I really made a mistake ordering from kobo.com! I ordered my Vox, naively thinking that it would be sent out as quickly as the three Kobo Touches (yes, three, they're great gifts!) which I've bought from them. After a week of waiting (and going to Chapters twice to play with display models) with my order status stuck at "processing", I called Kobo customer service to ask if I can cancel and just buy one from the store as they had stock the whole time.
The lady canceled the order for me - I even explained that I was going to go to the store to buy one, so I wanted to double and triple-check that the order was actually canceled. I even asked her if she was absolutely sure that I could go buy another Vox that very night and not worry that another would show up at my doorstep. She told me that it was definitely canceled - no problem. I should have known that something was up when they sent the cancellation email addressed to the wrong name! (I *did* tell them about this!)
Sure enough, a couple days later, I accepted a package from the courier (I was expecting something else) and realized that they sent the Vox. They also charged my credit card. I called Kobo, who said that they can't do anything over the phone, I have to email. They replied back two days later telling me to refuse the shipment (which I can't do, as it was already shipped). I asked what else I could do and they copied and pasted the same email telling me to refuse shipment. They stopped replying to my emails and twitter messages. The guy on the phone said that there's nothing more he can do because the order was canceled.
Anyway, nobody wants to hear me complaining. I hope that you do learn my lesson, though... it's nice to be able to walk into a store and talk to somebody if you've got a problem, or ask for a manager if you really need help and aren't getting anywhere. All I'm getting is silence, which is so unfortunate as I really love Kobo aside from the lack of service. I was going to call my credit card company for a chargeback and follow it all up with the Better Business Bureau, but I decided against it. Call me a sucker, but I am trying to forget this stressful situation. I'm keeping the Vox and trying my best to happily support this company that never let me down until now!
I don't know if I did the right thing, but the $200 I'm spending for an extra unwanted Vox is probably worth less than all of the time I've spent getting frustrated. Sorry, everybody, I just needed to vent! Maybe I just need to go read and relax.
