EC1204678 not shipping...

[Rekubot]

Google order number: 649635597341073

Hi, I ordered 3 items on the 18th that haven't shipped yet. Yesterday I phoned customer service and Chris told me that Google Checkout didn't like that my shipping and billing addresses were different.

That's all very well, but Google had no problem sending me stuff from another supplier, for which I used the exact same addresses and in fact paid significantly more. Plus it seems ridiculous that you guys charged my debit card and then had no intention of shipping my items or even informing me that there was a problem.

Anyway, I've since migrated to the forums because the phone service is quite costly. I was told to e-mail some proof of address to cserve@aria.co.uk, which I did yesterday, and I'm still waiting for my products to be shipped.

You guys do some excellent deals here, but your e-mail service is slow and I really don't want to run into problems every time I order from you. Everything else I ordered from other suppliers arrived last week, and I really want to start building my PC. Hope you can understand my position.

[chris@cserve]

Hi, the email was received yesterday and passed to our security team for investigation.

We will be in touch later today.

[Rekubot]

You guys work 9am till 5:30pm yes? Am I going to be contacted in the next half an hour or will I have to wait yet another day until you tell me what is going on with my order?

[Rekubot]

Okay, this latest e-mail did not help. So basically Aria is incapable of doing anything at the moment because it's Google's fault?

Tell you what, if my items are not shipped tomorrow I will demand a refund and look elsewhere. I do not want to deal with a company that cannot keep their promises, nor one that sits on my money while knowing perfectly well that they cannot ship what I paid for.

[chris@cserve]

If the order is able to clear the security checks then we will be able to ship the order tomorow. Unfortunately if the order does not clear the checks we will not be able to ship the order and will arrange a full refund.

[Gibbo]

Okay, this latest e-mail did not help. So basically Aria is incapable of doing anything at the moment because it's Google's fault?

Tell you what, if my items are not shipped tomorrow I will demand a refund and look elsewhere. I do not want to deal with a company that cannot keep their promises, nor one that sits on my money while knowing perfectly well that they cannot ship what I paid for.

HI there

Security check are in place to protect the consumer, because facts are fraud is a big issue in this industry.

There Aria just like all other online stores operates security checks to not only protect itself but its customers. This can cause delays sometimes but as always customer service will endeavour to help and speed up the process.

[Rekubot]

I don't have a problem with security checks, I have a problem with waiting more than a week for my products to ship and not being told why. How long were you planning to hold onto my money before informing me about the security issue?

This is all ENTIRELY pointless when you consider that I used Google Checkout to purchase products from e-Buyer on the same day with the same addresses, and those arrived last week.

[tystar]

On a side note can i just asked if you placed the e-buyer order before or after the Aria one?
if before Google could have held the Aria order thinking it may have been fraud due to the previous order.
Believe it or not Fradusters target more than one company at a time and this could have been why it flagged up with them.

I do agree though a week without hearing anything though is a bit ott but as long as its being sorted now thats the main thing.

[Rekubot]

Good question. Initially I did place the e-Buyer order before, but it was cancelled for no reason a few hours later (after I'd placed the Aria order). I placed it again and that time it went through no problem.

[tystar]

Sounds like that was the reason why then.

Hopefully this can get sorted now anyway. I've pm'd you a email address to hopefully help get it sorted.