eStarland

*** Before my renewal I called to match price or don't renew furtherRep from Costumer relation told me Yes I will do something let me confirm with my supervisor and will get back to youYes we went on one week vacation and left numerous message I also called so many times after his vacationI didn't hear from himTime went by after couple months I took step to move to other carrierGuess what Moneris put me further years contract, I called this time lady told me you are under the contract and there will be cancellation feeWhen I told her I clearly called times and spoke to different person not to renew furtherShe told me she doesn't see notes on your fileI asked her when we called you there is always communication get recorded so why not you listen to that and decide from thereShe said give me or weeks I will get back to youmonths passed by she is not answeringLeft her messages not replying me back
Where would you go to complain? They controlling me so I can't go anywhereand charging their fee which are not negotiated

In response to complaint
Roman'">#*** we received on 8/4/concerning order # ***
On 7/26/2014, this customer placed an order and did not make a payment, thus the order was cancelled for non-paymentHe was then notified via email of the cancellation.
He contacted our customer support on 7/28/2014, we explained why his order was cancelledDue to the nature of how our pre-owned inventory is procured, we could not back order his items
On 8/2/our customer then placed an order for one of his original items; due to the inconvenience he experienced, we gave him a proper discount on his order
This individual is a longtime repeat customerWe’re sorry he had such an unfortunate shopping experienceIn hopes of his continued patronage, we have credited his account in the amount of $for future orders

I have a small business, I only used service a few times, then I stopped using Moneris in 2013 because it became more of a hassle to use and it wasn't as efficient and user friendly as [redacted] was. Needless to say, and while I do take responsibility for not checking bank account for withdrawals from Moneris, I cannot believe they would automatically renew an agreement, I shipped machine back after I called to cancel, but because they say they never got a confirmation from me the cancellation never went through, they never bothered in contacting me to see why I was sending machine back, but were happy to keep charging their monthly fee.

As a small business, I trusted in Moneris to follow up at least, whether it was about the reason why I sent machine back, why I wasn't using service. The fee appeared in my bank statement as MON fee, followed by MIN fee, so it may seem silly but I didn't clue in that was in fact a MONeris fee. Sadly, the company doesn't exist to care about small businesses, and it was disappointing to hear, all they could do was to waive the $300 cancellation fee.

Moneris over charged me 600$. I called several times and was told each time a manager would be in contact with me. Five times actually. no one ever called me back. once everything was worked out they only offered to pay back 119$ of the 600$ over charge. Never would I use this service again where they just go into your bank account and take money.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Kamal Dhingra, 
We again wanted to apologize to you regarding the difficulty you have experienced ordering a [redacted] system from us. Our suppliers still have very limited quantities of this system. However, with the recent release of the Standard System package, the chances of us getting in either one of these may slightly increase. At this point, we would advise that you check our website frequently as that will be updated quicker than the notification list.
Due to our policy on cash out requests, we will be unable to issue you the full amount as a check. We can do the standard 70% of your trade in credit value. 
We do again apologize for any inconvenience that this may have caused. Please feel free to contact us at any point if you have any questions or need any assistance in ordering a [redacted] the next time we have them in stock. 
Greg O[redacted]
eStarland

[redacted],
In response to complaint #[redacted] from [redacted],   the controller we received as returned by him showed signs of a direct impact to the button that he claimed was not working and was jammed.  This is not damage that would have been caused in shipping. ...

