Last week, I ordered a Tascum CD recorder online for $399.99. The invoice mentioned that the item would be shipped on Monday, November 19 and that my credit card would not be charged until the item was being shipped.
On November 18, I emailed to cancel the item as I wanted to purchase a higher end Tascum for $999.99. I had to click on exchange as I could not find refund on the website.
On Monday, November 19, at 10 am Eastern time, I called to follow up on my Sunday email to ensure that the order was canceled before any charges were placed on my credit card and before the item was shipped.
I spoke to an employee and he was not sure if the item had been shipped by UPS yet. The employee stated that I could wait for it to be delivered and refuse it when it arrived or I could pay $11.00 to have UPS return the item. The employee added that I would not be charged if the item had not been shipped.
I received an email later that day and it had mentioned that there would be no $11.00 fee as they had canceled the item before it was picked up. Also, the email mentioned that my credit card would be refunded within a few days.
I checked my credit card on Wednesday, November 210to see a charge on my credit card on November 19 and a refund the same day.
The problem is that I was refunded $22.69 less than what I paid as Visa International charges for refunds as well.
I emailed the shipping department on November 21, and this is what they replied on November 21.
"Hello, We understand and apologize for your frustration with the situation. That $22.69 Canadian you never received is entirely international transaction and other fees charged by your bank, not us. We only ever charged you $399.99, and we refunded the entirety of the $399.99 back. If you have issues with the extra fees, we suggest contacting your bank, as there is nothing we can on our end to avoid them.
Sincerely,
[email protected]
http: //www.zZounds.com/shipping"
The hours of zZounds on their website are:
Mon, Tue, Wed, Thurs, Fri, 8AM - 10PM (EST)
Sat 9AM - 6PM (EST)
Sun 1 PM - 7PM (EST)
Since I had emailed the cancellation on Sunday, November 18, and I had followed up with the phone call on Monday, November 19, at 10AM, I believe that the order should never have been completed and charged onto my credit card.
The hours of operation are 7 days a week as well.
I called Visa on Wednesday, November 21 and they stated that they would not reverse the charges as they were legitimate charges. They told me to contact zZounds as they had charged the card.
I let zZounds know that I was placing a complaint on usacomplaints.com and that they would never get my business again.
If zZounds had of processed my cancellation beforehand the charges never would have occurred and I would not be out $22.69! In addition, I would have purchased a much higher priced component.
It appears that they do not follow their website practices and they do not want to correct their error. I coorected mine!!!
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