"Wow, an honest company! The component I ordered was out of stock, so they substsituted a comparable part. I made one phone call and got an immediate positive response. Even though I was disappointed with the substitution, I was delighted with the response I received. Thank you Cyberguys!"
"Gross incompetence which I (a small business customer) ended up paying for, both literally and in time lost. Read on for more.
I ordered about $500 worth of stuff with 2nd day shipping from Cyberguys early Tuesday afternoon EST. I received an order confirmation email. The next day Amex fraud calls to confirm the charge; I do so thinking the matter has been resolved.
Thursday -- two full days after the order is placed -- I finally receive an email from Cyberguys saying there was a problem processing the payment. Amex had already confirmed the charge so I assume this email is just late on the scene.
Friday, I again receive the same email, and begin to think something is amiss, so I call Cyberguys customer service. Indeed they were still waiting for some kind of go-ahead on the order. This is getting irritating, and the shipment will be days late at this point, so I ask if they're willing to overnight it and cover the cost difference.
The rep says no, insisting it's the customer's fault for two reasons, both of which turned out to be false:
(1) They supposedly sent me emails on Wednesday, Thursday, and Friday.
(2) They called my business partner, who supposedly answered and said there was no one here by that name.
For (1) I had to waste time digging through email headers, but eventually convinced the rep there was something wrong with their email notification system. For (2), they had the right number on file but must have mis-dialed; my business partner never received a call from them.
Rep is still insisting it's somehow the customer's fault and takes off a mere $10 on the ($500!) order, which doesn't even cover the cost of the shipping upgrade necessitated by THEIR INCOMPETENCE. I'm done wasting my time on this so I go along with it.
After all this, to top it off, they call me back to say the quantity I ordered wasn't actually in stock.
I'm a software developer who's written e-commerce systems in the past, and it's clear some of this can be ascribed to incompetent e-commerce software in use at Cyberguys, instead of to malice. Bugs: order confirmation when there are payment processing errors; delayed email sends; and no inventory level checks.
But to insist, in the face of all this, that THE CUSTOMER IS WRONG shows a more fundamental problem with the Cyberguys business.
It's also spectacularly stupid not to pay the full $30 shipping cost difference on a $500 order. This was actually a test order to see if larger orders should be placed in future. Obviously, not going to happen now."
"All fine, as advertised. My first order was through Amazon, but I'll use their own web site directly in the future. They do their order fulfillment and billing though efilliate, inc. "
"I got my order two days ahead of the scheduled delivery window (same state delivery for about $5.50), in excellent condition and it works as advertised. I would certainly buy from them again."
"I've only bought from this seller twice in about three years, but find them really only good for unique items you might not be able to obtain elsewhere (without splurging).
Although the products they sell range from practical to luxury (for tech), it seems more on the latter after you go through their entire catalog. If you're after hard-to-find practical stuff, this is also a solid source to tap.
They obviously believe in the quality of the items they sell, and are subsequently accurate in their descriptions.
My only gripes with them are minor: the occasional weird pricing--which seems absurd for the material and construction quality of the cheaper end items--and the shipping rates. But overall, they deliver on the goods if you are absolutely sure you want what you see.
The best time to hit them up are during their intermittent specials."
"Ordered from them a few times now and very reliable, good on there communication. Shipping prices kind of steep, kind of defeats the purpose on getting things in the mail rather than store direct. For almost $12 could have been quicker delivery."
"Very happy with purchase. Good price and shipped free despite the fact I was going to pick up item at store when in stock."
"1st time buyer with cyberguys and I'll definately take a look at them before ordering any of my computer related items in the future. Amazingly fast shipping and even better packaging. I've had $1,600 Nikkor lenses shipped to me from other vendors (psssttt....J&R) that weren't packaged half as good as this $25 spindle of recordable dvd's from Cyberguys! They obviously care about their customers satisfaction...."
"I'm pretty sure I've ordered from this store before, but this is my first review. I made an order of small hardware and it shipped promptly and arrived quickly. Of quite a few baggies of small parts (24 pieces per bag), only one came up one piece short. I told them not to bother because I already had a few extras, but they sent me a whole other baggie of 24 and shipped it very expensively relative to the $1.10 value of the bag of parts. Anyhoo, the goods look to be fine quality and I'm quite satisfied. Check them out for hard to find stuff for computers or techie stuff in general. I won't hesitate to order again assuming they carry what I need at the time. .bh."
"Have to chime in with the chorus of happy customers. Have shopped w/these folks for a number of years. Good customer info, emails, tracking, etc. with every order. Accurate stock status when web shopping. Outstanding customer service. Interesting and varied computer products."
"As always fast accurate service. Backordered items are shipped as soon as they become in stock. I wish all sellers were this good."
"Cyberguys is one of my primary sources of computer parts, peripherals, and accessories on the web. They don't have EVERYTHING I want, but they have very low prices on what they carry. They have great prices on cables"
"First order and I am very satisfied.I purchased CD/DVD storage devices that I couldn't find anywhere else."
"Great service, great price, and quick delivery. And these guys were the only place that had what I wanted in stock!"
"All items were in stock and delivered as promised. Delivery was better than I had anticipated. All items arrived in good condition."