According to our warranty policy, we do not cover and damages caused by misuse, negligence, or accident.  We did repair the controller out of good will, and tested it to work, but did explain that the controller button would feel a little different due to the repair. The controller was returned with a note in regards to this matter.
The controller was returned, and had not been removed from the package. He had sent the controller back requesting the return and refund of the controller. We spoke with [redacted] in this regards and explained to him that the damage is not covered under our warranty and is not eligible for return and had the item returned back to him again. 
We understand that each of our customers are important, but due to the nature of the damage of the controller, we cannot replace it under our warranty at this time.
Should you have any further questions, please feel free to contact us.  Thank you for your services.
Ruby
eStarland.com
###-###-####

[redacted],
The cash value of credit is 70% of the total. This is explained in our trade-in page here:
[redacted]
Unfortunately we are unable to make any exceptions  as this policy...

is clearly marked on the trade-in help page.
As for the system, we do expect it to have it in stock sometime in the near future but due to the limited availability from our distributors, we do not have an exact date.
Thank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted]
I am rejecting this response because:
Merchant states that "As for the system, we do expect it to have it in stock sometime in the near future but due to the limited availability from our distributors, we do not have an exact date."
This is purely false as the product page has said "temporarily out of stock." since November 2013. Merchant has made no attempt to reach out and find stock to fill my order. I would alike proof that they have had the item in stock for sale in the past 6 months as a new item and have quickly sold their stock. I think they as misleading me and other customers by stating something is temporarily out of stock when I have never seen it in stock.
As it stands, as a customer with no reasonable time frames or answers about product availability apart from "we don't know when we will have this in stock." for more than 6 months, I feel like my trade ins were accepted under false pretense (claiming to have products temporarily unavailable) and now my credit at full value is held hostage until they stock this system unless I accept a 70% value cash out or settle for other merchandise that I do not want.
I refuse to do business with this merchant in the future after being a customer for more than 6 years as this experience has ruined my opinion of their business practices and customer service.
I would just like the rest of my credit refunded in full and take my business elsewhere.
Regards,
[redacted]

[redacted],
In response to complaint #[redacted] by Galen Head, his trade in items were received on April 27, in which he received an email that stated it would take 2-4 bisuness days to process the items and apply the credit to his account.  On May 1, the trade credit was applied to the...

order that he had made for a [redacted] system, which was 4 business days from when the order was received.  The money order was also processed on this date.  The order was then shipped out on May 1, as the purchase had then been fully paid for. 
During the 10 years in which [redacted] has been a loyal customer, he has voided 90% of the orders that he has placed with us.  Before we had been lenient with him about payments, as we understood that he had issues being able to pay off his orders.  Some of these orders would be held for up to 2-3 months while we waited for payments, which would then be voided by the custoemr.  He has since then been told that we cannot do this for him anymore, as it is unfair to the rest of our customers who are given 7 business days to send in the payments for their purchases before their orders are cancelled.
We uderstand that each of our customers are important, and we are more than willing to work with [redacted], so long as he adheres to the same practices that we uphold with the rest of our customers.  So long as he pays for his order within the alloted time that we give everyone else, we will keep the order open.  At this time, we do not offer a layaway service, but it has been suggested to upper management as a possible service to our customers.
Should you have any questions, please feel free to contact us. Thank you for your services.
Sincerely,
Ruby M[redacted]
estarland.com
[redacted]

[redacted],
In response to complaint #[redacted] by Galen Head, his trade in items were received on April 27, in which he received an email that stated it would take 2-4 bisuness days to process the items and apply the credit to his account.  On May 1, the trade credit was...

applied to the order that he had made for a [redacted] system, which was 4 business days from when the order was received.  The money order was also processed on this date.  The order was then shipped out on May 1, as the purchase had then been fully paid for. 
During the 10 years in which [redacted] has been a loyal customer, he has voided 90% of the orders that he has placed with us.  Before we had been lenient with him about payments, as we understood that he had issues being able to pay off his orders.  Some of these orders would be held for up to 2-3 months while we waited for payments, which would then be voided by the custoemr.  He has since then been told that we cannot do this for him anymore, as it is unfair to the rest of our customers who are given 7 business days to send in the payments for their purchases before their orders are cancelled.
We uderstand that each of our customers are important, and we are more than willing to work with [redacted], so long as he adheres to the same practices that we uphold with the rest of our customers.  So long as he pays for his order within the alloted time that we give everyone else, we will keep the order open.  At this time, we do not offer a layaway service, but it has been suggested to upper management as a possible service to our customers.
Should you have any questions, please feel free to contact us. Thank you for your services.
Sincerely,
Ruby M[redacted]
estarland.com
[redacted]

