Pixmania

Order cancelled, where's my refund?

I ordered a Canon 600D camera through Pixmania in the beginning of February, but after the company had still not dispatched my item after 6 days, I decided to cancel the item and buy elsewhere. I was told on the phone that the charge on my Mastercard would be refunded within 4 days. I received an email confirming the cancellation.

After waiting 2 weeks for the refund to arrive, I contacted Pixmania to ask for a refund update; they replied that they were now marking the order as cancelled, and a refund on the card would now be processed. There was no mention of why this didn't happen 2 weeks earlier, and a refund timeframe still wasn't provided!

After waiting 4 more days with no refund being received, I contacted Pixmania again, to ask for when I would receive this. I was told it could take between 4 and 30 days to process, depending on my card company, and that I should contact them. I did, and they assured me that refunds for such amounts are normally quick within 4 days (also as to not accrue interest).

A few days later I received another email from Pixmania, asking me to provide my bank account details so they could make a refund, stating an amount of £100 less than what I was charged! There was no explanation as to why this was now happening (and of course this is illegal, the item hadn't even shipped, I am entitled to a full refund), and subsequent messages to them requesting this and querying the exact amount have not shed any more light.

After having waiting a month for the charges to be reversed, and not having any faith in Pixmania in resolving this without it becoming even messier, I am leaving this to my card company (which have now prevented interest being charged) - a lesson to always use a credit card when making such purchases. Never again Pixmania.

maandag 19 maart 2012

Antwoord van www.pixmania.co.uk

Hello
Thank you for your review. I apologise for the problem you have had with the stock levels and then the refund of your product.
Normally a full refund will happen automatically when an order is cancelled, and I would like to investigate why this is not the case. When a card is a deferred payment card, it can take 30 days for the money to be cleared by your bank, for normal non deferred card the refunds should take no more than 5 working days.
Please contact me directly on rachel@pixmania.com with your order details so that I may commence reviewing your file, ensure that your refund is made in full and feedback is given.
Kind regards,
Rachel
Pixmania Mediator