Esquire let me down :(

T

The_Unnamed

WUD FTW
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After 2 previous successful online orders and 1 successful telephonic order i decided to use them again for my latest build.

I ordered an ASUS motherboard, 4Gb for DDR 1333 and an Intel i3-2100 on the 28th of November using the esquire online ordering.
Everything was paid for in full and payment was confirmed. Everything except the CPU was delivered the following day, after phoning to find out why they said they have no stock of it and will be getting stock soon from Cape Town.

12 work days later, multiple unreplied to emails and many many phone calls, i get told yesterday i have to pay an extra R128 for the CPU. The same CPU i paid for in FULL 12 days prior.

And to top it off they told me over the phone that they received the processor on the 6th of December. And i STILL do not have it in my hand, after paying the extra bloody R128 and after phoning again to find out i get told that its been invoiced, thats all i could be told.

Really pissed about right now. :mad:
 
Thanks for letting us know about this. I always hold my breath when doing online orders in SA. You just never know what the final outcome will be.
 
I get really irritated when businesses deliberately just don't reply.

We need a trading standards officer in SA to grab people like this and shake them into the 1st World.
 
The_Unnamed said:
multiple unreplied to emails and many many phone calls
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This seems to be a problem with them. The sales people are driven to make money so they simply don't want to have to deal with your problems. There is no money in it.

I've tried on several occasions to get a response from a sales person regarding simple things like can I source an HP carepack from Esquire. I phoned HP and they said Esquire can sell them. I email sales people and get ignored (one guy even told me to buy it from somewhere else). Or items that aren't in stock, if I ask when they'll receive stock again, never hear from them again.

Not to mention that you always wait 1 hour to 2 hours to get your order when you come to collect.

They don't have good service (fact), but the prices are very low.
 
Try PM-ing the rep on this forum. Helped me when I had an issue.
 
That is really not cool!

I must say I don't even bother emailing them, I have sent a number of emails in the past and NEVER received a single reply.
 
I'm sorry to to have to say but you already caved to the pressure they placed on you and allowed for the perpetuation of a terrible attitude and business practice. You should have never paid anything extra. Esquire advertises the online ordering system and encourages dealers to use it. You paid for an item that was priced at a particular value at the time of placing the order and according to the system, in stock at the time as well. The problems with the system and stock in your location has nothing to do with you and you were entitled to demand you received your item as paid for. I don't think we need any standards body in this country, all we need to do as consumers is keep companies on their toes by not being bullied around and demand the service we expect and have been promised. Go straight to the top (if no one lower down is being helpfull) and get the matter sorted. At this point I don't think management is even aware of your plight. Foward your unanswered e-mails to the regional manager (forget branch manager) and see what response you get and ask him to explain the price increase. Seems to me as if they charged you the courier fees to bring the CPU from Cape Town. And in the end if you're still not happy, go Hello Peter on them.
 
The CEO/MD of Esquire (Mr Mahomed, username Esquire) is very active and helpful. He'll reply, I'm sure, and sort something out. So PMing him effectively takes you right to the top.

But in their defence, it sounds like their online pricing did not update with latest pricing on the CPU? Intel CPUs took a large price increase 1 - 2 weeks ago. E&OE.

I will not deny though that by the sounds of it, some staff (particularly Gauteng) could convey themselves more attentively.
 
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This was definitely not handled correctly by Esquire and you should take it further.
On a happier note, the service I received so far at their Durban branch have been excellent! Friendly staff, good advice.
 
PostmanPot said:
E&OE
Click to expand...
Errors and omissions excepted does not decrease a company's libiabilities when a quote was provided.

I work in a industry where we provide insurance quotes. We telephonically record a quote with stringent legal requirements on the recordings for exactly this reason. Furthermore if you doubt this fact have a look at Pick 'n Pay, Builder's Warehouse, etc. If the shelf price and actual price differ they MUST give it at the lower price. (In fact Pick 'n Pay will give you the item free if the price was higher than the shelf price).

A quote is legally binding, regardless of what you put in your terms and conditions.

I love it when companies put these clauses in their terms and conditions. They can put in there you forfeit your life, doesn't make it legally binding and isn't worth the paper they wrote it on.
 
I don't think when esquire reads this he is going to be too impressed with the service you received and I'm sure he will rectify the situation.
 
za1 said:
I don't think when esquire reads this he is going to be too impressed with the service you received and I'm sure he will rectify the situation.
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Which is fully understood. I have received the processor today, still extremely pissed they can quote me for something and turn around 2 weeks later and say i must pay more .
 
I would be Pissed off too ,

Please let me know who told you to pay extra as the price was correct at the time you ordered the item
I do update the Online pricing every Saturday night so it could have been that where the problem came in but that is not your problem , it is ours so you should get the Cpu at the price your ordered and paid

If you have any issues speak to graham or frank and tell I said they should honour the price

I have already emailed them this post

Regards
Mahomed

You are most welcome to email me or PM if you have an issue like this , I am always here at nights till late
 
Esquire said:
I would be Pissed off too ,

Please let me know who told you to pay extra as the price was correct at the time you ordered the item
I do update the Online pricing every Saturday night so it could have been that where the problem came in but that is not your problem , it is ours so you should get the Cpu at the price your ordered and paid

If you have any issues speak to graham or frank and tell I said they should honour the price

I have already emailed them this post

Regards
Mahomed

You are most welcome to email me or PM if you have an issue like this , I am always here at nights till late
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Give this man a bells. That's what I expected from Esquire in the first place.

Additionally a small "token" of appreciation as apology by virtue of a discount or "present" towards the new PC on top of the R128.00 refund (He already paid that additional charges) would also go a long way to restore any lost confidence. :)
 
+1 Esquire (Mr Mahomed & DBN Sales team :p) is the best out there :), as he says, the price should have been honored. Give him 2 bells (the ones that chime) ;-)

wily me said:
Give this man a bells. That's what I expected from Esquire in the first place.

Additionally a small "token" of appreciation as apology by virtue of a discount or "present" towards the new PC on top of the R128.00 refund (He already paid that additional charges) would also go a long way to restore any lost confidence. :)
Click to expand...

Admittingly i feel when you guys say you don't get a response, i am guilty of this when working in the Sales for an iT Retail company few months ago and i certainly have learn't alot from making those mistakes :(.
 
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