Howcool.com
Complaint 269116 Details

I placed an order with this company 29 March 2013. After waiting what I consider an ample timeframe and the product was no where in the vicinity of my letterbox, I put in a request to cancel my order. This was only after a reply on 19 April 2013 I received that my parcel was expected to be despatched from the company in 5-7 days. I was informed that a refund in the amount of my purchase ($78.60) would be forthcoming. After numerous "tickets" enquiring as to the whereabouts of my refund I have yet to receive the refund. I have pasted in a few of the conversations with the company for reference.



Shari Harkness says:
Sunday July 7, 2013 at 5:44 PM
As I ordered this item March 29, 2013 and after correspondence on Ticket #158643 (as copy/pasted below) on April 19, 2013 it was expected at your facility in 5-7 days; the order remains in "processing" status and it is now July 8, 2013, I have been patient enough but I respectfully request to cancel this order and expect a full refund.


"HowCool.com's Nicole says:
Friday April 19, 2013 at 9:59 AM
Thank you for shopping Howcool!

I have reviewed your order 164991.

I do apologize for the delay with your order.

I have contacted the manufacturer about this issue.

They have assured me that your items will be in our next shipment.

I expect this shipment to arrive to is within the next 5 to 7 business days.

You will receive an E-Mail once your order has shipped.

If we can help you in any other way, please feel free to contact us.

Thanks again,
HowCool.com "





Ticket Information
Ticket #183994 (ORDER - 164861) - HowCool.com
Created On: Sunday August 18, 2013 at 8:13 PM Status: Closed
Shari Harkness says:
Sunday August 18, 2013 at 8:13 PM
Ticket #179380 (ORDER - 164861) - HowCool.com
Created On: Monday July 29, 2013 at 5:12 AM

It is now 19th August 2013 and I still await the refund for this order. I am trying to remain understanding and have been extremely patient in getting this matter rectified but it is not of much consolation.
This order began March 29, 2013; as I did not recieve my order in the timeframe I was promised my cancellation was accepted on July 10, 2013 and I am still awaiting my refund.

I have cut/pasted the last ticket for referall purposes. Could someone kindly update me with the news that my refund is actually completed?!



Shari Harkness says: Monday July 29, 2013 at 5:12 AM
Regarding Ticket #174876

07/09/2013 Rush Refund Customer submitted refund request in the amount of $78.60
07/09/2013 Rush Refund Thank you for shopping with HowCool.com!
Your credit has been successfully submitted for a refund.
Credits are generally refunded within 7 business days.
HowCool.com's Reed says: Monday July 29, 2013 at 12:03 PM
Thank you for shopping with HowCool.com!

I have reviewed your order 164861 and I apologize for the delay on your refund. I do show that your refund of $78.60 was approved, but no other transaction has been made. I have notified our billing manager about this mistake and we will investigate our records immediately.

You should expect this issue to be resolved within the next 2 to 3 business days.

You will receive a confirmation E-mail from our billing department to confirm exactly when your refund has been transferred.

Please let me know if I can help you in any other way.

Thanks again,
Reed - HowCool.com


Shari Harkness says: Sunday August 4, 2013 at 5:17 PM
Has there been any progress regarding my refund?

Shari


HowCool.com's Nicole says: Tuesday August 6, 2013 at 9:54 AM
Thank you for contacting us.

We sincerely apologize for the delay. You should see a refund posted to your account within the next 72 business hours.

We hope that you shop with us in the future.

Thanks again,
HowCool.com





HowCool.com's Nicole says:
Tuesday August 20, 2013 at 12:54 PM
Thank you for shopping with HowCool.com!

I have reviewed your order 164861 and I apologize for the delay on your refund. I do show that your refund was approved, but no other transaction has been made. I have notified our billing manager about this mistake and we will investigate our records immediately.

You should expect this issue to be resolved within the next 2 to 3 business days.

You will receive a confirmation E-mail from our billing department to confirm exactly when your refund has been transferred.

Please let me know if I can help you in any other way.

Thanks again,
HowCool.com


Shari Harkness says:
Tuesday August 20, 2013 at 3:58 PM
I received the almost exact word-for-word reply on July 29, 2013, and still no refund. This is entirely unacceptable. I expect my refund of $78.60 into my account by the end of business this Friday, August 23, 2013.