Item not received

Hi Melissa. There is not much you can do at this stage but sit back and wait. Yes, the Disputes Process can take a long time. Too long in my opinion. Weeks or even months in some cases. But with patience you will get there.

PS Unfortunately you can't mention other traders on here, so would be best to edit that out.

Thanks Callum

Sadly I have two claims neither has been honoured. With the same seller GRRRRR!  And Trademe have done nothing!

Hi Melissa, just letting know you are not alone. I made my payment in June (using buy now & Ping) and am still waiting for this to be addressed after 4 months. No satisfaction in sight from either the seller or Trade Me despite filing a claim. The initial seller stars showed tens of thousands of sales in the past, so they looked reliable on the surface (I'd even bought from them before too so didn't give it a second thought). But one look at feedback shows a constant daily barrage of angry buyers who don't receive goods or any contact, and it's now been like this on their feedback page for months. It's been a good reminder to always check the feedback before buying, but I do feel let down by Trade Me.  No refund, no goods, and I find myself wondering - how many claim filings have to occur before a seller is booted? Hope you get a resolution.

Kia Ora All,

Sue - you've had a report filed for 4 months now? 

John, - How long since you filed your reports for both?

Melissa - Sorry to hear that's happened with you also.

Getting around the 2 months mark after filing your dispute reports I highly recommend giving TradeMe the nudge to process your claims. 4 months is way to long to wait there Sue and sorry to hear it's been that long!

To contact TradeMe staff through "Live Chat" once you've selected the Contact us Chat Tab you need to give the landing page a count of 15+ seconds for the Chat Tab to Pop up in blue at the bottom right of your screen, there is a slight delay in this appearing.

Ensure you enter your Transcript reference numbers which should be at the top of the Email receipt acknowledging your claim was filed - this will allow the Chat staff to find your case easily.

The manned hours weekdays are 9:30:am - 5:00pm and weekends 9:30am - 4:pm

For those that want to take matters into their own hands the owner of this company and their addresses are easily findable on the NZ Companies Register. There are a few companies with the same name, but only one that matches up correctly when you look into the details. From there you can find the Director's full name and address. As well as the other shareholders involved. It's a family affair by the look. I don't see any reason why you shouldn't contact them directly with your concerns.

Sometimes it's good to go to the top when these sort of issues crop up. ;)

Kia ora everyone. It's disappointing to read that a number of you have disputes open at the moment, and that some are with a common seller.

As part of the disputes process, our team reviews sellers' accounts and takes into consideration the number of open disputes they have. As always, there will be steps being taken in the background.

I hope that there's a resolution for you soon on these. If you're wanting an update from the team on where things are at or if you have additional info to include in your dispute, you can get in touch on Live chat.

I can’t understand why Trade Me seems to be taking so long to process refunds for members who have purchased from the seller in question and paid using Ping going by what other members have said this seller has several disputes filed against them for non delivery of goods so what is the delay in processing the refunds. Using Ping is meant to provide peace of mind for buyers and make getting your money back when things go wrong easy but this does not seem to be the case more and more recently going by other posts I have seen. And in Sue’s case to be waiting 4 months for a refund is just not acceptable.

These are being shipped internationally, and if you refer to the feedback you can see that a number of items have been delivered after the dispute opened. All I can think of is that tracking numbers have been provided to TM that show the item is on the way and/or has delays. TM maybe don't want to pay out then find the item delivered a day later?

But really that shouldn't be their concern. If the target delivery time is gone and there is no tracking or tracking doesn't indicate  the item is close to delivery then a refund should indeed be processed IMO.

4 months is an unacceptable time to wait I agree.

Kia ora everyone. There have been a number of comments recently about delays with disputes and being left waiting to hear from us. We understand that this must be both frustrating and disappointing.

Our dedicated Trade Disputes team currently have very high volumes and unfortunately this means that processes are taking longer.

Your dispute hasn’t been forgotten and the team are doing what they can to resolve things as soon as possible. Thank you for your patience.

