OzSale

OzSale Questions & Answers (page 3)

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Rebecca S.
Rebecca S.

I had a return authorised but an email with return contact details was never sent to my email address. Therefore I have a suit I can’t return. Please could you help me. Regards Rebecca

OzSale
OzSale   DM   

Thank you Rebecca for your review and I am sorry that you have not received the return details. Could you please let me know the order number you are referring to for me to check further? Thank you

Jodie
Jodie

My account was hacked. I contacted OzSale through the Contact Us section, and was told to contact the fraud section. I did this, but have not heard back, after nine days. My concern is, that the hacking involved ordering an iPhone, and that our PayPal account has been charged. I tried to reset my password on the account, but to no avail. I cannot check the status of the order, and have requested that it be cancelled. Can someone PLEASE help me?

OzSale
OzSale   DM   

Hi Jodie, thank you for your review and I am sorry for the issue. As this is a fraudulent transaction, please contact your card issuing bank to report this to them to investigate further. Thank you

Taryn
Taryn

Hi, my order number is 33615716, and I never received an invoice number. I ordered this on the 12th of October, and have never received confirmation about my order. When I log into my Ozsale account, it says that I have no current orders, however there has been money taken out of my account for this order.
My name is Taryn Roebeck.
If someone could get back to me, that would be great.

OzSale
OzSale   DM   

Hi Taryn, I have checked and I can see that the order has been placed under your hotmail.com email. The order has been shipped and you can expect them within 7 business days. Thank you

Joyann
Joyann  

Hi Taryn I had the same issue. No invoice or even either when I logged in to Ozsale and did the chat thing. An invoice still never appeared. If I clicked on my confirmation email I got the whole Covid warning thing. Also if you’ve purchased anything that’s in more than 1 box don’t expect it to come together. You just get 1 box randomly at a time! Good luck with them and the quality. I hope it works out for you as they don’t stand by their their refund policy or customer service.

Lorraine Veli
Lorraine Veli

Hi I have not used ozsale for a while and it is using my old email address
[Email Address Removed] this is hant been used for 15 years could you please tell me how to change to

My new email address [Email Address Removed]
Thankyou

OzSale
OzSale   DM   

Hi Lorraine, I am sorry we will not be able to amend the email address on the customer's account due to security purposes. If you can login into your old account, please login and make the changes under My Account> My Details. But if you can't login into your old account, please create a new account with the new email address. Please be informed that we will not be able to transfer the order details from one account to another. Do let me know if you have any queries.

V Meritor
V Meritor

Hello,

I placed an (ORDER 33458133) with OzSale on 10/09/21 and have since been trying to get an answer from your Customer Service team as to where I can view the tracking information as this does not seem to be visible on my account anymore? The last communication I received back was on 29/9/21. Initially the responses were made on the same day which was good - the last reply was as per below response and I have since followed up with 3 other messages to which I have had no further correspondence back as of 29/9/21. I can't even view the tracking information/number to check on AusPost for any status updates.

Hi XXXX,
Thank you for your message.
I cannot answer for them, but all courier service currently are facing a lot delays due to the covid situation. It possible that they might have overlook on the tracking side for you order.
If you require any further assistance, please be sure to me let know.

I have requested to cancel the order and obtain a refund in which there has also been no response - seems like I am asking a brick wall over general questions and Covid is the excuse for everything at the moment. It is now 2 weeks of no correspondence and a month since I have ordered where no goods have been delivered - this is now just unprofessional business conduct and I am disappointed at the level of customer service.

All I want is a response with a resolution, we no longer want the product because of this and would like to cancel/return once this item arrives for a refund or if it is arriving ideally this week that would be fine but I have no idea as there is nothing to go by and waiting seems to be excessive and excusable. These items were required as a prize and as of now I have no idea if or when they will arrive. If someone could please assist with this matter that would be greatly appreciated. It is simply frustrating that I have to go on another platform to try and get a response.

K R.
K R.  

Sorry, I can't help, good luck they rarely respond 'to me and if the do it makes no sense. If you paid by credit card your bank can usually reverse the payment. Good luck I've waited almost 60 days for a refund and I have Paypals help.

