Unpleasant experience with Lenovo Australia for order cancelling

Just want to share my experience with Lenovo Australia so people know what they might get before placing the order.

In summary, I haven't got my refund of a cancelled order after 27 days.

24th June
I ordered a laptop through Lenovo's official website and later wanted to change to a different model.

25th June
Called them in the morning on 25th June asking if they can cancel my previous order so I can place a different one.
They told me yes as it hasn't be shipped out.

25th - 27th June
Then I started to follow up on them everyday and was told different things during each phone call.

28th June
I finally got a email from their Post Sales team saying I will get fully refunded and go on placing my second order.
Place my second order in the afternoon.

3th July
Received my second order.

4th July
Money deducted from my credit card for the second order.

5th July
Money deducted from my credit card for the first order ???
Called them at 4pm and no one picked up the phone for the rest of the day.

8th July
Called them in the morning and being told that they will investigate and call me back. No call back.

9th July
Being told the item was shipped out so it need to go back to their warehouse first before they can refund me the money.
They will asked DHL to return the item.

10 - 15th July
The person who worked on my case was not available and will call be back. Never received any call back.
Told them that the person never called me back and was promised that the another staff will call back. Never received any call back.

16th July
The person finally called me back after I asked to speak to their team lead about the issue.
Appoligised and told me 'He has no idea why this took so long.'
Told me he has escalated the issue and informed all team lead to speed this up.

I opened a transaction dispute through my bank.

16th - 17th July
The item was returned to lenovo after checking with DHL.

18th July
Called their payment team and was told the money has been refunded back to me in the evening 17th July. Sent me a screenshot of the transaction.

19th - 22nd July
Confirmed with my bank that no refund received on my credit card account.
Talked to the credit card department about the dispute and they will give me a temporary fund in up to 5 days and handle the rest for me.

Hope I won't get the same issue again one day if my laptop gets technical issue.

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Comments

  • +1 vote

    I assume you've also posted this on their Facebook page right?

  • +6 votes

    can help but think that this snowball was created by your change on mind in the first place….

    • +1 vote

      That's why I asked them if I can cancel my order with no cost on the second day and they said yes.
      Don't think I have done anything wrong.

      • -5 votes

        Don't think I have done anything wrong.

        You haven't - up until you start claiming they've done something wrong. They really haven't either.

        • +1 vote

          So you think giving false info to the customer and doing nothing on the case is totally Ok?

          They told me they stopped the shipping at the beginning and later they told me the item is not with them and they have no idea where it was.
          No one even checked with DHL to see where the item was.
          For an item that was never delivered to me, I had to call DHL myself to locate the item and notify Lenovo.

          • -6 votes

            @shanechan517: "Giving false info". Sigh - no, there was probably a delay in information being updated in their system so even though it had been handed off, it still looked like it was in the warehouse.

            Things take time. Unusual things - like cancelling and changing orders - tends to take more time. Refunding payments, which go through banks, take even more time still.

            It literally hasn't even passed the one month mark since you first ordered and then changed your mind - this timeline is completely reasonable. The only issue here is your lack of patience and understanding of how things work.

            Edit: I even appreciate sharing the experience, but it'd be far more honest to call it: "Hey guys, this is Lenovo's process for changing orders." Instead of implying any kind of fault or wrongdoing on their end.

            • +1 vote

              @HighAndDry: My expection of service might be too high compared to the average, so I have edited the subject line now to make it more sense.

              • -1 vote

                @shanechan517: Cheers - yeah that's… better? But definitely do temper your expectations. For example, if you do ever need to send your laptop back for repairs, budget at least a month without the device (unless you paid extra for on-site service/warranty).

                • +1 vote

                  @HighAndDry: 'temper your expectations' - Why?
                  because we live in a country where the consumer has bugger all rights now?

                  great thinking mate…

                  •  

                    @petry: No, because physically sending electronics around the country, diagnosing technical issues, waiting for parts, and sending it back all takes time.

                    • +1 vote

                      @HighAndDry: never received the item - 4 weeks for a refund is just bad business

                      •  

                        @petry: That's taking it out of context - OP didn't receive the item because he asked for it to be returned to the seller. 4 weeks for an item to be shipped out and then retrieved is 2 weeks each way, which is standard.

                        • +1 vote

                          @HighAndDry: dhl don't take 2 weeks to ship each way , and it was never received by customer therefore you are just arguing for the sake of it 4 weeks for Lenovo or any company to process a refund is just bad business as you are well aware

                          • -1 vote

                            @petry:

                            9th July
                            Being told the item was shipped out so it need to go back to their warehouse first before they can refund me the money.
                            They will asked DHL to return the item.

                            Shipped out, shipped back, at OP's request - a request Lenovo had no need to agree to in the first place, since change-of-mind doesn't give an automatic right to a refund.

                            4 weeks for Lenovo or any company to process a refund

                            They had to receive the product back first. They didn't take 4 weeks to process the refund.

                            Edit: I work in commercial transactions. 14 days to do something is the most common timeframe. So here, 2 weeks out, 2 weeks back. Exceedingly standard and utterly unremarkable.

  • +1 vote

    24th June
    I ordered a laptop through Lenovo's official website and later wanted to change to a different model.

    Sigh

    Most people know what they want when they purchase something, not change their mind the next day.

  •  

    I can understand the uncertainty arising from misinformation from a company that you have just paid a lot of money. The onus is on Lenovo to deliver on accurate information and keep up their end of the bargain. I'm sorry you had to go through that, and I'll be careful when I buy something from them!

  •  

    2 much baiting going on here for all the wrong reasons. 4 weeks to get a refund on a cancelled order is just bad business.

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