I feel compelled to share my recent experience with Remarkables official website and their main customer support team, which was both frustrating and disheartening.
Initially, I was simply trying to verify if my promo codes were valid on their site. However, due to a technical limitation, I was unable to enter an Irish postal code, leading me to use PayPal. This resulted in an accidental purchase, as there was no option to review the order on their website after confirming it through PayPal.
Seeking a resolution, I contacted their main support team straing away. Their response was disappointing, to say the least. Despite controlling the PayPal account, they refused to cancel the order and issue a refund. They informed me that my only options were to reject the order on the delivery which is highly inconvenient due to my work schedule, or to return the item myself, adding to my frustrations.
This entire ordeal has been particularly stressful as I am dealing with personal health matters, including upcoming surgery. What was meant to be a straightforward task of checking promo codes and possibly preparing a gift has turned into an unnecessary and time-consuming hassle, involving either rejecting a delivery or arranging a return on my own.
This experience with remarkable particularly on their official website and through their main support channel, highlights a significant disregard for customer convenience and transparency in sales. I urge potential customers to be cautious when considering purchases from this company!!!
I wish you all the best with your surgery.
To the point though, you made a mistake, you placed and confirmed an order by mistake. The customer support did answer. You are at the point you cannot cancel the order anymore, which is not uncommon, companies have processes and you cannot always revert one in the middle of the workflow. If happened to me multiple times with Amazon.
You have the option to reject the package, not sure how it works in your country but here you can normally do that directly from the web site of the delivery service. If not, you will receive the package and you have 100 days to return it. Neither of those option would cost you money, while they *do* waste money and time for reMarkable, all because of a mistake *you* made.
Given the situation, posting here to complain about the company sounds really entitled, IMO they would be the one with a right to complain.