Ebookers

No record of my booking yet charged my account. 8 emails and 5 calls later still waiting for callback!

I made a booking with ebookers after having read the positive reviews. It said the booking had gone through and that I would be receiving a confirmation email shortly. Next day no confirmation email so I called them. Apparently there was no record of my booking whatsoever! Yet they were holding money from my account.

After 4 phonecalls to them and several hours of being on the phone between them and my bank there was still aparently no record of m booking whatsoever. I explained to them that they must have my bank details and my name and address to be able to hold payment from my account. An hour or arguing later, they magically found a record of my booking but apparently it had not gone through. I asked them why not as my bank had told me they did not stop any payments and they kept telling me they did not know why but the payment would 'fall off' within 7-10 days and I could rebook then.

I told them this was not good enough as the prices of the flight had already gone up £35. They told there was nothing they could do and they could not even match the price of the flights. I said this simply was not good enough as I was now having to pay an extra £35 because of their incompetence. I was told I would receive a call back within 2-4 hours. My partner in this time rebooked at the higher price as he did not want it to go up even more and he wasn't aware that they had already charged the account and they had no record as he was at work and so was I! He just thought it had not gone through. It went straight through even though there was less money in the account so I do not understand what the problem could have been in the first place.

Four days later I have received no call back. I wish we had not booked with them at all. If this is what is happening before we've even taken off, what can we expect from the holiday?

Maybe they do it on purpose so customers end up paying more. Oh and they also charge you £10 to pay by debit card and £25 to pay by credit card which they don't show you till you reach the end page! They then also after you've booked tell you baggage check in is not included so you have to pay on top for that. It's just one thing after another.

I'm temped to report them to watchdog because I don't really understand what kind of show they are running here. I am still waiting for that call back.

Ebuyer.com

Misleading descriptions and call to return item cost me £37!!! Emails get no response!

Last year I joined a new company and I was ordering all supplies including stationairy. In order to cut costs I decided to start buying toner cartridges from ebuyer as their prices seemed the most reasonable.

It was alright a first till I ordered what they described as the 'Brother DR3200 Drum Kit 20,000 Pages'. The description clearly stated: 'This Brother DR-3200 black CARTRIDGE is compatible with the HL-5350dn and HL-5340D printers. The Dr-3200 can print up to 25,000 pages.' On the back of this description which leads you to believe the cartridge is included, as it did not say 'This Brother DR-3200 Drum Kit...' I ordered the item in advance as our HL-5350dn was beginning to run out of toner. When the toner did need replacing, I opened the box to find it is just the shell that holds the toner! No cartridge included. I double checked the description and called ebuyer as the description clearly said 'This Brother DR-3200 black CARTRIDGE...' Having a legal background I know the importance of proof and therefore took a screenshot of the desciption page.

I spent so long on hold being passed from one person to another. Even their sales staff agreed and apologised that the description confused me but told me I should have called them to clarify. Now, I found out the next day that the call had in fact cost me £37! Is that why they want us to call and clarify, so they can leave us on hold and charge bsurd rates? Anyway, I asked to speak to a senior member of staff. Again I spent ages on hold. I explained the situation to this manager who kept telling me I had 'assumed' and I should have called to clarify. I had asumed nothing, The description clearly stated: 'This Brother DR-3200 black CARTRIDGE is compatible with the HL-5350dn and HL-5340D printers. The Dr-3200 can print up to 25,000 pages.' not 'This Brother DR-3200 Drum Kit...' I told her if it was just the drum it why did it not say 'This Brother DR-3200 Drum Kit...' She kept repeating herself telling me I assumed and I should have called to clarify. I was getting nowhere and wasting my time so I asked how I could make a complaint. She gave me an email address.

Now, as soon as I got off the phone, I refreshed the page and THEY HAD CHAGED THE DESCRIPTION to say 'This Brother DR-3200 Drum Kit...'!!!! I took a screenshot. By this time I was fuming. Clearly if the description was not confusing and misleading, and there was no room to misinterpret it they would have left it as is! I called again (not knowing how much that call had already cost me) and again I spent a lifetime on hold. I finally got through to the same woman and asked her why they had changed the description as soon as I got off the phone. She kept saying again I had assumed that it would come with the cartidge. She would not give me a straight answer. I gave up and thought I will email a complaint to the email address she had given me as clearly I was getting nowhere. I emailed a complaint to the email address they had given me and I am yet to receive a reply over a week later.

The next day I found out from my boss that the first call alone had cost us £37!!! That's why they keep you leaving on hold and that is why they called to clarify. I then emailed another complaint to the same email address as I was not going to make the mistake of calling them. Again, still no reply.

I will not be buying from them ever again. We have since started ordering cartrudges from elsewhere. The prices are not worth the hassle and end up costing you more if something goes wrong.

I am seriously considering making an official complaint against them.

djr found this review useful

05 April 2013

Reply from Ebuyer (UK) Ltd.

I would firstly like to apologise for the problems you have had with this item and the description on our website.

I would also like to sincerely apologise for the delay in responding to your complaint. Unfortunately, we have had a technical issue with emails which has now been resolved and your complaint has been received and will be responded to today.

I am sorry to hear you will no longer be shopping with Ebuyer and hope we can come to a resolution through your complaint.

Kind Regards

Nikki

Ebuyer Resolution Team

Lastminute

Top secret 4* hotel is a Holiday Inn in the worst part of East End London

I had used lastminute before and recommended them to friends for their reasonably priced hotels. However on this occasion I made the mistake of booking a top secret hotel for my boyfriend's birthday. I rung them to get some help but the operator could not even find the hotel on my screen for the price that was showing on the dates. I asked for the rough location [ironic] of this hotel but wasn't allowed to be told. I gave up on the phone and decided to book the hotel online, only to find out this 4* top secret hotel was a Holiday Inn. Devastated, because I couldn't possibly take my bf to a Holiday Inn for his birthday [hardly romantic] I rung them up the second I got the email which would mean that the booking was still being processed. I was told this is non-refundable. I asked for an explanation as to how a Holiday Inn in one of the worst areas in London is a 4* top secret hotel only to be told these ratings are from a person from lastminute who goes to the hotel. Told it was non-refundable. The command of the English language from their operators or managers is not great. Can't afford another hotel after forking out £75. Thanks for ruining my boyfriend's birthday. Won't be using them again.