Order delivered incomplete, Overclockers does not feel responsible
Ordered two pc parts (PSU and CPU) of which only one is delivered. I have emailed several times with their customer 'service' about the issue but they do not want to offer a solution such as a refund or reship for the missing item. They claim they haven't made a mistake (have sent me a very unclear picture of someone packing something) and passed the case over to DHL (carrier). The DHL investigation I believe is still going, but it's well over 3 weeks ago since I've emailed them about the issue for the first time. Recently I got an email from Overclockers, after many emails, that I need to dispute the matter at my credit card issuer. I will certainly do that. Overall my impression is that Overclockers takes a very defensive approach when it comes to customer 'service'. Very bad.
Reply from Overclockers UK
Dear Sander,
I am very sorry to hear of the issue with receipt of your order. We have had a look into this situation and I can give you the following update:
- This was a first time order with yourself so additional security checks need to take place.
- We have also investigated further and our warehouse CCTV shows two items being packaged into your order.
- The package was weighed here and confirmed to DHL before shipment
- DHL have then confirmed the weight of the parcel was correct and matching for items in the order at receipt from OCUK and delivery at its destination
- If you are reporting a lost or stolen item then we have to follow DHL's lost parcel procedure.
I can see that the customer service representatives have informed you and kept updated for the whole procedure so I can only apologize if this was not good enough for you on this occasion. We do get frequent fraudulent attempts to claim for missing items with all couriers so we do have processes and procedures in place which we adhere too as we take this matter very seriously.
If you need anything else feel free to contact me at any time.
Regards
James Bailey