They have not improved
I made a purchase online nearly 3 weeks ago. after about 5 days of not getting an email about whether my items have been despatched, i emailed them. Received a reply saying "sorry, the store should be despatching your items by today or tomorrow." that was it. another 4 days went by, still no email. so i emailed again. then received 2 emails from 2 different AG stores, both saying that my items have been despatched (they both listed the same items). why is there no congruency amongst the stores?? terrible. and my tracking number was invali...d!! then i get an email today from one of the stores saying that they don't have one of the items i purchased and i'll get a refund (which is great, but i would've preferred getting my item instead!). this email was after the email saying that my items had already been despatched!! i am so confused! i hope i get my items soon! but horrible online experience. AG, get your act online act together. Too many people are purchasing online now for you to slack in this area!!!
Do not use online store
I purchased a microscope using the online store for my daughter and paid the extra for express post. When a few days passed and I realise the order hadn't even been dispatched yet I tried calling the store at least a dozen times but no answer every time ,then I tried calling customer service at least a dozen times but still noone answers the phone. I then emailed and the reply I received was to call a Shellharbour store in NSW ( I live in QLD) I spoke with the lady in store who said they don't stock that particular item anymore and it shouldn't...be available for sale on the webpage. When I asked about a refund she said that I would have to arrange that with customer service. I have called customer service again but still no answer. I will never use this shop again and when inevitably the doors shut and they are put out of business they will have no one to blame but themselves.
I ordered the TP Link smart plugs during their sales. Two days later I tried to track the delivery using their order number as suggested but it turned out to be invalid number.
I emailed them and received a reply within 30 minutes and they gave me the tracking number. It was faultless from then on and I received the goods in good time and all in good condition.
I was concerned after I placed the order when I read so many negative reviews about their online sales. Perhaps I am the lucky one? Nevertheless, based on my good experience, I would buy from them again.
- Verified customer
Don't give this company a cent of your money!
It was an absolute waste of my time ordering from Australian Geographic. I placed my order four months ago and my issues are still not resolved! I ordered two items. They were sent separately and looked like they had been packaged by a child. One of the products was wrong so I was told to send it back. They have still not refunded me the cost of postage to send the wrong item back. If you have a problem with them, write on their Facebook page. They respond instantly because they want to keep you quiet. They only reply to some emails I send and their responses are brief and repetitive!
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.
- Verified customer
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.
- Verified customer
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.
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!
- Verified customer
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.
- Verified customer
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.
- Verified customer
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.
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!
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