Do NOT order online gift vouchers
A simple email gift voucher - purchased on their online store as an Easter gift in March 2018 - has not been delivered, notwithstanding 4 emails, attempted phone calls (no answer), online chat. Only an apology but no action. This is very disturbing and I would hate to see others lose their hard earned money on gifts never sent.
What a joke they call Customer Care.
Ordered more than 3 weeks ago, rang after 2 weeks to see where order is, oh hasn't been distributed yet, will be aent next day. Still waiting.
Ring useless Customer Care again at 4.50, get cut off twice after waiting 5 minutes each time then suddenly its 5pm and they gave gone home. Appalling service. Do not buy from them.
Online order - Customer Care NO HELP
6th March placed an order online. After a few days I did not receive any communication regarding when my items would be posted from them so I E-mailed Customer Care on the 11th March regarding my order. 12th March only half the order was received however this product was broken. Phoned Customer Care (was on hold for more than an hour - I would not call this CUSTOMER CARE at all) spoke to [name removed] and she was to arrange the store to refund the missing item and she also advised me to take the broken item to my nearest store and they would ...refund this item (Which I did and the store refunded it straight away). Also [name removed] forwarded me an email to advise that the refund for the other item should be processed between 5 to 10 working days (This is a joke). Now 10 working days later phoned Customer Care again was on hold for over and hour even though the recording was telling me that I was FIRST in Line. Spoke to [name removed] this time and she put me on hold and she advised that she had to call the store that my order had come from. After being on "HOLD" again she did not come back to the phone to give me any information I was hang up on. I then phoned the Warringah Mall Store (This is where my order had come from). I spoke to the Store Manager who was very helpful and she arranged the refund immediately. Thanks [name removed] (From Warringah Mall Store) for all your help today. A word of warning "If you wish to order anything from AUSTRALIAN GEOGRAPHIC google the nearest store and phone them direct ""do not"" do it on-line. all you will have is a headache."
Poor Customer Service - couldn't fill my order, but didn't contact me to tell me this
I purchased an item from the online store on 19th February for my nephews birthday on 1 March. With next day dispatch and 4-6 working days delivery it should have got arrived in plenty of time. I also decided I'd been into Australian Geographic Shops so they were the most reputable of the online sites I was considering. The 1st of March rolled round and nothing had arrived. I emailed Australian Geographic over the next few days to different email addresses I found, including the form on the website, but got no response. I eventually messaged v...ia facebook messenger and got a response saying they'd refund me, but with no other detail. I messaged again for a more thorough answer and was informed there was a stock issue and they couldn't fill my order. I don't understand why they wouldn't contact me directly about this, especially as they had taken my money. A refund followed the following day, but only of the product price, they hadn't refunded the postage and packaging I'd also paid. So i had to contact them again (via facebook) and request that back too. I do not recommend buying from the online store (i have no issue with the physical store or products), but I do recommend contacting them through facebook messenger if you really want a response.
Terrible customer service
I made a purchase online. I followed up 2 weeks later with a phone call (about a 40 minute wait or so). I was informed that they would email the store. Nothing happened. Followed up again (by phone and another 40 minute or so wait). Again informed they would follow up and put a rush on the item. Nothing. Sent an email. They said they'd followed it up. Still nothing. Have sent 2 cancellation emails and haven't received any acknowledgement. Terrible customer service. Total ripoff.
DO not buy things online from Australian Geographic
I purchased 3 items in one order on 7th January. The order arrived on 11th January, missing one item, and with a second item that did not work. When I called, they said my missing item was out of stock and that they were already processing my refund. 2 months later, I have not had my money returned. They do not respond to inquiries, and they do not answer the phone. I have just been on hold at position number one in the queue for 54 minutes, at which point they hung up on me. Never ever buy online form them, the actual stores ate fantastic though.
sent damaged item, they wont reply to emails
I emailed straight away, then regular emails over next few weeks
Not offered an exchange, just ignored
no-one ever answers the phone
Few words of advice!
Don't buy anything online and expect a delivery in full!!!!
I am missing a $200 worth of item that is missing from my recent online purchase (Australian Geographic Order # 300165588!)
Worst experience i ever had with the customer service hotline, was put on hold for 40 mins, then I was told that the ordered item is on back order and they don't know the ETA.
I sent an email to the customer service department, and received a politely worded reply that someone will get back to me very soon. Its going to be a month since then and that never happened!.
I sent another email asking someone to give me an answer with my order! unfortunately, just got ignored!
