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DIYBin.com: The WORST customer service

I wanted to share with the fellow members my bad experience with the customer service of DIYbin.com.

A very good friend of mine was sent to Miramar, Florida for three weeks because of his job. I intended to have some components sent to his hotel room so that he can carry them all the way back to Argentina. He got there on Sept 18th. I placed 3 different orders. One with Adafruit, (New York, NY) one with Sparkfun (Boulder, CO) and the last one with DIYBin (Miami, FL), tempted by the 5%+5% that this site offers. All three placed on Sept 26th, and all used the same shipping method. The two packages that came from furthest got to the hotel as they were supposed to. The order from DIYBin (the closest supplier by far) has still TO THIS DAY not shipped. Below is a screenshot taken today that verifies what I´m saying.  

 

Keep in mind that, at the time that I´d placed my order, all items were in stock. As a matter of fact, I´d opted to leave one or two items out of my order because they had to be back-ordered.

In fact, I can understand delays in delivery. What I cannot understand is when suppliers ignore my emails. I have emailed DIYBin 3 times. The first when my order was "upgraded" to "Awaiting shipment". The second when my buddy left the US, giving them a new delivery address. And finally today: 17 days after placing my order. They did not reply to me ONCE.

As far as I´m concerned, DIYBin offers a lousy customer service. I´d like to warn everyone about this. Think twice before ordering from them. This is too bad, because they are one of only three dealers that this community has ties to. And they contribute to keep this site online.

I would apreciate any help that any member can give me to get this order (already paid for) on the road.

Thanks,

Andrés   

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I placed my first order with DIYbin on 9/27. The item I ordered supposedly ships in 24-48 hours, but it took until 9/30 to get to the "Awaiting Shipment" stage, where it's been ever since. 

The only response I've had to any emails was when I emailed their main support email address (support@diybin.com), which is given by Paypal as their contact email. The response was that they don't handle order inquiries through that email address. My other contacts through their website have gone unanswered.

I'm unconvinced by Danny's response to your post. If their are issues with an order, all they have to do is contact you to let you know what's going on. If the item I ordered is backordered, they should inform me and give me the option of cancelling the order.

I have asked that my order be cancelled, but I have heard nothing. I have had to resort to making a claim through Paypal, which they have yet to respond to.

I would like to think that your order and mine got stuck in the middle of them relocating as Danny said. Both were placed around the same time.  

Either way, I hope yours gets sorted soon.

Good luck!

Andrés

Someone wiser than myself once told me "None of us would be where we are if it hadn´t been for second chances", and I have to admit, he sold me. At the time I was arguing against giving a second chance to someone who had deceived me in the past.

In other words: "You screw me once, shame on you. You screw me twice, shame on me."

Ever since that enlightening conversation that I started with, I have always given people a second chance. That is what I intend to do with DIYBin. I´ll give them the benefit of the doubt and in some time, I´ll order again. (Specially if they sort out the problem with user afbroman. Now seriously).

Having said that, I´d like to point out that I have never ever given anyone a third chance. I don´t mean to sound threatening or tough. It´s just an honest description of something I believe in.

Have a great weekend, everyone! 

 

My thanks to @afbroman for making me aware of this post.

Before you had your experience with DIYBin, I had my own saga with them, that took 46 days, and filing a dispute with PayPal to resolve.  You can read about it in this post on my blog.  So Anders and Andrew you are far from alone.

As for DIYBin, I personally will never do business with them.  They got their send, third, and fourth chances in trying to fill my order, they don't deserve any more than that from me.  Nor would I reccamend anyone else.  

 

Thanks for the input, Jock.

After reading the post on your blog I took a look at my account and saw that my order was shipped on 10/15. I found it curious that they didn´t email me to inform me of that. They provided a tracking number. The USPS website confirms DIYBin´s version. However they claim that "The U.S. Postal Service was electronically notified by the shipper on October 15, 2011 to expect your package for mailing. This does not indicate receipt by the USPS or the actual mailing date."

I guess I will have to wait and see. Thanks.

Andrés

Anrés--

It has been nearly 10 days since the tracking number was issued, have you gone back to check to see if there has been any further updates to the USPS website?  

Jock

It doesn´t seem so, at least not in this case.

Hey Jock,

To be honest, I hadn´t gone back, but because I had signed up for USPS email updates on that order. I have received no emails, but the address confirmation one. I have just checked, and the message remains the same: "The U.S. Postal Service was electronically notified by the shipper on October 15, 2011 to expect your package for mailing."

Rest assured that I will keep updating this post until I receive the package at home.

Thanks again for your interest.

Andrés 

Well the fact that the status hasn't been updated, IE there isn't even a "Accepted at USPS Origin Sort Facility" (or the like) indicating that the USPS has actually recieved the package is a little suspicious.  But some shipping methods will only update at the end. 

Anyway, fingers crossed...

At this point, it is hard to say what is going on. I am hoping for the best, but preparing for the worst. I don´t have enough factual information at this point to support my opinions. So, I´ll just wait for the package. The postmark date will shed some light on what actually happened.

Yup. Fingers crossed. 

Hi folks -

I just created the account to chime in (well, maybe also to chime in some robotics :-). Please avoid DIYBin like the plague. Honestly, I have not dealt with a worse online merchant in decades - and I do almost all my shopping online.

You do not get email responses and the only way to communicate with them is through PayPal disputes. I waited for several weeks for a shipment that was ordered well in advance of deadlines. Some obvious lie about the shipment being returned was finally given as explanation. The shipment arrived incomplete. Again I do not get any response (and... despite utter frustration, I kept the tone very polite) - so open is the PayPal dispute once again. I am just glad I back up each purchase with plastic so I don't have to rely on PayPals methods to deal with this merchant.

Please do NOT do business with this merchant. It's setting a bad example and encourages unethical business practices.

(I want to add that this is a standard US order from someone who receives shipments almost daily from other stores, as well as many overseas eBay purchases. You are better off purchasing overseas from a Chinese seller than from these guys in Florida.)