Myer.com.au (online retailer)

 

I buy often from Myer online, especially during big sales as the prices are really good. I regularly check my wish-list to check the pricing of items I fancy or need to know when a product is heavily discounted or not. Overall, I have a great experience with the online retailer. They tend to dispatch quickly, and they incentivise reviews by entering you into a draw for a cash prize.  I like the website organisation and quality of information and photos. I use the wish list all the time, but ain't a fan of not being able to create more for different categories or products.
 
In the past, I've bought items from them before Christmas within the Christmas cutout date and they've always fulfilled them quickly and arrived in time. I did the same this year. I bought two items on the same order on 11 December (it seems that something happened on the day because of the pile of negative reviews related to that date). I received one item within 4 days. The other one, from one of the labels they partner with and have shops within Myer's shops, was intended for a friend's birthday present before Christmas but, after ten natural days the product has not even reached AuPost. So they cannot blame them for the delay.  Worst thing is that Myer does not take responsibility because it is only 7 business days. "Only"... just for a inner-state dispatch.

I called CS. The first CS lady I talked to was not really helpful, not able to listen or do anything; she says "I really get it but we cannot refund you because the parcel is on its way". No, it is not on its way, it has not started its way yet after 16 natural days. She hung up on me as soon as I said I wanted to lodge a complaint. I called again. this time to complaints, and the second guy was lovely and genuinely checked things. As the parcel comes from a supplier, and it is within the business day time bracket, they cannot refund it yet, but it it was before the Christmas period cutout period set by Myer. So the guy said that he messaged the supplier requesting cancellation, but it's up to the supplier, who can take up to 3 business days to reply, meaning after Christmas.

I buy online because I work FT and it is a hassle for me to go anywhere on public transport. If they had provided some sort of refund or credit or actually informed me that there was a delay in posting the parcel at the due time, I would have bought a gift for my friend already.

I won't buy from Myer suppliers before Christmas ever again, because Myer washes their hands if any problem occurs, but they are the ones I'm buying from, not the supplier. There are delays because it's pre-Christmas. Well, lovelies, organise yourself better and put the Christmas cutout date earlier, you know. Have better logistics and better CSOs who don't hang up on customers who are talking respectfully to them just because they mention the word complaint.
 
PS/ It's 27 Dec and my parcel has not been sent yet and no reply from the supplier.

 

PS/ It's 2 Jan and the parcel has not been dispatched or I have not received notification of any sort. I raised an incident with Paypal, but Myer has not replied whatsoever, so I'll be complaining.

 

PS/ It's 11 Jan, a month since purchase. I put a claim against Myer on with Paypal, to which they have not responded, reacted or cared about. Paypal CS has been supportive and, if they return the money, I'll shut up. But, if they don't, I will go to Consumers Affairs and lodge a proper complaint.  

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Riot Arts & Crafts (Online Store)

 Link to the site

 Riot Arts and Crafts, not Riot Projects, have amazing prices and a great selection of arts and craft products. Most of their stock is Australian art brands, some of them excellent like Matisse and Holcroft, for example, mixed with a smaller selection of international brands and a small selection of their products (Golden, Liquitex, Posca or Faber Castell for ex.) They have free shipping for orders over 80 bucks, which is an increase of 5 bucks since last time I purchased something from them. Still better than most online art supplies stores.

I've both from them many times and they deliver via AuPost. Product quality has always been good or great, except for one case, and the pricing excellent even when the products aren't on sale. But every time I check they're on some sort of sale. 

The main issue with Riot Arts & Crafts is that the dispatch time is ridiculous and can take over a week or more, depending on the time, to get the products dispatched, plus the time AuPost takes to deliver a standard parcel. If you need materials for a upcoming project, this is not a place you want to buy from as, more likely, you won't get them on time. However, it's a great place to take advantage of their offers and stock materials before the ones you already have run out.

Another downside is that, due to the fact that their prices for good brands is below most online sites, the products I want are always sold out or out of stock.  

My last parcel in April, took about 10 natural days to be dispatched. The last one, in September ditto. The shipping info on their website says that intercity or interstate takes average 7-10 business days, which is about 2 weeks, for the parcel to arrive to your place, and they cannot guarantee that either.

So, if they cannot fulfill the demand, why not stop, get more staff and reorganise the business? Most of the negative reviews online are on this issue.

Customer service by email is corteous but minimal, androbotic, full of vacuous wording. Last time I asked why it was taking so long to get the product dispatched the answer was 'we've changed our procedures at the warehouse' or were working on it kinda nothingness.  

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