Cybermarket

[jude]

We ordered a bubble machine and a strobe (for Charlie and the chocolate factory if you're interested) from http://www.cybermarket.co.uk/ they estimated 48 hours for delivery, and it was 2 weeks ago and we haven't heard from them yet. We have sent emails to their tracking email address (they don't give a phone number) and haven't had anything back... Has anyone else used this company? Do you think we have any chance of getting them before Wednesday (our opening night) and is there a number that anyone knows about that isn't the Sales enquiries number?

 

Thank you.

 

 

(sorry if this is in the wrong place)

[zonino]

I'd say phone their sales and say you haven't had a reply, can they chase it up please, and can they give you a number

[The Magus]

Hi,

 

I'm sorry to hear about the trouble you're having. Did you make it clear to them that you needed the equipment on or by a particular date? Clearly they're not keen to make it easy for customers to seek help or information once they have been parted from their money! As a first step I would contact them using their sales 'phone number and insist on speaking to someone in authority. If they try to fob you off, tell them that you will complain to Trading Standards - that's almost guaranteed to provoke a response.

 

If you have no luck then I suggest that you (I) contact your local Trading Standards office, and (ii) write to Cybermarket Limited's registered office which is:

 

 

Name & Registered Office:

CYBERMARKET LIMITED

REGENCY HOUSE, WESTMINSTER PLACE

YORK BUSINESS PARK

YORK

NORTH YORKSHIRE YO26 6RW

Company No. 05238936

 

(info from the Companies House web site)

 

If you've not heard from them by Monday you will need to make provisional arrangements to hire / buy a unit from elsewhere.

 

Assuming that all your contact with Cybermart up to the time you made payment was over the internet or 'phone, your contract with them will be governed by the Distance Selling Regulations, which applies to all consumer contracts (those made other than in the course of a business). This gives you a 'cooling off' period of 7 days from the date of delivery of the goods during which you can reject them. Once you have given Cybermart notice that you wish to reject the goods they must refund your money. You are of course requiredto let them have their goods back!

 

 

If you bought the goods using a credit card as opposed to a debit card you may be able to obtiain a refund from your credit card company (who will then try to claw back the money from Cybermarket)

 

I hope this is useful. Please PM me or reply if you need any further help

[paulears]

I'd guess that the companies house address is actually their accountants, or a mail forwarding service.

[Guest lightnix]

Office of Fair Trading page on the Distance Selling Regulations.

[Stutwo]

I used this company to order a load of cheap headphones, and the order was delivered reasonably quickly and painlessly. No complaints from me.

[zonino]

how quickly is reasonably quickly? is the OP likely to get their gear in time for wednesday in your opinion?

[Stutwo]

We received the headphones 1 week after the order.

[Chris Beesley]

Copied from their "About Us" Page..

 

 

How long will it take to get to me?

Orders are normally dispatched within 48 hours. PLEASE HOWEVER ALLOW UP TO 7 WORKING DAYS FOR DELIVERY. Saturday, Sunday and Bank holidays are NOT included.

We will notify you of any change of delivery by e-mail or telephone providing that we have your correct details with the order. All order tracking enquires must be sent by email to tracking@cybermarket.co.uk

 

What will it cost?

Please refer to your checkout basket or order receipt. Delivery charges vary according to weight and value. Charges range from £3.49 upwards Please note that delivery prices quoted are for U.K mainland only.

 

What happens if you are not happy with your purchase?

Should you be unhappy with your purchase for whatever reason you may call our internet sales department on (01279) 755799, and as long as it is within 7 days of the date that the equipment was delivered to you, you will be entitled to a full refund of the cost of the goods, less a 10 percent re-stocking fee, as long as the equipment is returned in its original packaging, complete, unused and with proof of purchase from us. We do not refund delivery charges for correctly supplied goods.

[tokm]

Sorry if I'm going slightly too far off topic by asking this, but it seems like a good a time as any.

 

Does Cybermarket have the right to charge a 10 percent restocking fee for the OP's ordered items, should he be unhappy with them? I know this sounds like I'm pushing into his business, but I mean to ask this as a general question, just using this case as an example.

 

Also, what if a defect couldn't be found until the items were fully opened? Or is that diving into the realm of warranty/garentee's?

 

Tom

[Rob_Beech]

First of all, Tom.

 

Most defects can't be found until an item is opened. Providing you still have the original packaging, the invoice, and have not damaged the product yourself, this counts as COMPLETE. whether you have opened it or not.

If there is no fault a restocking fee may be charged. if there is a fault then you are working with warranty claims. usually though if an item is DOA a company will just replace it and deal with the faulty item themselves. it is only after 7 days (at best 28) that a company will make you go through the hassle of sending it for repair etc.

 

 

Jude,

Contact them by phone using some if not all of the numbers provided on these replies and on the website.

 

Also, let us know where abouts in the world you are. that way, if things go wrong and you can't get these things for the opening night we should be able to help you sort out hiring of units in the meantime.

 

 

Rob

 

 

 

edit: Jude, a reminder that this needs to be done as soon as possible. If you can't get in touch with the relevant people TODAY (monday) or they can't guarantee delivery for Wednesday then you need to organize hire TODAY (monday) or at the very latest you may be able to sort it tomorrow (tues).

I think we've all bee in a situation where we've left hiring of something a day later than we originally planned and even if its a week in advance (or longer) we've been left stranded or at least had to run around trying to sort things out from elsewhere (usually costing more money).

 

R

[jude]

I rang them first thing on Monday morning and thay said it had been despatched. The order arrived this morning full and just in time, so I guess it was a post office thing, and both work and are ready to go for tonight!

 

Thanks for all your advice though!