FanTop - Polish Online Shop - Bad Experiences

[dantzig]

So I just wanted to share with you guys my last experience buying online, with a polish seller... You don't need to know much of the background story, except that I ordered 4 stickers boxes and bought everything without any problem, until seller decided what should I receive... Here's the mail "conversation":

Hi,
in one parcel I can send You max 20 blisters and 2 box's stickers,
becous parcel up to 2kg i high shipping cost (90pln)
so - I'll back You money for 2 stickers box;s
best regards

Without even waiting for my answer, seller sent the parcel:

Dear Customer,
we kindly inform that we registered dispatch order of parcel number XXXXXXXXXXX

Ok, so we have some problems now:

• First, you should tell people that 2Kg is the limit or add that 90pln shpping cost... You only wrote in your shipping page that 2kg is the limit for small letters;
• Second, you don't send parcels with half the contents without buyer's permission, just because it's more convenient to you. You ask first if the buyer still wants to order and if he does, what does he prefer. And I prefer that you send the 4 sealed boxes and the rest in blisters, until 2KG;
• Third, you also apologize for the inconvenience to the customer, which you didn't;

Now, after so many purchases from you, I didn't expect this behavior... I understand that paying such a high shipping cost is bad for your business, but you just don't send the parcel without consulting buyer first... I'm not a robot that will be happy by anything you send.

Anyway, I demand the 4 booster box and the rest in blisters, until 2KG... Talk with the transportation company by phone, ask them to get back the parcel, I don't care what you do... First, you talk with you customer, see what they reply, then you send, simple.

Regards.

sorry my friend,
parcel up 2kg is 90pln cost in GLS
so - I'm not Santa Clous,

regards

Are you kidding me? Do you even understand english? Why didn't you, at least, ask me first what should I want? If you have told me, before you send, that you can't send more than 2kg, I would understand! But you didn't even wait for my answer and just sent what would be best to you!

This is how you treat customers? If there's a problem created by you, you just give stupid answers like "I'm not Santa Claus"? You still have a lot, and I really mean a lot to learn with customer service... Until you assume your errors and politely apologize to customers, you're not qualified to be a seller.

You lost a good customer, not because of the 2kg limit, not because you send half the articles without consulting me first, but because you were tremendously incorrect with me.

Have a nice day.

sorry - I don't have a time for joke,
I have a lot of work,
please - find new shop.
regards

I didn't bother to answer anymore, it's like talking to a wall... And amidst the messages, he refunded everything and cancelled the order.

----------------------------------------------------------------------------------------------------------------

Our member @Andy, which many of you know for the well known "Football Cards & Stickers" Youtube Channel, also has a serious complaint about this seller. Click to go to his post.

 

[DetroitStickers]

Was this from eBay? If so, I'd like to know the seller so I can avoid them.

 

[dantzig]

Was this from eBay? If so, I'd like to know the seller so I can avoid them.

No, it was a polish online store... If this happened in eBay, he wouldn't be like this, with the negative feedback fear... But I'll be doing for the blog some reviews of online stores and if he was to get a very good score overall, now he won't.

I'm still flabbergasted with his attitude and then his responses... I've bought a lot from him in the past, everything went well, he even offered a lot of souvenirs... But when a problem arose, totally created by him, he just give short and impolite answers... It's like he doesn't care to lose customers and I'm sure most of them don't half the purchases I did.

 

[ilias]

The "I'm not Santa Clause was funny"

Hope you got your money back

 

[dantzig]

The "I'm not Santa Clause was funny"

Hope you got your money back

Yeah, I got the money back right away, no worries there.

Funny in a bad way, because I was not demanding him to send more than what I paid, though I paid the shipping he stated (if he can't send over 2KG, warn in the checkout and not after the payment)... The problem was him choosing what I would receive and send without asking me first if I preferred the boxes or the blisters... And he has a lot of blisters, but not many boxes, so he chose what suited best to him and not me... Besides the main reason of being a complete jerk in customer service.

Also, he clearly doesn't understand english as he should... If you sell internationally, at least learn english enough to deal with the issues.

 

[Andy]

No, it was a polish online store... If this happened in eBay, he wouldn't be like this, with the negative feedback fear... But I'll be doing for the blog some reviews of online stores and if he was to get a very good score overall, now he won't.

