RobotShopReviews of robotshop.com

Response from RobotShopDec 7, 2015

Bonjour, Nous sommes désolés si nos vérifications vous ont causé des inconvénients. Puisque nous sommes un magasin en ligne, nous devons prendre des précautions supplémentaires avec nos nouveaux clients. Normalement, nous sommes en mesure de faire ces vérifications sans déranger nos clients ou causer un délai sur la commande, en de rares occasions cela prend un peu plus de temps afin de confirmer les informations et nous devons aussi parfois avoir recours à l'assistance de nos clients afin de confirmer l'information sur les commandes. Lorsque nous ne sommes pas en mesure de confirmer les informations avec la banque émettrice de la carte de crédit, nous devons charger un petit montant sur la carte et ensuite demander la confirmation de ce montant au détenteur de la carte. Cette mesure de sécurité doit seulement être effectuée lors de la première commande et ne se reproduira plus pour vos futures commandes si vous utilisez la même carte et la même adresse de livraison. Nous espérons avoir su répondre à vos questions. S'il vous plait, n'hésitez pas à nous contacter si vous avez besoin de plus d'informations ou de précisions. Bien à vous, RobotShop

Response from RobotShopDec 1, 2015

Hi Alexis, Sorry to hear that you have not received your RobotShop order. It is very rare that packages are lost by UPS and we do open investigations very rapidly when this happens. UPS is usually very quick to find packages and this is why in some cases packages are not re-shipped right away. In most cases the first package arrives before the re-shipped package. We do see that you have talked to one of our agents and that your re-ship has been processed and will leave shortly. We have also upgraded your shipping for you to obtain the product faster with Next Day shipping instead of Second day. We hope that this is acceptable and that it will help you complete your project in a timely manner. Please do not hesitate if you have any questions or if we can help you further. Best regards, RobotShop

Response from RobotShopDec 1, 2015

Hi Stuart, We are sorry to hear that there was an issue with your RobotShop order and apologize for the inconvenience. We have verified your order and it appears that £0.56 had been charged to your credit card on November 26th by security measure. This security measure is used by many online stores in order to protect customers and themselves. Customer service is very important to us and this is why we protect our customers and ourselves by making certain verification's in certain cases. This verification only takes place for a small percentage of orders. This small amount of £0.56 was refunded to your credit card a day after on November 27th. Please note that we only pre-authorized your card for the full amount of your order and that this amount was not charged since you have decided to cancel your order with RobotShop. We therefore obliged and since then a full authorization reversal for the amount of your order has been processed. When you order online, a pre-authorization is taken automatically. Normally, this is canceled automatically by your bank after a few days. We made a authorization reversal for the total amount of your order. However, since we do not have further access to your credit card, we do not control the time it takes for the reversal to apply to your credit card account. We have sent you more information on the fee reversals to your account and please rest assured that no outstanding amount is charged on your credit card by RobotShop. We contacted your credit card issuer today and spoke with Tony at customer service. We explained the situation and he has confirmed that he does see the charge of 0.56 and does see the refund. As for the amount of the order, they do see that it is only a pre-authorization. The agent we spoke with has suggested that you call them back to confirm the information. We have been in business for over 13 years and we do take care of our customers. We are very loyal and honest company that many customers deal with on a daily basis. Sincerely, RobotShop