ST
Shaun T
1 reviews | Active since Feb 2015
24 Jul 2025, 10:06
My experience with Ubuy was not great
My experience with Ubuy was not great. I ordered a running vest which was delivered late and unfortunately I was away on business. I got back after the 7 day return policy ended to find the vest was two sizes smaller than I had ordered. After 3 emails unanswered I sent a message on WhatsApp to be told that I was out of the 7 day return policy and they would not help me. I am now sitting with a vest I cannot run with and R4,000 out of pocket. In this day and age, I will be spending money with companies that are understanding, especially when my delivery was late and I was unable to be there when the delivery took place. It seems, they can be late with no consequences, but you cannot.
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UBUY's replyOfficial
26 Jul 2025, 07:25Dear Shaun Taylor
Thank you for sharing your experience, and we sincerely apologize for the frustration caused. We’ve investigated your order and confirmed that the CamelBak Apex Pro Run Endurance Racing Vest with RECCO Technology in Size Large (as displayed on our platform) was delivered to your address.
We understand that the delayed delivery coincided with your business trip, preventing timely inspection of the item. Our return policy allows for returns within 7 days of delivery for incorrect, damaged, defective, or incomplete items. Regrettably, our records show no return request or communication from your end during this window, limiting our ability to process a refund or replacement retroactively.
Regarding your emails: We’ve found no prior correspondence in our system. On WhatsApp, our team did request a screenshot of your emails to investigate further, but we received no response. We acknowledge this breakdown in communication and are reviewing internal processes to prevent such gaps.
While we’re unable to override our policy retroactively, we genuinely appreciate your feedback. It highlights an opportunity to reassess how we support customers facing delivery delays. We’ve shared your concerns with our team to explore more flexible solutions in exceptional circumstances for future customers.
Sincerely,
Ubuy Customer Experience Team
Thank you for sharing your experience, and we sincerely apologize for the frustration caused. We’ve investigated your order and confirmed that the CamelBak Apex Pro Run Endurance Racing Vest with RECCO Technology in Size Large (as displayed on our platform) was delivered to your address.
We understand that the delayed delivery coincided with your business trip, preventing timely inspection of the item. Our return policy allows for returns within 7 days of delivery for incorrect, damaged, defective, or incomplete items. Regrettably, our records show no return request or communication from your end during this window, limiting our ability to process a refund or replacement retroactively.
Regarding your emails: We’ve found no prior correspondence in our system. On WhatsApp, our team did request a screenshot of your emails to investigate further, but we received no response. We acknowledge this breakdown in communication and are reviewing internal processes to prevent such gaps.
While we’re unable to override our policy retroactively, we genuinely appreciate your feedback. It highlights an opportunity to reassess how we support customers facing delivery delays. We’ve shared your concerns with our team to explore more flexible solutions in exceptional circumstances for future customers.
Sincerely,
Ubuy Customer Experience Team
UBUY's reply26 Jul 2025, 07:25
Official
Dear Shaun Taylor
Thank you for sharing your experience, and we sincerely apologize for the frustration caused. We’ve investigated your order and confirmed that the CamelBak Apex Pro Run Endurance Racing Vest with RECCO Technology in Size Large (as displayed on our platform) was delivered to your address.
We understand that the delayed delivery coincided with your business trip, preventing timely inspection of the item. Our return policy allows for returns within 7 days of delivery for incorrect, damaged, defective, or incomplete items. Regrettably, our records show no return request or communication from your end during this window, limiting our ability to process a refund or replacement retroactively.
Regarding your emails: We’ve found no prior correspondence in our system. On WhatsApp, our team did request a screenshot of your emails to investigate further, but we received no response. We acknowledge this breakdown in communication and are reviewing internal processes to prevent such gaps.
While we’re unable to override our policy retroactively, we genuinely appreciate your feedback. It highlights an opportunity to reassess how we support customers facing delivery delays. We’ve shared your concerns with our team to explore more flexible solutions in exceptional circumstances for future customers.
Sincerely,
Ubuy Customer Experience Team
Thank you for sharing your experience, and we sincerely apologize for the frustration caused. We’ve investigated your order and confirmed that the CamelBak Apex Pro Run Endurance Racing Vest with RECCO Technology in Size Large (as displayed on our platform) was delivered to your address.
We understand that the delayed delivery coincided with your business trip, preventing timely inspection of the item. Our return policy allows for returns within 7 days of delivery for incorrect, damaged, defective, or incomplete items. Regrettably, our records show no return request or communication from your end during this window, limiting our ability to process a refund or replacement retroactively.
Regarding your emails: We’ve found no prior correspondence in our system. On WhatsApp, our team did request a screenshot of your emails to investigate further, but we received no response. We acknowledge this breakdown in communication and are reviewing internal processes to prevent such gaps.
While we’re unable to override our policy retroactively, we genuinely appreciate your feedback. It highlights an opportunity to reassess how we support customers facing delivery delays. We’ve shared your concerns with our team to explore more flexible solutions in exceptional circumstances for future customers.
Sincerely,
Ubuy Customer Experience Team