I ordered an watch winder for my husband for Christmas on Dec. 12 2008. After no record of a receipt I contacted them via Email. On Dec. 17 2008 the company informed me that the winder was out of stock however, I could receive a similar one or wait until the second week of Jan. 2009 to receive the one I ordered. I decided I wanted a refund and contacted the company via email.
Below are two letter out of MANY correspondences back and forth with STEINHAUSEN OVERNIGHT. I am still waiting for a refund from this company for $199.00!! Currently, I have a dispute into PayPal and my Credit Card company, I hope nothing like this happens to anyone else! I always read usacomplaints.com and think it won't happen to me but, it did! BUYER BEWARE OF STEINHAUSEN OVERNIGHT!
LETTER DATE DEC. 19 (from Steinhausen to me after I told them I wanted a refund due to lack of product)
I have your request for a refund. Once that gets on my desk, I sign off on the refund request and then those refund request papers are sent to my accountant who double checks that the order has been cancelled. The company accountant will then sign off on the refund as dual control for the company and then immediately send back to me, where I will go into the payment records and issue a immediate refund to you and I will also send you a personal email to confirm the refund is done.
We have the controls where we can refund you up to 6 months with no problems and once we issue the refund it should show up on your account in matter of days or few weeks, all banks/CC Company's are different. But our refund process is generally finished in just 7 to 10 days once you receive this letter.
Very Important Note: At any time you need a refund, the worst thing a consumer can do is issue a chargeback on their credit card because when this happens, we then lose all control of issuing you a refund and then the refund process is handled by the banks and is slowed down with a lot of paper and legal work. So what was a refund process of just 7 days, with a chargeback turns into a 2-3 months process or longer to get your refund.
So if you have a problem waiting the 7 days for refund, then please email me back and I will work with you so you don't think you have to issue a chargeback, as a chargeback should only be used in cases where the business is just not talking with you.
I appreciate your business and sorry this transaction did not work out.
Dave Long
Steinhausen Overnight
Owner
LETTER DATE JAN. 13 (from Steinhausen to me after asking where my refund was)
All refunds are handled by the owner and he is out of the office until next week. At that time, he will begin processing any refunds in the order received.
Sincerely,
Steinhausen Overnight
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