I am a regularly Kobo customer. On 25 March 2013 I tried to download ebooks from their website and kept getting error messages. Next day I found multiple charges from them on my credit card account. I complained and they refused to investigate until I supplied proof in the form of my bank statement. They also ignored my request to escalate the matter to a senior staff member. I then got a reply to say they would refund me within 3 - 5 working days. This then was followed by another email stating that they were still investigating and now had no idea when I would receive a refund. After posting on FB, I have seen that a number of other people have had exactly the same problem. They are now ignoring my emails and have still not given me a refund. The incident number is: 130326-000578 Their standard response to all complaints on FB is: Please send us a private message so that we can investigate further. This seems to be their way of getting unhappy customers not to air the problem in public.
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