The absolute worst customer service I've ever experienced in Australia
The absolute worst customer service I've ever experienced in Australia. I ordered three items online on 17th December, and after querying several times what the status was (hoping to get it for Xmas the first time, then my nephew's birthday for the second round), my query was finally acknowledged on 2nd January, saying it had been posted (that day). Turns out it hadn't been, and I have been chasing it ever since. No one answering the phone (including a couple of times when the phone was shut off completely) and no answer to any queries via any ...of the multiple addresses used in their various guises. I then get an email on 6th Feb saying it had all been a bit of a bother, and my money was being refunded. Yeah, thanks, that was great. Absolutely useless. Will not be shopping with them again.
Do not order from this store
Do not reply to emails, take weeks and weeks to actually send out your order and will refuse to cancel an order or return/refund it.
Will not provide refund on returned product
Due to website not issuing purchasing confirmation I inadvertently ordered the same product twice. After an hour on hold, I finally got through to a seemingly very helpful person, who told me that they'd cancel shipping the 2nd unwanted item and the money would go back into my bank account within a week. Money never was returned. Will not respond to repeated requests in writing. Has been close to 2 months now. It will be to their detriment as I will never purchase from them again and will advise others to steer clear. Goes way beyond poor customer service to outright dishonesty.
Worst Online Store - Item Never Received
Purchased the 2018 Art Calendar (the one I have been buying from AG for over 15 years) on 28 December and to date have still not received it, even paid $7.95 for it to be posted. Emails to them go unanswered and was never sent a tracking verification.
Have now raised a dispute through PayPal and after 3 days AG have still not responded to that either.
Now I find all these bad reviews about other's online experiences.
Wow, the writing is on the wall with regards to how much longer this retailer will be around.
Hopefully I will get a refun...
Shame on you Australian Geographic!
I did an online order on 08/12/2017 -Sphero R2D2 droid and force band watch - watch was a free promo worth $140 when you bought the droid - both in stock - only the droid was posted out - not the free item. No emailed tax invoice post order and no tax invoice or explanation for missing item in the box. Contacted Australian zheographic and still waiting a week later for refund and have now lodged a PayPal dispute. Item was sent back and have tracking. Item arrived 20th December.
Website indicated a product ordered was in stock and that usually shipped to capital cities within 2 days.
I waited 2 days and called to be advised the item is on back order. Really you should not take orders under false pretences.
Worst online shopping experience ever!!!
Absolutely the worst online shop and customer service. Bought the gifts for a friend on the 3rd December, hasn’t received on the 20th December. So went into a shop to check because the customer service phone line was faulty. I was told on the 20th the parcel even hasn’t left the shop yet! Almost 3 weeks from the purchase date! Finally got the reply email from the customer service on the 8th jan 2018!
I ordered 2 items online to be delivered before Christmas. The parcel arrived in time, but one item was not what I ordered. The company has not responded to any of my emails and a phone call that I made today saw my call reduce in queue to number One in queue and then to be back to number Six in queue without apology or explanation. AG is not interested in dealing with customers. They do, however continue to send me marketing emails with inducements to buy. I will report them to the Department of Consumer Affairs as a very dodgy Company.
Their customer service is worse than Telstra and Optus combined.
Bought 2 of the same product online in November thinking I would get in early for Christmas. One came in the post three weeks later. The other one, arrived the day before christmas. Tried repeatedly to get in touch with their customer service. No luck. They actually switched off their phone in December so they don't have to answer calls. You might think its okay but I don't. Also, no tax receipt came with either product. I have called and emailed and had no response. It's almost like they have disappeared. I thought it was illegal for them not to supply a tax invoice. Anyways, my advice is don't waste your time purchasing anything from them.
Panic set in when I read the reviews.
I had made an online purchase, admittedly it was New Year's day, January 1, 2018, but the offer was too good not to act.
The price was about 70% lower than other stores both online and instore.
So I bit the bullet, but later came across this page and the reviews...
Oh, Ho!! Oh! No!...
Goods not arriving, faulty product, bad packaging... Was I headed for disaster??
Well, yesterday the ordered item arrived (8 days), checked the packaging, inspected the purchased item AND...
Well on the basis of this I would be happy to deal with this compan...
I Love this Shop
Even though they're a bit pricey, I've been getting a lot of my Christmas presents from this shop for years. I love the range and the staff are always friendly. Reading all the other reviews it looks like they've got problems with their website. I've never used there website so can't comment. Can't beat a store where you can touch everything and speak with someone.
Never again - broken and missing items
After ordering online, instead of going to their Miranda store because the online store encouraged me to "buy online for christmas", I received the cheaper of two toys in time for Christmas. But there was no invoice included, or email explanation given, for that item or the missing ~$70 robot. This was to be a present for my daughter Christmas.
I gave her the cheaper toy for Christmas, inserted the batteries... it doesnt work! We've tried every possible combination. And I've had no response to numerous emails (they have three listed email addr...