I'm still flabbergasted with his attitude and then his responses... I've bought a lot from him in the past, everything went well, he even offered a lot of souvenirs... But when a problem arose, totally created by him, he just give short and impolite answers... It's like he doesn't care to lose customers and I'm sure most of them don't half the purchases I did.

wonder if these are the same sites i have purchased from before from Poland, 2 well known ones... had small issues with both... including one where i ordered two LE XXL cards from the world cup 2014 adrenalyn series and got Champions League 13-14 variations by mistake. Not a problem you would think but when i sent email, the seller said he would send the correct ones "with next order". I had to email again a few more times for about a week before he agreed to send the 2 correct cards on their own. Again previous purchases had been all ok, but the hassle to try and get my correct cards purchased, i will only order from them again if i have no other option.
The other site...when place order just get products which are suddenly "out of stock" but in stock when you order then...always refunded for that cost of item, but never refunded for the extra shipping price paid.
They seem to think by sending silly designed fake cards with suarez dressed as a shark or something like that it will keep people happy...those cards are always binned on opening the parcel!!!

 

[dantzig]

They seem to think by sending silly designed fake cards with suarez dressed as a shark or something like that it will keep people happy...those cards are always binned on opening the parcel!!!

@Andy Yes, that's the one... I just don't want to share the name of the store, because I don't want them to have free advertising, even if it's bad... But in the next weeks, maybe days (my laziness is the main obstacle ), they'll get that advertising in the main site.

I know 4/5 polish online stores that sells internationally, but just bought from 2... The other one also made the mistake of sending an empty album just inside a bubble envelope... Anyone with some experience in this business knows that albums need to be sent with something sturdy, to avoid the album being bent along the way... Which was what happened, album came with a lot of creases... Luckily, it was just about 1€ and I could get more from other sources, if needed to, so I didn't even bother to complain.

Anyway, like I wrote before, I'll be doing some reviews about these online stores... If anyone wants to join with some review, I'll be very pleased... More than one opinion is more credible to the people who will read... Just need to follow some guidelines me and @Pavle thought they're the best to evaluate and off you go.

 

[Andy]

Hi, just wanted to share with you guys the worst buying experience i have ever had ONLINE bar NONE!! I ordered numerous products from a place called fantop.pl (kenobi.pl on email)...

i spent in total around 377zl but firstly was refunded 48zl for an item which they didnt have in stock, which was fair enough. On receipt of the item today however they accidentally put in a german edition RT Euro 2016 mega starter pack instead of 2 Polish Issue mega Starter packs. ok, I thought, no problem will notify them of the error and they will rectify...

To my dismay from the copies of the emails below however, you will see, they decided to call me a LIAR and suggest i was trying to get an extra copy of the starter pack - bare in mind that i spend around £1000+ on products per year do they really think i would try and get a £6 product for FREE!!! What they are annoyed about is their mistake they have made, to put the error right they would have to send another shipment from Poland to England at their own cost...something which they should do as a reputable store but what they are not prepared to do.

I WILL NEVER DEAL WITH THEM AGAIN AND I WILL TELL EVERY COLLECTOR I KNOW NOT TO DEAL WITH THEM.
SIMPLY THE WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED.

THEY ARE COMPLETE TOSSERS. LUCKILY I HAVE RAISED A PAYPAL DISPUTE AND WILL ALSO LET MY POLISH YOUTUBER FRIENDS KNOW ABOUT THIS SO THEY CAN ADVISE THEIR SUBSCRIBERS AS WELL AS OBVIOUSLY WILL TELL OF MY EXPERIENCES TO EVERYONE I SPEAK WITH...all for them stealing around £6 worth from me!!

THEIR ADDRESS SHOULD THEY TRY AND CHANGE THEIR NAME ON EBAY OR ANYTHING:
kenobi
Al.Śliwowa 45 b
54-106 Wroclaw
Poland



From: kenobi.pl
Sent: Wednesday, June 03, 2015 11:25 AM
To: Andy
Subject: Re: order ----

it is impossible,
I remember very well your shipment.
However, if you insist that you receive German version - in which I do not believe -
the complaint process is only one. You must advertise a product - that is, you need to send it to us at your expense.
greet

fantop


W dniu 2015-06-03 o 12:13, Andy :
Hi,


I received some items however didnt receive all the remaining order though as has been an unfortunate mistake:
I ordered 2x POLISH MEGA STARTER PACKS SEALED (MEGA ZESTAW STARTOWY) ROAD TO EURO 2016 Adrenalyn XL as you will see from the order. I only received 1 and 1x GERMAN EDITION MEGA STARTER PACK RT EURO 2016 which i didnt order?? Please can you advise as I dont need the german edition, i need 2 sealed Polish editions so am missing one of those.
many thanks. Andy

 

[Pavle]

Terrible experience. Unbelievable. I am wondering if this is the same seller that @dantzig recently had a problem with?

