怎样对付流氓ezbuy

哇怎么感觉跟以前卖电话卡那家有点像，也是转钱进网站的户口，然后突然一天关闭了。。

你看了ezbuyCEO写的那封信吗

没看说什么了？

已经跟ezbuy说了，如果新年之前没收到，就打算报警了好几个同事和朋友也是没有收到钱一直pending。打算新年没收到就报警了

好长一封，没读完，谁给总结一下View this email in your browser
Dear valued customers,

It’s a tradition for me to send a Merry Christmas & Happy New Year email before Christmas every year. I would normally review what we have done and achieved for the past year –the good and bad and share plans for the coming year to our valued customers with anticipation and joy. Then, I would thank everyone’s support and love, wish everyone merry Christmas and happy new year sincerely on behalf of 65daigou / ezbuy team.
Regretfully however, though in the midst of festivities, I cannot write this year’s email as I did in the past years. I am filled with the bittersweet sadness of the recent situation that we find ourselves in.

Many things have happened in 2016, re-branding to ezbuy, enlarging our product pool to include millions of products that are available for one-time payment, launching Prime annual membership program, flash deal, cash off sales zone to enhance “greater savings” and many more, which if had happened in 2015, I would be more than happy to list them down, but this year, especially in the recent 3 months, I feel ashamed to do.
Despite all the efforts we had made this year to enhance the shopping experience, if we cannot shorten the overall order fulfillment cycle as we had been doing for the past few years, if we cannot even deliver your orders on time, then we have had failed the most fundamental and important responsibility, which is to send every order to customers with speed and accuracy. This is the worst time ever and there’re so many customers have been with us for more than 2 years, 4 years, even 6 years, when we received feedback from them, when they came to us for help on their orders undergoing abnormal delays, we felt deeply disappointed in ourselves.

During China National holiday (from 1st Oct to 7th Oct), many employees took long leaves and the leftover orders from end of September started to get delayed due to the long holiday. Due to some special reasons, the plan of shifting to a 4 times bigger warehouse in Dong Guan from Guangzhou was delayed to October. And because of the new location, our human resources, regardless of full time employees or part timers was facing a monumental challenge. But we had to shift the warehouse under this circumstance because we needed to get the new warehouse ready for 11.11 sales. We started to see 3 - 8 days delay in October, but before we could catch up, 11.11 came and we received surprisingly high volume of orders. Since then, overall order fulfillment cycle was slower by 5-15 days or even longer.
Customers submitted orders to us but we could not purchase within 24 hours like what we used to. Sellers sent items to our warehouse but we could not complete the inspection, repacking, and give customers a timely update. This terrible situation lasted until mid of Dec. During the worst 3 weeks, tons of goods arrived in our warehouse but no matter how hard the operation team worked, maybe only half of them can be inspected and shipped out, and every day there were tons of goods sitting in every corner of our warehouses pending processing. It was not just the delay that frustrated you, but also our inability of giving you a rough estimation on when your orders can be processed that aggravated the situation. The delay and uncertainty caused all kinds of troubles to tens of thousands customers, some items were meant to be gifts, some items were bought for company events, and others were travel essentials which is now lost the purpose of its original intend… We were not pro-active and customer-oriented enough when you came to us for those delayed items, we should have given you a more solid answer instead of making you ask and wait again. We are truly sorry for the poor and improper communications, which we all can imagine how badly we had made things for you.

When I was young, every time I made mistakes, my parents would ask me to face the wall and confess to myself for an hour. Growing up and entering the workforce, a report called “8D report” was required whenever mistakes were made. This 8D report normally starts from identifying root cause, to finding out Corrective & Preventive actions. It’s a very systematic way of analyzing, understanding mistakes, how mistake happened and how to prevent them. I appreciated it and brought it to our internal operation. Every “unsatisfied” review we received, if we could find the root cause and the particular employee who made the mistake, for example, purchaser bought a wrong spec of item because he/she misunderstand customer’s order remark, a damaged goods because of improper handling and packaging and etc. we would make sure that they write 8D reports for their mistakes instead of punishing them. This Christmas, we need to have a Corrective & Preventive action plans for the mistakes we have made, to give you confidence again.