Im assuming you all brought a book... i am now one who has been wating on a book. I brought now 2 months ish ago. Got 1 email back saying shipping delays. And stock arriving every day. So silly me waited. And you guessed it no book and again no reply. I followed a listing for the book being sold by them to be offered the offer... have asked a question on the listing as to when the book i paid for will arrive... doubt that will get answered. Why havent trade me closed this seller down? Because ive dithered to long i suppose theres no point in trying to get my money back. Trade me really needs to shut this scam down... be BETTER if they were shut down and we can get our money back to buy the BOOKS we tried to in the first place

I agree Lee. At the very least they need to be stopped from listing any more items until they have sorted out the current crop of issues. I did a count up the other day. Basically half the items they have sold in the last few weeks or months have had problems. Unacceptable. 

If you want to bypass Trade Me this company is searchable on the NZ business register. You can find the directors names and addresses for service. From there you can go further and presumably get phone numbers, social media accounts etc. Just a matter of how far you want to dig.....

Hi Lee and Callum

Definitely brought books and have had one email response when I threatened disputes Tribunal. Same kind of email with no offer to refund or when my better book will arrive. Trade me surely should have a red flag on this trader and halt all trading until the issue is sorted at the very least. I too have commented on and watched other items, no response but they are clearly still trading so it is not that they are sick in hospital or any other reason. The idea that shipping from their supplier in Australia takes this long is outrageous haha Callum right the addresses and phone number is all locatable online with just a few minutes of searching, however I feel since trademe hosts them and promises disputes resolution and refunds via Ping that they should honour's what they say on their website. Perhaps we round up all the people who haven't received their item and go after them as a group.

Hopefully they don't just close down this account and then the seller uses their other account to sell again. I see they stopped selling on their other account 2 years ago. I used to come across them all the time as their other account used to sell hundreds of the same books as their main account, but in the wrong category. 

Seems really strange they have the time to put seller comments on most of their listings advising of small delays due to local couriers, but not to sort out the problems. As others have said, Trademe really need to put a hold on their listings else those 1500 negatives are going to turn in to 5000 if people don't look at feedback before buying..

Has any one contacted them on facebook? Found them easy

Re asking about Fb. Just did and told we dont sell books just alcohol.... and blocked!!!

Well trademe live chat was also no help at all. Just said they are snowed under and to be patient lol. I'd love to know how long they give the seller to fix these issues. They are very quick to remove a user name but not quick to sort issues or even just suspend this sellers Mia account and other accounts of theirs until sorted.

Me too ! Paid for 2/8/23 via afterpay. Got the email saying delays, so gave them leeway. Now nearly 3 months later, no replies to emails, no book, no refund. Feeling very annoyed by this. Put questions on other listings, no answers. Noticed they were listing same book, put questions no response.
Every day the bad feedback is going up. Can’t do a dispute or anything as I stupidly gave them enough leeway to go over the 45 days

Pamela. Even though the dispute window has officially closed it is still worth contacting Trade Me about your trade if you haven't already. Clearly this seller has problems. Trade Me are aware and doing things "behind the scenes." Getting your complaint lodged officially might still mean you can get a refund via TM, if the seller doesn't come through in the end. Are you able to initiate a complaint via afterpay? If so, that would be another sensible course of action.

I tried to lodge a complaint and just went around in circles. I went to other extreem lengths via other sorces and wala got my money back. Did have a personal phone number but message was deleted before i could screen shot it

I have tried lodging a complaint, but am having trouble doing it. Will look into afterpay to see what they offer.
Obviously I shouldn’t have left it longer than the 45 days, but like others when you look at the listing you see their tm name with all the “stars” and positive indicators and you don’t expect this sort of response.
Their negative feedback is quite horrific when you look at it, but I didn’t until I was not getting any response to my weekly emails.

So, have managed to lodge a complaint with TM and they said they will let me know in 2 weeks (ends on 19th - so this weekend) Who knows how it will end.

Received my refund today, many thanks to TM for support with this dispute even though over the 45 days. Thanks goodness I used afterpay !

Nice Pamela,

Thank you for letting everyone know of your positive outcome - this is very reassuring for other Members - Much appreciated 😊

I too am in this boat, pretty disappointed with Trade Me and not feeling supported. I thought Trade Me was meant to be a safe site to buy off and now I'm out of pocket $435 and no Christmas gift.

I am in the same boat too. Bought a drum kit off Trade me for 534 dollars. I used ping too and now 534 dollars out of pocket and no drums.

Hello Cecilia. Have you opened a Dispute with Trade Me for that one?

Kia ora Cecilia, here's our Help page for what to do if there's a Problem with your purchase. I've also emailed you now.