 

[Andy]

Terrible experience. Unbelievable. I am wondering if this is the same seller that @dantzig recently had a problem with?

i think it was Pavle. They seem to treat their customers with contempt. I have had an order from Maks Collection wrongly sent before ie wrong card from wrong year but they sent the correct one when i told them... This fantop.pl place, Im still fuming!! I dont think they quite understand the partnerships i have on youtube with polish youtubers... Ive got such a big mouth when disrespected like that. To suggest i would try and rip off for £6, I wouldnt even bend down to pick that amount off the floor (well maybe i would, but in the big scheme of things, you know what i mean!!)

 

[DetroitStickers]

This is why I stick with eBay. I like the backing of PayPal.

 

[dantzig]

This is why I stick with eBay. I like the backing of PayPal.

I bet Andy bought also with Paypal (we have to pay an extra fee, due to Paypal seller fees), so he has 180 days to complain if something is right.

Oh well, I was trying to not give them too much attention, but yes, it was Fantop I had that problem... They have a very nice stock, provide great promotions (the best I've seen online), but they suck big time when dealing with customers... Their ego is much bigger than acknowledging they make mistakes... They still don't understand that, when you lose a customer, you'll lose more than that, because that customer will not suggest them to his friends... And when you lose a customer like Andy, you'll lose dozens of possible new customers and also some current ones... But business must be great to them, to afford to have such a big mouth like that guy has and losing two good customers in one week.

@Andy, do you mind if I share your case to the article I'm writing? Because due to your YT channel, I'm sure it'll have a bigger impact than my story alone.

 

[Andy]

I bet Andy bought also with Paypal (we have to pay an extra fee, due to Paypal seller fees), so he has 180 days to complain if something is right.

Oh well, I was trying to not giving them too much attention, but yes, it was Fantop I had that problem... They have a very nice stock, give great promotions (the best I've seen online), but they suck big time when dealing with customers... Their ego is much bigger than acknoledge they make mistakes... They still don't understand that, when you lose a customer, you'll lose more than that, because that customer will not suggest it to his friends... And when you lose a customer like Andy, you'll lose dozens of possible new customers... But business must be great to them, to afford to have such a big mouth like that guy has.

@Andy, do you mind if I share your case to the article I'm writing? Because due to your YT channel, I'm sure it'll have a bigger impact than my story alone.

of course, use whatever you like @dantzig put with your case as well though as will show they make huge amount of errors... I mentioned them as they shouldn't be allowed to continue this, i thought about doing the same as you but thought due to the other sellers in Poland being ok, they shouldnt be confused with Fantop and the poor service it provides. I will also be doing a video which will be online forever on youtube and as will get views from approx. 50k subs during the course of time should head to the top of the google search engines fairly quickly when people type the stores name in search engine. I will explain my experience with them in my own unique style!!
To suggest that i would lie to get a £6 starter pack is embarrassing to me, its like me going to the shop and saying i was a 10p sweet short, I wouldnt bother...!! I order stuff from Sweden, Norway etc which amount into £100's of pounds each order and have never had any problems with professional sites such as them. When i told fantop in reply that i would be letting Szalony etc know so they can tell their polish viewers they couldnt care less... the arrogance of the place!!

 

[Andy]

This is why I stick with eBay. I like the backing of PayPal.

paid with paypal...but it wasnt from ebay so the only thing which i cannot do is leave them negative feedback. I will be shouting about this experience from the roof tops though so everyone hears me!! I raised a case with paypal and escalated it so it is being reviewed.

 

[Andy]

Just to clarify as well... as you see by the dates of the emails in the first post... here is my opening of a GERMAN EDITION road to euro 2016 adrenalyn xl mega starter pack uploaded on 23rd May 2015.... while the order for Polish Edition items was made 28th May 2015!!!

i bought 2 German editions from ebay german seller and can prove that as well!
why would i want to order more German Version ones from a seller in POLAND when they are cheaper from the German seller and i bought them from there!! I wanted to get 2 from a polish seller of the POLISH EDITIONS...makes sense right?!! 1 to open for my channel and 1 to keep for my merchandise collection. Hence why i purchased 2 of the POL Edition starters.
to call me a liar is ridiculous and i do wonder how many more times this FANTOP.PL has done that to other buyers. Changing orders, sending incorrect stuff and then blaming purchaser may be more common than we think I expect.

