WEX Refunds

ukaskew

ukaskew

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Chris
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Anyone have any experience of things going wrong with a WEX order, and how it's dealt with?

I returned a faulty lens to them on September 5th, I didn't hear anything for a few days, so fired off an email to check they had it as their phones were down a lot at that time, no reply for 5 days (never did get one). I finally got to call them, despite them logging a refund on their system (and confirming this to me) the delay was due to them waiting for a new copy of the lens to arrive...?! Anyhow, a few phone calls later I finally got confirmation that a refund had indeed been approved.

5 days after that, still no refund, I phoned them again and they said it would more than likely be with me the next day. It wasn't, fast forward another week and I still have no refund, apparently they still need to approve it.

Their terms state 30 days from receiving the item back, so they haven't reached that yet, but I just wondered how long others have waited and if they had any trouble. They don't seem to know what's going on whenever I phone them.
 
Not as bad as yours.

I returned a Panasonic LX7 using Parcelforce 24, a couple of days later the camera was advertised on there website with no refund received. I asked them where my refund was via email, and the person I was dealing with, John, stated "it goes to the Manager and it can take them 30 days as per there terms to issue a refund".

I clearly stated to them that they were selling my camera without my authorisation, and it was not there camera to sell, as they had not issued my refund for the money I had paid.
I had the refund issued the next day, which then took 3 days to clear. Overall the process took 11 days from return before the money was back into my account. From my experience they were not the quickest company returning customers money.
 
That is far too slow. If you can't return a customer's money within 7 days you aren't very good.
 
Swanseajack said:
Not as bad as yours.

I returned a Panasonic LX7 using Parcelforce 24, a couple of days later the camera was advertised on there website with no refund received. I asked them where my refund was via email, and the person I was dealing with, John, stated "it goes to the Manager and it can take them 30 days as per there terms to issue a refund".

I clearly stated to them that they were selling my camera without my authorisation, and it was not there camera to sell, as they had not issued my refund for the money I had paid.
I had the refund issued the next day, which then took 3 days to clear. Overall the process took 11 days from return before the money was back into my account. From my experience they were not the quickest company returning customers money.
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I'm fairly certain the lens has already been re-sold, as it's still a rare lens (Fuji 55-200) and appeared in their 'used' section the day after I (re)confirmed I didn't want the repaired lens back.

Twice I've emailed in the past two months (it was faulty once before) and never had an email reply despite receiving the email delivery confirmation from them.

If it's 30 days it's 30 days, I have to deal with that, but telling me on the phone I will more than likely get it tomorrow..8 days ago now, is not good customer service, and that's on top of incorrectly allocating a new delivery to me (therefore not even kick starting the refund process) when even they had on their own records that I was due a refund.

Had I not kept phoning them I would still at this moment be on the waiting list for another 55-200.
 
ukaskew said:
I'm fairly certain the lens has already been re-sold,
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I think it was the one I bought - when I received it it was faulty, a fact acknowledged by WEX, and we agreed that it would be sent back to Fuji - so, in effect they have sold the lens twice. And, apart from getting an email from them acknowledging receipt of the lens, I have heard no more - I assume it has been returned to Fuji, but I don't actually know where it is at this moment, nor do I know when it will be returned. I am surprised WEX didn't check it out and realise it was faulty before reselling it, and I would certainly expect them to check it thoroughly when it comes back from Fuji, before returning it to me.
 
Fatboy Dim said:
I think it was the one I bought - when I received it it was faulty, a fact acknowledged by WEX, and we agreed that it would be sent back to Fuji - so, in effect they have sold the lens twice. And, apart from getting an email from them acknowledging receipt of the lens, I have heard no more - I assume it has been returned to Fuji, but I don't actually know where it is at this moment, nor do I know when it will be returned. I am surprised WEX didn't check it out and realise it was faulty before reselling it, and I would certainly expect them to check it thoroughly when it comes back from Fuji, before returning it to me.
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Sadly 3 faults in 4 months = 'lemon' in my book. I would insist on a refund personally, the lens is clearly inherently faulty.

As an update I just phoned WEX again, still nothing doing in the way of a refund.
 
Another little update, apparently 'they had a problem with Paypal' (two weeks ago they asked for my account details to pay it straight back into there...clueless!), so I'm now at this point...

Hi,
This has been submitted to our PayPal account manager and they will process the refund, this should be either Monday or Tuesday next week.

So, over 3 weeks after returning the lens it looks as though they've just realised I paid by Paypal.
 
ukaskew said:
Another little update, apparently 'they had a problem with Paypal' (two weeks ago they asked for my account details to pay it straight back into there...clueless!), so I'm now at this point...

Hi,
This has been submitted to our PayPal account manager and they will process the refund, this should be either Monday or Tuesday next week.

So, over 3 weeks after returning the lens it looks as though they've just realised I paid by Paypal.
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Have you left it too long to open a Paypal dispute? Generally retailers resolve issues quickly once Paypal get involved.
 
I found it difficult to get a refund from a while back was eventually resolved after 3 weeks and numerous phone calls in saying that they sorted a straight replacement for me within a couple of days.
 
Dave1 said:
Have you left it too long to open a Paypal dispute? Generally retailers resolve issues quickly once Paypal get involved.
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Yep well past 45 days now, fingers crossed it gets resolved early next week.
 
