Complaint Review: Bidz.com

Here is the correspondance I've had with Bidz over the last 2months. It's long - which I apologise in advance for. I honestly think I've been very reasonable in waiting all this time for a ring I ordered & incidentally would still love to receive. I seriously have my doubts as to whether the ring was actually sent in the bulk shipment.

After informing Bidz that to safeguard myself I would commence a dispute with Paypal but would not escalate that dispute in order to enable more time for the ring to arrive. Bidz then to my total horror immediately escalated the dispute to a claim giving Paypal a BULK shipping number for a 15lbs shipment (the ring was 6 gms) that comes up as delivered - HOWEVER delivered to NJ - 3-4000 miles away from me BUT will Paypal even bother to check this out?

Now they tell me that they will not refund, send me claim forms OR start any investigations unless I close the Paypal dispute. This would leave me with no leg to stand on should they renage on their refund promise. Also reading on here the fact they ask you to have documents signed by a notary - here that would cost me around 100 or $190 - which is more than the cost of the ring.

This to me is a form of blackmail as if I did close the dispute - strangely escalated by Bidz they would no doubt find some other way not to pay the refund. After what I have read on here & elsewhere I'm certainly NOT happy about doing this. What has anyone else done in this position?

Would Bidz like to tell me why they will not refund via Paypal OR send me claim forms unless I close the dispute with Paypal? Also why did they give Paypal a BULK shipping tracking number not a tracking number to my address?

ME
I am getting increasingly worried about my order No. bidz000757693 paid for early December.

The tracking information you sent 854007029462 tracking number with FEDEX says delivered to Newark NJ on 20th December.
I have emailed FEDEX - with to date no reply.

I very frequently over the last 9 years have dealt with a Californian company & I have never waited longer than 2 weeks for a delivery even sent by USPS & that time also includes customs clearance as I frequently go over the customs limit.

UPS shipments get here in 2-3 days or 5-6 days with customs clearance. We were sent a parcel from our daughter in MS on 22nd December by ordinary USPS & received it on 28th December so it's definately not down to delays with Christmas posting.

It has now been 4 weeks since the package was delivered to the FEDEX facility - more than ample time for them to get it out to me. I have telephoned the Post Office just to check they do not have it, & they say there is no package there. I have received no communication from Customs as sometimes happens if there is a query on the package.

I REALLY WANT the ring but I will have to initiate a claim with Paypal on Monday as I need to cover myself & avail myself of their 45 day limit.

PLEASE PLEASE Please could you let me know if there is any way for me to track this package & find out what has happened to it? I've been frightened to go anywhere in the morning (when the post comes) as I really don't want to miss the postman. They should leave a card if I'm out but I keep thinking 'It'll be here today'.

Can you tell me whereabouts the item is?
Regards
Linda

BIDZ
Dear Customer,

Your order is not lost; You selected FIMS which was shipped via FIMS - Bulk Mailing (15 lbs). Please see below on how it works.

Orders shipped via FedEx International Mail Service (FIMS) - Orders are picked up from our location and shipped to the FedEx sorting Facility in Newark, NJ. In New Jersey, packages are sorted by country and delivered to you by your local Post Office.

Note: Delivery may be delayed due to customs. (Delivery is 6-8 weeks)

Thank you,
Customer Service Team
Bidz.com

ME
I sent the message above & got a reply which didn't really help. DO YOU KNOW where the item is?

Your website is totally confusing as to when a claim should go in - it contradicts itself 4 weeks 6 weeks & 8 weeks - some dates from when order placed , others from when received at Fedex facility.

It is now 6 weeks since I placed the order and over 4 weeks from when it was at the FEDEX facility.

I REALLY WANT the ring but as I said in my previous post I now have to commence a claim with Paypal in order to fulfil their requirements.

Can you please tell me WHAT DATE is the latest that my ring should be delivered? I will NOT escalate the Paypal claim at the present time as I would much prefer the ring ordered OR a replacement ring the same. You are still selling identical rings online.

Had I realised I would have had to wait so long I would have had sent to my daughters in USA. It could easily have traversed back & fore using ordinary mail at least 3 if not 4 times now.
Regards
Linda

FROM PAYPAL
Your seller has chosen to escalate this dispute to a PayPal claim. By
ending communication with you and escalating to a claim, the seller is asking PayPal to investigate the case and decide the outcome. As part of our investigation, PayPal will review any communication you may have had in
the Resolution Centre.

Thank you for contacting PayPal. We have begun our investigation of the
following transaction:

Transaction Date: 11 Dec 2006
Transaction Amount: -$160.68 USD

Case Number: PP-243-915-441
Seller's Name: Bidz.com, Inc.

