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Complaint Details
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Initial Complaint
02/01/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
To whom it may concern, I have recently purchased an open box 55” TV from Gibbys Electronic Supermarket through **** *** Marketplace but unfortunately the TV has arrived damaged. Date of transaction: 11 November 2023 Amount of money paid: $1453.76 Order number: ********** I contacted the seller as soon as I found out about the damage. However, seller refused to provide me the refund or exchange. They claimed that it was a new TV but that is not true as I found fingerprints on the screen when I opened it from the box. I have ******** photos with fingerprints on the screen. I have also ******** photos showing the internal damage of the led screen on the TV. It looks perfectly fine if it is not switch on. However, when I plug it on, there is internal crack on the led screen. It has been more than a month since I first contacted them but no solutions was given. They contacted me two weeks ago telling me to ship the TV back. And I have done as instructed. Unfortunately, seller refused to refund now. They have the TV now but refused to refund. This is a total scam! Please assist me on ways to get back my money. I have lost both my money and the TV now. I have already shipped the TV back two weeks ago but still not getting any refund.
Business response
05/01/2024
Hello Mr. *** *** ***,
After a thorough examination of the tv and pictures we have taken , which are attached for your reference, it is clear that the damage aligns with pinched panel issues commonly associated with mishandling post-delivery. Our commitment to delivering a flawless product is unwavering, and the TV was dispatched to you as a brand new unit. The occurrence of pinched panel damage indicates improper handling during the unpacking process, despite the thorough provided instructions on how to unpack the product safely.
Additionally, we would like to clarify that the item you purchased at **** *** was noted as an "open box." Due to inventory levels at the time of your purchase, we provided you with a brand new TV as a free upgrade. This upgrade was intended to enhance your overall customer experience. Given the unequivocal indications of mishandling, we regret to inform you that we cannot accommodate a refund or exchange at this time. This serves as our final resolution in this matter.
Customer response
05/01/2024
Complaint: ********
I am rejecting this response becauseUnlike what the seller said, we followed exactly the instructions given on the box when opening the TV box. Unless the instructions given were wrong. We opened it slow and carefully without even touching the screen.
First of all, seller stressed on sending a new TV as free upgrade. This is not true as there were fingerprints left on the screen. This clearly indicates that I was not the first person that handled the TV. ****** **** *** ***** **** ************ ** ********** ********
Secondly, I contacted the seller on the first day I received the damaged TV. Unfortunately, seller insisted it was my mishandling without any investigation carried out. It could have been mishandling on their part or the courier company. How could they be so certain that it was done by me? The TV did not just teleport into my house. The damaged was caused internally, not physically. I have also attached photos of TV after being switched on and off.
Next, I further noticed that seller has couples of bad reviews of delivering broken TV to consumers. **** ** ********** *** ***** ***** **** ******** ******.
On the other hand, seller also emailed me a return label to return the TV but refused to refund now. I have already returned the TV. They took my money and the TV. This is ridiculous. ** ** * *****
Sincerely,
*** *** ***Business response
15/01/2024
Dear *** *** ***,
We appreciate your patience in addressing the TV issue. Our communication has been consistent in understanding and resolving the matter.
Concerning the TV damage, our investigation indicates it occurred post-delivery, as the packaging showed no damage upon return. Despite the TV initially being an Open Box unit, we upgraded it to a new one due to inventory constraints, as documented.
Our scrutiny of the images you provided supports our conclusion that post-delivery mishandling caused the damage. We assure you there's no intentional mishandling on our part. While we can't issue a refund, **** *** has already intervened and refunded your purchase.
We regret any inconvenience and appreciate your understanding.
Sincerely,
Gibbys Electronic SupermarketInitial Complaint
22/03/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a new tv from ****** and received one from Gibbys , upon opening the tv I was upset to find the tv inside the box was a curved Samsung and not the neo I had ordered , I have plugged it in and it is also broken ! I reached out to Gibbys for them to send me the right tv or a refund and was told to send picture which I did immediately , they then told me they refuse to return or refund as they say they can see the factory packaging. And that a curved tv isn't able to fit in the box that I have (which it quite clearly can as I took it out of the box a second time to send pictures , they then proceeded to accuse me of attempting to ***** them ! This is the single worst purchase experience I've ever had and I'm not out 2100 dollars !Business response
06/05/2022
Business Response /* (1000, 7, 2022/04/22) */ The complaint was an attempt to ******* us through ****** - it is complete nonsense that the customer claims he received a 5-6 year old curved tv inside a box for a 2021 model of a flat screen tv -we ship only brand new factory sealed items. All shipments are weighed multiple times along the shipment. Once we disputed his a-z claim through ****** he withdrew the case.
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Customer Complaints Summary
4 total complaints in the last 3 years.
3 complaints closed in the last 12 months.