Order is still sitting in “under review” status

minusbacon Member Posts: 1 Newcomer
edited January 24 in Social Club

I’ve been patiently waiting for the S88 MK3 to be in stock. On 1/12/24 it was and said it “ships in 1-2 days”, so I placed my order.

Since then, nothing. Order is still sitting in “under review” status. Money has been withdrawn from my account since 1/16/24. When I click “get support” it takes me to an automated chat which eventually leads me to open a ticket. No option to chat with a human. 

I’ve opened three tickets since then, no response. Tickets show time they were created and a “last activity” time. Both tickets had an updated “last activity” time within 5 minutes of opening the ticket, which tells me they’re being looked at. One was closed at 4am yesterday morning with no update. Third ticket I opened was closed at 3:37am today and now my order was changed to “in progress”.

I received an invoice email that says I can return the item within 14 days of purchase for a refund. It is now day 11, I don’t have the keyboard and even if I requested a refund I have a feeling I wouldn’t get a response before the 14 days

Then I received an “out of stock” email even though the site said it was in stock when I ordered. This email also says “The delayed goods will be delivered as soon as they arrive. Your account will be charged only when the item is in transit, except for prepayment and PayPal method. You will receive a further shipping notification as soon as the package is shipped.” NI ALREADY TOOK MY MONEY BEFORE THE ORDER LEFT “under review” STATUS.

Why is payment processing automatically withdrawn but order fulfillment needs to be reviewed by someone before being fulfilled? That’s ridiculous!

They can take my money no problem and view and close tickets but can’t provide a simple update from a human on the order? I’ve never had a company tell me it’ll ship within 2 days then ghost me. It’s 2024. Every order shouldn’t need hands on review before the product is delivered.

I just want a response from a human on when they expect stock so I can decide if I want a refund. And with the customer service I’ve received so far, I’m guessing they’ll take forever to respond to the refund request since I only have 3 days left of the 14 days. This is so ridiculous. What do I do here?

Tagging “customer care” for visibility..



  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,918 mod

    Hey @minusbacon I'm really sorry to hear about this bad experience, I understand the frustration, I've escalated your ticket, forwarded your words, and someone should get back to you. I'm waiting for more info but just wanted to get back to you as soon as possible, as I'll be out tomorrow.

  • Jeremy_NI
    Jeremy_NI Customer Care Posts: 8,918 mod

    @minusbacon Your keyboard is on it's way and my colleagues got back to you, our apologies with all the delays.

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