OzSale
OzSale   DM   

Hi V Meritor, I am very sorry for the delay in your order. This is being shipped directly from our supplier. With these, an investigation has been lodged to check on the order status for you. We expect to hear from them within 1 business day. I will get back to you as soon as I have an update. Thank you

V Meritor
V Meritor  

Thank you very much, looking forward to hearing back from you.

OzSale
OzSale   DM   

Thank you for understanding. Our supplier is in the midst of investigating the order and as soon as I receive an update, I will get back to you.

V Meritor
V Meritor  

Hello, I was originally advised 2 business days is when we would hear a response back from someone who has directly contacted me via email. It is now 4 business days and no response or a tracking number to check the status of the parcel or any solution to this issue. Can you please escalate this further as I am getting quite frustrated with the lack of customer service and poor response back when the goods are well overdue. They should have certainly been delivered by now so this is unacceptable.

OzSale
OzSale   DM   

Hi, thank you for your reply and I am sorry that you are yet to receive your order. Could you please drop us a private message confirming your address for me to check further? Thank you

V Meritor
V Meritor  

Hi,

Details from a snippet of the message I received from OzSale dated 14/10/21. I really need this to be escalated ASAP. The address goods should have arrived to is 50 Calarco Drive, Derrimut, Vic, 3026

Hi Veda,

Thank you for your message from contact number 5655073

I am sorry for the issue with your order from invoice 41137612

I have created this new contact message for our seller to assist you directly with your enquiry and they will provide a response within 1 – 3 business days.

Hi Team, This order was dispatched 2 weeks ago and is still not traceable.

Warm Regards,

OzSale
OzSale   DM   

Thank you for your reply and I am sorry that you have not received a response. I have now escalated this to our team to check further. As soon as I have an update, I will get back to you.

V Meritor
V Meritor  

Great, thank you very much. I am glad someone is responding back.

OzSale
OzSale   DM   

I am sorry for the experience. As you have not received the order, a refund has been processed yesterday 26/10/21.The funds will be credited to your account via the original payment method within 7 to 10 business days. Thank you

Krystal T.
Krystal T.

Over a month ago I requested a return, i was asked to send photos of the product so I did but I have yet to receive a response.
It has been over a month and I am worried I have missed the deadline for a return. I emailed the request the day I received the parcel, but because of the lack of customer service I may not be able to return the item.
Please let me know what I can do. Thanks.

OzSale
OzSale   DM   

Hi Krystal, thank you for your review and I am sorry that you have not received the return instructions. Could you please let me know the order number you are referring to and I will check further? Thank you

Krystal T.
Krystal T.  

my order number is 33344289
my email is krystalthompson2002@gmail.com

OzSale
OzSale   DM   

Thank you for your reply. I have checked and I can see that we have requested the photos of the item but we had not received a response. Could you please attach the photos of the item in the original packaging for me to raise it further for the return instructions? Thank you

Krystal T.
Krystal T.  

I sent an email on the 1/9 with photos of the product and I have just resent them.

Krystal T.
Krystal T.  

What email address am I supposed to send the photos to? I have sent them and it says that the inbox is not monitored

OzSale
OzSale   DM   

Thank you for your reply. Could you please attach the photos to this thread and I will assist you further. Thank you

Krystal T.
Krystal T.  

Hi team, I received a response through oz sale and I attached photos and information, I was given a return address and sent my product back well over a month ago. I recently went back to the oz sale website and it said my return request had been declined. I sent a message through my account about the return explaining my situation and asking for an explanation as to why it’s been declined, even after I paid to have it shipped back to you guys. This seems to be the only place I can get a response so if you could please explain to me what’s going on, that would be much appreciated.

Pamela Greentree
Pamela Greentree

I received my order no.3352022, invoice no.41221748 I need to return and receive a replacement for iphone 6s+cover. I was sent a cover for an iphone 6s. Please advise me how I am able to receive a replacement.

Dash
Dash  

I presume you need to follow their returns guidelines, if you got the incorrect item

Skyler H.
Skyler H.  

Unfortunately Dash, these people have no contact number, take days to respond to an email and beat around the bush, so unfortunately, following their returns guidelines isn’t that easy. I know if someone who received a broken entertainment unit a month ago and is still trying to get a refund. It’s now coming into having to go the irfan rout.

