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Discussion Starter #1
Just thought I'd share my experience of ordering products from eMoto - not one I will ever repeat and not one I'd ever recommend.
I ordered (quite a lot) of parts for my F4 in September - and have yet to recieve part of the order. Despite numerous phonecalls (to surly nasty mannered shop staff who actually hung up on me twice) and many email requests (detailed below) they still refuse to refund me for the parts outstanding. I've worked in retail myself - and this is the first time I've ever had to complain like this about a retailer - I'm a pretty tolerant and understanding person but this has been ridiculous.

They are in direct breach of the distance selling act 2000 by not refunding or delivering goods within 30 days.

Have a read of the emails and draw your own conclusions:


Date: Thu, 20 Sep 2007 19:52:11 +0100
From: [email protected]
To: Your order from eMoto UK has been processed successfully


From:
Sent: 30 October 2007 13:33
To: [email protected]
Subject: RE: Your order from eMoto UK has been processed successfully


Hi,

I placed an order on your website on the 20th September (reference: emotouk1190314224 below) however, I am yet to recieve the complete consignment.

I would therefore request that you refund the full outstanding amount to the card used in the transaction.

I do not want a store credit as suggested by your staff - but would like a full refund for the goods not recieved.

Please contact me to confirm this refund.

Regards,

Joshua Fitzgerald




From: [email protected]
To:
Subject: RE: Your order from eMoto UK has been processed successfully
Date: Tue, 30 Oct 2007 13:33:57 +0000
Hello,
The consignment will be shipped next week as these parts are now due on the next consignment from Italy.
Thank you.
Kind regards,
Sales Dept
eMoto
From:
Sent: 30 October 2007 13:54
To: Sales - eMoto UK
Subject: RE: Your order from eMoto UK has been processed successfully

Hi,

I would not like to wait another week, as I have been promised that they will arrive 'next week' on 3 occasions already. Please refund as requested.

Joshus Fitzgerald





From: [email protected]
To:
Subject: RE: Your order from eMoto UK has been processed successfully
Date: Tue, 30 Oct 2007 14:02:55 +0000
Hello,
Thank you for your email. The promise was made last week on the pretence that the parts would be included in last weeks package.
The parts have been ordered in for you and will arrive next week.
Thank you.

From:
Sent: 30 October 2007 16:51
To: Sales - eMoto UK
Subject: RE: Your order from eMoto UK has been processed successfully

Hi,

The promise you refer to has been made several times and every time on the same basis. I am not happy to accept the same promise a fourth time. If I do not recieve either the goods or a refund by next week I will be seeking recourse through my solicitor.

Furthermore I am also an established member of many mv agusta and ducati forums and I will make it my business to ensure that all my fellow bikers are very well aware of the poor customer service you have provided.

Since I own 3 ducatis and an MV it is a shame that a company that boasts an impressive range of products has shown a woeful approach to its customer service and communication, as I would have been a long-standing customer.

Joshua Fitzgerald



From: [email protected]
To:
Subject: RE: Your order from eMoto UK has been processed successfully
Date: Tue, 30 Oct 2007 16:56:27 +0000
Dear Sir,
There is no poor customer service here, the facts are: if a part is out of stock, we cannot ship it as it is physically not in our warehouse..
We have informed you on several occasion that the Rizoma grips were out of stock. We have not made an promises.
We have advised you ONCE of the expected date of arrival.
We now have confirmation that they will arrive next week and will ship out immediately.
We have communicated and responded to all your requests in a timely manner.
Kind regards,
Sales Dept
eMoto



From:
Sent: 30 October 2007 17:19
To: Sales - eMoto UK
Subject: RE: Your order from eMoto UK has been processed successfully

I am afraid we will continue to differ here - and several promises have indeed been made on 3 seperate occasions. I was not once advised of any delay in the shipment of the grips and bar ends that are outstanding, the only (very limited and untruthful) information I have had is through the several phone calls I have had the misfortune to have to make to your shop staff.

I will not continue to dispute this with you - but I will make this issue as public as I possibly can and will pursue legal recourse if the matter is not resolved within the week.

I hope this clarifies my position on the matter.

Joshua Fitzgerald



From: [email protected]
To:
Subject: RE: Your order from eMoto UK has been processed successfully
Date: Tue, 30 Oct 2007 17:22:05 +0000
Hello,
That is correct the matter will be corrected within the week as next week the parts that YOU ordered and we ordered in especially for you will be shipped.
We have record of two phone calls from you.
We trust this is understood.
Kind regards,
Sales Dept
eMoto
From:
Sent: 09 November 2007 14:22
To: Sales - eMoto UK
Subject: RE: Your order from eMoto UK has been processed successfully

As per the email below - I would now like to make my final request for a refund for the goods not recived (Rizoma bar end and grips) totalling £52.98 since I am still yet to recieve the remainder of this order despit your assurances.
Please refund my card as agreed.