Worst online shopping
Purchased items online on the 16th November 2017 only to receive half the order .
Still awaiting a response to where the remaining order is, i have continually emailed them.
It stated when i ordered items that they were in stock , dissapointed in the customer service and no response.
Going to file a complaint with consumer protection , this company needs to be looked at.
They take money for products that are out of stock, and then don't refund the money!
I purchased a telescope online as a Christmas present for my nephew. The website showed this telescope to be in stock, and allowed my purchase to be processed. When I called to check delivery details I was told the telescope was actually out of stock, and that I would be reimbursed straight away (although that the reimbursement might take a few days to show up). Now, many, many weeks later, there is no sign of the reimbursement. They have basically stolen my money. I have tried contacting them, but with no reply. Thankfully I paid for the purch...ase through PayPal, so I have now lodged a transaction dispute through PayPal, which has been escalated. Naturally Aus Geographic haven't responded to the dispute as yet - I'm not holding my breath, but will chase them down until I get this money back. I have a chronic illness which limits my income, so I cannot afford to be left out of pocket over Christmas. I also can't afford the extra time and energy following up on them. When Aus Geographic initially told me that the telescope was actually out of stock, there excuse was that their website sometimes has trouble keeping up with stock movement over weekends (I ordered on a weekend). However it is now obvious, going by other reviews, that this item was out of stock long before I ordered it. So, DO NOT BELIEVE THEIR WEBSITE WHEN THEY SAY AN ITEM IS IN STOCK... and please don't assume you will be reimbursed if the item you pay for isn't actually available. I am extremely disappointed about this whole experience - I thought Australian Geographic were a reputable and 'up with the times' type of company, but clearly they care more about profits than about customers. They do not have the systems or personnel in place for a retailer of this size. Taking money for goods that don't exist is a serious offence, and I hope they realise this. I will be taking matters to Consumer Affairs if they don't respond to the PayPal request for reimbursement. I might add that Australian Geographic is currently owned by 'the Co-op'... they bought Australian Geographic in 2016. This reflects very poorly on the Co-op as well :( !!
An awful Christmas experience!
My partner purchased 2 items online from AusGeo on the 7th Dec hoping they'd arrive before Christmas. We received one item on the 22nd however the telescope we ordered didn't arrive and there was no mention as to why. My partner had spoken to customer service reps prior to the item arriving because she had not so far received any tracking number however they assured her the products we on their way. After receiving only half the order she sent two emails with no reply. I tried calling after Christmas only to be told that the order was 'finished...' and that i'd have to wait until the 2nd Jan until the store opened again and try again then. After speaking to them today they basically told me bad luck, they were out of stock and would just have to reimburse me, after all that! Terrible customer service, no email response, lack of concern for customers. I may just go help myself to a free telescope from one of their stores just for the big mess around ;)
Pathetic online shopping
I put in an order on the 18th Dec for something showing that it was in stock.....recieved an email acknowledgement and that I would be notified when the order was processed and on it's way. I was also told that as the order went in after 14th dec it may not arrive by Christmas....otherwise delivery was 2-4 days. I was happy to wait and use the gift for a birthday after Christmas. Early Jan I still hadn't recieved any notification that the order had been processed despite sending 2 emails. ....so I rang. I was told that they would check which st...ores could send them out and had the item in stock.....um....I thought this order was supposed to have been processed? They are checking when I call a couple of weeks later????? Anyway....only one store who would send it out had it in stock otherwise you have to go to a store to pick it up....um....I paid postage???? Only one store has it available.....after checking several near us....OK I say get them to send it....I will call them was the answer....sorry it is out of stock there....My reply?....tell em why can I still get onto the online ordering and see it showing that it is in stock when clearly there are no stores in Australia with it..... Why is it still showing that it is in stock in that particular store when they have just said they haven't had it since before Christmas? Reply....we can give youa refund.....That's fine saus me seeing I am informed they can order it but it will take several weeks to come.... preparing myself to get a refund....oh it will take over a week to get it back...the person who has to do refunds is away!!!! A big company like Australian Geo????? they need to lift their game. First they take my order when clearly the item was out of stock....had no reply to me email....after paying for postage I am told I may have to go and pick it up from a store if they don't do deliveries!!!! The order wasn't even checked until I called to ask about it ...then I can't get a refund until almost 3 weeks after I first placed the order...!!!! I won't order online again...
Don't buy from here!!!
They took my order before Christmas and it looked like it was ordered just in time... a few days before I tried contacting but couldn't get through... sent 2 emails and had no response. Not only that but my order number was not recognised online. I just spent 40 min holding to speak to someone to be told that it wasn't in stock.... like most of their popular telescopes. But rather than let people know they have taken every ones money and we won't see our presents until mid Jan.
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