As I Participate in More e-Commerce, I'm starting to prefer Brick-and-Mortar

Don't get me wrong, there are a lot of items I prefer to see for myself instead of buying online; such as cars, computers, monitors and televisions, and home-theater electronics. But, for the smaller items, I have had many more negative experiences than positive ones.

One example, I had a client that wanted to sell his MacBook Pro. Now, the auction went very smoothly, and someone actually won it. That's when things got really complicated. Starting off the hour he won it, my client immediately shipped it off using USPS; instead of knowing that winning the auction automatically rings up a UPS shipping label. Then, after the seller shipped the item, the buyer sent me a link to an overnight shipping label, because he said he wanted it there tomorrow, while we had it listed as UPS 3-day select. I checked the number on the label against UPS's tracking site (because they start tracking it as soon as the number is assigned) for security reasons, and as I figured, it was a fake. That got me a little suspicious. So, my money finally transfers over to my Paypal account, just as the item reaches its destination. Then the buyer calls my client, stating he doesn't want it, and then issues a freakin' unwarranted charge against me! So naturally, I provided the shipping number to the Resolution Center at Paypal, and I am awaiting a response. Now, I got a case against me, possibly tarnishing my reputation, because the buyer is being a complete jerk. He got his product, we got our money, what's there to fight over? This morning, though, I have a feeling that he got the upper hand. Apparently, he claims his account got compromised; so eBay pulled the listing. All that guy has to do is sign something, and the MacBook Pro is his, not to mention he gets his money back. I heard Paypal typically sides with buyers. Hopefully he's too busy, because if it's not signed in five days, we get it back. Ugh, *facepalms*. Anyway, I know I'm in good hands, the seller will pay me back, I live near him!

Another example, my brother wanted to order the disc of Rock Band 2, since he has all of the instruments already. We placed an order on Amazon (I told him if he was going to use Amazon, actually buy it from Amazon, not in the Amazon Marketplace. But, he wanted to save money.) to some shop in Vegas (account name withheld, message me if you want the name). We ordered it on October 7th, the charge went through, and we still have yet to receive the item. I've e-mailed the account owner twice, no response. So, I finally got to filing a claim to Amazon, and I am anxiously waiting for a response on that.

As I said, I had many more negative e-Commerce experiences than positive ones; but I do have positive ones! Anytime I buy directly from Amazon or get something from Newegg, I know I'm in good hands. And I've even had a few positive second-hand transactions too. You can safely purchase something from an established warehouse vendor or major chain online, just beware of those smaller-sized outfits.

So, any negative or positive e-Commerce experiences out there? I know I'm not the only one.

Tags: brick-and-mortar, e-commerce

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Comment by Branhower on November 14, 2008 at 4:09pm: I'm a big fan of digression!

And thanks for the tips Flimmer. I'm referring back to this post if I ever start up an online store *rolls eyes*.

Comment by TheRetroMetro on November 6, 2008 at 9:07pm: Digress away.. I do it all the time.

Comment by TheRetroMetro on November 6, 2008 at 9:07pm: The star systems don't always work. I found that out the hard way, but it was thankfully a minimal loss. Now, unless they are someone I purchase from regularly online, I research the heck out of them. For example, a few years ago, I was looking for a camera. I checked out this one company, briefly. They looked legit, but after a checked out a few sites, I found that they were under investigation. I'm guessing it was about ... 8 or 9 months later, they were on TV on some expose. Boy...I'm glad I did my homework.

You're right about that Amazon thing. I am very cautious also. Generally, I stick with Amazon, but if it is something like... college books... I've been pretty fortunate in getting a great deal. I wouldn't buy a camera like that though.

ebay I don't like anymore. I thought it best to close my account. I didn't want the headache. I didn't think the changes and increases in costs benefit me. Maybe when they get their crap straight, I may return.

Comment by Flimmer Skjerm on November 6, 2008 at 4:02pm: I am sorry to hear you have had such bad experience with online shopping, but as you said yourself - well established stores usually handles logistics very well. I have done a lot of shopping online over the years myself.

Perhaps I feel more safe than most people, since I have implemented a large number of stores in eCommerce applications like iCat, Intershop and later incarnations - including getting the necessary SSL-certificates and having to integrate different ways of verifying cardnumbers online. And of course - having integrating the basket with warehouse solutions.

These kinds of implementations is what separates resellers that just have a netpresence from more professional companies - and is also one of the reasons I do not think I would ever do business with a private person through something like eBay. There are just too many variables you have to take into account. Of course, it helps having a rating system that goes for both reseller and customer, but what happens if the customer claims someone hijacked his account - which was exactly what you experienced here?

There are ways of getting around this. More intelligent ordering systems, pending money transfer etc. Much of this is already implemented when you use PayPal, and one should also be careful making the transaction process too complex. I guess the problem is that most people are honest. But as always - it is the few crooks out there that makes the headlines. And you seem to have had the pleasure of meeting one of those.

I guess the one thing that complicates online shopping is when you have to return goods or otherwise deliver a complaint, but I have yet had to do something like that. Perhaps its just me that have been lucky - or it may have something to do with the kind of products I purchase (computer equipment, high-end electronics, DVDs etc.).

One way or another - I believe online stores sooner or later will be considered just as important, if not more important - than physical stores. There are lots of reasons for my postulate here, but if we look aside from such minor details as physical stores often costs a lot to rent, then I believe we will see more and more niche stores getting together and having a kind of joint showroom/exhange store - but with their actual warehouse online. I notice this is already happening, and I suspect the speed of this transition will just increase as time goes by.

And I am completely digressing here now.