On Feb 13 I put in an order with Cybertron Surgery. I was not giving a tracking number. I understood that they are in Canada and wasn’t too worried about it getting to me too quickly. On May 2 I sent an email stating I hadn’t received the item and wanted a refund. I still didn’t hear anything from them so on May 14 I emailed again. They replied four minutes later with: “Hi Your order has been sent, it should have arrived by now. I won’t refund what’s been produced and sent. I’ll follow this up with the postal service on Monday” I replied that it had been 3 months and that I would like the tracking number to look into the matter also. I gave them until the end of the day Monday (17th) before I emailed again as I hadn’t received a reply. No reply to that. It is now a week later and I STILL have not received a response. I know that they are on here so maybe I’ll get their attention this way. It sucks because this is the first time I’ve dealt with Cybertron Surgery and was very excited to start buying more from them.
The only Cybertron Surgery that I see (when I Google) is one located in Australia. Are you sure there's one in Canada?
It could be taking a long time to cross the ocean or clear customs, both of which would be out of their hands. Still, the radio silence isn't cool.
Give your consumer protection agency a call, explain the situation to them. The fact they didn't supply a tracking number and didn't indicate it would take months doesn't look good on their part. The lack of communication is also very concerning.
This is my advise as well. I always call and talk to either paypal or my credit card to make sure of time frames to dispute issues. I have too many times before let seller run out the clock on things and not able to get my money back to ever let it happen again. Even just a call to have a quick chat with them to see what your options are and when is the final day to dispute the transaction. They are mre than happy to help I have always found.
Update: After my original post I still waited a week. On May 24th I emailed again and finally got a response. They stated my ordered had been shipped and was "lost in transit" and that they made a claim (mind you they still had given me the tracking number). They had already reprinted what I ordered and was ready to paint it and ship all they needed was my address again. I informed them that I already sated that I wanted my money back. I received another reply that they couldn't help if things get lost in the mail and that they've done their best to resolve the issue, they already said they weren't going to refund my money because their items are custom made and hand painted and if they refunded every customer this happened too they'd be out of business. They said that they feel for me as a transformers fan and wish their was something they could do about it but they have two kids, working two jobs. At that point I didn't respond and just opened a claim with PayPal with all the email traffic. PayPal gave the alloted time for them to respond back which they never did and I was issued a refund. All that being said, it really sucks because I've seen the work online and really wanted to put my money towards their stuff.. I don't think I've ever had such a bad first impression. It was the initial "nah I sent your order, it should be there, you're not getting your money back" and all the radio silence that did it for me. I feel like an ass even writing this but at the same time the experience needed to be put out there.
"If we refunded every customer this happened to, we'd be out of business" ... Are you kidding me?! WTF? What a terrible mindset. No thanks, I won't ever be buying from them. Wow. EDIT: Wait a minute. How *are* they still in business?? By their own admission, this has happened often enough that they can actually say this to a customer. They've lost things in the mail before, etc. Yet they can afford to reproduce and paint another set? lolwhut?
I'm in Australia- and the guy who runs this is in a few of the TF groups I'm in. Seems like a decent dude, don't know him, never met him, but it's a real shame this all happened. It really sucks and really in the end, the excuses aren't great. Even if it is a one-man job, gotta know your limits.
My thought process was that it has happened a number of times to the point he'd owe too much if he refunded people. If that's the case then why would he already print/paint a new set ready to be shipped? He said he needed my address SOOOOO now I'm thinking "wait, did this guy never send it in the first place?", he never gave me the tracking information for the original order, said it will cost him money to refund, yet he's hella ready to send me another one? What annoyed me was he going "I was there was more I could do" yeah return my money.
Yeah, he's sounding like a fraud and a cheat. I normally wouldn't say that without knowing the guy or personally experiencing what you have, but all the red flags are there. He lied from beginning to end to you about your order. That's a no-go for me. I know there is a resource shortage for 3d printing and plastics right now, Nonnef can't even get all of what he needs for his injection molding, but just come right out and say that like Nonnef has, not make up lies as this guy has.
Does anyone know how go get in contact with Ben at Cybertronn Surgery? I got my package, but it was missing parts. The stuff i did get was top notch though.
