Qoo10 Singapore - Lousy customer service team and biased against seller
I had a very unpleasant experience first time with Qoo10. I bought a IPad Pro casing and a tempered glass screen protector on 10 Jan 2019.
Received the items on 17 Jan 2019. Checked the goods, the casing is wrong and the tempered glass are full of cracks. I asked seller for an exchange. He mentioned to me it was a wrong model so asked me to send back to him and he will process the exchange and also send me the tempered glass screen protector.
I agreed and when I asked for his address to mail back he went mia. I tried contacting Q0010 helpdesk to assist but their service follow up is really slow despite that they arranged an exchange for me and asked me to provide a registered postage proof after I arranged it. I asked in Q0010 app if seller will bear my shipping thereโs no replies. Thereโs no option to indicate model in seller page and he sent wrong product and cracked screen protector canโt be Iโm bearing the cost and so I called Q0010 helpdesk hotline.
A service Officer by the name Harul assisted me and I explained my situation to him. I also told him the challenges I faced as Iโm unable to upload the photo proof for the SingPost registered postage. He told rest assured is just a procedure that I got to pay first and seller will reimburse me the shipping once he received it. So I requested an email to upload all the photo proof that Q0010 required to expedite the exchange.
To my disappointment today I received the inquiry updates in my app they claimed that I should be bearing the shipping cost. Q0010 I got no idea why youโre doing this to a sincere buyer when Iโm the victim that got all the things wrong followed all your customer service instructions and I got this instead. I have already paid the registered postage as instructed and sent all photo proof via email.
You guys already aware I have sent out the items for exchange. And yet you all chose to reply few days back and tell me I got to bear the shipping such unethical act and poor service rendered by your team.
Location: Singapore, Singapore
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I agree, Qoo10 is always siding with sellers, since it is in their best business interest.
Fully agreed that Qoo10 customer service is always on sellers side rather than hearing out on consumers. I ordered a vacuum since 14th May 2020, but still yet to received till today. Called Qoo10 customer service to cancel the order for refund, but they told me the coupon used will not be refunded even though seller at fault delayed the delivery.
Facing similar situation here and no way to leave review about seller. They send in writing screen protector and when asking how to exchange they go MIA.
!!!!!!!! SO ANGRY NOW!!!
I have the same issue-pay FIRST and Qoo10 will reimburse!