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Originally Posted by PeterT
The O/P had initially ordered both a Kobo reader (forget which model) and a case from Kobo. Then they changed their mind and wanted to cancel the case, and got in touch with Kobo Support who was unable to change the order.
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Contacted them right after placing the order (I believe they posted 15 min.). It's not like they waited days to try and cancel it. It's not unreasonable to expect there be some mechanism for canceling an order in full or in part.
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I think one of the things people should realize is that the Kobo Support staff seem to be more focused on issues with eReaders and the content, and NOT on handling the support for physical items ordered via the website. In fact, physical orders appear to be a complete after-thought to Kobo.
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Then maybe they should work on getting more retail partners and not sell direct at all. Or since they're owned by one of the largest retailers in the world direct people there and sell the devices through Rakuten (who right now only offers some older models).