OzSale
OzSale   DM   

Hi Pamela, I am sorry that you have received an incorrect item. Could you please attach a photo of the item received for me to escalate further? Thank you

Aparna S.
Aparna S.

Hey, I’m suppose to receive my order latest by 27th (that is today), but my order hasn’t moved from Sydney depot since 7th September. I worry if I would receive my order by today. Specially, after I looked at the reviews of your delivery partner, it’s even more disappointing. Can you please look into the matter and make sure that I receive my order as soon as possible? It’s already 15 days late as initially, I was supposed to receive my order by 13th. I understand that due to covid, there are delays but there are parcel services which are still delivering on time. I have received parcels which I had ordered later than this one. Kindly escalate this matter and please make sure I receive my order as soon as possible. Because of the delivery services, you guys are suffering for no mistake of yours.

Order Number: 33433306

OzSale
OzSale   DM   

Hi Aparna, thank you for your message and I am very sorry for the delay in your order.
This is being shipped directly from our supplier. With these, an investigation has been lodged to check on the order status for you. We expect to hear from them within 1 business day. I will get back to you as soon as I have an update.
Thank you

Lorraine
Lorraine

I have sent two emails thru your customer site and have not received a reply. My order #33464375 was due to be delivered 15-21/9/21 and Auspost have no record of tracking #GNY5235088!
Lets see if this gets a reply.
Lorraine S

OzSale
OzSale   DM   

Hi Lorraine, I am very sorry for the delay in your order. Australia Post is experiencing delays on its end due to the lockdowns and the huge number of parcels received. They are working to get the orders delivered as soon as possible and you can expect the parcel within 5 to 7 business days. Thank you

Crystal V.
Crystal V.

Hello OZsale. My order is 33312988 on august 14th 2021. invoice is 40941523. Courier confirmed it had been lost. So my order will never arrive. I have contact supplier on 9-september and they said they will do refund, I keep pushing them and on 22-sept they ask me to open a return then they can send refund. So today 23- Sept I open the return and the website said you currently have no order for return. Asking them why then they said because my order is over 30 days, They ask me seeking help from oz customer service. Pls kindly help my order for me to get refund from them. Thank!

OzSale
OzSale   DM   

Hi Crystal, thank you for your message. I am very sorry for the delay in your order. This is being shipped directly from our supplier. With these, an investigation has been lodged to check on the order status for you. We expect to hear from them within 1 business day. I will get back to you as soon as I have an update.

Crystal V.
Crystal V.  

Dear OZsale, can you please update me about what has been done to help me get my refund? The supplier said they will ask ozsale to open the return for me then they can send the refund. I am not sure that they already did what they said or not. Can you give me an update? thanks a lot!

OzSale
OzSale   DM   

Hi Crystal, I am sorry for the issue. I am checking on this refund with our supplier and I will get back to you by tomorrow with an update. Thank you

Skyler H.
Skyler H.  

Let me guess…finding an answer is taking longer than expected. OZSALE, I think you need to go back to basics with your customer service. There are simply way too many customers giving negative feedback and no customer compliments.

ebony-simon
ebony-simon

Where is the track here button on ozsale? its driving me crazy and I have not been giving a tracking number for any of my orders

OzSale
OzSale   DM   

Hi,I am sorry that you have not received the order yet. Please provide us with the order number and we will check on the order status for you. Thank you

Unidentified H.
Unidentified H.

I am super confused !
First time ordering from here and I ordered one thing , my orders from the UK arrived before this one ?!
I can’t track my item and I sent a email and no one responded !
I need to know ASAP when my order will be coming through it has been well over 3 weeks
My order number is 33430209

OzSale
OzSale   DM   

Hi, thank you for your message and I am sorry for the delay. The order has been shipped and is on the way and it will reach you within 3 to 5 business days. You can track them external link . Have a good day

Skyler H.
Skyler H.  

The bad news, is that if it comes damaged, based on person experience, they fail to refund until legal obligations are put into place.

