Avoid MyMemory - UPDATE

Nifkin

Nifkin

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A few weeks ago I ordered a tripod case for my Giottos tripod via Amazon from a company called MyMemory (they also have their own website).

Although advertised as new, when the item arrived, there were signs of wear on the zip pulls (the black paint had rubbed off), and the zip itself would fall open near the bottom when fully closed, so I got in contact with MyMemory and informed them that I'd be returning the item for a replacement.

They responded to this by telling me to follow the returns procedure on their website, which included a FREEPOST address to send the item back to.

Subsequently, I contacted MyMemory over a week after I'd dispatched the item, requesting an update, and they said the item hadn't been received, and that the only way they were willing to address this was if I provided the recorded delivery reference that I had used when returning the case to them!

Now, seeing that the item was only worth £20, and that they had provided a FREEPOST address to send the item back to, why would I be expected to send the item by recorded delivery?

I'm a bit disgusted; they've managed to rip me off £20 due to their contradictory returns advice. Avoid.
 
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Nifkin said:
why would I be expected to send the item by recorded delivery?
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Recorded delivery costs about £1 maybe even less and it is there to protect the person sending the item. Personally I think it would have been worth you sending it recorded even if mymemory didn't insist on it.

I think you are being a bit harsh on mymemory here. If they've not received the returned item then you can understand them not wanting to send out a replacement.
 
-Rob- said:
Recorded delivery costs about £1 maybe even less and it is there to protect the person sending the item. Personally I think it would have been worth you sending it recorded even if mymemory didn't insist on it.

I think you are being a bit harsh on mymemory here. If they've not received the returned item then you can understand them not wanting to send out a replacement.
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Fair enough. I don't think I am. They're very tardy in responding to communication, their returns policy is contradictory, and they sell clearly faulty and used goods as new. Why should a customer have to pay a penny more if the goods are clearly not as described? In fact, they don't; distance selling regs state that the seller will be responsible for the cost of recovering goods in a situation like this.

But fill your boots and order away!
 
Did you get Proof of Postage?

Under DSR you only need to show you made a reasonable attempt to return.
 
I'm with the OP, the goods were not up to scratch, a small amount of customer service on their part, and job done.
 
puddleduck said:
Did you get Proof of Postage?

Under DSR you only need to show you made a reasonable attempt to return.
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He could argue he did that by following their procedure. I would write a letter to the company secretary requesting a full refund or new replacment.
 
A certificate of posting which is free would at least give you a chance of claiming up to 39 quid back from Royal Mail
 
not a great state of affairs but I must say I've used them frequently in the past and they've been fine - admittedly only for memory and card reader/multimedia systems

I suspect a cock up rather than intent, but just wanted to redress the balance a bit
 
I've bought from them many times. I once had to return a £60 bt earpiece and they were quick to respond and sent a replacement without any questions. As a general rule though the more valuable the item the more important to send it recorded or rmsd.
 
I have bought from MyMemory loads of times, i had to send 1 item back and it was handled with the utmost speed and efficiency. on a side note i would always get proof of postage whether it be the free version or a tracked version.
 
I will agree that I could have sent it recorded anyway, but, in my experience, spanning my working life and dealing with a fair few mail-out suppliers, post goes missing so infrequently that I'd find it a huge coincidence if the items that do go missing when on their way to this company are the ones that aren't recorded! Wouldn't surprise me at all if it was an implied term of the working practices at some companies that stuff may "disappear" if it's not traceable. As a fraud investigator, issues like this interest me, so I will be taking it further.

Anyway, regardless of recorded delivery or not, the company advertised the tripod case as new when it was used (and broken), and I wouldn't have ordered it if I had known that. :thumbsdown:
 
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Anyway, regardless of recorded delivery or not, the company advertised the tripod case as new when it was used (and broken), and I wouldn't have ordered it if I had known that.
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Well that could just be a simple mistake of a returned faulty item being put back into stock. Mistakes happen.
 
I've never had a problem with MyMemory but I've only bought CF cards etc, so nothing valuable. It does just sound like a cock up, may have been returned and accidently been put with the new stock?

Write a letter to the manager and see what happens.
 
PsiFox said:
Well that could just be a simple mistake of a returned faulty item being put back into stock. Mistakes happen.
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Yes. Mistakes happen. Businesses should engage in a bit of customer service and rectify those mistakes then.
 
Drop them an email/letter and argue the point you were asked to send the item via the free post, and see what happens. Its a lot harder for tracked and items that are recorded to go missing then not tracked/recorded.

I've delt with them a few times and had one item i wasnt happy about (card rearder) sent it back to them and they sent e a new one, not reallt had any issues.

Hope you got your situation sorted
 
Cheers Alan, I'll look into that :thumbs:
 
Update: After sending a further email of complaint to MyMemory, I was pleased to receive, this morning, a quite sincere apology from the company, who now inform me that my missing tripod case has indeed turned up, and that they will be issuing a full refund back to my debit card within the next 72 hours. In addition to that, they're going to send me a USB flash drive as a goodwill gesture for the hassle caused.

So there we are; at the beginning I was not happy at all with MyMemory's level of customer service, but, after a few strongly worded emails, they were prepared to go the extra mile to sort out my little problem.

Of course mistakes are going to be made, and I don't have a problem with that as long as the seller takes responsiblity for them; and, on this occasion, MyMemory have aquitted themselves rather well :thumbs:
 
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I've used them loads of times for various items for my camera and ipod, i've only had to return one item, an 8gig thumb drive due to it becoming faulty after about a week, they dealt with the issue and return a new one quickly and i am still using it 18months later.

personally i'd recomend them, i think your dealings were just an unfortunate series of mistakes.
 
chris250 said:
I've used them loads of times for various items for my camera and ipod, i've only had to return one item, an 8gig thumb drive due to it becoming faulty after about a week, they dealt with the issue and return a new one quickly and i am still using it 18months later.

personally i'd recomend them, i think your dealings were just an unfortunate series of mistakes.
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Yep! My point entirely ;) Mistakes are only a problem if they're not rectified, which eventually they were. Now anybody searching for an opinion on MyMemory will have this thread to gauge the level of customer service they may receive :thumbs:
 
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I have bought from and returned to them with excellent service.

Speak as you find.
 
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