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Prusa XL cancellation and refund  

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Paul
 Paul
(@paul-14)
New Member
Prusa XL cancellation and refund

Has anyone else had issue with cancelling an XL and subsequently getting a refund? I recently cancelled my order. When I checked in I was told that I had to wait 14 days before anything would happen. After 14 days I was told nothing was initated and they would look in to it. Each time I have checked after this "magic" 14 days I have been told it will "hopefully" be paid out soon. I have been told that it had to go through a head accountant. Isnt that what the previous 14 days that I was told about, are for? Its pretty frustrating. I have had nothing but good things to say about the number of Prusa printers and supplies I have purchased. However, this hoop jumping process to get a refund on a deposit has definitely given me a bad taste about how Prusa handles refunds. 

Posted : 30/05/2022 2:49 pm
Artur5
(@artur5)
Estimable Member
RE: Prusa XL cancellation and refund

Something similar happened to me. I ordered several spools of filament and a small part for the printer. A few hours later I cancelled the small item because I realized that I already had a spare. I wish I hadn’t because, as a result of my request for the cancellation of one article, the whole order was ”frozen”. Nothing happened for almost two weeks. No partial refund, no shipment of the spools of filament.  In the end, I contacted Prusa again and this time a different person took the case in her hands and all was resolved in a few days: refund issued, parcel shipped and delivered,

Reading between the lines the messages of the lady who answered my claim the second time, it seems that the person who should have processed the cancellation the first time, just forgot about it.

Those things happen sometimes, but it seems that Prusa needs to improve their logistics on the accounting and shipment department, because now I see that I’m not the only one case. 

Posted : 30/05/2022 6:48 pm
Clarke69
(@clarke69)
New Member
RE: Prusa XL cancellation and refund

In the upper-right corner, you will find 'Cancel order' (purple square). Confirm your choice and the order is canceled and a refund request will be sent to our system. Once the refund process is completed on our side, you will receive the refund via the payment method you initially used (Credit card, PayPal, etc.).

JCPenney Kiosk

Posted : 02/06/2022 6:00 am
Paul
 Paul
(@paul-14)
New Member
Topic starter answered:
RE: Prusa XL cancellation and refund

Clarke69. I only wish it was that simple. That is exactly what I have done. It has now been 3 weeks since I did that. As of today, still no resolution. All I am told is that there is a billing law/issue on their end that is making it difficult to give refunds for things over a certain time frame since purchase. That is about as much reference as I am given. From a customer point of view, it shouldnt matter to me what administrative items have to happen on the back end. I check in with Prusa a couple times a week now and am pretty much told its in progress. From a customer standpoint I honestly dont care what has to happen on the back end. If I paid for something and cancelled it prior to any merch changing hands it should be pretty straight forward and just issue a refund right? I am pretty sure if I have done this to any of my customers throughout my career I would hear about it and have a lot of upset customers.  It would be nice if Prusa would be proactive and fill me in offline as to a bit more detail around why this is so difficult but all I hear in the chats I have is its in progress. I imagine at some point after many weeks goes by and I have almost forgotten this that someone may have an epiphany and figure out how to refund a customer $199. In the meantime, this is definitely leaving me with a bad experience with a company I have had nothing but high regard for over the years. Its not so much the money as it is the horrendous handling of it and lack of transparency around why. 

Posted : 03/06/2022 1:51 pm
Jason Hodges
(@jason-hodges)
RE:
I also have a refund problem 

Prusa is happy to take our money instantly but when it comes to giving it back it happens on his terms.

This is the worst customer service ever. I am very suspicious and he either has a serious cash flow problem or is simply acting in an unprofessional and unethical manner.

I do not know any other digital business that operates this way. A refund via PayPal can be processed instantly and cannot be classified in the same processing time as a bank or credit card refund. Even those can be processed much quicker than 14 days.

Something tells me there is a bigger issue here and gives rise of serious questions of integrity and stability
This post was modified 2 months ago by Jason Hodges
Posted : 24/06/2022 6:21 pm
Jason Hodges
(@jason-hodges)
RE: Prusa XL cancellation and refund

I also have a refund problem

Prusa is happy to take our money instantly but when it comes to giving it back it happens on his terms.This is the worst customer service ever. I am very suspicious and he either has a serious cash flow problem or is simply acting in an unprofessional and unethical manner.I do not know any other digital business that operates this way.

A refund via PayPal can be processed instantly and cannot be classified in the same processing time as a bank or credit card refund. Even those can be processed much quicker than 14 days.

 

Something tells me there is a bigger issue here and gives rise of serious questions of integrity and stability

Posted : 24/06/2022 6:29 pm
Jason Hodges
(@jason-hodges)
RE: Prusa XL cancellation and refund

So it gets better.

Following up regularly on my refund 

 

- I was first told that under EU law they have up to 14 business days maximum to provide a refund 

(actually the law says 14 days, not business days, and it does not say that you have to deliberately hold onto customer money for as long as legally permitted)

- I was then continually told the refund had been processed and it should be in my account 

(wrong, soon as PayPal receive a refund payout request the buyer will get notified)

- I was then told they are waiting on resolving a bank processing error preventing PayPal payouts 

(huh? When does buyer to seller PayPal rely on a traditional bank)

- The newest excuse from 12 hours ago that there is a known problem refunding orders older than 6 months and there is no ETA when this will be resolved. But trust us, we are working really hard, it will be done soon, shortly, and you are at the top of the queue yet they have no contact with the mystery department/person who is responsible for resolving this

(Just imitate a manual PayPal payment to me and fix your issue on your time, not mine)

This causes me to seriously question the credibility and stability of the company. Is there a cash flow problem and you have no intention of issuing a refund?

Posted : 01/07/2022 7:50 pm
Jason Hodges
(@jason-hodges)
RE: Prusa XL cancellation and refund

I should update that this has now been resolved. Common sense prevailed 

Posted : 02/07/2022 8:32 pm
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