One year ago I’ve bought a gps-receiver from this store (order #40905). I was impressed with the service. This year on the 31th of July, I’ve decided to buy an another gps-receiver so I’ve came back here and placed an order (#91599). This proved to be a wrong idea.

First I’ve made a mistake assuming the same visa card I’ve used by the previous purchase (and many on-line purchases before and since then) will be accepted by you. But after a day I’ve noticed that my order was deleted. I’ve contacted the sales team via e-mail, they informed me that my card was not verified. They also wrote that they’ve sent me a note regarding this issue but unfortunately I did not received it. (The e-mail address given to my account is not a free-mail-like address but a bought one. Usually I do not experience similar problems with it.) I’ve wrote an answer saying that I still like to purchase the order and I want to pay with PayPal. I did not got any reaction to that, so a day later (on the 2nd of August) I’ve placed a new order (order #92080) with the same content as before. I’ve also wrote notes to it mentioning the numbers of the orders. The money ($147.95) was lifted off my account and transferred to BuyGPSNow.
The store was closed from the 3rd of August till the 7th of August, it was said that orders placed in the meantime will be shipped on the 8th. (Quote: ‘All orders placed after 11am EST on Aug 2nd will be shipped on Aug 8th’ from here http://www.buygpsnow.com/forum/default.aspx?g=posts&t=870 )

Now, on the 10th if I log in to My Account I see my order marked as paid and unshipped. And at this point I’m starting to lose my interest purchasing the receiver from you because of the following. I’ve decided to buy a gps-receiver to use it on my European trip starting from the 29th of August. More than 10 days passed since my first try to buy it. Your former delivery method (FedEx) is changed to a post-parcel and I’m starting to worry if the remaining 19 days will be enough for the parcel to arrive to the EU and make the custom process. Based on my previous experiences on this matter I doubt it.

Please inform me about the current status of my order. If the parcel is still not dispatched please inform me what kind of possibilities I have to end this matter without financial losses.

Regards,

Nagy Zoltan

Nagy,

1) First of all, we always send email out to customers whose order is cancelled by our sales team. Please see a note about SPAM FILTER below and comply:

If your email client includes spam filters, please ensure that email from buyGPSnow.com is not marked as spam (e.g., by adding buyGPSnow.com to your approved sender list). If you do not receive your confirmation email within 48 hours, please check that it has not been classified as spam before contacting support.

2) Yes, a year ago, things were a bit more relax in terms of payment requirements. We have made a change to implement Secure Payment methods by 1) Verified by Visa and 2) Secure Code by MasterCard. If your card is no enrolled in to one of these secure payment methods, your order will be CANCELLED. Absolutely no exception will be granted due to the number of credit card frauds. This instructions is clearly listed on the front page under "Internation Shipping" link or you may read bullet point 2 using the link below: http://www.buygpsnow.com/shippingPolicy.aspx#int

3) The good news is we have a confirm order on 92080 which you paid on 8/8 and it will be shipped out today. Delivery to European countries takes on average about 4-7 days according to USPS Global Express Mail.

If you have any concerns, please let us know and we will make our best attempt to correct/improve it. Thanks and have a nice day.

Thank you for your answer.

1.)
I did met the quoted note in some step when I was placing my order(s). And I did checked the spam filter and even the spam folder too. Usually your mails coming trough reliable – I’ve got a couple from the sales team now (and of course every time I wrote them the usual auto reply). However I did not received the specific mail mentioned before.

2.)
I absolutely welcome every implementations regarding safe and secure payments. As you can see I wrote above that I was the one who made the mistake with the card. I wrote the same to the sales team on the 31th of July when I stated that I still would like to purchase the content of the order and I will pay via PayPal.

3/a.)
I don’t know if it’s important at all but the payment via PayPal was started by me on the 2nd of July and was reported as ‘completed’ by them on the same day. The money was lifted of from my account on the same day and the whole action was displayed on my online credit card statement on the 4th. This is why I wrote above that specific day for payment. If for any reason you will like to have this more detailed I’ll do my best.

3/b.)
A better news was given to me by the sales team in e-mail. They said that they will send the package on the 10th via FedEx so hopefully I can receive the order in a timely manner.

Thanks again, I will leave a note as soon as the package is with me.

I received the parcel a couple minutes ago.
The moral of the story is that you can always judge the qualities of a service better when you are seeing how they process a problematic order rather than a regular one. This company showed its qualities. The sales team understood my problem, took it seriously and saved the day for me.
Thank you guys, you really helped me!

Best regards,

Nagy Zoltan