[redacted] their customer service is atrocious; this is putting it kindly; over the last 3 days we have spoken to over 10 of their first line support and spent over 5 hours on hold for their integration department and no luck. We have sent emails and no responses. We have left voice mail and again no responses. We already have 20 customer using Moneris via our software and we are thinking of changing all 20 customers to another provider.

I placed an order online using Paypal to checkout. Paypal supplied my verified shipping address to eStarland. The eStarland website jumbled the shipping and billing addresses and the order went out to a non-existent address. No tracking number or receipt was sent and I finally contacted the company after the item did not arrive. They informed me the address was wrong and I could pay to reship or pay a restocking fee. Thus I am left paying for the mistake either way.

Dear [redacted],
In response to complaint #from [redacted], we have spoken with the customer in concern to the item that he was attempting to purchase to exchange for another item.  For any items that we take in for resale, we make sure that the items work, and for items like the...

[redacted], which are only a few years old, will have to have the warranty sticker intact, or we will place our own on the system.  We did receive correspondance from [redacted] that the system did not have a warranty sticker from our company, and he was told it should be fine so long as the [redacted] stickers were still intact.  Upon receiving the returned item, both of the warranty stickers as well as the side stickers showed that they had been tampered with, as they have been removed to access the screws to open the system.  The screws to the system were also stripped, as if they were removed with the incorrect tool.  There is also evidence of scratches on the top of the system that did not coincide with the bottom of the system, which is a sign that the top was swapped out, as the bottom portion of the system contains the serial number. 
All of these signs of damage are ones that we look for when selecting used items for resale, and we would not sell an item to a customer in this condition.  As our 90 day warranty has been voided, due to signs of tampering on the item, we cannot accept the [redacted] for repair, or exchange for another item.  We have since then shipped the system back to [redacted], as he has already paid for the return shipping on the item.
We are sorry we cannot come to the resolution that [redacted] has requested.  We cannot process an exchange, as the [redacted] warranty stickers have been tampered with.  We have shipped the system back to [redacted], and he should soon be in possession of his property.
Thank you for your service, and feel free to contact us if you have any further questions.
Ruby M[redacted]
eStarland Customer Support
eStarland.com
###-###-####

[redacted]

I just started to use PAYD 2 weeks ago and when I tried to process a payment for our client they collected $300 from our client credit card and $7.95 from our bank account as their fees for their work that they did not do anything after that, they hold the money into their account. I was told before I apply this service that I will get my money in the second day, it's been now one week and they have our client money and charged us for their fees and don't want to give us our payment. They started to play with us and waste the time, first they told us they want a copy of the our invoice to the client, we send them the invoice and the work authorization, after a day they told us they need the credit card billing address. I'm having trouble to get my money from them. I have doubt this is a scam or fraud.

Please don't use this service DON'T APPLY FOR THIS [redacted]

YOU WILL NOT GET YOUR MONEY AND YOU WILL HAVE MANY TROUBLES

THIS IS THE WORST COMPANY [redacted]DO NOT USE[redacted] Their contract is a roll over, that they do not tell you about, so you are locked in without knowing it. My machine broke and when I called to fix it they would not help me because they had my address listed incorrectly on their end. For 3 weeks I tried to resolve my problems with them all of the while not being able to accept payments from my customers. I was forced to switch companies when Moneris would not help me. After I switched I found out about the roll over contract and they charged me $1400 to cancel!! I had to pay them to avoid legal charges and essentially paid them for broken equipment and their inability to assist me.

