“I ordered a fridge freezer that I was told was in their warehouse and would be delivered in a few days. Then they rang to apologise, they'd made a mistake and it would be much longer, so I cancelled and got it elsewhere, delivered the next day for only a few pounds more. However, getting a refund from Sam's took three phone calls over 9 days - not acceptable at all, the refund should have been processed the day I cancelled.”
Hi there,
First, let me apologise again.
Our Stock System showed that he item you ordered was In Stock. However, when our warehouse guys went to get it from our warehouse, it became clear that our stock system was in error. They contacted us and we then contacted you, straight away, as soon as we knew. We always keep our customers up to date with their order.
I have had a look and see that the refund, was, processed on the day that we cancelled the order. Depending in who you bank with, it can take approx 5 working days for the funds to appear in your account. I'm not sure why it took longer for you, but I can see that we processed things at our end, on the day the order was cancelled.
Again, let me offer my apologies, we have taken steps to avoid this happen again - we have carried out an online stock take.
Kind Regards,
John