 

[dantzig]

You don't need to explain, it's obvious who is lying... If I was some kind of thief, with that purchase, I would complain I didn't receive the most expensive item there or it came very damaged.

I've not ordered as much as you, but I've got my share of experiences... So far, I'm not very satisfied with the quality of the online stores and believe me, I had a worse experience than these guys... Yes, there's even worse!

Polish sellers have the best prices, in my opinion... Probably due to their currency or maybe because they're the country with the best Adrenalyn stuff... And before this guy, I always had good experiences with polish sellers... Even yesterday I bought some stuff from another polish seller (on eBay)... There are rubbish sellers everywhere and I got my share all over Europe and even US (I almost never buy outside Europe).

I wouldn't mind at all if you shared more of your purchase stories... I want to write many parts, something like a chronicle, reviewing about 3 shops per article... And it wouldn't be exclusive to me, it could be written from anyone who wants to contribute... I know you have the YT channel to take care of, plus all the daily routines everyone has, but if you have some time to write something here (Pavle could create you an account for that), it would be very nice to know some of your good and bad experiences.

 

[Andy]

Honestly @dantzig this is the first one in ages/years that i can say this has happened to me... i get a few sellers on ebay which forget some cards/stickers in complete sets and even i have sent out a sticker set as a seller missing an individual sticker myself a few months back so i am not subject to making the odd mistake myself!! The difference with me/other ebay sellers is we/they recognise mistakes can happen - from my point of view I sold a complete sticker set of Panini Football 1989 which had no.299 wimbledon team 1990 sticker. I didnt realise straight away as no.299 in both 1989 and 1990 was the wimbledon team sticker!!! what i done was buy a correct 1989 sticker and send onto the buyer as was my responsibility and told the lad to keep the 1990 sticker as not worth the return postage, if i wouldve wanted him to send that back i wouldve paid his shipping as was my error.
As generally for other sellers, if they do similar to what i done on that occassion, they straight away rectify the error. As for other internet shops...the ones in Scandinavia have always been absolutely perfect...the best one by a mile was mncollectibles.se or something like that, who actually when i wanted blisters and he didnt stock them went and bought them from local shops for me to go along with the rest of my order...admittedly it was a very large order in total...but still the seller didnt have to do that. I really hope that guy is OK as his website store is offline at moment.

This Fantop.pl is a disgrace to sellers and of course, its probably a good idea to monitor other stores...i really like that idea...
not only from the negative useless service which this Fantop brought...but also for the 5 star service which most buyers receive from website stores such as mncards and in England chaoscards.co.uk which i had an absolutely brilliant experience with.

 

[dantzig]

Every single person who calls themself as "Seller" knows that the first thing you have to provide is a quality customer service... I said that to those guys, with those answers they're are not even qualified to be a small seller, never mind that big store.

mncollectibles is also on my list and if I'm not mistaken, it's also for my first article... Just ordered some cards from them, but came everything very well protected and I just loved their checkout order: you pay the shipping according to the weight and not some fixed shipping where the seller can come to you and say "oh sorry, you bought too much, can't spend all that in shipping", like those Fantop guys did with me... Anyway, mncards is offline since January/February, which is a real pity... Facebook is also without any news, so I'm afraid it might be something permanent... But I already did my review about them, so I'll include and say that they closed in the mean time.

The articles I write have all, the good, the average, the bad, also scored by certain details... I know also that chaoscards, because they had english stuff in WC 2014, but never ordered (and they're more to all other TC and boardgames)... I still have dozens to try, but either they don't have very good prices or shipping is outrageous (I know a german store who asks 25€ for every shipping to Portugal, even if it's just some lousy cards).

Seriously, I need to get back to that article, I've been delaying it too much.

 

[Pavle]

Just wanted to update. Article with webstore reviews is now live at this link http://www.cardzreview.com/cards-stickers-online-shops-review-part-1/. Exceptional post by Carlos.

 

[dantzig]

It had to happen those awful problems to me and Andy to finally finish writing that article... Sorry for the delay.

Surprisingly (at least for me), there are already many comments, with suggestions too. Really great response from the community

Better start thinking already in part 2, while I'm still pumped up