The severe delay:
Everyone in operation team, management team including myself have been working around the clock, doing our best to check more items, send out more parcels, reply more inquiries;
There were many actions taken;
Getting more manpower at any cost. We raised all orders and parcels related payout, found all possible agencies to help us hire full time and part time staffs
IT team paused all projects, fully focus on ERP improvements to help increase operation efficiency
Rented more temporary warehouses to accommodate items and increased part timers doing order inspection and repacking
We have been trying all possibilities with just one focus, to clear all leftover orders.
Therefore, with all the efforts being put in, we have finally caught up for majority of the orders by 10th Dec. If you have shopped during 12.12, you may have felt that the processing time for 12.12 was much quicker than 11.11. Majority of the 12.12 orders were inspected within a week.

The series of delays which happened in the past 3 months put us in deep thoughts; how to prevent this kind of delay due to similar incidents and during peak season?
Unlike the typical e-commerce website who has an upper limit in order volume, which is the number of stocks available; we have no limit by nature, your support can be overwhelming but we will be incapable of handling all orders well if we solely rely on manpower, hence we have to speed up the process of bringing in intelligent systems to help us relieve the strain on manpower.
A special task force team has been formed to optimize the system and processes from top to bottom, with the consideration of the possible growth in order volume we will receive for the next 2 years.
Engage professionals in logistic/warehousing to help us optimize warehouse turnover time and improve warehouse efficiency.
Meanwhile, we promise 24 hours of processing time for 3 processes: purchase, inspection and parcel shipment from 2017. If any of your orders get delayed, we will penalize ourselves by compensating you rmb1 for every single order, every business day of delay in any of the 3 processes. The longer the delay of each order, the more we will penalize ourselves to compensate you. In future, should similar scale of delay happen again, we could end up compensating huge amount to our customers.

We strive to give you a measurable and tangible promise, hence by announcing this initiative, we force ourselves to pay more attention to our operation. This is the most basic and fundamental thing for us, which has been something we took pride in for the previous years.

2. Customer service team failed to assist you, give you a reply in time, and provide you an unprofessional reply at times:
Although customer service team has doubled in the past 2 months, working overtime every day to clear backlogs, due to the number of problem orders which requires the team to contact both sellers and you to process, coupled with after-sales issues coming from the large amount of 11.11 orders which had been shipped to you, our customer service team will need a slightly longer time to catch up to resume our normal service standard.

We have started piloting an intelligent customer service solution to improve our efficiency in a larger scale; we have arranged for trainings from external parties and internal trainers to improve customer service team soft skill and competence in handling your inquiries. To you, we hope to achieve a more timely and professional customer service standard.

3. All kinds of problems originating from ship-for-me service:

We noticed on different forums, Facebook and other open channels, half of the complaints originate from ship-for-me service. Besides the delay issue which we had resolved during beginning of this Dec, many other problems lie in the disconnection of service expectation.

For ship-for-me service, we are a logistic provider, the only service obligation is to provide a shipping service for whatever item we receive on behalf of you, much like DHL or Singpost.

It is natural that customers who use our ship-for-me service to benchmark the service standard of buy-for-me or prime service, and have higher expectation on us than other logistic providers. When this kind of expectation is applied to damaged or lost parcels, customers cannot understand why ship-for-me service compensation is so little and even capped by shipping fee though this is an industry standard which DHL, Fedex are adopting.

Some customers who use Taobao forwarders to ship some small items or regular items would like to benchmark our processing time vs Taobao forwarders. This is a reasonable comparison. But the fact is Taobao forwarders’ system are integrated with Taobao, they have every detail about your order, they can cross reference and are able to match your orders much easier, faster and with very good accuracy. They also know what the order volume is immediately after you have made purchase so that they can allocate resources in advance. Many of you are used to this so when engaging our ship-for-me service, it’s natural you don’t submit your purchase information or tracking information on our site after you purchase from Taobao. However, this caused a lot of issues in the past. The lack of information in order volume results in insufficient resources allocated and the delay in order processing. And without your order details, if your item comes without your unique ID or an illegible shipping label which contains your unique ID, we could never be able to match easily for you, this caused tens of thousands problem orders unable to be tied to the owner.

Many of you chose to use our ship-for-me service over Taobao forwarders because we offer sea shipment, much cheaper sensitive air shipment and air shipment which is 30% cheaper. We are able to help you to ship bulky items, items containing liquid, batteries etc. which Taobao forwarders do not allow to ship. A huge variety of items which require longer processing time and more tedious checks come to us, without adequate information when we received them. We do not even know if they are valuable or need special care but yet, we need to spend more time and effort to process them.

