiday to a number of emails from them explaining that a number of my ordered items were unavailable and that a refund had been issued. I was advised to check back in the future for availability of my refunded items only to find that they had been re-advertised at a higher price. I re-ordered the refunded items and a week later checked to see if my order had been dispatched, which it hadn't. I then searched for the items again, to see them advertised at a lesser price again (after paying an additional $8 per item than the current price). I was advised that if I were to cancel the order that had not yet been packed or shipped, that I would incur a 17% re-stocking fee! This seems unethical and borderline criminal. I am so annoyed, not only will I ever purchase from fishpond.com.au again, I will be telling anyone I come in to contact with about this appalling experience. As an online homewares trader myself, I could never imagine doing this to my customers and if I did, I wouldn't expect to be in business for long!
I have spent the last 4 days trying to correspond and negotiate with fishpond.com.au's "customer service team" and all I am doing is running around in circles and being given a standard template response - so impersonal and ineffective - but I guess this is their ploy to have you just give up! Well I have news fishpond, I won't give up! I have been requesting contact from a Manager which has gone blatantly ignored. Save yourself the headache and avoid buying fro this company at all costs!

Still no refund and no contact! It gets worse!

I bought goods and they were delivered here, i was then hit with an invoice for customs duty and a charge from the postal service which added 50% to the price of the goods. This was early april.
I contacted fishpond and told them i am not paying the amount and they will be returned to them by the post office.
I contacted them on several occasions and was told that i would get the refund as soon as they receive the goods.
It is now 20th may 2015 and i haven't had a refund.
Contacted the post office and they informed me that the goods were returned to fishpond on 18th april 2015, a month ago.
I have emailed fishpond customer services to see where we are unto and have received no reply.
They still have my money!
No replies or email.

Update: received a reply today that they are going to refund me my money. Strange they reply after i leave a review! Will update when they do refund

Dear fishpond
My Order Number #*******
I haven't received it yet, my card details have changed since the purchase and i updated straight away. It says on the site my refund has been paid back but as yet they haven't. The card number ends in 2012
Thanks for your reply.

As expected, i sent the details and once again no reply. Thats why they don't have a number to phone. Still received no refund

I have emailed you 3 times today and received no replies to any of them. And still no refund!

Finally had a reply via email, this time they have refunded to a card that no longer exists. I was pretty open in my emails that this card no longer exists as it was compromised the reply i got is this

"Hi Matthew,

We can confirm that we received the returned item and a successful refund was processed to your credit card on 21/05/2015.

Our system was created in such a way that the credit card details can't be changed/updated after the order was marked as shipped.

Kind regards
Juanita

Customer Services Team
Fishpond.com"

What is the point of having a facility to update your details (that don't really update your details?"
Still no reply to my last email and still no refund as it doesn't really exist anywhere!

What Is the point. They paid it into an account that is in dispute despite repeated emails telling them where it should go to!

Still no reply after 2 days, they are bot going to rectify this.
I feel that customer service means nothing to them.