I placed an order for a camera lens on…
I placed an order for a camera lens on Saturday night. On Sunday morning, less than 24 hours later, I sent an email asking to cancel the order because I no longer needed the item.
Since it was the weekend, I understood there would be no reply immediately. However, on Monday I tried calling and nobody answered. On Tuesday morning I finally reached someone, but only in English, even though the website presents itself as Portuguese. I was then told that the order had already been shipped and that they had “not seen” my cancellation email.
Later, I received another email saying the order had been shipped and that I would receive tracking information during the day. I never received any tracking email at all.
The whole experience feels very disorganized and unprofessional. I requested cancellation almost immediately after placing the order, yet now I am stuck dealing with a return process and uncertainty about getting my refund back for an order worth more than €300.
Very disappointing experience so far.
Réponse de Webtronic
Hi Ana,
Thank you for your message.
Your order was placed on Saturday at 6:00 pm, and you then emailed us on Sunday at 7:30 am. Our email department does not operate over the weekend, and due to Monday being a public holiday, our team was only able to return on Tuesday to respond to your email. As mentioned during the phone call, your order had already been dispatched by that point.
I am sorry for the inconvenience caused. However, as the order was placed incorrectly, I hope you can understand that it would not be fair to place the responsibility entirely on our side.
We have not refused your right to cancel the order. We have simply advised that once the parcel arrives, you should contact us and we will provide the appropriate return instructions so the item can be sent back and a refund can then be processed for you.
Thanks
Webtronic