They are covering their behinds for being extremely late and to the point where a meeting with a lawyer was scheduled for that same day that this cash out was suddenly approved.  If I knew they would act that fast I would have had a lawyer present with me when the cash out was 1 day late.  Not going to buy this lie.  I deserved that 30% fee cash out for waiting that long.  Your company has been tainted online and will be tainted locally due to this.  You hit a string with a renowned collector.

Review: I "traded-in" various video game products to this company for creditI accumulated $of total credit through various orders, and I used $of this credit to purchase other products from them without a problemI then decided to receive the rest of my "trade-in" value as a cash paymentThe cash payment was to be only 70% of my remaining credit of $857.15, and this would come out to be $in cashI placed my order for cash on 5/7/2014, and according to their website it would take 2-weeks to process and another week to shipAfter weeks I contacted them and they said they were working on itThen after weeks I contacted them again and they said they would put my order as a top priorityIt has now been over weeks and I still haven't made any progress.Desired Settlement: I would like to recieve the money owed to me (the amount of $600.00) in the form of a check ASAP
Business
Response:
[redacted],We apologize for the delayA cash-out check was mailed out today for the $cash out valueYou should receive it within the next few business days

Review: I sent them my old game system to trade in, this was at the beginning of may. At the end of may, they accepted the trade-in and I was supposed to get a cash-out in the amount 30$. I was told 2-3 weeks and I should receive the check in the mail. I have inquired 3 times now, and I keep getting the same answer. " there is a backlog and we are trying to get the checks out to everyone in the order they were received." We are going on a month and a half and My check still hasn't been mailed out as of today.Desired Settlement: I would like my check for the game system I mailed them 2 and a half months ago.

Business

Response:

Dear [redacted],

Review: I recently made a purchase through the online website eStarland.com. Payment was made via [redacted] services, and I was forwarded an email confirming the purchase upon completion. Two days later on Monday, I received an email notifying me that my purchase was cancelled due to no payment. I called customer service to find out what had happened, and I was told that payment was never received. I explained that I had received a copy of my invoice from eStarland and thought the payment had cleared. Upon investigating, it was true that my payment had not been processed, which was fine, but the company did not notify me of any problem before canceling my purchase. This was upsetting as the items I had purchased were listed at a discounted price, and have since become unavailable (sold-out) when I returned to reorder the same items. The customer service agent was not helpful. I was given many excuses and no solution. From my viewpoint, my payment had been received correctly, and I did nothing wrong. My hope is that the company could perhaps incorporate a new policy involving a system that will notify customers correctly upon receiving payment. If this is not possible, then I would hope that they would attempt to address any issues (i.e. contact customers) before cancelling orders. I hoped that they would reprocess the order or put it on back-order. The majority of my order was paid with in-store credit, which was refunded. Additionally, my original order confirmation made it sound like my order was a trade in; I'm not sure if there was just an error on their part, but the order did not involve any trade in. I reviewed the invoice which I have a copy of (eStarland removed their digital copy), and it lists the products I ordered as used purchases, not trade ins.Desired Settlement: Customers should not receive a verification email of purchases until payments are processed. If it is possible, I would also hope that if payments don't process then a customer could be notified so that they have an opportunity to change the payment method before the transaction is voided. I would also hope that the company would be more helpful and friend to their customers. I still don't see why they would not be able to put my original order on hold for a week or so.

Business

Response:

In response to complaint #[redacted] we received on 8/4/2014 concerning order # [redacted].

On 7/26/2014, this customer placed an order and did not make a payment, thus the order was cancelled for non-payment. He was then notified via email of the cancellation.

He contacted our customer support on 7/28/2014, we explained why his order was cancelled. Due to the nature of how our pre-owned inventory is procured, we could not back order his items.

On 8/2/2014 our customer then placed an order for one of his original items; due to the inconvenience he experienced, we gave him a proper discount on his order.

This individual is a longtime repeat customer. We’re sorry he had such an unfortunate shopping experience. In hopes of his continued patronage, we have credited his account in the amount of $5.00 for future orders.