Dont Buy from Topbuy Australia

My experience buying a camera lens from Topbuy Australia

I have changed the names and any other personal information but this is a direct transcript of my dealings with Topbuy Australia so far, I have acknowledged that in certain area’s they are very good and in others not so good, you be the judge.

The lens became faulty less than a week after I received it and I contacted the suppliers by phone on 23 July 2012 to ask them what to do.

I then emailed them on 24 July

HI, I was supposed to get an email yesterday with instructions on how to return the faulty lens. I spoke to a gentleman on the phone who said that he would send me an email yesterday Thanks

24 July 2012 12:2:43 by by Topbuy Customer Support
Hi,
I have forwarded your message to another staff with better knowledge of your inqiury. They will get back to you soon.
Some cases may need additional information from 3rd parties, so they may need some additional time to wait for this information.

24 July 2012 12:3:14 by by Topbuy Customer Support
Hello dear customer, the return instruction has been send to Doug@hotmail.com , please check and let me know if any other questinos, cheers., Responsed by Customer Care Team – Sophia

24 July 2012 13:35:23 by by Doug
for some reason I cant find the email in my hotmal. can you please send the return instrucions through this forum as it seems to work fine Thanks

24 July 2012 13:43:37 by by Topbuy Customer Support
Call Fedex 132610 Fedex will bring a blank airway bill, and a blank Commercial Invoice please fill in below details + item details (model, value…etc).

24 July 2012 16:10:28 by by Doug
Thank you so much, I appreciate your patience

24 July 2012 17:33:33 by by Topbuy Customer Support

My pleasure for service you, any other questions please feel free to contact me. cheers., Responsed by Customer Care Team – Sophia

5 August 2012 21:0:46 by by Doug

HI, I have on my Fex ex tracking that the lens arrived in HK on 27 July. any word on what was happening with my lens. Thanks

6 August 2012 13:5:50 by by Topbuy Customer Support

Hi,
I have forwarded your message to another staff with better knowledge of your inqiury. They will get back to you soon.
Some cases may need additional information from 3rd parties, so they may need some additional time to wait for this information.

6 August 2012 18:48:42 by by Topbuy Customer Support

we wait for confirmation from technician to see if it is doa , the we will either make decision to send new replacement unit or get it fixed, Responsed by Customer Care Team – Roger W

6 August 2012 19:7:35 by by Doug

Thank you Roger, I appreciate that these things take time but the lens has been back with the supplier for ten days now. this seems more than enough time to see what is wrong and make a decision. regards

7 August 2012 19:57:41 by by Topbuy Customer Support

we will double check with the supplier.please be patient, will let you k now the status by tommorrow, Responsed by Customer Care Team – Roger W
5
8 August 2012 11:53:43 by by Topbuy Customer Support

The technician still checking the lens, will get back you soon., Responsed by Customer Care Team – Roger W

8 August 2012 13:20:17 by by Doug

Thanks for your reply Roger; it seems rather strange to me that It has taken nearly two weeks to determine that the lens is faulty. I would have presumed that as it was less than a week old that you would have simply sent out a new lens. If this is going to take much longer I would rather you just refund my money as this whole process is taking up too much of my valuable time. Regards

10 August 2012 19:3:2 by by Topbuy Customer Support

Sorry for keep you waitting for so ling, we will update news for you soon., Responsed by Customer Care Team – Roger W
12 August 2012 17:6:19 by by Doug

Dear Roger Purchasing the lens was easy and it arrived very promptly. Your company has this part of the transaction working very well. Returning the faulty product was also relatively easy and your company handled this well. Me as a customer of yours getting my money back or another new lens is not going so well. This has taken far too long and your company needs to address this part of the process. I am a very patient person and even I am starting to get a little annoyed at the time this has taken. I am not sure what to do next. I can’t spend any more time corresponding with your company as I have had enough If you choose to refund my money or give me a new lens it would be good, if you don’t I will just have to put it down to experience but I am annoyed at myself for trusting your company.

13 August 2012 21:46:16 by by Doug
Dear Roger, I have recently become interested in photography and have a website that I host my pictures. http://www.redbubble.com/people/. I was trialling your company to see if I could confidently buy camera gear from the internet as I intend to progress my photography to the next stage. I have had enough of you telling me that the problem will be resolved soon so if it is not resolved by Friday of this week I intend to take a three pronged approach. Firstly it has become evident that I can’t trust your online company to do as they say so I am going to post a running commentary of my dealing with your company on my website to warn others of the dangers of trading on line. Secondly I am also going to contact channel seven with my story to warn others of the dangers of on line trading. And thirdly I am going to contact fair trading and lodge a complaint. I hope that you see fit to refund my money or send me out a new lens so that my actions are not required.

