I have a problem right now. I hope I can solve this problem until the end of this year, so I need some advices. Any word or comment is fine and very welcome. I never had this kind of problem before and I totally distressed.
(I don't tell the store name here for privacy reason.)
+ This problem started Nov. 3 of this year. My mother and I thought we'd give a new smartphone to my father as a gift. We found a good phone on XXXmart.com (you may know). The item description says "in stock" and "free store pick-up today", so I ordered and paid for it, then went to XXXmart [Store-A] on the same day.
+ When I got XXXmart [Store-A], the item I ordered wasn't ready to pick-up. I waited for three hours in my car at the parking lot then back to the store. But they said that the item I order is OUT-OF-STOCK and the ORDER IS CANCELED, and money I paid is REFUNDED TO MY BANK ACCOUNT.
+ That was unexpected and waste of time, but I needed to get the item on the same day, because any XXXmart store is more than 30 minutes drive away from my house, and gasoline price was crazy high. So I ordered same item again that afternoon, and then I could pick-up it on XXXmart [store-B] on that evening without any problem.
Everything was fine until this point. But now the problem began.
+ When I got my home after I got the item, my computer got an e-mail from XXXmart.com that says (seems) the first order I placed (which the item was out-of-stock) is transferred to an totally another order to pick-up it at XXXmart [Store-C]. Then I found that the money I paid for the first order was NOT refunded. So probably XXXmart [Store-A] lied to me.
+ I contacted XXXmart.com's Customer Service several times to explain this and ask for the refund. But they said the order will cancel automatically after 14 days from the day it placed, and then the refund process will take 7 days after the cancellation. so there was nothing I can do except believe their word and just wait.
+ But nothing has happened until Dec. 3, one month after the day I placed the original order. So I went my bank and asked to check my account, but bank staff couldn't find any refund from XXXmart.com. So they called to XXXmart.com's Customer Service again and explain this whole problem instead of me (I'm not good at speaking English), and finally XXXmart.com's Customer Service said that the customer (me) have to going to XXXmart [Store-B] in person and show my card and ID for verify, then they can refund.
+ Then I went XXXmart [Store-B] on the same day (40min. drive away), and I was waiting until Store-B staff can find out what they to do, but they couldn't do anything for me and asked me to going to XXXmart [Store-C] (60min. drive away) and gave the direction.
+ So I went XXXmart [Store-C] after that, then explained the problem and ask for refund. And what they told me? Their computer's record says it's already refunded to the bank account, so you (me) should contact XXXmart.com's Customer Service.
+ I've never been so angry before (it was the first time I was shaking with anger in my entire life!) but I was keeping calm and tring to explain that the bank can prove that they didn't get anything from XXXmart. Then finally the Associate Manager of the store came to talk with me. He asked me to come back to there (XXXmart [Store-C]) on Dec.10 to contact XXXmart.com's Customer Service and explain the problem and ask for the refund instead of me.
+ On Dec.10, I drove one hour to XXXmart [Store-C] and got there 8:30am. I met the Associate Manager and he called XXXmart.com's Customer Service, but he couldn't solve anything. Then he passed the phone to the Store Manager. But I had work shift on that afternoon and I had leave there 11am. So the Associate Manager asked my phone number, and promised he'll call me after the Store Manager make any decision. But I didn't get any phone call this day.
+ On the ext day Dec.11, I called XXXmart [Store-C] at 9am and tried to talk with the Associate Manager, but he said he's busy and he'll call back later. So I was just wait. Finally I got phone call at 6pm, from an another Associate Manager. She said she can refund the money as GIFT CARD, so please come to the store. But I had my work and don't want to drive one hour to get there again, so I asked her to send it by mail. She said it's fine and asked my address.
+ And today, Dec. 20. I still not get anything from XXXmart [Store-C]. Now what I have to do? They sold me an item that was not exist, charge my money, and refund it by gift card that can only used in their store, but it seems they didn't even send it.
I think I already spent more money than the original amount that need be refunded, for gasoline and phone call charges, and the time! Every time I went the store, or call the customer service, they ask me to wait so long. At least 30 minutes. One time I was standing by wall to wait for more than three hours. I spent too many hours to wait and drive and explain and then nothing is solved yet. Did I do something wrong? Why I have to pay money and time for the item I couldn't get?
Can you believe that this was my first experience of shop at XXXmart. How bad it was! I summarized the problem on here, but actually it's more complicated and I tired more things then I wrote. How many times I went store and bank and call the customer service? I'm too tired to explain this whole problem every time they bring someone to talk with me. I JUST WANT MY MONEY BACK!!
As I told above, please give any advice or comment or everything is fine. It will helps me or make my feel better. Probably I'll delete this journal entry if problem is solved, anyway, thank you very much for reading this.
And I'm sorry to provide this nasty non-fictional story on here, but this problem TAKES MY TIME TO DRAW MORE FAN ARTS. How sad.