Let's Make Robots!

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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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. 

 

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.  

 

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! 

As I work in Dagu I also understand the logistics problems. What I do not understand is the lack of response to emails. That is a sure fire way to loose customers. I check my email before I even get out of bed thanks to modern mobile phones. I always respond within 24 hours even if only to say I'm looking into the problem.

What Oddbot describes is what I like to call good business practices. I have not purchased anything from Dagu yet, but in my (self-appointed) role as mistery shopper, I intend to do so soon.

These days Dagu do not normally sell directly to individuals as this would undercut our distributors. Because of shipping cost it is often cheaper for you to buy from a distributor. That said I do provide customer support here on LMR. That way when you have a problem with one of my products then everyone can read about it. Hopefully this solves problems for them as well. The perfect example is Mr. General.

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

Hi everyone! This is Danny founder of DIYbin.com. I looked into the reasons behind the hold up with your order.

After reviewing everything in detail it was found that one of the items went out of stock at the time was order was placed.

When this happens we immediately place orders with our vendors to make sure we get more stock on hand. We do this ahead of time without orders - however - there are times when it just happens. In your particular case - I have confirmed that we ordered the component from our vendor - further - have been waiting ourselves since your order was placed for these parts to come in.

There was one more thing that did occur with your order. In the recent months we have been getting quite a bit of fraud from international customers. When you messaged customer support about changing the shipping location to an international location it prompted a red flag for us and we started reviewing your details.

We make our best attempt to meet all of our customers demands and strive to improve ourselves through helpful feedback like this.

Given the nature of some of these products they are somtimes hard to keep enough on hand due to limited quantities available from the manufacturers.

A little behind the scences of DIYbin.com. We are in process of purchasing a larger warehouse, hiring 10 more people and adding phone support. We have grown tremondously since we started and its been quite a ride keeping up. 

The main reason I started DIYbin.com was because of my love of robotics and the lack of good vendors online selling all the components I wanted. So I set out on a journey to fill this role. Robotics for me has been a huge focal point in my life and my hope is that I can help everyone on LMR and in the community expand their knowledge and grow from robotics.

Andres - I hope you understand where we are coming from. You will be getting a response from our support staff shortly. In regards to these delays and logistic issues - we will gladly send you the package free of charge to wherever you are.

LMR Community - I thank you for your continued support in helping us make robotics, the industry, DIYbin and LMR what it is today and what it will be in the future.