Refund on Damaged Item

Mortimer & Monte's Info Desk
1

Mixed messages: to return or not to return—that is the question.

I reported a damaged item. Submitted photos. The first rep told me a return is NOT necessarily.
Next day, I’m getting emails saying it must be returned.

Which is it Woot?

Subject: Re: A message from Woot Customer Service

Date: Sep 15, 2024 at 4:44:43PM

To: xxxxxxxxxxxxxx@woot.com

Thank you. Full refund is preferred. Thank you kindly!

I All the Best, “Shay”

On Sep 15, 2024, at 3:46 PM, info@woot.com wrote:

woot!.

Hello,

Message From Customer Service

Thank you for getting in touch about this.

I’m sorry to see this issue about your Order 853xxxx.

I understand how inconvenient this experience could be for you. This is definitely not what we want our customers to experience.

In this case, l’d like to offer you the below options:

  1. If you’d like a full refund, we’d be glad to do so.
  2. We can contact the vendor and check if they have any stock to send you as a replacement. However, please understand that replacement is not guaranteed and vendor may sometimes take 2-3 business days to respond to our requests.

I do not want a valued customer like you to go through the hassle of returning the item. I’ve made an exception for you, I request you to please keep, donate or dispose the item as per your convenience.

I realize that it must be time consuming process for you but I want to ensure that you are being served with the best solution.

Please respond to this email with desired option which works well with you and we can go ahead and take the appropriate action to resolve this for you.

Thank you for understanding and we appreciate your patience.

Hope to hear from you soon.

Should there be any further concerns please get in touch with us and we will be glad to assist you.

We’d appreciate your feedback. Please use the links below to tell us about your experience today.

Best regards,

Mounik

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solve your problem?

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2

So the way I read it, that second email said a return is not necessary. They only want to know if you want a refund or a replacement.

Staff was notified, it looks like there’s a duplicate chain going on.

(Please Note: I’m not employed by Woot, but I volunteer to help in the forums.)

3

Hi there. Chatted with CS. You’re good. They’ve refunded and don’t need it returned. Sorry for the confusion.

1 Like
4

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