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Online purchase nightmare

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Kim_berly
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Kim_berly posted on Fri, Oct 14 2016 8:24 PM

Hello all,

I'm new to this forum, so if this is not the right place for this inquiry, I apologize and please point me to the right direction.

I'm from Toronto, Canada. A couple weeks ago, my husband bought two H8 headphones through beoplay.com. It's supposed to be free shipping and returns for purchases made through their website; however, when the package arrived, there was a Charge on Delivery of about $250. We didn't pay and we emailed B&O to inquire about it.  However, it's been two weeks, and we've sent out a few emails to ecom-support-US@beoplay.com but have yet to receive any response. We check both the email Inbox or Junk folder. I've also been messaging back and forth with a customer service rep on instagram as well as emailing their support in Denmark, but it's basically been going in circles of them forwarding my email to ecom, and us emailing ecom again, and going back on Instagram to let them know that nobody from ecom has gotten back to us, and then them telling us to email again...

UPS told us that there could be an error in how the sender declare the tax when shipping out the order (we had already paid for the tax when making the purchase online), and they told us to contact the sender to get this corrected. But it seems like we've come to a dead end because B&O (ecom) is not replying to our emails. At this point, UPS still has our package, and the charge on the purchase has already gone through on our credit card, and also, we might even have passed the deadline to return the headphones when we do get them and if we're not happy with them (honestly, at this point, I'm so disappointed that I don't want any of their products anymore). 

Would anyone know who I can contact at this point besides ecom and customer service in Denmark? I've asked for a contact of a manager who looks after online sales, but they simply told me to email the complain to customer service and they'll forward it on.

Has anyone had a similar experience and could advise me what to do? I understand they just started shipping to Canada in September; thus, they sent out a 10% off voucher code to promote it (and I took the bait).  Any advise would be greatly appreciated.  Thank you.

Kim

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Kim_berly
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@ Paul W. Thank you for your empathy. 

jk1002
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jk1002 replied on Sun, Oct 16 2016 12:22 AM

Hi,

the terms and conditions on the website are not consistent, in the terms itself they do not list the United States either but obviously they have a warehouse there and sell and ship. If you check the FAQ, there they have USA listed so .... its just sloppy on the website.

The do sell to canada, have canadian prices & tax on the website if you change the shipping country they have everything for canada set up. You have to set up tax calculation for canada, they wouldnt have done that if they wouldnt ship.

I think they just messed up and giving how large the Canadian market is its probably a one time incident.

I don't think you have to worry about this. You could try replying to your order confirmation otherwise contact UPS to return to sender. They probably refund automatically when the product gets back to the wartehouse but otherwiuse contact cred card company.

That said, shame on B&O Denmark for not helping here. Obviously if there is no response from that email that grans a follow up from their site. Bad service.

That said, I had good experience from Abt.com as well. I got the H5, they had a first time order coupon taking 25$ off plus no tax, so I saved 50$ overall compared to Beoplay. That said, B&O kept delaying the fulfillment  of the  ABT wholesale order since the H5 was selling like hotcakes initially but Abt.com kept me up to date multiple times so no complains here.

Sorry for the bad experience you got ... Again shame on B&O Denmark for not helping

 

 

 

 

 

Kim_berly
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@jk1002. I did notice the inconsistent information on their website. For such a big company, you think they would update it regularly... The confirmation email is a non-reply email. And after talking to Visa today, they told us not to just refuse the package because it could go back blind without tracking, and we would have no way to dispute it if the sender claims they didn't receive it. 

I'm glad it worked out on your purchase with the local dealer! 

Marcello
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B&O or the courier company screwed up.

I'm in Switzerland, from an import perspective it's the same as Canada (i.e. outside of the EU). Prices in CHF on the Beoplay store are final, including taxes, they are the same as if I went to a local B&O dealer.

What happened to you is that your goods were not sent DDP (Delivery Duty Paid). This happened to me a couple of years back. I got a Kindle from Amazon Germany, paid the Swiss VAT (Import Fees deposit) on Amazon during the order, and I still got a bill from DHL for VAT import, custom duties and handling.

I objected to DHL and they referred me to Amazon. Amazon said that DHL should have not charged me but being Amazon they refunded the whole amount that DHL charged me without blinking.

And this is what B&O should do... it's incredible they have not answered yet and that they do not provide phone support.

jk1002
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jk1002 replied on Sun, Oct 16 2016 8:30 AM

They may not refund complete if there are bogus UPs charges ...  that could be very tricky.

 

if you refuse to sign for it, UPs would not have evidence to document delivery so not much risk for you.... I think that may be safer route

 

I would hit them again about the no response thing on twitter or instagram and ask the social team to have someone get in touch with you rather then sending another email ....

 

Kim_berly
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@Marcello. I'm quite sure it's the same situation here, except you were dealing with a much responsible seller. 

@jk1002 We will continue to email to the support in Denmark as well as posting on Instagram.

Chris
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Chris replied on Mon, Oct 17 2016 7:27 AM

Marcello:
What happened to you is that your goods were not sent DDP (Delivery Duty Paid).

The good answer!

Marcello:
And this is what B&O should do... it's incredible they have not answered yet and that they do not provide phone support.

This tells you a lot on how B&O treat their online customers. Truly not professional.

If you are planning to set up an online selling business, you have to make good agreements with UPS, DHL or any.

I ordered years ago a product from Argentina transported with DHL all included, Belgian customs wanted me to pay almost double on import taxes and handling. Luckily my wife is a private Customs agent and she has the capabilities to negotiate with all those agencies.

At the end it was DHL's fault not to provide the correct papers, so Belgian customs had to charge. You never get a refund from customs and DHL payed me back with their tail between the legs. But I can asure you, it did take some professional effort to get the money back.

"Believe nothing you read and only half of what you see, let your ears tell you the truth."

Kim_berly
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Hi All,

 

Just an update.  After almost 3 weeks, we finally got a response from the ecom department about they order.  They said they'll contact UPS to get it sorted - hopefully everything will go well from here. We're very disappointed with this company and will not be keeping the headphones.

Thank you to all those who took the time to read this thread and also those who offered advice!

Kim

Stan
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Stan replied on Mon, Jul 12 2021 2:46 PM

Fyi:  Abt.com no longer sells B&O.  

Hyponx
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Hyponx replied on Wed, Jul 28 2021 1:51 PM

Hello Kim,

While I can't help with the issue I wanted to add an experience I also had very recently.

I too am in Canada, GTA area. I just received a new Beoplay Portal I also ordered online. It was also delivered by UPS.

They dropped it off and left without saying anything, but shortly thereafter I received an automated phonecall regarding brokerage fees on the package. I have thus far completely ignored it as there shouldn't be any charges and if there were they should not have delivered the package.

The whole experience was very strange, I see now it is not an isolated incident.

I'm sorry to hear this has really soured your experience.

- Hyponx

Update: B&O sent a customer experience survey on my purchase, I mentioned my issues and also yours as well in the feedback sections.

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