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Originally Posted by SCION
I have a problem with funds being held at-will. You don't tie up the consumer's money simply because the item is not available for timely shipment, and no notification or status updates provided, even when requested by the consumer.
I opened a dispute with PayPal. Kobo will be notified and is expected to respond. per PayPal terms. At any time I can escalate and file a PayPal claim, at which time PayPal will make the decision on what action to take. In this case (vendor can't provide proof of shipment), I believe a refund is warranted. If I don't receive a tracking number or the item, or Kobo does not respond via the PayPal dispute resolution center by end of day tomorrow, I'll file a claim to get my money back. I've exercised patience and proactively sought information from Kobo customer service to no avail.
Note: I ordered around 10:30am (central) on the 30th.
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Reached out to customer service again via phone. Representative placed me on hold for 10 minutes to supposedly give me an order update, only to give me the party line...can't access system and will forward to another department. Told me to continue to wait for an email response from that department. A few minutes later I get the typical Incident Response email.
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You contacted us because you need to track your order.
We let you know that we will escalate it to the concerned department .
We will get back to you once they reply.
We appreciate your patience.
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Well, I'm all out of patience when you take my money and don't have the courtesy to provide me with basic order information. I filed a claim with PayPal, not going to wait until tomorrow. Neither UPS nor FedEx is aware of scheduled deliveries. If the item shows up unexpectedly I'll cancel the claim if the refund hasn't been processed. I'm beyond disappointed at this stage.