CDWOW slow delivery

grizzly

Hi, I ordered a game for my PC on the 22nd of last month (September) on the 25th I got email saying it had been dispatched. As of today it's still not arrived. I've sent them an email but have had no reply. Has anyone had any experience of a situation like this with CDWOW?

jor el

Yep, they've been pretty brutal the last couple of years. However, if it has been posted, then it's outside of their control, and delays or loss in the post isn't their fault. They should have replied to the mail though, try again a couple of times and if you get nowhere, try doing a chargeback on your credit card, for non receipt of goods.

grizzly

I got this reply...

Thank you very much for your recent order and sorry to hear you are still yet to receive it – it really should have reached you by now.



Can I please ask you to write back and confirm your delivery address for the order?



I look forward to your reply, upon which I will do my very best to assist you.

and this after confirming my address...

Thank you for confirming your address.

We will investigate the matter with concerned department regarding non arrival of the order and it may take upto 6 days.

Therefore, I request you to contact us on 20-10-2008, if you do not receive the item by then.

I sincerely appreciate your understanding in this matter.

Kind Regards,

Does anyone know the procedure of a chargeback on a credit card? (I'll wait to see if they are going to help me first of course).

byte

Ordered Metallica CD off them a fortnight or so ago. Arrived in five days from HK. Thought they weren't allowed to ship from outside EU anymore...

jor el

grizzly wrote: »

I got this reply...

and this after confirming my address...

Does anyone know the procedure of a chargeback on a credit card? (I'll wait to see if they are going to help me first of course).

Reply to them once more, tell them you're not prepared to wait any longer as it's obviously gone. The 6 days thing is BS, there's nothing to investigate as they don't use a traceable postal service. Ask for a refund or you'll take it to your credit card.

If they don't give the refund, then to do a charge back you ring up the card issuer, and explain that you placed an order and it hasn't arrived the the shop is refusing to refund. They'll take it from there.

grizzly

I decided to say I'd wait. I emailed on Monday(20th), and received this;

Hi,

Thank you for your co-operation and patience. I'm very sorry to hear that you have not received your order.

I can only assume then, that your order has been lost in the postal system - and I entirely understand the disappointment this inevitably causes.
As requested I have now processed a full refund for the cost of the item which will be credited back to your card.

Although this is a very rare occurrence, I can appreciate how disappointing it is. Please accept my sincere apologies for the inconvenience caused to you on this occasion.

If the item does turn up in the meantime, please do let me know.

Kind Regards,

So my question is how long until a refund normally goes through? Does it normally take 2 days, 1 week?

(I know every business will have different policies, but is there a standard time? e.g. at least 3 days.)