Indeed
Indeed

The item I ordered says it was recived today but I have NOT recieved it. I have been home all day and there has been no package delievered. I did not give authority for it to be left without a signature either. Can you please advise what has happened to my item - order number 33440395

OzSale
OzSale   DM   

Hi, thank you for your message. I have checked and I can see that the order has been marked as delivered and it was left at your front door. Could you please also check around the house. You can track the parcel at external link .

Bella.F
Bella.F

Hi OZSALES, I ordered a sport bike from you guys. Order number 33391608. It’s about 3 days late and I went to track it but the tracking number did not work and said the number didn’t exist. I contacted Parcel Hero, the company who you guys apparently sent it to, but apparently they haven’t received anything to my address. Can you please check if you sent me the right tracking number and also can you tell me where my parcel is at?
Many thanks

Kgoja
Kgoja  

Hope you get an answer soon! I just waiting patiently

OzSale
OzSale   DM   

Hi Bella, I am very sorry for the delay in your order. This is being shipped directly from our supplier. With these, an investigation has been lodged to check on the parcel as it is not tracking. We expect to hear from them within 1 business day. I will get back to you as soon as I have an update. Thank you

Bella.F
Bella.F  

Thanks OZSALES,

Please let me know as soon as you can

OzSale
OzSale   DM   

Hi Bella, I am reaching out today, just to let you know I am working on your enquiry with our supplier regarding invoice 41046275 and I hope to have an update shortly. I will reach out again once I have a further update. Thank you

Bella.F
Bella.F  

Hi OZSALES,

My Parcel just showed up today with T & R Sports. You gave me a tracking number with ParcelHero so I don't know what happened with that. Obviously incorrect tracking number was given and also incorrect shipping company was given.

Probably just check this out and see what happened cause since the parcel was late and the tracking number didn't exist with the incorrect shipping company and the parcel being pretty pricey caused a bit of stress when it didn't have to.

But thank you for your support. I'm just glad it eventually showed up

OzSale
OzSale   DM   

Thank you for your feedback and we are glad that the order has reached you. I will pass on your feedback to our team. Have a good day

Andy
Andy

My sister ordered kids ride on car from Ozsale for my daughter. But when we received it, it is not working at all. Even though I followed the instruction manual. It is a birthday present and the kid is not happy at all. She paid hundred of dollars for nothing. We even contacted the customer service and they asked us to take a video of the car and upload in a site. We did all as per their instructions but we still didnt get any response from them. We didnt expect this from ozsale at all. The car is sitting in our living area with no use at all. I just want to resolve this issue as soon as possible.

OzSale
OzSale   DM   

Thank you Andy for your message and I am sorry that the car is not working. Please provide us with the order number and I will look into this. Thank you

Andy
Andy  

The order number is 33369834.It is a kid ride on car.

Andy
Andy  

Could you please have a look into this matter asap?

OzSale
OzSale   DM   

Hi Andy, thank you for uploading the video. This item is being shipped directly from our supplier and I have raised it to our supplier to check if the replacement can be arranged. We expect to hear from them within 1 business day. I will get back to you as soon as I have an update.

Andy
Andy  

Thank you so much for your help. Much appreciated. If not i want to return it and would like to have my refund please.

OzSale
OzSale   DM   

Hi Andy, hope you are doing well. Could you please check that if the battery and motor and all connecting wires are under the seat?
1. Connect the wires from the two gearboxes by using the respective white connectors.
2. Remove the white cover from the red terminal. (**I have spotted one of the red terminals has the white cover on it in the video**)
3. Connect the battery using the red wire and insert it into the red terminal
Thank you

Andy
Andy  

I have tried all those option you have given but it did not work. Please resolve this asap.

OzSale
OzSale   DM   

Thank you for your confirmation and I am sorry that you are still having issues with the item. I have raised this to our supplier for the next course of action. As soon as I have an update, I will get back to you.

Andy
Andy  

Could you please do that asap. It is taking more time than expected.

Thank you

OzSale
OzSale   DM   

Thank you for your reply. I am sorry we are still checking with the supplier for an update. As soon as I have an update, I will get back to you.

Andy
Andy  

How long do I need to wait? Could you please provide me the update soon? I just want to resolve this issue asap. My poor girl is so upset. It ruined her birthday.

OzSale
OzSale   DM   

I am sorry for the experience with the order. Could you please confirm if a full refund of $288.95 by returning the original item is acceptable? The return freight cost will be on us.

