RESPONSE:
James,
I was doing a little online research and came across this thread about my company and definitely want to respond to give the other side about what happened.
I do apologize for the refund taking so long to process. When you ordered we had just changed payment processing companies and although we cancelled and refunded on our website, the refund was not going through with the actual payments processor. On our end it looked like it had gone through. Since then we have fixed the issue and refunds are being processed in a timely manner.
Some other missing details: The order was placed on Saturday and on Monday we cancelled it. On that day we wrote to explain why we cancelled it, due to different shipping and billing addresses. You responded to that email on the same day.
We did not arbitrarily cancel the order. On our website payments page we clearly state that we ship to the billing address only. I have that policy in place to help prevent fraud, as many times we have had people try to use stolen cards to purchase knives and I lost quite a bit of money before I began that policy.
After that, one week after the order cancellation, you emailed us asking where your refund was. We did respond to that email, but perhaps it went to spam? We received no other communication from you and thought that the refund had gone through.
We care about our customers and always strive to make transactions pleasant. I do apologize for the inconvenience and appreciate the feedback. If anyone ever has difficulty with an order placed with ePrague Knives, please contact us and we will do our best to solve the problem. And by all means, please call us if you think your emails are not coming through for some reason.
We will continue to strive for better customer service and wish everyone a happy Fourth of July.
- Jacob, ePrague Knives
Thank you Jacob:
Nice attempt to cover your ass.
I made multiple inquiries through the "Contact Us" feature on your website and received ZERO response.
There was no email from ePrague as you claim, and, although this post is addressed to me, I was not copied with the response you posted here - some two months after the botched transaction. Had
MolokaiRider
not directed my attention this post, I would not have known about this belated response. I'll add that, in spite of multiple inquiries, the above post is the
ONLY response I have received from ePrague since their original email cancelling my order!
Immediately after I received the "cancellation" email, I replied to ePrague advising that since the purchase was made on a debit card, there was no "billing address." However, since the debit card I used is tied to the P.O. Box I've had for 30 years, I listed that address as the "billing address." The shipping address was my current home address - some 10 miles down the road from my P.O. Box address. Simply put, the "billing address" was my business address and the shipping address was my home address. The response from ePrague was - crickets...
Bottom line is that ePrague hoovered the money from my account instantly, then cancelled the order without making any attempt to contact me - other than the email advising me that they had cancelled the order and refunded the payment - ePrague then kept my money for an additional 15 days before issuing a refund and failed to respond to multiple inquires in the interim.
As I said, this was my experience. YMMV. Others have, apparently, had good experiences dealing with ePrague. I did not - and will never patronize ePrague again.
James