Here is the update and original post from TCCA and TFDU:
REGARDING TOYBOT IMPORTZ
(Updated Nov 12 2019): Last week, a notice was posted warning members of our groups against doing business with Toybot Importz for practices considered unacceptable by the admins of TCCA and TFDU. On Saturday, the company posted a response to our complaint, committing to improve their customer service practices and detailing a change in shipping policies that will hopefully reduce the volume of customer service enquiries.
We are encouraged by the response, and look forward to seeing these improvements. Further, we wish them well as they look to set up a physical retail store.
TCCA is restoring the company’s positive feedback rating, and will allow the company’s ads to be placed in the BST group, but a link to this thread will remain in the feedback file. In six months’ time, if the situation has indeed improved by our judgement, we will remove the link and this post.
TFDU has not placed Toybot Importz on its bad seller list and invite them to post ads in our group again. However, the concerns raised by customers were valid, so neither this or the original ‘warning’ will be removed at any point. We may also add TBI to our bad sellers list at a later date if we feel that not enough positive change has occurred.
We recognise that change can’t happen overnight and takes time. For now, we are happy to take the company’s commitment to improve on face value, but we will take action to warn and protect our members again if we start to see negative feedback dominate discussion about the company again in the future.
The original text of our complaint is reproduced below for reference.
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WARNING: TOYBOT IMPORTZ
The admins of both major Australian Transformers Facebook groups are today taking action against Toybot Importz, a well-known Australian online retailers and frequent advertiser in our Facebook groups.
We are recommending that anyone with outstanding orders and transactions from Toybot Importz check the status of their order(s) and monitor them closely.
This follows months of unacknowledged public feedback and criticism from buyers.
Criticisms in general revolve around lack of timely response (in many cases, any response at all) to enquiries over multiple weeks, sometimes even months. This is unacceptable behaviour from a business that's already taken customers' money.
Further, we find that making light of paying customers' enquiries by revealing received queries on Facebook posts is unacceptable, and could constitute a breach of customers' privacy.
Finally, complaining that customers are sending multiple enquiries about orders, causing delays in processing enquiries is unacceptable. If customers don't receive a response to their enquiry, of course they'll resend it. This is a vicious cycle, and it's Toybot Importz' responsibility to handle such enquiries.
There is also a feedback thread some 40 pages long on OTCA detailing issues customers have had with the business.
It is time to act on these signs from the community.
Both TFDU and TCCA will no longer accept ads from Toybot Importz and its owner Stuart Flynn in our groups. TCCA will be deleting positive feedback from its retailer feedback list for the company and leaving a note recommending against placing future orders.
Our message is simple: You've taken money from customers for items, and it's your responsibility to answer queries about orders. If a release date slips, let customers who've ordered the item know. If your CRM system cannot handle the enquiries load, get one that does.
We welcome a public explanation, feedback, apology or assurance from Toybot Importz that such behaviour will cease. Until such time as this happens, the above restrictions and recommendations against continuing to do business with the company will remain in effect.
Please feel free to discuss this decision with any of our groups' admins.
Signed
TCCA Admins
- Brad, Jason, Dylan, Tyson, Chris
TFDU Admins
- Michael, Adam, Ben
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