Josh Fitzgerald



From: [email protected]
To:
Subject: Re: Automated Reply Re:
Date: Fri, 9 Nov 2007 14:24:30 +0000

This is an automated reply to your message sent to: [email protected].

Dear Sir

Thank you for your email.

We are currently away at the Milan Motorcycle Exhibition. We will return
on the 12th of November. We will try and reply to your email as quickly as
possible. We apologize in advance for any delays in replying.

Best regards,
eMoto Team
www.emotouk.com



And lastly my email today (to which I have still recieved no reply):


Again I would like to make a request for a refund regarding the matter below - as I'm sure you are aware the distance selling act demands that you must deliver goods ordered within 30 days unless otherwise agreed. Therefore unless a refund is issued today I will be contacting my local trading standards office at county hall.

Joshua Fitzgerald
 

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Joshua, can I thank you for sharing your experiences with me on the MVAgusta, Ducatisti and Ducati Sporting Club message boards.

I swear it got better with each reading.

Good luck.

bc
 

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Ball & Chain magnet
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i had about 700** u.s in parts on hold from Emoto....took like 3 months to get the stuff.... I never complained, just made sure they didn't forget about me..... finally got my stuff and Geoff added a few suprises for me.... had a long wait, but still will do my biz with Emoto..... great guys that get really busy at times.... I can understand that.

Why is everyone so inclined to sue these days??? The prices of Mv's hasn't risen that much.....I dont get it. :banghead:
If you want to be respected, then first show some respect.
Emoto is good people. :smoking:
 

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I agree with Djester; parts from Italy take time and it's never as fast as we would like. PATIENCE and persistance are recommended.Your first email was only on Sept 20,2007.

Joshua, hang in there. Parts are better than money, espec those rearsets.

Peter
 

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Discussion Starter #11
The point is I have waited so long that I just want my money back. I am legally entitled to it and as they have given me false info on when it will be delivered I'm not inclined to wait. If they were such good people and law abiding then they would have returned my money when I requested it.
 

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I dont want to comment on the issue but i have learned one thing..
When i want some special parts wich comes from Italy i mail Geoff first and ask if they have it in stock.If not how long it would take and etc....
Mee too i have waited long time for some parts but anyway i`m satisfied to E-moto uk.

sorry to hear about your probs....but nothing i can do to help

Mike21
 

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Those are some of the most polite emails from an irate customer I have ever read. I'm impressed.
:popcorn:

CAG
 

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Have to side with JCFI, and won't be doing business with EMoto if I can avoid it. Seems like the other posters have forgotten that customer service is supposed to be just that....customer service. It is frustrating to wait 40 days for something, only to find out in an e-mail generated by the customer inquisition that something is on back order. Customer Service should alert the consumer when an iitem purchased is on back order and give them to the best of their abilities a reasonable timeframe for delivery. JCFI's tone in the original e-mails wwas not unreasonable! The increasingly smarta$$tone of the EMoto representative however was unacceptable and in fact should have just refunded the money if that was the customer's wish at that point!
 

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I honestly can't belive that they would take your money before they ship the items in question out!:jsm: That to me is just bad buisness practice:bash: .
 

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Exclusivity ?

I had a similar experience with about £400 of parts (rear hub and stand), which I needed to get back on the road, it took about six weeks for them to arrive. I kept the e-mails polite and asked for arrival dates etc. to which they always responded (late at night!) but were sometimes a bit vague. I did wonder who these people were after a telephone chase up produced a mono syllabic abrupt heavy accented response. The parts did arrive and were fine, but I wish that they had given me an idea if they were in stock or an accurate delivery date. I had to get my old Ducati out of moth balls to avoid wasting a big chunck of the Summer !

I would use them again, but would ask some specific questions on the phone rather than clicking away blindly on line !

I learned that these bikes are special, I still need my Ducati after all and I still love it and know that it is not a riceburner overnight delivery experience. Oh and 'Patience is a virtue'.
 

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Reopropf said:
I agree with Djester; parts from Italy take time and it's never as fast as we would like. PATIENCE and persistance are recommended.Your first email was only on Sept 20,2007.

Joshua, hang in there. Parts are better than money, espec those rearsets.

Peter
+1, look at the time MV Factory parts can take :jsm: I have been waiting since July or August for a set of new plastic fan blades from MV........
 

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I suppose if they stated "do you realise these parts could take weeks or months to arrive?" then they wouldn't get many orders. But they are legally obliged to offer a refund if the parts haven't been delivered within a reasonable amount of time unless the purchaser was initially informed of the expected delay. Not informing the customer of this and then jinking irate requests for refunds doesn't do them any favours.

Si
 

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Well, I have been waiting for a carbon part from "MV Corse" 9 months, and after lots of complainings finally I´ve got it.

I have different parts from e-moto, and always they have keeped me informed regarding the timing for shipping and stock resources. Some times they´d need a week and sometimes a month, but finally they did it correctly (it depends of stock availability). Even once in the past they have shipped to me in just 1 day ( but just with stock availability for sure).

So please, be patient and friendly and finally you will get your parts, for sure.
 
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