Could someone fix a poorly managed refund attempt with Vans Canada?
I placed an order with Vans Canada and received it a few days before I left Canada (spent there 4 months as an exchange student).
When I came home, I tried calling them for a refund, but it was not possible (not even with Sky-pe credit), as they don't allow calls from outside the country.
Seeing how I couldn't get it done myself, I spoke to a popular refunder, told him the entire story above, and they told me that he could get it done, and asked me to fill the Google Doc form. I did just that, and after a few days he messaged me back, saying that he also couldn't call (I assumed he was from the US/CA but apparently he's from Europe), and that if I wanted, he could do that via mail. I told him that I think a call would be better and more efficient, as it's been a few weeks and so a call would make the story a whole lot credible. He says okay, and we leave it at that.
To my surprise, a few days later I receive an email from Vans Customer Support:
At this point I know it must have been the refunder, because he was literally the only person who I gave all the info to. However, what completely made me lose my mind is how I was able to see the original inquiry by "myself" (the refunder), and it reads:
Sorry for that, but from the looks of it, your parcel seems to have been delivered.
If not received, I will have to open up an investigation with Purolator as to inquire about what may have happened. This information is most likely to come from the driver, which is why it may take up to 5 business days for me to get back to you. In the meantime, I would also ask you to look around the surrounding of your house as to see if there might a package with your name on it.
I will have no choice than to make a decision once this ticket/investigation closes from their end.
I'm shocked at how incompetent and pathetic this attempt has been, and message the refunder, asking them how come they went through with it, and even if he did, how come that after 3 weeks "I" would calmly say that I haven't received the package yet... How it makes no sense.
I have ordered *here he lists the items* and were expecting the package on 1/2/2019, but I have not received them yet. I would like to know what's going on since the courier said they were delivered.
I explain how I knew I could have done a good job refunding it but seeing how I couldn't call, I turned to him, but since they couldn't call either, I was waiting to find out later if I can come up with someone from Canada/US to call on my behalf, before I resort to an email, and how I still expected way more than that from him. Some some more stuff I've said:
Here is the refunder's response:
this is not how someone who didn't receive their package after 3+ weeks behaves.... i would have done a much better job and you didn't even ask me if i wanted you to proceed with it, and now it can get screwed >_>
now if I say something along the lines of how I apologize for the previous mail and how it was my sis who didn't provide all of the details and blalblalblabla (and how I've been trying to get a hold of them over the phone for the past couple of weeks but couldn't, and while I was away from home my sis told me she checked the site and I could contact them through there) and how I only now see what she's written because it was quoted in the mail, and how I meant her to explain that the package was delivered but not all items were included in it, and blabla
it will sound like I'm bullshitting because I know the driver will confirm delivery...
so I don't even know if it's fixable now
Okay so I think I knew what happened
recently I got a guy to help me with some orders and on a sheet I had your order marked that you didn't need to pay. But then on my normal sheet where I have the order when I work on them I just had it as I couldn't call and help them and I guess this guy was going back and seeing if older orders needed work on and I guess he worked on it on the 24th
Look here is what id offer to do lets continue with the order and get it done ill help you with it from here on out for 100% free and then the next order you want to do with me ill give you a 2-3% discount to make up for this. Obviously now seeing what he wrote he is clueless and stupid so im forsure not going to be using him anymore
I would say don't worry the item was dropped off at the front door and you didn't sign for it. The carrier wont say 100% you got the package if they reach out to you or anything just say you didn't get the package and it should be an easy refund from here on out.
At this point I realize that the damage has been done and try to play along. Moving forward, I received the expected denial on Friday:
I inform the refunder (last TUESDAY) of the outcome and ask him if he's on it. He takes his time and only answered today, saying:
This is X from Customer Service (we chatted a couple days back in regards to your lost package)
Unfortunately, our shipping partners confirmed the reception of your package to the shipping address. For this same reason, we will not be able to do anything more regrettably.
We sincerely hope you understand our position on the matter at hand.
... Now clearly I realize this guy has completely lost it and has no clue what he's even talking about, completely forgetting everything he has said and promised thus far. I remind him of his own words and how he said that he would continue with the order and get it done, and then I proceed and tell him to forget about it, because [he] "clearly don't care or even know what I'm talking about so clearly you won't be able to fix your own screw up yourself :" and that I'll find someone from MPGH who could actually call them and get it fixed.
Nah im not I took it off my form
either its a delayed email from the original time my guy spoke to vans
but ima give you a 2% discount on your next refund for what happened
so let me know if you wana use that
And that's it. Wanted to give you the whole picture first.
A ~450 CAD order, a single, unsigned package.
Was hoping a competent refunder from CA/US would be able to give them a call and get this over with, as it shouldn't be that complicated. Obviously I'll pay the usual fee and provide you with all the necessary info.