13 August 2012 23:49:31 by by Topbuy Customer Support

thanks for reminder, we will chase the hk supplier to return the replaced lens back, Responsed by Customer Care Team – Roger W

14 August 2012 11:9:54 by by Topbuy Customer Support

Our technician checked the lens can be auto focus, may I know what kind of camera for this lens?, Responsed by Customer Care Team – Roger W

15 August 2012 19:14:3 by by Doug

Canon Eos60d Thanks. I feel the HK supplier is letting your company down.

15 August 2012 23:18:33 by by Topbuy Customer Support

thanks for your information, will let hk company know those, sorry, we need to count on them sometimes, since we do not have everything ready to dispatch from our sydney warehouse, Responsed by Customer Care Team – Roger W

19 August 2012 14:14:28 by by Doug

Dear Roger Your company doesn’t seem to be taking my case very seriously. Please refund my money immediately or I will take fair trading action next week.

20 August 2012 12:40:13 by by Topbuy Customer Support

Those Hk supplier are still testing, please be patient , thanks., Responsed by Customer Care Team – Roger W

20 August 2012 14:18:33 by by Topbuy Customer Support

It will fixed soon, may be this week., Responsed by Customer Care Team – Roger W

23 August 2012 20:13:3 by by Doug

Roger, I am not upset at all the trouble your company has caused me; in fact it’s the opposite. I have learnt that buying camera equipment on line is a false economy. It has been a month since I contacted you and said the lens was faulty. Most other suppliers would have given me a refund or a new lens. Your company has decided to mess me around and tell me different stories each time you contact me. As previously stated I have posted my dealings with you online and have had two very prominent photographers comment and say that they appreciate my warnings. I know that their opinions are valued by thousands of photographers in Sydney. They have told me to Go to DD photographics . I can assure you that I will never deal with your company again and I will make sure that all in the photography world know what to expect if they deal with your company, so far only about 40 people have seen my message but I intend to post it on facebook and twitter. When I have done this then I intend to take legal action, I am in no hurry and will continue on my quest until justice has been done.

28 August 2012 11:46:30 by by Topbuy Customer Support

sorry, we will chase the service people to send back your lens asap, Responsed by Customer Care Team – Roger W

7 September 2012 11:44:10 by by Topbuy Customer Support

Hello,Doug , apologize for keep you waitting for so long, Just got the back news from service peopel

technician find the problem again after changed the parts, they will re-arrange another parts to test again, but it may need 1-2 weeks. , Responsed by Customer Care Team – Roger W

8 September 2012 21:1:58 by by Doug

Thanks Roger Its very sad that your company has treated me so badly over this. I find it rather strange that I am not that upset that you have taken over $400 of my money and given me nothing in return. To be honest I have never experienced such poor service from any company I have dealt with. If I get my lense I will be very happy. I don’t really expect to receive anything from your company any more. I wish you all the best as you have just been doing as you have been told. To the person that has made the decision to treat me so badly I feel sorry for you as I have learnt in life that what goes around comes around so I know that it will all balance out in the end.

10 September 2012 17:58:13 by by Topbuy Customer Support

it happens ocassionally, sorry for keep you waitting for so long, we will chase up again to make sure the product can be back to you asap. , Responsed by Customer Care Team – Roger W

WELL, three months after my ordeal started I have my lens back. Its the old one I sent back and after the first few shots its came up with an error message on my camera so I cant really trust it, I can just imagine taking a shot of something fantastic and oops up pops the error message and what ever It was I was shooting was gone.
I might put it on ebay as someone could hollow it out and make a coffee cup out of it.

