[Rob Barron]

Having ordered my Canon 5D about three weeks ago, I want to warn people about the company I have attempted to buy from. I hope it will not be felt this is out of place and in order to ensure fairness, I will not give any opinions, only the facts I have discovered.

Simply Electronics has a very large website advertising their wares and they offer good prices when you compare with others.

I wanted to buy from the UK and not from Hong Kong as I wanted to be sure I had some simple redress in the case of any problems.

On the SE website, contact details are clearly given with a full postal address in the Isle of Man.

They are not in the Isle of Man. Checkout their website and there is absolutely no indication of this whatsoever. However, go to Whois.net and do a search for their domain name registration and truth is revealed: they are based in Kowloon, Hong Kong!

I ordered from them because their website said then, says now and has said every single day bar none in between: IN STOCK. This is simply not true.

They had none in stock, then gave me a date for delivery: they cancelled it. This happened again.... and again.... and again.... and again! Each time, the excuse was different.

They took my full payment from my bank account (used Google Checkout and a debit card as I don't have a credit card) as soon as my order went in, fully knowing they could not deliver the item.

I decided to do some research about this company and found a whole forum warning people about their experiences with this company. Lots of people, just like me, stories identical. Some have not received goods after months, some asked for a refund and have still not received it 4 months later.

I have now cancelled my order and asked for a refund.

I have no idea when (or even if) I will receive it. The company says 'We have passed your refund request to the relevant department and will e-mail you once the payment has been made.' That is what they always say but you will never hear from them other than replies to emails which are 80% automated or pre-prepared responses.

I now have no camera and until they pay me the almost £2500 back that i paid, I will have no camera. That COULD mean I will not be able to do any photography for many many months. It took me 7 months to save the money to buy this camera and lens and it will take even longer to make the money again, even if my wife does let me!

I have not given my opinion of this company nor of the sales service. I think you can work it out for yourself so I have stuck to the facts. If you are looking to make a major sale, I recommend you look elsewhere: You have been warned!

Cheers,
Rob

ps If you don't see me around for some time you will know why. Not much point if I have nothing to show

[_MB_]

Ouch!!

That's very unfortunate - it doesn't look a particularly good outlook but lets hope it turns out OK.

Worth having a credit card for purchases like this but I guess theres little comfort in that for you now...

[Steve]

Really sorry to read that Rob.

Can the bank not help to get your money back?

Also it made be worth reporting the company for falsifying their details and misleading customers?

[silkstone]

Very sorry to hear this, Rob. I hope it turns out better than you fear.

SE is also an Amazon Marketplace retailer...

Amazon.co.uk At a Glance: SimplyElectronics

... so you could threaten to report them to Amazon if they don't respond.

[fionaB]

ffs sake that is not good!!!!!!!!fingers crossed that it resolves itself quicker than expected!

[Dutchie]

Oh no, that is not good Rob. I hope you get your money back sooner then you think.

[Charlotte]

Bad news Rob

Here's hoping you get your money back soon. And then report them to Amazon!

I notice the camera is showing as "In Stock " in their Amazon store, so I wonder how many other people are going to have the same problem; although it does say only 1 left.

[j sotelo]

sorry to hear that Rob, But I would think you do the checking on the company before the purchase NOT after.

[Rob Barron]

There are only so many checks you can do Sotelo. This is not a here-today-gone-tomorrow company but one that has been around for a while, all the more shocking that they are getting away with this sort of service. If you ask anyone who knows me (try Fiona) they will tell you I spent MONTHS looking around to make sure I bought in the UK and not from hong Kong because I wanted to have a UK based company if things went wrong. I did background research but, and maybe this is just a british trait I don't know, when i read an address on a huge website of a company that has been around for a while, I usually assume that really is their address!

having said that, when I do get the money back I will be driving to the company I choose to buy from, giving them my money only when I have the camera and lens safely in my hands having checked it fully for serviceability. I definitely believe in once bitten twice shy!

I want to stress I have bought MANY things from HK and most companies over there are absolutely fine and look after their customers well. I just got unlucky this time.

With regards the money, I have been informed by Trading Standards that there is a scheme I hadn't heard of called Charge Back which applies if you pay using a VISA debit card (Mine is Visa Electron) so I should be covered there but first I need to go through Google Checkout as there is some protection there too. So here's hoping, it could be a fair while but hopefully i'll have the money back eventually. All i need is for Canon to announce a price drop next month to make me feel better..... but I won't hold my breath! LOL

Cheers all,
Rob

[DaveB2409]

Rob , This is not the service you want irrespective of where the company is based.

Simply Electronics website does unfortunately give details of the Hong Kong address in its T&C's. It does also state that it is a Limited Company. On checking Companies House there is a Simply Electronics Ltd registered in the UK with a London address. If this is the same company you may be able to pursue that avenue if the refund does not appear soon.

Dave

[Rob Barron]

Thanks Dave, that is useful information. I'll hold onto that in case I need to go further to get my refund. I really appreciate your help :o)

Cheers,
Rob

[nevernamedaldo]

Sorry to hear your news Rob, hopefully things will be resolved and you can get back to taking pics again,ye just never know with electronic buying, hope you hear something positive soon as i know how much this new 5D(mark2) means to you after the time spent saving up and selling yer other gear....
cheers
alan

[WOODY]

ROB, REALLY SORRY TO HEAR THIS, HOPE YOU CAN GET IT RESOLVED SOON.

