1 reviews | Active since Dec 2013
Being asked to pay twice and extra for something I already paid for and is on backorder!
Hi, I placed an order for 2 items from Wootware recently (3 Jan). Lian Li PW24-PV2 Strimer Plus V2 power extension Super Flower SF-850F14HG Power Supply When placing the order I see a message that the 1 item, Lian Li PW24-PV2 Strimer Plus V2, was on backorder and ETA will only be on 11 March. So I added a note on the order to please deliver the 1 item that's available in stock if possible while waiting for the other item to arrive which ETA is over 2 months. I received the order confirmation and invoice total including shipping. Order #OR309308 I made payment for the total amount via bank transfer with Standard Bank and mailed proof of payment on 5 Jan 2024 9:43AM This was received by payments department. I received mails that this was confirmed. I noticed several mails after that which looked like the delivery being split into 2 orders. I got confirmation last week that the 1 item in stock and handed over to the courier which I received this morning. A short while ago today I received a mail from Wootware asking for payment for my order with a different order number. Which of course made me furious. I responded to the support e-mail and copied in Payments forwarding the original invoice and the proof of payment again. I then log into my profile on the website to see that someone had cancelled my original order and created 2 separate orders. I did not ask for this, and no one confirmed with me that this was being done. No communication. I've never had this when dealing with other online retailers or companies. This has to be resolved! I am not forfeiting my money that I paid and not paying extra.
Thank you for taking the time to leave us this feedback.
We would like to offer our most sincere apologies for the miscommunication with your order. It looks like we did drop the ball here and we should certainly have been more proactive in providing updates.
The message on your original order was noted, and your original order was split into two separate orders so that we could process the in-stock items for dispatch as soon as possible, with the item on backorder being processed once the stock arrives at our warehouse. The original order was canceled on our system in order to split the items onto two separate invoices, which you will note on your account.
To separate the original order into two deliveries, it was necessary to split the order onto separate invoices with a separate shipping fee app**** to each. This was not communicated to you when the updates were made, and we sincerely apologise for that lack of communication from our side.
Our sales team has been in touch this morning to explain the full situation in more detail. As a way of apology from our side, we have removed the shipping fee from the outstanding invoice so that there will be no additional payment required and we can process the order for delivery as soon as the backordered stock has arrived at our warehouse.
Once again, we would like to offer our most sincere apologies for the lack of communication here and for any confusion or frustration caused. We will be speaking with all of the relevant departments to ensure that we can avoid a communication error like this in the future.
Thank you again for your feedback and for allowing us this opportunity to improve our service.
All the best,
Wootware
Thank you for taking the time to leave us this feedback.
We would like to offer our most sincere apologies for the miscommunication with your order. It looks like we did drop the ball here and we should certainly have been more proactive in providing updates.
The message on your original order was noted, and your original order was split into two separate orders so that we could process the in-stock items for dispatch as soon as possible, with the item on backorder being processed once the stock arrives at our warehouse. The original order was canceled on our system in order to split the items onto two separate invoices, which you will note on your account.
To separate the original order into two deliveries, it was necessary to split the order onto separate invoices with a separate shipping fee app**** to each. This was not communicated to you when the updates were made, and we sincerely apologise for that lack of communication from our side.
Our sales team has been in touch this morning to explain the full situation in more detail. As a way of apology from our side, we have removed the shipping fee from the outstanding invoice so that there will be no additional payment required and we can process the order for delivery as soon as the backordered stock has arrived at our warehouse.
Once again, we would like to offer our most sincere apologies for the lack of communication here and for any confusion or frustration caused. We will be speaking with all of the relevant departments to ensure that we can avoid a communication error like this in the future.
Thank you again for your feedback and for allowing us this opportunity to improve our service.
All the best,
Wootware
Thank you very much for the quick response and resolution of this so fast. I do appreciate the effort and understand why this was done now.
Kind regards,
Dinesh
Thank you very much for the quick response and resolution of this so fast. I do appreciate the effort and understand why this was done now.
Kind regards,
Dinesh