Unpleasant experience with Lenovo Australia for order cancelling
Last edited 22/07/2019 - 13:37
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.
I ordered a laptop through Lenovo's official website and later wanted to change to a different model.
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.
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.
Received my second order.
Money deducted from my credit card for the second order.
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.
Called them in the morning and being told that they will investigate and call me back. No call back.
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.
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.
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.