Stop ignoring refund email please?!

  • Hi,

    My staff member Kyle had requested a refund on May 6th and it still hasn’t been processed.

    We truly hate to write things on public forums but the fact that you haven’t responded to any of our emails since the 6th and no refunds have been processed has left us with no choice. We can also see that you have been proactively answering support questions on here so perhaps public is your preferred method..?

    We purchased OceanWP Bundle on May 4th for $127.20. After the design dept realised that this wasn’t the theme for us to use moving forward for several reasons we decided to return it.

    NOTE: There was nothing entirely wrong with the theme or its features that we want to mention – nothing irreparable.

    We applied for a refund on May 6th with 48 hours of purchase and received email correspondence from Marko-Ocean Wp asking to confirm that we require a refund.

    It has now been 12 days without email acknowledgment of the request being actioned.

    We would like to ask one more time on here to give you a chance to refund us before taking action with the CC company – I need not state UK Consumer Law.

    I look forward to your swift response. We will give you 24 hours from now before we pass this on to our specialists to look after and we will happily remove this ticket in exchange for your professional cooperation in this matter.

    Payment ID: 202644
    License ID: 343623

    Many thanks.

    • This topic was modified 4 years, 10 months ago by elitewebco.
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  • Hello @elitewebco,

    Sincere apologies for the extremely long wait, we have been a bit shorthanded and on the other hand overwhelmed with work during this covid situation.

    And apologies once more if you were under the impression we were ignoring you, but we really haven’t received a reply back from you (rare, but known issues with the helpdesk platform). I will provide you with the screenshot for proof. And unfortunately, we’re really not in the position to follow up on each ticket to which we have not received a reply.

    There is no reason to ignore any ticket, especially not such requests. And in my humble opinion, that would be beneath every company.

    You could have sent another email to check what is going on, or reached us through the chat button on the website, because I was unable to find any other conversations. Nonetheless, your request will be processed first thing Monday morning when I get to work.

    Sincere apologies once again, and hope this has clarified the situation at least a little

    Thread Starter elitewebco

    (@elitewebco)

    Thank you for finally responding – understand that you’re busy but as a consumer I’m not interested in staffing issues (with all due respect).

    My staff member Kyle who purchased the theme responded to you twice to follow up.

    I then wrote to you separately – twice as it’s a lot of work passing payment queries on.

    This is now in the hands of the legal collections team which you will have to speak to and explain if you’re processing a refund. If they haven’t been in contact they will very soon.

    Thanks for your final cooperation in this matter.

    Hello @elitewebco,

    As explained before, the staffing was mentioned in regards to forum support alone, which unfortunately we didn’t have the time to check on a regular basis.

    As a client, the official support channel for you is the ticket support system. It is also against WordPress forum rules to provide clients with support in relation to pro features/services here. But since you claimed you sent us emails and were under the impression we were ignoring you, I had to reply and hope the forum moderators will have understanding for the situation.

    I have already replied to your staff member and sent him screenshots as also mentioned here.

    Apart from the initial message, there were no other replies and/or emails received from you or your staff member, neither did we receive a reply in regards to the email I’ve sent you on Monday.

    Your refund has already been processed, and you can also verify that when you log into your account.

    In addition, your legal collections team hasn’t gotten in touch, but we will have absolutely no issues providing them the same evidence.

    Thank you for reading with understanding. Always a pleasure.

    Best regards

Viewing 3 replies - 1 through 3 (of 3 total)
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