In the past, we always thought more flexibility for customers is good, but when we offer flexible services and cheaper prices at the same time, we realize that it becomes difficult to manage customers’ expectations.
We do understand that customers want flexibility, cheaper price and higher service standards, but we have to know our capabilities, know what we can offer in order to maintain our service standards and protect our reputation. Thus we have made a difficult decision that from 1st Jan 2017 onward, we will cease all ship-for-me sea shipment service and only offer air shipment service like Taobao forwarders. In the meantime, we do not accept any valuable items and please kindly take note of the compensation of ship-for-me service. It is indeed a difficult decision to make because we sacrificed the flexibility, but this can really help us to have better focus on ship-for-me air shipment. All we hope to do is to give our valuable customers a more efficient service.


With a heavy heart, I write this. The past 3 months, we put so many customers into different kinds of trouble, dilemma and worries, made so many employees work non-stop for so long… but no matter what, we are 65daigou, ezbuy as a team, we do not shrink away from responsibilities that we ought to bear. Even during the worse delay, we were still serious about our ETA and on-time shipping guarantee, making 30% international shipping fee compensation for shipment delays. During 11.11 and Black Friday, those orders we did not manage to purchase in time, as long as your orders were submitted before our guaranteed time, we made the purchase and paid for the differences at our own cost. For after-sales issues, we may need slightly more time to investigate and process one by one, but please trust us that we will not miss out any of your issues and take the responsibilities arising from them.

We are a group of passionate people, we have our dreams and beliefs and we hope to bring more goods from more places around the world to more customers with the utmost convenience and more savings. We do not forgive ourselves when problems arise and neither do we push away our responsibilities. We learn and progress eagerly and we try our best to dig deeper and see through all problems so that we can have better preventative actions. 12.12 order volume was also higher than our planned capacity, but this time having more experience and adapting ourselves, many of you who made purchase during 12.12 and 11.11 may have already felt the improvement in the efficiency of order processing.

This Christmas, we are full of apologies and regrets, but we think to ourselves, no matter what, we have to make everything better in 2017 for you, we have to be more focused, dedicated to provide a fast and professional service. Again, I would like to apologize for all the troubles caused during the past 3 months for you and your loved ones. 2017, we reset and set out again.

Merry Christmas and Happy New Year.

CEO on behalf of ezbuy team

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更新一下五分钟前刚收到ezbuy的短信，钱已经转回账户了。掐头掐尾，总共花了9个工作日，给其他需要转账的人做reference。

我的刚收到了花了11天时间，9个工作日，给你参考一下。

跟你一样12号request到现在一直pending

这次他们真的很让人失望，失败就是失败看来ceo缺少点统筹帷幄的能力啊，不过他们面对的挑战也是愜机，看能不能把握了

俗话说的好没有金刚钻别揽瓷器活，没有那个能力就别弄得那么大，到后来ceo居然怪人手不够。那就多请点人嘛.

部分同意你的观点据说他们双11爆仓了，人手不够，如果是这样，他们原本可以及时通知客户并安排减少宣传然客户暂时不要寄货物去仓库。
但是但是非但没有这么做，marketing还不停的宣传黑五，宣传双12。
说说我黑五的单吧，是给老公买的圣诞节礼物。因为没有美卡所以不得已用了buy for me，还另外对付5%手续费。按照CEO信里所说，任何的buy for me都本应该在24小时内处理，但是他们等了两天也就是礼拜天才处理，当然我买的打折耳机已经没有货了，变成了原价。然后就理所当然的cancel了我的order。我的内心是WTF，如果早一点cancel我的order，我还能找美国的朋友帮我下单，网站一直显示 processing让人误以为下单成功了。
综上所述，我自己也有错，轻信了ezbuy能提供完善的buy4me服务。但主要他们的marketing跟logistics做的太差了，CEO出来道歉也弥补不了什么吧。

而且最屌的是ship for me我手机显示的重量跟网页不一样手机的多过网页的，然后点全部。。总重量大于电脑和手机显示的重量。。。

改骂，我的也是，竟然叫我补差价，还好，多几块钱，我就不计较了，尼玛然后就给我process，到现在四十天了，还在ship to destination，尼玛不会是用的韩信的船被扣留港口了吧？

