ComplaintsforWearbands

• Initial Complaint

  07/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 6, 2023 I ordered a Wearbands exercise systems for the amount of $101.96. After a week passed my husband and I made attempts to contact the company but got no response. It was not until Saturday July 15, 2023 after stating we would contact our financial institution and law enforcement that we received a response from owner *******************************. He told us that there had been a glitch in their system and orders were marked as completed when in fact they were not. He said that our order would go out first thing the following week. However, on Wednesday of the following week we still had not received a status or shipment tracking information. After contacting ********************** again on that Wednesday July 19, 2023, he stated they were working to complete those orders, and ours should be completed the following day. We stated to him that we would allow until 7PM EST the next day but after that we would take our next steps. ********************** suggested that he could cancel the order and issue a refund and we would get confirmation of the refund momentarily. We received notice of the order being canceled and that a refund would be issued, however as of today, Thursday July 20, 2023 we have still not received the refund of payment.

  Business response

  07/20/2023

  I am afraid our customer is unaware that when a business issues a refund, the refund does not appear on their credit card immediately.  We issued the refund in good faith at the customers request at 6:50PM on 7/19/23.

  At 10:38AM on 7/20/23, the customer texted us complaining that they had not received their refund.
  

  it simply appears that our customer is not aware that when a refund is issued from an online transaction, it does no appear immediately on the customers credit card account.  Depending on the institution, it can take 1-3 business days.  If our customer had just been patient, and was aware of this, his refund would and will appear on his account in that time frame.
  

  FYI, we use Shopify to run our online store, and have attached the timeline of the order cancellation and refund.  The customer received an email confirmation of both the cancellation and refund.  So the customer can/should be assured that the refund is being processed, and all they need to do is be patient and the refund is going to appear.

  There is and was no need to submit this complaint, as everything we have done is standard business practices for issuing a refund.

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