HOW MUCH IS A RETURN FLIGHT TO HONG KONG ? AS I THINK I WOULD BE ON ONE, TO GET SOMEBODY FROM THIS COMPANY BY THE THROAT

[Rob Barron]

Some good news at last....

I have been assured by Trading Standards and my bank that because I used a VISA debit card, I will be able to get a refund through a system called 'Charge Back'. It will take time but I will definitely see my money again... phew!

So, with that assurance in mind, I have been able to secure the funds to buy the camera locally. Not only that but I have actually found the camera in stock at London Camera Exchange. I have seen it, held it in my hands, checked it, checked it again and checked it wasn't waiting for another customer who had already paid... the guys in the shop must think I am totally paranoid now!

Long and short of it is this: I have paid a cash deposit so the item is reserved with my name on it (the manager even gave me the pen and said 'Here, you right your name on it, then you'll feel better' and gave me a nice big smile. Guess he understands my plight only too well... he sure did when I mentioned the name of the company I had been messed up with!

On Monday after work I will be going down to the shop to hand over the balance and take my baby home with me :o)

Ok, I admit I am still not going to be totally satisfied until it is in my hands at home but at least I am feeling a load happier than I was this time last week.

And Woody, if I ever do get to Hong Kong, a certain company might want to close for the duration of my visit

Cheers all,
Rob

[Steve]

Thats great news Rob

Are you buying it as a kit with the 24-105L?

[WOODY]

ROB, I AM REALLY PLEASED THAT YOU HAVE MANAGED TO GET IT SORTED OUT.

I HOPE HOLDING YOUR NEW CAMERA TOMORROW, WILL MAKE LIFE BETTER.

[fionaB]

excellent news which will only be topped on the return of your hard earned cash! glad it put a smile back on your face!

Fi

[Dutchie]

Great to hear Rob. Have fun tomorrow with your new toy

[Charlotte]

Glad it all worked out for you Rob

[Dabhand16]

[DaveB2409]

Not long to wait now. Glad it looks like all will be okay.

[morlandroger]

Just picked up on this thread bit of a roller coaster ride but pleased all is working out Rob

[Rob Barron]

As of under 3 hours ago, I became the proud owner of a Canon 5D MkII thanks to the lovely people at London Camera Exchange in Bournemouth who kindly kept back the only one they had in stock for me :o)

I will use it for a few days before giving a review properly in the Revie section but I have to say first impressions are WOW!

Thanks for all your support and kind words, you kept me going through the nightmare! Simply Electronics are still to make the refund but that will happen at some point. I am amazed how many emails I have received from people with the exact same story to tell as myself with regards this company!

But sod 'em, not going to think about them now, except to urge their bankers to cough up LOL.

Cheers,
Rob

[Chris H]

What was that about Bankers

I'm glad your getting the money side sorted, as for the 5D2 I decided I'm going to stick to aps for now.

The Crunch hit my wallet LOL.

Hope you can now enjoy your photography again

[P-E]

Congrats on the new camera Rob

[frances]

wow ! phew is right !! I just don't know what I would do, if that happened to me ! It would be torture ! So happy to hear that you have the camera, and we all can't wait to see your first pics !! so Hurry up and post some ! cheers !

[Slade]

Glad it is all getting sorted, and congrats on the new camera, now try and enjoy it.

[simpbow]

That's terrible Rob, hope you get things sorted out, not the point though as you've been left without no camera & out of pocket.

[slowpoke rodriguez]

Rob, what happened to you is awful, and a cautionary tale to all of us to be beware. I really hope you get your money back.

The silver lining is that you are now the proud owner of a lovely new camera which having just read your review you are clearly chuffed to bits with. I hope you will be a happy couple for many years to come

[Rob Barron]

Hi All,

A final update on the situation here for you....

After asking for a refund several times over 2 weeks and getting fed up with 'Yes sir, we are sorting it out for you, thank you for your patience' type garbage, I decided to go back to Google Checkout. Within 24 hours I had a reply from Google saying they had written to Simply Electronics and insisted they make the refund payment within 5 days.

Guess what, the same day i got a letter from SE informing me the payment had been made and would appear in my account within a few days. Now, Wednesday, I have checked my account and.... <trumpets sound> .... the refund has appeared in my bank account

So, it took a lot of hassle, worry and persistence and SE were truly a nightmare to get any answers from other than standard replies saying 'we're doing it' - which they clearly weren't! - but eventually I have got my money back and of course I also now have my camera so am a very happy chappy

What do I recommend after this experience?:

1. Don't buy from Simply Electronics. They are liars and simply cannot be trusted - why else would you say you have things in stock, keep insisting you have yet never send anything out plus make a frontage postal address in the Isle of Man when you are a Hong Kong company! I have put that in the hands of the IoM Office of Fair Trading and they are looking into it with a view to getting that address removed as it appears the company have nothing more than an unmanned office there and no actual business in the IoM - illegal under Manx law.
2. Before buying something online when a site states In Stock, give the company a ring or drop them an email asking this question: 'If I go ahead and place my order today with full payment, on what date will you despatch my goods?' If they can't answer it then they do not have it in stock. If they do answer but don't send it on that date, you will have quick recourse to asking for a refund.
3. Pay with a credit card or a VISA debit card as you will get protection from failure to deliver for any reason.
4. Ask around on Pixalo about companies you haven't heard of. There are loads of people on here with experience of buying from all sorts of companies and can give you their own thoughts and feedback on how they got on.

Finally, thanks all for being my sensitive sounding board when it was all highly frustrating, not to say worrying, and also for the bits of advice offered.

Now I am off to play with my baby

Cheers,
Rob