这次真的是醉了

耐心看完这封信我确定这公司需要一个给力的PR。

暴雪好有耐心不知道ezbuy的ceo上不上狮城帮，不是说是nus毕业的中国妹子吗，要过来看看大家的意见啊。

ceo明明就是一个中年男子

没收到这封信看到这封信，感觉以后能不用这个破网站就不用。写这么长累不累啊看的都累死了，而且没什么重点。

这ceo真是唐僧一般的人物

明显engineer思维的人在管理这样一个公司。

典型的小作坊干大项目有些东西不是加人就能解决的
ceo看不到这点迟早玩玩

大概明白他们遇到什么问题做账户的it还是财务部门的问题应该。
黑五的单扣了我三次钱，第一次扣错我跟他们说了，然后改了加错了我又跟他们说了，改正两次以后我也没管，今天早上看，又扣了一次，还好就百来块。扣了三次一样金额的。前两次还是我提醒的。他们转账这部分做的不好。公司运营一开始就是和小代购团购同一个理念。楼主的等了很多天应该是还在核查账目。然而越查越错。
另外单据被取消我也理解，黑五的单难抢，我买过限时的buy for me的东西，凑单的买上了，要买的退了。
它有令人满意的地方，也有不足。我觉得用了几次以后容易使用疲劳，粉转路人呗不过有需要的时候用一下，转黑不至于。

劝大家早日转黑我就能安心的用我的ezbuy啦……最近爆仓好烦恼，大家都去vpost吧

我也觉得写的太～长～了～
一般人都只看个开头就关掉了吧

是的，同意没重点，没逻辑，言辞极为拖沓。。。

我以为领导级人物基本素质就是能做到面对重要问题时言简意赅+直击重点。那些体恤员工辛苦，什么人手不够的邮件必然只能内部发啊。。。这关消费者什么事，我们是付钱买它服务的。越描越黑，他们公关怎么搞的啊。

来给lz点安慰，我11.11买的货还没有发出来。。。感觉ezbuy有点不厚道，明明没有处理能力还要拼命拉订单
不置可否上CASE去投诉它

搜email搜出6月份ezbuy marketing director的email65eday: we can definitely do it better
7 Jun 2016, at 8:32 PM
From: Wendy Liu, Co-Founder of ezbuy
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Dear valued ezbuy customers,

For those who heard of or made purchase on 65eday, a big thank you from everyone here in ezbuy. Your support and participation are essential to us to make this happen. And I cannot deny that we could definitely do better if we were given enough time and resources. This will be an annual event that takes place on every year 5th June. We believe we can make it an even successful one in coming years!

I know there were many calls, inquiries, social post regarding flash deal, prime, system issue and etc., and some of you had unpleasant experience, you wanted to voice out. As a co-founder and marketing director of ezbuy, trust me I could always feel you and I care so much about how you felt! The Black Friday sales in 2014, when our U.S. team delayed so many parcels, I was really anxious because I knew how it mean to ezbuy (65daigou back then). Every unhappy customer or every mistake we make would affect our credibility and the trust we have been trying so hard to build since day one. I wrote an email on 2014 Christmas eve and apologized to those affected customers. I personally helped customers to follow up on their orders/parcels to ensure we make things work eventually. Someone posted my email on forum and someone commented like “You think this is written by Wendy, the co-founder?”

I am a very truthful person and every single word in my email says how I feel and what I believe in. And YES, the email was written by me, not PR! By the way, we don’t have a PR role here in ezbuy. I always believe that the most effective way of PR or word-of-mouth is the results and the facts: customers' experience. What we have done and the process to get it through will eventually speak for ezbuy and convey the value of ezbuy.

After reading comments on our social media, I made a decision not to respond to every comments, but write an email, to let you know how our system works and why it happened. Hope this could help us to understand each other better.

Here’re the main issues that I have summarized:
System Issues
Flash Deals
Prime Wish List Tab
Allow me to mention about those issue one by one...

1. System Issues

Time Out On Web/app

During peak hours on 65eday, tens of thousands of customers are on our website grabbing deals every second... It's possible that some customers could encouter low speed and time out error, but most of customers successfully check out during the peak time. As we all know, there're always tremedous traffics during crazy sales like double 11 and Black Friday. And if you had visited Taobao, amazon during the peak hour, you would have experienced slow loading or time out error. Like Taobao and amazon in the past, when they were in a smaller scale, when their systems were not strong and robust enough, they kept on improving to ensure better or even the best customer experience. We will definitely move in the same track like them, and make our website more robust to hold an even bigger sales for more customers. A gentle reminder, checkout earlier so that you don't have to 'compete' with the crowd during midnight.

Weight estimation is not accrurate (for one-time payment)
The one-time payment estimation of shipping weight (shipping fee) is done by our intelligence system that we have always been working towards perfection. While this system has really brought many conveniences to our customers, we would also like to suggest that if you spot any such issues, you can highlight that to us. For urgent orders, you can check out your item via buy-for-me service.

