Where do I stand with undelivered goods?

[D.Unwin]

Where do I stand with undelivered goods from Alibaba (Frey)?

My bike has arrived but the batteries have nearly been 2 months + the 6 months waiting for the bike and due to ordering the bike through Alibaba, Alibaba automatically after so many days confirm the goods as delivered, I have extended the days by 15 days but this will soon end and the status of my batteries will be seen as delivered.

There is an option on Alibaba to click for a refund if they haven't been delivered, which to cover my arse I think I need to do, there is no talks of any compensation and because of this I feel the need to report it to Alibaba.

UPS are fucking useless and blaming Brexit is a joke when we are 24 days away from this even being put in place.

Has anyone else had these issues?

 

[J.R.]

Where do I stand with undelivered goods from Alibaba (Frey)?

My bike has arrived but the batteries have nearly been 2 months + the 6 months waiting for the bike and due to ordering the bike through Alibaba, Alibaba automatically after so many days confirm the goods as delivered, I have extended the days by 15 days but this will soon end and the status of my batteries will be seen as delivered.

There is an option on Alibaba to click for a refund if they haven't been delivered, which to cover my arse I think I need to do, there is no talks of any compensation and because of this I feel the need to report it to Alibaba.

UPS are fucking useless and blaming Brexit is a joke when we are 24 days away from this even being put in place.

Has anyone else had these issues?

Take the action you need to without delay. Reddit is full of people that were screwed by alibaba companies of the goods they paid for. Seems the delay tactic is used to keep people quiet until there's no recourse. People just want what they paid for and wait too long. Your purchase is small compared to some I've read about. I haven't followed your story, if as you say, you've waited long enough. Sorry to see this happen to anyone.

 

[Gionnirocket]

I'd open a dispute with both Alibaba and my credit credit card immediately. You've already waited too long.

 

[D.Unwin]

i have the bike, the batteries got sent on the 15th of November and are still in UPS possession which is madness, FREY were saying COVID was to blame at first and now it is Brexit??

 

[D.Unwin]

 

[Gionnirocket]

i have the bike, the batteries got sent on the 15th of November and are still in UPS possession which is madness, FREY were saying COVID was to blame at first and now it is Brexit??

It is making slow progress... but I'd probably still continue to be a squeaky wheel. Non delivery in the promised time frame is a recognized legitimate reason for opening a dispute with both Alibaba and your credit card. Sometimes it the only way to motivate the seller to make calls from their end.

 

[D.Unwin]

i think your right, i will be putting a dispute, at the end of the day its my money that has been used and it was paid for over 6 months ago, it wouldnt work the other way round if i had the goods but dragged the payment out.

 

[Taylor57]

Where do I stand with undelivered goods from Alibaba (Frey)?

My bike has arrived but the batteries have nearly been 2 months + the 6 months waiting for the bike and due to ordering the bike through Alibaba, Alibaba automatically after so many days confirm the goods as delivered, I have extended the days by 15 days but this will soon end and the status of my batteries will be seen as delivered.

There is an option on Alibaba to click for a refund if they haven't been delivered, which to cover my arse I think I need to do, there is no talks of any compensation and because of this I feel the need to report it to Alibaba.

UPS are fucking useless and blaming Brexit is a joke when we are 24 days away from this even being put in place.

Has anyone else had these issues?

Yeah Dave, you may want to start a grievance. 6 months is too long. OTOH, does Aliexpress sell a replacement battery? Have you reached out to any of the brand ambassadors? There were 3 or 4 of them featured in a video I watched from earlier this Spring. I think one guy is a bike reviewer Michah Toll and the other fella I remembered was from England...

 

[D.Unwin]

Hey Taylor,

Its Alibaba that I have gone through, its a tough one due to UPS still having hold of it but that still doesn't help me and the seller has there money, there is a lack of commitment from FREY to even offer some form of responsibility or even compensation, there has been nothing mentioned about what happens when they take weeks/months past there a delivery date and blaming COVID is weak, especially when there are deliveries for parcels all over the world.

Simon from the UK has ceased to exist he has deleted all his posts from Facebook & youtube apparently which says a lot.