Andy
Andy  

That would be a great idea. We would like to return the car and get our refund. Would you kindly let me know the process of return please?

OzSale
OzSale   DM   

Thank you for your confirmation. This item is being shipped directly from our supplier and I have raised your return request for the return instructions. We expect to hear from them within 1 business day. I will get back to you as soon as I have an update.

Andy
Andy  

Sure. Thank you so much for your help

Andy
Andy  

Hello,
Is there any update from the supplier? How long should I wait to get the response? Could you please do it asap?

OzSale
OzSale   DM   

I am sorry for the delayed response Andy. Our supplier has not got back to us with the return instructions and I am chasing them for an update. As soon as I hear from them, I will get back to you. Thank you

Skyler H.
Skyler H.  

Andy, we had to seek legal advice and are going through with a suit. After a month of receiving a damaged entertainment unit and going back and fourth with the customer care department, similar to how you are, just to get a refund and send the item back, we gave up hope that their customer service is doing anything for the customers. We were building a wall and needed the unit for the builders to finalize all measurements so had to purchase one elsewhere. Fingers crossed you end up in a better situation, but if not, seek legal advice.

Andy
Andy  

Hello, How long do I have to wait to hear back from you? Its been 4 weeks already. The toy car is just sitting in my place and it is just annoying we are not able to do anything. Could you please look into this matter seriously and do something asap?

OzSale
OzSale   DM   

Hi Andy, I am sorry for the experience. The return label has been sent to your email. To ensure the return postage cost is covered by us, and to ensure we can identify your returned consignment; these forms are needed to be printed out and attached securely to the boxes. Once that is done, you can return the boxes back to us by taking them to the nearest Australia Post shop. Please note: this must be done within the next five days. Please pack the items in the original box or if the customer is using their own boxes please make sure they meet Australia Post requirements.
The tracking number for the return consignment is 33RMX001746801000650801. Thank you

Peter
Peter

Hi There, need to speak with sales team regarding a radiant heater 1800w

OzSale
OzSale   DM   

Hi Peter, thank you for your message. Please let me know your query and I will assist you further, I am sorry our phones lines are closed. Thank you

Pilal
Pilal

Does product from you site come with warranty? I couldn't find any when browsing through products.

OzSale
OzSale   DM   

Hi Pilal, if an item comes with a warranty, it will be in the description section. However if the item does not come with a warranty, you can get in touch with us through our Contact Us section to check if we are able to resolve the issue for you. Hope this information helps.

Sarah H.
Sarah H.

Hi, I wanted to know what would happen if the product you purchase is not as pictured. I just ordered a pink desk but I am worried that it will be the wrong one due to the description saying it's black. I think it may be an error of a copy and paste from their other products but I am still concerned I will receive a completely different product from what they showed in the pictures. What is the process for returned items from a misleading product page? thanks

OzSale
OzSale   DM   

Hi Sarah, thank you for your message and I am sorry about the advertisment. Please let me know the order number and I will check further for you. Thank you

AJ Phillips
AJ Phillips

Hi. I ordered a TV unit 2 weeks ago and one of two packages turned up. The box says 1 of 2. The tracking link sent to me says delivered. What do I do? Order number 33092638

OzSale
OzSale   DM   

Hi Aj, thank you for your review and I am sorry that you have not received the complete part of the order. The other box is on the way to you and you can expect them within 1 to 2 business days. You can track the parcel at external link . Thank you

AJ Phillips
AJ Phillips  

Thanks, it just turned up :)

OzSale
OzSale   DM   

That's great AJ and I hope you love them. Have a nice day

Abelle
Abelle

Hello, can you tell me if I can return this dress for a refund if it doesn't fit? I am unsure of sizing. https://www.ozsale.com.au/product/Alex-Perry-Reed-Satin-Crepe-Strapless-Drape-Gown/s/AGZ1Y1AxrUWuMsZRN0XP8Q

OzSale
OzSale   DM   

Hi Abelle, thank you for your message. Yes, you can return them for a full refund if it does not fit you. Do let me know once you have received the order and it is not the right fit and I will assist you with the return instructions. Thank you

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