20/05/2013
I came across the lens again after moving back to my mums house. It made me really pissed off so I had to get rid of it. I spent another nine dollars and posted it back to topbuy. I doubt they will do anything as they are #@$%^&^%. I noticed that they had deleted my comment from their site. They only post what they want. Top buy sucks and I have to build a bridge and get over it.
Doug

I did not manage to build a bridge and started again a year later:
Sep 5 2013
Dear Topbuy, my wife purchased a lens from you for my birthday (robynbuythesea) the lens has never worked. I was patient and tried to get it fixed. You mucked me around for months and sent me back a faulty lens. Your service has been horrible and left me sad and upset. My wife has wasted over 400 dollars and its my fault that I recommend your site to her. As you will not refund my money I have started to let the rest of the world know of the appalling treatment I have received from your company. I have posted complaints at Complaints board.com and Complaints board Australia. I have listed my experience with your company on my website and also intend to create a special website dedicated to Topbuy to warn others of the dangers of dealing with your company. I am retired now and will not rest until justice has been done.
Doug Cliff
Dougcliff8@gmail.com
TopBuy Support Team <customer@support.topbuy.com.au>
Sep 5 (6 days ago)

Hi Doug

We have received your mail.
We are sorry to hear you say that.
However, I cannot check the order status as you didn’t mention in your mail.
So could you advise us the order number then I can follow this case?

Thanks for your cooperation.
Reply Forward

doug cliff <dougcliff8@gmail.com>
Sep 5 (6 days ago)

Dear Ben thanks for your email. I don’t have my order number on hand. My wife purchased the lens under the name robyn. It was a canon 75-300 telephoto lens. it was delivered to Rickard Road north Narrabeen NSW. As you can see by the transcript of my dealing with your company I have had a great deal of difficulty. Could you please read the enclosed transcript in the letter I have sent to you of my previous dealings with you. I have posted the lens back to you some time ago. Please don’t keep mucking me around if you are not going to refund my money just say so.

Hi Doug

Yes, I have learned from the transcript you sent. But at this stage, I have to locate the order then I can follow this up for you.
I have searched the name robyn in our system but got no results.
Had this name been used as the Firstname or Lastname?
In addition, I also tried to use your email addresses doug@hotmail.com and dougcliff8@gmail.com. Both are not existed.
So could you look into your email history to find more information related to your order then I can arrange further solution.

Thanks for your kindly understanding.

Best regards
Ben
Customer service


On Thu, 5 Sep 2013 20:35:08 0700 dougcliff8@gmail.com wrote -—Dear Ben thanks for your email. I don’t have my order number on hand. My wife purchased the lens under the name robyn. It was a canon 75-300 telephoto lens.it was delivered to 25 Rickard Road north Narrabeen NSW. As you can see by the transcript of my dealing with your company I have had a great deal of difficulty. Could you please read the enclosed transcript in the letter I have sent to you of my previous dealings with you. I have posted the lens back to you some time ago. Please don’t keep mucking me around if you are not going to refund my money just say so.

Thanks ben, the email address was robyn66666@hotmail.com
it was under my wifes name. Robyn

hi Doug,

My colleague Ben brought this to my attention 30mins ago, and we spent good part of this time trying to piece together what happened which that caused this to be handled so badly and let you down.
I’m not fully through my information gathering as I am waiting for some info from our supplier who handled part of the return process.
From what I can recall and in hindsight, xxxx who you were dealing with, was in fact leaving us around this time frame, as he secured a better position in a prominent bank with a 2 months transition time frame. Normally from my observation before xxxx is a quite responsible person, however from the emails it does appear he was not paying full attention to the case towards the later half , which we admit is our fault for not able to manage him to our expectations, unfortunately in life these situations does arise when someone’s heart is else where, and we can not really see what’s in their mind.
I’m trying to get all the details by monday afternoon and then I can advise you of the best solution forward. Right now, there are some details missing, and I do not want to give you wrong information out of haste.
ps. You mentioned you sent the lens to us again in May 2013, did you obtain another return reference no.? and marked it on the return package?

Dear Ben
I am afraid I did not , I just posted it back to the post box number I sent the letter you recieved. i enclosed my details in the package.

Dear Doug
I see, we are checking with service people to see whether the lens is still on their end.
Will keep you informed about the progress.
Sorry about the inconvenience it caused.

Phone call from Ben on 11/09/2013 offering to send back fixed lens or full refund.

Then email 30 minutes later
Hi Doug
After discussed with my top, we decide to refund you instead send it back to you.
We just submitted a refund request to our accounting department and they will refund you for your purchase shortly.

Dear Topbuy
That is absolutly amazing, you have been very helpfull and I appreciate you takeing the time to keep me informed. I look foward to recieveing my refund and starting fresh.
I wish you all the best and good luck

Maybe this is the end:
If the money goes back into the account this could be the end of a long saga
Doug 11/9/2013

Journal Comments

  • Matt Penfold
  • Doug Cliff
  • Peter Hill
  • Doug Cliff
  • Ann  Warrenton
  • Doug Cliff