Maybe some confidence, responsibility, and accountability from FREY would help but to blame COVID or Brexit is a total piss-take.

 

[percymon]

Some bad press on social media generally soon generates some interest. It wouldn’t be so bad if you actually knew what was happening with the parcel, eg it has to be security screened before leaving Germany and there’s a 3 week backlog for instance.

apple manages to ship hundreds of thousands of lithium batteried iPhones every month, yet Frey / alibaba cant get a timely shipping route ?.

 

[D.Unwin]

Percy you are bang on with that, its the visibility thats one of the major issues, if they told me it will be another 3 months at least i would know even though I wouldn't be happy...

 

[J.R.]

One issue that comes to mind is battery health, something that concerns all of us. Due to a variety of reasons and regulations many sellers ship battery packs at 30% charge. Packs will discharge over time just sitting on the shelf and by most experts advice, a pack should be maintained, while in storage, at around 60% charge. I've seen some here on the forum report losing 5% per week while stored. Some report more and some less. Add to that how is a pack in delayed transit being stored? Hot, cold? It's certainly not being charged.

Ultimately it's the sellers responsibility to get your pack to you, not the carrier. The seller needs to get actively involved.

Best of luck!

 

[D.Unwin]

Thank you for that info JR its something I hadn't even considered but i will now when i respond to FREY

 

[D.Unwin]

Well I have sent a message to FREY regarding battery storage and having no evidence of why its been 57 days into a 10-day journey, I even told them I was asking for a refund through Alibaba via there trade assurance & asked for some form of compensation due to the fact i paid more money to get the bike sooner and this is the response, bear in mind i have had the same response for 40 days

Hi David

Because of the impact of Brexit, the transit of goods from EU countries to the UK is very slow, and foreign freight forwarders have been urging them.

 

[J.R.]

Well I have sent a message to FREY regarding battery storage and having no evidence of why its been 57 days into a 10-day journey, I even told them I was asking for a refund through Alibaba via there trade assurance & asked for some form of compensation due to the fact i paid more money to get the bike sooner and this is the response, bear in mind i have had the same response for 40 days

Hi David

Because of the impact of Brexit, the transit of goods from EU countries to the UK is very slow, and foreign freight forwarders have been urging them.

This has to be driving you mad with frustration and anger. If you're in a takeout restaurant, you order and pay and then the manager says 'sorry a member of staff tripped and dropped your food, come back tomorrow and we'll see what we can do... no promises'. That sounds reasonable

Terrible customer service. I hope you get better news soon!

 

[Taylor57]

Well I have sent a message to FREY regarding battery storage and having no evidence of why its been 57 days into a 10-day journey, I even told them I was asking for a refund through Alibaba via there trade assurance & asked for some form of compensation due to the fact i paid more money to get the bike sooner and this is the response, bear in mind i have had the same response for 40 days

Hi David

Because of the impact of Brexit, the transit of goods from EU countries to the UK is very slow, and foreign freight forwarders have been urging them.

What is the Alibaba policy on refunds in your case?

 

[Gionnirocket]

Your bank/credit card is your best course of action.
As long as you have some documentation that shows delivery date and that you have been reasonable trying to resolve it with the seller... that will be all that is needed.

 

[D.Unwin]

This has to be driving you mad with frustration and anger. If you're in a takeout restaurant, you order and pay and then the manager says 'sorry a member of staff tripped and dropped your food, come back tomorrow and we'll see what we can do... no promises'. That sounds reasonable

Terrible customer service. I hope you get better news soon!

it is driving me mad, i cant even go kicking the door down as they are half way around the world

 

[D.Unwin]

What is the Alibaba policy on refunds in your case?

not sure Taylor, hopefully, there trade assurance holds up to some sort of sensible investigation rather than them blame COVID

 

[D.Unwin]

Your bank/credit card is your best course of action.
As long as you have some documentation that shows delivery date and that you have been reasonable trying to resolve it with the seller... that will be all that is needed.

you're right

I have the bike and have done for nearly 2 months it's only the batteries I need but as mentioned above these could be stored very poorly by UPS and I know nothing about it, also when I put a refund claim in I have to claim for the full bike not being delivered which is a complication in itself