Doheny's Water Warehouse horrible cancellation policy - still charges you after you send something back Kenosha Wisconsin
I placed an order with Doheny's Water Warehouse online on Sunday, April 30, 2006 at approximately 6:49 p.m.
I then cancelled this order approximately one hour later, on Sunday, April 30, 2006 at approximately 7:53 p.m., via email. Since all of this occurred on a Sunday evening, I am sure the order was not even seen by anyone in the company until at least the following day, Monday.
Doheny's Water Warehouse sent me an email two days later, on May 2nd, telling me that it was too late to cancel my order - it had already been processed and shipped. I find it hard to believe that it was too late to cancel my order when the cancellation was made only one hour after the order was placed, on a Sunday no less.
The order was then shipped on or about Tuesday, May 2, 2006 or Wednesday, May 3, 2006, two or three days after it was canceled, in two shipments. I refused both packages and FedEx returned both back to the company.
After numerous phone calls with Water Warehouse, my credit card company and Fedex, and after having to file a dispute with my credit card company, I was finally credited the amount charged. However, when I placed the order, I set it up to come out in 4 payments on my credit card. I now have to dispute the additional charges that have occurred for the last 2 months - Doheny's claims it has not received the package that I refused from Fedex so they will not credit my card.
I have been dealing with this for 3 months now and it appears I will have to deal with it again next month. Their "refund policy" states that they will not refund any shipping charges. It seems they take orders, ignoring cancellations placed within 1 hour of the order (on a Sunday) so they can then ship something that you don't want and charge you for the shipping. What a business!
Jan
Bakersfield, California
U.S.A.
1 Updates & Rebuttals
John
Kenosha,Wisconsin,
U.S.A.
Product Return
#2UPDATE Employee
Tue, July 10, 2007
We are not sure why the order was placed and cancelled an hour later but it shipped out the following day. We just can't get to all of the emails we get over the weekend in time to cancel orders. In fact our email contact form says that very thing. The other problem here is that FedEx did not have record of a refusal by the customer or of a return shipment. We didn't get a tracking number from the customer confirming shipment until 5 months later. We guess the good news is that at the end of the day it all got straightened out.