Voucher
We apologize for many confusion on 65eday. The broken voucher images and wrong voucher status (marked as "used" before you used it) are caused by system bugs, and we managed to repair the system immediately. Some of the customers also feedback that the 'use voucher' option wasn't obvious. But 97% of our customers can successfully apply the vouchers to their purchase by the end of the day.

When we were planning for our 65eday, we wanted to create more values to our customers, a voucher system that can bring even more savings on top of the 'norms' - free agent fee and shipping fee. This is why we introduced the voucher system for this very crazy sales day, 65eday. However, due to limited time and resources, there are flaws introduced along the system. So please pardon us for this time, and we will definitely make it better!

2. Flash Deal
Flash deal is a new 'product' line soft launched in end of May. We have picked the hottest selling products and sold at up to 80% lower. By 'throwing away' all the complicated combination of services at the point of checkout, you can have lesser worries. Just concentrate on snatching the deals and make payment at its lowest price before others. This is why the option is opened only for one-time payment (ezbuy) service. Flash deal items always have limited quantity, whenever you add the item into your shopping cart, the available quantity reduces by one. If you haven't made up your mind and make payment in 60 minutes, the system will add back the stock so that others can buy. Hope you could understand the rational behind the system design.

P.S.: Our customer who managed to grab the hot selling flash deal told us that 30 seconds before the flash deal starts, she has already started clicking on the 'Buy Now' button.

3. Prime Wish List Tab
For every approved Prime wishlist item, a notification email with the product URL will be sent to your registered email inbox. So, not to worry if you can't find the tab, Or you can simply Click Here to the wishlist page. If your Prime wishlist item has been approved, but there isn't any Prime tag and you can't add the product to Prime cart, this happened because of a broken product URL and we are doing our very best to solve it.

这些问题也不是一天两天了，黑五的问题貌似2014年就存在了，然后16年还在继续…而且还很骄傲的说：我们不用PR！现在再看这一段真是啪啪打脸：
“I am a very truthful person and every single word in my email says how I feel and what I believe in. And YES, the email was written by me, not PR! By the way, we don’t have a PR role here in ezbuy. I always believe that the most effective way of PR or word-of-mouth is the results and the facts: customers' experience. What we have done and the process to get it through will eventually speak for ezbuy and convey the value of ezbuy.”

找Kenny，让她老公解决^_^

作为一个普通客户跟客服沟通完我第一反应跟上面的同学一样：这个公司财务可能有问题，会不会倒闭？倒闭了钱拿不回来怎么办？要不要报警？
如果客服沟通的时候能给出一个确切的日期，我不会这么焦虑。但不管怎么问客服就一直回答说：我也不知道！
我只是陈述这个事实，没有想黑它。现在这么多人的反馈，应该算是ezbuy在自黑了吧。

我也是普通用户分享一下自己的看法。它的服务不算最好也绝不是最差的，chemistwarehouse那么烂的服务还一直有人买（包括我自己，为啥，便宜保真啊！）lookfantastic卖快到期的套装也没见它们倒闭（为啥，还是便宜保真啊，并且你也拿它没办法）。相对比较而言我觉得ezbuy还可以。当然现在它多扣我的黑五的百多块还没在账户里还我。我希望它能好好的解决这个问题，海淘太多了我没脾气了。

我只想说我们是客户 有不股东公司运营的问题 难道不是公司自己解决吗
出一封比一封长的信 告天下书吗

还真是那句话没有那金刚钻就别拦那瓷器活

公司所有问题的 就是运营跟管理

反正我已转黑

不过讲真海淘体验最最最好的是healthpost，真的很棒，回复快有效率。然而，不到打折的时候也不会买。同样的东西会有人因为服务多花钱吗？

我双11买的书还在等发货昨天我留言问了一下 怎么还没ship

这不，挺有效率的 过了几个小时 给我发了一份邮件
说在仓库不见了， 然后说会退款给我

你妹的ezbuy

是的我在双十一之前就被他们搞丢了包裹

然后陪了我钱 结果第二天又跟你说找到了 我都无语了 之前找了2礼拜都找不到 配了你钱的第二天就找到了

双十一的时候 也是有个包裹找不到记录 各种找不到 找了快一个月也是找不到 然后让我提供快递的签收单 隔天就找到记录了 我都不知道说什么 根本就是乱七八糟