Dave1 said:
Have you left it too long to open a Paypal dispute? Generally retailers resolve issues quickly once Paypal get involved.
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EDIT: Ah, just noticed your response that 45 days have passed; thats a shame :(
 
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JustMe said:
We had a lots of problems with a refund from WEX a few years ago
well documented here http://www.talkphotography.co.uk/forums/showthread.php?t=231800
OK its a long thread, but shows WEX customer care didn't exist then, and also shows the extent of what we had to do to get the refund
Lets just say WEX are not on our charismas card list

Martin
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Fascinating read thanks, interesting that my biggest issue has been a lack of communication from them. Every stage of the process that has gone wrong so far has only been resolved because I've contacted them to find out where things are at.
 
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Hopefully you are at the end of the timeline for receiving your refund.

As a suggestion, I would also send a email to go along with your telephone conversations. You then have a record of all your communication you have with the Wex. Maybe handy if the refund drags out any longer.

I am no legal expert but it seems they are selling customer returns, as was the case for me and thread starter. Sure this is illegal as they have no authorisation to sell goods which are not theirs until they have issued refunds.

Any legal eagles here to clarify??
 
I have notes/dates on the full sequence of events, so will send a letter of complaint once it's hopefully sorted tomorrow or Tuesday. Not that it will do any good, it it will make me feel better!
 
Good news: £599.99 back in my Paypal account today. No refund of the delivery charge though, is that normal? If I've read their T&Cs correctly I'm due that as well.
 
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did you pay for expedited delivery or standard?

they should refund you the standard price - so if you paid for next day etc. then you lose the difference you paid to 'upgrade' the delivery
 
Uneducated_Rick said:
did you pay for expedited delivery or standard? they should refund you the standard price - so if you paid for next day etc. then you lose the difference you paid to 'upgrade' the delivery
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That would be the case if the OP simply changed their mind. However, if the goods are faulty, then you are entitled to a full refund including all delivery costs.
 
I ordered some flash triggers from Wex: they arrived broken. It took weeks to get all my money back. Park Cameras got the replacement order.

I ordered two reflectors from Wex. One arrived. It took time to sort that one out. eBay got the rest of the order.

Recently I ordered an expensive battery from Wex for delivery on a nominated day. They didn't deliver. That took time to sort out. The Flash Centre got the rest of the order.

Goodness know how they get the awards they claim.

Chris
 
They've admitted the 'oversight' with the postage, not had that back yet but hopefully will soon.

In contrast my Saturday delivery from MPB went horribly wrong due to DPD, it went Brighton - Crawley - Birmingham - Cornwall (I'm in Wiltshire!), I had a lengthy, courteous, human email at 10am from MPB this morning apologising and they've already been in contact and resolved the situation with DPD, the difference in customer support couldn't be greater.

Not having great luck at the moment, my heavily delayed Photobook ('manufacturing issues') from Photobox also ended up on the Birmingham - Cornwall lorry that was supposed to be going to Bristol yesterday, so at 9am this morning I had two DPD parcels in Cornwall 'out for delivery', some 170 miles from my home! The Photobook is still in Cornwall now, no idea what's happening there!
 
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All this is the reason why 9 times out of 10 I choose to shop with Amazon!
Never had a problem with a refund or a paid for return!
Most of the time lenses are about £100 cheaper than on WEX.
 
tommmy.star said:
All this is the reason why 9 times out of 10 I choose to shop with Amazon!
Never had a problem with a refund or a paid for return!
Most of the time lenses are about £100 cheaper than on WEX.
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MPB, eBay or Amazon get 95% of my business, but this lens is hard to find and popped up on WEX back in June, so I snapped it up.
 
No postage refund yet...
 
IIRC my refund from them took 2 months and with me calling them every week until I finally got my money back. This was a few years back though.
 
I had a response (and a £20 voucher) to my written complaint (my first ever!) today, nothing really to report, basically blamed their processes but never touched on my key issue (lack of communication).
 
Blaming their processes is all very well, but unless the commit to changing those processes the apology is worthless.

A good process will also include the communication aspect - the fact you had no communication is indeed a failing of business process.

WEX used to be astounding, the chose supplier for professionals. No longer. I still use them if they have something I need, but I always pay by credit card.
 
i used to work for WEX and done time in both the contact centre and the showroom .. there have been massive changes over the last year or so.
in the showroom we had many many regulars, customers that trusted us and respected our advice. At that point, we were on a wage, with no commission payments, so all of us in the showroom were really consciensious about getting the right product for the customer, even if it was cheaper than what the customer 'thought' they needed .. it went a long way, trust and respect.
Now, there's a different manager in the showroom, and he knows NOTHING about photography (something i struggled badly accepting), he is there to increase profit, pure and simple. The company itself is pretty much being run by the Financial Controller, and she has one objective (which as a business, i totally understand) but for customer service, that is something that really really goes on the back burner. In the showroom and contact centre they now receive commission which makes it all about sales sales sales, not anything else. In the showroom we used to encourage customers to bring memory cards in when trying cameras or lenses, it was about finding the right product and keeping the customer.
I could tell a lot about what goes on in the warehouse with kit prior to despatch, but that's possibly another time.
I'm not bitter about the company by the way, i absolutely loved my 3 years there, but feel annoyed at how they've changed so much
 
Hell, that was damning, I haven't had any dealings with them but having read that unless it's a prize I will not be getting anything from them now.
 
I have had a different experience from them and 1st class customer support, all be it for a different reason and not a refund. I returned my Manfrotto 405 geared head which I bought in march this year. One of the axis had come loose. I received an email stating they had received it. I then had a reply to a further email from myself. 2 days after receiving the head I had a phone call from WEX stating they were replacing it with a new one and asked which address I would like it delivered too. Received it the next day. No complaints from me.
 
I had a couple of extremely poor customer service related issues with them a couple of years ago and won't go anywhere near them now.
 
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