Our records indicate that the seller sent your item using PayPal Postage.
You can track this package by logging in to your PayPal account and visiting your transaction history log or by confirming the information below:

Tracking Company: FEDEX INTERNATIONAL MAIL SERVICE
Tracking Number: 854007029462

ME
I really would like to know why you escalated my dispute to a claim??

You are well aware that the tracking number you provided to Paypal ONLY tracks a BULK shipment to Newark.
I gave you ample warning I was going to commence a dispute as it was the only way I could safeguard my money.
I also told you I would NOT escalate the dispute at the present time but would allow time for the item to reach me - having already waited over 6 weeks I thought I was being very reasonable.

You have stopped me putting the true facts to Paypal (i.e. the tracking number not being to my address) by escalating as you are probably well aware of.

Should I not receive either the ring or full repayment within reasonable time then i will make sure that I publicise what has happened on every major consumer site in the UK, US & Europe.I am currently a member of 3 such sites in the UK with membership of in excess of 3 million people & trust me I will find similar sites worldwide.

Your business practices leave a lot to be desired.
Linda

BIDZ
Dear Linda,
The dispute was escalated because the package at the moment is not lost.
It does take a while for the order to be delivered. Please note that we buy insurance on all packages shipped and if for some reason your order is not delivered. A claim is filed a full refund is issued.

In the future, you have the option to upgrade to faster service at an additional charge.
Please note that you did not pay shipping for this order, it was shipped free of charge.

When a dispute is initiated, funds are removed from our account and there is a possibility of you receiving your order and getting your money from Paypal.
We ask that you please cancel the dispute and await the delivery of your package and again, if you do not get the package a claim will be filed a full refund issued.
Below is our shipping information regarding FedEx International Mail Service. This is available when you click on the tracking # on the order status page.

SHIPPING INFORMATION: FedEx FIMS
***PLEASE DO NOT CONTACT FEDEX REGARDING YOUR ORDER***
You have chosen FedEx International Mail Service as the shipping method for your order(s). Orders shipped via FedEx International Mail Service are picked up from our location and shipped to a FedEx sorting facility in Newark, NJ. In New Jersey, packages are sorted by country and delivered to you by your local Post Office. Generally delivery takes 3 - 4 weeks after arriving in Newark. (Note: Some order might take longer due to delays in customs)

ME
I cannot understand your logic at all?
I clearly stated that I would have to start a dispute to safeguard the money I have already paid for an item that I have not received that you say isn't lost but you won't tell me even if it has been sent to the UK.

I also stated that I would NOT escalate to a claim in order to wait & see if the item arrives. Now you have escalated this to a claim & asked me to withdraw my dispute - which clearly would leave me without a leg to stand on should the item not arrive & you not honour the claim.

I have gone to a few websites now & found that your company is definately NOT very forthcoming with any refund should items not arrive therefore I will not withdraw my dispute.

Surely it would have been in both our interests to wait until 5th - 9th of February which is 8 weeks from the time I paid or the time it was despatched with Fedex??

If it hadn't arrived by then you could have refunded me via Paypal & we both would be happy & the dispute could have been withdrawn by myself.

Surely it is you who should withdraw the claim & allow it to remain a dispute.

You were the ones who offered the free shipping & made a big thing of the free shipping without making clear it was a 3rd or 4th class service. I also saw nothing to enable me to upgrade to a faster service just a statement saying it took 3-4weeks.

Had I been able to upgrade to a faster service which would have got the package here within the normal 1-2 weeks for any shipment from US I would have gladly paid extra for that option.
Linda

ME
It is now the 12th February. The postman has been & there is still no sign
of the ring.
I think I have been extremely patient. As you are aware I did start a
dispute with Paypal - purely to safeguard myself. You then proceeded to
escalate this to a claim - which I certainly could NOT understand.

You now need to file a claim with FEDEX - I trust that you will now please
refund all monies paid via Paypal so the dispute can be immediately closed.
Linda

BIDZ
Sent: Monday, February 12, 2007 11:20 AM
Subject: RE: Re: Order number bidz000757693

> Dear customer,
> Your account has been deactivated as we have been notified by our merchant
> bank that you have enacted a dispute/chargeback. Please contact the card
> issuer to reverse the dispute. You should then contact customer service at
> 800-444-8124 7 days a week between 8am-5pm PST to inquire about
> reactivation. Thank you.
Thank you,
>Customer Service Team

ME
I give my formal authorisation to investigate my undelivered package. I will
fill in all necessary documents. As it has been well over 8 weeks now I would appreciate receiving the documents by return email. I do hope that this will not take a long time as I have already been incredibly patient waiting this long when normal mail from US takes a week to arrive, even with customs clearance.
Linda

BIDZ
Dear Customer,
Thank you for shopping Bidz.com.

Unfortunately no investigation will be initiateed unless you close the paypal dispute.

Thank you,
Customer Service Team

Bidz.com

Linda
Pontypool
United Kingdom

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