Dice

May 16, 2021

X56 order and payment issues

DustinHome X56 order I ordered a Logitech X56 HOTAS at DustinHome.dk on May 4th, as their web page mentioned "in stock, 1-2 days delivery time". It was a little bit more expensive than on other sites, but this was the only shop which actually seemd to have it. As this joystick currently is hard to come by, I was willing to pay a bit more. I payed the full amount online with a credit card and fully expected the device to arrive within 2 working days. The same day, I received a confirmation that I had ordered the X56; that mail mentioned me with a wrong first name (which I got corrected through customer support - no idea where that came from) and "Payment method: Klarna Checkout". I did not remember using Klarna, but okay, maybe that's just their Payment Service Provider managing my payment with credit card. On the 5th, I got another mail, informing me that the item was on "restordre" (meaning they actually did NOT have it in stock as advertised), and they expected it to be in stock again the following day, Friday the 6th. In my book, that did cost them their first star. Then I waited, regularly checking their order page, expecting to see the status changine from "expected on stock 06.05.2021" to "preparing to send" or something like that. On Monday 10th I send a mail, asking about the order status, as it still had not changed from "expected on stock 06.05.2021". The (admittedly fast) answer was: "The order seems to be made with bank transfer and we are expecting your payment. The item is ready to be sent as soon as the payment is handled." What? Bank transfer? Waiting for payment?? I already paid by credit card! Another star gone. What was their order system doing here, and why were they not able to sort it out? I answered back, sending a screenshot from my bank's website with the Klarna transaction on the credit card. Answer: "It's possible the payment has not been registered on the order, we can manage it by bank transfer." No more explanation - who is "we", so who needs to do what? Asking back again, also with the question on where this error came from. Answer: "I cannot see where that error happened, the payment is just not registered with the order. It looks as if the payment was never made." Then they (their "Sales Representative") asked me to transfer the money again via bank transfer, promising me to send the wares as soon as the payment was made, but also, unbelievably, threatening that my order would be canceled if they did not receive my money within 7 days. So - THEY (or their payment provider) made a mistake, they cannot be bothered to check and correct it, they want to force ME to correct their mistake, AND they threaten to cancel the order. Sorry, that costs another 2 stars. I am pretty miffed at this point (which I also let them know in my answer); however, as I said, that joystick is hard to come by, so I go through with the bank transfer. If I could have ordered it at another place, I would have been the one cancelling that order. I got the payment confirmation the next day (11th); on the 12th I get a confirmation that the item is about to be sent. Later that day I also get the confirmation that it has been sent. I got the item delivered to the door (instead of to a package station, which - admittedly - was nice, so one star back) on the 14th, a full week later than anticipated when I placed the order. I would also like to add that the tone in the mails from their "Sales Representative" was neither very polite nor showing an effort of wanting to be helpful; I had to ask back for clarifications several times because it was not clear what the further process should be.