1 Walnut, CA, US Review updated:
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here is the letter i sent them:

Hello MWAVE,

I am writing to you to let you know that I am very unhappy with a recent transaction that occured. On 8/21 (Friday) I purchased one of the so called "Refurbshised" Soyo 24in monitors being offered from your site. Refer to XX-xxxxxxx. Upon receiving it, it was defective and I promptly returned it on 8/22(Saturday) since there was no more in stock. I received the refund invoice and was told 1 to 2 business days. Refer to CS-xxxxxxxx as proof it was return 8/22.

When Tuesday 8/24 came along, I checked my bank account and it was still not there. So I promptly called at 9am and spoke to your customer service rep. She put me on hold and came back that the return was "just approved" the day before and that it would take another 1 - 2 business days. This was strike 1 for me.

When Friday came around a full three days later, I checked my bank account when I got home and to my dismay and frustration, nothing appeared in my bank account. By this time it was past 5pm and I knew i had to wait till Monday(8/31) to call in. This was strike 2.

Fast forward Monday(8/31) and I called and spoke to your customer service rep and was told that I had to speak to Accounting for more information about the refund. When I called accounting, the lady said Customer Service had not approved my refund yet!!! She told me they could not process my refund until it was approved. Yet i was told earlier in the week that it was already approved. I was very very irate by this time, but i calmly but firmly asked to speak to a Manager. Accounting tried to transfer me to Manager but she was busy on the line, but she said to try later and that if it did get approved she "might" process it the same day and have to wait 2 to 3 days!! As you might know, words mean very much so when she said "might", it told me the accountant wasn't very concerned with my refund.

So finally I called Customer Service and asked to speak to manager. Lo and behold I got transferred to the original Manager that was busy seconds earlier. Her name was Maricela. Maricela did help me and processed my refund but said one to two days more! Today 9/1 I used the chat feature to check status and was told it was processed on 8/31.

To tell you the truth, I am skeptical that I'll see my refund anytime soon. I just checked my account and nothing showing from MWAVE.

The worst part of this is because of your company's lack of willingness to refund my money in a timely manner, My bank account has been overdrawned and with fees and such this Refurbished 24in Monitor that was received defective will end up costing me the $158.66 that I still have not received! Talk about a crappy deal. Strike 3.

Thank you MWAVE for making this the worst experience that I have received from an electronics store ever.

Funny thing is I have been using MWAVE since at least 2005 and way before then using a different email and have always championed your store as the best deal in town. I have effectively converted at least 30 people to become regulars with your store.

Unfortunately, that is no longer the case, I can no longer recommend your shop and you have lost me as a customer.

I suspect that once every one that knows me and shops there finds out what happened, I have a feeling that you will lose their business as well.

Please don't take this letter lightly and I hope that this situation is used to better your customer service procedures and policies.

I will forward to this letter to online store review sites and will also submit a copy to the BBB in the area.

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  • No
      Jan 03, 2010

    I to am having refund problems with mwave. I finally received my refund but 18.00 short. They sent me the wrong part. The refund took approx. 3 weeks I will call first thing Monday morning. I will also add that the customer service (women) aren't very polite. They (2) sounded irritated. I was completely shocked as I was very kind. It was as if my order didn't matter and a bit spoken down to. I've decided to follow the "Geeks" and go to Great prices and larger selection!

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