So I jumped on the thread and order the light.
here:
https://sigforum.com/eve/forums...935/m/2930080654/p/1

After reading the description better I sent an inquiry on the online store to cancel my two orders that showed pending.

Here is their reply:
Fenix-Store Support <support@fenix-store.com>
To:
Roy

May 15 at 12:28 PM

Roy,

Thank you for contacting us. Both orders (208826 & 208836) have been canceled! Please note that it could take around 2-3 business days for the refund to show on the credit card that you used for the transaction. Feel free to order the TK20R when you're able to do so and we'll ship that out same day if not then the next day. Let me know if you need anything else at all.

Please let me know if you have any further questions.

Thank you,
Brad
Fenix-Store Support


No CC charge reversal yet. Orders show pending still.

I sent another inquiry tonight:
Please see attached email response from Brad at the Fenix Store. Orders 208826 and 208836 were canceled and credit card charges were to be reversed. The Credit Card Charge reversal has not gone thru yet and they still show as pending on your web site. Please Cancel and reverse charge.

I will also call them tomorrow.
Not very happy

This message has been edited. Last edited by: ontmark,

Just a guess, but I don't see this thread lasting long.

Long term customer of Fenix never have any problem don't see the point of this post.
When you look at the price and what you get can't except everything to be perfect their products are as good as sure fire or even better and with a much lower price. Use to be sure fire fan then switch to 4seven now Fenix.

With a post count that high OP should know better.

I own a Fenix lamp.

I like their product.

I am just a little let down.

You would figure if a rep sends a reply stating the two orders were canceled and charge to be reversed. That would of been entered into their system before the response was sent. Especially when he states I should see this at my bank end in two to three days

Again as stated their web site after I log in last night shows the orders were pending.

I have called them this morning within their open time frame and it went to their voice mail system. Let see if they call back.

If you look at the post where people ordered from them there are a few members that said they were going to return the product and was wondering what their return policy would be like.

what is it about the light that you don't like/want ?

As you look at the thread of other people that ordered it, I also missed the fact that the light did not stay on the brightness setting last chosen.

I originally sent an inquire asking to cancel the order for that light and substitute another one that was more money. I asked them to contact me for CC info or the added cost. It was their choice to just cancel the whole order and reverse charges.

Notice in my OP that they knew I wanted to get the TK20R lamp. I still want the TK20R lamp.

Again just let down that this is getting to be an issue.

I have called them this morning at 8:32, 9:07, and 9:29 PDT and all three times it goes to their voice mail. I have left a detailed message asking to resolve the two order numbers as canceled. Reversal of CC charge and a call back please.

What else can I do.

quote:

Originally posted by ontmark:


I have called them this morning at 8:32, 9:07, and 9:29 PDT and all three times it goes to their voice mail........

You need a hobby.

Ok I just logged back into the Fenix Store.

I looked at my account and the two order now show as refunded with transaction date of 5/24/19.

So I will wait and see for the CC reversal.

I wonder if they will ever call me back.

They should for there has to be records that I want to purchase a lamp from them.

CS doesn't look good on their part

quote:

Originally posted by ontmark:

I looked at my account and the two order now show as refunded with transaction date of 5/24/19.

So I will wait and see for the CC reversal.

Frequently, the merchant issues the refund promptly, but the credit / debit card issuer does not post it promptly. Nature of the beast, has nothing to do with Fenix, it's your bank or card processor.

I see this on a daily basis. When end-users of my rental equipment put the security deposit on a credit or debit card, the refund transaction is transmitted to the card processor immediately, when the equipment is returned. It's pretty standard for a several day delay before the refund actually posts to the customer's card account.

quote:

Originally posted by V-Tail:

quote:

Originally posted by ontmark:

I looked at my account and the two order now show as refunded with transaction date of 5/24/19.

So I will wait and see for the CC reversal.

Frequently, the merchant issues the refund promptly, but the credit / debit card issuer does not post it promptly. Nature of the beast, has nothing to do with Fenix, it's your bank or card processor.

I see this on a daily basis. When end-users of my rental equipment put the security deposit on a credit or debit card, the refund transaction is transmitted to the card processor immediately, when the equipment is returned. It's pretty standard for a several day delay before the refund actually posts to the customer's card account.

I totally agree and understand. It is not my bank card that is the problem.

The let down was it appears they never processed the cancel order request on their side as their Customer Service Rep Brad said in the email they sent me. See section of that email I posted in OP.

I was just paying bills last night and found no credit to CC yet. Went and logged into The Fenix Store and viewed my account to find the two orders stating pending. So it was never canceled as they said it was. Logging in this morning after the three phone calls it now shows order reversed.

How can any of this by a problem with my end??

I have seen CC reversals take a week or longer in the past. No problem waiting. Again they never canceled the order on their side which starts the CC reversal. Which is their problem.

I hate to rant but I did nothing wrong on my end.

I understand things happen in life. But no return phone call surely seems their Customer Service is surely lacking or if they even want too keep a customer.

This shows the order cancel and refund was instituted today and not over a week ago as their original email reply stated.

This is from the email that was sent to me.
I have another email from the other order also.

Fenix <support@fenix-store.com>
To:
May 24 at 8:33 AM
Order Status Changed
Hi Roy
An order you recently placed on our website has had its status changed.
The status of order #208826 is now Refunded
Order Details
Total Refunded: $102.28 USD
Order Total: $102.28 USD
Date Placed: 7th May 2019
Payment Method: Pay With A Credit Card

I think your life sounds incredibly stressful. If a small delay in a refund is the worst thing that happens this week, you’re having a darn good week. Life’s too short to stress this much over a dang flashlight.

quote:

Just a guess, but I don't see this thread lasting long.

Still holding as of 2:18 pm.

quote:

Originally posted by barsad0:
I think your life sounds incredibly stressful. If a small delay in a refund is the worst thing that happens this week, you’re having a darn good week. Life’s too short to stress this much over a dang flashlight.

It is not my delay on the refund!!

It is them not cancelling the order when they said they did.

It is them not returning a phone call!

My phone message I left was very pleasant.

Their first email response when they said the order was canceled and refund was coming was very pleasant with the CS reps name and everything included. Even their phone number was included in that first email response.

Todays email response was just all factual and no CS reps name on it. Didn't even offer the new customer 20% off I was given on this order to be used on my next order. I am not looking for any special treatment or 20% off.

I am just looking for vendors that say they have handled it and canceled the order to have actually done it.

I should not have to pursue resolution on their failure to handle it in the first place.