Another disgruntled customer has made his voice heard online.

On Sep. 22, Facebook page All Singapore Stuff shared the shopping experience of one ezbuy customer.

Ezbuy, which used to be an agent shipping site, is now a shopping platform following a rebranding exercise in 2016.

The customer claimed that he and his wife had bought a TV from ezbuy, but the device arrived with a shattered screen.

The couple was reportedly offered a S$100 voucher after they reached out to ezbuy, who allegedly acknowledged that the damage occurred during shipping.

Unsatisfied with the S$100, the two parties negotiated further, and the customer was eventually offered S$370 to cover repair costs.

However, the customer was quoted over S$1,000 to repair the TV, which made him feel that the compensation was unfair.

"Again how is this fair to me? I paid for a new TV they send me one with a shattered screen acknowledging the damage occurred during international shipping and only offer to pay S$370 for repair?"

He initially declined the compensation, and offered three options:

• A full refund,
• Item replacement, or
• Cover the repair cost in full

The customer ended the post by warning other Facebook users about ezbuy.

Ezbuy responds

In response to Mothership's queries, ezbuy revealed on Sep. 24 that the matter has been resolved.

While the company acknowledges that the screen was shattered, they added that many customers have bought TV sets which were well protected in wooden crates during international shipping.

Ezbuy also postulates that the customer might have "accidentally damaged the TV screen when he was trying to dismantle the wooden crate".

However, that was never confirmed.

As the customer did not purchase the optional insurance coverage, the damages could not be covered in full.

The shopping platform then carried out alternative solutions:

1. They requested the merchant to re-dispatch the screen, but it was too fragile to be shipped on its own.
2. They found a second repair shop which quoted the customer S$670 instead of the original S$1000+.

Both parties eventually settled on a compensation of S$370.

Ezbuy's policy

• Shoppers can buy insurance for items above S$100. This will cost three per cent of the product's price.
• The maximum compensation for insured items is S$2,000.
• Customers without insurance will be offered compensation of up to S$100 per parcel.

Original post here:

Top photo via All Singapore stuff/Facebook