Last December 2013 my Samsung cell phone finally gave out after more than four years of service, so I decided it was time for a smart phone. I browsed some stores and decided on the Samsung Galaxy Grand Duos. The price in stores was 399 Euros so I shopped around online to find the best deal. I found a site called Simply Electronics which had the best price, 231.95 Euros, so I placed the order. I thought it would arrive fast to Portugal since they seemed to be shipping from England.
Quickly I discovered two problems:
- Double billing:
I Filled out the payment info via Skrill as requested. When I hit the finalize button a screen came up and said my postal code was invalid and to try to enter my information again. I did that, with the same result. A few days later I discovered two charges on my card!
- I never received my phone:
Simply Electronics guaranteed that I would receive the order before Christmas. I placed the order on December 8. In the past I received packages from England in a few days. I never received the order even after four months!
Complaints, Complaints, and More Complaints:
- Double Billing Complaints Summary:
Dec. 13, 2013: I discovered the double billing. I immediately filed a complaint on the Simply Electronics web site. The next two months I sent 8 more e-mails with no resolution. Their e-mails were polite but with out any relevance to the problem. I did some research on line and discovered that they no longer had an office in England and were located in Hong Kong. There were many complaints filed against them. One blog mentioned he had some success filing a complaint in Hong Kong.
Feb. 4: I filed an official complaint with the Hong Kong Consumer Council. I receive an immediate reply from them stating that they are contacting Simply Electronics about the matter.
Feb. 5: My card is refunded for the double billing.
Dec 10, 2013: I received an e-mail that my order was being processed and I would receive the shipping and tracking info shortly. I never received a valid tracking number and never received my order. I sent thirteen e-mails over the next three months and did not receive any responses that answered my questions.
March 28: Filed another complaint with the Hong Kong Consumer Council .
March 29: Send an e-mail to Simply Electronics demanding a refund. Receive a refund that day!
OK, I learned my lesson: If you are not familiar with a retail web site, check out the company before you make a purchase. I didn’t do that. If I did, I would have seen all the complaints from other buyers and bought elsewhere. I would say that this company is legitimate but has a very bad business model. Their site is deceptive and misleading but the prices are very low.
Will I order online again? Yes, but I will be more careful in the future.