Took my money for item didn’t
Took my money for item didn’t, send it out, had no communication from them until I was sent a notice to say it had been refunded. No explanation and issued refund as an excheque so have to wait 10 business days to get the money back. Terrible way to run a business. First time I’ve used them would never again
Reply from No18interiors
Thank you for your feedback. As a small business we take all feedback/reviews very seriously and have specifically taken time out to review this scenario thoroughly.
We were very surprised to read above that no prior communication had been sent before your order was cancelled. I would like to reassure you that unlike larger online companies, we would never cancel an incredibly valued order without good reason and without communicating this to our customer. We are a small business and truly value every single order and customer that chooses to shop with No18.
I can see an email was sent to the email address included on the original order on 14.12.21 @ 9:08am. This email advised on the cancellation reason and that we would contact you directly when the item arrives back in stock. In addition to the direct communication, an automated email was sent when the order was cancelled in our system, advising on the cancellation and when to expect the refund.
I would like to sincerely apologise if you did not receive/see these communications at the time, a member of management has since re-forwarded this communication to you via email.
With regards to the refund time frames, the refund was processed immediately at the time of cancellation. Unfortunately as with any bank, paypal won't credit an account straight away unless payment is friends & family. This was a business transaction and funds take between 5-10 days to reach an account. Ultimately this time frame is regerttably out of our control.
In summary, we take all feedback very seriously and I am very sorry you were left feeling this way. Upon extensive review we can confirm that our cancellation policy was adhered to correctly by our team. However I would like to sincerely apologise if this didn't meet your own expectations.
Kind regards,
No18
